Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/29/2025
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.
We had hail damage on our roof and hired Perfect Exteriors to replace the roof. There was a pre existing leak above the garage i wanted Perfect Exteriors to address. They did not address the leak and I have a bran new roof that still leaks. Our contract stated they would install new flashing as needed. I made them aware the leak was still present shortly after the roof was complete. They did come out and re ***** the leak and told me it was a flashing issue. It has been over 6 months since the roof was complete and no one has came out to address the leak. I have made multiple attempts to contact them. They either don't answer or tell me they are working on it and they will call me back. They never call back. I have tried emailing and calling them. Due to the poor customer service and poor workmanship I ended up canceling my siding contract with them. I went into the office to collect my down-payment for the siding contract and discussed the leak with them in detail and the gutter damage that was caused by their roofers. At the bare minimum I need Perfect Exteriors to come out and address the leak in the roof. I have tried working with other contractors for this issue, but they are no comfortable taking on the liability from Perfect Exteriors about the leak they failed to address.
Business Response
Date: 05/23/2025
Hello,
We have spoken to ****** **** and I believe resolved this complaint. Unfortunately, this was determined that it was from a leak that stemmed from the siding installation, not our roof installation (we did not install ******** siding). We had our Service Techs out to investigate this and have been in contact with ****** to see if he wants us to complete the repairs required to help resolve his leak issue.
Thank you,
***** ******
Customer Answer
Date: 05/23/2025
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. It's a shame the leak was not fixed when the new roof was installed, and it turned into a dodgy blame game afterwards. At the very least Perfect Exteriors could have made me aware that they were not able to address the issue as it was not a roofing issue and not within the bounds of the roofing contract. It took 6+ months to come to this conclusion which really reflects on Perfect Exteriors customer service. At the time of signing the contract I was provided with nothing but the utmost confidence that Perfect Exteriors was more than capable and confident the leak could be addressed when the new roof was installed which turned out not to be the case. Anyways, I was able to contact the builder of my home and they were very understanding and very flexible. A night and day difference in customer service on how the builders handled this issue vs Perfect Exteriors. My home was built over 7 years ago and the builder was able to come out and address this issue within a week. That's customer service! Thank you ******************** for your assistance. Without your help I would have most likely still been sitting in the dark.*** ****
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