Complaints
This profile includes complaints for BSS Exteriors's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:08/27/2022
Type: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.
BSS installed a screened porch for me early in 2022. I was patient with delays, understanding supply and workforce issues and paid in full when the job was completed, only to discover roof leaks when it next rained. I notified BSS at the time and they send a crew to make repairs and checked back a while later to see if there were further problems, which there have been. I last spoke with the representative a few months ago and he assured me they would "make it right" and send a crew back out. If they did so, I wasn't here - and the problem continues. Messages left for them on Aug 15th and Aug 27 have received no response.
Business Response
Date: 09/15/2022
Business Response /* (1000, 5, 2022/08/29) */
Contact Name and Title: Robert B******* President
Contact Phone: 3217515419
Contact Email: [email protected]
We are aware of the customer and were aware her initial complaint. We were not yet aware, until this complaint, that the problem persisted. The customer's existing roof posed a particular hurdle for installing her new screen enclosure roof. While it was no problem to install properly, sometimes leaks can crop up with the nature of the install. The best course of action, if leaks persist, is to use a particular paint-on style sealant in lieu of our typical seam tape. This product was not in stock the last we spoke, but advised the customer we could order more in if the problem persisted. That said, we were unaware of attempts to reach us, so we assumed the leak was eliminated at our last visit. After checking our normal phone lines/emails/etc... we don't see anything as recent as this previous Saturday 8/27 as an attempt to reach us. We have the customer's number and have already begun the process of contacting her to set up a time for a technician to come out and perform the repair of the enclosure.
Consumer Response /* (2000, 7, 2022/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I explained to BSS that I had left 2 messages about the issue in as many weeks and filed this complain since I had not had a response and didn't know how to reach them. Mr. B**** showed me photos of the work he had done to further seal the areas where leaking had occurred. It hasn't rained since then, so I don't know yet whether this step was successful. I appreciate the continuing efforts to ensure that the leaks stop.
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