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Business Profile

Exterior Designer

Exteriors By Austin

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:09/17/2024

    Type:Order Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    April 22. 2023. ** signed a contract with Exteriors by Austin (EBA). Austin and ******* **** are the owners of ***. The terms of the contract were to install a layer of new shingles over the existing single layer of our mobile home. ** paid a $3000 deposit and when work was completed we paid the remaining $6000. This was in May of 2023.** received heavy rain at the end of September. After that, we noticed stains on the underside of the carport and drips on the floor. ** determined that there was active leaking. ** recall informing *** by phone or personally, but cannot find a record.January 9, 2024. ** emailed *** to inform them of more significant leaks in the carport and requested that they come and inspect. ******* requested pictures and we sent them the same day. Austin inspected the property on January 26. Later he explained to us that the new shingles on part of the carport had been installed incorrectly by inexperienced members of his crew. The nails were in the wrong place. He told us that he caught the mistake before the new shingles were installed over the house itself.During March 2024 Austin informed us that he had installed sealant over all the incorrectly installed nails and hoped that the leaks would be fixed. Neighbors told us that Austin had spent several hours on our roof.Through April we informed *** of continuing leaks in the carport. ******* requested that we send pictures, and on April 30 we texted pictures of the multiple ******** June, 2024, *** proposed that the roof over the carport, 640 sf, could be torn off and replaced at a cost to us of $600 to cover use of a dumpster. Four days later, Austin visited the site and inspected the roof again. He had a new proposal which was that he tear off the carport roof plus the roof up to the ridgeline of the home. This would be to eliminate the problematic joint between the carport and the house. His proposal was that we would pay $2,300 and he would cover $2,500. He also suggested that we wait and see if we had more hail damage and claim on our homeowners insurance for a completely new roof. *** stated that the first option -carport only - was not advised and would not be ************* June through September, 2024, we asked questions about the pricing. ** wondered how 640sf of carport could cost $600 and 750sf of roof over the house could be another $1,700. ** asked for an itemized quote but as yet have not received one (September 13, 2024). ** did not understand how we should pay anything at all to fix a leaky roof installation. *** said that we were getting a lot extra with the new roof that was not in the original bid, such as tearoff and underlayment. *** said that Austin could hopefully do the work in August.. ** said that we were not happy with the $2,300, didnt think we should have to pay anything, but would be willing to pay $1,500 to help them out, and that we needed to be scheduled in September.September 10 and 11. Phone conversations with both ******* and Austin. They stated that we had told them that the roof didnt leak any more after Austin had applied the sealant sometime before March 2024. This is not true. The carport roof is still leaking, and if it were true then we wouldnt have needed Austin to give us the proposal of June 10, 2024.They stated that we only wanted a better looking roof for free because we had previously remarked on the wavy appearance of the new shingles. ** did ask Austin about the waviness,but he assured us that it would not affect the water tightness, and we accepted his advice.** asked *** if the name of their business had changed because of a statement in their voicemail message. Apparently it is now Best Dam Gutters Plus. *** told us that we did business with Best Dam Gutters Plus and NOT Exteriors by Austin. However, our contract is on Exteriors by Austin LLC stationery.They said that if the roof had been leaking then it would have been up to us to contact them. All of our contacts with *** have been listed above to the best of our knowledge and electronic records.

    Customer Answer

    Date: 10/03/2024

    **** and ***** are willing to accept $3,000.00 and be done.  It would have to be a cashier's check by mail.

    Customer Answer

    Date: 10/30/2024

    My complaint has been resolved.

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