ComplaintsforSunstone Exteriors

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally hired ***************************** and his company in June 2020 after I had hail damage to my home. I was approved for a new garage roof and siding on my house. In July 2020 we had another storm that damaged the roof and siding to the house. The Monday after the July storm Davids employees came out and replaced the roof of the garage and did a great job. My siding for my house was delivered August 10, 2020 and my roof was scheduled to be replaced on August 12. The derecho hit on August 10 and my jobs were delayed. August 13 they replaced the roof of my home and did a good job. My siding was not completed until September. Since September 2020 we have had several issues with the siding, the soffit and fascia were delayed because the sales person failed to include that in the original estimate. In May 2021 they came out to finish the soffit and fascia on my porch and the wraps on the posts when we discovered that one of the posts was damaged and we would have to replace the post. I was told that they would be out the next day and I havent seen them since. I received a quote for the post and approved it and nothing has been done. I understand things were delayed due to the derecho, but I hired them before the derecho and my job should have come first but other homes are being completed and I am still waiting on them to finish my job. I have siding that has blown off, gaps in siding because they cut the pieces too short, a piece of siding on the garage that was stretched too tight and it cracked even though they are trying to blame me, it is the contractors fault not mine.

  

  Business response

  05/02/2022

  We are happy to hear that your experience with your roofing job was a good one.  Two hail disasters, the Derecho, Covid shut downs and material shortages made that ***** time period very difficult for contractors.  As you know, we have your porch post replacement on our to do list. I know it is not happening as soon as you'd like, but we said it'd be fall 21 at the earliest and we are only now into the spring with many rainy days. We have not ignored this client we have continued to communicate through out this process.  Part of this work was done from a hail claim and part of it under a derecho claim. The majority of the work was done within months.  The reason this started in 20 and continued into 2021 was because the first part was a spring hail claim....then the second part was an Aug Derecho claim.  A natural disaster that devastated Linn County and surrounding areas.  The needs of this homeowner were taken care of quite quickly compared to other contractors in our area. We are still getting calls from people who have been left hanging high and dry from other contractors. 
  

  After the siding was done, due to the height of this home we successfully worked with her insurance company to issue a supplement to her insurance to compensate for the height of the home so we could do the soffit and fascia. That is what took time to get the soffit and fascia done. The crew discovered rotten fascia board on the home and we replaced it AT cost as a sign of good faith for the homeowner because it was an unexpected expense.  
  
  The porch post was not damaged, it was rotten. We did not say someone would be out the next day to foot the porch post once it was found to be rotten. When the workers were there to do the soffit and fascia and wraps, it was discovered that the porch post was rotten and needed to be dug out, footing put in and replaced.  We did not want to just cover a rotten post without letting the homeowner know the correct way to fix it. We have communicated to homeowner that we were having a very difficult time scheduling a ********* because of all of the damage from the derecho and to feel free to find someone who can get to it sooner we would not hold her to any contract she signed to replace the post.   
  
  As for the outside siding corner on the garage that you feel we stretched too tight and it cracked:  they are flexible and have to be struck to be broken. The are thick vinyl posts. You can not easily break a corner. The photo you sent us clearly shows what looks like an impact hit, not a crack. We had several storms with high winds  (another derecho Dec 15 2021) and we did not blame you for it, but stated that it looks like something hit it and maybe hail or debris hit it during another storm, but it was not an installation issue. Most likely cause would be a branch or object flying in the high winds. We are going to have someone out to address the siding that slid over and created a gap to slide it back and secure it even though it is past a year, we understand this should not have slid and will correct it. The spring has been *********** and it is not safe to have someone up that high until the winds settle down. We fixed the garage piece that pulled out in the wind imediatly because it was not high up.
  
  There was an issue with an outlet box on her siding.  Unfortunately, it did take awhile to get the original crew back to fix that.  Much later, she emailed and we fixed a piece of siding on the garage that fell down after another storm/high winds.(mentioed above) This was well over a year later. The workmanship warranty is for one year. We went out and fixed it anyway in good faith because of the long wait for the outlet box fix.  We can not maintain someone's home for years after replacements.  Anything that needs adjusted within the first year we stand behind.  This gets the home through all four seasons of expanding and contracting. Our warranty is not a maintenance agreement, it covers for installation issues like the outlet box.  
  
  We have not gotten to the  work on the estimate of replacing the rotten post.  This is additional work requested during the discovery of rewrapping them. We were very clear that we would not be able to do it anytime soon when we gave the estimate.  We thought we would be able to get it before winter hit, but we could not. Now it is spring and it is still on our list.  We have this post scheduled on our carpenters work list and should be done within the next month (weather permitting)
  We have told her she is welcome to find another contractor with no penalty for wanting out of her contract. We are also more than willing to complete this work for her.  

  Customer response

  05/03/2022

   
  Complaint: 17094852
  
  I am rejecting this response because: This is a pathetic response to push all of this back on us. At no time we were informed we would only have 1 year of warranty to have items fixed. And considering it took months and months to get a response to get something complete I feel that should be null and void. The siding that is coming off of our house isnt even on the side that has wind hitting it, it is completely blocked by that. The piece that is broken, we have had someone else come out and look at it that does siding and even he said it was pull too tight and that is why it cracked. There is a zero possibility that something hit it as there is nothing around to hit it, especially at that height. 
  
  For the post, your contractor actually said they would be back out the next day and that did not happen. The soffit and fascia isnt even completed because the post is not replaced. I have emailed multiple times with zero response. There should have been no issue with material since we had everything delivered. The problem that has been told to me time and again is you dont have enough staff to complete the job, but it is funny you say that when people who hired you after me is having their home repaired without issue. I have several friends I referred to you and all of their stuff is finished yet here we are and my home is not completed and needs repaired from your shoddy job - which I have emailed about several times to be fixed because there were gaps because your workers cut the siding too short.
  
  I spoke to my husband and he doesnt want you anywhere near our home again. We will find someone more reliable that will finish the job we hired you to do. I expect a discount since the job was not completed for the soffit and fascia. We will have to have someone finish that along with the post replacement. I will no longer recommend your company to anyone that I know since it is plain to see that you are not reliable. 

  Sincerely,
  
  *******************************

  

  Business response

  05/13/2022

  We have been in contact with ******** and after viewing the photos she sent us of the house siding popping out at the peak and some pieces slid over we feel this should be addressed at no charge by our company.  We have had several storms come through and very high winds since her installation inthe fall of 2020, but the owner of the company feels that the siding should not have been able to slide over and the nailing on those pieces need to be adjusted.  When she notified us of the garage siding coming loose and we addressed that right away at no charge even though it was after her year workmanship warranty because it was a simple fix.

   As for replacing the porch post and our short staffing issues. The crews that do our siding, soffit, fascia, gutters and roof replacements are different than a ********* to do work removing a post, installing a footing and replacing the post.  These crews do not do that type of work. That is the area that we are short staffed on. Due to the amount of damage in Linn County from the derecho it is very difficult to find someone available to do that type of work. We have been able to move forward with other customers and appreciate her saying she has referred people to us, but the repair work she needs is unique and we have not had that type of staffing to address it.  People with siding, soffit, fascia and gutters are being serviced quickly because we have staffing in those areas of expertise. All of our deck replacements have been on hold until recently as well due to them needing to be done by a *********.  ******** has found someone else to replace her posts and footings and we are not holding her to her signed contract because we agree we have not been able to meet her needs to replace her rotten porch posts in a satisfactory timeline.  

  Regards

  Tina  Affordable Pro

  Customer response

  05/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩