ComplaintsforThe Exterior Company

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called TEC to come out and fix an exterior leak in late spring. Every time it rains we get water pouring in from our upstairs bedroom ceiling. They looked at the ceiling where the leak was and checked out our attic. I was told that the leak was coming in from the roof due to deck board spacing and water getting under the shingles. I explained the attic floor had never been wet, we had never seen water, and we had never had water damage or wet spots in the attic. They guaranteed that replacing the roof would fix our leak and they didn’t want to check the rest of the exterior. I disagreed but went on his word. The question of what would happen if replacing the roof didn't fix the leak had been brought up multiple times. We were constantly told replacing the roof would take care of the issue, and if the leak were not due to the roof, TEC would fix the issue and make it right. Once we signed the contract and put the deposit down, our experience with TEC changed. After the installation of the roof, we had to clean up lots of shingles, they never came back out to inspect the job or clean up, we found many nails all over the place, and the leftover materials were left in the middle of our lawn for a week. We were hounded for payment. not even 24 hours after receiving a bill. The leak started the first time it rained after replacing the roof and the company refuses to do anything about it. I have spend 4+ months and spoken with 3 different people and no one is willing to make it right. It is undeniable that instead of completing the proper exterior inspection to find the leak, TEC saw an old house with an old roof and thought they could upsell a project from a small 1-2 thousand dollar project to a massive $17,000 roof replacement project. That is entirely unethical and not an acceptable way to do business. TEC was paid for a service with a guarantee of fixing the issue, and they didn't follow through.

  Customer response

  11/07/2022

  I have not heard a response from the business. I have been following up with weekly phone calls and I am constantly being told someone will be in touch. No one has responded or reached out. 

  

  Business response

  12/22/2022

  Regarding **********'s complaint: after receiving ***********************'s complaint, we investigated the claims made. We determined that **** ************* was frustrated because she continued to have water infiltration issues (later diagnosed by her as a window leak) after TEC replaced her roof. She alleges and is under the impression that by replacing the roof, we committed to resolving all potential exterior leaks; whereas our stance is that the roof was compromised and in dire need of repair, so this would be the first, most logical place to start in the diagnostic process. Her insurance company approved the roof claim, deeming the roof failed and needing replacement. TEC performed the work that insurance company approved—and while TEC understands ****************'s frustrations regarding additional/further leaks, TEC stands by the necessity of the roof replacement; if the roof was not in need of replacement, it's very unlikely that the insurance company would have authorized and paid for the replacement. Nonetheless, in the pursuit of customer satisfaction, TEC offered a $500 credit AND repair of the leaky window at no charge. *********************** did not accept this offer, citing that they did not want TEC to repair the window and demanded a minimum credit of $1259. In hopes to leave *** ************* with a favorable impression, TEC accepted this proposal and sent *** ************** a settlement agreement reflective of the $1259 credit. To date, TEC has not heard back from **** ***************, and the settlement agreement remains unsigned by *** ***************
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof replaced is 2014, we purchased the warranty for an additional fee. I was recently looking for the warranty and realized we never received it. I called and found out The Exterior Company never registered our warranty. I called ***, they said TEC would need to call and register it. I have called 5 times in the last few weeks, and still have not received the warranty. I want the warranty that I paid for. Its that easy!

  Customer response

  11/01/2022

  No, we have not received a response yet. 
  
  ***** & ************************;
  

  
  

  

  Business response

  12/22/2022

  ***** & *********************** Complaint # ********
  

  
  We had our roof replaced is 2014, we purchased the warranty for an additional fee. I was recently looking for the warranty and realized we never received it. I called and found out The Exterior Company never registered our warranty. I called ***, they said TEC would need to call and register it. I have called 5 times in the last few weeks, and still have not received the warranty. I want the warranty that I paid for. Its that easy!

  
  

  Regarding *****'s complaint: upon receiving the complaint, we investigated the claims ************** that, indeed, the upgraded *** warranty was mistakenly never registered by TEC. *** reached out to ************* via phone call (left voicemail) and followed up with a text message to inform her that we received her complaint and that we were in touch with *** to get things resolved. We worked with our *** representative, who worked with ***'s internal warranty department, to have the warranty backdated and applied to *****'s roof. TEC kept the ***** updated via text message throughout the process and thanked them for their patience. Ultimately, the warranty was furnished and the ***** were updated with the registration # via text and informed that *** would send their official paperwork in the mail. ************* seemed agreeable and happy with the effort and resolution in light of the initial oversight that led to the complaint. 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with The Exterior Co. A.KA. TEC March 2022. The project manager was Jordan B********. The Ins. co. agreed to pay for the 3 roofs - house, shed & hot tub and new capping on 4 windows. Work commenced on 5/24 & 5/25/22 late into the evenings. All the materials were removed but the capping. I was told they would be capped in a few days. Then the capping disappeared. Completion photos were taken 6/7/22 & 6/16/22. 6/17/22 received first ebill for balance. 6/27/22 had a rainstorm and hot tub leaking at skylight. Video taped it and sent to Jordan. No reply. On 7/1/22 2nd ebill for balance. Called office about bill, leak and no capping. They sent Austin to caulk the leak. ******** repair only. 7/6/22 3rd ebill for balance. Called office again about situation and said if it wasn't going to be completed then issue an adjustment for me to hire a new contractor to finish their job. On 8/8/22 Jordan called about balance due and said office gave back to him to handle. I asked for adjustment to hire new contractor and he said no way would they issue a refund. On 8/10/22 capping shows up. 8/19/22 capping removed. I texted Jordan asking why it was removed and his direct quote “because you openly said you were going to sue TEC and retain $**** from the total bill. Do you think that would be a good idea for me to have TEC spend more money on your property when you openly said you’re going to not pay us?” I NEVER ONCE said any words about suing but I did ask for an adjustment to hire a new contractor to finish their job. He replied back “take it up with the office. I’m done here. Ask for Joran Norwalk he’s our company attorney”. I find it ironic that he says "spend more money on my property" when you NEVER FINISHED the job!! Is it alright to charge me and my insurance co. for repairs to my house that you never completed and expect me to pay? As of today 4 windows not capped and leak not properly repaired. I will not deal with Jordan again!!

  

  Business response

  09/30/2022

  Hello ****,
  
  First, thank you for your business and your initial trust in TEC. We're saddened to hear that you were left with a less than stellar experience and want to assure you that despite the hiccups, we're committed to delivering on our word and seeing your project through. I apologize for the delay in response, but it looks like in the interim, action was taken to correct your concerns and tie up loose ends. From my vantage point, there is no remaining work to be done or balance owed on your end. Nonetheless, I'd like to 100% make sure all of your needs have been addressed, so could you please reach out to me directly at your earliest convenience? Feel free to email me at ***********@TECroofs.com, or call the office and ask for me directly.
  
  Again, we apologize for the speed bumps, but will make sure you are left with what you expected. Looking forward to moving forward.
  
  Thank you
  Joe H*********

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting on December 15, 2021, The Exterior Company, aka TEC, hereinafter referred to as TEC was to install a new roof on my house for in excess of $31,000, including some insurance reimbursement for hail damage. TEC has not completed the project in that there are scores of shingles not adhering to the roof. TEC has gone silent and does not respond to my communications. Also there were many problems with the installation, for which I have the below questions and want TEC to provide truthful answers:- Why are the shingles not properly adhering to my roof and two months later, although the project manger promised to fix all defects that was not occurred?- Why didnt the Project Manager state up front that there was an extra charge for detaching and reinstalling the gutter guards?- Our contract requires the project manager to do a final walk around to confirm completion of the project. Why was that not performed, although I requested one and why did TEC deem the project finished, although I never executed a Certificate of Completion, also required by the contract?-Why didnt state in your contract that the work crews are independent contractors?- Why were there no safety protections taken for the work crew? They were no hard hats, no safety harnesses and why was the crew allowed to work for hours in the dark with debris unsafely scattered around the worksite?- Why was the crew allowed to drink beer during the project?- Was every member of the work crew a legal immigrant or had valid work visa? - Why is the email reply address for TECs warranty manager bogus, i.e. a series of letters/numbers that you cannot submit a claim to?-Why was there no port a potty for the crew?-Why was the crew allowed to litter my and neighbors properties with cast offs from their meals?- For the damaged caused to my house under the driveway side windows why did you only cover up the damage and not repair it?- Why have you not forwarded requested itemized invoice?

  

  Business response

  03/21/2022

  
  Hello *******,
  
  Thank you for outlining your concerns. Of course, were disappointed to have any customer experience escalate to this levelknow that were committed to an amicable resolution and, hopefully, a restoration of confidence. Speaking directly to your request for us to finish the project, let us start by offering to visit your home to evaluate your concerns. There is a period (weather dependant) for shingles to fully settle, but for your confidence, we want to ensure the installation is correct and resolve any outstanding issues. We would like to perform a complete walkthrough of your project with you at this visit to ensure your satisfaction. Please email [email protected] or call ************** to schedule this visit at your convenience.
  Regarding your concerns about the work crew, we greatly appreciate this feedbackits evident that the crew was not operating to the high standards that we uphold. Safety and cleanliness are job site requirements for our company, and we apologize that you feel these were lacking. Know that we will firmly address this with the specific work crew.
  Our project managers are experts in estimating, but unforeseen conditions are admittedly always possible. Your gutter guards proved unsalvagable only once we detached them. We apologize for this and understand how frustrating it is to be surprised by unexpected circumstances. In the future, we will be more carefully considering similar conditions as we see them in the field.
  
  Wed like to ensure you feel the job is finished satisfactorily as the next step. Again, we are incredibly disappointed to be at this point, but we genuinely appreciate your feedback and look forward to our site visit with you to resolve any outstanding issues. Again, to schedule, please email [email protected] or call **************.
  
  Thank you

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my roof replaced in October 2015. In October of 2019 I had shingles come off on the ridge cap.I contacted them for several months before they came out to repair (January 2021). In October 1 2021 I had lost more shingles near the ridge cap. I sent them a certified letter stating I would like them to pay for a new roof from another company or pay my insurance deductible to pay for the repairs. I also asked them to look at the flashing around the chimney since it did not look like it was fixed correctly. I had a roofer come and give me an estimate to do the repair. The roofer stated that the flashing is in bad shape and the ridge cap was done correctly.

  

  Business response

  04/29/2022

  Hello ****,

  
  

  I'm truly sorry to hear you have concerns with your roof. To establish a relevant history, the timeline of all TEC service on your home is as follows:

  
  

  11/15 - TEC performed full roof replacement.

  1/21 - TEC replaced a displaced ridge cap shingle. Out of 2 year warranty period, so $250 service charge appliedbut TEC effectively waived the service fee by issuing a $250 **** gift card to homeowner.

  10/21 - Customer had issues with roof/potential leak. TEC investigated and found damage to clearly come from nearby falling tree section. Our service technician investigated the entire roof and specifically noted that the chimney flashing and shingles are installed properly. 

  
  

  Your latest concern seems to be based on another roofer's assertation that the chimney flashing is not installed correctly, and that you'd like to be reimbursed for replacement cost. However, you don't indicate any symptoms/concerns that allude to this being the case. Because our service technician previously evaluated the condition of the chimney flashing and deemed it to be executed properly (10/21), and that we are well outside of warranty period, we cannot provide funds for ******* flashing replacement. If you are having active issues with the flashing, we'd be happy to evaluate and give a quote based on what we recommend. 

  
  

  Regarding the ridge cap shingles, it's not clear if you're requesting replacment (or equivalent funds) for all ridge cap shingles, or if you're having a specific issue that you're hoping to resolve. Could you please clarify your concerns and requests pertaining to the ridge cap shingles?

  
  

  We'd love to continue to be your trusted roofer, and stand by our work, warranty, and contract. If we have dropped the ball, we will make it right. But right now, it's not immediately clear how that *** be the case. We welcome feedback and are happy to discuss in further detail.

  
  

  Thank you

  Customer response

  05/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I questioned the chimney flashing 2 times and was not ever given an answer. If you think the work you done looked professional then that is horrible. I am not asking for reimbursement for the ridge cap even thought that was not also properly installed. I have had nothing but headaches with your workmanship form the 1st time that I lost shingles on the ridge. I was told it was the wind. Funny no one else had shingles coming off with the weather. Yes I took ownership of the whole. Luckily I caught the flashing before there was major damage as that happened to my neighbors house from your company. That is fine you will not reimburse me for the chimney flashing. I might just have to consult a lawyer and see my options. Either way I will make sure everyone know what kind of work your company does and treat their customers. I will never do business with your company again. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 8, 2021, I signed the contract with TEC to get my roof replaced. For two months, I received no more contact about when the job would get done. On September 29, 2021, TEC came and replaced the roof. On October 3, 2021, there was a rain storm and the roof started leaking in several locations. Several leaks persisted in the sunroom and the other in my bedroom. After calling them about this problem, some people came to fix it but all they did was caulk the roof. The next time it rained, the roof leaked again and I called them. Again they came and just caulked the roof. The caulking did not fix the problem and the leakage in the sunroom is progressing. They told me that the skylights needed to be replaced and they were the cause of the leak. I have lived in this house for 16 years and the roof was never leaking prior to TEC replacing it. I did not want to change the skylights and was sure there was another solution to this problem, however, all attempts at communicating with TEC about fixing the leak are being met with no response. Since TEC was no longer responding, I had another roof expert come and take a look at the roof. I was informed that the skylights still had another decade before they needed to be replaced and that the cause of the leak was like due to the lack of or poor installation of the flashing kits around the skylights as well as the lack of Winterguard (ice and water barrier) under the shingles. With the roof being very flat, this barrier is especially important but TEC never installed it. I understand that the contract says that TEC is not responsible for old parts, however, this leak is occurring due to poor installation and as such TEC should be responsible for fixing it. The lack of communication as well as the growing problem that is destroying the interior of the sunroom has caused me a lot of distress and I want it to be fixed.

  

  Business response

  01/27/2022

  Hello ******,
  
  Thank you for outlining your experience with TEC, and for clarifying your concerns. It’s certainly disappointing to hear a customer’s recount of anything less than a stellar experience with our company, and know that we truly want to find a reasonable solution to restore your confidence in our product. In no way are we suggesting that recurring leaks are acceptable. If they aren’t due to our work, we want you to feel resolved and confident in our explanation as to why they are not. If they are due to our work, we want you to feel confident that we’ll fully own our responsibility to rectify them. I’ll outline our company’s position on the information that we have:
  
  To start, it’s our company’s position that anytime we replace a roof, any existing skylights (with remaining service life) always require replacement flashing kits. If those kits are not available by the manufacturer and/or are discontinued, we always recommend replacing the actual skylight assembly with a current model, so new flashing kits can be used to properly seal them. At the time of contracting, the correct flashing kits for your existing skylights were deemed to be discontinued and unavailable. As a result, the project manager recommended replacing the skylight assemblies, which you declined to do. The existing flashing kits were then reused against our company recommendations, which are now a potential source of leakage. This is not a recommended course of action, and our signed contract even specifies that any leakage stemming from reused skylight flashings is not eligible for warranty coverage. This is how we understood the situation and based on these facts alone, we’d continue to hold our position.
  
  However, since reviewing your complaint, further research shows that all the above facts are not true. We mistakenly misidentified the skylights on your roof, and after confirming with the manufacturer, we have found that we can get replacement flashing kits for your skylights. Because of this, we feel we fully own the responsibility to have known this and to have presented them as a necessary component at the time of roof replacement.Regarding your concerns related to proper underlayment installation: the replacement skylight flashing kits include the self-adhered underlayment that is required to properly seal the flashing kits. Beyond the skylight integration, the shingle manufacturer requires enhanced underlayment on your roof, since it’s relatively shallow (2/12 pitch). The entire 2/12 facet of the roof requires either synthetic underlayment installed at a higher overlap rate OR the use of synthetic self-adhered ice and water shield. We don’t have reason to believe that we haven’t followed the manufacturer’s specifications here, but nonetheless, the resolution I’ll propose below will address any deficiency present.

  We’re proposing to remove the shingles on the roof facet being discussed (section “L” in the attached diagram), evaluate the underlayment installation, and replace ANY that is not installed to manufacturer’s specification, remove the existing skylight flashings and replace with new manufacturer’s supplied kits, and installing new shingles on the entire facet. We feel this would address your concerns in the most certain way possible, as well as expose and rectify any other underlying concerns to hopefully restore your full confidence in your roof.
  
  We hope you find that resolution to be reasonable, and we look forward to hearing from you. We’d be happy to get this on the schedule as soon as you permit.
  
  Kindly, 
  Joe H******

*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. ↩