Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/08/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 11/02/2022

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

  Customer Answer

  Date: 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,
  
  ***************************