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:09/04/2025

  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 have roof leaks on my front and back porch. siding was replaced on my front porch and leaks during heavy rain. The back porch roof and siding was replaced and leaks inside the house when it rains. It is going to ruin all the new construction that was installed. Drop ceiling water stained and water stains on freshly painted walls. I am afraid of mold forming as I have Stage 4 COPD. I also have 2 windows that need relacing because air seals have leaked and glass is fogged up. I have been calling for months and no one will call me back. This is all warranty work. would like resolved ****. Thank you.

  Customer Answer

  Date: 09/05/2025

  Back porch water leak. 

  

  Business Response

  Date: 09/23/2025

  Hi Mr ******* and thank you BBB for sending this over. I first wanted to apologize for the delayed response. I now see multiple messages have gone to my spam that I didn't see until I went into spam looking for something else. I have also been in and out of the hospital over the last few weeks so that hasn't helped either. 

  Mr ******* was and is a great customer to AES. I want to start by saying that. 

  We have sent two different people over to try and identify what the issue is relating to the water getting into the porch. We have removed shingles, flashing and can't identify a single place from work that AES did that would contribute to the water getting into the addition through our work. We are wondering if water is getting through the existing second story and working its way down the walls and over. Water finds a way unfortunately. 

  With that said, I'm willing to send a third ****** over to try and identify where the problem is originating, whether its from existing AES work or not, so that we can try to get a plan for a resolution to you. 

  This is the first time I'm hearing about the windows. Please upload let me know which windows have the issue and if you wouldn't mind please upload photos so we can send to the manufacturer as they should still be under warranty. 

  Thank you again for your assistance and I apologize again for the delayed response

  Customer Answer

  Date: 09/24/2025

  Could you please forward these two pictures to *** They have requested these pictures thank you

  Customer Answer

  Date: 09/25/2025

   

  From: **** ******* <*************************************>
  Date: Wed, Sep 24, 2025 at 4:36 PM
  Subject: Window pics. I would like to know in advance when the water leaks are to be worked on. I want to be here.
  To: <*******************************************************************************>
  

  
  

  

  Business Response

  Date: 10/19/2025

  Good Evening,

  We paid for a third party to assess the roof situation yesterday (10/18/25). They removed multiple shingles, the flashing and siding. They stated that everything was installed correctly the first time and that the water must be coming from somewhere on the existing structure and not from the work done by AES. They reinstalled the siding, flashing and shingles and caulked everywhere appropriately. Ive now had my original installer, my service manager and a third party go out to assess if anything we did previously could be causing the leak. We are sympathetic to Mr ******* situation and its not always easy trying to figure out where water is coming from. Its most likely going to require pulling off items from the original structure (not what we remodeled) to try and figure out how water is getting in. This is beyond what our warranty would cover but if Mr ******* wants we can look at a time and material setup to figure out where its coming from. There is no way we can estimate what the cost would be without knowing where the issue is originating from. 

  In addition, the windows that Mr ******* says need to be serviced were installed back in 2009 according to our records. This is well past the 5 year labor warranty window. We can get him in touch with the manufacturer to see if they can provide options and costs for those windows. 

  Customer Answer

  Date: 10/20/2025

   
  Complaint: 23835024
  
  I am rejecting this response because:
  I was not there to inspect the work. The water is getting in around the siding that THEY installed I told their repair man to open up the ceiling on the back porch and use my garden hose to spray around the perimeter of the siding and watch for leaks from inside the house. As for the windows they came with a LIFE TIME guarantee not a five year labor warranty these need to be replaced. Not at my expense, but theres. I was not given proper notification that they were coming, and I was not home to see the work completed. I told them to let me know in advance when they were coming.  I am going to give them one more opportunity to make this right before I have to take legal action. If *** ****** was still there, I would not be having these issues.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 10/20/2025

  Hi Mr ****************** your request I had ***** my service manager call you and he left you a voicemail to schedule a time for him to come over and do a water test. That won't necessarily show us where water is getting in but it doesn't hurt to try. He will be over with my production manager ***** to see if he can figure out the issue. 

  In response to your statement about litigation, our contract does have an arbitration clause so if you decided to go down that route we can initiate binding arbitration through the BBB. 

  We are making another attempt to address the issue with you, so I hope you would see how that plays out first. Please give **** a call back and schedule with him so we can try to identify where the issue is coming from

  Customer Answer

  Date: 10/25/2025

  This complaint is not closed. I have a meeting with the contractor from *** this Wednesday the 29th to determine the best way to proceed with repairs. After the work has been completed and inspected I will advise you of the outcome. Thank you 

                             **** *******