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:07/29/2024

  Type:Product 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.

  The transaction date was 6/26/24. Amount paid was $6963.00. Part of the exterior painting job was to sand down and re-stain the exterior of the existing mahogany wood single door. Not only was the entire door finished very poorly but the upper left hand corner of the door had been gouged by a mouse sander. I contacted the office but never received a call back from the manager. Also sent an email to the office address. To make a long story short, after several weeks, I finally got an email from the project manager who sent ******************************* out to discuss how to handle the front and also a back door issue. (The back door was painted with flat paint not gloss per the specs.) He promised to return to try and refinish the front door or per my request replace it. He called late Monday, 7/22 to say he couldn't make it and promised to come first thing the next morning. Texted at 1:30 to say he was eating lunch and would be out when he was finished. Did not mention re-painting the back door and only indicated a minor repair in the area where the finish was very thick and bad. I had accommodated him on Monday and Tuesday morning but was not available Tuesday late afternoon. Communication with this company is pretty much non-existent and took several weeks to even get a reply. Definitely not Guild Quality or exceptional customer experience here. I want the door replaced and a refund of $975.00 for the cost of the re-staining of the door. Total cost to replace the door without installation without tax and disposal of the old door is $3641.10 from Doornmore.com. # CRF4-SH-AR-FP (I couldn't find a mahogany door with beveled glass so the glass would be clear).

  

  Business Response

  Date: 08/19/2024

  We have made multiple attempts to communicate with the customer including trying to schedule a property visit to assess the front door issue. The customer has not communicated with us or returned any phone calls or text messages from our head Project Manager or our office. 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22059834
  
  I am rejecting this response because:  Nelson has NOT made any further attempt to contact me since I made the complaint until yesterday when I finally received a vm from ********************* and one from *******************************.  I will contact ********************* but ********* has wasted enough of my time by not showing up when he promised.  When he did call to say that he would be coming after the morning appointment had long passed, he indicated that he was only going to fix the worst area on the door and not try to refinish the entire door.  I am not looking for a partial fix when the entire door needs to be refinished and repaired.  BTW the door lock installation was crooked and I did not find out that the door lock had been mis-installed 180 degrees until I tried to leave as I as going out of town and found that I could not lock the front door from the outside.  Right now I will be asking for a refund of $975.00 exactly what I paid to have them refinish the door.  I will get someone else to repair and refinish the door.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/29/2024

  We have spoken to the customer. We have come to a mutual and amicable agreement to refund the $975.00 she was charged for refinishing the front door. The check will go out today. 

  Customer Answer

  Date: 09/04/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/12/2023

  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.

  The company Nelson Exteriors quoted me for a resurface of deck $12k. This included the dumpster fee. On the day of the project, we made some changes to the scope of the project because there was wood rot. We opted to remove the entire existing deck. This meant that we would need to go back to the drawing board to determine the rebuild of the new deck. We also decided that there was an entire section that we were not going to rebuild at all. We originally were going to resurface it but since the scope of the project changed all together, we realized we could just take that part off which made the scope of the final project smaller. In talking to the project manager (***********************), he agreed that this should help with the overall cost of the project. The project manager told me that the sales person would be in touch with me to discuss new plan moving forward. At 10 pm that night I got a text from the sales person ********************* saying he was sending a new quote. The next morning, I texted **** to find out if he planned to call or come back to discuss the new scope of the project. I would think this is the least her could do since the new quote was 27k for this project. I simply asked him how he even knows what I wanted. His reply was the project manager showed photos and facetimed him so he knew. He let me know that he was too busy to come see me. Very unprofessional. Then I get a quote for $2,500 for the 1 day of labor for the removal of materials. However the materials were not even fully hauled off. I have a pile of material in my back yard and materials in my driveway. I texted ****, **** and called the main number to ask them to take the materials away asap. Some are blocking my driveway. No one is calling me or taking care of this. However, **** made sure he texted me to ask me to approve the quote for the removal. This whole process has been unprofessional and ridiculously over priced. I want materials gone ASAP and the quote of $2,500 to be lowered to $1,000

  

  Business Response

  Date: 06/16/2023

  We are certainly disappointed with any customer that is unhappy or perceives communication with us to be poor. We strive to make sure that we are thorough and diligent in all aspects of the work that we do from the initial estimate on to the end of the project. In this instance, it is my understanding that you were, unfortunately, difficult to reach in regards to discussing the project and the changes that would be necessary in order to build a safe and permittable deck. The Sales Consultant made multiple attempts to reach you and was told that you could not speak with him. As we could not reach you, we went ahead and sent an estimate for deck replacement after your current deck was deemed unsalvageable. The scope went from a deck resurfacing to a replacement. The new estimate was sent to you as soon as we were made aware of the new scope, which was that evening, with a follow up call the very next morning from the Sales Consultant. 
  There was a mention of the new estimate being sent without another property visit. This is not always necessary in these instances as we have a qualified Project Manager on site with his assessments and recommendations as well as accurate measurements that we already have. We would also like to note a property visit made by our Head Project Manager, *******************************. The new deck was priced accordingly with the increased amount of labor and material that would be necessary to build it properly. 
  As far as the materials that were to be picked up after the decision was made to not move forward with the project, we were notified of the cancellation late on Friday and the time allotted was not ample enough to have the materials picked up immediately. This was rectified as early as possible the following week. We, of course, apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20175453
  
  I am rejecting this response because this information is not accurate. It sounds like your sales person is lying to you. I have screenshots of our text messages if you would like me to provide them. Never attempted to call me to discuss the new scope of the business. He texted me late at night and he was sending a new quote. Morning text back and ask him if he plan to come talk to me. I also asked him how he knew exactly what I want it. The project changed therefore how does he know exactly what I want. The project manager had the measurements and understood what his perspective was, but I am the client not a project manager. I deserve the opportunity to discuss the scope of the project before a quote was made. Additionally,  there was removed from the original because I determine longer needed to build in that area. The cost absolutely was too expensive. I have several other ones that came in at half the price for the same job. I also have other quotes for the demolition and I know that I was charged , double the amount for the demolition as well. You have not addressed my request for reducing the cost of the demolition. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/27/2023

  All materials and debris has been removed from the property as requested by customer. We respectfully decline the customers offer to reduce the price as she has offered. 

  Additionally, we have sent the customer her final invoice which is due immediately. 

  Thank you,

  Nelson Exteriors

• Initial Complaint

  Date:09/08/2022

  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.

  Had our exterior redone last February. Contacted the company regarding workmanship related to the front door by august of 2021. The new front door was installed and stained but with in few months the door started showing spotty spots. Ask the company to fix the issue and I. December of 2021 a guy came out to assess the situation. He thought it was more of a door issue versus staining but promised to have it resolved. Finally someone showed up spring of 2022 and restrained the front door. I was not notified and hence was not home. The spotty parts are still there and contacted the companys again but nothing has been done. I also contacted Nelson exterior regarding one of the windows leaking when it rains heavily. During the remodeling, we had similar issue due to windows not properly sealed. The issue was supposed to have been resolved but we are still having issues. Contacted Nelson again but they have not responded. Its been year and half since the remodel and its ridiculous that they have not addressed the issue due to too much work load. I would like my window sealed properly and front door corrected or would like them to reimbursed me for the cost and will have another company fix the issue. Sad that I recommended this company to my neighbor for great work not realizing they never follow up or stand by their workmanship

  

  Business Response

  Date: 09/14/2022

  I called and spoke with ************. We have a plan to return to her house next week to look at the issues in question.

  thanks, 

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