ComplaintsforEvergreen Home Exteriors

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  11/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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

  11/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Singed a contract in March this year Still no start if the project Called to cancel and we were told we would have to pay ten percent of the contract plus admin costs There was nothing in the contract stating this

  

  Business response

  07/26/2023

  Hi, 

   

  we have no problem allowing you to break your agreement. If you wish to cancel your project all you need to do is tell your project manager and she will send you the details on any charges that *** be applied. Thank you.

  
  

  
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are seeking resolution on the following items.Receipt showing the cost of the replacement shower head and valve and trim kit system. Receipt showing the cost of the replacement shower door. Both show as a $0 change within BuilderTrend (BT) but we want cost of actual material installed. Copy of the Delta shower head warranty. Documentation where scope of project changed. Details below.Our original Contract shower system is the Raindance s 240 Round head round trim w/handshower DUAL PUSHBUTTON Round Thermostatic Shower Valve. This project was sold to us as a two independent line water system. Prior to project start we were informed wed need to chose an alternate shower head to comply with the state regulations. On 3/17/23 I asked ***************** to provide a selection that would work with our existing project. A single option was uploaded to BT. The replacement pieces are the Delta ***** Hand Shower and Hansgrohe 15743 Valve/ Trim. The Hansgrohe would function as a two independent line system. One button is non functioning due to the fact that it was not installed as agreed. We were not made aware nor did we agree to change the system from a two line to one line. Or having a trim kit installed that would not function fully. We discovered the issue at project completion where we were informed that even though the valve and trim kit with two independent water lines were installed they would not function. Evergreen sub-contracted a plumber who installed the two independent lines as the per the original Contract. On 6/14 ******* notified us that the second water line was capped. We tried to reach an amicable resolution. ******* was to discuss with the owner, *******************. *** emailed offered to warranty repair the current leaking shower head but offered no other resolution. He told us to pay our final invoice so the warranty would go into effect. Since then we have attempted to communicate via phone, text, and email. All communication from Evergreen has ceased.

  

  Business response

  06/24/2023

  We have contacted you and have come to a solution. Your project manager has ordered all needed materials and we will make sure your project is completed as agreed. Thank you. 

  Customer response

  06/29/2023

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

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 28, 2021 I contracted with Evergreen Home Exteriors to tear down and rebuild my deck. I put down $ ****** as a fifty percent down payment in order to secure a scheduled work start in ten weeks (July 7, 2021) Evergreen did not schedule a start date but told the salesman to tell me they wanted an additional $5,000. He said it had to do with the price of materials. I said no, I want to cancel, send back my money. Another individual identifying himself as a project manager at the company told me it wasn't materials at all, just that the job was under bid. I said no, I want to cancel send back my money. There was no response to my requests. Subsequent to telling them I wanted to cancel, materials were delivered to my house anyway. I allowed the work to begin. The job started Aug 4th and was issued a stop work order by the county on Aug 6th because Evergreen had failed to secure a permit. Their plan was to build a 550 sq. ft. second attached deck WITHOUT A PERMIT. During demolition of the existing deck, support structure was pulled off which damaged the house. The front wall sagged creating cracks in walls, bending the frame of the sliding door (which the contractor refused and failed to replace). When the contractor was called to immediately shore up the building, they jacked it up and caused separation of an interior wall from the ceiling. After many more delays and miscommunications, including refusing to disclose to me complete justification of expenses on a $10,763 change order, the deck was finally completed on Dec. 17, 2021. This contractor charged over $10,000 extra without justification that I requested and then refused to replace the sliding glass door or participate in arbitration to resolve the over pricing and the $2,077 to replace the sliding glass door. It was a nerve wracking experience. I am 83 years old woman and I feel they abused the fact of my age to gain an unfair economic advantage.

  

  Business response

  07/26/2022

  
  
  
  
  
  
  
  
  
  
  
  To whom it may concern, 
  Mrs. Baileys assertions are not correct. There were six separate inspections as well as a final inspection by Kitsap county. We passed them all. In addition to that we replaced her drywall inside her home even though it was pretty clear the damage was not from any of the work we performed. In addition to that, we offered to replace her sliding glass door at no charge, which she declined and asked that we send her a check for $500 instead. In an attempt to make her happy we sent the check. She stated that she would consider the matter closed once she received the check. Apparently she changed her mind. However we have gone above and beyond what we reasonably should have been expected to do in this case as it is very clear that we did not damage her home (the 6 inspections are evidence of this). We now consider the project closed. If she has any evidence to the contrary I would urge her to send that to us right away. 
  
  
  Thank you. 
  
  
  

  Customer response

  07/27/2022

   
  Complaint: 17562842
  
  I am rejecting this response because:The Kitsap county inspector reported that Evergreen is as at fault for allowing the house to sag (this report is in the official record. The drop of the front of the house resulted in the walls cracking. The sliding door popped open and would no longer close. The house was jacked up. Either the sagging or the jacking resulted in the door frame being bent.  ************** Company verified that the door was not repairable and would have to be replaced. The $500.00 was sent as repaireven though they had been told it was not repairable.
    As to the offer of a new door, it came with the demand that I remove the review that I placed on the Home Advisor website. *************** also sent a text to me threatening that I could be sued for leaving a bad review.

   I have texts and letters and notes to substantiate my position. It is my position the Evergreen has dealt unethically. My statements are accurate. 
  Sincerely,
  
  ***********************

  

  Business response

  08/02/2022

  If there was damage it would not have passed the 6 inspection points. Clearly, None of this is true. We have gone way beyond our duty on this. There is absolutely no way it would have passed the inspection points with any of this being true. Your sliding glass door was discontinued 30 years ago for starters. We offered to completely replace it at no cost and you declined because you wanted cash. So we gave you cash. Now you want more. We have gone above and beyond for you. As the county inspector told you everything is done correctly and the permit has been issued. If you have any doubt about the deck being built correctly please call the county inspector. Thank you

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract and made payment to Evergreen Home Exteriors on June 15, 2021 in the amount of $28,296.67. The full cost of the project was estimated at $46,327.79, leaving us to owe them $18,031.12 upon completion of the project. The project was for a front deck replacement, driveway replacement, retaining wall/pad replacement and deck extension. The scope of the project I would say is pretty small. I would like to file a complaint against this company because we are 9 months into this project and it is still not completed. At the time of signing our contract, the Sales Person told us that it would ***********-8 weeks to get the materials and then 2 weeks to complete the project. After multiple times of contacting Evergreen Home Exteriors to get an update on scheduling (7/27/21, 8/13/21, 8/23/21, 09/07/21,10/01/21) supplies were finally delivered on 11/16/21 and work on the project started late November. The driveway has been poured with less than desirable craftsmanship and damage to the existing asphalt. The front deck was completed also with less than desirable craftsmanship. The retaining wall and pad were also constructed but the retaining wall has since been demoed because it was not done correctly and the attached pad also needs to be redone because of poor craftsmanship. We have had a dumpster in our driveway for 5 months, tools and materials left out all over the place (they did eventually come 'clean up' the area after requested), at one point we had water coming into our house because areas were left exposed. Many details of the work that have been 'completed' are unacceptable and I would not be surprised to learn that warranty from the manufacturer TimberTech would be declined because it was not installed correctly. We have been very patient with this company through Covid, Supply Chain Issues and a concrete strike. We just want to get this project done and put our relationship with this company behind us.

  

  Business response

  03/20/2022

  Hi ****. 
  

  While the supply chain issues have been a problem. The complication with your project has been with the concrete. I had assumed your project manager had made you aware that the concrete unions have been on strike off and on for several months now. As well as several other unions which have caused delays with the supply of concrete. I apologize if this was not made clear to you. Please reach out to me directly so that we can resolve this. We are happy to refund your money to you or come up with an acceptable resolution. We are in no way attempting to delay your project without cause, and will do whatever we can to make you happy. Please call me directly at ************ or email me at *******************************  I will also be reaching out to you myself this coming Monday.

   

   

  Thank you!

   

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

  Customer response

  05/16/2022

   
  Complaint: 16912397
  
  I am rejecting this response because: Id like to reopen this complaint against Evergreen Home Exteriors and reject *** Jordans previous response, based on a refund not being offered and that they have yet to complete our project. We signed our contract with them on June 11th, 2021 (so almost a year), at which point they said our project would ***********-8 weeks to get supplies and then 2 weeks to complete the project. ******************* indicated that the delays were do to concrete strikes; however, based on the agreed timeline when we signed our contract, the strike was not in effect and since filing this complaint, the strike has been resolved and yet our project remains not completed. Evergreen Home Exteriors has been in communication; however, they continue to reschedule and delay completion, conveniently scheduling pour dates for days with inclement weather and stating they are unable to get a concrete delivery because this is a small project. This has happened numerous times. I also have on record, one of their employees, stating they quit because of wage fraud. Evergreen Home Exteriors will not commit to a final completion date, they are in breach of our contract and this project continues to drag on. 
  
  
  Sincerely,
  
  *******************

  

  Business response

  06/01/2022

  To whom it may concern, We have already poured the concrete. There is absolutely no wage complaint against our company. Concrete workers And companies have been severely held up by the strikes and supply shortages this year. We apologize for the delays but as we have previously stated we do not have control over when we are able to get concrete.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 09, 2021 I signed a contract with Evergreen Home Exteriors to replace my roof, new siding, new deck & railings. October 6, 2021, I changed the railings from wood to metal. I spoke with *** *******, the sales rep at Evergreen, and he gave me a credit of $1,843.40 for the wood railings & charged me an extra $10,314.72 for the metal railings. . At that time, I was informed by *****, the "Project Manager", that the decking could not be installed and that I would be receiving a credit of $2,550.00 + tax. Both ***** & *** assured me that I would receive a full refund, as it wasn't possible to install the decking. Fast forward to today, after many requests for the decking credit, the manager, Jim, removed my credit for the railings in the amount of $1,873.40 & credited me $2,550.00 for the decking. He believes that this is accurately reflects my credit, but it does not. $2,550.00 less 3%, does not equal $1,873.40 Evergreen owes me a credit of $1,873.40 for railings, plus $2,550.00 (+ tax) for decking. I've overpaid them by $318.75 (+), but they believe I owe them $1,574.91. Consequently, their threatening me to file a lien against my home.

  

  Business response

  12/10/2021

  Hi ********, 

   

  thank you for getting back to *** on this matter. It sounds like we have worked it out and are getting everything taken care of. Please let me know if there is anything else needed. You can reach me through your Buildertrend account are call me anytime. Thank you

  Customer response

  12/10/2021

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

*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. ↩