ComplaintsforTri State Exteriors

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 20, 2023 I signed a contract with Tri-State Exteriors to custom build, and install a backyard deck to it's full completion. When I signed the contract, in the company of my husband and the Sales Rep ************************** the owners nephew, my husband and I were with the understanding of the estimate provided by ************************* the total job time for the deck would be 2-4 weeks, once the materials arrived and with cooperative weather, and ground thaw. Well, They dug and poured the cement footers in December 2023, because the ground never froze this past winter, and it was a very mild winter. I have date-stamped photos of the entire process.The owner ******************* has been aware of his employees, not showing up when they say they are going too, and his employees seriously lack professional knowledge of the job, and professional conduct, one employee, ******, showing up on more than one occasion drunk and smelling of alcohol from 5' of distance. We had to fire one of his sub-contractors ******, on the job, because he kept installing everything crooked, and incorrect, and was verbally abusive to me in front of my husband.My husband and I have over 200 text messages to and from the owner, *******************, my sales rep. ************************ ****** (Tri-State Employee), and sub-contractor ******, as well as call logs on both my husbands 2 phones, and my phone, asking for over 4 months, that Tri State either returns our money or finishes the job. They cannot keep both our money and our product. We are now 6 months into the job, with no date to complete the job. All my husband and I get is the run around, we'll be there, then they don't come, or they come and shortly leave, and we don't see anyone for several more weeks. I feel this company is only fitting us in where he can, because we've already paid in full, and he has no timeline on our contract, only says will be done in spring, but we started the job early in December. Finish job in 7 days or refund us our money in full.

  Customer response

  06/03/2024

  The owner has reached out to me since I have filed the complaint, and has even worked 2 partial days on my deck, completing a couple issues, but not all.
  
  The owner ******************* of Tri-State Exteriors texted me on 5/22/2024 stating that he would have his nephew and another employee ****** finish up the deck work on Monday 5/27/2024 and Tuesday 5/28/2024, including but not limited to plugging the holes in the Trex composite decking and stairs so the holes don't "mushroom or swell", put up fascia trim, install the lattice trim to underside of deck to ground.
  
  Now his excuse to not finish the job, is that I filed a complaint with the BBB and gave him 1 negative review on his ***************** Page, which his company allows customers to do. 
  
  Please help.
  
  Sincerely,
  ***************************
  

  
  

  

  Business response

  06/05/2024

  We have tried on numerous occasions to take care of this customer. She is constantly changing her mind on how she wants the deck done. We have gone above and beyond to get this deck across the finish line for her. Her contract with us does not state anything about the extra add On's that we bought, paid for and have installed for her, but we wanted her to be happy (even taking a company loss) It wasn't until last week that we thought it be best just to cut our ties with her. Due to the threating messages and phone calls directed to my employees. I really hate to say this but with having this conversation with her husband there may be some underlining mental health issues that i hope ******* gets some help with.

  Thank you 

  Customer response

  06/07/2024

  I hired this company to bring their knowledge and expertise to our home and build us a deck. My husband who is a 27 year disabled U.S. Army Veteran and I, expected a thorough job from start to finish, why wouldn't we? That isn't what we received. Our sales rep was very unsure about much of our conversation and had to consult with his uncle, owner ******************* on a constant, because he couldn't answer as to why it was taking so long.
  
  My questions were simple. They told us 2-4 weeks, I ask why is it taking so long? I don't get any answer why. I want to know why it is taking so long? 
  I have evidence to support all of my claims, and am not making any false accusations of mental illness, to prove the negligence of this company. I do not make false claims.
  I have an appointment with the City of Auburn Planning and ******************* to come out on 6/10/2024 at 1pm to do a final inspection, since I have /n a text message from the owner ******************* stating that he feels the job is complete and he has fulfilled his end of the contract. I hope it passes or Tri-State will have other issues to address.
  
  The fact is, they GROSSLY underestimated the cost of my job I'm learning. They hired an un-skilled subcontractor that was highly uncapable, who only worked 1-2 days a week for a few hours, or not at all. When addressed all I get are excuses. Okay, we'll handle it, or your Trex hand rails are on order with ********** for 4 months...really? When I pressed the owner ******************* for proof of the purchase order, because I felt he was lying. He shows up 1 week later with hand rails that aren't Trex, that I finally agreed to because I need and want to access my backyard. Just to find out that the hand rails have to be 36" apart, and they are not, because they didn't build the steps wide enough.
  
  
  I will also continue to update this complaint, and furnish new material to support my claims as they come in.
  
  Thank you

  Customer response

  06/14/2024

  Hello, 
  I would like to update my complaint to include that, the inspector ******************* for the City of Auburn Planning and ******************** came out on Monday June 10, 2024, at 1 p.m. to do a final inspection, since that is what Tri-State is Claiming that their job is complete and finished, per the "written" contract, and not what the owner himself, ******************* has stated multiple times through text message, over a period of several months, to both my cell phone, and two of my husband's cell phones.
  
  Inspection concludes that the substructure is NOT finished, as there are substructure boards sticking out on both North facing and South facing sides of the deck, 1'1/4" feet on one side, and 1/2 foot on the other. This concludes that the substructure is not complete and poses a trip hazard. The inspector will be contacting ******************* to make him aware that they need to be sawed off.
  
  I would also like to address that the owner ******************* nor Tri-State has not once provided any proof of his allegations (photos of correspondence), nor addressed any of my concerns as to why it has taken them so long to get the job done, other than "they keep trying to please me with all of the add-on's". What ******************* of Tri-State does't discuss, are how the "add-on's" got added onto the job. Their sales representative, didn't think to add basic items to our contract like, 3-tier stairs for a deck 25" above ground, stair rails, deck perimeter rails, fascia to cover bare wood, and lattice/trellis to underside so wild animals don't nest. All of these items are standard basic items when building a deck, and because the owner recognized his sales rep/nephew did NOT include them on our contract, ******************* said to us in person, in calls, and in MANY text messages that they would complete the job to include all of those items, which I can prove.  He WAS making good intention to do the right thing. Also, if ******************* and Tri-State never intended on doing all of those things, then why did they buy them, why is the lattice still sitting in my grass against the fence, and why did ******************* himself partially install the front facia covering the exposed bare wood on 5/20/2024 & 5/21/2024?
  
  That is why my husband and I have so many text messages from the owner *******************, stating that he would do it. Well, poo or get off the pot. One of us had to make a move, and honestly I'm tired of the run around! SIX MONTHS for a 2-3 day job, that I agreed to 2-4 weeks. That expired on 12/21/2023.
  
  Also, I have never once threatened this company and they have no proof of that because, it never happened. However, in my text messages I have provided, of the correspondence I've had with Tri-State, *******************, ******, and others, that I have ALWAYS been more than courteous, right up to the last week of May 2024. This should show that this company is still trying to excuse his way out of this mess, with zero proof.
  
  In conclusion,
  
  I am NOT allowing this company onto my property as I have formerly stated. I no longer trust them as they have made false and slanderous accusations against me, saying I have "underlining mental health issues" publicly on BBB web site. My husband nor any physician has ever said that of me. I am appalled. However, I would agree if he hired ***************************** to finish the job to entirety. He is a mutual contractor we know, but other than that, I feel there is no other option than to ask for a full refund, so I can build from scratch, as "No reputable contractor will build off of another contractors work and insure it." I was told this by ************************* of Knot Just Decks, and 2 other local BBB accredited companies with all good reviews.
  
  This is my last attempt at working out a solution, still as the company slandered me publicly. If ******************* and *********************, owners of Tri-State Exteriors are still unwilling to reach a resolution once and for all, I will file my completed forms for the suit of $10,000.00 in the Dekalb County Superior Court. I hope to have this resolved by the end of next week, 6/21/2024, as that will put this company 6 months in Breach of Contract, since the substructure is not complete.
  
  
  ***** can still text me to set up an appointment for ******* (****) to come out, or **** can call me directly. I am only accepting text messages from ******************* at this point, as I do not trust him, and haven't for some time because of this entire debacle. 
  
  Thank you,
  
  ***************************
  

  
  

  

  Business response

  07/17/2024

  We would be more than happy to see this project completed and to *******'s satisfaction.
  I spoke with the same inspector ***.R who understands where we are coming from. Like I said in the previous response ******* has changed the plans on this deck several times.
  Once the threatening phone calls towards my employees started to come in that's when we **** the line. The inspector has advised us not to step foot on her property until hopefully ******* can be civil with us.
  Honestly, that's all we want to do is just finish *******'s deck to her satisfaction peacefully and move on to help our other customers.
  We would highly appreciate *******'s cooperation.
  Thank you 
  Tri-State Exteriors 
  

  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 6/2022, we paid for a roof installation and gutters for the front of our home. The roof was done but the gutters were not done. Several times, we have attempted to contact someone about this. It wasn't till we posted a bad review, that we were contacted. We were told that the sales person had been fired. When asked when we could expect the gutter we paid for to be installed, *****, the person I spoke with on the phone, said, "soon" and asked if I could please retract my bad review because it was hurting the company. I told him that we needed the gutter fixed as there is a break in the gutter and the water flowing from the break was ruining the driveway. He told me to put a rug or a mat over the spot so no more damage would be done. We did this. We are still waiting for the gutter!I didn't even complain about the Koi fish the roofers killed when they didn't cover the pond. *****, the original sales person said we would be compensated for the fish. I just want the work we paid for to get done. I have the receipts AND all the texts from the original sales person, *****.

  

  Business response

  10/31/2022

  ******, thank you for reaching out to us. I do apologize for this misunderstanding. The gutters were added as part of a change order and per our conversation last week you are now on our schedule for the installation of your new gutters. Thanks again ****** for trusting us with your new roofing system.

  Customer response

  10/31/2022

   I am rejecting this response because: This is the 2nd time we have spoken with Tri State Exteriors. They keep saying this job is going to get done, yet we are given no date as to when.This was supposed to be done 2 weeks after the roof was put on back in June. We've tried to understand Tri State has had some problems with their wotkforce and some paperwork was lost. We sent them the paperwork as we were asked to do. The only time we hear from Tri State is if a bad review is left or updated. Then they call, wanting us to retract the bad review, promising they will come out in a couple weeks to finish the job. The job is not finished, and now, we are even doubting the " guarantee" on the new roof we spent a lot of money on. We have to have an electrician in now. Shingle bundles were dropped so hard on our roof that fixtures in one bathroom and the dining room were knocked down and no longer working. 2 of our Koi fish are dead due to debris in the pond the workers were supposed to cover and did not. I'm still picking up debrief from the yard to include nails and shingles, and the driveway is eroding in certain parts where the gutter has broken. We are very disappointed in this company for not keeping their word. Our trust has been broken more than once with Tri-State Exteriors. A company is only as good as its owner's words and so far we have had a lot of apologies but no action.
  
  
  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tri-States Exteriors is a roofing company. I hired their services in 2020 to install a metal roof on my home for a cost of $32k. They installed the roof. Although several issues were detected by me (the customer) after install, they were great and resolved it then. This year I detected a leak in the garage at the beginning of the summer, around the end of May or beginning of June. I called them because the roof has lifetime warranty. They were easy to reach and came to address it 2 weeks later (sometime mid June). To my surprise, just a month later, I noticed that I still had the leak at the same exact spot. It was reduced but it was still leaking. I contacted them again, and I was able to reach them with the first call to explain it was still leaking. They said they would call back with an update as to what they were going to do next. Close to 2 months after that call, I have not heard from them. I've called close to 20 times during the last month and a half and have left them over 10 voicemails (polite and patient voicemails) asking them to please return my call to give me an update as to what they are planning to do to fix this issue. At this point I believe they are ignoring my voicemail and calls with the hopes I go away. After a $32k bill, I wont. We are already getting into the colder months and no reply, updates or answers.

  

  Business response

  12/07/2022

  Hi ******, I think the reason you have not received a return phone call from us is because we have a new phone number.

  Our number is ************ please call us right away so we can get this taken care of as soon as posiible.

  Thank you

  Tri-State Exteriors

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The beginning of july of 2021 my ceiling started leaking water. I contacted tri state exteriors about coming out and fixing the issue. They sent out a person and he checked everything and told me i would receive a quote. I waited about 2 weeks and no word from the company or the guy that came out. So i contacted tri state again and they told me they would be in touch. A few days later on july 28 i received my quote and accepted it for a total of 766$ to repair the leak and patch the leak. After accepted i had to wait another week before i could even schedule anyone to come and do the work. After the work was finished and i was told that everything is good to go and the leak is fixed. We had a rain storm a week later and the same spot is leaking. I contact tri state and told them and i was told oh well there must have been 2 leaks and they told me they would send someone out. They have not sent anyone out i have called them 4 different times now and get ignored everytime.

  

  Business response

  10/13/2021

  We came out and addressed an issue that Tyler had mentioned he has had numerous issues before with. When he initially called I had one of my installers drop what he was doing and stop out at the residence and tarp his roof to prevent any further damage. I had my repair tech stop out and do an assessment of the damage and send me an estimate for a repair. Yes there was a 2 week gap between the initial assessment and sending the estimate. We are a small company and are very busy throughout the summer months. The estimate was accepted and my repair tech scheduled the repair. The repair was done and thought the issue was resolved. I was contacted a month later by Tyler stating that the issue was still present. I reached out to my repair tech and informed him of the issue. I have only repair tech and he not only has a busy schedule through us, but has his own life and schedule to maintain as well. My repair tech had some very unfortunate events take place in his personal life which required him to be unreachable for some time. I have answered every time Tyler has called and assured him we hadn't forgotten about him, we are just busy and asked for some understanding. There is no guarantee when it comes to a repair, as expressed in the estimate that Tyler reviewed and accepted. As a sign of good faith, I will gladly give him his money back until we can get out there and correct the issue. If it is determined that the repair is not the issue, I would like to extend a $1,000 credit towards the estimate of a new roof to reiterate the fact that we are not out to scam anyone. That is bad business and not how we operate our company. I spoke with Tyler yesterday and he seemed understanding that our schedule was busy. Now he is not retiring calls or texts to resolve this issue.

  Customer response

  10/14/2021

   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.

  
  

  Thank you.

*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. ↩