ComplaintsforWeathersafe Restoration, Inc.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contracted with Weather Safe following the spring storm 2022. Our project manager came to our home with a folder of information which we went over and signed with the company for the hail repair which included a full roof and siding of our home. To choose the color of shingles for our roof, the project manager gave us shingle samples. We placed shingle samples up to a flyer, which the flyer was our ONLY source to choose a color of siding from. The project manager did not have any chip samples of siding, he did not say that the color would differ from the flyer, he did not offer us any other options to choose siding from. We trusted that the color of siding we chose on the flyer was what we would receive. Fast forward to January 2023 was when they could begin the siding project. At no time did the project manager open a box of siding with my husband or myself, we did not verify that the siding was up to our satisfaction. The crew began to place the siding on our home. We did not see the siding until the two sides of our home were sided, when we questioned the siding color, our project manager had the crew stop immediately until we could verify the siding. It was found that the siding placed on our home was the ***** Sage we had circled, however the variation from the flyer to the actual siding is unmistakable. They do not look at all alike. We had a meeting with the president of the company, who at that time agreed, the color selected off the flyer, and the actual siding do not look alike. The president at that time lead us to believe that they were going to make this right somehow. However 90 days later when pressed about the issue, the president sent an email stating "you basically just pushed us off your side. We are not liable for your color selection." I agree with his statement, however we feel the company is liable for the fact that we only had a flyer to choose siding from, and we did not verify as home owners the siding being used, prior to its placement.

  

  Business response

  04/10/2023

  Dear April & ****,
  
  Thank you for taking the time to write to the BBB. We appreciate customer feedback and always desire to make our homeowners happy whenever possible. Unfortunately, this situation escalated very quickly when you started demanding that "we" make decisions about your siding color with deadlines set by yourself and then began threatening to file a complaint with the BBB in an effort to get your way. We were clear in our communication about how this process would take months because of things out of our control. We were also in direct communication with the Mastic siding rep to see what they had to say about your color dispute and had your best interests in mind. The fact that you simply blamed us for your color selection and couldn't wait for Mastic's response/decision is very unfortunate. At this point, we have completed your siding project and will be happy to move on from this experience.
  
  In regards to your policy change request: Weathersafe already has a system in place for color selections. We have what we call a "Color Meeting Checklist" (see attached). We have had over ****** customers during the life of our company. This is the first and only time a customer has ever had this sort of dispute with us. Therefore, we have a ******% success rate under our current system and we do not see the need to make any changes at this time. Customers can be very different when it comes to choosing their colors. i.e. We have had people take months, we have had people say to just put on whatever is closest to what they already have and everything in between... Regardless of how people choose, we always have them sign off on their color selections. Also, there is no rule, law or regulation that forces contractors to control how customers make their color selections for their home. What we will do is inform our entire sales team at our next company meeting of this situation so that they're all aware of this absolute worst case scenario.
  
  In regards to your free work request: I'm sorry but we cannot do this work for free. We have a contract signed by **** on 1/25/23 in the amount of $2,700 to have this work completed (see attached). This is our approximate cost. The sales rep is apparently friends with **** and he was trying to do him a favor. Please recall that in order to stop existing water intrusion and rot behind your siding our sales rep created a work order to install a frieze board where the Board & ****** met the siding being replaced because the board & ****** (which was not part of the scope of work) was not originally installed correctly. Also, the rep included the detach and reset of the vinyl stone siding to stop water from wreaking havoc on your home. This was all done as a courtesy (no charge!).
  
  Lastly, your request to have us "pay to have the remaining windows wrapped" is just not going to happen, I'm sorry. That additional work would retail at about $6,000. Therefore, the overall retail value of what you're asking us to do for free is approximately $****** when you include the $2,700 of work we did at our cost ($4,000 retail value). We will invoice you for all work completed to include the $2,700 retail contract and we will not be doing any additional work at your home unless it is craftsmanship warranty related. 
  
  Sincerely,
  
  *************************

  Customer response

  04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ******-

  your response oozed with ego. It actually made us laugh out loud. While not surprising, very disappointing. 
  the silver lining is this complaint will eventually be made public, and those researching your company will see your ego has gotten in the way of doing what is right. 
  we hope that you are never that 1/10000 statistic where the situation is not in your favor, we also hope that if you ever are a statistic that the company you are working with will set their ego aside to make a very simple policy change to assure this does not happen again. 
  for future potential customers: do not choose your color off a brochure, weathersafe is fully aware of the color differences from print to actual materials but does not care if you are unhappy with the product on your home. They will do nothing to make it right, and even though this is a known weak point in their process, ego has taken over and they refuse to make a change to show us that their is no accountability! 
  

  the last point wed like to comment on is the statement you made about getting our way. Let us remind you, we paid for a service that was not completed as expected, you sound as though you are a parent really trying to teach us a ******* which is not your job. You had a simple job, shingle and side our home. We will forever be amazed at how something so simple youve made so complicated. But thank you, we will forever laugh about the egotistic president of weathersafe and will always have a joke about the time we choose sage green, but our house turned out tan! 
  
  Regards,
  
  *************************

  

  Business response

  04/20/2023

  Dear April,

  Attached are photos of your siding. The color of siding installed on your home is sage not tan. Any color will look differently in different lighting. We have many customers who chose this color in the past and as far as I know they are very happy with it. We have never had a dispute like this for any color of any product ever. This is not about anyone's ego. Myself and our leadership team met and discussed this situation at length and determined that there is simply no need to change our color selection process. We made our decision as a company. Thank you for your time and thank you for your business.

  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. ↩