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:12/08/2023

  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.

  I originally received my quote for the roof in January of 23. The final inspection didnt happen until July due to the fact they started my tear down and couldnt get the first inspection for the rough in for months as they had not obtained the permit before they started which as a whole mess in itself! My roof sat with underlayment for months. Then we finally had the roof completed in July of 23. Rainy season was in full effect and we noticed none of the gutters were nailed into the roof causing them to fill with water and bend in the middle causing the water to come out the middle in a waterfall and bend all my gutter. Project manager ****** at the time and **** owner stated someone would come assess and look and fix this! Never happened. Fast forward a few months with no success a new project manager started, his name was ***! *** had a guy come to the house which was the damage to the gutters which were now bent from the water pulling to the middle and said they needed to be replaced. He would reach back to *** so they could set this up. Nothing happened. Reached out to who I thought was *** to find out they have a new project manager named *******. Send an email over a week ago with a text as he told me to send an email and I would hear something back! Still nothing Im now going on 6 months and my gutter still arent nailed to the roof properly and they look terrible bent up and still not draining properly. Please help in getting this company to do something! It has been a mess! Not to mention **** called and texted me multiple times threatening to put a lean on my house to not sending them the other half of the payment bc my roof had still not passed final inspection and he wanted the rest of the money anyway! Stating it wasnt his fault the final inspection wasnt done by Lee county and he cant control that when the city said two of his office staff booked inspections and canceled them by accident so technically it was their fault. Huge mess! Stay away!

  

  Business Response

  Date: 12/22/2023

  The final inspection date was on July 5, 2023. We got our checks from the customer for a completed job. We didnt know there was a gutter issue until this came in.
  

  We left a voicemail for this customer on December 11th. Now we have a scheduled inspection for December 26th. We will work with the customer from there. 

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 20977574
  
  I am rejecting this response because:

  I originally received my quote for the roof in January of 23. The final inspection didnt happen until July due to the fact they started my tear down and couldnt get the first inspection for the rough in for months as they had not obtained the permit before they started which as a whole mess in itself! My roof sat with underlayment for months. Then we finally had the roof completed in July of 23. The gutter were never properly attached to roof so when rain filled them they bent up and went out the middle. Text proof to current Owner from July 23 so company cannot say they were aware. Project manager ****** at the time and **** owner stated someone would come assess and look and fix this! Never happened. *** had a guy come to the house which was the damage to the gutters which were now bent from the water pulling to the middle and said they needed to be replaced. He would reach back to *** so they could set this up. Nothing happened. Reached out to who I thought was *** to find out they have a new project manager named *******. Send an email over a week ago with a text as he told me to send an email and I would hear something back! Still nothing Im now going on 6 months and my gutter still arent nailed to the roof properly and they look terrible bent up and still not draining properly. Please help in getting this company to do something! It has been a mess! Not to mention **** called and texted me multiple times threatening to put a lean on my house to not sending them the other half of the payment bc my roof had still not passed final inspection and he wanted the rest of the money anyway! Stating it wasnt his fault the final inspection wasnt done by Lee county and he cant control that when the city said two of his office staff booked two and canceled both. Also just had someone pull out 3 pieces of shingles and 11 nails from dryer vent. No wonder Ive been having issues. The company finally connected gutter to home 12/26. Still are bent but at least connected.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/23/2024

  Dear *****,
  I was recently notified that you've encountered some concerns with your project. I'm truly sorry to hear that, and I want to assure you that we're here to help resolve them to your satisfaction.
  I understand that the timeframe since July 2023 may seem long, and we always appreciate feedback at any stage of the project. We're happy to address any issues you might have had before your dryer vent cleaning service, which is scheduled for today, January 23rd, between **** PM.
  As you're aware, the recent hurricane caused unforeseen delays in permit approvals and inspections by the county. Both the progress inspection and the final roof inspection were impacted by their backlogged schedule. We understand this can be frustrating, and we want to apologize for any inconvenience it may have caused.
  While we stand firmly behind the quality of our work, we also recognize the need for flexibility when dealing with unexpected circumstances like natural disasters. As you know, the timing of permit approvals and inspections lies outside our direct control. We assure you that we did everything and worked diligently with the county to expedite the remaining inspections to complete your project as soon as possible.
  In the meantime, please don't hesitate to reach out if you have any questions or concerns. We're committed to ensuring your complete satisfaction and will go the extra mile to make things right.
  Sincerely,

  Excel Exteriors, Inc.

• Initial Complaint

  Date:09/15/2023

  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.

  My roof was installed by Excel Exterior roofing in 2022. The workmanship was very poor my ceiling still leaks, they sent a contractor out to repair but it's leaking again .. They also removed the trimming along the front of my home and didn't replace it ,the flashing was put on top of my shingles ,my house looks horrible .. l have complained numerous times ..They have ignored my calls, emails etc... As of recently Excel placed a lein on my property for their incomplete work..

  

  Business Response

  Date: 09/15/2023

  Dear *******, 
  We have made numerous attempts to fix your ongoing problem with a leak at your residence. As our production team has let you know, the issue lies with the poor condition of your siding. The leak is related to the flashing that can't be replaced unless you are ready to replace the siding around your chimney. If you remember, I talked to you about your property while we were installing the roof, and you refused to follow all of the recommendations regarding new flashings; you said that you didn't like the way it looked. Now, you are trying to hold us responsible for the issue. Excel Exteriors cannot keep repairing the leaks related to the poor siding. We have repaired the interior of your house twice for the same reasons. The correct remedy for this ongoing problem is to remove the siding around the chimney, replace the chimney flashing with new ones, and install brand-new siding on the chimney. 
  I understand that this is an additional cost to you, and you might not want to pay that out of pocket, but this is part of the property maintenance. Unless you are prepared to pay for the recommended new flashing, we are unable to keep repairing the interior of your house. Please remember that our warranty is not a free house maintenance program.   
  Also, please make sure you pay the remaining balance of your bill. Our team had a hard time communicating with you, and Excel Exteriors had to file a lien on an unpaid balance. 
  
  
  Thanks,
  Excel Exteriors, Inc.
  
  IneedRoof.com
  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20609661
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  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.

  I dont even know where to begin. My parents had their roof replaced for a total of $20,000. They paid this company a total of $17,000 which left a $3000 balance. In the mean time we hired an attorney to help with the home owner insurance because they initially denied our claim to have the roof replaced. After wining our case against the insurance company we needed to sign the check as well as *** (a rep from this company). This man held on to my parents check and would not give it back to them. So he stole in total ********* from two senior citizens. I contacted the owner **** and he didnt seem to care that his employees were stealing from customers

  Customer Answer

  Date: 11/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  This complaint has been resolved between myself and the company. They have paid what was owed to us.
  
  Sincerely,
  
  ***************************