ComplaintsforAdvanced Exteriors, Inc.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This complaint is against Advanced Exteriors (AE), **** for defaulting mutually signed contract on July 14, 2023: as follows:1. AE agreed to provide GAF Class 4 Hickory color shingles at no extra cost, but did not deliver or install as promised,2. AE agreed to provide required photo evidence and paperwork for hail damages on my property to substantiate and supplement additional items to the insurance's final actual value (ACV) and for issuing payment to AE upon delivery of materials and completion of work. AE did not deliver materials nor completed the work itemized in the final claim as promised,3. AE agreed to 1-3 months date of service for completion, but did not delivered material nor completed the work agreed upon per contract. After the contract had lapsed on Oct 15, 2023, the ** proposed Oct 31-Nov 3 as new date for completion, but once again never came to fruition at which time I informed the ** I would seek another contractor. On Nov 4, I received an invoice for $8,820.38 due upon receipt, a 15% of the total claim proceeds and to put a lien on my house if I did not pay. I contacted the main office and asked to meet with the CEO/Owner to relate my experience and invoice but was denied by the Admin and told I was not a customer of the **** but of the ** and that ** and Mgmnt would meet to review the invoice and get back to me later. On Nov 8, I received an email from the ** reminding me they settled my claim with a $21K increase over the initial claim and had an open permit for my roof that no one else could open to install it, but regardless they would pursue with the cancellation invoice if I continued to cancel. The ** feels this $21K claim increase gives them power to impose unwarranted invoices, bullying with lien threats and to drag defaulted contract forever without accountability for providing materials and complete the work. This is to help others from falling prey to this business malpractice and to end it with the help of BBB.

  

  Business response

  11/27/2023

  It is widely known that there has been a record-breaking number of hailstorms in ******** and across the country in 2023. This has led to widespread material shortages throughout the roofing industry, particularly with impact-resistant shingles. The product and color selected by Customer is not available anywhere in ******** currently, and won't become available for approximately 2 months. Customer has been repeatedly made aware of this situation by ******** ******* increased ******************** claim valuation by over $21,000 and has sent a cancellation invoice to Customer, which must be paid as per the terms of the executed contract should Customer wish to cancel work rather than waiting for their selected roofing material or choosing an alternative material.

  Last correspondence from ******* to Customer did not receive a Reply:

  
  -----Original Message-----
  From: *************************************** <***************************************>
  Sent: Wednesday, November 8, 2023 6:10 PM
  To: eliasprado <**********************>
  Cc: ********************* <********************************>
  Subject: Follow up cancellation invoice
  
  *****,
  
  
  As a reminder, we settled your claim for $58,800 from a starting claim of $37,000. Thats an increase of 21K roughly.
  
  My office has put a lot of time and hours into your claim. We value the work we put into our claims and our customers.  With that being said you still havent really said why youre canceling with us.
  There isnt anyone that can get your GAF class 4  shingle sooner than us.
  
  We also have an open permit for your roof which means no one else can open a permit and do your roof install.  Unless you are going to have someone do your roof without pulling a permit.  ( I wouldnt recommend that.)
  
  But regardless,  if you want to continue to cancel we will pursue our cancellation invoice we sent you.
  
  Or,
  
  If you wish to move forward with our signed contract, as we agreed, we can schedule your roof as soon as your shingle is available.
  
  If you wish to change your shingle option to something we can get sooner I can help with that.
  
  Another reminder, the class 4 shingle  you selected is a free upgrade we are providing above and beyond what your insurance is paying for. As Ive stated in the past we can always get and install the class 3 shingle that is equivalent to what your insurance carrier is paying for.
  
  Thank You,
  [***************************************]       ***************************************
  Project Manager
  Cell: ************
  Office: ************
  Fax: ************
  
  

  Customer response

  11/29/2023

   
  Complaint: 20882029
  
  I am rejecting this response because:

  
  The widespread material shortage Advance Exteriors (AE) alleges in their complaint response is a fabrication of the facts and frankly desperate. Had AE ordered *** class 4 materials from the get-go and in a timely manner as other contractors in the area did back in the July 14, 2023, time when the contract was mutually signed this would be a moot point and my roof would have been completed with *** class 4 shingles as other contractors have done in the area.
  
  The facts are that 5 short-listed contractors I interviewed with for the roofing contract around July 2023 including AE none stated *** class 4 materials shortages concerns. In fact, the ** from AE offered to gladly match any competitive offers and to deliver materials to upgrade my roof to *** Class 4 shingles at no extra charge and proceeded to add in the contract. The ** also assured me that by virtue of being a top certified *** class 4 roofer AE did not foresee any problems getting access to the *** class 4 materials.
  Back on July 14, 2023, the ** from AE also boasted about AEs financial backing that no other competitor could match. In fact, the ** wrote in the contract that payment of the claim total actual value (ACV) would not be due until AE delivered the materials and completed the roof installation work. As a loyal consumer I have waited month after month after month and I have the proof. AE and ** never delivered nor installed a single *** class 4 shingle on my roof, and accordingly there is no outstanding payment due to AE today.
  
  After AE defaulted on our contract for which they had full control over for 3 months, and by their own making let it runout and squandered it, they want me as the consumer to forget those 3 contractual nightmarish months as though they never happened and to start anew, and wanted me to either switch to a class 3 shingles or wait another 2 months for the *** class 4 from AE?? Sorry but I am not obligated to continue with AE after this terrible experience. That contract is over and as I stated in the original AE complain I chose to seek another contractor since.
  
  This leaves us with the 15% cancellation fee AE is levying because they increased the value of the original insurance claim. For what? For canceling a defaulted, squandered contract that by its own choice let it lapse?? Sorry, but the $21,000 claim value increase was your contractual obligation to submit paperwork and photo evidence to substantiate and supplement actual damages my property sustained that were overlook by the insurance and to determine the final actual claim value (ACV). The same ACV the ** from AE wrote in the contract that it would be due for payment upon delivering all roof material and completion of all the work and for which we have full proof AE and ** never did.
  
  As stated before, I will continue to make this complaint public and to end this AE and ** illegal business malpractice with the help of BBB, the ******** *************************** and others.  
  

  Sincerely,
  
  *********************

  Customer response

  12/01/2023

  I want to also forward the harassment letter below with the invoice that if I dont pay it theyll put a lien on my house. Please advice. Thank you.

   

  Best Regards,

  *********************

   

  Sent from my iPhone

  
  Begin forwarded message:

  From: ***************** <*********************************>
  Date: December 1, 2023 at 7:28:16 AM MST
  To: ********************* <**********************>
  Cc: *************************** <**************************************>
  Subject: Past Due Invoice from Advanced Exteriors, Inc.
  Reply-To: ***************** <*********************************>

  Elias *****

   

  Your invoice is attached and a paper copy has been mailed for your records.  Please remit payment.

  Our records indicate your account is past due. Customer invoices auto-generate until final payment has been processed.  If you have already remitted final payment, thank you - you may disregard this communication.  We will email you a paid-in-full invoice once final payment has been received and processed.  

  If you have any questions or concerns regarding your invoice or project, please contact your Project Manager, or "reply all" to this email and we will ensure the appropriate parties are notified.

  Payment may be remitted to ******************************** ******, ** ***** via personal check, cashier's check, or money order, and may be mailed to our office or delivered in person during business hours.  Due to the nature of insurance-funded construction work, credit card payments are processed by a trusted third party, and do not apply to insurance proceeds. If you'd like additional information, please call our office.

  Thank you for your business; we appreciate it very much.

   

  Sincerely,

   

   

  *****************

  Customer Billing Coordinator

  Advanced Exteriors, Inc.

  Office: ************

  Fax: ************

  
  
  

  

  Business response

  12/14/2023

  Customer has breached contract and payment is past due. Company reserves the right to collect debt rightfully owed. A mechanic's lien is a standard protection afforded to contractors under the law against consumers who fail to pay their balance owed, it is not harassment. 

  Customer response

  12/14/2023

   
  Complaint: 20882029
  
  I reject this response from Advanced Exteriors for the following reasons:

  
  The contract I mutually signed when PM, *************************** from Advanced Exteriors on July 14, 2023, specifically wrote the following:
  1. Roofing Product GAF class 4 shingles
  2. Date of service, 1-3 months
  First, it was Advanced Exteriors who breached their own written contract on October 15, 2023, when it failed to deliver any materials and did not complete any roof work in the 1-3 months' time as per the contract written by PM *************************** on July 14, 2023.As the property owner, I waited patiently month after month after month without a single GAF Class 4 shingle installed on my roof. Subsequently, PM *************************** offered to either downgrade to class 3 shingles or wait another 2 months for GAF class 4 which I was not obligated to accept after they had breached the contract and told him that I would seek another contractor.
  Secondly, and regarding the past due invoice notice I received on 12/1/2023 and continue to receive amidst the response process with the Better Business Bureau reads as follows: (per section 9 of the executed contract, customer agrees to pay 15% of contracted price if customer cancels more than 3 business days after execution of contract, but prior to commencement of any work)
  I hereby reject this Invoice because I have never cancelled more than 3 business days after the execution of contract, but prior to commencement of any work. In fact, I waited patiently for the entire 3 months of the contract and more for the commencement and completion of all work by Advanced Exteriors, which never came to fruition. Therefore,this invoice in question is completely unwarranted and should be retracted and stopped immediately.
  
  Sincerely,
  
  *********************;

  Customer response

  12/15/2023

  FYI. Just received this ongoing invoice from Advanced Exteriors billing to keep you informed. Ill be on the lookout for another business response. Thank you for your continued support.

   

  Best Regards,

  *********************

  *************

  

  Business response

  12/18/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  *********************

  Customer response

  12/18/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. 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 arbitration is necessary.

  Sincerely,

  *********************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is a letter of complaint on Advance Exteriors, **** (www.AdvancedExteriors.com) here-in-after referred to as "the company". The company allegedly is held in high esteem by the BBB. I am not certain this is the case as we were told this by our sales rep ***** Paiement. We are extremely disappointed with the company thus far. The following represent some of the discrepancies we have endured thus far. July 13th, 2023 - We signed a contract July 28th 2023 - We received payment and approval from our insurance company, USAA ($22,465.67). On the same day ***** sent a copy via email of ****'s approval to the company as well as our project manager, *****. August 11th, 2023 - ***** again forwarded a copy of USSAs approval via email to ***** and stated at this time that if we did not hear from him by the following Tuesday, we would look for another roofing contractor. ***** responded immediately by saying he had responded to us previously, but indicated apparently his email did not go through. September 18th, 2023 - ***** texted ***** stating that we had the approval, and our job material was being built and he would be talking to us within the next week or so. He also stated the roofing department was 3 weeks out. October 6, 2023 - ***** again sent a text to ***** and ****, at the office. ***** responded only to *********, that our job was still processing. ***** called ***** and she expressed the following concerns: The house needs to be painted on 2 sides and the window for completing this is coming to an end soon, due to weather. ***** told *****, yes we usually paint after the roof is done, but it will be weeks before our shingles will arrive so we would be looking at November to complete the roof. This is the first we had heard of this and feel there was no communication between ***** and ourselves. I said my preference would be to wait until spring. He replied stating they could go ahead and paint the house before the roof is installed and it would be fine, as they could send out a team to fix any scuffs once the roof was completed. Installing a roof is stressful enough, and having to have teams come out twice to re-do work is not an option I want. ***** then told me it would be 6 weeks before they could get a permit from the ******************. I called the city offices and was told it would take ***** hours to get a roofing permit. I sent another text to ****, at the company and told him about the permit issue. He let me know that my file had been noted and he had notified his supervisor.We feel that ***** did not keep us updater on the timing of singles and he blatantly lied to ***** about the roofing permit. According to our contract there will be a 18% charge if we cancel at this stage of the game. ****, in the office has been very helpful, but I do not believe that we would be able to work with ***************** forward and would like to see if he could be replaced with another project manager.In all candor I suspect it may simply be this sales rep and not the company; however, given the theory of agency, it is the company that bears the burden of correcting this problem...to include responding to complaint. Sincerely, ***** and ***********************

  

  Business response

  10/24/2023

  Company has been able to overcome delays with ******************** carrier to generate approval of supplements and the additional scope of work identified as missing by the Project Manager (**) from the original insurance estimate. Some work (window screen replacement) has already been completed, and the roof replacement is scheduled for October 30th (in accordance with estimated dates of service as written on the contract by **).

  Company acknowledges Customer would prefer not to communicate with **, who has left multiple voicemails with Customer to address these concerns. Company can complete the project for Customer without further communication with the ** unless such communication is initiated by Customer.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My house was affected by a hail storm in early May 2023. I contacted insurance and Advanced Exteriors. I met with the ** assigned to me who promised to take care of the entire claim and stated they would guide me through the process. As of October 2023, they missed their deadline of June to August 2023, refuse to do any work or set a date, have not contacted insurance, and are refusing to now cancel the agreement. I contacted insurance in late September and they had never been contacted by Advanced Exteriors. They did not honor their repeat customers get priority guarantee and have blatantly lied to me for 6 months now. My hope is that other prospective customers do read this and understand that if it can happen to me that it can happen to them and that they should take their money elsewhere. To the owner of the company, *** I have been reaching out to your company for 6 months, and weekly now (mostly to the **) for 2 months now, my email and phone number are in the complaint. I would appreciate hearing from you. I'll even meet for a sit down so you can explain what I am missing and why you could not even put a roof on my house in 6 months. I think what most upsets me about this, how many people are you doing this too and why? Your website states: "At Advanced Exteriors we take pride in our efforts to offer our customers..." take some effort for this customer.

  

  Business response

  10/06/2023

  Hello Mr. ************,

  Thank you for reaching out to me. I apologize for the experience you have had with delays and the frustration this has caused you.

  I have reviewed your file and see that you were in touch with ******* at our office this week. We can ensure that your job is processed as a rush for scheduling, but are unsure if this is the resolution you now desire as your email expressed a desire to cancel.

  Our company submittal to your insurance carrier was sent on 07/28/2023 to obtain the necessary supplements for the correct scope of repair. We received your insurance carrier's revised estimate on 08/24/23, with thousands of additional dollars generated for your claim.

  We have obtained a building permit and built the material order for your roof. Due to the unprecedented number of hail claims this year, there have been material shortages across all roofing product manufacturers. The selection you made originally in your email to us on 08/14/2023 for Harvest Blend *********** is unavailable, with no lead times provided as of today. The alternative color I see in your file for Timberline HDZ Pewter Gray (confirmed 09/21/2023)  is now available at our distributer and ready for immediate order. 

  With your permission, I would like to proceed with scheduling your project to commence this month. We are ready and able to complete the work as contracted.

   

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5-18-2023 signed a contract with company to repair and replace screens, paint, roof and gutters. The repair 1-4 months. The company never discussed price because all the insurance money goes towards the roof and gutters. Roof was installed while we were not in town . According to neighbors the company team was walking in the gutters making it necessary to replace the gutters. The roofing team was witnessed installing roof in neighborhood without underlayment.Company not allowing time for financial process to complete payment before financial penalty. The company charging interest and threatening to turn over to lawyers. The company prices exceeded expectations. The company received ****** and are still waiting for ****** that the mortgage company still has waiting to approve the dispersement.

  Customer response

  09/26/2023

  I was contacted 9/26 by the contractor who said that the threatening collection notice were automatically generated. He assured me that I will not be turned over to there lawyers. I still dislike the way the company has treated me. I don't need to be threatened ever.

  

  Business response

  10/06/2023

  Company settled insurance claim supplements and completed work in June 2023. Company assisted Customer with mortgage company paperwork in June and again in July. The first customer invoice was sent in June, with Past Due invoices sent in August and again in September. The contract states that the balance owed is past due 30 days after invoicing. Remaining balance is still outstanding.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** ***** all the problems we have had with the roof installation and an improperly installed roof for cold weather, I felt it best to get a second opinion. I have attached that second opinion for your information. I was very disappointed to find out all the problems they came up with beyond the mismatched discoloration on the shingles, as well as what appears to be very damaged shingles installed on the barn with serious footwear and tears on that as well. By the way, they drove the shingles down to the barn with little fanfare and dropped them on the roof. Total Roofing's conclusion was that the shingles on the barn were damaged from being taken to several job sites and got beat up before they were even installed. It looks like all the shingles were hastily put together for an end of season install and the shingles put on the barn were worse than what was taken off for hail damage. Overall, a very poor installation and follow through on what you state in your website as "Your Mission": "Advanced Exteriors, Inc. transforms properties and restores communities by providing exceptional customer service and unparalleled products and warranties through our elite partnerships with industry leaders. We provide maximum value and peace of mind to our customers through honest and effective communication, integrity and the highest attention to safety and quality."Interestingly enough, here is what ********************************* our claims adjustor for USAA said regarding your roof install and how you lived up to your mission statement: "*****, you will need to share that information with **. Some of the things noted in that report are commonly found on newly installed roofs, things like foot faults, as that will happen when walking on the new shingles. As far as I'm concerned, Advanced Exteriors missed the **** with the cold weather install method and applying different color shingles/ridge cap on your roof." You failed your roof inspection today. Along with the shingles coming off and a lack of a proper cold weather installation being done amongst many other problems, we have two roofs that need to be completely replaced. What a waste of time and energy and grief for my family and me. I believe you chose to do my home with a Modis Operandi that leaves the customer behind and puts your profits first. My home took a lifetime of work to completely payoff, and I am sure you wouldn't have had your home roofed the way you did mine. It is fair to say you did not install the roofs properly, correctly or to code. Here is what I would like to happen from here. I would like the job to be done correctly and to know what efforts you will take to make things right? All the recommendations from the other roofing company, as far as repairs, need to be done to get us through the winter. I need someone from your company to make sure it gets done correctly and not just tell me what I want to hear, so you can get paid. I'll probably have it inspected by a third party again. I've lost confidence in your company to be truthful. All this talk about GAF taking the hit when you didn't do the job right is over the top. You should have rejected the shingles. Instead, you have proposed a solution of me jumping through the hoops to get this roof done through a shingle warranty. You should have had a ******* at the job site to see what was going on and make the call on installing or rejecting the shingles. Of course, not a single person spoke English or could make that call with the crew you sent out. At some level, I feel you circumvented fraud here, but I am still willing to work with you to get this fixed. You or **** can reach out to me with an honest and solid solution on what you are going to do to replace both these roofs and do the repairs needed and recommended in the attached report before Spring. Let's not let this escalate to the next level and get this resolved. Sincerely,*********************

  

  Business response

  12/23/2022

  Customer submitted this complaint to ******************** at the same time as emailing ******** ******* has already responded to Customer saying the scuffed shingles will be replaced as soon as weather allows. ******* will follow up with Customer next week for scheduling the repair.

  Customer response

  01/12/2023

  They did not resolve the case nor did the work that we asked of them.  
  
  18630706
  
  We submitted they get the work done and they did not.  They did not do a proper "cold weather installation" and or fix the issues a third-party review recommended.
  
  Attached is third party review and recommendations.  We are now seeking advice from our attorney.  This is not over.    
  
  *********************
  

  
  

  

  Business response

  01/17/2023

  Company is shocked and confused at this message from Customer. 

  Last week when the snow had melted Company did meet with Customer onsite and performed the requested repairs to scuffed shingles and flashing (a single piece of flashing in the gutter was the only debris that had to be removed). Customer agreed that the material dye lot issue was weathering to blend with surrounding shingles and Company was not responsible for replacing or hand-sealing remainder of ***************** agreed to register the extended manufacturer warranty upon receipt of payment and assist Customer with involving the manufacturer for remaining concerns.

  Company called for final inspection with the building department and the inspection was passed (permit closed out).

  Customer notified Company verbally and in the attached email string that payment was being mailed to Company for completed work. Receipt of payment is necessary to allow warranty coverage to begin. Lack of payment will result in the collections process beginning.

  Customer response

  01/25/2023

   
  Complaint: 18630706
  
  I am rejecting this response because:

  
  

  Complaint: 18630706

  
  

  I am rejecting this response because:  We did not accept the roof discoloration on the shingles!!  We did not get the work done we asked for, and that was recommended by a third party inspection from another roofing company.  We were told *** can take care of these roofing problems when they install the new roof.  The problem here is we live at an altitude of over **** feet and they did not do a cold weather installation properly and this has been noted by a third party review that we paid for, with no ax to grind.  We paid for an independent review.  Every time we turn around ** is lying about something else.  Ask yourself if you want to deal with needing to get a second roof done with a *** warranty that they filed on our behalf and we have heard nothing more on the *** warranty?  If we didn't need another roof, why the need to have *** inspect and get the roof shingles?  This whole thing has been a complete mess with the owner ************* and he is not being a responsible or honest roofing contractor.

  
  

  The shingles on our roof are still buckling and have not adhered to the roof.  We got this email on the *** warranty:  

  
  

  "Once the Warranty Claim is filed, *** collects information related to the claim, as well as a shingle sample (already collected), and photos of the shingles to review. They will send you an email with an offer letter once the evaluation is complete. Upon approval, *** sends you, the homeowner, a check for the labor portion of the claim as well as material vouchers for us to send to our supplier. 

  Unfortunately, sometimes things do not go exactly as planned with construction, but I assure you we will be taking all of the appropriate steps to make sure you are taken care of and are given the peace of mind of a beautiful and safe home."

  This has not gone well as our original complaint stated.  We have had a great deal of trouble getting this response posted back to the BBB as well.  

  
  

  Sincerely,

  
  

  *********************

  
  Sincerely,
  
  *********************

  

  Business response

  02/02/2023

  ******* performed repairs to the roof, which included replacing scuffed shingles. Roof passed final permit inspection with the building department. Customer mailed final payment to ******** ******* registered the extended System Plus Warranty with manufacturer GAF and emailed Customer registration details on 01/19/23. ******* remains willing to work with manufacturer as needed throughout the warranty claim process, but cannot make decisions or commitments on behalf of manufacturer. 

  Customer response

  02/08/2023

   
  Complaint: 18630706
  
  I am rejecting this response because:? We did not accept the roof discoloration on the shingles!!? We did not get the work done we asked for, and that was recommended by a third party inspection from another roofing company.? We were told GAF can take care of these roofing problems when they install the new roof.  The problem here is we live at an altitude of over **** feet and they did not do a cold weather installation properly and this has been noted by a third party review that we paid for, with no ax to grind.? We paid for an independent review.  Every time we turn around ************* is lying about something else.? Ask yourself if you want to deal with needing to get a second roof done with a GAF warranty right after Advanced Exteriors just installed a new roof?  They did a horrific job installing the roof and had to come out repeated times to fix the shingles that flew off in our first storm, amongst many other problems.  We are done with this roofing company.  Third party inspection report included.  

  
  Sincerely,
  
  *********************

  

  Business response

  02/14/2023

  As discussed with *********************************** over the phone today, the Customer's concern must be addressed with the shingle manufacturer GAF, not Company as the installer of his roofing materials. This has been explained to Customer at length on multiple occasions and additional discussion will not change the necessary course of action.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Advanced exterior was contracted to replace my roof. In the process, some personal properties inside my house were destroyed including breaking a functional antic light cover in my hallway, and items in my pantry. I then asked the company not to send anyone or come to my property when I am unavailable, but they disregarded my instructions and brought laders to my roof. Not sure what else was done today, but I had a difficult time opening my garage which had never happened before. The company not only disregarded and disrespected me, they also trespassed on my property after I specifically asked them via email not to be in my property when I am not there. Now, my Garage is having issues. The unprofessional way my person and property was treated with utter disregard and disrespect is reprimandable.

  

  Business response

  12/26/2022

  Company started and completed roof replacement for Customer on 12/12/22. Customer was not home during installation. Customer reported a broken hallway light that evening. Company responded by offering to replace the light and perform any necessary clean up inside the home. Customer was not available to schedule interior repair. Company ordered a replacement hallway light and has been attempting to schedule installation with Customer but has not received confirmation of when this repair can be completed. 

  Company emailed Customer on 12/15 to notify that a ladder was posted outside the home by Company Quality Control Coordinator for a roof inspection that day and was being left overnight for the ******************* permit inspection the following day. Customer replied to Company's email stating she did not want a ladder posted, but the email was not received by Company employee prior to leaving work for the day. Company did pick up the ladder the following day following the ******************* inspection, which passed.

  Customer also reported trouble with operating the garage door on 12/15. Company does not think this is related to roof installation but rather to cold temperatures. If a licensed garage door company inspects the garage door opener and associates it to damage from roof replacement Company is willing to discuss with them or send a garage door company subcontractor to inspect.

  No payment has been received from Customer to date. Company has been holding off on invoicing to attempt resolving Customer's concerns but needs a response on when Customer will be available for interior repairs to be performed.

   

  Customer response

  01/02/2023

   
  Complaint: 18596914
  
  I am rejecting this response because:
  
  The case is still pending at this time. The job has not be completed and my personal items damaged has not been replaced . No resolution has been reached. I was told that the roof was not properly done and that they will have to come back since the job did not pass inspection.
  *****************************
  
  

  
  

   

  Customer response

  01/17/2023

  Thanks for the response to my complaint #********. I have repeatedly asked for a copy of the roof inspection report, which I have yet to receive. I was told the job done on my roof did not entirely pass inspection and needs some correction, but no inspection or completion report has been provided, despite my repeated request for a copy of the inspection for the past two weeks. I understand that the correction will be completed on Monday, the 16th. I have asked advance exterior via the rep I have been communicating with recently, again, for a copy of the inspection report to be sent to me.

  

  Business response

  01/23/2023

  Customer was notified via email on 12/16 of passed inspection. Building department documentation was attached to that email and again to this message.

  Original message:

  Hello Faith
  
  Your final roof inspection for **** S. ***** St. has passed; the permit is now closed.  The permit can be taken down and kept for your records.  Attached is the proof of passing,from the respective building department. Someone with Advanced Exteriors will be by today to pick up the posted ladder.
  
  If you are home and available this afternoon when our field technician arrives, he is available to address the concerns inside the home for you. If you are unavailable today, please let us know what day(s)and time(s) would work best for you and we will be happy to accommodate.
  
  Thank you,  

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