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:05/13/2025

  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.

  I had originally called as I had some storm damage and needed them to look at a couple shingles. When they came out, they assured me they didn't need to go up onto the roof at all and told me I had some nail pops and the obvious shingles that were missing. I was quoted for the work (just under $1000) and had to put $500 as a deposit. fast forward to the day they came out. Not only did they bring a shingle not even close in color but when the project manager was up on the roof told me that I had way more going on up on the roof and they highly recommend replacing the whole roof due to water damage and condition of shingles. At this point I did my due diligence and shopped around after getting the quote for a full roof replacement. I got quotes from 4 other companies who all came up quite a bit lower (material costs across the board were lower), and the icing on the cake was the fact that EVERY SINGLE ONE asked me the question why didn't the first company go up on the roof at first as they all agreed I needed to replace it. So, if Cochran would have just went on the roof in the first place I wouldn't have had to even put the original deposit in which they didn't even fix issues as it needed replaced and so I paid essentially $500 for them to caulk a couple place and not just go on the roof THE FIRST TIME and find the issue up front... I called to let them know I was going with another company who was a much lower quote for the exact same work, and they didn't even offer a refund (ethical thing to do since they didn't even go on roof at first) and even admitted that they should have just gone on the roof the first time when I asked them to! They didn't even offer a refund due to their lack of doing their job in the first place.. like stated EVERY SINGLE company asked why they didn't go on the roof to begin with as that would have been a roof consultation to see what was needed and i wouldn't have paid $500 for a down payment on something they discovered to be more.

  Customer Answer

  Date: 05/28/2025

  Had a manager finally reach out to me and has apologized and admitted they should have refunded immediately and it was handled wrong.  Refund has been sent to me.

• Initial Complaint

  Date:04/28/2024

  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 am writing to file a formal complaint against Cochran Exteriors, located at ****************************************** . This complaint concerns several serious issues resulting from a roof replacement project completed at my home on Wed, Aug 16, 2023.Firstly, after the roof replacement, I discovered that the vent for my stove hood, which is essential for expelling air outside, had been completely covered. This has led to severe ventilation problems in my kitchen, including the accumulation of smoke, odors, and potentially harmful gases, which poses significant health risks and increases fire hazard.Additionally, there is now a leak in the roof that has led to water damage in the ceiling of my utility room. This was not an issue prior to the roofing project, and it has resulted in not only structural damage but also the potential for mold growth, which could further compromise the health of my household.Despite multiple attempts to address these issues with Cochran Exteriors since Wed, Aug 16, 2023 most recent date Sat, Mar 30, 7:37AM, the company has failed to respond appropriately. Their lack of action and disregard for the urgency of these matters have forced me to seek assistance from your organization.Enclosed are copies of all relevant documentation, including contracts, receipts, and correspondences with the company. I trust in the BBB's dedication to protecting consumer rights and anticipate your support in ensuring that ***************** Name] addresses and resolves these problems promptly.Thank you for your attention to these urgent issues. I look forward to your prompt response and assistance.

  

  Business Response

  Date: 05/29/2024

  Please see attached.

  Customer Answer

  Date: 06/08/2024

  In response to the statement provided by ********************* from Cochran Exteriors, I would like to clarify several inaccuracies and provide a factual recount of the situation regarding the services rendered at our property.
  Firstly, the assertion that the repairs were conducted by a ******* or non-professional is incorrect. The services to address the issues caused by the improperly covered vent and the leaking roof were performed by ******************** Experts, a highly reputable and certified HVAC and plumbing service provider in ************. This company is well-regarded in the community for their professionalism and holds all necessary licenses and certifications, which are publicly verifiable through their business profile and website.
  Furthermore, ******************** response overlooks the critical fact that the vent for the stove hood, essential for expelling air from our kitchen, was completely covered during Cochran Exterior's roof replacement. This was not rectified by their team, and it has caused significant ventilation problems, leading to potential health hazards due to the accumulation of smoke and gases.
  Regarding the leaking roof, which has resulted in water damage to the ceiling of our utility room, Cochran Exteriors has not adequately addressed this issue despite multiple attempts on our part to have it resolved. This leak was not present before the roof replacement project and directly results from the work completed by Cochran Exteriors.
  It is also necessary to address the claim that a plumber fixed an unrelated issue. This statement is misleading. The plumber inspected the site to ensure that no other factors were contributing to the leaks, which reaffirms that the issue lies with the roof work done by Cochran Exteriors.
  As clients, our expectation was that the contractual agreement and the paid services would result in improvements to our property, not lead to new issues and the potential for health risks. We are seeking a resolution that involves:
  Immediate reinstallation of the stove hood vent by a certified professional, ensuring it conforms to safety and building regulations.
  Complete and thorough repair of all leaks in the roof caused by the recent roofing work, ensuring no further damage to our property.
  A formal apology for the misrepresentation and oversight which has led to these significant inconveniences and potential health issues.
  We trust that the BBB will assist in mediating this situation to a fair resolution. Enclosed are all relevant documents, including proof of the professional services rendered by ******************** Experts, and communication attempts with Cochran Exteriors.
  Thank you for your attention to this serious matter.
  Sincerely,
  ****** & ***********************

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  In response to the statement provided by ********************* from Cochran Exteriors, I would like to clarify several inaccuracies and provide a factual recount of the situation regarding the services rendered at our property.
  Firstly, the assertion that the repairs were conducted by a ******* or non-professional is incorrect. The services to address the issues caused by the improperly covered vent and the leaking roof were performed by ******************** Experts, a highly reputable and certified HVAC and plumbing service provider in ************. This company is well-regarded in the community for their professionalism and holds all necessary licenses and certifications, which are publicly verifiable through their business profile and website.

  Furthermore, ******************** response overlooks the critical fact that the vent for the stove hood, essential for expelling air from our kitchen, was completely covered during Cochran Exterior's roof replacement. This was not rectified by their team, and it has caused significant ventilation problems, leading to potential health hazards due to the accumulation of smoke and gases.

  Regarding the leaking roof, which has resulted in water damage to the ceiling of our utility room, Cochran Exteriors has not adequately addressed this issue despite multiple attempts on our part to have it resolved. This leak was not present before the roof replacement project and directly results from the work completed by Cochran Exteriors.

  It is also necessary to address the claim that a plumber fixed an unrelated issue. This statement is misleading. The plumber inspected the site to ensure that no other factors were contributing to the leaks, which reaffirms that the issue lies with the roof work done by Cochran Exteriors.

  As clients, our expectation was that the contractual agreement and the paid services would result in improvements to our property, not lead to new issues and the potential for health risks. We are seeking a resolution that involves:
  Immediate reinstallation of the stove hood vent by a certified professional, ensuring it conforms to safety and building regulations.
  Complete and thorough repair of all leaks in the roof caused by the recent roofing work, ensuring no further damage to our property.
  A formal apology for the misrepresentation and oversight which has led to these significant inconveniences and potential health issues.

  We trust that the BBB will assist in mediating this situation to a fair resolution. Enclosed are all relevant documents, including proof of the professional services rendered by ******************** Experts, and communication attempts with Cochran Exteriors.
  Thank you for your attention to this serious matter.
  Sincerely,
  ****** & ***********************
  
  Regards,
  
  ***************************

  
  

  

  Business Response

  Date: 07/02/2024

  Please see attached.

  Customer Answer

  Date: 07/02/2024

  *******, here is my response however I do  not know how to submit if you could please be of assistance? 

  Dear Cochran Exteriors,
  

  I am writing to confirm that the necessary HVAC adjustments, which were stipulated by Cochran Exteriors as a prerequisite for further roofing repairs, have now been completed. This completion triggers Cochran Exteriors commitment to reshingle the affected area of our roof at no additional cost.
  

  Additionally, it is imperative that the issue with the stove hood vent, which was improperly covered during the initial roofing project, is also addressed and rectified. The proper functioning of this vent is crucial for the safety and ventilation of our home.
  

  We request that Cochran Exteriors honor these commitments by promptly scheduling and executing the necessary reshingling work and the repair of the stove hood vent. Please provide available dates and a plan for the commencement of this work as soon as possible.
  

  We appreciate your immediate attention to this matter and expect a swift response so we can resolve these issues definitively.
  

  Thank you for your cooperation.
  

  Best regards, 

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

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

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Dear Cochran Exteriors,
  

  I am writing to confirm that the necessary HVAC adjustments, which were stipulated by Cochran Exteriors as a prerequisite for further roofing repairs, have now been completed. This completion triggers Cochran Exteriors commitment to reshingle the affected area of our roof at no additional cost.
  

  Additionally, it is imperative that the issue with the stove hood vent, which was improperly covered during the initial roofing project, is also addressed and rectified. The proper functioning of this vent is crucial for the safety and ventilation of our home.
  

  We request that Cochran Exteriors honor these commitments by promptly scheduling and executing the necessary reshingling work and the repair of the stove hood vent. Please provide available dates and a plan for the commencement of this work as soon as possible.
  

  We appreciate your immediate attention to this matter and expect a swift response so we can resolve these issues definitively.
  

  Thank you for your cooperation.
  

  Best regards, 

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

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

   

  
  

• Initial Complaint

  Date:10/07/2023

  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.

  They got halfway through a job of replacing my soffit, trim and facia before they realized they did not have the correct materials to proceed and wanted another $2.6k before proceeding. The thing is they would have known from the first soffit they removed that they needed more money to proceed, they didn't stop though, they ripped everything off my house then demanded more money. Leaving me with achoice of trying to find a new contractor mid project or paying them. All while the interior of my house is exposed to the elements.

  

  Business Response

  Date: 11/15/2023

  Hello *****, 

  We sincerely apologize for any inconvenience and frustration you've experienced. We take your feedback seriously and are committed to addressing the situation promptly. Our team is looking into the matter to understand the miscommunication and to find a fair resolution. We understand the importance of completing the project to your satisfaction and will work towards a resolution that meets your expectations. Please expect a follow-up from our team to discuss the next steps and find a solution that works for both parties. We appreciate your patience and understanding during this process.

  Thank you! 

  **************************;

  Customer Service Manager 
  
  ********************** 
  
  

  Customer Answer

  Date: 11/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  If read read the the response it commits to nothing, it looks like a templated standard response from customer service rep.

  
  Regards,
  
  ***********************

  
  

  

  Business Response

  Date: 11/30/2023

  Hello *****, 

  
  Regarding your project, all listed work under your contract is complete, except for the ***** vent. As per our discussion two weeks ago, you mentioned purchasing and painting the ***** vent yourself. Once that's done, we'll schedule its installation. We've credited your account based on the change order. If there are any additional concerns or if you've received the ***** vent, please let us know. We're committed to completing your project to your satisfaction.

   

  Thank you!

   

  Cochran Exteriors

  Customer Answer

  Date: 12/11/2023

  No, they did not credit my account as they stated and they have been ignoring my communications about the ***** vent.  I ahve amield them about it 3 times now.

  Customer Answer

  Date: 12/27/2023

  No and they have not responded to my communication attempts.

  

  Business Response

  Date: 01/08/2024

   *****, 

  I do show that we did in fact credit your account for the ***** vent and applied a change order credit to your account. If you have the ***** vent we are more than happy to come out and install it. Please let us know your availability and if you've received the ***** vent, so we can get it scheduled for you. 
  

  Thank you 
  

   

   

• Initial Complaint

  Date:04/13/2023

  Type:Sales and Advertising 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.

  Acct # ************ Siding contract signed in June 2022 and project is still incomplete. I have attempted to reach out to the business but no one will respond to my requests. They have left me with faulty siding, replaced it with another batch of faulty siding and will not correct the issue. *** called, emailed, text and volunteered to come to the office to discuss. *** reached out to every level of employee without receiving a response. The crew damaged my home and my vehicle and I had to have the issues corrected without having Cochran reimburse me for the damage they caused. I would like for my siding to be fixed with the products that they had said within a timely manner. I dont like being ignored. If they cant figure out a solution then I want to have the contact that I signed voided without issues and I would like to owe nothing to them for the siding that will need to be replaced by another company. I would also like reimbursement for the repair costs I accrued during their time on my property.

  

  Business Response

  Date: 06/27/2023

  We absolutely own that there were gaps in communication, especial as we were waiting on communication from the manufacturer and as they had to inspect the installation. We are limited somewhat to what we can do in these sort of situations because we have to allow the manufacturer the ability to inspect the product and they are not always the most responsive in these situations. We apologize to the clients and sympathize with their frustration.  

  The root issue with this project was caused by the siding manufacturer. Twice the product has failed and both times our installation of the product was shown has correct. This is a hard thing for a contractor, because at the end of the day we are the ones that install the final product and we trust that the product in made correctly. 

  We have resolved the issue entirely with the homeowner. At the end of the day, we are entrusted by our clients to suggest products for their project and we have had a longstanding relationship with this manufacture without any major issues with the product. Since this issue, we have had internal meetings about the product and what we feel comfortable suggesting to our clients. We no longer suggest this product for any of our project, due to the manufacturer inability to explain why the product failed and what they have done to ensure this does not happen again. Now we are suggesting other manufacturer and products to our clients, or warning them of this possibility if they are wanting this product.