Complaints
This profile includes complaints for Expert Exteriors, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
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Initial Complaint
Date:08/22/2024
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.
I originally paid $6,275 for a new roof. I was contacted after the roof was completed to pay an additional $440. The company was lacking transparency in explaining or showing why I had to pay another $440. My request for pictures to see the old wood was denied by ****. I left feedback on ****** and I was shocked by the owners response. He made false claims about leaving a dumpster in my driveway for 3 days so I could inspect the old wood (which was a lie) and the owner also stated that they showed me pictures which was also false. The response from the owner containing deliberately incorrect information to protect his reputation is really what has me concerned at this point. Why would you think that you can go back to a customer demanding more money without any proof of the additional work being done? I had no problem paying extra money if you showed me what the extra money was being used to cover.
Business Response
Date: 09/10/2024
Prior to the quote being signed there were conversations with **** and ****************** about possible termite or ********* ant damage, at that time I informed ****************** to contact an exterminator to see the extent of the damage and informed him that we would probably not be able to help with this problem. He informed me that there is no bug problem with the roof, and it is just bad wood. At this time, I added pricing on the bottom of the quote for replacing sheets of roof decking on a per sheet basis, half the house and the whole house. We agreed that the per sheet basis would fit best in ********************** budget. On June 19th the roof project started, and the ridge vent was completed on June 21st. On June 20th a text message was sent to ****************** letting him know that we replaced 8 sheets of plywood, and he asked for 30 days to pay the extra cost of $440.00, we agreed with no hesitation. On July 22nd we text to see if ****************** was able to pay the remaining $440.00, at this time he had about half so we elected to wait an addition 2 weeks for him to have it all at one time. On July 6th ****************** left a 5-star review on our website. On Aug 5th when **** meet with ****************** to collect the final payment, he brought a ladder with so they could go onto the roof. ****************** was not comfortable going onto the roof, so **** went up alone and jumped up and down on the roof to show that the roof was strong and showed pictures of the new wood installed. At this time ****************** said he was comfortable with the situation and paid the balance.
I may have made a mistake by not taking pictures of the damaged wood, but both parties knew that there was bad wood on the house prior to a quote being signed, prices were given prior to the quote being signed, the number of sheets replaced was given within 24 hours, payment terms were extended to help ****************** pay the extra charges, pictures of new wood were shown.
I have included screen shots of text messages, the entire quote, pictures of the replaced wood, and pictures of the dips in the roof that were taken prior to the quote being signed, and a screen shot of the original review. ****************** did not question anything or leave a bad review until after we collected the additional $440.00 for the wood replacement.
I would be happy to refund the $440.00 to ****************** in exchange for the removal of the negative review on *******Customer Answer
Date: 09/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***********************
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