ComplaintsforUS Home Exteriors

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed the agreement on January 23, 2023 to fix the leaky gutter originally installed by the company's predecessor, Gutter Magic, 2004 to install Gutter Magic, a type of gutter guards. Although the original contract is "life-time" warranty, the company asked me to pay for the repair as the same spots repeatedly leaking. I agreed to pay and the company this time told me the repair should be good to stop the leak for 2 years. However, after 2 weeks, the same spots started to leak again. I repeatedly request to come back to fix via phone, email and from the company's website, the company never responded. Then, winter came. It is not the good time to fix. Now, I see the leaks are getting significantly worsened, leaving stains on the back faceboard. I want the company to fix the issue immediately before it causes structural damage or credit the money I paid and then, I can hire another company to fix.

  

  Business response

  03/19/2024

  I have attached a copy of the service contract and why he was charged for the service is in the description of the contract. His issues were not covered under the "lifetime warranty" as stated on his contract.  We replaced 10ft of GutterMagic on the side of the garage, and the corner behind the garage, and caulked the gutter above the bay window on the back of the house due to it leaking on both corners of the window. ***, our production manager also went out on April 26, 2023, to clean the GutterMagic system, he did a water test to make sure there were no leaks and found none. We have not heard from ************** since we scheduled the last service in April 2023. It was scheduled April 13, 2023.   ************** states that he has contacted our office repeatedly and we have not heard from him since April of 2023.  We would be glad to go back out and check his issue, but this is the first that we have heard from him that he still has an issue.

  I've attached the two inquiries received from ************** that we addressed and a copy of his contract.
  

  If the customer wishes for us to come back out we will be glad to contact him and set up an appointment. 

  Customer response

  03/19/2024

   I am rejecting this response because: Attached is the proof that I have been attempting to contact to the business to do their job done right.  

  I called several times but no answer.  

  I am not talking about the life-time warranty for the original contract with Gutter Magic, but the job done this time with the new work order at the time the technician told me that the repair should last at least for 2 years.  But, the sections the business touched started to leak in a couple of months and the leak is getting worse.  

  
  
  

  
  

  

  Business response

  03/27/2024

  First of all - that email address is not longer in use. **** email is ********************* That is why he never received a response to his email of February 29 of this year.  Also, one email is not contacting the company several times and we have a phone number. If the customer did not get a response to his one email then why did he not pick up the phone and call us. 
  

  I am not saying that we will not service this customer, but he needs to contact us at the email noted above or our phone number, ************. Or we will be glad to contact him and schedule an appointment for him. 

• Initial Complaint

  10/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contracted US Home Exteriors in 11/21/2022 and in December 2022 gave one third of total amount as an initial deposit to 1)Extend existing deck from 32'x10' to 32' x 14'; 2) Build four/all season sunroom 24'x14'. Builder obtained permit 4/24/2023 and started working on the project. We noticed few flaws in the railings, stairs/steps as work was completed and it raised our concerns about the workmanship. We were told sunroom is complete. We asked them to redo the stairs and also hired an independent home inspector; stairs redo work was paused until the inspector report came. Report alarmed us: Many things were not as per the code: Roof overhangs, Deck railings support, Steps/Stairs footing on ground, under deck support, attachment of sunroom to deck posts and to house, wrong sunroom door, uneven sunroom sub-floors, lots of dents on trim and ceiling, water leaking from the sunroom door and walls, water leak from skylight. Most importantly we found that the builder does not have appropriate license to build this project:Builder failed to furnish General Contractor License, the contracted amount was more than double of $ 30,000. We found they cannot work on project above $30,000 without General Contractor license while in the Permit they falsified and put cost as $28,700. We still agreed to pay them fairly and in full if they could do the right thing by getting a General Contractor to pull out appropriate permit reflecting the contracted cost and professionally fix all the issues pointed. Instead we were threatened that he will file a lawsuit/put a lien on house. He has failed to correct all those issues despite waiting for several months patiently. We recently let him have his insurance company come and take a look at the site but since then, the owner has not responded to our multiple emails. The work site is not only incomplete but also unsafe for us to be around with kids. We have spent additional money to fix the sunroom door and do caulking to prevent further water damages but still the water continues to leak. We would like them to remove this unsafe structure, and refund.

  

  Business response

  11/30/2023

  ****** KC did contract with our company to install a patio room and enlarge their deck. We started this very large project and during the entire install the customer complained that it was a box. Well if you are building four walls you will have a box. Realizing they were unable to change what they ordered, they began to add things that were not on their contract. We did all that the customer asked which added on to the time on the job by several weeks costing our company thousands of dollars. When we were just about done with the job, final sealing and remaining items on the inspection report which we agreed to do, we were asked to leave the job by the Mrs and their neighbor.  It’s important to state here that the structure passed all inspections.
  

  The customer asks for a refund but he only paid a deposit, which didn’t even cover the cost of the materials and then there is labor and not to mention all the “add ons.”  
  

  The issues the customer is having with his patio are all due to the fact that the job was not completed. All of this would have been avoided if the customer would have only let us finish the job, not to mention they accepted what they ordered and contracted.   

   

• Initial Complaint

  11/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have been a customer of US Home Exteriors (the firm) for several years. The essential background is that in late 2019, the firm advised that a re-roofing operation had immobilized and otherwise damaged the gutter helmet/plates with nails. This prevented the firm from removing for cleaning operations. After removal of the plates, the firm assessed which could be reused and which had to be scrapped. On 01/08/2020, the firm provided an estimate "To repair damage due to holes in the Gutter Magic and restore the warrantee of product." None of the firm's requirements were contested by either the home owner (myself) or the roofing company, which honorably and with a customer-first business model volunteered to pay for the repairs and did so. Both the roofing company and the home owner were advised that the warrantee was restored after the Gutter Magic was restored solely by the firm's personnel. Indeed, the firm resumed sending technicians on request. The last three technician visits went as follows: (a) on 10/04/2012, the technicians arrived after my request to unclog all the gutters and make certain repairs. They made a hole in one of the helmets, which I am sure is not a recommended repair. Nor did it fix the problem. (b.) A scheduled visit on 11/01/2021 did not take place and I was not notified, costing me a day. (c.) A technician visited on 11/11/2021 and after a brief look said that he had found Phillip screws and that they do not use such screws, He asked if there had been any recent roofing operations; I replied "no," He contacted the firm and left. I attest and affirm that since US Home Exterior restored the warrantee, no one has been granted access to my roof except for US Home Exterior technicians. Since US Home Exterior, my roofing company and I have copies of all pertinent documents and e-mails, I will not download any of these at this time.

  

  Business response

  02/24/2022

  In November 2011, we installed  a complete *********** system.  This system is installed with Quality Edge panels, end caps, ported panels, smart brackets, and screws that are all supplied by the manufacturer.  Over the years the customer has had some service calls that we responded to and fixed, even replacing damaged panels.  The last call we received by the customer indicated that his system was not working properly.  When we went out to inspect the situation, we discovered that the customer must of had some roof work done on his home and whoever did that work, removed, and reinstalled the *********** System, which voids his warranty.  The evidence of this is that whoever reinstalled the *********** System used Philips’s head screws to reinstall the system. We also have pictures if you need them. We never use these types of screws because the manufacturer supplies the correct screws with every job we install, so there is no way we could have done this. 

  We have offered to repair his system and install it correctly, but the homeowner needs to do two things.  One, he needs to contact the company who reinstalled his system to remove it and the screws.  We will not remove anything that has been installed on a home that we did not install, and these screws are screwed into his roof.  In this case, the installation affects the customer’s roof, and we will not take on that liability.  Second, there is a charge for the new panels and labor, which the customer has refused to pay.

  The customer continues to insist that we did this, and I know without a doubt we did not.  A seasoned installer installed his job and there is no way this could have happened.  We will be more than happy to take care of this for the customer, but he has voided his warranty and until he gets the issues noted above taken care of, we can’t take on the liability.

   

  If you have any questions or need anything additional, please do not hesitate to contact me.

   

   

   

   

   

   

   

  Amy C**** Vice President O: 888.282.6244 X1001 P: 336.395.1068 E: [email protected]

  
  

  Customer response

  02/25/2022

   I am rejecting this response because: The vendor knows very well that they approved their system following their reinstallation after my roofer removed all nails and the vendor selected which panels could be reused and which had to be replaced. They WERE paid for their redo and agreed that the Warranty was back in force. The proof-positive is that NO ONE has been on my roof since their REDO and notification. They are welcome to scan the business community for any of their alleged activity on my roof. 
  
  
  

  

  Business response

  03/17/2022

  Hey Melissa -

  We have dug a little deeper into Mr. *********’s issues and we are going back out to his home on Tuesday, March 22.

  Amy C**** Vice President O: 888.282.6244 X1001 P: 336.395.1068 E: [email protected]

  
  

  Customer response

  03/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. US Home Exteriors has shown good faith and the service appointment was kept as promised.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were told US home exteriors only have internal employees but they sent sub contractor to do work that didnt know what or how to do the work. We have Pictures and video evidence. US Homes fired the sub for all the damage done to my home. US homes sent another sub-contractor to finish the job but still very unprofessional. Leaving nails, staples, trash, cigerette butts, sweat towels and clothing all over my property. Told job would only take 1.5 days. Took 15. Showing up at night sometimes but never on time. We finally settled with the horrible siding job that devalued my home buy paying in full. US homes did not pay the sub contractor and one month later recieve a certified letter that a mechanics lean has been filed against my home. This was brought to US Homes exteriors attention but they said it was a fake. We found that not to be true, it has been filed. Thus making this a fraudulent lien. US homes is now telling us that their attorney said that we need to pay the window job off (other contract not with the sub that filed the lein) that has not even been completed yet so they could file a motion to strike" Obviously trying to sweep this under the rug so they can wash their hands and walk away. We have been pulled through the mud in so many ways. The subs even brought females on my property that damaged my plants by pulling off leaves and throwing them at the sub as for fun and games. We asked that the females leave the property but the sub said they were invited by them. My family is now suffering with all this going on...the stress and the pain dealing with worring and knowing that my investment is now worth less and my credit and the fact of an fraudulent lein on my home and US homes is doing nothing about it other than bieng so condensending. The window job is still in progress but the windows are not installed correctly. The windows were measured incorrectly to big so the installer told us they couldnt do it correctly because of this.

  

  Business response

  11/22/2021

  Below is our general response.  Please be advised that we can provide more in-depth details if needed.

  First of all US Home Exteriors will always do whatever it takes to get a job done correctly to produce a happy customer. We have never hidden the fact that we use subcontractors. Unfortunately, the crew that started this siding job had some unexpected issues. They had done great work for us in the past but not on this job. When that became evident to us we had to send in a new crew to redo all the work that was previously done. We did that at our expense for materials and labor. When the siding was done the customer said they were satisfied and paid the bill minus a very generous price reduction for their inconvenience. Later we started installing their windows. Everything went relatively smoothly and the job was beautiful. We later received an email that said they were not going to pay the remaining balance of $500 because of legal fees to fight the unlawful lien placed on their home. We did not act legally on their behalf as this seemed to be a closed sale. This complaint was delayed in getting to us because it was emailed to a former employee by mistake. Hopefully the customer considers this matter closed by now. US Home Exteriors is committed to stand behind our work and help our customer with this lien as necessary.  

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had the gutter guards installed - they completed the job at night in the rain. The crew left a ton of screws, metal etc in our yard. They wanted to be off on Friday so they rushed. We then had our roof replaced. We tried to get them out here to remove the guards - we were told they would be replacing any rotten wood that was found which they did not. Now we need them removed and no one Will come do this job. It appears we have a better chance at winning the lottery than getting them here to do a service that we are paying for. They never answer the phone or return phone calls. Horrible customer service and work quality. Sold promises they could not keep

  

  Business response

  12/03/2021

  Mr *********’s gutters we’re done over a year and a half ago. When he purchased the gutter magic system for his home, he was told and it clearly states on the back of the contract that he signed, that we, US home exteriors, should be the only people to remove the panels. Mr. ********* did not get his roof from our company and had another roofer put his roof on. That roofer nailed his panels down into the shingles of his roof which voids his warranty. He is right, we will Not remove the gutter magic, because that involves us to mess with his new roof. We will not do that and be liable if there’s any damage to his roof. We have explained this to Mr. ********* on several occasions and to no avail he does not seem to understand the liability that we would incur if we remove those panels and not his own roofer.  This case is basically a warranty that is voided and the customer is trying to get us to take responsibility. The responsibility lies with the roofer who did his roof. 
  

*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. ↩