ComplaintsforPerfect Choice Exteriors, LLC

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told when I bought these windows I would have no more moisture on windows

  Business response

  08/16/2022

  After speaking with Mr. ******* via phone and after asking several questions, our production manager was able to get a better idea of the customer complaint as new windows just would not be a normal reason you would get moisture.

  The homeowner stated he has been having condensation on his windows for the last 3 years. He stated he had a meter to test so we asked him to use that and he reported his reading was at 55. A normal reading is around 12. 

  Our production manager believed it had to have something to do with his attic and the passive airflow which should be moving throughout that space.

  He went to visit Mr. ******* home last night and upon his investigation found the following to be true...

  In the attic space, the customer had insulation blown in and it was blocking his soffit vents as it was not done correctly. That would need to be cleaned out of the soffit vents for passive air to flow through correctly.

  He also has spray foamed his basement and seal plates basically turning his house into a greenhouse.

  Our production manager asked the customer to do his meter reading again and then open one window on each side of house for 3 hours and repeat that reading and moisture test on windows.

  After doing this, the customer agreed there was no moisture or condensation built up on the windows. This is not a window problem, there is no airflow getting into the house as needed so the heat from above is pushing down to the lower floors and cold is rising 

  which causes condensation or moisture to build up around the windows. His old windows did not have this problem precisely because they were old and the seal was letting to much of a draft through.

  Customer was still not happy with this explanation but we are unable to help him as replacing or trying to modify windows which do not need modified in any way will give him the same results he is getting now.

   

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Middle of June these 590# started calling after 2 weeks I finally answered, they said I had inquired about windows, don't recall, I told them I had bigger issues with mold I had found in my bathroom, they claimed to do this work as well and could come very next day to take a look and give estimate, as I was in distress about this I allowed the 2 men into my home to inspect the bathroom even mentioned to them I had contacted my homeowners, they also mentioned having a lending company they could go thru to finance project , the man acted like he knew exactly what I was gonna need having other guy do measurements and write down information what I thought was a guesstimate of course , I mentioned the price.that was just incase project needed that amount showed me some lifetime tub brochure and some flooring to choose from , no pricing given or listed out like materials , labor but one big figure. They let me know they were a couple months out and that was answer I was getting everywhere they said give us 1000 more we will make you priority. In distress and worried I agreed to the 1000, big red flag as well , called in 2 days about coming with loan papers after all they obtained from me was DL and ss# , guy seemed in a hurry had all these lines highlighted, I questioned a dif on loan papers and stopped from signing last line they had highlighted stating I was satisfied and work was complete so they could get whole monies at once, another red flag plus they false reported my income, then called and wanted to start same day, no prior communication had tub no flooring , tub was cheap from homedepot flooring he tried to have me pick out at home pepot to hurry the project along , I refused and held off after they sent unlicensed plumber to do work , broke water lines shut water off to whole house and was without for 2 days , mind you all I have is a toilet at this point because after all these red flags I questioned it when guy tried to return 2 days later. Fired them help

  Business response

  08/08/2022

  Ms. ***** contacted our offices through a marketing and or advertisement ad. We reached out to her and set a time to discuss the bathroom remodel.  We arrived at the home on time and our certified bathroom consultants conducted an inspection of the existing bathroom, and were told at the time that there was a mold problem and probably leaking that needed to be addressed.  They consultants presented a price, as well as a time frame of 6 to 8 weeks to start the project, this is a standard time, but stated that they could place her on a flash installation list as she stated she was having prior and current leaking, there was not a discount or a additional charge for this, as stated in the documents provided attached. The customer agreed to the contract and all the pricing associated with it, she was explained as all our customer are that this price is for full installation as well as the materials. We contacted Ms. ***** and made arrangements to have the documents to finance the project signed, and at no time was she ask to sign OFF on the project as completed, this is strictly done once completed, as well as we require an internal completion, the bank will require their own completion.  Ms. ***** was contacted by the finance company to verify that she was in fact applying for a loan and went over all aspects of the loan parameters with her- loan amount, interest, terms of payment, payment amount ect.  If she would of not agreed, we would not have proceeded with ordering and scheduling installation.  Ms. ***** contacted our office just a few days after her paperwork for financing was signed and asked when her project would be started, the manager of production told her that he had her items coming ETA of 8/02/2022, but that the job would start with demo and plumbing inspection near 7/29/2022.  The project was scheduled and started 7/27/2022 and the customer was met by the foreman installer, **** who explained later on 7/28/2022 that she had some pretty sever leaking going on after he started demo and that the water would need to remain off until plumbing was inspected and completed.  The response from Ms. ***** and her companion was that they were not worried about the water being off, that they had a place to stay until completed.  When leaving on 7/29/2022, the installer was told that there would be a key left for him when returning, he proceeded to go and get the installation materials for prep and his truck broke down, he was unable to return that day, but did try and call the customer and did call the office, which could not get in touch with Ms. ***** to relay the message, a common problem that PCE has experienced previously when trying to contact Ms. *****.  On Saturday July 30, 2022 **** (the installer) tried to return for the clean up of demo and prepare for the plumber that was expect 8/1-8/2 but the door was locked and no key was found, again tried to call the customer with no success of getting in touch with her, and again called the office to communicate.  We contacted our plumber to reach out to her as well on 8/1 as he had stated that he could be there on 8/3, but received no call back to set that.  On 8/1/22 PCE received a notice from the finance company that the customer was upset with her project, they were explained that the project was not complete and that the homeowner would not communicate with us to finish the demo clean up nor would she communicate with the plumber to schedule to have the items fixed plumbing wise prior to installing new bathroom materials.  We proceeded to call the customer several times over the course of 2 days, and then wrote a letter and sent via email and certified mail to the customer to contact us regarding the project.  Ms. ***** in no way has been frauded, but she is in default of the signed contract and we would still like to get her bathroom completed but she will need to call our office and or the plumber 1st to set a time to have the plumbing inspected and fixed.  Once the project has been completed the finance company will call the customer to verify that the project is completed and that the customer is happy, this ensures the customers satisfaction prior to us receiving payment.  I have attached documents A-H4 for your review and a description of those are below, please note that items attached with full financing documents were left as a copy for Ms. ***** records.  Again we would like to complete this for Ms. ***** so that she may have a new beautiful bathroom, but need to be communicated with. 

   

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  Customer response

  08/10/2022

   I am rejecting this response because:
  There are many false claims in there response which I have documents and pics, camera footage as well as texts and calls, I never seen no such flash installation form that's a new one to me , these guys are crooks I have contacted legal council. Thank you 
  
  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a new roof installed with this company- that included new decking as needed in June 2012. Recently, (May 2022) a home inspection on my roof indicated that there are soft spots on the new roof in the front of the house.  In response, I had another company inspect the section of concern, who claimed the insepction notes were correct. 

  My contract called for the replacement of decking as needed. They clearly didnt replace the decking as needed, which I trusted them to do. I tried calling the business about this issue and was told "have fun selling my house!" They arent willing to listen to the problem or work with me on a solution. 

  Business response

  05/11/2022

  Customer contacted our office on 5/10/22 in regards to falsifying information for his realtor so he could sell his home.

  This roof was installed on 6/15/2012.

  We were never contacted for any issues on leaking or required services until April of 2021 when the customer contacted our office and requested we come out and fix his roof as a tree limb had fallen on it due to high winds/storm damage.

  Our warranties do not cover storm damage or acts of nature. Customer was to call his homeowners insurance, he never called back so we do not know who fixed that damage or if it was ever addressed.

  He was very rude cussing yesterday at the production manager who spoke with him who eventually hung up on the customer as he would not stop cussing at him.

  The customer called right back and started threatening with very vulgar words and descriptions of how he would physically harm us.

  We would have been more than willing to come look if there was a problem caused by us for a service fee but customer was not agreeable to that.

  He further stated that if we did not get over to his house and tell his realtor there was nothing wrong with his roof so he could sell his house, then he would turn us into the BBB.

  Customer response

  05/12/2022

   I am rejecting this response because:
  
  
  everything they wrote is a lie,ofcouse

  Business response

  05/20/2022

  After going over your contract, it does state that we were to replace bad wood around the sewer vent coming through the roof above the bathroom. Also, to remove box vents and fill in, and to allow 2-3 sheets.

  We did this per the contract. The deterioration of your decking on your home over the past ten years is in no way our responsibility.

  At the time of installation, there were no signs of bad decking except for what is listed above which we did replace.

  Some examples of why your decking may have deteriorated are listed below:

  1. Heat build up in your attic space

  2. Snow load- too much snowfall and sitting on the roof for an extended period of time.

  3. High winds/storm damage

  We are not responsible for acts of nature as per the contract states.

  As mentioned previously, you called in 2021 regarding a tree limb falling onto your roof and you were going to contact your homeowners insurance to have that resolved.

  This too could have caused signifigant water/moisture damage to underlayment.

  We never received a call back on you for that to assess the damages and provide an estimate to your insurance company on those damages.

  We are unable to determine whether or not that was ever tended to and if it was where on the roof the problem was and whom you had fix it which would void your warranty with us once another company does work.

  Customer response

  05/20/2022

   I am rejecting this response because:
  
  
  I'm no roofer,but the guy that came over to check what the house inspector found is **** *****.He has an A+ rating with the BBB.They keep bringing up that I told them that a tree limb fell on my roof.I never said that ever.Do they not read the first complaint and the follow up? The roof either leaked to cause the decking to rot because the didn't know what hey we're doing,or they should have replaced more of the decking to begin with before they put on the shingles.I'm I supposed to go up on the roof and point out which decking should be replaced?They should have known better.I guess I will have to sue these guys.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was sold the roof contract in March of 2019, I was set up with a loan from Aqua Finance through the Perfect Choice company. I borrowed $13,200. I was supposed to get my roof replaced in April and that was completed. However soon after the completion I started having leaks on one section of the house. (a part that is fairly flat). I called the company and they came out and thought it was fixed. I went ahead and replaced the insulation and ceiling in those 2 rooms. It turned out that the issue was not fixed. They came out and just put a band-aid fix (black-jack) and then Covid hit and I was unable to get anyone to do anything. They have continued to avoid the issue, mainly due to lack of workers which was a legitimate excuse at first but I feel this has gone on long enough. They have passed me onto sooooo many people within the company that now they don't answer or return my calls the poor receptionist is stuck in the middle, I do not feel that I am asking too much, I have been very understanding and patient but this is ridiculous!! I cannot fix my ceiling until this is fixed....... please help me get this resolved. I just had surgery on my ankle and am not able to get to my pictures but if they are needed I will try to get them. I am a widow who was scammed out of a roof by the first contractor ($14,000) and did not even get a roof. Then I had to borrow again for an actual roof. I asked people that I know who had done their roof and if they had any problems and that is how I ended up with Perfect Choice. This has ruined me financially. Please let me know what you can do. It is not like I waited 2 years to make an attempt at resolving the issue!! This last incident was the last straw when he said that the roofer came out and took pictures and there was no problems found!! I am off for medical leave and NO ONE was here!!! They pretty much called me a liar!! If I could afford a lawyer I would.

  Business response

  02/08/2022

  Perfect Choice Exteriors does show record of the customer contacting our office on 11/15/21, the same day that the customer contacted the BBB and as of 2/7/22 we have not received any additional complaint of response from the customer as we did service her roofing concerns to what we thought was resolved.  We have and will reach back out to the customer to ensure all concerns are or have been addressed.

  We would like to point out that dumpster and trash dumping are not the responsibility of our company as we can in no way regulate what may or may not be put in dumpster left open at the consumers home.  We do however take any concerns with any employee or subcontractor VERY serious and have noted that the contractor on sight was spoken to about any and all uncanny behavior. 

  We do not show the loan that the customer took out was in the amount of 13,105. However  we show she did finance her project with us and has a contract in the amount of $10,800.00, the customer had a previous loan balance with the finance company in the amount of $2305 and that was added to the 10,800.00 for the customer. 

   

  Perfect Choice Exteriors will be back in touch with the customer to ensure that her project has been serviced since her last contact with the BBB or PCE.  We would also like to address the delay in responding to this BBB complaint was due to the email addresses on file with the BBB being incorrect therefore delaying the receipt of the complaint and responding, that has since been fixed and we strive to answer all complaints within 48hrs of receipt.  We are here to make the customer happy and will again be contacting the customer to ensure all concerns are addressed.  

  Customer response

  02/09/2022

  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.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Perfect Choice to fix my roof after a tornado damaged it. Perfect Choice has sent multiple crews and came out 5 separate times to finish my roof, and it is still not done. On the fifth time of coming out, they claimed to have finished the job. When I inspected the roof, I discovered a crew they hired put a hole in my roof and hit it with shingles. I had one of their employees come to my house, and verify the hole was there and new. While here we also discovered the crew they had hired had been drinking while on my property. (alcohol cans in the dumpster they rented) After a lack of communication and fighting trying to get this hole fixed. They have yet to follow through with the days and times they said they will be out, which has changed many many times. When asked for their insurance to file a claim, they dodged the question and did not give it to me.

  Customer response

  02/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  The company did resolve the issues, however is was not the same day but mid November. Additionally it took more time to received the certificate of completion which I needed for my insurance company. As of today, nothing is needed from them and I do not wish to work with them going forward. 

  Business response

  02/08/2022

  Perfect Choice Exteriors addressed the service issue on the same day that the customer contracted the BBB 10/26/21 and to date we have not heard back from the customer regarding any additional concerns.  We have contacted the customer on 2/7/22 to follow up and make sure that he was not experiencing any additional problems, as of 2/8/22 @ 945AM we had not heard back from the customer.  

  In response to Perfect Choice Exteriors not answering the BBB complaint from 10/26/21,  this was due to the email addresses being incorrect at the time of the complaint coming in therefore Perfect Choice Exterior nor any active employee of management were in receipt of that email.  We strive to represent the community and our business in the upmost manner and have now corrected the addresses and persons responsible for all complaint that may come in.  Perfect Choice Exterior will reconnect with the customer via phone, email and or letter to ensure these issue have been and or will be resolved.  

*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. ↩