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:03/03/2025

  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.

  I contracted with Evergreen Home Exteriors to have solar installed on my house on August 28, 2024. They happily took my deposit of $18,354.65 and I haven't heard from them since.I have written them through BuilderTrend. I have called and only been able to leave ***********'s been over 6 months.From what I've been told, they no longer do solar so this feels like theft at this point.All I want is my $18,354.65 and I will go find a solar company that can actually do something.

  

  Business Response

  Date: 03/10/2025

  Hi ****. This is ***, the owner. I apologize for the delay. It looks like your refund was approved in the middle of January and was sent out to you on January 21st. I do not see any messages from you on your ************ account since January 6. With the refund sent out, we did not know there was a problem. I have checked the account and your check did not clear. I am having it canceled and another one sent out to you right away. Again I am very sorry for the delay if you have any further questions, please call me directly or message me directly on your Buildertrend account.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23014496
  
  I am rejecting this response because: 

  I have not received any check that may have been sent out in January.  Until I engaged the BBB, my multiple requests for any communication about this issue were completely ignored. Maybe this is all innocent mishaps but my trust level is low.

  I would like to have an actual refund for the entire amount of my deposit before I accept this as resolved. 

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/27/2025

  Hello Mr.*****,

  
  

  The refund was sent out in January. I had not heard back from you. After I saw this complaint, I checked the account and the check had not cleared, so we canceled the check and issuedyou a new refund check. We are sorry for any inconvenience this may have caused.

  Can you please confirm on your Buildertrend account or call me directly to verify you have now received the check? Thank you! Again, sorry for any inconvenience. 

  Customer Answer

  Date: 04/08/2025

  Hello.  I am following up on complaint #********
  As far as I know, the company I submitted a complaint about, Evergreen, has not replied to the last message.  They definitely have not refunded my money. 
  They have over $18,000 of my money that I am paying interest on.
  
  I'd like to know what is happening on your end, please.
  
  Thank you.
  **** *****
  

  
  

  Customer Answer

  Date: 04/10/2025

  After waiting for 7 months, I have now received a refund check for the deposit I gave Evergreen.  The check has now cleared and my business with them is now complete.

• Initial Complaint

  Date:02/24/2025

  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.

  Evergreen Home 1- Failed to meet building code and manufacture warrantee as documented by City Inspector and ****** Siding installation requirements with incorrect flashing installation around windows and horizontal trim pieces. 2 - Continued water leak into house, kitchen floor around slider door have not been resolved after multiple attempts.We have visible mold and water damage.

  

  Business Response

  Date: 03/10/2025

  Hi ****, 
  

  We were out last week and have been able to come up with a way to resolve the flashing issue that the custom window trim of your house, requires. Your project manager will be in touch today or tomorrow to go over everything. Regarding the deck, we did not install that, but we are happy to help figure that issue out as well and your project manager will be going over that option with you as well! Have a great day and we will talk to you very soon. 

  Customer Answer

  Date: 03/11/2025

   
  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.

   

  ******** at Evergreen is engaged and attempting to  correct the water leak and flashing with the windows and siding. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/05/2024

  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.

  February 28th I made the huge mistake of signing a contract to have siding and then windows and a front door replaced by Evergreen Home Exteriors. The workers seemed to know what they were doing, but spoke minimal English and worked late into the night using head lamps. The siding looks good. The window crew also spoke little English and took out all the windows and doors on the coldest day possible only to find that they had measured wrong and needed to add lining that I was asked to pay extra for.. They also didn't realize that they didn't have the new front door to install. When they left there were nail holes through the new white siding and the lining wasn't painted, they failed to reinstall the blinds and also broke a number of the plastic pieces needed to put the blinds back up. My doorbell no longer worked and my outdoor lights and Ring system no longer functioned. They sent an electrician who got the Ring and lights back on, but they had cut the doorbell wires off to short and then just tried to hide it by s******* it back in ************* took 7 months to get a working doorbell installed - they had to buy a wireless one as it would cost to much to rewire my doorbell. Around this time my husband noticed that the garage wall was leaking and the drywall was wet. We removed the drywall and insulation to find a small leak in our water pipe. We called a plumber out who was able to remove the damaged pipe and ****** in a new one. He pointed out that there were three nail holes in the pipe from the nail gun used to install the siding. I contacted our project manage who sent someone out to look. They said it happens a lot and that the company would pay the plumbing bill and send out a crew to fix the damages. Now they have decided that I reported the leak to late and they aren't responsible. I want the damage fixed and to be reimbursed 10% of the cost of this freaking nightmare. $4250.00

  

  Business Response

  Date: 01/14/2025

  Hi,

  I am sorry you did not have a good experience! We do our best for every customer but it seems we fell short this time. The invoice for the plumbing has been paid now. Even if the feedback is hard to hear sometimes it helps us get better. So thank you for your feedback and I believe the issue has been resolved now. If I am not correct please reach out directly.

   

  Thank you, 

  *** Jordan 

• Initial Complaint

  Date:11/01/2024

  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.

  Evergreen Home Exteriors will not respond to our requests to resolve the issues with the deck project at ************************************************************ which was started on June 24th, 2024. They have stated that they have completed the deck and should be paid, and we believe the project is not completed.

  

  Business Response

  Date: 11/12/2024

  Hi,

  
  

  To my knowledge, this has been resolved. I went out there myself and went through the project with ********. We made a small punch-list. I sent someone out the following day who posted pictures on your ************ customer account of all the requested work completed and even some that was not on the contract. If theres anything else, please reach out to me on your builder account and update me on what that is.

  
  

  Thank you, we are always glad to hear from our customers

  
  *** Jordan 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22503347
  
  I am rejecting this response because: While Evergreen Home Exteriors has now replied to our emails after many attempts to contact them, we still have issues that are not resolved. The punch list was not completed and new issues were created during the repair of the punch list items. We have sent those issues to Builder Trend and are in contact with Evergreeen Home Exteriors to see if we can resolve those issues.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 12/02/2024

  Hi ** ********, 

   

      Your project managar was out last week to go over everything with your wife.They came to a resolution and the scedule has been updated.  Please let him know if you have any other questions. If you have additional concerns you can always text or call me directly. 

   

  Thank you, 

• Initial Complaint

  Date:10/04/2024

  Type:Order 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.

  BBB will not allow me the space to state all the many, many, many problems that we have experienced with Evergreen Home Exteriors in the past five months since we hired them to replace our roof and install solar panels. Suffice to say, 2 1/2 months after the job was supposedly completed, we STILL are NOT generating electricity! After months of indifference by the company and headache on our part, we have just discovered that Evergreen FAILED to file the proper paperwork with Seattle City Light...This MUST BE FIXED! In addition to spending $45,079.05 on installation, we are also losing money EVERY DAY this system is not operating. To date, that is already hundreds of dollars.We would LOVE to share more information about the incompetence of this company. Please ask and we will provide specifics.

  

  Business Response

  Date: 10/07/2024

  Hi ** *******, 

  Thank you for your feedback. Your project is complete. It has passed inspection. We are working with the city to obtain permission to operate. That process is ongoing and up to date in your customer portal. If you have any further questions please reach out to your assigned project manager right away. Just in case youre not able to see the progress or log in on your customer portal I will have your Project Manager contact you right away. 
  Thanks again. 

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22378769
  
  I am rejecting this response because:
  

  We are still not generating electricity. It is rather smug of Evergreen to say Your project is complete. It has passed inspection. We are working with the city to obtain permission to operate. The **** of the matter is MONTHS AGO Evergreen Home Exteriors FAILED to file the proper paperwork with Seattle City Light (This information was provided to me by SEATTLE CITY LIGHT).  
  

  
  
  So, to recap, we are still not generating electricity. And this is almost three months after Evergreen home exteriors claimed that we were! Because of this latest mistake by Evergreen Home Exteriors, we are out hundreds of dollars. And to remind you, this is only the tip of the iceberg. This is only the latest of many, many problems that we have faced with Evergreen (See PDF). 
  
  
  After months of dealing with the constant lies from Evergreen Home Exteriors (see attached PDF for details), this latest problem will not be tolerated.  Evergreen needs to make this right. Claiming that theyve done their job is not enough, because clearly they havent.  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 10/12/2024

  Hi ***,

  We are not claiming that the permission to operate is granted. It is a process and we are working through it with ****************** until it is complete. Your project manager is working with them. I see that he has been communicating on your customer portal. If you dont have access can you let him know? I willl also have him reach out to you again on Monday.

  Thank you.

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22378769
  
  I am rejecting this response because:
  
  yes, the project is complete But you should have been reaching out to City light city Light months ago. Because of your inaction, we are out hundreds of dollars, not to mention the months and months of you claiming that you are going to do something then you fail to do it and then I must come back and point out that you had failed to do something. You never fix a problem on your own. I have spent many hours over the past five months trying to get you to do your job. I am tired. Im tired of terrible treatment that I have received from your company. And still, you wont make it right.
  

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

  

  Business Response

  Date: 11/06/2024

  Im happy to provide a clear overview of the post-installation process for solar panel systems to help everyone better understand the steps involved from installation to obtaining permission to operate. This guide outlines the required steps in **************** and highlights Evergreen Home Exteriors commitment to ensuring a smooth experience for our customers. References are included for further reading.
  
  1. Installation Completion
  
  Evergreen Home Exteriors completed the installation of your solar panel system, ensuring that all components met Seattle City Lights (SCL) technical standards and safety requirements. This initial step set the stage for the next phases of inspection and approval.
  
  2. Electrical Inspection
  
            Inspection Process: We scheduled and passed the electrical inspection with the ********************************** & Inspections (SDCI), confirming that the installation complied with local codes and safety standards. Once the inspection was approved, Evergreen Home Exteriors promptly sent the necessary approval information to ***, completing our role in this part of the process.
  
  3. Interconnection Application Submission
  
            Application and Next Steps: After submitting the inspection approval to SCL, an interconnection agreement was issued to the customer. Its important to note that signing this agreement is a step that must be completed by the customer. In this case, there was a brief delay in signing, but once it was completed on October 18, 2024, the process moved forward smoothly.
  
  

  FROM THIS POINT ON, THE HOMEOWNER AND THE CITY HANDLE THE SCHEDULING OF THE REMAINING REQUIREMENTS. THOSE ARE AS FOLLOWS.

   

  4. Interconnection Agreement
  
            Signing and Returning: The interconnection agreement formalizes the terms for connecting your system to the grid. We understand that life can get busy, and sometimes steps like this take a little extra time. Once the agreement was signed, *** could continue with the next steps.
  
  5. Meter Installation
  
            SCLs Role: SCL then schedules the installation of a bi-directional meter directly with the home owner,, which records both the electricity consumed from the grid and any excess energy your system exports. This step is essential for tracking energy usage and generation, and it is managed entirely by SCL.
  
  6. System Activation
  
            Permission to Operate (PTO): After the  meter installation and SCLs final review, formal permission to operate (PTO) was granted, allowing the solar panel system to be activated and start generating and exporting electricity.
  
  Final Notes:
  
  Evergreen Home Exteriors is committed to completing all installations and inspection processes on time and ensuring all necessary documents were provided to SCL. The customers timely action in signing the interconnection agreement was the final step needed to keep the process moving seamlessly. We are always here to support and guide our customers through each phase, ensuring the process is as smooth as possible.

   

  
  References for Further Reading:
  
            ************ Light Adopts New Standard for Solar Panel Inverters
            SCL Application Portal
  
  Thank you, 

   

  We are happy to answer any further questions. 
  
  
  
  
  
  

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22378769
  
  I am rejecting this response because:
  
  

  No, no, no.  The biggest problem (of many) is Evergreen Home Exteriors CLAIMED to be finished with the job on July 16, but FAILED to file the proper application for interconnection.  THIS MISTAKE was only discovered TWO MONTHS LATER, after my electricity bill arrived. At that point, ************ Light explained that Evergreen Home Exteriors FAILED to file the proper application!  It then took another month to get the application accepted, mostly because of Evergreen Home Exteriors slow response time   Every attempt by Seattle city light to contact Evergreen home exteriors was met with no response until I pushed the issue through. In the end, everything is working, but we are still out hundreds of dollars of generated electricity over the summer months.

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

• Initial Complaint

  Date:09/12/2024

  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.

  We entered into an agreement to install solar panels for our home with Evergreen Exteriors following the Tacoma Home Show in February. We were very clear with the salesperson we did not want to have them installed until a new roof was installed on the building where the panels would to be mounted. We stated that a new roof would be installed in June. We signed the agreement to take advantage of the incentives. When the roof was on the building and the project manager was notified, they applied for permits in late-July. In late August an Electrician came to our Home and stated the panels we agreed to purchase were discontinued and that we would need additional panels plus additional roof space for the different model of panel. On September 5th our Sales *** prepared a new agreement with different panels to be installed / 4 additional panels on the North side of our building increasing the cost from $24,300.00 to $29,700.00. We stated that with the increased cost we could not afford the new proposal and would not sign the new agreement. The project manager invoiced us 15%, nearly $4,000.00 for cancelling the project. I met with the Project Manager. I stated we were fine going forward with the signed agreement with the ****** Panels for the agreed upon amount but since they could not perform the agreement for the agreed upon terms, we did not want to enter into a new agreement for the increased cost because of them not being able to source the panels that were discontinued. I stated we should not be charged a cancellation fee of 15% for a project they could not perform as in the agreement. The owner Mr. *** ****** declined the request stating, it is very clear in the contract regarding cancellation fees. We do not agree with his position and how his company is not taking responsibility for the change in conditions that is now being passed onto us to either accept a new higher cost agreement or pay a 15% cancellation fee for an agreement they cannot perform.

  

  Business Response

  Date: 09/18/2024

  Hi *****, 

  We are more than happy to work on a resolution with you. During the time we were waiting for you to install your roof the original panels we were planning for your roof were discontinued however there are plenty of other options. If you could reach out to your project manager, Im sure there will be no problem coming to a resolution. I know he has been trying to reach out to you for the last several months to complete your project and we are ready to get that done for you. I will go ahead and have him reach out to you this week as well. Thank you and we hope to hear from you soon! Have a great day! 

  Customer Answer

  Date: 09/24/2024

  Dear ****** *., 
    
  Thank you for your services with the BBB. I am writing regarding our case #******** with Evergreen Siding and Windows. Unfortunately, the response from the companies written responses with the BBB do not match the actions of resolving our complaint of non-performance charging us for a cancelation of a contract to install Solar Panels they stated are discontinued. Evergreen Siding and Windows has now added another cancellation charge for an electrical service panel, increasing their cancellation charges to $4,277.06.  They have not responded with any other offer to mediate with us for an amicable resolution other than the increased amount invoiced on their Builders Trend Website 09/17/24. They have requested immediate payment. We disagree with the charge and would like to request ******************** provided by the Better Business Bureau. 
    
  It has been very stressful for us working with this company and we do not see a situation that will change our working relationship. I feel that an independent arbitration process may be our best path forward.   
    
  Sincerely, 
    
  ***** and ***** Drennen 
  

  
  

   

  

  Business Response

  Date: 10/21/2024

  Dear *****,
  
  
  I hope this message finds you well.
  I wanted to follow up and let you know that our project manager has made several attempts to reach you in order to resolve the situation. As you know, the solar industry is evolving rapidly. Due to the delay of over a year while we awaited the completion of your roof, we were unable to proceed with the project. Of course, this delay was outside of our control, but we remain committed to assisting you. With this being the case, of course arbitration wont be of benefit to either perty, so we respectfully decline.  
  Our team has sourced a suitable replacement panel, and we would love to discuss the next steps with you. Please reach out to our project manager at your earliest convenience so we can move forward.

  We look forward to hearing from you soon and getting your project back on track.
  
  
  Best regards,
  *** Jordan 

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22279722
  
  Dear Mr. ************ have no record of your company reaching out to contact us i.e. phone calls, emails or attempts to schedule a meeting to perform on the contract or find a solution. We sought arbitration services from the Better Business Bureau because of your companys non-performance through no fault of our own. We entered into contract with Evergreen Home Exterior following the Home Show to lock in incentives as presented by your Sales Representative. We signed our contract February 28th, 2024, making it very clear we would not be ready for panels to be installed on our shop roof until June, 4 months after signing.  We provided access to staff to perform preparation work. I informed your company that the side of the building where the panels could be installed was completed at the end of June and your project manager rescheduled it to July 22nd as install date. Permits filed July 19th to PSE, Building Permit August 22. Your statement that there was a roof delay of one year is not true.
  On August 26th your electrician stated the panels you proposed were discontinued and we would need to go to Square one starting with our Sales Representative.  We contacted our Sales Representative who confirmed your company could not perform the contract unless we upgraded with an additional 6 panels. We received a new proposal from your company with an increase in price of nearly $5,000.00. I responded in an email to the Sales Representative stating we could not go forward with the increased cost of the new proposal.  
  September 12th we were billed $4,277.00 as cancellation charges. I met with our Project Manager on September 12th to explain that we simply could not afford to go forward with the new proposal. He stated multiple times he could not perform the original contract. He presented to you our request to cancel the charges for cancellation as we never cancelled the original contract.  I then received a phone call from him stating that the cancellation charges were clear in the contract and would remain.
  Your company has placed us in this position, showing little remorse for its lack of performance and it is only now that you claim to have an option to make good on the original agreement you stated you could not perform. You canceled the Building Permit 10/23/24, negating your statement of a new option to perform canceling our project. Business is earned and your company has failed to earn our future trust to perform, treating us a valued customer and making no effort to contact us in a meaningful way to retain our business.
  
  
  Sincerely,
  
  ***** and ***** *******

  

  Business Response

  Date: 10/29/2024

  Hi *****,

  
  

  Your project manager has reached out several times in the past few weeks.
  We have found suitable replacement panels and we are happy to install them for you. We did not have any issue waiting for you to install your roof,  we certainly understand that things can take a little longer than you expect sometimes. We are happy that we were able to successfully find you replacement panels! At this point since we have such a win-win solution, we would respectfully decline an arbitration offer, but look forward to hearing from you So that we can successfully resolve the situation. We hope to hear from you soon, thank you!

• Initial Complaint

  Date:07/19/2024

  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.

  This company resurfaced our dock on the lake and rebuilt a floating dock. The craftmanship of the work was great. However, the floating dock was installed and it keeps floating away. This has caused damage to our boat lip which will cost be over $1000 to get repaired. It has caused damage to our jetski float since it was positioned to close to it and it has rubbed a hole in it which put water in it and its sinking. I will also need to buy additional supplies to build and secure the float. I spent over a year trying to get the company to come out. They rescheduled 5 times, they finally came out and they positioned it too far from the boat lift so we could use the boat lift. We secured the boat to the float dock and it disconnected from the chains due to the weight from the boat and I almost lost the boat, the ramp and the float dock. I had to call multiple neighbors to get into the water and disconnect the boat and tie multiple ropes to the float dock. I just want the float dock secured where the previous dock was. I have asked the company multiple times to come fix it and they ignore my calls. This was a $60,000 project and they received there money and dont care.

  

  Business Response

  Date: 07/30/2024

  Hi,
  

      We definitely care. We resurfaced your existing dock. The issue you are having is separate from our scope of work. However, we have communicated that to you and we have sourced a specialist to help with your issue. We have made arrangements to meet that person out at your dock this week. I believe your project manager said that you would be there but call right away if you need any details  
  

  Even if its beyond our agreed upon work we are always willing to go the extra mile for our customers! 
  

  Thank you, 

   

  ********;

  Customer Answer

  Date: 08/08/2024

  This issue for case ******** has not been resolved. 
  
  Evergeen Home exterior is stating fixing this issue is out of scope of their work. Evergreen replaced my existing dock and put it back in the same position. They secured it and the supplies they secured it with, BROKE and then caused additional damage. They are now never during the construction of the project determined we needed additional equipment to secure the dock. They removed the old one and should have secured it so it would not move based on water rising and waves. I have tried at least a dozen times to request assistance. This project cost me $60,000 and all I want is for the dock to not break away and stay where it was before they disconnected it. They are require me to spend an additional $7200 to fix the issue.
  
  Please help not let this company take advantage of us as a consumer.
  

  
  

• Initial Complaint

  Date:12/18/2023

  Type:Order 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.

  We hired Evergreen Home Exteriors to replace our roof and install solar panels at the end of September 2023. When filling out our contract, we told the sales **** ***** we wanted black shingles to go with the overall update we wanted to conduct on the house. We signed (digital, computer signatures) where he instructed us to, until one point during the contract negotiation the sales rep filled in my signature. He apologized and told me just to skip to his signature and sign for him. I thought that was odd, but he said "oh its just for your building supplies", which we had already confirmed we would have black shingles. We sign our loan documents, and the sales rep discovers that I'm a U.S. veteran and "Oh! We offer a military discount. I normally ask, but totally forgot." So, to make up for missing this discount, **** offers to cut us a $6,000 check. We find that reasonable and move on.They began the project promptly, finding mold across our roof plywood, we agree to have them change our entire roof's plywood, and we accept that incurred charge. They finish the roof in about 3 days, and as I pull in the driveway after work, I see nothing other than BROWN shingles on our roof. We contact ***** he admits he remembers us saying "black" shingles, he doesn't know why he input brown. He contacts his project manager, ***** to discuss remedies for this. We ultimately want the roof we requested, but that would cost the company 20+k to redo. They offer us 2k off our loan, and a deal on siding and windows. We don't accept the reduction in loan, and to this day, we have not heard an offer from them regarding the deal on siding and windows. The roofers put holes in our ceiling, which we assume came from the plywood change. We contact **** to get those repaired. He schedules workers to come out only after weeks of calling- scheduled for 12/17, they never showed or called. The solar panels are now costing 3k more due to their oversight of our main meter, which they had photos of.

  

  Business Response

  Date: 12/19/2023

  We are happy to discount your siding and windows. Unfortunately, there can occasionally be additional electrical work required to permit your electrical system to keep you and your family safe. We work hard to get projects completed as fast as possible but 3 months is about standard. We can be reached directly on your customer service portal 24 hours a day if you have any additional questions. We look forward to hearing from you. 
  Thank you 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21023840
  
  I am rejecting this response because: the company fails to address the negligence of the sales man (who is no longer at the company), the oversight on their electrical inspectors who signed off on our main meter model, and our electrical box (both could have easily been added to the original quote, it isn't until after we're almost done with the project that they add more upgrades), and the overall indolent approach to ensure customer satisfaction.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/08/2024

  Hi *******,

  
  

  I am looking at your account and I do not see any electrical change orders. The only change order that I see is for the roof sheeting which the sales rep would not have had a way to know. It was rotten and until the roofing was removed. Please just call your Dedicated project manager, or you are also able to address any issues directly on your personalized Buildertrend account. We will make sure everything one of your questions is answered right away. 

  
  

  Thank you so much for reaching out!

• Initial Complaint

  Date:11/09/2023

  Type:Sales and Advertising 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 early May *********************** from Evergreen Home Exteriors came to my house to bid on a deck project. The demolition was already completed. He took measurements and photos of the space and **** a diagram of the design. From this he was able to create a supply list and give me a bid. He quoted me $60k for the project but I had to sign the contract and give him 60% down right then or the price would go up by thousands of dollars. I needed a deck, so I signed. Three weeks later I found out my husband was facing a layoff from his work. The last time he was laid off from this company he was out for 2 years. I was out of work as well recovering from cancer surgery. I was in severe constant pain and did not know when or even if I was going to be able to return to work. I called the company to cancel my contract. There was a force majeure clause so I cited that when I requested cancellation and refund of my deposit. No work had been done on the deck. No supplies had yet been ordered, and there was no start date scheduled. I found out later that Evergreen had made a CAD drawing of the deck, which was redundant because they already had a diagram and the supply list. I couldnt get anyone to talk with me at Evergreen despite numerous attempts. Finally, a project manager got a hold of me and said that the company owner ******************* refused to refund my deposit. He said too many people try to get out of contracts, and he didnt believe me and was going to make an example out of me. He gave me two choices: let them keep $12k--20% of the total project cost and they would cancel my contract, or they would just keep the whole down payment until I was able to get together the rest of the money, then they would build my deck. The next time I went on the website to try to contact someone I discovered they had cancelled the project. Evergreen won't return my messages and they are still holding on to $35,759.32 that they did nothing to earn and that I could really use right now.

  

  Business Response

  Date: 11/09/2023

  Hi *******,

  
  

  I am the owner. I dont ever recall speaking with you. I would certainly never threaten to make an example of anybody. I am very sorry that you had an issue like this, and did not get this resolved by your project manager. I will definitely get your refund processed and it will be mailed to you early next week. Again, we wish you the best and Im sorry that this was missed. 

  Customer Answer

  Date: 11/13/2023

   
  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,
  
  *****************************

  Customer Answer

  Date: 11/30/2023

  As we discussed on the phone, I would like to reopen my complaint against Evergreen Home Exteriors. The owner, ******************* sent me a refund ********** $7000, which he paid himself for a CAD drawing and "administrative fees," neither of which were charges that were agreed upon in the contract. This is exactly what I stated he threatened to do and which he flatly denied in the complaint response. And as I also said before, he was the one who cancelled the project, not me. 
  
  I requested to cancel the project based on health reasons and financial hardship that I believed would be indefinate. Based on clauses in the contract I should have been allowed to cancel without penalty. Instead, the project managers from the company told me my choices were to either let the company keep 20% of the total cost of the bid or let them keep the 60% down payment until I could afford to pay the rest and then the construction would begin. They refused to let me speak with them about these options, refused to let me speak with the owner, and told me to stop calling them. No one replied to my written requests on their website either. I never agreed to either of these options, and only discovered weeks later that Evergreen cancelled the project. They added a CAD drawing to the website which was not part of the original bid and was redundant because they already had a schematic drawing of the space and had created the list of supplies to order based on this schematic. In the three weeks from the time Evergreen came to my home for the free bid, to the time I requested a cancellation no work was done and no supplies were ordered. The only things Evergreen did for us were a free bid and an unnecessary CAD drawing. They did not earn over $7000 of my money. They are taking advantage of people undergoing hardship and as, they told me they would, trying to make an example of us to others to not cancel on a contract.
  
  This has been going on for months now and has exacerbated an already horribly situation. We just want out deposit back.
  

  
  

  

  Business Response

  Date: 11/30/2023

  Hi,

  
  

  Everything was clear Refund paperwork. We would be happy to explain in detail any further questions you may have. Please call at any time Monday through Friday from 7 AM to 3 PM. The number is ************. 
  Thank you

• Initial Complaint

  Date:11/01/2023

  Type:Order 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 contracted with Evergreen to provide a kitchen in my home. The contract was signed and completed on 4/30 of this year. Initial money was paid up front to secure the contract.It has now been over 6 months, and this company STILL won't get in contact with me on a date. Instead, In the last day, I have been sent a second bill for 'extra' costs, with no explanation. I still have NO date on when the kitchen will be built.I have had 3 'project managers' in charge of the project (read, people who don't communicate at all with me). I would simply like all money returned, since: - it has been over 6 months - i have no date for the project - i have no communication from evergreen, except the latest new bill, with no explanation - the bill was sent with a due date of SAME DAY

  

  Business Response

  Date: 11/02/2023

  The invoice was for the materials that you had requested us to order, I apologize if that was not clear. I spoke with your project manager and he stated that he has spokesmen with you and the situation has been handled. If there are any further issues you are always able to message any of us directly on your customer portal, 24 hours a day. Thank you and we will be moving quickly now that the materials are ready to go.