Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Initial Complaint
Date:11/06/2024
Type: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.
In late July we contracted Cobalt Exteriors work on our home. We chose to hire them to completely redo our siding, our gutters, to paint the *****, and to build us a new front porch using timber tech products. The grand total for the contract was $45,287.I paid the initial $17,324 deposit for work, and Cobalt went totally radio silent on me for two weeks. I had to call in an ask when work would start. Work did not actually start on my home until late August/early September. Cobalt was contracted to remove my old porch. The owner, Kevin, advised that it might be a couple weeks before his carpenters could get the porch in and we might be without front door access for a couple weeks. We were fine with that, believing we would have a new porch in mid-September. After the siding and gutters were done, I paid the next invoice, $24,541, with the belief that the painting and porch would be done next. As of November 6th, 2024, I have only heard from Kevin once, after calling him approximately a dozen times and sending multiple emails. $41,865 of the total $45,287. had been payed, and approximately $10,000 worth of work has yet to be done. Kevin and Cobalt have completely ghosted us after taking our money and lying to us about when work would be completed.
Business Response
Date: 12/23/2024
*******,
We are truly sorry for the delay in getting to your Deck Project.
After all accounting was completed, and after finishing the siding of your home, replacement of the plywood, installation of new gutters and downspouts; the remaining depoist was $4121.32.
This money has been returned to you in-full as of 12/23/24.
Merry Christmas ~
Customer Answer
Date: 12/23/2024
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
Date:08/27/2024
Type: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.
On May 7, 2024 we signed a contract with Cobalt Exteriors to install new windows, siding and replace our porch at our home. We paid a $25,600 deposit at signing. The work was scheduled to begin June 17, 2024 as the windows were to arrive on 6/13. I didnt hear from them when I text on 6/16 to see what time they would be showing up the next day. No one showed up and there was no communication about why. I text 6/18 and emailed the office manager. The office manager did respond but I heard nothing from the person in charge. I text again on 6/24 and finally got a conversation and reasons that the project didnt get started. We were patient and waited, yet no one has contacted us despite texts every week or so for all of July. At the end of July, I wrote a letter of complaint to the company about the lack of communication and still heard nothing back as of 8/22/24. I have contacted everyone that we can and left messages. I feel we have been ghosted. We are very frustrated and coming very close to talking with a lawyer to find out what we can do. At this point I want proof that the windows were purchased, or we'd like a refund so that we can hire a more responsible company. If the windows have been purchased, I want an actual start date. Even then my trust in the company is very shaken.Business Response
Date: 10/15/2024
We are really sorry to disappoint you with our Production delay.
At your request, we have mutually agreed to cancel your contract. We have also agreed to fully return your deposit to you.
We apologize for any stress this may have caused.
Sincerely,
Cobalt Exteriors Inc.
Customer Answer
Date: 10/22/2024
Complaint: 22204240
I am rejecting this response because: I still have not received my Deposit back. It was agreed well over 4 weeks ago that we would get the money back and in that time I have not had any communication on when we would be getting the Deposit back. When I have received the money I will consider the complaint closed and will indicate that to the BBB. Until then we are looking at our options with legal avenues due to this taking far longer than it should have to get the money back.
Sincerely,
******* ******Business Response
Date: 11/05/2024
Please let us know a good time for Kevin, the owner to give you a call personally *******, to find a solid conclusion to this so that we can all move on and forward.
Customer Answer
Date: 11/05/2024
Complaint: 22204240
I am rejecting this response because: Kevin has my number and can call or text me at anytime to resolve this. I just want my money back. And until that happens I will not close this complaint. I have text him numerous times since the start of the complaint but communication has been nonexistent from him.
Sincerely,
******* ******Business Response
Date: 02/13/2025
*******,
You Are correct, I have been overrun and my communication has been substandard. I will reach out to you tomorrow and we will work out the details to satisfy your issue.
Thank You,
Kevin
Customer Answer
Date: 02/18/2025
Complaint: 22204240
I am rejecting this response because:Kevin,
While you did contact me as you stated, the balance of money owed to me is still outstanding. For this reason, I reject the response via the BBB as I do not wish to close the complaint.
My response to your text:
You said I wish I could write you one large check and satisfy what I owe you. But unfortunately, I will be unable to do so. Please accept that next week I will begin the process of sending you checks to rectify this situation.
I would prefer one large check for the amount due. If you cannot do that, I would like to know the time frame for the return of the money. How much time and how many checks? This money came from a loan, as such I have been having to pay it and the interest back.
Please be better with communication. I expect a check by the 21st and information on how long you are going to take to pay it back.
Sincerely,
******* ******Initial Complaint
Date:05/31/2024
Type: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'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
Date: 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 Answer
Date: 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
Date:09/09/2022
Type: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.
- 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
Date: 04/09/2024
To Whom it May ****************** team is aware of this claim and we are working diligently toward an amicable resolution.
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