Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We hired Royal Exterior back in the fall for windows and siding. Work began on 2/21/23 removing and installing the windows. This portion took approximately one week. At this time some windows are still missing screens and have caulk all over them. On 3/7 work began on the removal and replacement of the siding. The works do not show up until approximately 11AM if they show up at all. They take lunch around 1PM and most days they leave by 3:30PM. They have hit the water line in three spots (that my husband found) they covered an exterior outlet with Hardie Board (that my husband noticed) they damaged a gutter downspout, they have completely ruined my yard, they burnt a hole in one of my cushions while
  Eating lunch there and smoking (we are not smoker) . Also while installing the trim for the soffits it’s bent and looks awful. Here we are 7 weeks from the start of this project today and the job is still not done. Not to mention this is not our full time residence and we have had to travel back and forth and have spent well over $2000 on airline tickets to be here since we never knew when they would be here to finish the windows. I would like Compensation for all the damage that has been done to our home and for the extra travel expenses that we have incurred.

  Business Response

  Date: 04/18/2023

  We appreciate you bringing
  this to our attention! This is not the Royal experience we want our clients to
  have. We have reviewed everything and provided a response for all issues
  stated.
  
  Missing Screens – This
  review was sent prior to project completion. All screens were provided and
  installed during final punch out.

  
  Caulk all over windows –
  All caulking was cleaned during final punch out.

  
  Lack of consistent
  attendance of crew on site – We were informed by the client that there
  were days when the crew was inconsistent in their arrival and departure
  times – resulting in only partially worked days. This is absolutely not
  how Royal Exteriors does business, and once informed of the issue, a
  project completion timeline was discussed and agreed upon with client.
  This crew no longer works for Royal Exteriors.

  
  Hitting the water line –
  We do hate that the water line was hit while installing siding. This can
  happen if a water line is too close to the sheathing or does not have a
  proper guard bracket installed to protect it from puncture. We have to use
  nails of a certain length to meet code, and we can’t shorten them for fear
  of hitting a line. Also, code 305.6 Protection Against Physical Damage
  states, “In concealed locations where piping, other than cast-iron or
  galvanized steel, is installed through holes or notches in studs, joists,
  rafters or similar members less than 1.25 inches (32 mm) from the nearest
  edge of the member, the pipe shall be protected by steel shield plates.
  Such shield plates shall have a thickness of not less than 0.0575 inch
  (1.463 mm) (No. 16 gage). Such plates shall cover the area of the pipe
  where the member is notched or bored and shall extend not less than 2
  inches (51 mm) above sole plates and below top plates."We
  have safeguards in our contract to protect us from incurring costs of
  improperly ran or unprotected lines. That being said, Royal Exteriors took on
  the cost of the repair, regardless. (And did so prior to this complaint.)

  
  Covered exterior outlet
  – We are so surprised to hear this! We are always available by both phone
  and email Monday-Friday 8am-5pm. As you know, every project done by Royal
  Exteriors comes with a Workmanship Warranty. Please don’t ever hesitate to
  give us a call if you have any questions or issues. We stand behind our
  work 100% of the time.

  
  Damaged downspout – Yes,
  we hated that the crew dinged your downspout during the construction.
  Small mistakes add up. Of course, Royal Exteriors installed a new
  downspout free of charge.

  
  Yard – We definitely
  don’t like leaving any signs behind other than a beautifully remodeled
  façade. Unfortunately, during a complete exterior remodel, there will be
  some wear on the grass from all of the traffic, especially packing all of
  the weight of the materials. We just haven’t found a safe solution for
  covering grass in walkways in the outdoors. Anything put on the bare
  ground would just become a fall hazard. We are always open to suggestions,
  though!

  
  Burn Hole in Cushion –
  Yuck! We have rectified the issue with the crew. We do wish that this
  issue was brought to our attention sooner so that we could have taken care
  of it at that time. Royal’s Superintendent and the client spoke after this
  BBB complaint and the client stated that they are not worried about the
  cushion and that they knew when the situation occurred. The client had
  offered the crew lunch and set them up for lunch break on their furniture.
  Normally we do not make it a practice to take lunch breaks on client’s
  belongings. Final invoice was deducted to allow for purchase of a
  replacement cushion.

  
  Bent Soffit Trim – the
  bent soffit trim was completed during final punch out.

  
  Extended Timeline on
  project – We pride ourselves of high quality and efficient work. The
  project received delays for multiple reasons. The only delay on Royal’s
  behalf was the timeliness of the crew on site. Once this issue was brought
  to our attention, we discussed the finish out timeline for the project and
  the client agreed to the timeline. Additional circumstances that lead to
  an extended timeline were as follows: wood rot change order, additional
  soffit/fascia work change order requested by client, and the client hiring
  the siding crew (outside of the Royal Exteriors contract) to do repairs to
  the deck during the project as well as the paint crew to paint additional
  items on the home.
  
  Royal Exteriors takes pride
  in the quality of our products, installation, and service. There were multiple
  things during this project that do not align with our values, and we have taken
  the necessary steps to prevent them from happening again in the future. Again,
  don’t hesitate to give us a call. We hope that you’re able to enjoy the renewed
  beauty of your home for many years to come.
  

  Customer Answer

  Date: 04/19/2023

  
  
   
  Complaint: 19899218
  
  I am rejecting this response because: I believe the companies statements to be half truths. I notice how Royal Exteriors doesn’t mention that their employee/subcontractor put a nail in his eye which cost time. Due to the worker having only one eye and other health and family related issues he became unreliable. I believe it is the project manager responsibility to check on the progress of the job and we verbally told him repeatedly about issues. On March 30th Tony was notified via text that their subcontractor hadn’t showed up for 2 days. Also we were continuously promised another crew and painters only for the same crew in one form or another to show up again. I reference a screen cap on April 4th asking for their 1 eyed worked to no longer come as it was taking an exorbitant amount of time to finish. The next day his father in-law showed up by himself and attempted to do the soffit metal work. I called Tony and explained his work was not satisfactory and the worker basically quit and left.Also in my screen cap you can see where I told them it need to be completed by Thursday which was the sixth. I later made arrangements to stay till the 7th as prior dealing had shown me they would not complete it that time frame.
  I would like to address the time line issue. The wood rot , I sat with a boarded up window due to work crew issues on who was actually going to do the work window vs siding crew. That work was completed before the nail in the eye incident so was completed in a timely manor. Some additional soffit and facia work was added to aid in the ability for Royal Exteriors to complete the job. In my contract I had the from facia already being replace and the 4 corners of soffit being replaced. I was informed by Tony that he could not match my existing soffit and was unsure how to proceed. Due to the replacement of other soffit chasing down wood rot there was a large excess of left over material. I suggested they use that and just replace the soffit and facia for the rest of the home. 
  When retuning to my home I was informed by Tony the project manager that the workers noticed my deck was falling off my home. I asked if that was something they handled he then referred me to the workers that were present. I’ve attached a photo of the work they did after hours for a total work time of 30 minutes. I would also like to address my hiring of the paint crew to paint additional items on my home. That is a total misrepresentation of the facts. Where as I did hire the paint crew to paint additional items , I did so after the completion of Royal Exteriors work so there was no affect on the completion timeframe.
  Lastly I would like to address the yard and lunch issues. I have made it a practice all my life to treat everyone with dignity and respect. That is to include providing beverages and food to workers who are working at my home. The project manager Tony also per toke in that same food and beverage. If it was an issue Tony should have told me. Royal Exteriors blames me for allowing them to sit on my patio set but neglects to mention it was against their policy to smoke on the job. I am still pulling cigarette butts out of my yard. I believe the yard would not have been nearly as damaged if it wouldn’t have taken so long to complete the work. My wife and I were extremely patient with the process and it’s a shame that Royal Exteriors has taken no responsibility for anything. They made up half truths to either put the blame on us or mitigate their responsibility. I don’t believe we will get any satisfaction from them so I would like this complaint to remain on record as a warning to others.
  
  Sincerely,
  
  Benjamin ****

  Business Response

  Date: 05/03/2023

     On behalf of all of us at Royal Exteriors, we apologize that our responses are
  coming across as half-truths. We pride ourselves on being a completely
  transparent company. It was our understanding throughout the project, as well
  as reading through your response, that the delays due to crew attendance on
  site didn’t begin until the eye injury was sustained. Unfortunately, accidents
  do happen and we apologize that this resulted in a delay from the crew. Royal
  Exteriors did take this opportunity to discuss safety standards again on the
  job site (ie. Wearing safety glasses) in attempts to prevent occurrences in the
  future. After the injury, the crew did prove to be unreliable and is no longer
  employed with Royal Exteriors. We should have pulled them sooner rather than
  giving them the opportunity to finish the project. Our records do match that
  communication was sent to our Superintendent on the dissatisfaction of the crew
  on March 30th. Between March 30th – April 6th, we all
  agreed to a timeline of completion, and the project was completed on April 6th,
  as agreed. We can’t apologize enough for the smoking on site. This is one of
  the few reasons that we are no longer using this crew on our jobsites. We have
  spoken with all of our Superintendents to remind them of our smoking policy and
  instructed them to watch for any signs of smoking while on site. The protocol
  is for any smoking crew members to step to their vehicle when required and NOT
  be smoking on our client’s property. Our whole purpose for existence is to
  improve the world around us, not dirty it up. We would be more than happy
  to come out and pick up any remaining cigarette butts that may be left over, if
  you’ll allow us to do so. Although the last little bit of the project did not
  meet the Royal standards, you can rest assured that the installation and
  craftmanship is above industry standards. We stand behind our products as well
  as our installation. We’re confident that you have a beautiful facelift on your
  home with properly installed products. Also, keep in mind that our work comes
  with a 12 month craftsmanship warranty, so don’t ever hesitate to reach out if
  you have any concerns. We’re available M-F via phone and email. We wish you the
  best of vibes. God bless.

  Customer Answer

  Date: 05/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19899218, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Benjamin ****