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:09/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ***** ******** was recommended to me by my roofer. They had worked together and was told he did excellent work. I worked with the roofer and ***** throughout the fall of 2023. Talking about Windows replacements and they would be same quality and type, how the job would be done, and costs. I was told insurance would cover the cost of the window replacement.On 1/23/24 we contracted with ***** ******** of Sheppard's Total Exteriors to replace eight windows that were damaged in a hail storm. ***** was given a down payment of $6,200. He cashed the check the next day on 1/24/24. At that time ***** said he had many jobs ahead of mine and it would be many weeks, if not months, before he could start the job. ***** had additional contact with the insurance adjuster, **** *****, at the end of January working on the claim.Several months passed and I did not hear from *****. In early May he responded and said we were on the schedule for the second week in June. ***** never gave any more updates and did not show up to replace the windows. Since June ***** has stopped responding to calls and text messages from myself and my roofer as they knew each other. It is now over 8 months from when I contracted the window replacement and over 4 months without and response from ***** via emails, phone calls, and text *********** this point I just want my money returned so I can contract with another company to replace my windows.***** *****

• Initial Complaint

  Date:08/06/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  On 10/07/2023 I contracted Sheppards Total Exteriors to replace the windows in my home due to a hail storm. Put a deposit down $4827.40 for them to start the work. Nothing happened after repeated communication. They kept stalling and would not communicate back when I pushed on them scheduling me in. This went on for almost a year. I am writing this on 8/06/2024. *****, the contractor, finally said he'd return my deposit but then he goes dark again. Still have not received any communication when he'll return my money so I can get another company to do the work.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We signed a contract with *************************** of Sheppard s Total Exteriors at ***************************************************** on 10/23/ 2023 to replace our roof at ***************************************************************** At that time he received a $10,000. deposit to purchase the shingles. He contacted us that the shingles were out of stock because of the heavy demand on shingles and that it was getting to cold to do a proper job that we would be his first customer in the Spring of 2024 to replace our roof. We contacted ***** in the beginning of May and were told that he was busy repairing other roofs that had damage over the winter. We advised him that we would be away from May 26 until the end of June so he would need to put us on the calendar for end of June 1st of July. We called him to let him know we were home and he said we were inked in for the 27th or 28th of June. He said he was coming to check the roof and get pictures on June 26 th and never came. Thursday June 27 he came and checked roof and took pictures. He texted and said the shingles were ordered on July 1st but because of 4th of July holiday he would get back to us as to when the shingles would be in. Since July 5th we have not heard back from *****. We have called 33 times , sent 16 text messages and emailed 2 times. He has not returned any of our calls text messages or emails. We have requested our money back. We will contact the attorney generals office today as well. We appreciate any help that you can give us on this matter. Thank you *** and ***********************

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ***** at Sheppards total exteriors was recommended to me by a friend who had him do work for them a few years back. I contacted ***** in July of 2023 to get a quote for replacing my roof after hail damage. He was quick to come out and get all the info and provided me with a quote. I agreed and paid him the requested deposit of $4,035.27 to purchase materials (which was half of what the insurance company paid for the roof). At that point there were plenty of messages back and forth as the project was continuously delayed due to material not being available or him being out of town. That drug out through the winter and I again, gave him the benefit of the doubt being a small business and reached out again in March to see where we were at in the schedule. I got alot of delays and texts saying he would call me and never did. I finally got him to call me back on April 10th and he explained that he had bought out his uncles part of the business and was having a tough time keeping up with communications. I understood and we agreed that he would get the permits and materials ordered that week and he would call me back the following week. I waited that week and then followed back up with him on a status report. I got no responses. I called and/or texted every day since then trying to get ahold of him to no avail. I finally messaged him asking to refund my deposit since they were obviously not able to complete the work (or even start) and i still havent heard a peep. All i want is my money back for the work that was not performed so i can go to someone else to finish out the job. I unfortunately have no written contract and only text communications documenting our agreement. But can provide any of this as needed. I have attached the bank copy of the deposited check I paid him as well.

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I paid 50% down to Sheppard's Total Exteriors to stain my cedar sided home and detached garage. This payment occurred on May 2nd of 2023. After several emails and phone calls to schedule work, nothing was ever started. I am seeking to get a refund on my deposit.