Neighbors had recommended ***** ***** from Legend Exterior to replace our damaged siding due to the May 2014 hail storm. We had minimal damage compared to many homeowners in our neighborhood so many contractors were too busy to complete the work. I spoke with ***** in September of 2014. He said that he would help us because many of my neighbors had used his services and did not want to turn away business. He said he would look into getting a sample of our siding from the warehouse. Following that conversation at my home, I had to follow with ***** approximately 3-4 weeks later to see if he was still interested in doing the work. On October 31, 2014, he met with my husband and took a piece of our siding to match at the warehouse. Again, he did not follow-up. I called at the end of November. ***** finally replied in December and said he had been on vacation. I asked for a sample of the siding. After that conversation, he dropped a sample booklet at our home without our knowledge - again, no communication. I found the booklet when I went to get packages that had been delivered to our front door. Within a few days of finding the sample booklet, I called Scott and left a message telling him what siding we would like and asked him to call me back. Again, he did not respond. I left a message for ***** on January 20,2015, when I noticed that the piece of siding he removed had not been replaced and was disappointed in the lack of communication. We wanted the piece of siding to be replaced, and I would return his sample booklet when he replace our siding. He returned my phone call and left a message saying that he had broken the piece of siding he took and that he would replace it at no cost to us. He said I could call him back or text him with a response. I sent him a text on January 20,1015, stating that we wanted the siding replaced at no cost with a match to our siding and that I would return the sample booklet to him when he came to fix the siding. I asked to him to contact me with a time a date. As of January 29, 2015, ***** ***** has not responded. On or around January 22, 2015, I contacted the main number for Legend and left a message for *** **** (CEO) to please call me. Again, as of today, January 29, 2015, no on has contacted me. The lack of communication and extremely poor customer service is truly a disappointment. ***** did not originally tell us he broke the siding until we asked him to return it, and his, as well as *** ****'s lack of communication, has led to a very frustrating customer service experience.
Legend Exteriors needs to replace the piece of siding that was broken by ***** ***** upon removal.
Contact Name and Title: *** ****
Contact Email: **************@gmail.com
I'm sorry for your frustration *******, I did not receive your message. This is our off season so sometimes a call may get lost in the shuffle as my secretary was out of town also.
I wish you would have tried calling again or better yet emailing me directly before filing a complaint as there is an email contact for me on both our website and the BBB website.
I looked in our records and do not show you as one of our customers. Do you have a contract with our company or did you give us any sort of payment? Or did ***** more or less do what he could to try and help locate it for you, couldn't find it and was just taking care of this replacement for you for free? And he just didn't communicate with you as good as he could have? I just want to make sure to get the facts straight. Let me talk with Scott and I will get back to you with how we can try and resolve this.
NOTE FROM THE BBB:
Please provide a copy of your contact or invoice for our review. That copy may be attached to your next response or may be faxed to XXX-XXX-XXXX.
Assistant Manager - Home Services
BBB-Chicago & Northern Illinois
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on your response to the BBB, it doesn't appear you fully understand the situation, so I'll do my best to explain it once again.
After the hail storm this summer (May 2014), your company replaced the roofs and siding for several of our neighbors. Based on their recommendation, I called ***** in September 2014. At that time, Scott came out and surveyed the damage. He told me that he would get back to me with an estimate and check the warehouse for the siding. After several attempts to contact *****, he finally got back to me on October 31st. At that time, ***** said he needed to see if the warehouse had a matching color, so asked if he could take a sample of our siding off our house so that he could take it to the warehouse. Based on the assumption that the siding would be replaced once the work was done, we agreed. On October 31, 2014, ***** took a piece of our siding.
After taking the siding, we did not hear back from *****. I started calling him near the end of November (a month later) and he finally replied in December. A few days after that, Scott dropped of a sample book with several pieces of sample siding on our doorstep of our front door without any notice or any note. He did not replace or return the siding he took from our house.
After receiving the sample book, I called ***** and left a message letting him know that one of the siding colors appeared to match. He did not respond.
At this point, we decided that we would find another contractor since it was nearly impossible to get ***** to respond, let alone do the work. Therefore, on January 20, 2015, I sent a message to Scott and asked him to return the piece of siding he had taken off our house nearly 3 months earlier. He responded to that message saying that he had broken the piece of siding. He told me, however, that he would replace it at no cost to us, which I asked him to do on January 20th. Once again, Scott did not respond. Given that ***** was not responding, I attempted to contact your main office to see if we could resolve the issue but did not receive a response there either.
So, to answer your questions, we don't have a contract with your company because ***** never even gave us a quote, let alone a contract to sign. He did, however, take a piece of siding from our house and failed to replace it. As we learned later, that piece of siding is now broken and can't simply be put back.
At this point, we don't want your company to fix the original damage from the hail storm. All we want is our piece of siding back and re-installed free of cost to us. We will hire another company to fix the other damage we contacted your company about in the first place.
Hopefully this is clear. Until the siding is replaced, we will pursue the complaint through the BBB.
Final Business Response
Sorry for your frustration, I will get it resolved for you. I heard from ***** about this and I just wanted to make sure you understand his side of the situation also. He told me that he was trying to help you as you were having trouble with getting it done elsewhere, it was more of a favor. He took a piece of your siding to try and find you a match, and after driving to multiple supply houses, he finally did. He left you the sample match information. The reason it broke when he removed it was because it was cold out so the siding was brittle. Same with the reason he hasn't replaced it for you yet, to avoid any additional damage. But please understand he did do this as a favor for you on his own time, not to make money. I just hope you can understand that. Regardless I will have him get it fixed for you as soon as it can be done. Please resolve the complaint once it is done. Thank you.