Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I complained about them not sending someone out to clean up nails. I was then told someone would be out but they never came. It’s been 6 months I have video as well as recorded phone calls as evidence. Now they are making adjustments to the bill because they apparently charged me for work that wasn’t performed. The overall numbers don’t add up and I’m being overcharged while being handed a half done job. No magnets were ever used to clean up nails and I have a French bull dog business where a trip to the vet is very costly!!!

  Business response

  02/12/2025

  This has been resolved. We have addressed the customer's concerns by revisiting the property to perform additional cleanup and reviewing the invoice with them.

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Request for Mediation Regarding Roof Replacement and Water Damage To Whom It May Concern, I am seeking assistance in resolving an issue with 123 Exteriors regarding water damage in my garage after a roof replacement in 2020. Despite multiple attempts to address this with the company, the matter remains unresolved, and I hope for a fair resolution. Background: 123 Exteriors replaced the roof of my home in 2020. No immediate issues were apparent, but in mid-2024, I noticed peeling paint on the garage ceiling and walls. By November 2024, water leaks were evident, prompting me to contact the company. They repaired the roof, but interior damage caused by the leaks has not been addressed. When I purchased the home in 2016, a professional inspection was conducted, and the chimneys were repaired by the previous owner. From 2016 to the 2020 roof replacement, there were no water damage issues. My home has two chimneys: the unused chimney has water damage, while the other, occasionally used in winter, has no issues. This suggests the water damage may stem from the roof replacement. Efforts to Resolve: I have communicated with the following individuals at 123 Exteriors: *** ********* ************************************ **** ***** ********************************* ***** ******* ***************************** Despite providing photos of the damaged garage and detailing the timeline, only the roof was repaired, leaving interior damage unaddressed. Desired Outcome I am requesting assistance to: Determine if the chimney flashing was affected during the roof replacement. Resolve the interior damage through repair or compensation. While chimney flashing was not explicitly part of the original contract, it is reasonable to expect potential risks to have been assessed during the roof replacement. I appreciate your assistance in resolving this matter professionally and look forward to a fair outcome. Best Regards, **** *** ****

  Business response

  01/29/2025

  **** *** **** contacted us regarding a leak at the end of 2024, approximately four years after the initial project was completed. Upon receiving the request, we dispatched a crew to inspect the issue. Our inspection determined that the leak originated from the chimney flashing on the property.
  We have provided the customer with photos and detailed information confirming that this issue is not related to our work. Additionally, we advised that regular home maintenance is necessary to prevent such issues. Per the original contract for the roof replacement, we were not contracted to replace the chimney flashing. Our assessment confirmed that the leak was not caused by any deficiency in our workmanship. Instead, we identified cracks in the caulking on the top lip of the chimney flashing, which had been installed before our roof replacement. Over time, caulking naturally dries out and deteriorates due to weather conditions, making regular maintenance essential.
  Since the chimney flashing was not part of our installation or scope of work, we cannot assume responsibility for this issue. We communicated this to Mr. **** on both January 7, 2025, and January 17, 2025. Additionally, during our inspection, we noted a significant crack in the chimney crown and missing mortar. We recommended that Mr. **** have a mason inspect and address these concerns.
  As a courtesy, we applied new white caulking as a temporary measure at no charge and did not charge for the site visit. While we understand that this may not be the resolution Mr. **** was hoping for, we are not responsible for covering water damage resulting from an issue unrelated to our work.

  Customer response

  01/30/2025

  Dear BBB,
  I am writing to further clarify my concerns regarding the water leak that occurred after the roof replacement in 2020. I am rejecting the roofing company's response, and I would like to provide additional details:

  
  Initial Signs of Damage: In the summer of 2024, I noticed peeling paint and wood deterioration on the ceiling, which I initially attributed to normal aging. However, by October-November 2024, after some rainfall, I discovered that water was leaking through the ceiling.

  
  Chimney Inspection and Repair in 2016: When I moved into the house in 2016, an inspection was carried out, and any issues with the chimney were addressed by the previous homeowner, who made the necessary repairs. Prior to the roof replacement in 2020, there were no signs of any leaks, and the chimney had not shown any issues, including during the roof inspection.

  
  Contacting the Roofing Company: I contacted the roofing company, and a few weeks later, around early December 2024, a technician arrived and made repairs. After the repair, there were no further signs of leakage. During this visit, no mention was made of issues related to the chimney flashing or any other part of the roof.

  
  Current Claim of Chimney Flashing Issue: Now, the roofing company insists that the leak is due to the chimney flashing, and they are not responsible for the water damage to the ceiling and walls. This claim is confusing and contradictory, as no mention of the chimney flashing was made during the December visit when the issue was supposedly fixed. If the chimney flashing were truly the cause of the leak, it should have been addressed at that time.

  
  My Concerns: I find it difficult to understand why the roofing company is only now claiming that the leak was caused by the chimney flashing. It seems unusual that this wasn’t raised when the issue was initially repaired. Furthermore, given that there were no signs of leaks prior to the roof replacement, and the damage to the interior only began slowly worsening after the roof work was completed, I strongly suspect that the root cause of the problem might very well be a defect in the roof installation, not the chimney flashing.

  
  Given these points, I believe the water leakage is likely related to the roof replacement work and not the chimney flashing. I respectfully request a thorough investigation into this matter and would be open to a second opinion from another roofing professional.
  I appreciate your attention to this issue and would be grateful for any assistance in resolving this matter.
  Sincerely,

  **** *** ****

  Business response

  02/10/2025

  Here is my response: 
  Per our previous statements, 123 Exteriors was not contracted to replace the chimney flashing at the time we completed the roof. As we previously explained, when the homeowner reported a leak, we promptly inspected the issue and performed a temporary repair on the chimney flashing, where we observed cracked caulking and other issues above the flashing. These issues were not part of our contracted scope of work and were not covered by the homeowner’s insurance.
  We have repeatedly clarified that this issue is unrelated to the work we performed; therefore, we cannot assume responsibility for the interior damage. Additionally, we have advised the homeowner to consult a mason for further inspection of the chimney.
  While we understand this is a difficult situation for the homeowner, we want to reiterate that the issue is not due to our workmanship.

  Customer response

  02/10/2025

  When I first reported the issue, your technician came to my house, repaired the exterior, and made no mention of any concerns regarding the chimney. He did not raise the issue of chimney flashing but instead asked if I had any leftover roofing materials from the initial installation. Since I had kept a package of the remaining materials, I provided them to him, and he used those materials for the repair. Afterward, during a phone conversation with ****, I was informed that the interior ceiling and wall damage would be addressed. However, a few days later, I was told that the repair costs would exceed $2,000, and I would need to share the cost due to the delay in reporting.
  I want to clarify again that the reason for the delay was not negligence on my part. Initially, there were no visible leaks, only peeling paint on the ceiling and walls, which I thought was simply due to aging. It wasn't until actual water leakage occurred that I immediately contacted your company. Therefore, I believe that I am not fully responsible for the damage, as I reported the issue as soon as the leak started.
  Additionally, I find it concerning that the company initially implied responsibility for the interior damage and seemed to suggest that it would be repaired, but later changed its position, claiming that the problem was not with the roof but with the chimney. If chimney flashing was truly the main issue, why was it not mentioned in the first place? More importantly, if the company was not responsible for this issue, why did your technician proceed with the repair using the materials I provided, without any clarification regarding the chimney?
  Furthermore, I spoke with another company who mentioned that even if chimney flashing is not part of the contract, it is common practice to replace the flashing during roof work since it is often necessary for long-term durability. They explained that if flashing needs to be replaced, it can be communicated to the homeowner, and if necessary, the flashing can be replaced for an additional cost. However, your company did not make any mention of this at all. Given that the flashing issue could have been identified at the time of the roof repair, I find it troubling that this was not raised, and no discussion or notice was given to me about the flashing.
  Considering these inconsistencies, I request a formal resolution. I remain open to a fair solution, but if necessary, I will seek an independent evaluation of the damage. Please let me know how you intend to proceed.
  Regards,
  
  **** *** ****

• Initial Complaint

  11/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Aspen Exteriors to complete a roofing project according to the insurance specifications. They were to replace the shingled roof and metal patio roof. The roofing crew did not replace our patio roof. An email from 7/23/24, 9:33 from Aspen regarding our metal patio roof stated ************** is paying for the metal roof to be done, this was not in the scope of work through our Aspen subcontractors. This is an untrue statement as the agreement clearly states Aspen will do the project. The crew that was sent fell through our bedroom ceiling and did not tell us about the damage. When I informed Aspen, they said they would send someone out immediately to repair the damage. It has been 4 months and they have not returned to complete the painting of the repair. They only credited me $200 for ruining my curtains. Aspen wants to blame the homeowner for issues, is unprofessional and discourteous.

  Business response

  11/19/2024

  We would like to clarify that Aspen Exteriors, **** does not provide metal roofing services in ****, and we have communicated this to the customer on multiple occasions. We apologize for any misunderstanding regarding this matter.

  
  As of now, Aspen Exteriors has invoiced the customer only for the work that was completed.

  
  Regarding the incident where a crew members foot fell through the roof, we acknowledge that this occurred. We regret the inconvenience this caused, and we acted promptly to repair the ceiling, sending someone to the home within days of the event. The roof decking was in poor condition, and unfortunately, this incident was unavoidable due to its state.

  
  Additionally, we understand the customer reported paint on a set of curtains in the same room. Initially, Aspen offered a $150 reimbursement for the paint on the curtains, but we understand that the customer did not find this acceptable. In response, we increased the offer to a $200 credit for the one set of curtains, despite the fact that similar sets are available for $20 to $50.
  To ensure customer satisfaction, we are willing to either send a representative to assess the painting issue or provide a courtesy credit of $250 to resolve the matter on your terms. We are committed to working with the customer to reach a fair solution and appreciate understanding.

  Customer response

  11/21/2024

  Aspen NEVER told us they did not do metal roofs. The salesman, ****, even said if he needed to he would come and do the roof himself because he didnt know the roofing crew couldnt do metal roofs. Nowhere in any documentation does it state Aspen would not do metal roofs. 
  

  In the photo of the completed repair you can see clearly that another coat of paint is required. I have emailed, called and even spoken to ****** * regarding the completion. He told me in September that he would get someone from the production team to contact me for the painting. As this seems to be an impossible tasks, I would like the money offered so I can hire my own painter.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract signed on 08/23/2024 with a deposit given to **** ***** for $10,939.87 for residential work.

  Business response

  11/27/2024

  As of today, all work on this project has been completed. We were contracted to install the roof and gutters. The roof installation was finished on 9/17/24, and the gutters were completed on 9/26/24. Additional requested services were finalized on 10/25/24.
  
  We are currently working with the homeowner's insurance company to finalize the total project cost. Once this is completed, we will issue the final invoice to the customer.
  
  Thank you for your attention to this matter.
   
  
  **** *******
  
  *********** *** ********** ****
  
  ****** ************************************
  
  Office: ###-###-####

  Customer response

  11/27/2024

  I am rejecting this response because: NO written warranty supplied on Labor 5 years provide and materials supplied at 50 years for **** ***** ****** **** ******** ** *****
  
  Regards,
  
  ****** *****

  Business response

  12/02/2024

  We will not send out any warranty paperwork until after the final invoice has been paid in full.
  
  Thanks,
  ****
   
  **** *******
  
  *********** *** ********** ****
  
  Email: ************************************
  
  Office: ###-###-####
  
  Cell: ###-###-####

  Customer response

  12/03/2024

  I am rejecting this response because: 
  
  Regards,
  ****** *****

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Siding coming loose. Contacted the company for repair almost a year ago. Been going back and forth with them to get the siding put back into place. After contacting the company someone did come out and popped it back in but it popped right back out again. My neighbor who has a siding business believes that the whole section from where the siding is popping out all the way up to the peak is sagging. He suspects if the siding was nailed into celotex insulation or something like it instead of into the studs. Texted them many times no one contacted me back. Call the company and was told that if they didn't come out I was supposed to keep contacting the company to get them to get the repair people out. I've gone back and forth on this enough. I don't know what else to do now. Please help!

  Business response

  11/05/2024

  11.4.2024 BBB received vm from Colin 
  Monday, November 4 2024 4:59 PM
  From: ******* ***** **************
  Duration: 30 seconds
  Voicemail box: 123
  Transcript:
  Hey *****, how's it going? This is *****. I got a call on about a 123 exteriors complaint. You left me a voicemail a while ago on another call. I actually have not gotten that complaint. We have a bunch of different accounts and we're actually in the process of kind of rolling those all up in an enterprise. But if you can send that over to me or give me a call, my number is ************. I would appreciate it. Thank you so much.

  Business response

  11/05/2024

  11.5.2024, KG received call from ****** BBB email was located in junk folder. ***** will reply to complaint.

  Business response

  11/05/2024

  This repair was completed on 10/17/2024. Because the siding kept buckling in the same area we ended up removing and replacing all the siding on the ***** to ensure that it will not happen again. We just followed up with the customer to make sure that he is good with everything now. We left a voicemail and are awaiting his feedback. Regarding Mr. ****** claim that we never called him back, I am just not seeing evidence of that in either of our systems. We typically document and add notes for all calls, text messages and emails. I do not see any notes between 6/13 (when initial repair was completed) and 10/1/24 (when the complaint was filed with BBB). If it is the case that he reached out multiple times and did not hear back from us, I apologize for that. When a customer feels that his/her concerns are not heard or addressed, then that is our responsibility. Our goal is always to address warranty issues as quickly and as painlessly as possible. 

  Customer response

  11/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ****

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve contacted via phone/left voicemail messages also sent emails to 123 exteriors. I initially contacted them this past August and the two workers they sent said they didn’t see anything. I now have 4 additional spots in my ceiling with one with a crack leaking onto my carpet. I’ve left voicemails and sent emails which has not been answered. I believe that this isn’t any new damage and I expect this company to come and resolve the issue before my ceiling collapses. My hope is that we can get this resolved expeditiously rather than having to contact an attorney. Thank you

  Business response

  10/25/2023

  Hi *******,

  Thank you for your message, currently I don't have any record of recent calls from you however we are always here to help. As you stated someone came out when you called the first time and that's our usual response, often time when there are leaks it can be a number of things and not always the roof, however we will be sure to return so that you have a resolution and help. Someone will call you before 12pm CST also in the future please utilize the contact information at ********************. 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 7, 2022. I had Seth H******* from 123 exterior came out to my house for an estimate my aluminum siding due to hail damaged. I asked do you guy do aluminum siding he answered NO we only do premium quality vinyl. On September 14, 2022, state farm came and approved for aluminum siding in the total amount of $29,300.06.$3360.00 is my deductible. I was mislead to sign the contract getting vinyl instead of aluminum what state farm paying for. He wrote the contract showing vinyl siding cost $26,348.27. He based off state farm number and never give me an estimate I asked for from the beginning. gutters cost $531.97 plus supplement and upgrade gutter is $1923.03 and contract price $28,803.27. He manipulated me to go with vinyl promising that will not be more than your deductible. I sent state farm check in an amount of $11,990.46 straight to 123 exterior along with my deductible check amount. Now he said I am short in the amount of $1689.56. I later found out that my state farm cover my garage door which 123 exterior didn’t replace. Seth quietly trying to take that total amount $2484.50 until I asked him where my garage amount of money state farm is paid for. He said already adjusted from $32,468.29 total cost. I found out that he is double dipping on the gutter upgrade. I don’t know where he got $32,468.29 from but he surely ensure me that it will not be more than state farm estimate. 123 exterior want to put a lien on my house if I don’t pay the short amount. I feel this company is doing fraudulent activity using innocent consumers like myself to for their maximized profit gain. What is appear on the trade summary pages 12 stated R&R Siding-Aluminum (.019 thickness)-standard grade but they install vinyl on my house. They're over charged me. I feel this company need farther investigation to preventing this happening to millions of home owners that work hard for their money. I feel mislead and manipulated. Now I am in fear of getting a lien on my house.

  Business response

  04/19/2023

  
  Mr. **** stated in his complaint that we did install a premium vinyl siding. In addition, the insurance company did not pay for insulation and we installed insulation on the house at no additional charge to Mr.****. We also installed a premium housewrap, Tyvek, which cost more than the average housewrap. In addition to these items we installed extra items on the house at no charge to the homeowner. Mr **** has A high deductible and he must pay the balance due, this is no fault of 123 Exteriors but was his choice when he purchased his policy. We completed all of the work per the insurance company specifications, they determine the price, we provided any credits for work not performed. We do not engage in any fraudulent activities as we are partners  and a preferred contractor for insurance companies and have been in business 17 years.
  

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  was charged for work that was not completed. will not reimburse. Also when i questioned them on something that was not completed they said the insurance company did not aprrove the work. the then quoted me an out of pocket price to have the work done. i then checked my insurance company and that work was approved, 123 exteriors sis not do the work. 123 exteriors eventually came and finished that part. other work was paid out for work that was not done. they owe me money but basically refuse to pay

  Business response

  01/25/2023

  The job was completed in October and no one at 123 Exteriors has received a complaint  or concern from Mr. ***** regarding work not being done, any request for work  that he asked of us was completed. I have the invoices from the crew and photos of the crew working. The completion form was signed off by Mr. ******* *****  on 10/10/22 and there was also a credit issued for work not performed. After my review of all contracts, crew invoices and customer invoices it is concluded that no money is owed to Mr. *****, we did work above and beyond what we were paid and gave him money back for work that we performed and have been paid in full by Mr. *****. There were no issues reported to 123 Exteriors since the final payment was made in December.  

   

  Customer response

  01/26/2023

  I am in Florida until the first week of March. My. Itemized list of work that was paid out is at my residence in Wisconsin. One instance I feel is important is, the picture window was not wrapped. I questioned Arick an employee of 123. He came to the premise for final inspection. Asked him about the window not being wrapped. He sent Brennan M****** to my house to discuss the matter. Mr M****** stated the insurance company did not approve payment for the wrap of the window. Gave me an estimate of $390.00 out of pocket to have his crew to come back and do it. I then got an itemized list of work approved and paid for from my insurance co. Determined it was paid for. Called Mr M****** to show him this. At this time he had his crew come and wrap the window at no cost to me. FRAUD. Also they did the front fascia on the garage. Which was not originally not done. Now comes the question of the difference in working around something or actually removing and replacing. They were paid for removing and replacing the gutter for installation of front fascia on the garage. I have I video of the work performed on the fascia. Gutter was not removed and replaced. Worker slid fascia behind the gutter and attached. I believe they were paid around $180 for removal and replace, don’t think this is right. Other instances similar to this. But I don’t have my info in Florida. Again they were paid for work that was not done. My amount they owe me is more than my deductible amount then what I owed them, they say it is close enough. They owe me money. I don’t like being lied to.

*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. ↩