ComplaintsforExterior Design Solutions, LLC

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with exterior design solutions to replace our roof, skylight and gutters. They were supposed to complete the job on Sept. 20, 2022. It is now November 20th and it is not complete. Due to weather, they now cannot finish it until spring of 2023. We have paid them $11,485. They have repeatedly told us things have been ordered that haven't, they would be here then never show up, and have just been dishonest. We were told the shingles and flashing would match our neighbors roof. It's a townhouse so the roofs are connected. Theirs was done in Aug, so weather wear shouldn't be an issue when matching colors. The color and width of flashing does not match at all. I would like my $11,485 refunded so we can hire a more honest company to do the project and actually complete it.

  Business response

  11/21/2022

  We have tried to get everything to complete job. The skylight was not available, so we completed the roof and now are trying to complete the skylight, but these customers are making the process near impossible to complete. We have had to reorder the skylight to what they want, rather than just what they had. Trying to get them satisfied but with temps and weather conditions we have asked if we could wait till spring. They are obviously not reasonable or understanding of today's market of materials and products. To ask for a full refund because we couldn't get the correct skylight till recent. Also shows how unreasonable they are to be asking for a full refund because an $800 item hasn't been completed yet. We have assured her that when the weather warms, we would finish job and that we wouldn't expect the other $4,000 to be paid till the job is complete. This again is more about someone trying to get something for nothing, rather than allowing us to complete job.  

  Customer response

  11/21/2022

   
  Complaint: 18442925
  
  I am rejecting this response because:
  I would like this business to be held accountable for not doing what they said they would do. They told us on September 19th that they had the right size skylight in hand. Then, after not showing up multiple times to do the job they told me that they had ordered the skylight and were waiting for it to come in. Then we didn't hear from them for weeks. They finally showed up to do the job and didn't do the skylight after we told them that we wanted it done. They said they actually never even ordered it because they don't make our size skylight. We now have to have the next size up framed in. They brought the skylight to do that with and it they ordered the wrong size, it was too small. You can't frame in a smaller window, it has to be bigger. 
  Sincerely,
  
  ***************************

  Business response

  12/02/2022

  So, we have all apologized for the salesman's mistake and incompetence but because they didn't actually have the correct skylight and we had to re-order because the size wasn't available, and it took time to get in. This should validate a full refund for the roof that was completed. The correct Skylight is in and will be installed as weather permits, this is reasonable. To think you are entitled to a free roof because the skylight did not get completed is not reasonable. We are doing the gutters currently and have and will strive to get this job completed as weather permits. 

  ******

  Customer response

  12/08/2022

   
  Complaint: 18442925
  
  I am rejecting this response because:
  The salesman that initially lied to us was only the first of many. I have text on 5 separate occasions from 3 different employees telling me the project will be completed by a specific date, and it has still not been completed.  I do not think it is unreasonable to request some kind of compensation for the inconvenience and stress of this entire situation. We are now having to sit through an entire season before the project can be completed because this company did not have the competence to measure the skylight or order the correct one until months after the job was supposed to be done. In the very least their BBB score needs to reflect the unprofessional nature of how they are doing business. 
  Sincerely,
  
  ***************************

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Exterior Design Solutions was to replace our hail damaged roof. They quoted us $10.600 but are now telling us the price will be $16,481. Job was not completed and poor quality as well as the wrong color shingles.

  Business response

  11/15/2022

  This client is correct as to they received the wrong color to what they wanted but they received the color that they ordered. Since then, we have had multiple conversations with him and his wife in regard to any other complaints and have come up with a very small list of items they were not completely happy with, but everything was very minor and mostly cosmetic complaints, they are trying not to pay the 2nd half of their bill. As far as the $10,600 estimate, that was an off the cuff guestimate that *** asked my salesman and wouldn't hold him too it, he hadn't even measured it. The insurance has approved $14,000 and that is what we are asking to be paid, that is what it actually takes and what is written on contract.

  Some people won't accept their part of their main complaint is the color that they wanted was not communicated to the project manager correctly, therefore we installed the color they verified with the project manager. We specifically asked if Pewter Grey was the correct color after he kept mentioning Grey or Lt ***** so we showed him a sample board that clearly showed the color of the pewter grey, and *** verified that would work.

  Customer response

  01/07/2023

  Exterior Design Solutions Replace roof on 11/2/2022. Roofing was completed on 11/2/22 and upon inspection determined that the roof replacement was of very poor quality. Contacted the contractor to do a walk through/inspection in order to point out all the things wrong or incomplete. Did not attempt to show up for this. I took 25 pictures and brought in another roofing contractor to verify the job and was again determined to be of poor quality including wrong color shingles. As of 11/7/2022 there has been no contact fron contractor as to our concerns. Have tried to reach out to company and waiting for a response. Letter submitted with this claim.
  

  
  

  Repair; Replacement
  

  
  

  Business response

  01/17/2023

  This Client has made 2 complaints now and is using this to try and get out of paying for his remaining balance. He says that we installed the wrong color shingle but that is incorrect. We installed the color that he chose, and it was his mistake that he requested the wrong name for a color that was darker than what he actually wanted. I will attach the text messages showing the thread of conversation where he chose Pewter Grey, and that is what we installed. He had many issues that he felt where done incorrect but as I went through photos with him and most of his issues are not done incorrect, just different than what he wanted or thought it should look. Basically, at the end of the day, they don't want to take any accountability for their mistake and is trying to get out of paying the final payments owed. He has lied on many occasions until the point we had to suggest calling the insurance adjuster to get photos to verify his unvalidated lies, then his attitude has changed. He asked my salesman for a rough guess on what it would run to do the job, then wants to try and hold us to a number that was an off the cuff guestimate, he hadn't actually measured the roof. After doing the proper measurements we got under contract, he made the point to tell my salesman that he didn't want a bunch of Mexicans up on his roof, this is unfortunate as most of our crews are Hispanic as well as the owner of the company. Very disturbing that in today's world we still have people that want to bully their way through life and disrespect and disregard how hard my people have worked to get his house back to pre-storm condition. 

  Customer response

  01/19/2023

  As stated in my previous email this was a roofing job that we were confident we researched and had the right contractors however sadly it ended up being just short of a nightmare. 
  We have tried to reach out to ****** and Exterior Design Solutions many times but have not received much communication back including a final invoice which we requested on 3 separate occasions. We just want the damages caused by his employees repaired in order to close this job and move on.
  With that said I am attaching as much evidence to back up our claim. The fact that the owner of the company wrote in his statement to the BBB that my wife and I are liars and want to get the remaining amount for free was unacceptable and unprofessional and a slander to our very reputable name. We hope you see all this and allow us to reopen this claim in order to help us mediate this matter with Exterior Design Solutions so no legal action has to take place.
   
  Kindest Regards,
  *** & **********************
  
  Attached:
  Texts, emails, pictures and all other correspondence: 
  As to the color of the roof: We thought all parties involved, (us and Exterior Design Solutions salesmen) understood we wanted to replace the roof with the same color as we previously had, with that said we are not requesting a new roof with the color we wanted, just the damages and the job completed as promised.
  
  Pictures will show damage to our siding and paint. Ridge caps ends not capped, J trim along bottom siding was removed and not replaced, this being a concern with any future home inspections we may have, several of the tiles were not properly nailed down thus causing the tiles to stick up. We notified ****** of all the nail's we have found around the house including a document attached (nails in yard) of my family and pets stepping on. ****** said they should have used a rolling magnet to pick up all these nails however we are still finding them at the time of this email. Thankfully we have not had to seek any medical attention as of yet.
  Last two pictures show the previous color of our roof and the new color which is much too dark.
  

  
  

  Business response

  02/12/2023

  Come on already, we have had **** trying to communicate with you since he is the guy trying to complete this and you won't respond to his texts. We said we would do repairs when weather permits. It is still winter, and weather has not been appropriate for shingle work.

  Please stop making my company out to be the bad guy when I haven't received any texts, any calls, and you have been sent the final invoice and told to hold 4or500 out till we can get back when temps warm up. Everything that we have to do is cosmetic issues that Yes we are willing to fix but are not done incorrectly and will not affect the roof.   So at this point you have not paid for the items you have received, and you are still making complaints on the BBB. Take some responsibility to the problems that are from your lack of communication and are using that against us. Just pay your bill, we have always had a 5 Star rating, obviously we take care of our customers that are reasonable but at this point you are not being reasonable and as far as a nightmare. You are the customer that we warn our salesman for. We don't need every job, and would rather not have to deal with any of this either... Nothing is done incorrectly, and we are still willing to fix and repair any unsightly items, even though you can't see them from the ground, therefore they wouldn't be required by code to have them changed. From our experience with other customers similar to your issues are simply trying to get out of paying your entire bill and that is not right. You could still be waiting on someone else and or had someone else take your deposit and not ever show back up. You agreed to the color that we installed and that was your mistake, other than that and the fact that you are racist and didn't want Mexicans on your roof, those have been the only problems. Please pay your bill and allow everyone to move forward. I am Mexican and since our first conversation and you made the comments you made toward Mexicans, it has been stewing and was very inappropriate. 

   

  Customer response

  02/23/2023

   
  

  Attached is our latest response to ****** and Exterior Design Solutions last response to the BBB.

  Kind regards,

  *** & *********************

   

  Business response

  03/20/2023

  ***, do you have that quote in writing? or was it just an off the cuff guesstimate like you said to me on the phone it was? The price is what insurance has approved and you knew that we were still working to get the roof covered appropriately. We also got you approved for a window and a garage door but no Thanks for that, just continued stress over a job that is complete and performing the way it is supposed to.

  The job was done and is installed correctly otherwise we would have had issues already with as much snow and melt off as we have seen this winter already. The color was wrong because You chose the wrong color and didn't communicate properly to confirm the color that you really wanted, please stop with all the ** and Pay your bill. 

  Customer response

  03/21/2023

   
  Complaint: 18361840
  
  I am rejecting this response because:

  In response to Owners last statement. Exterior Design Solutions did provide a quote for the Garage door, Jacuzzi roof and a window however they submitted a claim for a single car garage door while in fact we have a large double car garage door. I had to correspond directly our insurance company in order to get these three items successfully submitted, approved and scheduled for repair. (We have all documentation and correspondence with our insurance company to substantiate this). Owner of Exterior Design Solutions has not made mention of not even attempting to discuss the replacing the Jacuzzi roof which was part of the roofing claim, however we feel this is not about the garage door, Jacuzzi roof nor the window, this is about the obvious unsatisfactory roof we received on our home by Exterior Design Solutions.We don't feel we would be having this dispute if the job was done well in the first place or at the very least had one of his sales representatives that sold us this company to simply show up for a final walk through or inspection. Owner states "all the repairs are minor" however the pictures we provided and a verbal statement from an outside roofing contractor prove that it is more than just a few minor fixes. Exterior Design Solutions owner has not addressed all the many roofing nails we are continuing to find around our house (qty 6 to date by stepping on by family members as well as our pets we are sure to find more as the snow melts). We will be hiring a local handyman to come out and sweep the property with a large roller magnet. Exterior Design Solutions is and has been quick with the blame game and trying to make us as the Customer in this case out to be the bad person. We feel it's a solid reflection on him and his company. We are currently in the process of acquiring at least 2 bids on all the repairs/rework caused by Exterior Design Solutions. We would like to move forward with closure on this if possible.
  
  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. ↩