ComplaintsforExtreme Exteriors, Inc.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted Extreme Exteriors to do an insurance claim. This included multiple roofs on our house, garage, and play shed. This work was completed on 11-09-2022. They never cleaned up the job site, they charged us for items that were never installed and also charged for things that were supposed to be replaced which never were. They submitted for supplemental money from the insurance company for things that they did not do. Would that be considered fraud? So far, we have had three independent licensed, bonded, and insured roofers come to inspect the work performed by Extreme Exteriors. All three confirmed that there are multiple areas where there is improper installation and not installed in a workmanship like manner, which would compromise the integrity of my home severely. We informed the attorney a week ago but with no response as of today. A few of the improper installation errors are but not limited to; there are areas where there are no starter strips at all which exposes bare wood, there are areas where the starter strips are installed upside down ( tar strip facing downward on outside edge), and multiple areas where roof-to-wall flashings were not used. Extreme Exteriors has refused to respond to this new information and refuses to honor their warranty. They have not even offered to come to inspect their errors and offer any solutions. This is very unprofessional, and it will be very costly to repair properly. Extreme Exteriors replaced a total of 5 roofs on my property, and it looks like not even one was installed correctly. Our contract states that we will not be responsible for any extra charges other than what the insurance company pays out. The only exception was if there was any rotted plywood, which states the cost would be at $85 per sheet installed. They have submitted several invoices with all sorts of extra charges. I believe that this would also constitute deceptive practices. Quality of workmanship is definitely sub-par.

  

  Business response

  03/13/2023

  We have made multiple attempts to rectify this situation.  The customer originally contracted us to do the roof and siding work.  The morning we started the roof the customer decided he did not want the material delivered on to the roof (this was already scheduled with him to be a roof top delivery) he preferred us to deliver it by hand which is written in as an extra charge on the contract.  When working on the roof it was discovered that there were 2 layers of roofing instead of 1 and there was some rotten plywood we needed to replace.  We have been working directly with the insurance company and they have approved paying for the extras.  We finished the roof on Nov 9th, but it was getting dark.  We came back the following day and did a better clean up.  Upon completion of the roof, we were informed that the homeowner did not want to do the siding work.  At that point we told him the job was complete and we expected final payment.  He then sent a list with issues he had.  I met with him and discussed with him how the work we completed was done how the manufacturer wants us to do the work, so the warranty won't be voided.  He agreed that the only issue he had was that he didn't like how the chimney flashing looked and he thought the drip edge on the playhouse was a safety concern.  He had issue with how things looked because he said that it wasn't how it was before.  When we do a roof, we follow the manufacturer's instructions and he said he understood.  I agreed to replace the chimney flashing and remove the drip edge from the playhouse, so the chimney flashing looked the same way it did before.  This was strictly done for aesthetics.  He preferred how it looked before.  I scheduled a time to come out and do the work the week before Thanksgiving.  I made it clear to him that I was moving around our schedule to make this happen for him (cold weather was a factor).  His wife called the next day and said she wanted to interview the crew before work commenced.  We told her that was fine, but we needed her to come to our office to do that.  After multiple calls back she completely blew us off.  I felt they were stalling on final payment and finding excuses for us to not finish up.  Keep in mind there was nothing wrong with the flashing, I was trying to keep the customer happy so we could receive final payment on the roof.  After multiple emails and calls they have stopped responding to us. Our last email to the Mock's was on 12/2/22 explaining our conversation with the insurance company and presented some options and to this day (March 13th, 2023) we have never received a response from him.   On the 90th day after the roof was completed, we put a lien on the house.  The next day they filed a complaint with BBB.  I have emails sent to the customer and back and forth with the insurance company proving there was no fraud committed or attempted.  When working an insurance claim and we find more work is needed to be done, we work directly with them to get the extra cost included in the original claim.  When we sent the final bill, I removed the chimney flashing from the invoice to honor my agreement.  I can supply you with emails we have sent and anything else you may need.  

  Customer response

  03/17/2023

   
  Complaint: 19580896
  
  I am rejecting this response because:
  

  Just about everything they claim in their rebuttal is untrue and false.  It is very unfortunate for us to have contracted them to do work on our house, and we are fully regretting every bit of whatever service they feel they have provided. We are currently working with someone else to tear off everything they did and start over. This is ridiculous. They subcontracted roofers who are not qualified to do a job that requires quite a bit of skill level.  The list of errors is so extensive that it will likely cost me more to have it all redone than what I paid to do it the first time. They claim that all my concerns are only aesthetic.  I think it stands to reason that the work needs to done correctly AND look good.  They claim aesthetics mean NOTHING, and that it was done correctly. They are wrong on BOTH counts. It was NOT done correctly and it looks terrible. Nothing more to say.

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

  

  Business response

  03/24/2023

  To whom it may concern,
  
  I hope ************ will be required to show some paperwork proving his bold claims, and not just estimates for a new roof.  I can and will provide anything requested.  We have emails with the insurance company proving everything I have stated.  Before starting the project ************ read and signed a project preparation sheet.  In this sheet it states that we plan to have the material boom delivered onto the roof.  If you do not want it put on the roof, we have a delivery charge that is incurred to hand deliver (the Mocks signed it).  When we originally scheduled the roof ************ said that date wouldnt work because there was rain in the forecast for the weekend and he didnt want the roof done when there was any rain in the forecast, and he preferred us to start on a Monday.  We rescheduled it for a Monday and ************ decided he didnt want the material boomed up by the machine, so we hand delivered it to the roof.  After starting the tear off it was found that the roof had 2 layers instead of 1 originally thought and the garage had no ice and water shield.  We let ************ know and told him that we would try to supplement the extra work to the insurance company.  There were also a few sheets of plywood that needed to be replaced on the gutter line of the garage because Ice and Water Shield was never originally installed on the garage.  We reached out to the insurance company to supplement the extra work we did to complete the project.  We let ************ know we were sending in the supplement request but sometimes there is some back and forth between us and the insurance company.  They do not always approve of all of the supplements, but we will go to bat for them.  After coming to an agreement with the insurance company we based our final bill on what the insurance company was paying out with the exception of hand delivery charge and the ice and water shield material on the garage.  ********************* fought back on the delivery charge and the ice and water shield on the garage.  They did pay for the plywood replacement (unheard of) but not the ice and water shield because it wasnt on there to begin with.  Doesnt make sense to me since the plywood was rotten because of no ice and water shield but regardless we put on ice and water shield, so it doesnt happen again (The garage is heated, ice and water shield is mandatory).  The upside down or missing starter strip was never mentioned.  If there is missing starter strip or they are put on upside down, I will be glad to come rectify the situation.  Besides that, Im not sure what is catastrophically wrong?  There has been plenty of rain and snow since the installation of his roof and as far as I know there have been no problems.  When ************ originally called and emailed his complaints I went out and met with him promptly.  He claimed that the roof was done incorrectly because it didnt look the same way as it was done before.  I discussed with him that when his roof was originally put on there werent inspections or code to follow.  His big issues were that they didnt do the best clean up the evening that we finished up (it was getting dark, but we did come back in the morning to do a better clean up), he didnt like where the 2 roofs transitioned pitches (we put a piece of metal flashing between the roof changes), there were 2 bunches of nails coming through the plywood in 2 areas of his unfinished attic where additional flashing was installed, he didnt like that the chimney flashing looked a little taller and different than it was originally,he had concerns with the drip edge on the playhouse could be dangerous to the children, a gutter diverter we put on was too tall, there was drip edge on the garage that looked separated, a mushroom vent looked an inch off from the other vent, and some of the paint on his concrete stairs was chipped from falling shingles. I wasnt trying to downplay his concerns or say that it was all cosmetic, that was only in regard to the chimney flashing and the flashing he could now see that was installed between the 2 different roof pitches and in the valleys.  During our meeting he conceded that his biggest concerns were the playhouse drip edge, the missing piece of siding, the chimney flashing, the separated drip edge on the garage and he wanted us to remove the gutter diverter because it was taller than before, and he felt it would hold snow.  During this meeting he asked if we could add some gutters and downspouts to the back of his house,the insurance company did not pay for this but he said he would pay out of pocket.  I agreed but let him know that I would need to move around my schedule for the following week to have this done on a warmer day.  I also showed him an email from our shingle rep proving the flashing between roof pitches was recommended and there was flashing installed correctly where he saw bunches of nails.  The spots with bunches of nails coming through his unfinished attic were because they nailed down the felt paper, ice and water shield, the flashing between pitches and the shingles themselves.  Each of these items need to be nailed down before the next item goes down and the nails can bunch up.  The mushroom vent hole was already cut from the original roofers, so we did our best to line it up with the other ones.  I told him we could tear it off and recut the hole but there would be an added cost, he declined but at the time seemed content with my explanations.  He said he wasnt too worried about the paint on the stairs, as long as I took care of his big concerns, he could touch up the stairs.  During this meeting ************ also informed me that when another roofer was at his neighbors house he asked him to come over and take a look at the work we did because he had some concerns.  He told me that the other roofer said everything looked good and he didnt see anything to be concerned with.  So we left off with us coming back out the following week to replace the chimney flashing (to match how it originally looked),install the gutter, take off the gutter diverter, address the playhouse drip edge (the playhouse is custom built and the original drip edge was built custom, our new drip edge had to be cut to fit and because it was low to the ground he thought the kids might jump up and cut themselves), and put a s**** in the separated drip edge on the garage.  During this meeting ************ informed me that he wasnt sure if he wanted to move forward with the siding aspect of the project because he was concerned it wouldnt look exactly the same and he couldnt accept anything less (************ told me he is an artist, visualization and aesthetics are everything).  His backing out of the siding is a breach of contract,but I told him there would be no penalty and I would rewrite the final bill showing it different ways.  So, when he says he has received different bills that is why, they were options, not final bills.  These options also showed the full amount we were trying to supplement from the insurance company, before the numbers were finalized.  The actual final bill sent reflects exactly what the insurance company has approved with the only cost to the Mocks being the hand delivered shingles and the ice and water shield material needed on the garage, the insurance company did cover the plywood.  I did not include any work we did not do.  After leaving the house ************* called our office and told our secretary that she knows she has the right to interview anyone doing work on her home and that needed to happen before we could come back.  She was told that would be fine, but she would need to come to our office to do the interviews.  She said she would call back when that would be possible, keep in mind we let them know we were adjusting our schedule to accommodate this work to be done the following week because of the weather.  After many calls back to her, she completely blew us off.  The day before we were planning to come out, I called *** one last time and left a message that we really needed a call back if we were to come out the next day, otherwise we would reschedule when we heard back from them.  A week or 2 later we get a call and email from ************ for something different, stating that he pulled out a piece of flashing (and a video of him doing this) where the siding meets the roof.  When we started this project, the claim was for the entire roof, certain walls of siding, and some gutterwork.  When doing the roof, we needed to get the flashing behind the original baby tins and had to pull off a piece of siding to do this.  At the time,we planned to do the siding on that wall, so we put in temporary flashing in the meantime and the salesman discussed this with *************  ************ was very upset because the roofers accidentally threw away the piece of siding that went over the transition.  There are aspects of siding and roofing that go hand in hand, since we were planning on doing the wall of siding the roofer made the mistake of tossing 1 piece of the original siding.  So long story short after no response from the Mocks for a week or 2 he calls out of the blue not very nicely and threatens us that if his siding leaks, we will be replacing everything inside his home and will be possibly looking at a lawsuit.  I scheduled myself and a couple guys to go the next day and put back on the missing piece of siding (I had 1 piece of siding in our shop that I painted to match his house), reinstall the flashing and address his other issues.  We went out and fixed the separated drip edge on the garage, we cut the playhouse flashing so they werent as sharp, removed the gutter diverter he claimed was too tall, and fixed the missing piece of siding with flashing (we couldnt do the chimney flashing because the guys were never interviewed, but he was ok with them doing the other work).  While out that time *********** informed me that he was not going to be doing the siding, I told him if he wasnt doing the siding then our job was complete.  He said he didnt have to pay us until the claim was complete and he decided what he was going to do with the siding.  I let him know there was no reason to hold back on payment, he can knock off the chimney flashing cost until we come back in spring.  He then said well Im not sure, maybe we will do the siding in the spring.  I told him I need to know sooner than later so we could order the siding (this specific siding has a long lead time) and even if we were doing the siding in the spring, the roof is now complete, so we expect final payment on that part of the job.  We left off with him wanting to talk to his wife more about the siding and Extreme Exteriors would finalize the supplements with the insurance company and send a final bill.  I told him at that time I only wanted to communicate with him through email so all our conversations would be held accountable.  He said he liked that idea.  That was the last time we heard from the Mocks.  We sent the final bill for the work we completed and later a letter from our lawyer.  He responded to the lawyer stating he had to hire someone else to fix the roof.  The lawyer asked him to send the bill and that was never received.  I have tried to get this resolved, but the Mocks have made it difficult.  Our contract states that when the work is complete,we expect full payment within 30 days, the roof was finished on 11-9-22.  I am still willing to knock off the cost of the chimney wrap since I had already agreed to replace it.    
  
  Sincerely,
  ***********************;           
  
  
  
  
  
  

  Customer response

  03/30/2023

   
  Complaint: 19580896
  
  I am rejecting this response because:

  As I stated in my previous response, I disagree with mostly everything that ***************** has to say, especially his most recent and lengthy response.  According to the ******** ********** of ********* and Professional Regulation, ************************* is the only licensed roofer listed for Extreme Exteriors.  ************************* did not work on my roof at all at any time.  He never even inspected the work that was performed by whomever the group of guys that he sent to my house.  These guys left one heck of a mess, and that was what made me start taking a better look at what they had done.  They finished up at night and were using flashlights to finish the work. How good can the quality be when you are working in the dark?  They did not come back the next day as he states. They finished on Wednesday night, and *** did not come back until Saturday morning. Even then, he only brought a magnet broom and stayed about 15 minutes. He did not clean up anything else, or pick any of the other trash they left. The only reason ***** and a couple guys came back to do anything at all was because I noticed a huge hole in my wall that they left for rain, bugs, animals, etc. to get into. I told them if I had any damages due to that hole, that they would be responsible.  ****, the other owner/wife of ***** laughed at me on the phone and said ha, good luck with that. She also said that you are just talking SH@t   That was rather disturbing to hear and very disrespectful.  When ***** and his guys came to do the repair that they created in the first place, he said I should be grateful, and that he was fixing it out of the kindness of his heart.  I also asked about different things that they changed without my prior approval, and he said it was all done to manufacturing specs. I asked more about the specifics and details, and he replied, I dont need to show you anything.  He then told me to go inside my house and only contact him through email. I received a letter from their attorney demanding final payment for a bunch of bogus charges. We made an attempt to resolve and pay Extreme Exteriors, but they would not acknowledge their errors in their invoices, and errors in their labor. In addition to that, the response from their attorney was they would only credit the chimney wrap (which we already paid for in the original contract),and they were NOT coming back to do any other work. That is what caused us to start calling other roofers to have their work inspected, because we felt something was not right.  Their work is far below par, and we have had to hire another company that is licensed,bonded, and insured to fix their errors. I have had several different roofers all qualify all of these errors. They said a lot of these errors are not really excusable for a licensed roofer. A licensed roofer would never make such rookie mistakes. It is quite ridiculous. As it stands, they have filed a mechanics lien against us. I asked every roofer that I called out and had received a quote from, if they had to rate all of the work done by Extreme Exteriors on a scale from 1 to 10, what would they rate it? All of them said either a  4 or 5 stars out of 10 overall. That is not my opinion, it is a consistent opinion from other professionals in the field. When I was in school, 50 percent was an F grade.  I think the same applies here.
  
  Sincerely,
  
  *********************

  

  Business response

  04/07/2023

  ***,

  I'm not sure what it is you are asking us to do to resolve this?  You keep saying the roof needs to be replaced, but why?  I don't see any reason to tear off a perfectly good roof.  The issues we had were regarding flashing we have installed since you didn't have any to begin with, a chimney wrap that looked different than the original chimney wrap and some issues we already resolved.  The chimney wrap was not included in the original estimate.  We supplemented that to your insurance company after finishing the roof, along with the other supplements that were approved.  We did also add ice and water shield to your garage roof because it is required on heated buildings.  You were ok with us doing it at the time?  Everything we did was to help you out.  You had rotten plywood because of not having ice and water shield.  We added it and the flashing between the different pitches of roofing, so it was done the right way.  All this was done the right way for your benefit.  We also were able to get the extras paid for by your insurance company even though we didn't start the claim process.  We were dealing with a claim that you filed.  We got them to supplement the missing items and extras so why aren't we receiving final payment?  We have done everything possible to help you through this process.  The only other thing I can offer is to eat the cost of the ice and water shield and the cost of the chimney wrap.  If I do that, I expect final payment immediately and you to drop this frivolous claim with the BBB and the Attorney General.  I will remove the lien from your home, and we can both move on with our lives.  You haven't really given any specific details regarding what is really wrong with the roof.  I don't know what else I can offer to do; we did the extra work, and the insurance company is paying you for that work.  Replacing a roof with nothing wrong with it makes no sense.  Please let me know.

   

  Sincerely,

  *************************

  Customer response

  04/16/2023

   
  Complaint: 19580896
  
  I am rejecting this response because:

  The very fact that ****************** says my claims are frivolous is exactly the demeanor I have been getting the entire time I have dealt with Extreme Exteriors. The bottom line is they are rude, very unprofessional and do completely unsatisfactory work. They have been dishonest and fraudulent. They tried to scam my insurance company by telling me they had five layers of shingles to remove. I immediately challenged that and we had a lengthy disagreement until they finally admitted that it was only two layers.  If I had not stood up for what is right, they would have scammed my insurance company for a bunch of extra money. This happened within the first ten minutes of being at my house. Now they are attempting to charge us for things that we paid for and they never did, they are attempting to charge for items that they never installed, and the laundry list of errors is quite remarkable for a supposed licensed roofer.  As I stated earlier, ****************** is the only one listed as a licensed roofer for Extreme Exteriors, and he never worked on my house, nor has he even inspected it.  Further, once I informed him of some things that I was not happy with early on, he was disrespectful and neglected to do anything to address any of my concerns.  They never came back up to clean up, and they left about 200 nails in my driveway alone.  There was garbage EVERYWHERE.  It was very ridiculous.  The repairs to correct what Extreme Exteriors have done far exceed what they claim we owe them. The invoice total they claim we owe them is severely wrong plus there are fraudulent charges.  What ****************** is failing to recognize is that since we have had multiple roofers come to inspect their work, the situation has now shifted into a whole different set of circumstances.  I am not a licensed roofer, but I could tell that there were multiple issues with the various roofs. They had placed a mechanics lien and tried to pressure me to pay for an illegitimate roof. Keep in mind we paid for the entire roof up front. The money they claim we owe them is for supplementals.   As a result of the lien, I then needed someone licensed, bonded, and insured to qualify my suspicions.  I was completely flabbergasted when they really started taking a hard look at the work performed by Extreme Exteriors.  The bottom line is we did not have just a few minor issues that are likely to come up with any major project. We had so many issues and twists and turns, it is dizzying to even begin to tell the whole story.  These errors basically prove that the roofers he sent to my house are not licensed.  I have listed a few errors regarding improper installation in a previous complaint, but there are even more.  A few issues of improper installation from the very long list are: shingles were installed on a low slope roof (extreme improper installation), step flashings were not used in various places deemed absolutely necessary(improper installation), chimney flashing is very poorly done- there are exposed masonry nails with no sealant covering them which are already very ***** and ready to fail (improper installation), gutter flashing kick-outs are covering gutter end cap and causing water to overshoot gutter(improper installation), Ice and water shield that was put on garage is not up to code-it does not extend past interior wall far enough(improper installation),  starter strips are missing in areas (improper installation), starter strips are upside down (improper installation), the list goes on and on. I felt that I needed to file a complaint because other consumers need to know what type of business they are, and the quality of workmanship that can expect when contracting Extreme Exteriors.  The Better Business Bureau does not get involved with any legal issues, so I just want my opinion to be heard and to let others make up their own mind on whether or not to trust Extreme Exteriors with their most expensive investment (house). We did and completely regret it. They were dishonest from the very beginning, but we had no way to tell until the contract was already signed and we gave them a check for a large sum of money.They told us their company did all of the aspects we needed done. The major one was that we needed a new chimney before the roof was started.  After a few weeks, we asked when we were going to get the chimney going. They then told us it was a subcontractor and that I had to coordinate with him for a quote, etc.  He cancelled an appointment on me once.  After 2 weeks he finally came out and was very rude, and basically said it was too much for him. He gave us a price that was more than double any of my other quotes.  That really ticked me off.  I ended up having to call around last minute and try to get someone that does quality work, on a very short notice. That was very stressful for me. One of the only reasons that we went with Extreme Exteriors was that they said they did everything-masonry, roofing, siding, gutters, etc.  When ****************** came to my house in late November to discuss the issues that I had at that time, he had admitted that everyone that he has working for his company are sub-contractors.  I told him at that time that I would then need lien waivers, etc.  He agreed, but we have seen nothing as of yet. The last thing I would like to mention is how the day went when my insurance adjuster showed up.  We had never filed an insurance claim before,and we told that to ***********************, the salesman.  He insisted on being there on the day when the insurance adjuster was going to be there. He said he just wanted to be there to maybe point out a few things that the adjuster might have missed. We thought that seemed nice.  After the insurance adjuster left, **** turned to us and said, I should have had you sign something first, but here lets go over the commitment contract.  We asked what if we do not want to sign it right now? He replied we did not need to, but that he was also a public adjuster, so if we do not sign a contract with them, that we would owe him(****) 10 percent of whatever the insurance claim amount would be.  We were shocked, and my wife gets uncomfortable in situations like this, so she just signed the paper and went inside to avoid conflict.  We were **** and hoped for the best, but we were soon let down. We later found out that no contractor needs to be at your house when the adjuster comes out. It was a high pressure tactic to get us to commit to a contract. All of this being said with so much more that could be said, all I see is ****************** demanding money for an unsatisfactory job, he has breached the contract in multiple ways, and has done nothing to try to correct the situation. He relayed through his attorney that he only wants to be paid, and was not returning to do any more repairs(warranty work) at all.  Given what we have been through at this point, I would not trust Extreme Exteriors to ever do any work for me again.
  
  Sincerely,
  
  *********************

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