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Complaint Details
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Initial Complaint
03/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We were quoted a price for deck and fence in ***** of 22. We have a deposit for about $15k and the work did not start until July-August. Since the fence was completed 3 weeks aft let we half vinyl fence was tore apart and laid completely in our yard by the wind. ********************* the project manager came out few weeks later. And fixed it. Now over the previous weekend 03/01/2023 the same section of my fence has been ripped apart due to wind. My wife and I spent about $36k for deck and fence. We are not sure what to do to resolve or at least get most of our money back.Initial Complaint
02/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I signed a contract and paid a deposit of $15,318 to Quest Exteriors on Oct 14, 2022. The contract was for new windows, back door, new siding and a concrete patio. They installed the new windows on Nov. 17th and said they were still waiting on the door and siding, it would be about 4-6 weeks. It has now been almost 4 months and I can't get ahold of anyone. I have sent an email and also tried to call and the number has been disconnected. I did a search on recent ****** reviews and am learning that they have not been in contact with several clients that paid a deposit. Outside of the money needed to install the windows, I am wanting a refund of the remaining deposit I paid.Initial Complaint
12/30/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
On August 10, 2022, I signed a contract agreement for a new sidewalk with Quest Exteriors/Quest Concrete LLC. We willingly paid the down payment of $2,387.62. On August 16 Quest reached out to set up a date for a walk through of our project with a project manager and that was set for September 7th, 2022. That visit did not take place.On September 16 I sent an email to inquire as to why we had not been visited by the project manager. I finally spoke to a project manager on September 24th that assured me they were very busy and that there had been supply shortages but that they were planning to still get to our project before the ground froze.I reached out again in mid October after hearing no updates and the project manager once again said that "you are on the list, we will get to you soon". Giving the excuses of material shortages as the reason for the delay. In November, when I reached out again to inquire on our project the phone number was ringing to a voicemail box that was "full". In early December I visited the company address and the office looked to have been closed for at least a month or more. There was a dead plant in the lobby and the door mat was *****. There were dead leaves in the boot scraper outside the door which told me it was last used when the leaves were on the ground.I was able to track down and contact our project manager who kindly spoke to me. He said that he had been laid off by the company in late October and was very disappointed that they did not fulfill their commitments. All he could do was give us the name of the owner ************************We are now at the current moment of sending complaints to you all and the ******* AG's officeInitial Complaint
12/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We signed a contract with Quest back in May 2022. We were told the lead time was 5-7 weeks. No one was communicating with us about getting on the schedule so we had to call several times to get an answer. We got a lot of push back about getting the patio installed. They just kept saying the crew kept getting covid, they were waiting on concrete, they were waiting on a crew, etc. Whatever the excuse may be. Finally towards the end of August they contacted about getting scheduled for the pour and poured it. The guys that were doing it almost poured it wrong and couldn't read the sketch correctly. I had to correct them. After a few days, I looked at the patio and realized it wasn't poured correctly and it was just an all around bad job so I contacted them about fixing it. They had some guys come back about a week and a half later to look at it and then they said they would fix it. Fast forward to when they actually fixed it and they did a crappy job of the fix. They just mixed up a small batch of concrete and patched it, but it was horrible and I told them right away. They didn't even try to blend it, they just put it on there. So I contacted the project manager, who ignored me for a while, and told me they were going to tear it up and redo the patio. After two weeks of nothing from him, ****, he told me that he doesn't work for them anymore so I asked them for the new project manager, who was ****. **** said they were working on a solution without tearing the patio up but he never told me what it was. That was at the beginning of November that I started contacting ****, to which he only replied to me twice in a month and a half. We have called and texted with no answer. This company is horrible at communicating and they just ignore you. The patio is not poured properly and has flaws.Initial Complaint
12/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I contracted them to do a small job in August 20, 2022. As of December ********************************************************** concerning when the job will be done. They told me it would take 7 to 8 weeks before they started due to the back log of jobs they had. It has been 4 months and now I am looking into legal action to take to try and get my $2500 deposit back. Their office is not open, nor to they answer the phone, voice mails, emails or text. They were very friendly when this project started but now they have disappeared. I am upset to say the least and I want my money back.Initial Complaint
08/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We entered into an agreement with Quest Exteriors on April 7th, 2022 for a small concrete project to expand our driveway. Quest said we should expect the work to be done in mid to late May depending on the weather but after a series of calls, with no communication the company they finally said that the work would be completed on July 9th. The crew that arrived that morning began work on the driveway and completed the work in the afternoon, left without saying a word. When we noticed that they had left, we saw that the lines in the concrete were crooked, there were already cracks in the seems, the new concrete is lower than the existing concrete, there was spilled concrete on another portion of our driveway, they apparently had extra gravel left on the truck and dumped in our grass and lastly, as part of the project they were supposed to power wash and seal the existing driveway which was not done. I called Quest immediately and left a message (understanding it was Saturday afternoon). I called again on Monday and was told that they had come to take pictures where the agreed with out complaints saying "that work was not well done. It's poor quality" and that my sales guy would talk to his manager to figure out what they are going to do. After two more weeks of me making phone calls to him every other day (he had an excuse every time) I told him that this was unacceptable and I wanted the concrete they poured removed and redone, I was finally passed to a new person. This person was brought in to address 4 recent complaints from unsatisfied customers who had bad experiences with what I found out to be was an outsourced crew that were not Quest employees. He assured me that they will be making redoing our driveway their highest priority. Well, after two more weeks of phones calls that have gone unreturned, I have had enough and decided to reach out the BBB for help. I would like our money returned and will work to find a new company to correct the issue.
Business response
09/19/2022
We are aware of the problems with ************** project and have taken action to correct the issue. We reached out to ************ and came to the agreement that we would completely redo his project ASAP. We have since corrected the issue by removing and replacing the work. ************** project is now redone and completed to his satisfaction.Customer response
09/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
***********************
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