ComplaintsforBlack Hills Exteriors, LLC

• Initial Complaint

  03/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  About 2 years ago I hired Black Hills Exteriors to repair some gutter sections (that were in perfect condition-no need to replace, just reseal) and completely replace another section. This patio area is in the back of our bar and is used by customers for smoking cigarettes and enjoying their drinks outside. We wanted the gutters fixed so we didn’t have ice on the patio after the snow thaws from the roof allowing people to be out there on dry pavement in the winter. IMMEDIATELY after their installation the gutters began leaking badly (in one part it is worse than the old gutters that had holes from rust in them.). I have pictures and videos of the problems. They also charged me for a downspout they didn’t replace. I contacted my sales person **** ********** about the problem and he agreed to repair them as he did 5 times on e mails (I still have them) and several phone calls -one call was to a manager who also agreed to make it right. Nothing has ever been done to fix this and for 2 winters now we have had to regularly close the patio area due to very bad ice. This forces the smokers to the front sidewalk in front of the bar in downtown Rapid City! This has hurt our buisness and it just looks and smells awful to passers by. I just don’t know what to do anymore, I have tried and tried to get this fixed to no avail. Can someone please help me!

  

  Business response

  03/27/2024

  After our initial inspection we did state that replacing the entire system would be the proper way to go about the issue you were having with the gutter joints leaking. You did state at the time that you had a budget to maintain and could not replace the entire system so we came up with a plan b. We were hired to try and reseal sections of the gutter that had been leaking at the current joints and to replace the oldest section of the gutter with a new run to stay within the budget you had in mind. We usually don't warranty anything when we are asked to just reseal sections of gutters as sometimes this can be an ongoing issue as there is currently dried up and weathered old caulking in that gutter and its not like working with a new gutter run. In this instance it sounds like you were told it would be warrantied so we will honor this and make sure the gutter runs are not leaking the next time we are able to stop by. I apologize for the miscommunication from us and our production team but I will make sure this is resolved in a timely manner. 

   

   

  

  Business response

  04/08/2024

  I am sorry about the miscommunication and about everything that has happened along the way, we are working on getting this issue resolved and have had one of our techs out last week. He will be back out once this weather dries up again. We are sorry it had to progress to this level and we will do what we can to resolve this issue.

  
  

  Customer response

  04/08/2024

   
  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,
  
  **** **********

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The new roof of high quality of shingles grade 4 was installed in my house in July 2022. But the chimney flashing was not installed correctly that allow the water penetration inside a house causing the damage and leaking from bedroom sealing. on June 29, 2023. Two and half weeks before of this accident on June 12, 2023 I visited the company and warned them that was some potential problems with the roof leaking again around chimney since the flashing pulled out. They did not take any actions. Customer service (receptionist) are rude so get out of their hair. I want them to held liable what they did and do repair both externally and internally. I am a retired widow. I don't have so much money constantly fix their poor quality of job.

  

  Business response

  07/06/2023

  ******* first contacted our firm in spring of 2022. She said she needed a roofer to look at her home due to a leak in her roof coming into her skylights and the chimney. We set an appointment with one of our project managers for June 8th 2022. When our project manager showed up he listened to ******* and investigated the leak. Upon inspection of the roof, our PM took photos of tarps that someone had installed around the chimney and over her skylight. I have included those in this reply. He also noticed there was not a cricket to divert the water around the chimney. She explained to us that she had filed a claim into her insurance company, due to the issues, and that the insurance company had denied the claim leaving her with nothing but out of pocket expenses to fix the leaks. 

  Our PM Suggested she needed a new roof due to the severity of the leaks. He also suggested that we install a cricket to divert the water around the chimney and to replace the skylight. In order to work within a budget for her we suggested to take off the metal roof and install a new shingled roof. We also suggested that she put on a Class 4 impact rated shingle due to the hail storms that we get in our area. She took our advice and contracted us to do the work as suggested. 

  We completed the roof on July 20th, 2022, to include a new skylight and a cricket on her chimney to divert the water. We sealed all the flashing on the sides of the chimney and everything was water tight. 

  On on July 28th, 2022 our PM met her onsite to inspect the work with her and have her sign off that everything was to her satisfaction. She signed off on the certificate of completion and she uploaded that to her complaint as you can see.

  We went through an entire winter 2022/2023 and didn't hear anything from *******. We had a long wet winter, and there wasn't any leak calls on her home. It wasn't until June of 2023 that ******* and her friend stopped into our office, and met with our PM to let us know that she noticed the flashing around the chimney was starting to peal away and she was concerned about water possibly getting in. Our PM explained to her that he was leaving town for a trip that was planned for a while and would be out to investigate when he got back. He got back June 28th, 2022. The day after he got back from his trip, on June 29th, 2022, our area had a bad thunderstorm and ******* messaged the PM Stating it is leaking now. The next day, on June 30th, 2023 he went out there and noticed the flashing was indeed starting to pull away from the chimney. This was due to extreme heat and temperature changes, the sealant holding the flashing to the brick chimney wasn't holding. (See photos) This was addressed the same day by re-sealing the flashing and adding fasteners to hold the flashing tight forever, so the issue wouldn't come back again, even if the sealant tries to pull away.  

  We have since had several thunderstorms and there are no leaks that have happened that we know about. We believe the issue has been resolved in entirety. 

  None of the re-sealing, flashing fix, or investigations to her home were charged to her. She has not had to pay us anything out of pocket for this. She has only ever paid us for the original roof installation that she hired us to do.   

  Due to the interior damages that were already happening prior to us ever doing this roof, we do not believe that we are liable to fix anything inside the home. If she can provide receipts and paid invoices that she had her interior fixed prior to the recent damage, then we would review them and determine if we would help cover costs to re-do it over again. 

   

   

   

*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. ↩