Complaints

This profile includes complaints for Phoenix Exteriors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Phoenix Exteriors LLC

  1066 National Pkwy Schaumburg, IL 60173-4519

  
• 

  Phoenix Exteriors LLC

  3200 West End Ave Ste 500 Nashville, TN 37203-1322

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:01/11/2024

  Type:Service or Repair Issues
  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 PURCHASED A SOLAR PANEL SYSTEM FROM PHOENIX EXTERIORS. THE SYSTEM SIZE IS SUPPOSED TO PRODUCE 10KWH BUT THIS SYSTEM HAS NEVER PRODUCED MORE THAN 5KWH. MY SYSTEM ALSO IS SUPPOSED TO HAVE A BATTERY BACK UP TO POWER THE HOUSE OVERNIGHT BUT THE BATTERIES HAVE ONLY FULLY CHARGED ONCE AND MOST DAYS DONT CHARGE AT ALL. I HAVE BEEN CALLING AND EMAILING THE COMPANY STAFF FOR MONTHES TRYING TO GET THIS RESOLVED. IN ADDITION TO THIS THE COMPANY THAT PHOENIX SUBCONTRACTED REFUSES TO INSPECT OR REPAIR THE SYSTEM, THE SUBCONTRACTOR ALSO SAID THEY DIDN'T KNOW A LOT ABOUT THIS TYPE OF SYSTEM SO DIDN'T KNOW HOW TO DO FUNCTIONS WITH THE SOLAR INVERTOR.

  

  Business Response

  Date: 01/29/2024

  *************** purchased a solar system though us but signed a contract with Titan Solar Power, I have been working with their team to help *************** to ensure his system is producing properly. This is something we have been working on and will continue to work on until it is completed.

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  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 hired Phoenix Exteriors to install solar panels and a battery backup. Everything is installed (as of October 2023). The city inspected the work and approved it (November 15, 2023). I was waiting on the ComEd inspection after the city inspected the work and was told by Phoenix that it would be **** business days, but to allow extra time because of Thanksgiving. It is now a month later, and Phoenix still has not gotten back to me about the ComEd inspection. I emailed and called ***************** from Phoenix asking when this would be done. On December 13, he said he would get back to me the next day about commissioning the system. As of December 19, he still has not gotten back to me. Because he did not contact me, I called ComEd on December 19, 2023. ComEd told me that they approved my system on November 30. Since I was approved by ComEd, and Phoenix has not commissioned my system yet, I am losing money because I am paying ComEd and paying for the solar system that I have not yet been able to use.

  

  Business Response

  Date: 12/19/2023

  Thank you. I have spoken to Mr ***** O this afternoon and scheduled our team to go to his property by end of day tomorrow for his system. 

• Initial Complaint

  Date:08/03/2023

  Type:Order Issues
  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 hired Phoenix Exteriors to repair Wind damage to my roof and paid them $2,913.00 on Jan 8, 2019, instead they damaged my roof by punching holes in the flashing. The first time it rained I reported a leak. They made false promises and an ineffective attempt to repair their damage to the point of trying to pass the blame to the siding company (but the siding had been installed years prior). They constantly changed the reason for the leak. I assumed they were incredibly incompetent, but making a good faith effort to fix the problem. I have a detailed record of the 89 phone calls I made and the 11 times Phoenix came out with a summary of each encounter. Eventually I hired a qualified company to correct their error. What Phoenix couldn't fix in over 4 years was repaired by GT Roofing Construction in 3 hours for $1675.00. My desired resolution is to be reimbursed the $1675.00 I paid to repair the damage caused by Phoenix Exteriors.

  

  Business Response

  Date: 08/03/2023

  We were working with the homeowner on his concerns and set a crew out multiple times. ***** our sales rep emailed the homeowner in April with an estimate for the chimney repair that was needed. We would have needed to remove the siding from the chimney, flash and wrap with waterproofing. This part was not paid by the insurance company therefore was not done. *************** agreed to get the work done and paid for half the work up front. Then decided the leak stopped and no longer wanted the work done and if it leaked again he would reach out and schedule the work. We refunded him his down payment and the case was closed. *************** paid for another company to come out after cancelling with Phoenix. We have not heard from *************** since then

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20417842
  
  I am rejecting this response because:  While it is true that out of desperation I had agree to pay for additional work after seeing my roof leak for over 4 years, I never accepted their attempt to pass the blame off on the siding.  I am attaching my response to their offer to fix the leak in which I expressed my beliefs they were responsible.  I never told ******************* stopped, I said the last time it rained no water leaked.  *******, I had finally lost confidence in the company and began to wonder if I was being scammed. I thought they were not trying to fix the leak and they knew they were not trying to fix the leak.  Also I feared that after the siding repair didn't stop the leak, they would adopt another scheme.  ***** Roofing advised me that they would never fix the leak with what they were doing and provided me the pictures I sent. They further advised me that the siding had nothing to do with the leak and that if Phoenix knew what they were doing the flashing didn't need replacing.  ******** ***** Roofing didn't anticipate holes had been poked in the flashing which created the need for replacement.  Also, the shingles that were damaged had to be replaced.   If you would like to contact ***** Roofing, their contact info is below:

  ***** Roofing  - ****************   -   ***************************************  ***********, **. 78221     

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

  

  Business Response

  Date: 08/04/2023

  I have read all the notes from the homeowner.

  I am confused as the complaint first stated GT Construction did the work and then it was Power Roofing.

  Again we contracted with *************** to do the work for $1,600.00 since the insurance company did not pay for it we did not do the work. We collected the down payment and he cancelled and said he would reach out again once the rain had evidence of the leak, we then reimbursed his down payment. We have not heard from *************** so thought the file was closed. We will not be reimbursing him for the work he had done by another company. 

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20417842
  
  I am rejecting this response because:
  
  
  I sincerely apologize for causing the confusion about who actually repaired my roof. I contacted several companies to get estimates for repairing the damage Phoenix did to my roof once I concluded either Phoenix was unqualified or scammers and GT Roofing was one the companies.  I erroneously typed in their name and estimate. The company that repaired the flashing and replaced the rotted shingles was Power Roofing and the amount paid was $1650.00.  I hope that clears that up.  Phoenix conveniently ignored their personnel who gave conflicting reasons for the leak and decided to support the two non English speaking persons who came up with siding scheme. The siding was installed over 6 years ago without any roof leakage. The leak started only after Phoenix was hired.  It seemed they are trying to avoid the fact that unqualified people are being used without proper supervision. If the siding was involved, the leak should have remain the same, but it got progressively worse. Power Roofing didn't change the siding. They fixed the leak by replacing the rotted shingles and the damaged flashing. There can be only one conclusion either their people are unqualified or they were attempting to scam me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/08/2023

  Phoenix Exteriors sent out company reps and roofers to inspect on numerous occasions which every time spoke to the homeowner and said it was a siding issue. Once the homeowner contracted to do the work and put down a deposit he changed his mind and we refunded the amount he put towards the work. I do not feel we are responsible for reimbursing him for additional work that was done on his home

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20417842
  
  I am rejecting this response because:
  

  Phoenix Exteriors is being disingenuous because I have provided them with the date and time when they said it was the flashing, caulk, broken shingle, and cracked caulk.  The fact that Power Roofing repaired the roof by replacing the flashing Phoenix punched holes in and replaced the rotted shingles without touching the siding proved that the siding wasn't involved as one of their roofers said.  Apparently Phoenix employ unqualified roofers, scammers, or both. 

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

  

  Business Response

  Date: 08/14/2023

  It is unnecessary and unprofessional for the name calling. We contracted to do the work and *************** paid for half the work to be done and then changed his mind and we reimbursed him for his down payment. File was closed on our end

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20417842
  
  I am rejecting this response because:

  I am merely stating facts.  *********** is like a broken records and ignoring the the fact that I would be poorer and ******* would still be leaking if I had done what they suggested.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/17/2023

  My apologies you feel this way. We were contracted to fix the issue and you cancelled it and were reimbursed the money you put down. I feel we were trying to help you in the end. Once it was cancelled and the money was reimbursed we closed your file. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20417842
  
  I am rejecting this response because:

  Phoenix Exteriors sent an unqualified crew out that damaged my roof rather than repairing it.  I wrongfully thought for four years that they were incredible inept, but making an honest attempt to fix the damage. I now realize that they are unqualified, dishonest and lacking integrity.  What they were unable to repair in over four years was repaired in over three hours by a qualified company, unfortunately I paid to repair the damage they caused. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/23/2023

  I am sorry you feel that way. We contracted to fix the issue and once you put your deposit down we were going to schedule you and then you cancelled. We then gave you back your deposit and you went with another contractor to do the work. We closed the file in our system due to the cancellation.

   

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20417842
  
  I am rejecting this response because:

  I avoided the scam by hiring Power Roofing who repaired the flashing that Phoenix Exteriors had  damaged.  Their method would never have fixed the leak.   
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/23/2023

  I am sorry you feel that way. We contracted to fix the issue and once you put your deposit down we were going to schedule you and then you cancelled. We then gave you back your deposit and you went with another contractor to do the work. We closed the file in our system due to the cancellation.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20417842
  
  I am rejecting this response because:

  You damaged my roof, blamed it on several different things and finally blamed the siding.  You are not qualified to repair roofs.

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

  

  Business Response

  Date: 08/24/2023

  I am sorry you feel that way. We contracted to fix the issue and once you put your deposit down we were going to schedule you and then you cancelled. We then gave you back your deposit and you went with another contractor to do the work. We closed the file in our system due to the cancellation.

• Initial Complaint

  Date:05/28/2023

  Type:Service or Repair Issues
  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 had solar panels installed, from day one there appeared to be a performance problem. Explained that system is capturing about 0.9 kilowatts of energy according to powerview app. 14 panels should have an estimated output of (340 ***** x 14) of approximately 4.7 kilowatts. Have asked company multiple times to determine what the issues are and they have been stalling. Now I can't get a response at all.

  

  Business Response

  Date: 05/30/2023

  Thank you so much for reaching out. I have been in contact with ********** over the weekend to let her know we will be working on her system once we are back in the office. I also messaged her today for some ComEd bills and a report of what is not working for her. We are waiting for a response to best assist her

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  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 contracted with Phoenix Exteriors in January/February 2022 to perform a reroof on my residence. I have a loan through this company, the price is $22,000 and no one came out to provide an estimate, it was just handed to me over the phone. Second, the roofers showed up on March 16, 2022 (my birthday) unannounced. I was working, my son, who works late was sleeping and my dog was barking his head off. The roofers informed me that they may not finish the back in time because of my dog. Had I received an appointment, this problem would have been diverted. Third, the roofers did not use the magnet to pick up nails that have fallen to the ground as I still find them in my front and back yards to this day.My biggest complaint is in January 2023 (less than a year of receiving a new roof), my roof leaked. Before the next storm hit, I paid out of pocket to seal the leak (materials and handyman). I have been in touch with the ********** office and the ******* office (HQ) for 4 months trying to get this company to come out and repair the damage. ********** decided to drop me all together and when I left a complaint on Yelp, the ******* office decided to pick up my complaint. I have asked constantly for an appointment to fix their error, I have provided pictures of the damage, and I have paid my bill on time since the work has been done. I was supposed to get a response on Tuesday (4/11/2023) but now HQ has dropped me. I have been emailing constantly to get this resolved. For 4 months, my home has been penetrated by water - sitting in my attic - waiting for the company to do right by its customers.My next course of action is to remove my payment information on the loan and take this company to court. *********************

  

  Business Response

  Date: 04/20/2023

  Emailed ********************* the following information today. 

  I understand your frustration, please know that we have ceased operations in ********** & dissolved the entity there, I have finally reached the subcontractor ********. I spoke to **** and said he will be reaching out to you today. 

  Please let me know tomorrow if they have not contacted you so I can reach out to them again
  

  I have always been in contact with ************ helping her any way I can. I hope she is able to get the repairs done that are needed.

  
  

• Initial Complaint

  Date:01/10/2023

  Type:Order Issues
  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.

  We ordered a new roof from Phoenix Exteriors in late September. We had a signed agreement for a new roof with *************************** roof still sits unrepaired. I gave ***** a deposit of $5,496.61 Oct. 3rd & still do not have a new roof. Phoenix Exteriors refuses to honor the contract & refused to refund. This is a breach of contract for nonperformance. My wife tried to contact ************** many ************ did not return her texts or calls. ****** said pay for *********** shield to code. Original contract states that this & all repairs will be to code. ****** requested we pay $855 for chimney flashing. They agreed to repair our severely damaged soffits & then later tried to remove this. We were told the roof would be complete in about 4 weeks in late Sept. & almost 13 weeks later with a severely damaged roof. We told ******************* that their company has breached the original ************* need a full refund & ignored. ***** from Phoenix Exteriors also has in the original contract 5 free boards & tried to change it to no free boards. Breach.Phoenix Exteriors failed to apply for the permit for this roof. We were asked in Oct. about a permit & told the permit would be ordered, yet **** contacted us in December & no permit. I then contacted the owner, *********************. He refused to honor the original contract & refused to refund. He blamed us & told us to cancel the contract which they have already breached & he will charge us cancellation fees they he will determine. The contract states that if acceptance is declined by Phoenix Exteriors for any reason, all deposited monies will be refunded by Phoenix Exteriors. They have declined to abide by this contract & accept this contract & have declined to refund all monies. It also states that any modifications to this contract which change the cost, materials, work to be performed, or the estimated completion date must be in writing & signed by all parties. We never signed the proposed changes. We are owed our $5,496.61 refund.

  

  Business Response

  Date: 01/20/2023

  Hello BBB, 

  
  We have had lengthy conversations with both husband & wife.  Neither of them seem to be communicating to one another regarding the status.  The delay in refunding the money was because just as recently as a week ago the wife was speaking with our Operations Manager about scheduling the roofing project, but husband is writing several slanderous reviews simultaneously.  At this point we except their cancellation request & their deposit minus permitting fees and labor hours working with their insurance carrier as they requested. 
   
  Note their insurance carrier refused to pay the add'l funds required to bring the roofing project up to building code, thus we charged the client who refused to pay to bring their roofing project to roofing code.  We refuse to install a roof that doesn't meet local building codes.  The homeowners wanted us to install the roof out of code, this is against our state licensing laws.  Phoenix Exteriors could lose their state license for installing the roof out of code as homeowners requested.  
  
  Funds have been released minus the cancellations fees mentioned above

  
  Thank you

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18718033
  
  I am rejecting this response because:
  

  This is unacceptable how Phoenix Roofing is conducting business. Absolutely not. We never canceled this contract with Phoenix Roofing. This is a lie. They have breached this contract multiple times for over three plus months and refused to abide by the original contract multiple times. Because of their negligence and multiple breaches this contract has been null and void for months. Thus, we are entitled to a full refund of $5,496.61. I have explained in detail each individual breach Phoenix Roofing has made on my original complaint. By attempting to charge us fees which they choose to make up for their neglect and mistakes, they are attempting to steal our money now. This cannot be allowed by a business. We need our full refund of $5,496.61. Our roof is still sitting without repair and leaking due to Phoenix Roofing's multiple failures.

  The "slanderous" reviews I have posted are truthful reviews on your business. I will continue to post reviews on additional sites and file additonal claims until our full refund is received. I will be willing to remove these reviews only if we receive our total refund of $5,496.61. I made this clear to the owner *********************. But he completed ignored this and blamed us for their failures.

  I have attached photos of the badly damaged soffits with mice now infesting, that we are left with now because of Phoenix Roofing's neglect. Phoenix Roofing should have tarped above these soffts to avoid further damage, yet they left them only to create additional damage. Phoenix Roofing later claimed, I, ********************* wasn't included in this roof repair. The deposit was taken from my account and I am half owner of this home and Phoenix Roofing tried to claim I have no part in this roof project. They are also lying when they stated we requested them to install a roof out of code. The original contract states that all repairs will be replaced to code. Phoenix breached the contract and requested us to pay for ice and water shield to code. Even though it is on the contract and signed by them. They were given a copy of our insurance claim before our contract was signed. Yet they have tried to change terms multiple times. These are all breaches of the contract. The contract states that if acceptance is declined by Phoenix Exteriors for any reason, all deposited monies will be refunded by Phoenix Exteriors. They have declined to abide by this contract & accept this contract & have declined to refund all monies. It also states that any modifications to this contract which change the cost, materials, work to be performed, or the estimated completion date must be in writing & signed by all parties. We never signed the proposed changes. Because these breaches on their part, we are owed our $5,496.61 which they are illegally still holding and refusing to refund. Phoenix is also lying when they stated funds are released. No funds have ever been released to us. The only funds that will be accepted to be released is the $5,496.61. If this is not received, we will be forced to *** for additional damages your company's negligence has caused our roof. 

  
  ***** & ***********************