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:03/01/2024

  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.

   I am rejecting this response because: Attached is the proof that I have been attempting to contact to the business to do their job done right.  

  I called several times but no answer.  

  I am not talking about the life-time warranty for the original contract with Gutter Magic, but the job done this time with the new work order at the time the technician told me that the repair should last at least for 2 years.  But, the sections the business touched started to leak in a couple of months and the leak is getting worse.  

  
  
  

  
  

  

  Business Response

  Date: 03/19/2024

  I have attached a copy of the service contract and why he was charged for the service is in the description of the contract. His issues were not covered under the "lifetime warranty" as stated on his contract.  We replaced 10ft of GutterMagic on the side of the garage, and the corner behind the garage, and caulked the gutter above the bay window on the back of the house due to it leaking on both corners of the window. ***, our production manager also went out on April 26, 2023, to clean the GutterMagic system, he did a water test to make sure there were no leaks and found none. We have not heard from ************** since we scheduled the last service in April 2023. It was scheduled April 13, 2023.   ************** states that he has contacted our office repeatedly and we have not heard from him since April of 2023.  We would be glad to go back out and check his issue, but this is the first that we have heard from him that he still has an issue.

  I've attached the two inquiries received from ************** that we addressed and a copy of his contract.
  

  If the customer wishes for us to come back out we will be glad to contact him and set up an appointment. 

  

  Business Response

  Date: 03/27/2024

  First of all - that email address is not longer in use. **** email is ********************* That is why he never received a response to his email of February 29 of this year.  Also, one email is not contacting the company several times and we have a phone number. If the customer did not get a response to his one email then why did he not pick up the phone and call us. 
  

  I am not saying that we will not service this customer, but he needs to contact us at the email noted above or our phone number, ************. Or we will be glad to contact him and schedule an appointment for him. 

• Initial Complaint

  Date:10/01/2023

  Type:Product 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 contracted US Home Exteriors in 11/21/2022 and in December 2022 gave one third of total amount as an initial deposit to 1)Extend existing deck from 32'x10' to 32' x 14'; 2) Build four/all season sunroom 24'x14'. Builder obtained permit 4/24/2023 and started working on the project.
  We noticed few flaws in the railings, stairs/steps as work was completed and it raised our concerns about the workmanship. We were told sunroom is complete. We asked them to redo the stairs and also hired an independent home inspector; stairs redo work was paused until the inspector report came. Report alarmed us: Many things were not as per the code: Roof overhangs, Deck railings support, Steps/Stairs footing on ground, under deck support, attachment of sunroom to deck posts and to house, wrong sunroom door, uneven sunroom sub-floors, lots of dents on trim and ceiling, water leaking from the sunroom door and walls, water leak from skylight. Most importantly we found that the builder does not have appropriate license to build this project:Builder failed to furnish General Contractor License, the contracted amount was more than double of $ 30,000. We found they cannot work on project above $30,000 without General Contractor license while in the Permit they falsified and put cost as $28,700. We still agreed to pay them fairly and in full if they could do the right thing by getting a General Contractor to pull out appropriate permit reflecting the contracted cost and professionally fix all the issues pointed. Instead we were threatened that he will file a lawsuit/put a lien on house. He has failed to correct all those issues despite waiting for several months patiently. We recently let him have his insurance company come and take a look at the site but since then, the owner has not responded to our multiple emails. The work site is not only incomplete but also unsafe for us to be around with kids. We have spent additional money to fix the sunroom door and do caulking to prevent further water damages but still the water continues to leak. We would like them to remove this unsafe structure, and refund.

  

  Business Response

  Date: 11/30/2023

  ****** KC did contract with our company to install a patio room and enlarge their deck. We started this very large project and during the entire install the customer complained that it was a box. Well if you are building four walls you will have a box. Realizing they were unable to change what they ordered, they began to add things that were not on their contract. We did all that the customer asked which added on to the time on the job by several weeks costing our company thousands of dollars. When we were just about done with the job, final sealing and remaining items on the inspection report which we agreed to do, we were asked to leave the job by the Mrs and their neighbor.  It’s important to state here that the structure passed all inspections.
  

  The customer asks for a refund but he only paid a deposit, which didn’t even cover the cost of the materials and then there is labor and not to mention all the “add ons.”  
  

  The issues the customer is having with his patio are all due to the fact that the job was not completed. All of this would have been avoided if the customer would have only let us finish the job, not to mention they accepted what they ordered and contracted.