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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to formally lodge a complaint against Green Exterior Exterior Remodeling located at **********************************************************************************************, regarding their refusal to honor the warranty on a product that I purchased. Despite repeated attempts to resolve the issue directly with the company, I have been met with unresponsiveness, unhelpful customer service, and a apparent unwillingness to fulfill their warranty obligations.Details of Purchase:Remote Patio Blinds August 2021 10 years $28,000 I first contacted Green Exterior on June 26the to report the issue with the product, informed them that the screens would not go up and down, that the remote lights were still working but did not operate the screens to function. They sent a technician out, he check my remote, change the battery and never return with the remote until I had to call and ask what the status was on getting my remote to function with my screen. He then dropped it off in my mailbox and now the remote doesnt function. Since then, I have reached out to their customer service department multiple, June 26, 27, July 2, 3, July 10, 11, July 16, July 23, 25, only to be put on hold for extended periods, transferred to various departments, or redirected to dead ends where my calls were never resolved.It has now been over two months, and despite my persistent efforts, Green Exteriors has not taken any meaningful action to address my warranty claim. This lack of customer service and failure to honor the warranty is not only disappointing but also in clear violation of their stated warranty policy.Any additional information needed please feel free to contact me for verification.I appreciate your attention to this matter and look forward to you help in ensuring that Green Exterior Remodeling addressed and concerns promptly.Thank you for your time and assistance.
Business response
08/13/2024
owner
***************** did call, and we did send someone out. Our warranties are for GXR material and Labor. These screens are from the four-season manufacturer as she has shown. We gave her the information needed for her parts and pieces when we completed her project years ago. We also gave her the information needed again this time to file her warranty on her remote. I'm sorry this is not a Green Exterior issue or a BBB issue. The client needs to follow manufacture warranty claims as we told her. With this Green Exterior is closing this matter.
Initial Complaint
06/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
September 30, 2023 GXR received $7407.90 deposit on $24693.00 enclosed porch project. Sept 20, 2023 Sales Rep stated it should not be issue with porch wall being close to exterior fireplace vent. Oct 12, 2023 GXR Tech informed Customer it would be issue and vent would need to be relocated (at our expense) or enclosed porch decreased in size. Nov 9 GXR provided new proposal, plan and price; dimensions were wrong and had to be corrected. Dec 1 GXR provided corrected proposal. Jan 30 to April 16 2024 Customer waited for Engineering review approval; Customer was told it would take 21 to 28 days. April 7 Customer emphasised need to complete project by June 30. May 6 GXR stated materials may arrive June 1; June 10 materials supposedly arrived. Customer requested proof of materials arrived at ***; also requested again date we need to clear furniture and personal items from existing slab.Business response
06/14/2024
***************** is such a nice person, and we are Truley sorry this project has taken so long. The project is a custom aluminum roof cover. With that the project required specific engineering, we all have been more than patient with the engineering firm, and she has every right to be upset. However, that has all passed us and we do have all of her approvals and materials ready for install. Her project will be done soon and we hope after the long wait she finally enjoys this build for a very long time.Initial Complaint
05/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am writing to you to complain about Green Exterior. I hired Green Exterior the summer of 2022 (Jul-Aug) to install an aluminum porch with stamped dark gray concrete and was told they would begin November 2022. After a number of excuses for the delay, the job was finally started January 2023. There were issues with the concrete from the start; the stamp and color did not resemble the sample pieces that I agreed upon and the joints that were to prevent cracking were huge taking a way from the look and did not resemble the picture shown me when I purchased the stamped concrete. After going back and forth, Green Exterior finally agreed the work was not properly done. They had the contractor redo the concrete. The contractor told me the new joints made by using a saw would leave some small cracks. I was shown minimal cracking at the start of the work and agreed they could continue. However, by the time they finished, the cracking was much worse than I was initially shown and have gotten worse over time. Additionally, my sales person told me the white color that showed in the concrete would settle and go away within 2 weeks to three months. It has been 4 months and the concrete is now an ash white instead of a dark gray.I reached to my sales person, *****, on May 5th to tell him the color of the concrete has gotten worse over time and not better. He told me he was working on it; that the previous contractor is no longer with them. I texted him again on May 12th in hopes of getting an update but so far no one from Green Exterior has contacted me with a resolution.I am requesting they fix the problem or refund the price I was charged for the concrete.Business response
06/07/2023
This has been taken care of between GXR and ClientCustomer response
06/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.I sent a couple of emails letting you know the complaint was resolved. I've asked if there is anyway to remove the complaint but have not received a response from the BBB. The business reached out to me to resolve the complaint the day after I submitted it online, before BBB even had an opportunity to assign an ID. Under those circumstances I would like to remove the complaint if that is possible or at least hide it.
Thank you.Initial Complaint
11/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We Hired Green Exterior Remodeling on may 8th 2022 to do a covered patio for use the work should of begain ***** weeks after HOA approval i got my approval letter back on june the 2nd 2022 and now it be over 26 weeks and work has not been done and when we reach out to them we get the run around and said that someone gonna call and schedule at this point we just want or money back. we sign the contact with them may 18th 2022 and gave them a deposit ******** what can i doBusiness response
11/30/2022
We have already started working on this client's home.Customer response
11/30/2022
Better Business Bureau:
yes they finally showed up one day after me reaching out to you, we waiting over 26 week and no response per their contact they said they would begin work after my hoa approve the project which was on june 2nd 2022 after they never reach out to me until i filed a complaint with BBB and *********** the work on may 18, 2022. I wish now that they are doing the work we can get a discount for the long waited delay?
Thank you.
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Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
2 complaints closed in the last 12 months.