Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We've signed a contract with Cobalt to perform work at our home. We paid a $16,000 deposit at signing. The work was scheduled to begin near the end of April.What happened? We were patient and waited, yet no one has contacted us. We've called all of the phone numbers we know and left messages with receptionists and voicemail, we've texted, we've IM'd on their website. Clearly we've been ghosted. Why? We don't have a clue because there has been zero communication! Yes, we are super frustrated and coming very close to litigation. If we can't get this project started in the next 2 weeks, we'd like a refund so that we can hire a more responsible company.
Business response
06/28/2024
Our team is aware of this issue and apologizes for the unsatisfactory customer service.
This project was started on 6/25/2024 and the customer has been credited $2,000 for scheduling delays.
We strive to provide the absolute best experience for our clients and apologize for any frustration and stress incurred regarding this project.
- The Cobalt Team
Customer response
06/30/2024
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
09/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
- On June 25, 2022, we contracted with Cobalt Exteriors to replace our wooden roof deck with Trex/TimberTech composite. - We provided a deposit of $3400, (on a ~ $10k total job) which was promptly cashed by Cobalt Exteriors on June 30, 2022.- We were told on July 1st by Kevin at Cobalt Exteriors that our job would start on July 19th 2022 and take about a week to complete - On July 19th 2022, noone from Cobalt Exteriors arrived to start the job. Numerous phone calls to the business went unanswered. We were finally told by Kevin that something had gone wrong with the scheduling and he would need a few hours to come up with a plan and 'make it right'. This is the last contact we ever received from Kevin (owner of the business).- For the next approximately 2 weeks, numerous phone calls and texts to the business and the business owners went unanswered (there is an outside messaging service that the business phone number goes to, whom we left countless messages with but since they don't actually work for Cobalt they were powerless to help us get through). The company had essentially gone dark on us.- on July 26, 2022, out of the blue, we received a call from ****** at Cobalt Exteriors, who refused to answer any questions about why the company didn't answer any of our communications and acted like nothing was wrong. When we expressed our displeasure with the service, he hung up on us. This is the last contact we received from Cobalt Exteriors.- It is now September 9, 2022. The only communication we have had with Cobalt Exteriors since July 19th has been one phone call where we were hung up on by the business. They have been holding our $3400 deposit since June 30, 2022, with no work done and virtually non-existent communication.- We would like a full refund from Cobalt Exteriors ASAP as given their non-communication and business practices we no longer wish to contract any work to them.Business response
04/09/2024
To Whom it May ****************** team is aware of this claim and we are working diligently toward an amicable resolution.
Initial Complaint
11/30/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 25th, ***** and myself signed a deck replacement contract and he took a $5000 deposit check, which was promptly cashed. He claimed work would begin after the permit was granted over the summer. He submitted the permit, but the city replied with questions for him on June 25th. He has not responded to the city's permit questions as of November 30th (5 months), and he has not responded to multiple phone calls or emails from me seeking an update on the project, and most recently seeking a refund of the deposit so I can go find a new contractor. His phone number now directs to a call center, so there is no direct communication with him.Customer response
12/07/2021
I filed complaint ********, and have now successfully reached a resolution with the contractor. He provided me with a full refund and we are moving on our separate ways.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.