Complaints

This profile includes complaints for Ozark Exteriors, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Ozark Exteriors, LLC has 3 locations, listed below.

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  Ozark Exteriors, LLC

  3909 W Ajax Ave Rogers, AR 72758-6054

• 

  Ozark Exteriors, LLC

  1560 E Southlake Blvd Southlake, TX 76092

• 

  Ozark Exteriors, LLC

  6910 Alcoa Rd Benton, AR 72019

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:11/09/2023

  Type:Customer Service 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.

  In May of 2023, we had the OE (Ozark Exteriors) send ****** ******* to our house to meet with the insurance adjuster. ****** was very professional and made sure to communicate with us. However, when we needed another person on location to do the repairs, we had ** arrive and he said insurance low balled us by quite a bit. He stated that he would reach out to our insurance and get back to us when he had a resolution. After 2 weeks, I reached out and got no contact or call back from him. I called the main office and told them of this lack of communication and they sent ******** to our home. After saying that the insurance did indeed low ball us, he said he would put temporary roofing on so our exposed wood would be protected until the roof could be repaired and insurance contacted for further funds. He did put on the temporary roofing, but then he would not answer my calls or texts or call back. After a month of trying to get them to communicate with me, I reached back out to the main office. They said they would have the owner ***** contact me regarding the issue of no one doing anything or communicating with us. However, after a month of calling off and on to check on why he wasn't contacting us, I started calling every day. I called every day for the month of October and had many messages sent to ***** and even "hand delivered" with no call back. Every time I called he was unavailable and still has not called me back and it's now November. Due to their promises of communication and work, I didn't contact another roofer and lost most of the roofing season being pulled along by all talk but no action.

  Business Response

  Date: 11/16/2023

  I am writing in response to the complaint filed with the Better Business Bureau by Mrs. ****** ********. We take this complaint very seriously and are committed to resolving the concerns raised.
  

  The interaction with Mrs. ******** began with an inspection by our team member in May 2023, following a hail storm. Our subsequent analysis, in collaboration with the insurance adjuster, revealed significant storm damage compounded by age-related deterioration. The insurance company initially authorized a partial roof replacement. Recognizing the inadequacy of this solution, we undertook numerous follow-up visits to gather additional evidence to advocate for a full roof replacement on behalf of Mrs. ********. This included direct communication with the insurance adjuster and installation of temporary roofing to protect the property. Despite our efforts, the insurance company has consistently denied full replacement coverage.
  

  I want to personally acknowledge that we didn't communicate with Mrs. ******** as well as we should have. This has been a challenging time for us - our workload has increased significantly and we are stretching into new areas in Central Arkansas. But that's really no excuse. We are busy, yes, but we should be more attentive and responsive. I take full responsibility for this. It's a clear sign that we need to do better, and we're already taking steps to make sure we handle things differently in the future. As a small, growing company, we acknowledge that our internal processes were not equipped to handle the high volume of work we undertook while maintaining consistent communication. This is not an excuse, but an explanation of the circumstances that have led to the communication gap.
  

  We have recognized the need for organizational changes and have recently overhauled our internal processes and personnel assignments, including the adoption of a new CRM system. These adjustments are aimed at improving our response times and tracking of customer interactions, ensuring that each client receives the attention they deserve.
  

  We are committed to re-engaging with Mrs. ******** and her insurance company immediately. Our goal is to provide a detailed audit trail of all communications moving forward and to persist in our advocacy for a full roof replacement, which we believe is the ethical responsibility of the insurance company.
  

  At Ozark Exteriors, we pride ourselves on customer satisfaction and quality service. The situation with Mrs. ******** has highlighted areas where we fell short, and we are taking proactive steps to ensure that our future operations are more aligned with our core values of responsibility and customer satisfaction.
  

  We are grateful for this opportunity to address these concerns and are eager to work with both the BBB and Mrs. ******** to resolve this issue. Our goal is not only to rectify this specific situation but also to improve our overall business practices for the benefit of all our customers.
  

  Sincerely,
  ***** ********

  Customer Answer

  Date: 11/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ***** is allocating all blame to the insurance company rather than owning the fact that all communication stopped from the different employees and was never established with him. The job of the company is to communicate with the customer as well as the insurance. I request that ***** contact me, not the insurance, and discuss possible remuneration as my time was wasted all summer.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 11/17/2023

  Dear Mrs. ****** ********,
  
  Thank you for your candid feedback regarding our initial response. I fully understand your concerns and would like to address them directly.
  
  At Ozark Exteriors, we pride ourselves on maintaining high standards of service, and I acknowledge that we did not meet these standards in our communication with you. This shortfall, involving multiple members of our team including myself, was a significant oversight for which I take full responsibility.
  
  I am keen to rectify this situation and discuss a fair and satisfactory solution with you. In line with this, I attempted to reach out to you today and left a voicemail. Please feel free to suggest a convenient time and preferred method for us to have a detailed discussion and formulate a plan to move forward.
  

  Sincerely,

  ***** ********