Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had my roof replaced by this business under a contract that said it was a life long roof and I had a 10 warranty that expires on 12/2023. I had one stains in the ceiling. One person came from the business and poked a hole in the ceiling and stated that he would be back, and he never came back. That has been a year ago. I called the business and they stated that the person that poked the hole in my ceiling no longer works there. I have been calling since then and they will not return any of my calls. I need a new roof and I need them to fix the problem that I have, and also to remove the mold that I have.
Business response
10/02/2023
To whom it may concern,
I hope this message finds you well. My name is ****** *********, and I am writing to you as a representative from ACI Roofing and Exteriors who has been assigned to handle and resolve the case under file number ********. I appreciate the BBB's role in facilitating communication between consumers and businesses and take customer concerns seriously. Please allow me to provide some essential clarifications regarding the customer's claims.
- ACI Roofing and Exteriors' Reputation: ACI Roofing and Exteriors takes great pride in its reputation for providing high-quality roofing services. Over the years, we have successfully replaced thousands of roofs for satisfied customers without receiving any complaints.
- Inaccurate Statement: The customer alleges that "One person came from the business and poked a hole in the ceiling and stated that he would be back, and he never came back. That has been a year ago." I wish to clarify that we have not been able to make contact with this customer regarding the reported issue, and there has been no record or documentation of such an incident from our side.
- Unsuccessful Attempts to Contact: The customer further claims, "I have been calling since then and they will not return any of my calls." Contrary to this statement, we have made several diligent attempts to reach out to this customer in an effort to understand and resolve any potential concerns. Unfortunately, we have been unable to establish contact with her.
- Desire for Resolution: ACI Roofing and Exteriors is fully committed to resolving any legitimate concerns or issues our customers may have. We sincerely wish to address any problems and provide a reasonable resolution. However, due to our inability to contact the customer, we are currently unable to investigate or take appropriate actions to resolve the reported issue.
- Request for Assistance: I kindly request the Better Business Bureau's assistance in facilitating direct communication between our company and the customer. I ask that the BBB reach out to the customer on our behalf, providing her with our contact information: ************. We believe that direct communication will allow us to better understand her concerns and work towards a resolution.
- Dismissal Request: In the event that the BBB is unable to make contact with the customer or if the customer does not respond to our attempts at resolution, we respectfully request that the BBB consider dismissing this case. We believe that there may be misunderstandings or inaccuracies in the information provided by the customer, as we have not been able to verify her claims.
I appreciate your attention to this matter and your commitment to fair and equitable resolutions. ACI Roofing and Exteriors remains dedicated to maintaining our reputation for excellence in service and customer satisfaction. I look forward to your assistance in facilitating communication with the customer so that we can address any concerns and seek an amicable resolution.
Should you require any further information or documentation from our end, please do not hesitate to contact our office at ************.
Thank you for your understanding and assistance.
Sincerely,
****** *********
Initial Complaint
04/01/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
My wife and I met with, researched, and received proposals from several companies before deciding upon ACI Exteriors in April of 2022. This involved two projects, first our roof and depending on how well that went our home siding. Our roof was completed in May of 2022 and was a great experience. With that, we decided to also engage ACI Exteriors for our siding project. We signed contracts in June and waited until late October 2022 before the project was started. This experience was and continues to be an absolute disaster.I suffered property damages of $12,907. Larger expense damages included 12 window frames that were broken (inspected by two third-party companies), replacing of hot tub cover and side panels, landscape lights and plants repair/replacement, decking and covering scrapes and punctures. During the project, we experienced recklessness toward personal property and safety. We brought these concerns to the attention of *************************, owner of ACI Exteriors, multiple times which was met with apologies and promises of more care. Unfortunately, these practices only continued and worsened. Examples include contract features not being done at all and haphazard workmanship with attempts to cover up damages and defects. Once ACI Exteriors wrapped up work, we found multiple issues. Lights not working, fixtures not screwed in, wires not secured in electrical boxes and so on. Well over three pounds of screws, nails, razor blades and the like that my family and I have, and continue to, pick up. The back of our home had to be treated multiple times as their crew used it as a public rest room.Based on discussions in February with *************************, ACI Exterior Owner, he stated that he would: 1.) Provide a paid-in-full receipt; 2.) reimburse us for all property damages; and 3.) provide all warranty details for the roofing and siding. As of this writing on 4/1/2023, despite commitments by him and follow-up calls by us, he has not done so.Customer response
04/19/2023
The business has reconciled with me and I would like to close my complaint.Business response
04/19/2023
Met with homeowner and resolved all issues. Customer was satisfied with resolutions.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.