Complaints

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• Initial Complaint

  Date:02/06/2024

  Type:Order 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.

  We had to FIRE Custom Exteriors and Storm Protection because:1. They weren't able to fulfill the Contract they made with us. we found out months later that they had no license to do Structural work.2. LACK OF KNOWLEDGE....They had NO KNOWLEDGE from the Installation of the "Celect Cellular composite Siding they introduced us and wanted to bring on our home.3. All work they performed has to be redone. 4. Our Wood Frame was without Siding 4 months, only with damaged house wrap during storms and heavy raining.We have a lot of Attachments but I can upload them.

  Business Response

  Date: 02/14/2024

  In regards to the complaint by *****************, please see the attached response to her letter. Unfortunately she has made things more difficult than they needed to be by continually contacting our suppliers and outside sales representative for the manufacturer of the product which she chose for her siding. In doing so she created much confusion on what material should be ordered. We have tried to make this right and did have some supply issues with the distributor, which was out of our control. Please take note that this customer takes pride in not paying her contractors and is currently trying to not pay for the materials she has stored in her garage and has told us to give her $5,000 to keep quiet. This woman is not to be trusted, we have filed a lien on her property. As for any damages to her driveway we have given her the liability insurance information to file a claim to get it repaired. 

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21247141
  
  I am rejecting this response because:

  See attachments.

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

  Business Response

  Date: 02/23/2024

  **************** is not wanting to pay the remaining balance on her materials that she currently has, she has been given the invoice above but seems to be hung up on the trim that was incorrectly ordered. You can clearly see on the invoice where she is credited this amount. Comments about unpaid bills to Lansing Building Products are absurd as we pay them on a terms account monthly and have always been in good standing. She is referring to letters from ******* that are typical of a supplier to send when materials are delivered to a customer, this is called "Intent to Lien". All bills for her materials have been paid as soon as the bill arrives in our office and ******* issued her a release of lien at her request. This has no bearing on why ******* didn't order her starter strip. ******* has taken full responsibility for their mistake. As for the furring strips not being in the initial package, please see page ************************************************************************************** place of the **** which we were going to do. Her claims that she would not be under warranty for Celect are incorrect. I will not be responding to any more of her claims, she is free to seek legal advice if she so wishes. She still owes for her materials and a lien has been placed on her house. 

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21247141
  
  I am rejecting this response because:

  Custom Exteriors continually always writing from the Materials that we have. We have paid them $17,974.00. 
  
  
  Please note: 
  
  
  Its not about the materials that I have, It is all about the materials (Starter Strips) that I didnt have, their poor work performance, their lack of knowledge and their failing to fulfill the expectations and responsibility of the Job.
  
  
  Yes, it is typical of a supplier to inform the customer one time, when the contractor has not paid for the materials promptly, with an intent to Lien.  We were informed 3 times Intent of Lien. We never spoke with ******* about an intent to Lien and we never received a release of **** from *******.
  
  
  Our wood-frame home is direct on a Canal-intersection with strong winds, high humidity and   we have the rain-hitting-side. We wanted to remodel  our home completely with Celect Composite Products not with some Celect Siding, some Vinyl corners, and some wood Furring strip wie Custom Exteriors claims they were planning. They had no knowledge of Celect Product.
  
  
  They were Fired because of their poor workmanship, failing  to meet quality standards. 
  Custom Exteriors are trying to become extra money from us for their bad work 
  
  
  To the Invoice from Custom Exteriors:
  
  
  Custom Exteriors can not tell the truth. They wrote: they did not do Structural work on my home but they are billing us for engineering drawings of structural work that they do not have license to perform.
  
  
  Engineering  Drawing               - $ ******: Are only necessary when Structural work is being done. 

  See Attachment: Infill Window  Check the Date: July 26, 2023.
  The Engineering drawing from Custom Exteriors was rejected from *********************.
  I had to get a new one up to code for 2024.
  
  
  Liquid Damages                       - $ ********: Custom Exteriors breached our contract and is Fired because Poor Work performance, Lack of Knowledge und deception of being a general contractor. 
  We will be seeking compensation for damages:      $ 23,000.00
  
  
  Sheathing/House-wrap            -$    ******: Custom Exteriors wrote themselves; the house -wrap was not done correct and has to be completely redone and all the obstacles (nails, staples, etc.) has be removed. 
  The sheathing upstairs back am Master bedroom was not removed or repaired. Custom Exteriors should have been reinforcing wall the structure.
  
  
  Patio Flashing       -$    500.00:  No flashing was done: Custom Exteriors only did some caulking and later they had to remove it because the wood was rotten and the vinyl siding was removed. This work was not done. Water ist still coming down the wall.
  
  
  Additional sheathing repair      -$  ********: Custom Exteriors didnt mention the pulling of the 6 windows and the 12 Studs they replaced, of course, Structural work was done. It has to be written in the bill because they are liable.

  See Attachment 7a
  The sheathing was not finished near the *** Water got into our home. The Water damages repairs has to be reimbursed.
  
  
  Pull 3 Windows/sheetrock     -$  ********: Custom Exteriors are billing us twice for pulling the 3 windows  and the Engineering. The sheetrock was not finished (They want to reimburse us for this work). The permit was also included. They didnt mention the filling in of the 3 windows (Structural work). It has to written in the bill because they are liable.  
  
  
  Owners Building Permit reimbursement           -$         282.90

  
  
  Electrical repair reimbursement                        -$     ? Not finished
  
  
  Driveway repair reimbursement                        -$     ? Not finished
  
  
  Rain water damages   reimbursement              -$      ? Not finished
  
  
  Drywall (sheetrock) finishing reimbursement    -$     ? Not finished
  
  
  Next week the house-wrap will be removed, then we can see if there are other damages.

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

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:

  
  we don't think a Mediation will help. Like I said, if Custom Exteriors is interested, they can make us a counteroffer. We have over $20,000.00 in extra costs because of them. We'll are satisfied if they would pay us $5,000.00. 
    
  I've almost had a nervous breakdown because of these non-professional people. I just want to get my home finished. 

  
  Regards,
  

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