Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with this business in March to re-side our house and garage. The total price was $41,000.00. We paid them $21,000.00 when the materials arrived with the rest to be paid upon completion. The work began on April 25th. After finding several issues and confronting the installer and the owner, the installer was disrespectful to me and my wife. On May 20th, I asked the installer to leave our property. The owner said he had someone else who could finish the job, but he couldn't be there until June 3rd. He didn't show up all week. We tried texting, calling, and emailing the owner, with no response. He finally responded on June 10th and told us the new installer hurt his back and that he would get someone else to finish. On the 10th, the owner said he would get his gutter crew to rehang the gutters. The 1st installed took down our gutters on day 1 and our house and landscaping have been flooded with rainwater. Since June 10, we haven't been able to get any response from the owner. I have covered the front and remaining sides with plastic to prevent further damage. All we want is for the job to be finished.

  

  Business Response

  Date: 07/16/2024

  After a few days of working on the project we had completed the garage and were working on the house. The homeowner sent me a list of 5 issues with the siding installation. I told them I would be there to look at them asap. Before I could get there the homeowners confronted my installer saying they had a contractor look at the siding installation and he said there were numerous things done incorrectly. My installer looked at the issues they pointed out and assured them that everything was done correctly and he was mistaken. Upon questioning their contractors validity one of the homeowners became irate. They told our installer that the contractor was her brother-in-law and she didn’t appreciate him saying he didn’t know what he was talking about. They then told the installers to get off their property and not come back.  
  

  I arrived shortly after and looked at the issues. Everything was installed correctly and upon showing the homeowners that they still weren’t satisfied. One of the issues was where we used a corner post. They wanted us to use two pieces of J channel, butt it together, and then caulk it.  That is a water issue waiting to happen and no siding company would ever install siding that way. But they wanted it done incorrectly. We said we would never do it like that.

  Another issue was the window facings.  It turned out they had new windows put in 2-3 years ago and the wood facings were completely rotted out. So they were rotten during initial window install then and just covered up or had been leaking water since the install of those new windows.  They blamed us for that! 
  

  Another issue they had was that the siding didn’t start at the same level on 2 adjacent walls.  We showed them that wall was part of an addition and was built lower and had to be done that way to make the siding line up.  

  The other issues were the same.  Done correctly but since their contractor said otherwise they wanted it done incorrectly.  Once they were showed why we did what we did they just jumped straight to another issue.  Then after that issue was justified they started complaining about things not associated with the job.  
  

  Since then they have called me back asking if I would send the same installers back out and finish the job.  We don’t feel comfortable working where we are told to install the product incorrectly.  All the material they paid for is on the jobsite and over half the work is completed.  We are the ones losing on this job.  There should be a website businesses can report unwarranted complaints from customers to so we can avoid them.  

   

  Customer Answer

  Date: 07/16/2024

  
  Complaint: 21929086
  
  I am rejecting this response because: Most of this is not true.  Yes, I did complain about some of the installer's workmanship.  But, when I did, he got very disrespectful to me.  I when inside and told my husband and he went out to talk to the installer.  He disrespected him to the point where ****** told him to leave our property.  ******* came to the house that day and we discussed what had happened and he said he had another installer he could send out in 6-8 days. ****** told us just today that he suspended ***** for a week for being disrespectful to a customer. 

  More of the story:  The installer (*****) started with the garage.  We noticed issues and called it to his attention.  He called the siding company.  They came out and told ***** to keep installing and maybe it would straighten itself out.   They finished the garage, then had to take it ALL off because they had a bad batch of siding.  ******* was aware of all these issues.  ***** is the one who told us the siding was bad.  They took down our original siding and all our gutters at the very beginning before the work started on the house, leaving us with a flooding problem when it rains. (I have videos) ******* said he would send his gutter crew out to hang the gutters where they could be hung. The gutters could have been hung where the soffit was finished.  I started trying to  do the rest of the soffit, but got bogged down by the heat.  We didn't hear from ******* for 3 weeks.  I'm 70 years old have I've been working in the hot weather trying to get our house covered in house wrap to keep further damage to our house due to heat and water. Yes, there was rotten wood under some windows that we hired someone to repair.  No one was blamed for that.  That was the window company's fault.  Most companies won't touch our house now to finish the job since Southern Builders has started and not finished.  If Southern Builders does not want to honor their end of the contract, then we want something in writing that the contract is void, that they WILL warranty *****'s work and that we are paid in full.  We also have extra materials that ******* bought and charged to us that won't be used.  He said he would buy this back (or take it off the total we owed at the end) .  We want to make sure that is done.  We talked to ******* and he said he could send ***** back out , but he knew we didn't want him.  We said we would discuss it and let him know.  We told ******* that ***** could come back if all communications were done through *******.  We would not complain to ***** if he would not complain to us.  Things we have complained about are minor cosmetic issues that can be repaied later. (At our expense)  All we want is our house to be finished, nothing more, nothing less. 
  
  Sincerely,
  
  ****** * ***** ******

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the business install siding. I was happy with the work. I used this business in main part due to the lifetime warranty. I have 1 issue, they covered the door that gives access to my crawlspace under my home which i need so my foundation on my home can be fixed. I contacted the company in june they said someone would be to my home within a cpl days. Since june i cant reach them i called the office number its no longer in service. I have text charlie the owner over 4 times with no response. I just need them to come redo this section so i can have work done on my home. If they would simply respond to me and send someone outvi would be satisfied. At this point i dont feel confident in the lifetime warranty i was promised

  

  Business Response

  Date: 07/24/2023

  Customer stated he is out of town and won’t be back until July 30 and needs it completed before Aug 3.  We have customer scheduled between July 31-Aug 2

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 6, 2022 new roof installed ($13,600) September 1, 2022 texted ******* to notify of leak in chimney October 5, 2022 ******* replied he sent a guy over and flashing "looked good" but a "crack" was seen at top of Chimney and he would send his "main guy" over Friday to check (never received follow up) I replied to him to remind him that I had a Chimney repairman water seal the chimney prior to roof contract/replacement. The repairman crawled down into the chimney after checking the chase cover and vent, found the only leaking place was along the roofline where it meets with chimney. October 26, 2022 texted ******* to notify him of dripping sound still in chimney (no response) November 30, 2022 texted ******* of an additional leak with photos and video of water running down wall inside house where front wall meets up with front porch roof, and water dripping from roof on front porch (same location on both sides of wall), also of chimney still dripping (no response) December 1, 2022 called Southern Builders phone number on website and left message that I had texted ******* regarding wall leaking, porch dripping, and chimney drip (no response) December 7, 2022 called Southern Builders phone number on website twice, call dropped first two times, called it a third time got an automated message from Verizon Wireless saying the number either changed or was disconnected. Called ********* phone, got his voicemail, left message that the main phone number appeared to not be working, and to repeat my message from last week regarding leaking porch roof, water running down interior wall, and the still leaking chimney (no response) December 14, 2022 called Southern Builders phone number on website and received same Verizon Wireless message saying number changed or was disconnected. Had someone else call the number to see if they got same message, first call dropped, the second one gave the same Verizon Wireless message.

  

  Business Response

  Date: 01/14/2023

  We got the repairs taken care of this week.

  

  Business Response

  Date: 01/16/2023

  See Attachment/File: IMG_0913.png

  Customer Answer

  Date: 01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The chimney still has a leak, the dripping sound is still present, but is more faint than it was previously. Today is the first day I've been home while it was raining to be able to respond whether the dripping had stopped. As far as the front porch roof leak that also found it's way inside the house, I won't know if that repair worked until we have rain from the southeast that hits that side of the house directly.

• Initial Complaint

  Date:09/28/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2021 We contracted with Southern Builders (SB) to remove the old cedar siding, re-side the house with ASCEND Composite Cladding, also replace the existing gutters and down spouts. On December 7th 2021 we paid them a deposit of $24,000 which was half the cost of the project. I contacted SB in January to see when they would be starting the project and was told that the company manufacturing the product had had an issue and that they were having to put a new production line Also that SB had 7 people waiting for the siding, and they couldn't tell me when ours would arrive. I then contacted SB several times to get a start day and was told they were still waiting on product. I have made several attempt to talk to Mr. (our Sales rep) unfortunately my calls just go to voice mail and no return calls. On June 2nd I sent a text message saying if I didn't hear from him I by the Following Friday I wanted either a firm date or my deposit back. He replied saying that he understood, but if we waited just a little longer he would complete the job. SB had not contacted me by 7/28 so on 9/14 I asked for my deposit back giving them the date we signed the contract and the amount I had written the check for I called and left a voice mail message on Mr. cell phone, as well as a message on the Knoxville office phone, as yet I have still had no communication from them regarding this. Southern Builders claim they have an A+ rating with you so I hope you can help to get my deposit refunded. We selected Southern builders after we made them aware that my husband is confined to a wheelchair and could no longer do home maintenance, this project was undertaken with my husbands disability check. I feel that by delaying the work for so long Southern Builders delaying the project has prevented us from maintaining the house which now has further deteriorated and will now cost us more to fix the problems.

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/12) */ Unfortunately the manufacturer of the product has had several delays. We have numerous customers that have waited or are still waiting on longer than expected lead times. We have offered all of them the choice to continue waiting or the return of their deposit. When the material comes in we will contact them with the option of doing the project then. I talked with the customer and she was ok with this. Consumer Response /* (3000, 7, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today I have not yet received my deposit back. I did receive a phone call and a promise of them returning my deposit that was almost a week ago. Business Response /* (4000, 9, 2022/10/25) */ The check was returned to our P.O. Box on Saturday. It was sent back out Monday to correct address