ComplaintsforExterior Pros

• Initial Complaint

  11/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 2022 - gutters bent and tore crown molding and improper chimney flashing. Did not finish decking etc on 1 side. Paid for materials thru loan and excessive materials ordered and taken. We were not reimbursed and now paying interest on these. Contacted by phone and certified letter with no response

  

  Business response

  11/16/2022

  We have reviewed the complaint and customer file.  Regarding the left over materials, those were not purchased with the home owner's funds or financing funds.  We pay for extra materials (with company funds) to be delivered just in case they're needed so running short does not hold up the job site and then we return whatever is left that was not used.  Home owner was only charged for actual materials used.  Regarding part of the roof not being finished (small section of Northeast corner), a change order with credit was emailed to the customer on 7/14/22 at ****** stating "Credit for work not performed: Small section of back right corner of roof not completed due to work area not being safe & accessible for our crew, per our terms and conditions."  No response was ever received from home owner.  We are not able to replace that small section due to accessibility issues.  Regarding chimney flashing, "crown molding" (drip edge), and gutters, a service order has been opened and someone from our production scheduling team will reach out when a service technician will be available to take a look at these items and remedy, if needed.  

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Exterior Pros out of ********* was paid in full ********* for a tear off and a brand new roof. Work was finished Jan 2022. We had a big storm come through in July 2022 and the first layer of shingles around the home were not adhered to the roof. The plastic was never removed nor were they stapled down. I have extensive damage and I have been denied by my insurance company. The adjuster found plastic still attached to the first layer of shingles and they were not stapled either. He mentioned the work was not done to manufacture guidelines. In fact it was egregious what the roofers did to this home. This home is an ICON in the area. I have damage to my inside. ****************** has tried to help me navigate this situation. They have reached out to Exterior Pros via email with no answer. When they have tried to call and reach people and when someone at Exterior Pros answers they hang up. ?? I am confused on why they will not help ??? Please advise on how I should proceed. ***************************

  

  Business response

  09/13/2022

  We have no record of anyone calling in to report a roof leak prior to receiving a letter from ******************** insurance agent regarding the situation.  ******************** roof does have a workmanship warranty in place so if the leak would have been reported promptly after the 7/23/22 storm that's referenced in the insurance letter, our production team would've opened a service ticket and sent someone out quickly to investigate and remedy.  Now that Exterior Pros has been made aware of the leak, a service ticket has been opened and a crew leader will be scheduled to visit ******************** property as soon as possible.  ******************** insurance agent has been spoken with, updated, and stated she would contact **************** with the update. 

  Customer response

  09/14/2022

  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.
  
  

  I see the response below and now I am being asked to to reply by pushing either accept or deny.  I would like another option. Option being, to respond and ask for assistance now.  This would be considered an emergency type of situation. Leaky roof. And I cannot go up there to put a tarp on and I cannot afford to pay someone to do that unless I am able to recoup my costs.   

  
  

  There is proof of emails sent to them and the recorded telephone numbers with times and dates will prove they did receive calls prior to a letter certified.  I would like that on record.  

  
  

  I would like to accept. However, the company says they will take care of my situation as soon as possible.  What does that mean?  Tomorrow ? Two weeks ? Two months ? They have proven to me to be not as truthful.  From the moment the damage was noted inside there were called  right away,  IT has has been close to a month and a half since then.  Very unprofessional.  

   

  
  

  If they will give a specific time and date to me I would feel much better accepting.  I  don't think I can be jerked around any longer with the "not knowing  aspect of things.  It was so disheartening the lack of communication and the  pain and suffering caused due  to chasing these people for that month and half.

  
  Regards,
  
  ***************************

  Customer response

  09/15/2022

  I will need to have Exterior Pros send out someone(s) to assess and write a proposal to repair the damages.  I will need a written proposal to have for my insurance company.  Work cannot commence until I have received a written proposal.  It should include all damage found and any possible other areas that I believe are concerns and any other areas subsequently found due to poor workmanship.

  Customer response

  09/26/2022

  I have heard from Exterior Pros. 
  
  The owner ***************** with ****,  arrived Friday, 23 of September at 12 noon.
  
  I gave **** and **** full access to the home and showed them the damage. They reviewed and looked over the damage. **** was going to write a review of his findings along with pictures and will be sending a proposal to me and ****************** and possibly the adjuster from the insurance company on what Dougs findings are and what he proposes.
  
  I will keep you posted with the information when I receive.

  Customer response

  10/04/2022

  Today is October 4. 

  
  

  
  

  I have hired  a consultant from Skyline Technical to come out and document the roof. He has been in the business for 50 years. He was out here on September 28th. He has documented and found the possible leaks. He noticed that the step flashing, along the dormers, was not replaced. This is step flashing was very old. He makes a comment in his report that to expect that old of step flashing to hold another 20 to 30 years would not be expected to hold water out. 

  
  

  
  

  **** the owner of exterior pros did come out to look at the house with one of his workers **** on September 23rd, prior to the consultant.   After that meeting he did tell me he'd like to reach out to one of his workers that he believes would be a good person to look at this house because **** did not fully understand where the leaks were coming from. Exterior Pros sent *** out on Sunday, October 2 and I gave him the report from *** the consultant from Skyline Technical. *** agreed that the step flashing would need to be looked at and he also noted the flat roofs were not done to specifications. 

  
  

  Today is Tuesday Oct 4th and I have just gotten off the phone with ****************** , from Exterior Pros. I was checking in to see if they receive the report and if there was anything I could do. She stated she would get back to me next week sometime.  

  
  

  
  

  I will let you know next week what they are deciding to do after they read the consultants report.  

  
  

  Thank you again.

  Customer response

  10/24/2022

  Hi ******, 

  I hired a roofing consultant company to look at my new roof installed by Exterior Pros. This consultant company has identified the leaks and has identified incorrect installation procedures.  Exterior Pros has hired a man to come and do the repairs. The repairs are quite extensive. He's is still working on them. After the work is complete I will have the same  consultant company come out to review the work. The reason for the oversight by the consultant company is my insurance company will not insure the roof. The roof leaked into two bedrooms and has done some damage. When making the claim,  the insurance adjuster has commented on the bad workmanship. So I have to have a ******************* against me and my roof.  This ******************* needs to be removed so I can insure my roof.  Exterior Pros has sent out a man who is, in my opinion, doing an amazing job.  He is taking pictures of before and after and all the work in-between. I hope to have this wrapped up soon. Let me know what I need to do to continue with this claim.  I will say I have been happy with the BBB and their efforts to help me navigate through this situation.  It was not pleasant at first however, it is really "way better" and I am happy so far with what is being done.  Respectfully ************;

  Customer response

  11/02/2022

  I am still waiting for *** to come back and finish. Just keeping you posted and updated.
  

  Customer response

  02/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  this is ******* and I am finally happy to say that the claim I opened up back in July 2022 is now been resolved. 

  
  

  I really don't know what you need to note however, exterior pros did step their game up as soon as you, the Better Business Bureau, contacted them. 

  
  

  *********************** is who I have been working with at the office and she was an ************. She has done so much to make sure that I have been well taken care of.  Exterior Pros hired a gentleman named *** who is out of this world in regards to knowing roofs and what to do and how to do it. He is also amazing.

  
  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 30, 2021, my wife, *************************, and I, *******************, signed a contract with Exterior Pros, LLC. The agreement was to have our old windows removed on our home, and new windows installed. (Please see the attached contract). The total amount that was agreed upon was $26,900.00. It was to be paid in three installments. The first installment was $8,877.00, which was paid on November 30, 2021, upon fully executing the contract. The next payment of $8,877.00 would be paid upon installation. The last payment of $8,877.00 would be paid upon completion of the project. On December 16, 2021, a different representative from Exterior Pros, LLC came to our home for measurements. Upon further inspection while measuring, the representative informed us that new trim would be needed. We were originally told that trim would be included in the package and pricing that we agreed on, on November 30, 2021. The representative on December 16th, assured us that it was not. While we hesitated, we agreed, and it resulted in additional costs of $3,550.00, for a new package price of $30,450.00. On this day, the representative, told us that it would require additional down payment of $1,183.00. However, we paid an additional $2,000.00, to make the payment even. The total paid between both down payments on November 30 and December 21, was $10,877.00.The executed agreement states that the windows were to be installed within 12 weeks, or a date mutually agreed on. Completion should have taken 2 weeks. It has now been 7 months, since the agreement was signed, and we have not had as much as a courtesy call to let us know what is going on.It is very evident that there is no intention of them honoring their end of the contract. At this point, my wife and I have decided that it would be in the best interest of both parties to legally terminate the contract and have our deposit immediately returned in its entirety.

  

  Business response

  07/07/2022

  Dear Mr and ************,

  We sincerely apologize for the delay in getting your window project installed.  Typically the estimated timeline written in our standard contract verbiage is sufficient, but, unfortunately, due to product and labor shortages, the manufacturing of your particular windows took much longer because of some of the features ordered (i.e. tempered glass and grid type).  We do put forth our best effort to inform our customer when delays occur as soon as we know of them.  If sounds as though in your case, we failed to update you and we sincerely apologize.  We strive for 100% customer satisfaction and once in awhile something prevents us from achieving that.  We can assure you that we are 100% committed to getting your install scheduled as soon as possible now that the materials are in.  Our scheduling team will be in contact first thing tomorrow, 7/8/2022 to get you set up with an install date.  Again, we sincerely apologize for the delay and lack of communicating such.  We are confident that at the end of the project, you are going to love your new beautiful windows!!

  Warm Regards,

  Exterior Pros Production Team

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid $18,000 for a new roof which was completed on May 5. We were told by **** that he would be there day of to take pictures of our roof because we were planning to file a misrepresentation claim for the purchase of our home. We also requested a report of the roof that was already on house which **** said he would produce after the roof was completed to include pictures from underneath the shingles. To date, I have followed up on the promise for the report and explanation of charges and have not recieved it.

  

  Business response

  07/14/2022

  Dear ****************, we've been trying to reach both you and ***** by phone, leaving several messages on both voicemails.  We also just sent a follow-up email to your gmail address on file requesting you give a call back.  We would like to help you with whatever pictures and report you are referencing but are not 100% clear on exactly what your looking for.  Please give us a call back so that we can try to assist you with your request.  Thank you very much.

  Customer response

  07/14/2022

  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 

  I am currently waiting on **** to call me back
  
  Regards,
  
  ***********************

  

  Business response

  07/20/2022

  **** from our office has been in contact with ***** and we are in the process of helping her get what's she's looking for regarding her completed roofing project.

  Customer response

  07/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested a quote from this business. They came out and measured but never came back to discuss options when they were supposed to. That was 8 months ago. Now, they call me twice (or more) a week EVERY week. I have asked over FIVE times to please be removed from their call list and they won't. They will not stop calling me. I block the number they call from and two days later they call me from another number. I am so sick of the constant phone calls when I keep asking to be removed from their call list. It's worse than telemarketers.

  

  Business response

  03/28/2022

  We apologize for the constant follow-up from our promotions team.  We have your fiance/husband, ***, in our system as a referral from one of our employees.  Our notes indicate that we came out for an appointment but members of your household were in COVID-19 quarantine so our representative took some preliminary measurements while there.  We had a follow-up appointment set for the following week to come give the estimate but were unsuccessful in confirming the appointment so our software automatically put your ******* contact info back in the follow-up calling queue.  We have removed your contact info from *********** queue so you will not receive any further follow-up calls from us.  Thank you.

  Customer response

  03/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Madison *******
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to the company to get a roof quote in summer, they came out and wouldnt give me a price until I listened to their 2 hour long lecture on why theyre better, fine. They wanted to come back so my spouse was available to talk, fine. I rescheduled, then I cancelled the appointment because I had changed my mind. When I called they were vocally unhappy, and the guy showed up at my house anyways. They salesman that showed up was angry AT ME that I wasted his time coming out. Since then, they have called to reschedule the appointment and I told them the situation and how I will not be using that company because of it, so I asked to be removed from their call list. since then I have gotten about 7 solicitation calls. Each time I express my disinterest and ask to be removed from the call list. They continue calling.

  Customer response

  02/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  This is in response to the message I received today regarding the above claim. The company has reached out, but only after issuing a cease and dissist order & posting a review on ******* They claim they have removed me from the calling list, which is what I have been wanting. Time will tell if this is resolved. 
  
  Regards,
  
  *********************

  
  

• Initial Complaint

  01/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Started receiving calls in April 2021 offering their services. The calls have continued to this day and they are non-stop. We have continually requested them to stop calling but they are persistent. It should be noted, we never requested any service, or even quotes, from this company and they continue to harass us.

  

  Business response

  01/22/2022

  We received an online form-fill inquiry from ********************** through a third party website on 7/19/21 regarding possible windows replacement.  This is the reason he was in our data base for our contact center to reach out to periodically and see if he needs help with a project.  ********************** has been removed from the calling queue and flagged as Do Not Call.  We apologize for any inconvenience, that certainly was not our intent. 

  Customer response

  01/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  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. ↩