Complaints

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The roofing project started on or about July 6th, 2022 at the cost of $19,961.50 for the entire roofing system and building permits. No building permits were posted nor did I see one at $171.25. Progressive Insurance paid Excel $16718.71. The roofing job started out badly with the crew being a no show the first day of the job. The project manager ***************** said he would deduct $300 from the bill for the stress and inconvenience. The workers (when they did show up) were unnecessarily loud and playing around too much. They bent up gutters and siding and worked until dark due to the horseplay. Leaving me to question the quality of the work. The crew had to come back at least 3 times to clean up construction garbage, nails and bits of metal. The crew was not supervised and unprofessional. In the winter the roof leaked, flooding our kitchen cabinets and countertops. They failed to install an ice dam barrier that was listed on the work order. ***************** project manager said it would be minus $500 from the final bill due to the leak, I had to go on the roof to melt the ice and install heating coils. The crew broke our satellite dish, which cost $320 for a new one, service call and a month of no TV service. **** agreed to that deduction. I estimate the bent siding and gutters to be $816 and the charge for painting and labor $460.94 that never happened from the itemized work order should be deducted too. the final bill given to us was $3243.04. With all of these deductions, the final bill should be $846.10. There is also a question about a $414.54 materials tax reimbursement being added rather than deducted from our bill. Progressive ********************** policy #MNA226018, Claim #*******-222437-012003. Attempts to reach ***************** have been fruitless...he was a "no show" for the last 2 scheduled meetings.

  

  Business response

  07/06/2023

  The Roofing project started in July of 2022. The day the roof was scheduled to be installed, we had rain/thunderstorms that morning and the installation needed to be pushed one day. ******************* "Homeowner" was called and notified that the roof was being installed the next day because of the weather. The crew removed and replaced the satellite dish. ************** said that we had destroyed and broken the dish and that he no longer had service. We explained that since the dish had to be removed and replaced back on the roof, that he would need to contact his service provider to align the dish and get service again. Also, we offered that if the cable company said the dish needed to be replaced that we would happily pay for the replacement. Furthermore, We installed ice & water protection everywhere where code was required, plus some additional amount for extra protection. ************* had developed leaks this past winter from an ice dam. An ice dam is a regular maintenance issue. It has nothing to do with how the roof was built or the materials we used, it's caused by a build-up of ice and snow, and it is the Homeowners' responsibility to remove it before it gets too large and causes damage. In this case, the homeowner did not remove the build-up in time. It became too large and caused leaks. We offered to install heating cables or reimburse him for heating cables to help mitigate the problem in the future. We have gone above and beyond to help this customer with issues that were not caused by Excel Exteriors,  and for the last 6 months, we have tried to call, text & email ************* so we could meet and resolve all issues before collecting our final balance of  $3,243.04. At this point, I believe the customer is trying to do everything in his power to try and get away with not paying his final balance.

  Customer response

  07/09/2023

   I am rejecting this response because:
  Most of the response from Excel Exteriors are more lies and bad business. The first lie is about the day the job was supposed to start 7/15/2022. A quick check of any weather website would show a sunny day with no rain let alone thunder storms. The job manager ***************** sat and had coffee on my screened in porch waiting for the crew to show up...they never did. Han made several phone calls and was visibly upset about the situation. He said he would take off $300 from our final bill for the inconvenience. The next lie was about the satellite dish. No one from Excel explain or offered to replace the dish. ***************** offered to deduct $320. The roof leaked in early January of this year. Caused by an ice dam exactly where I told them to install an ice dam barrier. We were charged $381.93 on the itemized bill for the installation of a nonexistent ice dam barrier. I fixed it. The roof leaked again ***************** showed up, took pictures and verified the leak. I understand that an ice dam barrier cannot be installed in freezing tempertures because it goes under the shingles and shingles break in the cold. Another lie from Excel Exteriors involved this ice dam issue. They did not offer to install or reimburse me for the roof heating cables ($120. I have been waiting for an itemized bill that is reasonable for the damages done by the reckless crew and false start. ***************** did not show up for the last two meeting scheduled in May. Unlike Excel Exteriors I have done everything within my power to resolve this bill, but no one from Excel has given me a bill with the deductions that were promised. I am disgusted by the lies and attempted deception of the job manager and now the lies of the mother company. Shame on you Excel Exteriors, for lying to me and now a ****************** That's not how you are supposed to do business.

  
  

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