ComplaintsforAutumn Exteriors, LLC

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed a contract with this business in early May of this year. We negotiated fees that started at $48000 down to $7500 to replace seven windows and some siding on our house and the well house. Since that date they only provided a man to do measurements that came out with a gun on his hip and looked like a thug that is the sum total of all services provided. We have called several times to see when we could expect the work to begin. Each time we have been told it would be within a month in a half. We paid $3748.50 for the purchase of materials for the job. August 9, 2023 we were told would start mid October of this year at this point we would like a full refund from the company. We have been strung along month to month and nothing has been done. We like a refund in the amount of $3748.50

  Business response

  08/29/2023

  We appreciated the patience of the ********* and due to extenuating circumstances such as product delays and labor issues beyond our control we have sent a refund and contract cancellation releasing them from the contract on 8/29/23.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In April of 2022 we paid approximately $20,000 for 3 storm doors, 1 exterior door and 7 windows. We were told all would be delivered and installed in 8 weeks. Approximately 12-15 weeks later the windows were installed, months later came the exterior door, months later came one storm door. We are still waiting for 2 storm doors. I have made numerous attempts to reach the owner , *** ****, who was also the salesperson and promised 8 week delivery. He will not respond to my numerous phone calls or emails to his company. We paid top dollar for this service. From ***, I expect an apology, my two doors installed and a refund based on the fact I have waited almost a year and the loss of heat and a/c was the reason we purchased these products.

  Business response

  02/07/2023

  On May 5, 2022, Mrs. ******* signed a contract in the amount of $19,793.00.  As Mrs. ******* stated, the contract included (7) double-hung windows , 1 half-glass raised panel entry door and (3) Forest green entry doors.
  

  Once a contract is signed, someone must go out and measure the job.  A quote for materials is then submitted, approval must be acquired and then the items ordered from the manufacturer. 

  All of the above mentioned steps were completed within the same month Mrs. ******* signed the contract.  Mrs. ******* was advised that the storm doors would take longer in manufacturing, due to the color she wanted.  

  The windows and entry doors were installed in July 2022.   The storm doors were brought out to install in November 2022.  Only one door was installed.  There was an issue with the measurement for the other 2 doors.  

  The final 2 storm doors were reordered and we have received them.  Mrs. ******* has been contacted and an installation has been scheduled. 

   

  I have spoken to Mrs. ******* a couple of times and advised that Mr. **** is extremely busy, but is aware of the situation and knows that it is being handled as quickly and professionally as possible.  

   

• Initial Complaint

  03/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am really surprised to see positive reviews after hearing the same thing happening to us is happening to others in our own town! We bought our forever home last year and trusted them to replace our siding, soffit and fascia. The night they finished up was dark and at first glance things looked to be good….2-3 days later we had a little wind and things went south from there. We have siding blown off everywhere, soffit and fascia hanging on, and nothing transitions together! Some people have said “a pre schooler could have done a better job… you guys got burned”. Turns out they didn’t put screws/nails in half of it and when they sent a guy to fix their “screw/nail problem” things still fall to this day along with the screws/nails. They ended up sending a new crew to come take pics to show their boss (they came twice to do this and this was months ago). This new crew told us how awful it looked and never showed up again. We have been sending emails and making phone calls weekly for months to get them to fix it and they always say “will be there next week.” We believe that we should be a priority after this major mess up. If anyone thinks we are just being negative we would love for you to come check out our place before deciding to choose them. Also have lots of pics from every inch of the house! Something I also would like to add is that their employees where under the influence in their truck the days they did show up.

  Business response

  04/22/2022

  Yes, we knew that there were services to be done on this home remodel and we apologize for the length of time it took to take care of it.  We received a message from the *********** asking for the service to be done within a week. We sent a crew out and all services have been completed and I believe the customer is happy.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On the 9th of September 2021, Autumn Exteriors, LLC came to my home and measured out sliding doors. We were told it would take 6 weeks to get the doors in and that would call us to set-up a time to install them. We put 5000.00 dollars down. At the end of November my husband and I hadn’t heard from Autumn Exteriors. So, I called and they said not until December. In the middle of December I called and they told my husband the middle of January. In the middle of January they told me the 25th of January. Now the 6th of February, they haven’t called and when I call, they don’t answer their phone. I have asked for my money back but they say, “ they could only refund 35% of my money”.

  Business response

  03/02/2022

  After a long delay on receiving the patio doors for the customer, she was called right away and we were able to install her doors on 2/10/22 and the customer was satisfied. 

  
  

  Thank you

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

• Initial Complaint

  01/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Dec 6, 2021 I had Autumn Exteriors give me a quote on installing gutters on my new home.  My wife had met the owner, ***, at a festival in our home town where they had a booth set up on the previous Saturday.  After receiving the quote *** asked me what my expectations were on job completion.  I replied, "when can you do it?"  He told me that they had the materials in stock (it was 102' of plain white guttering with downspouts and they keep that in stock) and he could do it within the next two weeks.  I agreed to those terms and signed a contract.  Mistake on my part, I did not notice that *** did not put the agreed time frame that he offered in the contract.  Before the end of the meeting my wife showed up, where we informed her of the price and when they would be out to do the job, and at the end of the conversation he shook both our hands and said I'll see you in a couple weeks.  Nearly 4 weeks went by and we never received a call to schedule the job.  On Dec 31 I decided to call *** and cancel the job.  After reading several reviews on social media, ******, ****, and the BBB that spoke negatively on the attitude and professionalism, or lack of, from *** after not getting his way, I thought it to be best to inform him that I have to have surgery (which is true) and I could not afford gutters at this time, to avoid any conflict or escalation of the situation.  He informed me that he would waive the restocking fee, even though he had to special order the materials and they were non refundable (note in the original meeting he told my wife and myself they keep the materials in stock) but I would still have to pay a 25% cancellation fee.  On Saturday Jan 12 I received a letter requesting payment by the 14th of Jan, and Jan 26 a phone call from *** wanting payment.  On Jan 27 I decided to call *** and tell him that I do have to have surgery, but the reason I cancelled the job was because he told me they would do the job in 2 weeks and after nearly 4 weeks no one called or showed up to complete it so I decided to have someone else to do it.  This is where I got to experience the professionalism that was spoken of in the negative reviews.  He immediately became very livid, yelling at me and telling me that I was shady for what I did, and I signed a contract and owe him his 25%.  I told him that I ***’t feel I should be responsible for it because they didn’t hold up their end of the bargain, and he literally told me “It’s not MY fault that YOU didn’t call into the office to check in as to why nobody has ***e the job.”  He then said I will be receiving a certified letter from him and that if I didn’t pay up he was going to sue me and I didn’t have a case to fight.  He then ended the conversation with “I’ll see you in court.”
  

  A common review of this company was failure to fulfill promises made by the owner, as I experienced.  I signed a contract under the agreement of the time frame given, and I allowed an additional 10 business days.  It is poor business practice to get someone in a legal binding contract and not show up to do the job (some more negative reviews stated it took MONTHS to get the job ***e.)  I ***’t agree that I was responsible for calling the office to bug them to do the work and make money.  Just like any work place setting, if an employee doesn’t show up to work for 4 weeks they deserve to be fired and they’re not entitled to their vacation pay.  I simply want my contract cancelled and to never hear from *** or anyone else at Autumn Exteriors again.
  

  Business response

  02/02/2022

  Mr ****** signed a contract to have new gutters and downspouts installed. We do not stock material, we order by the job. During the last 2 years getting materials has been taking longer than usual and the labor shortage is also a contributing factor.  It had only been 3 weeks when he called to cancel.  At that time Mr ***** said that he was having surgery and wanted to cancel because he couldn't afford the gutters. Our contract states that any customer has 3 days to cancel the contract if they change their mind.  Mr ***** called over the New Years weekend asking to cancel the contract and was told that it was too late.  As stated on the back of the contract, there is a 25% cancellation fee after the 3 day rescission period.  A letter was sent to Mr ***** letting him know the amount that he would owe if he cancelled the contract and a date that it would be due by.  When the payment wasn't received, *** called to talk to him about it. At that time, Mr ***** informed him that he had already had someone else install gutters on his home and he would not be paying the cancellation fee. (The excuse that he couldn't afford the gutters because of a surgery was obviously not true since he PAID someone else to do the job)
  

  As for some jobs taking months to get to and get the project ***e, I ***'t know a home remodeling company that is not having delays during these times with the Covid pandemic.  We appreciate all our customers, and we try to do our very best to give them the best home remodel experience possible.  

  Autumn Exteriors has a 4.4 rating on ****** and a 4.4 rating on Better Business Bureau.  Those ratings speak for themselves.
  I am requesting a Cease and Desist from slandering Autumn Exteriors and to have this complaint removed. 
  Mr ***** is just wanting out of his contract which we are willing to let him but if he continues with the slander and defamation we will be forced to take action.

  Customer response

  02/02/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  You may want to inform *** that you ***'t keep materials in stock, because as I stated he told me and my wife that the materials were in stock.  And as I stated in my complaint, I accepted the terms of the contract under the agreement that the job would be ***e within 2 weeks, as he OFFERED.  If materials were not on hand and the job couldn't be completed in that time frame, a phone call from the company should have been made and I would have been understanding.  I called *** on Jan 31 at 4:24 pm to cancel, 25 days after I signed the contract.  I will admit fault that I should have been up front with him in the first place.  Like I stated, after reading several bad reviews on the internet regarding attitude and professionalism, I felt it would be better to tell him I couldn't afford them because I am having surgery (which I am.)  It was an attempt to avoid conflict, and I admit I should have been up front.  And to correct the business, I did not tell him I had somebody do the job, because at this very point in time I do not have gutters on my house nor have I paid somebody to put them on.  I told him I will have somebody else do it.

  The point I'm trying to make is I was given a price and completion date I agreed upon, then I signed a contract for them to do the work and they didn't hold up their end of the agreement or notify me of any schedule changes that were needed.  I understand COVID has made getting materials increasingly difficult, but I should have received a phone call with some sort of status update.  

   

  As far as slandering the company, I have not said anything untrue about my dealings with them.  I have not taken this issue to social media, or any other outlet other than the BBB, and I don't intend on doing so either.  I used the BBB because they are used to mediate disputes regarding verbal agreements.  

   

  If there was some form of misrepresentation given to me about the job completion, regardless of intentional or accidental, then the contract was signed as a mistake.

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

  Customer response

  02/28/2022

  This company reached out to me directly and resolved my concern.

• Initial Complaint

  09/06/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  An agreement was signed by myself and my husband on 29 June to have gutter work completed on the back of our house including gutter covering. As of today, 6 September, no work has been started, no work completed. I contacted the company twice to find out when they will hold up their end of the binding agreement & was informed that I would receive a call back, still waiting! My question how long does it take to get materials to complete a job? what are my rights to get out of the agreement & find another contractor?

  Business response

  09/29/2021

  We apologize to Mrs. **** if her call was not returned.  We contacted her on September 7th to schedule and completed the job on September 9th. 

  We appreciate our customers and want them to be satisfied with their experience with Autumn Exteriors.

  Customer response

  09/30/2021

  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.
  
  Sincerely,
  
  ******* ****

*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. ↩