Complaints

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The salesman for contract exteriors said if I paid part of the bill for siding then I would not be charged interest if paid in full by a year's time. I had to pay up front a certain amount as soon as I said ok for the siding job.I had been contacted prior to this salesman by another of theirs but he left the company so this salesman was using other persons paperwork. Well I gave him a cashiers check for7495.35. They sent someone to look the job over to make sure I guess they knew what it looked like. Then salesman came back a few days later and said she didn't put on what all they were doing and that there were changes and that it was going to cost more but instead of stripping old vinyl Siding and wood shingles off they were just taking of vinyl and putting fan fold under vinyl but was costing more. He knew I would not go over a certain amount or I wasn't doing it. Now he already had a lot of my money and wasn't doing what he and I agreed to

  

  Business response

  01/11/2024

  We have been in contact with *************************** regarding the miscommunication surrounding her project, and have already agreed to cancel her project with a full refund. 

  Customer response

  02/02/2024

   
  Complaint: 21115446
  
  I am rejecting this response because:
  

  I was wondering what should the timeline be to receive the refund which amounted to $7405.35

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

  

  Business response

  02/05/2024

  Hello,

  We will be refunding the customer's money, as previously stated. Our standard procedure is to refund within the 30 days notice of the cancellation. We received the notice on January 10, **** and will be mailing the refund check to her next week, within the 30 day window.

  Thank you,

  *******

• Initial Complaint

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract 3/2022. They stopped work and failed to complete contract as agreed. After 3 failed Town of ****** ***** building inspection code reports and finding substandard materials and applications, we have spent close to 50% of the rework, repair damage to date. The value of the contract is $117,000. We tried to be amicable about this situation, however, they are failing to meet our expectations to resolve. They had unsupervised crews, failed to adhere to strucutural engineer's plans and have failed to compensate us fairly. This complaint is to assure they are marked for breaking contract, failing to build to code and overall intention to defraud of us of funds that they received in cash. We must let every conusmer know what they are dealing with before they are taken as we have been.

  

  Business response

  09/07/2023

  While we thank you for your review, most of these statements are either completely fictional, or in the least mis-leasding.  The work was only stopped at the request of the homeowner, while we were still working on the project.  There were not 3 failed inspections, in fact, some of the "inspections" were called in by the homeowner not the company and done before all the corrective work was done.  The value of the signed contracts was $139,803, not $117,000. The customer has only paid this second amount, claiming that they have paid in full.  The compensation that was offered to the customer included full and total credit for all repairs, which were done by the contractor of the customer's choosing, after we were asked to leave the project.  In no way did we break the contract or attempt to defraud the customer.  We have in fact been in constant communication with them, and they have rejected our offer of paying them for all the costs of the repairs. All evidence of these actions by the company to fulfill this contract  has been uploaded to the BBB website for review.   
  
  

  Customer response

  09/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: They are delusional and needing psychiatric work! Yes, with an additional AWO order for subsiding brought the contract to $139k. We settled at $117k with items that they failed to address on a punch list. We will pursue other means to address all damages incurred due to their blatant incompetence and non-compliance to building codes. 

  **** *****, their last project leader (He was #4 of 4 different ones, three of them prior to him quit), stated "We will not install spiral stairs as they are not a part of the contract. Although their prior project leader agreed to install and submitted to the town the new revised spiral staircase plans to install under our the permit #20220796. Interesting that the prior leader quit soon after. **** went on to advise in order to continue we needed to pay them another $30,000 dollars to complete the project. It's called extortion. At that point we did not want to deal with them anymore. We decided to come back to address this after 3 failed town inspection reports and the numerous major violations (See those reports and all files sent previously and on file with the BBB) Obviously, we paid for "crap work" and we are justified in this case. We do not want other consumers taken by them and need this reported, recorded, and their rating adjusted down as soon as possible.

  The only truth here is their purposeful blindness to their incompetent workmanship and damages caused by unsupervised crews that failed to follow code and their very own subcontracted (***** Consulting), structural engineer's structural plans.

  Please feel free to contact ***** *****, Chief Inspector of the Town of ****** ***** for an unbiased accounting of this situation. He was furious at the notched posts produced by them that reflected unsafe handrail systems that people could have fell through and severely injured or worse killed themselves. Finishing nails holding up staircase systems, was the tip of the iceberg. Thankfully we have unbiased inspectors in given towns to protect consumers that are not knowledgeable with building codes and requirements. We were new to building and remodeling and was taken for granted as such. Thankfully, the inspectors uncovered areas of great safety concern and had us address them. Now this business does not want to justifiably pay us back for the damages incurred and fixed by a more skilled, honest contractor to date. Siding will be assessed shortly to add to this saga.

  Have a great day and thanks for the update here! 

   

  Sincerely & thank you,
  

  
  ***** ****

   

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

  

  Business response

  09/07/2023

  Thank you for your response.  It is clear that we are at an impasse here. We seem to have a different set of facts. We have offered what is fair and reasonable, which is to pay for all the work done to complete the contract with numerous credits along the way.  Please feel free to contact the building inspector, as he will be deposed in future legal proceedings in this case. This matter will have to be handled legally.  
  
  

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  initial conversation was July 2022 - project began in November 2022 to date I have paid over $30,000 the project is not completed per our original conversation and the pillars on my deck are left uncovered. they were supposed to be covered in the same material as the handrails that surround them. toward the end of the project they stated they could paint the pillars for an additional $1900 or wrap in ****** board for around $7000 I refuse to submit final payment as the project remains incomplete. I am attaching some emails and pictures that further explain in greater detail.

  

  Business response

  02/16/2023

  Contract Exteriors is in active communication with ****************** regarding this matter in hopes of coming to a reasonable resolution.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached complaint.

  

  Business response

  09/26/2022

  We have been in communication with ***************** regarding the work on her home. In response to the numbered complaints she sent to BBB, please see our response to each below:
  1)If this is exterior rot, we have a signed AWO that we replaced it. If it is interior, we are not aware of it. 2)All replacement windows are ordered smaller than original windows to allow for proper shimming and fit due to not being able to see existing framing before installation. 3)The window contract states that interior trim and painting is not included. 4)We are unaware of the flashing issue. 5)We installed all new housewrap on the house and flashed all windows and doors. The missing screen has been on order since July 1, 2022 and will be installed as soon as it is received. 6)Gutters have been disposed of since Appril 14, 2022. 7)Supplier sent the wrong door, intially ***************** agreed to keep the French door in lieu of the sliding door. On August 19, 2022 when ****************** said she did want the sliding door, it was ordered on August 22, 2022. The estimated delivery date from the manufacturer for this door is 11/27/22. 8)The front door contract states that painting or staining is not included. The holes in the door are where the screws are that hold the door in place. The door needs to be caulked and painted.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased windows that were supposed to be hurricane rated impact windows, but found out upon install that different windows had been ordered for us. The window proposal they provided includes the product information on the correct windows but the contract itself only specifies the glass option we selected. The contract includes the proposal by reference, however the company states this is only informational. The contract does not specify a particular model number, so the only thing we had to go by was the brochure they provided in their proposal, which was correct.

  

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/05/19) */ We will be working with the ******** for an appropriate resolution.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 16, 2022, I discover a water leak at my condo located at *** ***** *** North ****** ****** ** XXXXX. The leak is in my Carolina room below my upstairs deck that Contract Exteriors replaced in May of 2017. Their work included replacing the deck and the sliding glass door to my master bedroom. The contract for work was signed on May 11, 2017. From 2017 until finding the leak on March 16, 2022, I had not had any known problems or issues with the deck or sliding door. I cannot say when the leak begin since the condo is my second home and used on an infrequent basis. I called Contract Exteriors on March 17, 2022 and talked with a lady named Euxxxxx and explained to her my issue and gave her the contract information. She said she would have someone call me back. I waited several days and did not hear anything, and called back on March 25, 2022 and ask to speak to her. I was told she was not there, but they would have her call me back. On March 28, 2022, I still had not heard anything back from Euxxxxx or anyone else, so I called back again and talked to Euxxxxx. She said she had forwarded my information on to the Production group. She also said she would get them to call me to set up a date to meet on March 29th, 30th, or 31st at the condo. That never happen. On March 26, I sent an email to K. M. (cust rep at Cont Ext in 2017), and through the NADRA web site an email to R. H. (owner) with the information above. My contract has a 10 year warranty for matls and workmanship, and a clause that any defect found must be reported with 30 days of finding. My email included 3 pictures of water dripping from ceiling insulation in the Carolina room. As of April 5, 2022, I still have not heard anything back from Euxxxxx or anyone associated with Contract Exteriors. My request has always been to have someone to look at the leak, and to make the needed repairs before any more damage is done. Again, I still have heard nothing from Contract Exteriors.

  

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/04/06) */ Contract Exteriors is in the process of contacting Mr. ****** to schedule an appointment. Consumer Response /* (3000, 8, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Production Mgr met with me at my condo on 4-6-22, but no work to repair the water leak has been done at this time (4-7-22). My request was for making all repairs to stop the water leak in my condo under their contract warranty document for the work and materials from 2017. I was told by their Production Mgr on 4-6-22 he would get back with me to discuss repairs after he talked with the business owner, and the owner agreed to making all repairs under the signed warranty. Business Response /* (4000, 10, 2022/04/08) */ Contract Exteriors had to assess the situation before making any repairs. Any work that is covered under our warranty will be addressed. We will keep Mr. ****** informed of the plan. Consumer Response /* (4200, 12, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been a over week (met on 4-6-22) since I met with the Prod Mgr at my condo and have not heard anything back. I called the Prod Mgr the morning of 4-13-22 at 8:26am, left a message on his phone, but still have not heard anything back from him or anyone at Cont Ext as of 3:40pm today 4-14-22. My last discussion with the Prod Mgr on 4-6-22 was that he agreed it was warranty work, but had to talk to the owner to confirm they would do the repairs. Said repairs would take 2-3 days to complete. He also said they would expedite the scheduling since there is water coming into the condo, and needs quicker repairs to avoid increased damage and more extensive repairs for Cont Ext to my condo. I just need to hear from them, have a schedule set up, and for them to make all the repairs to my condo from their initial work. Business Response /* (4000, 14, 2022/04/19) */ We are in the process of following up with, and scheduling additional analysis, with Mr. ****** to address his issue. Consumer Response /* (4200, 16, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not having heard anything from from Cont Ext I again called their office on 4-19-22 at 9:47 am and ask for Prod Mgr or GM to call me with an update on when they would come to condo to look at issue and damage from water leak. In that call I told the lady on the call my next move would be to contact my lawyer to address these issues with them. Rec'd call from GM at 12:24 pm the same day stating Prod Mgr not available but he would get with him and set up a date to meet at condo and look at issues and damage. Rec'd text that afternoon they would meet me at condo on 4-20-22 pm to look at issues. On 4-20-22 the Prod Mgr and GM both showed up, reviewed the water leak situation, performed a test by spraying water on deck area and sliding door, and identified 3 leak locations with water coming inside condo Carolina room ceiling from sliding glass door on deck above. Said they would review schedules and let me know the schedule when they could get a tech out to make repairs. As of 4-28-22 I still had not heard a response from anyone on the schedule. I sent a text to Prod Mgr and GM at 7:04 am for update on the plans and schedule to make repairs at condo. Rec'd text from Prod Mgr at 7:37 am stating he would let me know by that afternoon their schedule. He called me at 2:48 pm and we are meeting today (4-29-22) at condo at 1:00 pm for tech to begin making repairs to sliding door and deck where leaking water into condo. Got call form Prod Mgr at 9:09 am this morning (4-29-22) moving meet time today to 2:30 pm at condo. I ask if it would take more than the work time today to correct the leak and he didn't think it would. He stated they will come back again to complete if needed. I will not close this complaint until all the repairs and damage have been corrected, and there is no water leaking into my condo Carolina room. Consumer Response /* (2000, 22, 2022/05/04) */ As information, Contract Exteriors did in fact come to my condo on 4-29-22. The Prod Mgr brought a crew with him and they again tested with water pressure and found the leak from the deck coming into my Carolina room below. They removed the sliding glass door attached to the deck and tested again. The determined the water protection material installed in 2017 around the sliding glass door was installed incorrectly, and that was causing the leak. The water sealing material was replaced around the sliding glass door, and the door re-installed. Another water test was performed on the door from the deck, and there was no leak into my condo Carolina room below the deck. So the repairs have been made, and I am satisfied with those repairs. My biggest issues through this whole ordeal has been the lack of communication from anyone at Contract Exteriors. I made them aware of that fact and hope they will use this situation as a learning experience going forward in dealing with their customers. They are a good company and stood behind their work, but just do not communicate very well with customers. Thanks for your help with this! ***** ** ******

*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. ↩