ComplaintsforZykan Exteriors

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Zykan to replace my siding, close off my skylight and replace my roof. They installed my siding in January of 2022. By April 2022 the siding began to wrinkle/ warp on all 4 sides of my house. I reached out to them in April 2022 to make them aware of the issue. They assured me they would fix the issue due to being under warranty/ having a guarantee of their work for a year. I've reached out to Zykan numerous times, but they keep giving me the run around. They never reach out to me for any updates. In January 2023 they stated they will fix it themselves regardless of the siding manufacturer refusing to replace the siding. My siding has yet to be fixed. I reached out a few days ago asking for a date as to when they are going replace my siding, since I was told in January the issue will be resolved asap. The vice president, ****** never replied to my text.

  

  Business response

  06/15/2023

  Good Morning,

  We are very sorry that you have had to wait as long as you have to gain resolution on this matter. The design request you had for us was a unique one; to install vertical siding on the mansard roof walls of your home. 

  While we've done this for other home owners in the past due to the request, mansard roof designs are designed for shingles. There haven't been the issues in the past on prior homes that you are running into, and that's why we went to bat for you with the manufacturer and it has been drawn out as long as it has. The amount of wrinkling and waviness that the siding has taken on is unacceptable across the entirety of the home, and we still have your job open and on our list to take care of and take care of properly.

  So as much as this has been a lingering inconvenience for you, we can assure you we are not pleased with the outcome of this siding either. We will send you the two different options that we have to amend this issue for you and let you choose the final resolution, and then we will move forward to take care of this once and for all for you. While we will eat the cost of the full replacement, we promised we would take care of you and we fully intend to.

  Option 1: Remove the siding from your mansard walls and install a shingle roofing system that can be warrantied

  Option 2: Remove and replace the siding with the same siding one more time, but without a warranty as the issues we're running into doesn't have a guarantee to be resolved with new siding but we are willing to try it one more time.

  Again, we sincerely apologize that you've been waiting as long as you have but we are absolutely going to resolve it.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Exterior siding, gutters, soffits and fascia and a new deck. Signed contract 7/15/22.Work started on deck the end of Aug and the rest in the beginning of Oct. We gave them a deposit of $52,098.00 on 7/15. They caused extensive damage to our interior walls with numerous nail pops. Addressed this with the Forman of the day in hopes that they would take precautionary action. They did not and the holes kept coming. They also racked a casement window out of the front of our house. They did replace that one. When we spoke with the owner(****) and the VP (*****) we were told that it was our fault that we remodeled the interior before we did the exterior and it was our problem and not their fault! The owner was very rude and threatening on our phone conversation about final pymt. The contract states that final pymt is due at the completion of the job, which it was not. We offered 1/2 the balance due and he said unacceptable and became threatening. We paid another $60,443.00 on 12/01/22. The job was not complete and is still not to my satisfaction. A lot of sloppy work. We paid them the final amt due $5,296.60 on 3/17/23.

  

  Business response

  04/07/2023

  The described complaint is for a large amount of nail pops on the interior of Mrs. ******’s home. While we absolutely understand that this can be frustrating, this damage wasn’t caused by poor installation of any of the contracted work agreed upon between Zykan Exteriors StL and Mrs. ******. Our contract specifically states to remove all of the wood siding from the home as well as the wood trim around all windows and doors prior to replacing it with an advanced composite siding. 

  To remove wood siding from the exterior of a house takes some force and can cause some shaking of the wall it is being removed from. That force would be larger for the thicker wood trim around the doors and windows, depending on the installation technique used from the original installation. With all of this being said, our crews did the removal in a way that is up to industry standard. Unfortu****ly, the drywall on the walls of their home was installed some time ago and was installed with nails as fasteners. Current industry standards strongly suggest installing drywall with screws and many installers even use an adhesive with the screws to ensure security. 
  Mr. and Mrs. ****** claim that the installation crew members were “heavy handed” when installing, but that is unfortu****ly pure opinion. The facts are that the nails required to hang the siding on their home requires that the nails are not driven entirely flush to the siding. If they were driving the nails with excessive force, they would drive the nails in with one swing and not install the siding correctly. So while we understand the frustration of seeing nail pops happening and causing headache on the interior of their home, we cannot take responsibility for this. The conversation that was had explaining that it was unfortu**** that they painted the interior prior to doing the exterior is absolutely factual. It was out of empathy and explaining that while this is frustrating that doesn't mean that it was caused by negligence on our end.

  As a company we will always stand up and take care of things that are our responsibility. For example, whoever installed the windows on this house drove some fasteners through the window frames and into the window trim that we were contracted to remove. During removal, this caused the window they mentioned to torque and crack a pane when the trim was being removed. Although it could be said that it was the fault of the original window installer, we took care of the issue. One pane cracked on a twin casement window, and we got Mr. and Mrs. ****** multiple window replacement options from ********, and ended up buying and installing a brand new unit. We also installed new window trim on the interior, painted the trim, and left them with touch up paint for the exterior and interior. 

  Lastly, the time frames that were mentioned are without context. It took roughly 10-12 weeks for us to start the siding portion of the job from the deposit. Between those times, as they stated, we completed the deck portion of the job. Causation for the delay include ordering and having the material shipped in, finishing the jobs that our preferred crew was working on, and doing hands on certification training for the specific brand and style of siding that was requested and agreed upon. We were and are very grateful to have had the opportunity to work with Mr. and Mrs. ****** and we did a quality job on the exterior of their home. While the timing of things and this scenario were less than perfect, the complaints that are being made are not due to negligence, lack of care, under delivering on the agreed work from the contract, or anything that they are describing.

  Zykan Exteriors StL is not above owning and taking responsibility for situations that we should, but this scenario is not one that is our responsibility.
  

  
  

  Customer response

  04/10/2023

  Complaint: ********
  
  I am rejecting this response because: My interior walls are damaged due to the removal of original cedar siding and installing new composite siding! The salesman, Mike and the VP, Denny were out here numerous times to assess the job.  I do find it negligent on their part, especially when the nail pops first showed up, it was brought to the immediate attention of the Forman, Oscar and the site Forman, ****. They did nothing about addressing it and continued. We are left with nails and holes on our interior walls. If age of the build was a concern, it should have been brought up in the beginning. Nothing was ever mentioned about the possibility of damage due to initial construction. I do believe the integrity of the owner is in question. We paid a substantial amount of money for a subpar job. 
  
  
  
  Sincerely,
  
  ***** ******

  

  Business response

  04/11/2023

  We understand the home owners are upset about the nail pops and naturally as we are the contractor who was last at the property it's easier to be upset with us than to look at the situation for what it is. There is no way to know how drywall is installed prior to removing siding from a house, and while we did stop to talk with the guys after these things were noticed it doesn't change the fact that cedar siding was installed and thicker wood was used to trim around the windows and doors. Removing all of that is not a gentle process, and while we always do our best it is still a construction project that takes some force to remove and reinstall.

  The entire job was competitively priced for what was requested, and we delivered what was on the contract. While the final opinion for Mrs. ****** is that the job was done subpar, the work that was completed was done with care and the final product looks beautiful. We will always respect others opinions but we still cannot take responsibility for an issue that was not our responsibility. 

  Customer response

  04/12/2023

  Complaint: ********
  
  I am rejecting this response because:of my previous response! They need to repair or pay for the repair of the damage they caused. Again, if this was a potential issue, it should have been brought to our attention and discussed! I asked to have the owner of the company to come out and inspect/address the issues his subcontractors were causing. He refused! I guess if you don’t see it, it doesn’t exist! We picked a company who was bonded and insured for just this type of situation. And whoever stated that the job is beautiful must have a low standard of what looks good!
  
  
  
  Sincerely,
  
  ***** ******

  Customer response

  04/13/2023

  We just tried to open our sun porch for the summer and one of the downspouts that Zykan installed is over one of our louvre windows. We cannot open it! Again I am pointing out sloppy work and no eye for detail! 

  

  Business response

  10/25/2023

  Good Afternoon,

  This complaint somehow got missed, as there have been multiple attempts by this same customer for numerous things. We responded to the other complaints that this particular customer has made and we did not see this one our BBB business dashboard, so our sincerest apologies for not responding earlier.

  The nail pops have been addressed multiple times. It's very unfortunate that their drywall was installed with nails and no glue. Standard installation now days is with screws and glue, but the worst part is they painted their entire interior prior to removing wood siding with thick wood trim around every door and window. There is not a smooth or easy way to remove wood siding from a home, and our guys did not use excessive force. Of course, as a home owner we understand every swing of a hammer feels excessive, but there was no way around the nail pops that were going to happen between removing wood siding and installing new. While this is unfortunate, it was an element outside of our control, and we explained that extensively with them.

  The racked window was actually caused by poor installation from whoever installed the window prior. They had a fastener that went through the interior of the window, through the wall, and out into the thick wood trim that we were contracted to remove. When removing this trim, it racked one window. While this wasn't really our laborers fault, we did the proper thing and replaced a multi window casement ******** **** window unit. This unit would cost someone thousands of dollars, but we did it at no cost because we stand behind what we do.

  This has been an atrocious experience unfortunately. We went as far to get certified with a new siding brand per the customers request, and then the customer micro-managed every part. Demanded we used caulk although the vendor told us this was a caulkless system and you should never use caulk...then when the siding expanded and contracted with weather, that caulk oozed out, or spread out like a spider web. We've never seen siding that expanded or contracted the way this Everlast Advanced Composite did. 

  Whoever installed their patio sliding doors caulked the exterior vinyl cladding to the wood trim around the doors, so when removing the wood trim it was impossible to do so without scraping/scratching the vinyl cladding. We had a metal specialist come out and make special metal wrapping specifically for their doors to amend for this.

  We unboxed and installed an extensive amount of exterior lights free of charge, and disposed of all the boxes for them. We sent out our painter, *****, specialist numerous times to do things to make sure they were happy.

  The reason this job is where it is at is because we are at an impass. There is nothing we can do to make the customer happy, we've lost money and bent over backward to help the customer, our best siding crew literally was so stressed out working with this customer who talked poorly and said rude things to them throughout the process that they quit and moved out of state. 

  Through the course of this job we lost our crew, decided to never install Everlast siding again (which means we cannot warranty it as we are no longer certified. We asked to be taken off of their website but I believe we are still on there), and lost money in the midst of it all.

  We are very sorry that the customer is just unhappy, but unfortunately it was hardly to do with us as a contractor and more to do with the choices that were made and things that happened.

  Things that were unfortunate:

  The window installer prior installed the window improperly

  The patio door installer caulked vinyl to wood, and the customer then chose to remove the wood.

  The customer decided to repaint the entire interior, then decided to remove wood siding and thick wood trim on an older home.

  The customer picked a new to market siding with very little reviews or exposure, and then decided to make requests and demands to install it outside of manufacturer specs.

  The customer treated the crews terribly, making them stressed and underperform and eventually quit after we got them to finish the job.

   

  All in all, we went above and beyond for months to reconcile with the customer. We even deducted line items that actually cost us money per the customers demands just to make them happy.

   

  Hope this helps clarify where exactly this is at and what we've done.

   

  Also - we fixed the downspout they later complained about. 

  Customer response

  10/26/2023

  Complaint: 19900458
  
  I am rejecting this response because: #1, we never treated or spoke rudely to any of the various workers who showed up. #2, Zykan has done nothing to address our numerous concerns with the total job. #3, they were NEVER certified by Everlast to install the product, but that is what they told us! # 4, they still list Everlast on their company website, they were never listed on Everlast website, #5, as far as the caulking, we are NOT contractors and noticed unexceptable gaps throughout the job. # 6, we were insured there would be a GM on the job at all times, he was NEVER here. #7, as far as the original construction of the home, we have no responsibility for that and a professional installer should have been able to address any issues. #8, as far as the excessive hammering, we had numerous workers of the day show up who obviously were not familiar with the product, nor the job. I hear a whole lot of excuses for not standing behind the job that was paid for. We also have a written 3 year warranty with Zykan!     ***********************
  
  
  
  Sincerely,
  
  ***********************

  Customer response

  11/13/2023

  Also their response is TOTALLY incorrect. They did not abide by THEIR contract and they also did not address nor correct our downspout which was incorrectly installed over our louvre window.
  

  Customer response

  11/13/2023

  Everything that I have provided you. Nothing has been addressed! They have taken our money, given us a 3 year installation warranty and have ghosted us and will not address their unprofessional work!!! I would appreciate any help you can provide to us. We are senior citizens and my husband is a veteran as well! They should be held accountable for the shoddy work that they did!   ***********************

  

  Business response

  12/13/2023

  Just filling in the gaps as there is a lot of opinions vs facts in the last response.

  Responses:

  1. The fact that we lost our very best crew that was trained specifically on this job and did all of our custom work prior to this job, our project manager was rejected to be on the job site, and every other trade worker we sent out, even if spoken nicely to, were open with us enough to tell us that the customer was bad mouthing the other trades or people while they were there is enough for me to have a hard time believing this. For example, our painter who visited the property multiple times is actually brothers with ****, who was our previous project manager. The customer did not know this, but then proceeded to talk poorly about **** openly to ***** on multiple occasions. One of many complications.

  2. As for complaints - we went through the entire process of replacing a twin casement ******** window based on a window pane cracking from poor installation prior to us being there. We installed new metal around their patio doors as a capping for the cladding that was knicked from trying to remove the caulk from a previous installation of trim around the patio doors (previously, not from us). We came out and assessed several locations where they wanted things changed/redone based on their preferences and demands, not based on the integrity of the installation (demanding double J Channel in corners, concerned about gaps from expansion/contraction, etc)

  3. We did go through classes and had our crew go through training classes. Whether that's "certified" or not, maybe we used the wrong terminology, but we did go through the steps to properly educate and train prior to being on job site. They know that as they've been in communication with the Everlast rep from ******* building products, Taron, as he has contacted me since all of this.

  4. Everlast will be removed from our site - it was added in the bidding process and it must have gotten missed for removing, but I can guarantee that we will not ever do another install with this product.

  5. The "unacceptable" gaps are from the expansion and contraction of this product, and it is still not suggested to caulk. However, that is something that they demanded.

  6. We never promised that there would be a daily GM on the job for a job that was going to take multiple weeks. However, we did have a representative out multiple times a week prior to the customer demanding that we add caulk to fill the gaps.

  7. I'm not sure what the claim is here. We should have known that their drywall was installed using nail and no glue, vs screws? The claim is that we're supposed to know the inside of the framing of their house, what was used, and what is going to happen prior to us installing? It's a pretty far stretch to blame the next person instead of just realizing that this is part of home ownership unfortunately.

  8. Again, excessive hammering, not familiar with the product or the job. Not sure what any of this has to do with anything.

  Hope this helps. We've done everything we can to make this customer happy.

  Customer response

  02/23/2024

  TR 02/23/2024 Mediator left a VM for the consumer regarding meditation. [CR] This company has stopped communicating with me, they are also not responding to the manufacturer.  I will send photos, copy of the contract and report from Manufacturer early next week. We want them to repair all poor workmanship issues to our satisfaction, or to pay a third party to fix all the poor workmanship.

  TR 02/26/2024 Consumer sent a copy of the contract and photos.

  TR 03/01/2024  Mediator spoke to consumer regarding walkthrough with business and manufacturer representative.

  TR 03/11/2024 Mediator confirmed walkthrough appointment on Friday March 22nd at 1:00 pm, consumer is ok with that date and time. Consumer will be working on her own list of items she would like the company to consider repairing.

  TR 03/19/2024 Mediator sent an email to the consumer with new appointment date and time. [CR] Yes, that will work.

  TR 04/10/2024 [ C ]The company and manufacturer came out to inspect the workmanship, and agreed repairs do need to be done. They said they would speak to the owner and get back to me and the BBB. We also had an independent inspection done, and that company will be providing an estimate soon.

  TR 05/01/2024 [M]  Left a VM for the consumer regarding business wanting to schedule to come out on 05/02/2024 @ 9:00 am to get measurements , Mediator also followed up with an email regarding business request to schedule an appointment to get measurements. [ CR ] Yes, that time works for me. **** has also texted *****.

  05/07/2024 [M] Left a detailed voicemail for the consumer, requesting update on the repairs the business is offering as a resolution. [CR] I can give you an update. They did come out. I believe there were 3 of them out here. I was at work, so I was not involved. They took measurements, they did not present us with any detailed anything. Just basically I believe told **** that, well, we can replace that *** with more *** and install it correctly. And we are kind of concerned about that. But he was also supposed to give us detailed information on what they were going to do for us and we have not received anything yet. So we are kind of in limbo. I appreciate you calling for an update and I do not know if you would reach out to them, but I encourage that.

  TR 05/15/2024 [M] Mediator sent detailed description of repairs being offered to the consumer for approval.

  TR 05/16/2024 [CR] We are trying to decipher their final assessment and are having troubles with the industry terms. We believe they have not completely addressed the trim around the sliding glass doors on the west side and all the excessive caulk. Also the back of the detached garage has the same band board as the front of the garage. We have witnessed how the *** holds up and it doesnt. Would like all the band boards replaced with the same product, Boral. The garage door wraps of *** are failing as well. I want to thank you for helping us with this matter. I wish we could have a face to face agreement on what work needs to be done. Please keep in touch and let us know the next steps. Thank you again!  ***********************

  TR 05/22/2024 [Consumer Email]  We do want all the *** replaced with the Boral product. Is there any indication of when our home will be addressed? [BR] sent via email. Just for clarification - the areas outlined do not cover 100% of every part of the home that has *** trim, but rather the affected areas. We do agree to replace the affected areas with Boral vs *** at no additional cost. We can determine production time frame as soon as there is a clear agreed upon scope of work to accomplish. If it's agreed that the list we gave, in addition to the rear *** bandboard on the detached garage is sufficient and agreeable, we can start mapping out production timelines.

  TR 05/31/2024 [CR] Do we need to do anything? I thought they would be contacting us? There last line of the correspondence speaks volumes..if that was their intention in the 1st place.we should have not had to go through this process. We accept what they are willing to do with the understanding that they will correct the faulty issues and have Taron on site to oversee the work! 

  
  

  
  

  

  Business response

  02/29/2024

  TR 02/29/2024  Mediator left a message for the business regarding mediation. [BR] Spoke to ******, she stated ***** is handling this complaint and best contact is via email. 

  TR 03/01/2024  ***** called, discussed past company efforts. He is willing to take steps in our mediation process to work with the homeowners by scheduling a walk through with homeowners to get a agreeable list of repairs.

  TR 03/08/2024  Mediator left a message for *****, [BR] ***** called back, he provided an update saying that he reached out to regional rep and is waiting for him to call with available dates to meet for an inspection. Will let us know as soon as he hears from the rep.

  TR 03/11/2024  [BR]  I successfully connected with Taron and he, myself, and our PM will be going out to the property Friday 3/22 around 1pm. Will update you with what we find after that.

  TR 03/19/2024 [BR] Taron had to reschedule. We are now scheduled for Monday 3/25 at 1pm

  TR 03/25/2024 [BR]  Of course storms roll in today. ***** and I are going to reschedule and his next time in town is next Friday April 5th. We're scheduling the inspection for 1pm on April 5th due to thunderstorms and a wind advisory today.

  TR 04/10/2024  Mediator left a detailed voicemail for ***** requesting an update. [BR] Last Friday afternoon *********************, ***** (Everlast ***** ***** (our PM) and myself all went out to the property and did a walk around the property. We found a handful of different items that we agreed we should take care of. A few different corner cuts on some trim around windows and doors, some *** boards where the seams were coming apart and need fastened properly or a change of material can be considered. We shared the photos with *****, and I am waiting on some material pricing from Taron to give the ******** a change order price to upgrade their existing *** to a Boral product potentially.  By next week we will have a break down / itemized list of things that we are proposing to fix that we consider to be workmanship on our end and will send that to you as well.

  TR 04/30/2024  Mediator sent an email to the business requesting an update on repair list being offered. [BR]  I was literally lining up another time to go back out and finalize exact measurements for the itemized list from above this week with my *******. I've gone over this job with him and with my project manager that joined us during the last visit. Our next available time to go out and get physical measurements and exact specifics to order material and get moving can happen THURSDAY 5/2 between 9-9:30am.  Please let me know if this works for the Daltons and we will come out and get finalized figures. As much as we wanted to price out and get options for Boral, my guys ultimately decided that they were more confident in replacing and going back with the original plan rather than trying to change it up at this point. The list above is correct, but we will get an exact material order break down between the *** Boards (broken down with exact sizes needed), # of trim pieces and lengths to replace, J Channel # of pieces, and siding pieces. Please let me know if they would be okay with us coming out Thursday at 9:30am - they would not have to be there but are welcome to be, as we will have to get onto their roof to get the exact measurements of their shed dormer *** boards that need replaced.

  TR 05/01/2024 [ B ]  I connected with them - we are going out tomorrow at 9:30 to get final measurements. 

  TR 05/14/2024  Mediator left a detailed VM for the business requesting the final repair agreement to be offered to the consumer. [BR] We took measurements and spoke to the consumer about using their desired material in a few areas we agreed to repair, we wanted to make sure they understood that the material would not be an exact match to the other material that we are not replacing. I will send a final outline of all repairs and material our company is offering as resolution to this dispute by end of this week.  Please let us know if the consumers have any questions or concerns.

  TR 05/15/2024 [B] Business sent a detailed description of repairs being offered, asked they be forwarded to the consumer for approval.

   

  TR 05/21/2024  Mediator sent the consumers response and concerns with final repair assessment. [BR] The 3.5'' trim around both of the sliding doors was on our list to replace that I sent over - the thicker everlast trim on both the sides and across the top of the sliding doors will be removed and redone. The rear of the garage we must have missed when we walked around with ****. I will add that footage to the totals and we will replace the *** Bandboard on the front of the detached garage AND the rear of the detached garage. Hope this helps clarify.

   

  TR 05/22/2024  Mediator sent the consumer response to the business [BR] Just for clarification - the areas outlined do not cover 100% of every part of the home that has *** trim, but rather the affected areas. We do agree to replace the affected areas with Boral vs *** at no additional cost. We can determine production time frame as soon as there is a clear agreed upon scope of work to accomplish. If it's agreed that the list we gave, in addition to the rear *** bandboard on the detached garage is sufficient and agreeable, we can start mapping out production timelines.

  TR 05/23/2024 [M]  Sent an email to the business, regarding consumer response, requested the business reach out to the consumer to schedule repair visits.

  TR 05/31/2024 [M] Mediator sent an email to the business requesting they contact the consumer or our office to schedule the repair.

  TR 06/05/2024 [B]  I should be able to get everything ordered by the end of the week and provide tentative lead times to the home owner and to you by next week hopefully.

  TR 06/17/2024 [B] We've gotten all the material ordered and are awaiting it to come in. Customer has been updated, they requested that we brought something out to verify color match for the paint we're choosing - I let them know when we get the paint we will paint something and bring it out for color comparison.

  
  

  
  

  
  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid this company $1100 by a personal check to them for exterior repairs 9/2/21; siding to be replaced on the north end of the house. They didn't give me a date they would start. They told me four to six weeks before they would start and that was over two months ago. When I call them (I always have to call them), I leave a message. I don't get a response from him.

  

  Business response

  11/09/2021

  Good Morning Mr. *********,

   

  I apologize for this repair taking longer than you anticipated based on the estimate given from your sales person. I know that hearing how busy we are or that we are backed up is irrelevant to you at this point, but your opinion and your business matters to us and I'm very sorry that you've had to wait. We will get the job done and it will be done well.

   

  ****, our project manager, is going to take the material out to your property today in preparation and our crew is trying this week to get finished with what they are working on so they can squeeze in this wall of yours on friday or saturday.

   

  Your job is on the board, it's on my priority list in my office, and there has not been a time where you have been forgotten or put on the back burner, we've just been busier than our sales person understood so I apologize for the time frame given that we could not follow through with.

   

  You have my direct line, ************, which you have always gotten a call back on, so please do not hesitate to call if you need anything.

   

  Best,

   

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

*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. ↩