ComplaintsforValley Exteriors, LLC

• Initial Complaint

  09/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband and I hired this business to do our roof/siding/windows. Said business has only completed our roof. They have pushed our siding off for MONTHS. They have said it would be 6-8 weeks, then 2-3 weeks, then 2 weeks. After contacting them to ask to speak to a supervisor or Manager to find out our project manager was the owner, to express my frustrations, the owner/project manager *** told me if I wasnt satisfied I was more then welcome to find a new company and cancel our contract. When I did this, he has continued to send messages that we now owe him a restocking fee or have to have them complete the project because all of a sudden they are ready to do the project after months of putting us off. I write contracts for a living and no where in our contract is there a cancellation policy/clause that says if we cancel that we have to pay X amount of dollars or pay a restocking fee for materials. *** himself is the one who told me I was more then welcome to go find someone else. I would like for this company just to leave us alone. There is no verbiage in their contract about cancellation, the owner told me to find someone new if I wasnt happy (which I did) and now that I have and then project is actually almost completed because it clearly doesnt take months he is harassing us over a restocking fee he is not owed. I had told *** from the beginning of this project I had turned down another company because they couldnt complete our project until fall, it is now almost Fall and he wasnt going to have our project complete either. I feel like Valley exterior has mislead us from the very beginning. The company I hired on Tuesday has already started yesterday and was thousands of dollars cheaper

  

  Business response

  09/03/2022

  We did contract with this homeowner to complete repairs from an *********************. Since this storm caused widespread damage in the area, we received an unprecedented amount of inquiries for help, and most of them included both roofing and at least some siding. From the start we were upfront about how there would be two timeliness, one for the roof portion and a different, likely much longer one, for the rest. This was the same messaging everyone received. The reasons are pretty simple. Out suppliers are still behind from pandemic related shortages/delays and, since siding projects take more time than roofing ones, it was always going to take longer.

   

  One of the homeowners in this case, *******, did express to me (*****) at one point I THINK in June that he was concerned that the work would not be completed before the end of summer. I told him I could not guarantee that it would be but that I thought it likely. It is still summer as I'm typing this for what it's worth.

   

  Anyway, this homeowner did contact us to express frustration with the timeline on August 8th  and we did tell her that it would be at least another couple of weeks on the siding and the windows were yet TBD. It is not unusual to wait months for windows in the current market. It's frustrating for all involved.

   

  Where our stories differ is in the other details. We told them we'd look into canceling their material orders if they wanted to work with someone else. The response from them was they they just wanted more communication. We assured them they we would keep them updated as soon as their material came in.

   

  Meanwhile, we made it an internal priority to get their work done AS SOON as possible, even moving them ahead of others who were actually in line first so that as soon as the materials came in, it'd get done. That was literally going to happen the upcoming week of September 5th but before we could tell the homeowner they contacted us saying they'd run out of patience and wanted to cancel. At that point we gave them three options, we can still start the work the following week, they can cancel entirely but have to cover our restocking fee since the materials were now in, or cancel with us but we'd give them the materials at cost of they wanted to use them. All of these options seem reasonable to me. However, literally the only response we got to these options was this BBB complaint.

   

  We wanted to satisfy this customer and have acted courteously and professionally throughout. I don't think this customer acted in good faith by hiring someone else without telling us first and giving us no heads up that a cancelation was likely coming, which would have given us time to cancel their order before it was in.

   

  To address her specific resolution request not to contact her, we have no intention of pestering her with unwanted communication. That said, we do have a financial contract to resolve. It appears the only remaining option there is to resolve the restocking fee so we can both go our separate ways. 

  Customer response

  09/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  

  Business response

  09/06/2022

  I believe the documents that ******* attached to her complaint back up my explanation of the timeline. I still think that arbitrarily canceling the contract without any advance notice, especially when the job was about to start, was not acting in good faith. That said, I understand the homeowners became frustrated and presumably believed that we were not going to honor our end of the commitment. It's disappointing that our business relationship ended in this way and our goal is always to leave people feeling good about their choice to work with us. Whatever the reasons, we fell short here. So, I'm willing to let it go and consider the matter resolved without any further action on the part of the homeowners. Enjoy the rest of your summer =)

  Customer response

  09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  When speaking of good faith, we had our roof installed even after the contractor didnt meet their own timeframe that they gave. The day we signed our contract May 16th,2022 *** who we now know is a co owner put a sign in our front yard and stated this is so his crew could find our yard the next week when they would drop off the shingles and start our project. No one showed up that entire next week or contacted us. After that week passed ******* contacted *** asking what was going on, and he didnt have a time line actually couldnt really figure out who he was talking too. Our roof wasnt started until June 18th (Fathers day weekend). I have reviewed our contract because frankly I write contracts for a living and to have a valid cancellation policy you have to have in WRITING what the penalty is for cancelling, which ours does not. But, really how long can a contractor drag out a project? ***************** have said late summer BUT, *** who is our project manager said 6-8 weeks in May which I have attached, then 2-3 weeks on July 19th when ******* called him. Then 2 weeks when both of us talked to him august 8th. Then also, told me to FIND ANOTHER contractor again, giving him another opportunity to say if you do cancel here is the restocking fee, but, he did not. Again, I just want both of them to stop contacting us, the work is already done by, a reputable company who charged us far less and had it done in a reasonable time. They didnt drag it out for whatever reason that Valley exterior did.
  
  Regards,
  
  *************************

*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. ↩