Complaints

This profile includes complaints for Exterior Recovery CO's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Exterior Recovery CO

  303 S Broadway Ste 200311 Denver, CO 80209-1558

• 

  Exterior Recovery CO

  2126 N High St Denver, CO 80205-5570

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:11/27/2024

  Type:Service or Repair 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.

  Contractor took final payment and will not respond to issues listed in the contract warranty for the project. Current Issues include shed door not closing and front door not locking. Need help to solve this issue. The contractor took payments with then intention of helping in case his work went wrong. Contract includes repairs and product warranty for 1 year. The final payment was 2/21/24 -- with changes to the final contract because of wrongdoings of the contractor (changed the requirements because bought the wrong color siding and shed material. Need help with fixing the issues remaining under the one year contract.

  Business Response

  Date: 01/06/2025

  To Whom it May Concern:
  
  Regarding the items that are mentioned in this report, both the front door and shed door were both working and locking just fine when the project was completed. As they stated, everything was completed, and for some reason, they have waited until now to make a complaint about something that has happened on their watch. There were  no issues with these items when the entire project was completed. Also, the two items they are mentioning will roughly cost them $500 or less to pay someone to fix them. With the remaining balance of $***** they refused to pay to fulfill their contract, they will have more than enough to repair them. I know it is in our best interest not to return to that property.
  
  As far as changes or a final contract that they mentioned that shows deductions for issues, the customer is incorrect. As you can see, the contract was actually increased for add-ons they requested(please see attached contract submitted by the customer). We were forced to finish the project without collecting the balance of ***** owed from them because they would not pay the remaining balance. We have tried to work with them as much as possible, but they were very difficult, disrespectful, and degrading at every meeting. We still held our composure and responsibilities as a company to complete their project. They have also tried to find ways along the way while working on their home to keep money that is owed to us. That it why we are not surprised that they are disputing $8,800 for something that costs $500 to fix. They did not fulfill their payments of the contract even though we fulfilled every part of our items on the contract to completion. We also included extras and went back for touch-*** they requested at no cost. We aim to keep our customers happy and fulfill our duties.
  
  As far as a warranty mentioned, they can go to the manufacturer website and contact them about any material warranty for their products.
  
  We have invested money and time into this project. We had a loss of $***** due to them not fulfilling their payments on the contract. We ask that you please remove this report immediately. It is already harsh enough that these customers basically stole from us by not fulfilling their payments, but they are now causing defamation of character by reporting false accusations about our company. This is disheartening, and this false report can affect our business in a terrible way. 
  
  Thank you for your time and consideration. 
  

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22611758
  
  I am rejecting this response because:

  We paid $88,700 out of the $90,000 based on equitably comprised issues including personal property damage, not following contractual obligations including painting the home due to incorrect siding installed, significantly delayed timeline, and more. 

  There is no evidence of $8,000 discrepancy. Additionally, we signed the contract of completion on the last meeting signifying the contractual obligation for the 1-year warranty.

  Please provide insight into how to proceed to honor the contractual obligation of Exterior Recovery Co. If you need any checks paid and information, I will be happy to provide it all. 

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

• Initial Complaint

  Date:04/06/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Our contract was signed in May of 2021. Part of our contracted included obtaining and paying for permitting. This company clearly tried to close our file/account with never attempting to do anything with the permitting process. We are nearly two years out and still have not received anything and continue to get the run around.

  Business Response

  Date: 04/13/2023

  Dear BBB,

   

  We have been working with this customer to finish the permit process. We are at the stage of final inspection which will be completed with 2 more items from the engineer. The engineer has already been to the property and worked on buildings plan which were submitted to the building ***** We have been in contact with the customers throughout the entire time of ** working back and forth with the engineer and building ***** We want this resolved as much as the customers do. We are looking forward to getting the final approval to receive the permit.

   

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19906954
  
  I am rejecting this response because: I will reject the response until we see permit on hand as this company has continued to makes excuses for why this has not been done for months and months.  To say they have been in continuous contact is misleading, as it is never proactive - only in response to ** reaching out.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/03/2023

  We are working to resolve the requests made by the customers. I have met with the engineer and will have the letter for the structural approval submitted tomorrow morning and we are receiving the electrical items necessary to submit those as well. After all that is submitted the building ***** will approve and close this permit out and it will be resolved.