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:03/21/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  On 4/22/2019 I gave a down payment of $4,830 for the job that cost $9,830. Paid the final amount of $5,000 when they finished in the summer at my home on **** * ****** **** **** ** *********** ** *****. One of the sliding doors they installed developed a leak in the seal between the triple panes of glass. I contacted ***** ******* of Premier Exterior Solutions in **** ** ** *** ** ***** *** by text because that is the only way he will communicate. He said he would order a replacement one from the company and never did. I had to do it and now he won't return a text or phone call to install it. The whole experience with this company was a complete train wreck. This is the worst company I have ever dealt with, very unprofessional in every aspect. I have many texts with ***** and emails that back up everything I have said. His phone number is ###-###-####.

  Business Response

  Date: 04/20/2023

  Please have Mr ***** contact ****** at ************. They will handle his warranty issue. Also, if he has any issues locally. Have him call +*********** the corporate resolution office.

  Customer Answer

  Date: 04/28/2023

  I reject this response.  I have spoke with **** **** at ****** and he said the same thing.  Warranty only covers labor for 1 year from installation with them.  I attached the email from him and he attached the warranty information on the door sash.  Premier gave me a 50 year warranty on all parts and labor and they are responsible for installing the new sash which  I already got from ******.  ***** already said they would install it.  I have attached a screen shot from a text from him.  I have many more texts I can share on this issue.

   

  **** *****

  Business Response

  Date: 05/11/2023

  I actually responded to this message long ago. Mr *****, needs to contact the supplier ******, ask for **** ###-###-####. ****, can supply directive on filing a warranty claim/complaint with the factory. This is all I know to do at this time. As this directive is part of ******s, warranty claim filing process. Regards, *****

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  April 2022, we hired this company to remodel our deck. The company stated they would complete the job in 8-10 weeks, but never provide the work or proper updates. We finally asked the company to refund our 50% deposit made to them, they agreed to the refund but then failed to provide that too. They do not return our calls.

  Business Response

  Date: 12/21/2022

  Hello Mr and Mrs *******

   

  Please accept my apologies for the recent lapse in connectivity…

  In short, please reach out to me via text, email or a voice after the holidays to discuss an exit strategy regarding your claim request. 
  

  If I have any changes in my contact information between now and after the holidays. I will reach out to you personally as well as update our BBB profile (update contact info).
  

   
  Otherwise, Thank you for your consideration and patience in the matter…
  

  Have a Merry Christmas, in the mean time, I look forward to mitigating your concern’s accordingly.

   

   

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

  Customer Answer

  Date: 12/22/2022

  ********** ********
  
  
  
  I am rejecting this response because:

  The agreement was if work wasn’t completed by Nov 18th he would refund our money not “after the holidays “.

  His responses have been one excuse or another. This one is number 28 so far. 
  
  
  
  
  
  
  
  **********
  
  *** ******

  Customer Answer

  Date: 02/08/2023

  2/8/2023: I have not received anything from the company.  He texted me this a few days ago: Hi Guys, I'm sorry I missed calling you back in Jan. I'm back in MO. However, among other life variables. I** ********* ** ** *****, reconciling my conjestive heart health issues that has bubbled up. . When it rains it pours. Literally. . I will call you all as soon as I'm able to score and settle our differnces. As of this minute, I'm not sure when that will be. Just know it's my intent to reconnect with you all asap. In the mean time I hope everyone is safe and healthy on your end. Ty you both for your continued patience. Your friend ** ******* *

  Business Response

  Date: 02/08/2023

  .

• Initial Complaint

  Date:11/30/2022

  Type:Order 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.

  June 29, 2022, gave deposit of $4,383.00 to build a deck to be done by Oct 1, 2022.Work was never started. I have tried numerous to contact them via, phone, email and text to no avail. After threatening reatening message to go to the police I received a text on Thursday, Nov 17, 2022 stating that no firm dates until after the New Year.I told them I wanted my money or I was going to the police. I have response what so ever from this company

  Business Response

  Date: 12/21/2022

  Dear *******************,

   

  Im very sorry, we have not been able to connect with you up to this point. Please accept my sincere apologies in the matter.  
  

  Please feel free to reach out to us after Christmas, via email and or myself personally, voice/text message. 

  I will be more than happy to discuss your job ETA details. As well as our intent to fulfill our commitment to you.
  

  Please note, per our contractural cancelation language. Canceling or breaching your agreement due to time or communicative constraints. 

  Is not considered legal reasoning for breach.

  As we are not responsible for delays in product or services, related to situational circumstances beyond our control.

  That is absolutely the case at this point.

  Regardless, I look forward to connecting with you on a more personal basis moving forward with things. 
  

  
  
  In the mean time, Thank you for your consideration and patience in the matter, 

   

   

  Ricky 

   

  Customer Answer

  Date: 12/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable as long as they fulfill their obligations and is satisfactory to me. I will contact them and set up a date for them to do the work per our contract. 
  
  ************************************************* Long

• Initial Complaint

  Date:11/30/2022

  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.

  We hired Premier Exteriors for a remodel, new windows and Siding. We were guaranteed a 50 year warranty on installation and products, we've had numerous issues with Siding falling off, windows leaking and other shoddy components that have yet to be resolved. Now the company won't return calls or texts and ******* ******** has left the state. I make my monthly payment on the materials and labor but they won't hold up their end.

  Business Response

  Date: 12/21/2022

  Mr ******,

  
  min sorry your still having some warranty issues. I’m also sorry you have not attempted to reach out to me in several years. At least to my knowledge. Prior to the last time we talked. Never one time did we not react professionally and or proficiently to your request for warranty work.

  I sent your original installer out *****, on several occasions. Each time he spent the better part of the afternoon shoring up concerns you had with the siding piece located on the back of your house at the high point. As well as some concerns about J channel around your windows. 
  

  I don’t ever recall an issue with your windows failing or having critical failure issues. 
  

  Sir, we don’t always get it right. But we don’t walk any when it’s not right either. You know that by now. 
  

  As far as my location, that has not any relevance to situational circumstances and or my commitment to help you facilitate any pending legit “Warranty Issues”. 
  

  Below is the process to take care of your warranty claim. 
  

   

  •Refund not applicable nor even fair to leverage on considering.
  

  •Window issue: Contact **** at ******, in *********** to discuss any window technical or critical failure issues you might be experiencing. Although, extremely rare. Issue so come up. They will send a window rep out to review and facilitate any critical failure type issues. Once a determination is made they will score out the directive moving forward. 
  

  •Siding issues: Again, depending on the type of warrant product or installation issue we continue to have out there. Feel free to send me very detailed pictures of the siding area where your concerns lie. Please forward these detailed pictures to me via email amd or text message: 

  •Once I’m able to review and determine the nature of the warranty claim. Wether Product or Installation fault (Or no fault at all).  I will reach out to you accordingly with applicable situational directive. 

  
  In the mean time, I appreciate your consideration and patience in the matter sir.

  
  Ssincerely,

  
  ******* ******** 

• Initial Complaint

  Date:11/11/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 signed an agreement, and put down a large deposit ($4422) to install siding and brickwork on 8/8/2022 for a house in *****, **. The work was to occur in approximately 12 weeks (early November). The company says they can't do the work until January 2023 and cannot commit to even that date. We can't wait that long and and with no assurance when the work will be done, cancelled the work. The company refuses to return our deposit. Half the materials (brick) we previously purchased and are on site. The remaining materials (vinyl siding) are standard and readily available so this work is not affected by any supply chain or COVID-19 beyond their control.

  Customer Answer

  Date: 03/10/2023

  In response to your message below, we have not heard from the company. They have not resolved our issues and have not returned our deposit.  We are pursuing action against this company with the ******** Attorney General's office.

  
  This business apparently has defrauded many consumers and yet still holds an A+ rating from BBB.  BBB is completely failing in its mission with regard to this business.

• Initial Complaint

  Date:10/17/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  8/26/20 - Contracted with ********************* @ Premium Exterior Solutions (PES) to replace 6 windows in back sun room. Paid $3,500 (50%) for job deposit. Allowed reasonable delay due to COVID, but after many delays was assured windows would be delivered 4/6/21, then told last week in June and then told it got pushed to first week in August. Installer came and took out two windows, replaced them with wrong size windows and we stopped him from going further. Called *********************** and had him come & inspect the issues. 11/5/21 - ************************* provided Special agreement addendum email to serve as a legal instrument per the original work order, which included but is not limited to the additional work scope to be performed no later than on or before April 15, 2022. PES, to replace the 2 new windows most recently installed (Yet not installed accordingly with factory spec or PES code of ethic). PES, guarantees the windows to be bronze in color. PES, guarantees said window to be installed professionally and accordingly with factory specs. PES, reserves the right and chooses to waive the full balance due upon completion. Per the original work order. As a show of good faith and intent. Please note this addendum is deemed by PES, as a legal instrument of PES obligation to fulfill its original contractural duties. 5/22/22 - ***** emailed with apologies and excuses as to why he was just now responding to our multiple contact attempts. Said he would have **** contact us immediately. Heard from no one. 6/17/22 - ************************* with *** advised once job was completed, your balance due with PES will be zero dollars and remain so. 6/28/22 - Bo came out & took window measurements. 7/18/22 - Requested windows replaced or 100% refund. 8/8/22 - ***** agreed to give refund. 9/20/22 - ***** advised to expect refund no later than end of business on 10/3.Tried multiple times to reach ***** and PES, nobody is responding to our contact attempts. We have now contracted with a different com

  Customer Answer

  Date: 03/06/2023

  I have NOT heard from the company since filing the complaint. I have NOT received any refund and the Company has NOT resolved my issue.

• Initial Complaint

  Date:10/11/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  In March of 2021, I contracted with PE to build a covered patio. Money paid down was $31,500; $12,000 paid on 5-24-21; $40,000 on 7-22-22 once starting job. My contract did have a completion date listed, Covid or no Covid. In May, I had to go find my own crew who PE paid to start this job. ***** never came by to review work which was not done properly. All metal wrappings had to be removed and new roof because wrong nails were used. It was not finished and no one would touch it without it being all corrected. I have spent an additional $26,400 for this repair. New contractors still working on it--18 months later since signing with Ricky @ Premier. Nothing but excuses. He is a scam artist and is the best at selling; not delivering! I, along with 8 others, are seeking legal counsel.

  Business Response

  Date: 11/14/2022

  •In March of 2021 we entered an agreement with Miss ******. 
  
  
  •Out initial good faith ETA projection was 12-16 weeks.
  
  
  •At the time PES (industry) was navigating multiple product/delivery logistical and key industry personnel setbacks/delays.
  
  
  •Miss ******, took months of going back and forth to her HOA planning and design committee. For project approval. 
  
  
  •After multiple charges to the scope. As well as good goats efforts by PES, to facilitate a design to suffice Miss ******* best interest. 
  
  
  •It wasn’t until December 21, 2021 that we finally received the thumbs up from Miss ******. 
  
  
  •During that interim we completely restructured and agreed upon, her entire job scope and pricing variables. 
  
  
  •On June 24, 2022 Miss ****** agree to pay $87,500.00 per the contract restructure. See text message from Miss ****** Agreeing to 
  Pay $87,500.00. 
  
  
  •On Wednesday July 20th, after My Question to her regarding the job completion. The warranty shingles, that’s all we lack correct? See text message provided. 
  
  
  •On Wednesday July 20th, 2022, Miss ****** answer to my question- “Yes, other than finishing some trim inside but I have that”…See text message provided. Sounds reasonably Happy to me. The jobs all but done. Not one complaint at that point of completion.
  
  
  
  
  •On Friday August 12, PES requested final payment of $3,990.00 From Miss ****** (after the warranty shingle scope was completed). She came down with amnesia… Stating we had agreed to $80.000.00? Refusing to pay the remains balance.  
  
  
  •Currently, the past due balance of $3,990.00 owed to PES. Is currently accruing interest at a rate of 2.5% monthly. 
  
  
  Based off the facts versus the fallacy of statements related to the BBB complaint conditional refund request. 
  
  
  •We counter offer Miss ******’s request for a refund. 
  
  
  •Pay the balance due in full within 10 days of receipt of this request. We will waive the accruing interest charges as well as opt out of property lien remedy proceedings.
  
  
  
  
  Regards,
  
  
  
  
  ***** ********
  ***
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 11/15/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: PES was to furnish drawings for HOA to approve. They did not provide. I had to pay a drafting company $1,500 to accomplish this. I received approval from HOA in 3 days of submittal. PES provided no supervision over my project. Had they done so or showed up more than once, they, maybe, would have known roof was not put on correctly with wrong nails so that I would not have had to replace at $10K more. Nothing but a scam. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/07/2022

  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.

  On 09/23/2021 we signed a contract with premiere Exterior solutions to replace siding and deck. The contract states we can not cancel the contract after 3 days of signing. It was estimated that work would be completed by January of 2022. We stayed on contact (text) With sales person. We were estimated repeatedly that work would be done soon in April then. May then June then July, August, and now September of 2022. The business does not answer the phone line. We have been in contact with the president of the company, ****** They have given a different excuse every time they have moved the date: covid among crew, weather, materials shortage, labor shortage, unforeseen circumstances on another job. It has been days short of a year of signing the contract. We are now having to wait to have other work done that is pending the replacement of dilapidated deck and siding (exterior doors, gutters) and we are unable to look into buying a bigger home to accommodate our newest child. It is causing hardship for our family and we have no indication that work will actually be complete. We have no set date that work is scheduled to start.

  Business Response

  Date: 10/07/2022

  I have been in touch with Ms. **** on Monday.  We gave her options to address the complaint.  I have left messages for her attorney.  

  Customer Answer

  Date: 10/11/2022

  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  My attorney has recurve received no direct communication from premiere and had attempted to reach him multiple ways. He had not given us ways to complete the job. He has put us in touch with a new company to start the project from scratch using none of our original funds from the 24k dollar deposit we gave. This is not acceptable. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 11/04/2022

  11/04/2022: Mediator sent an email to the consumer regarding mediation process.

  11/09/2022: Mediator left a detailed voicemail for the consumer. [CR] This is ***** **** returning your phone call about from your exterior solutions and mediation process. I want to give you a status update if you could give me a call back around noon. My phone number is ***********. Thank you."

  We are working with our lawyer, he sent a demand letter that this company failed to address, we are now working on a lawsuit to get our refund.