ComplaintsforResistance Exteriors LLC

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Resistance Exteriors LLC to install vinyl siding, shutters, new gutters, soffit, and fascia on my house. The project was delayed waiting on shutters due to negligence of the salesperson who came out to my home. The project finally started in *une 2023 and was finished very poorly with gaping holes, terrible finish work, and in breach of contract by not protecting my landscaping. The sent a different crew out on a later date to redo the areas of concern and still no lower shutters, but its still not to industry standards or my satisfaction. Finally 3 months after the original instate the owner personally installed the lower shutters and sent my invoice. I pointed out that the shutters were installed incorrectly and that there are still areas of concern and he will not respond to my email or address the concerns, but has informed me my payment is past due. I had another contractor come out and look at the project- he says the * channels Im concerned about should be tucked under in a proper install as Im requesting or at a bare minimum be caulked and sealed on the top (I want pictures of this) and that the folded under pieces of trim on the four corners of the house should have had color matched screws and pointed out that one isnt even secured with a screw, just caulk and not acceptable. The one upper shutter is broken and needs replaced. And the lower shutters need 2 additional fasteners to prevent bowing and the holes from the previous shutters filled.

  Business response

  10/03/2023

  When the client hired us to install her new siding (December 20, 2023), she was made aware that the siding she selected would not be available for several months due to manufacturing delays and the inclement weather in the winter to install vinyl siding.  In addition, it took the client 3 months to select the style of shutters she would like to have installed on her home because her pre-existing shutters are no longer available in the size she wants.  She was made aware of this at the time she hired us.  We followed up with her several times regarding her shutter selection as this was delaying production.  She would tell us "I will let you know soon, still getting options." and again when we follow up she would tell us she was heading out of town and would let us know soon.  We were unable to order the shutters due to the client not selecting any.  March 30th we finally were able to get approval on shutters from the client.  The shutters she selected were custom shutters which have a long lead time.  She was made aware of that and was very unhappy.  Unfortunately we are not a shutter manufacturing company and can not produce them for her but intend to install them as soon as they are available.
  
  Once all the materials were available for her project, we began production in *une.  Ideally if we had a shutter selecting months earlier this project could have been in production much sooner.  We understand how frustrating it is to wait on materials and did our best keeping open lines of communication with the client to provide her with any updates as we received them.
  
  Our contract states that we do our best to protect all landscaping and we truly strive to.  We also provide our clients a "what to expect" document regarding production.  Asking them to either remove anything they do not want accidentally damaged or to let us know if there is a particular tree or plant that at all cost we do our best to protect and refrain from damage.  Unfortunately, our client has not ever mentioned any damage to her landscaping to us.  We've had open lines of communication and she not once mentioned a problem.  We go above and beyond to provide the best customer experience we can and have often times replaced plants for homeowners if there is any accidental damage.
  
  After the project was completed, she did address some concern with us.  We met with the homeowner and her father and created a punch list of things she noticed and would like addressed.  This is something standard we do with all our clients to ensure the best level of customer service.  Some of the items on her list included poor caulking around windows, touch up paint on the outside corner of gutters, caulking 4 *-channels where outside corners meet soffit and fascia (this is not something we normally do because this is vinyl and vinyl contracts and expands and sealing could create the product to buckle), re-installing new flashing along her siding where the masonry meets the vinyl siding because she was not happy that it was not level (unfortunately her masonry is deteriorating and we did make her aware of that and she did not want to fix that.  We suggested putting flashing over the open void to prevent water getting behind the brick if she was not going to repair her masonry).  We took care of all the items on her punch list with the same crew who did the installation.  We never sent multiple crews out to work on her home.  At this point everything was completed and installed except for the lower-level shutters which were due to come in soon.  Her father was impressed and was very apologetic regarding her behavior and told us he would talk to his daughter. 
  
  Client was made aware that we are still waiting on the lower-level shutters and once the shutters arrived, we communicated with her schedule a date for the final install of the lower-level shutters.  We installed them on the date we set with the homeowner.  Once completed we tried to talk to her about it as it appeared she was home but she did not answer the door.  We called her to update her and she provided us with another list of concerns she has stating another contractor told her things are installed wrong.  We've spoken to her about some of these concerns in the past and explained to her why things are installed the way they are and that they are indeed installed correctly.  She kept emailing us pictures of homes she found on ****** insisting her home should look like theirs.  The photos she showed us are images of homes that are not the same ************ design of her home.  New siding will not change the shape/structure or "bones" of the home.
  
  The homeowner keeps asking us to re-do the * channels after we've already explained to her why they need to be installed the way they are.  Due to the gables on her home not having soffit lines, the *-channel must be run flush to the fascia.  The *-channels we installed do run flush with the fascia and into the outside corner posts because they are the receiver for the cut siding.  This is the proper way to install the siding on this specific area of her home on a vinyl siding system.  The way she is describing to us is another way but, it cannot be installed on her home due to the structure of her home.  Every home is unique and must be installed properly.  We have discussed this with her in great lengths to no satisfaction.  At this point the project is complete and contract full-filled.  She has been invoiced and currently her invoice is past due.
  
  Some of the items in her complaint to the BBB are new news to us and never have been discussed with us.  We will follow up with our client to try to resolve and outstanding issues.  At the end of the day we want our client to be happy and satisfied with our work.

  Customer response

  10/04/2023

  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.
  

  There was no offer made in the response I received through the BBB. *** never responded to my email sent at 10:50 on 9/8, sent me an invoice at 12:00 on 9/8 and ignored another email regarding bowed shutters on 9/13. The response I received was full of lies and accepted no responsibility for the poor workmanship and extended time from of 3 months and counting. He is now emailing me insisting on talking on the phone or meeting in person, refusing to email despite me previously telling him communication needed to be documented. He is also telling me I must pay in full by the end of the week or I will be charged late fees- my project isn't complete and my contract states remainder of payment isn't due until completion. 
  
  Regards,
  
  *************************

   

  Business response

  10/26/2023

  No offer was made in the response client made to the BBB because we were already in contact with the client directly, and the length of the project has already been explained and documented mostly due to waiting on client for shutter selection and lack of communication. This second BBB response is actually made one day after we spoke on the phone.  We already were communicating with the client and left voicemails, and emails attempting to connect with client.  The day we re-returned out to address concerns is the day which client stated she would not pay us and she was going to have a third-party contractor out to do an inspection. We agreed that because she didnt think our work was done correctly that having another professional inspect it would be great as we stand behind our work.  We also received an email from our supplier that she had called the local branch and told them she didnt think our work was done correctly and she was having someone out to inspect it (which confirms the conversation we had directly with client on 09/08.)

  
  We did receive a reply back by email trying to discuss her concerns with her and her email just stated that Email works best for me. Thanks.  Not being able to have a conversation back and forth so we can ask questions and understand what her concerns are is difficult for both parties.  In order for us to fix anything that *** need to be fixed we needed information so we could understand what was wrong or perhaps was there something our client was misunderstanding and we could provide information to give peace of mind that proper installation was done.

  
  We understanding that email *** work best for some individuals but when we have questions that we cant ask or receive a response to it makes it difficult to understand what our client is specifically talking about.  There are a lot of details and being able to have dialog back and forth either in person on by phone would have greatly sped the process up so both parties can communicate and understand and address any questions or concerns they *** have.

  
  Regarding the shutter that bowed a bit, yes, that can happen to vinyl shutters and is a quick fix and we are happy to make an adjustment to the shutter to prevent that from happening again  (Which we did do after we were able to speak with our client). 
  After giving her a fair amount of time to have a 3rd party inspect the work and not hearing anything from client we started to follow up again to find out what was going on and why she had not paid as the project has been complete for quite sometime.

  
  10/04 Emailed client
  10/05 Called Client and left voicemail
  10/09 Called client and left voicemail
  10/09 Client called office-  Appointment was scheduled to make an adjustment to shutter and address any other concerns she *** have.  A partial payment was made towards the past due invoice on this date as well. Appointment was scheduled for 10/18 and reminder email was sent to client with date and time to confirm appointment.
  10/18 Met client, discussed concerns, made adjustment to shutter, and addressed a few other items.  Client was happy and we are happy to have satisfied our client.
  10/23 Client made final payment on outstanding invoice
  
  Once we were able to have a conversation with our client on 10/09 we were able to identify her concerns and schedule a time to meet her to discuss her concerns so she can physically show us what she is talking about when we are present at the home.  We are pleased that all has been resolved,and our client is now happy.
  
  
  

  
  

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