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:02/17/2024

  Type:Order 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.

   
  
  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. They are, in fact, working really hard in correcting those things I had concerns about. We appreciate their due diligence, and look forward to an excellent correction! We will love to show off their workmanship and be able to resolve these issues and move past them.
  
  
  
  Sincerely,
  
  
  
  ****** ****** private inspector that will certify the job as correctly performed.

  Business Response

  Date: 03/22/2024

  Unfortunately, This was escalated to a complainant before we were able to work through the problems. We never want unhappy customers and have been working really hard to change this situation with the customer. This issue is being resolved and is currently in good standing.

• Initial Complaint

  Date:10/19/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The issues have not been resolved as clearly shown in the pictures attached. There are more areas that need to be addressed and corrected as we still have siding that is cracked because of improper install, caulk and paint around all windows, railing, brick, and siding that is improperly caulked, etc. We would like for this to be resolved. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  then filled with 1" gaps filled with caulk. The soffit was visibly wavy with an inadequate amount of fasteners that could be pushed up by hand. I requested Sam to come out before any further. Mike, him and Kelcie walked round the property taking pictures of the trash and quality of the project. They all stated it would be taken care of. The initial crew came back to try and fix things to only make it worse. This time the crew was DRINKING ALCOHOL on the job, left the Corona bottles in the front yard, food, paint bottles, and nails. They drove over paint bottles and leftover caulk, spreading it all over the driveway. Our cameras caught all of it, I immediately called Sam and left a voicemail. Never received a callback, I had to initiate the call that following Monday. As of today we have yet to have the project completed that started 5/31/23, We have been in contact but yet again they have no call/no show on apts. Multiple Hardie boards cracked that have voided the warranty entirely.

  Business Response

  Date: 11/07/2023

  This issue has been resolved. Thank you 

  Business Response

  Date: 11/08/2023

  According to our records and signed paperwork from the homeowner this job was complete after our company went out 5 different times to correct issues to the satisfaction of Mr. ****** to ensure that we had everything done a certificate of competition was signed by Mr. ****** which I have attached. Items that were stated  on this document were addressed none of which is what is shown on this complaint. We would be happy to go over this with you. Please give us a call @ ###-###-#### to resolve this. We appreciate your time and are always open to all feed back good or bad. This will only help us improve for future customers.  Thank you 

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The second section that specifies “Certification of Completion” was NOT signed. We have tried to contact your office numerous times. 
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 11/13/2023

  Signed  Certificate was uploaded in the last response and I have uploaded the Signed COC From the ******s again to this one 

   

  Thank you. 

  Customer Answer

  Date: 11/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The document provided has been highlighted to show what was signed and what was not singed; ie Section B: Certification of Completion. 
  The reason the crew has had to come back 5 times is because they were drinking on the job. Which we provided video surveillance to you, and you continued to send them back. The quality and workmanship lacked from the start of this project which we tried to address with you day one. The last day a crew was here was months ago and they damaged more siding, didn't paint what was intended and left more paint/caulk on the windows, railing, siding and brick. 
  

  It is apparent you arent willing to make things right or have any integrity as a company. It is not our fault as homeowners the crew you hired screwed up our project as well a handful of others (from which yourself and your employees have stated).

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

  Business Response

  Date: 12/22/2023

  Our COC has two parts to it one being that the project is complete and you are happy. Those being the boxes checked above, which all were marked by Mr. ******. The second portion is if there are any outstanding issues that need to be corrected and money that would be withheld until corrected. On your COC You signed that the siding was satisfactory. The gutters were satisfactory and that the only minor issues to be corrected were #1 shingle repair where they had walked on a roof in the heat of the summer and damaged  and #2  flashing that needed to be painted. You signed stating that once those two items were complete that you would let us come pick up final payment, and that the door would be closed. We went out and corrected those items and then made multiple attempts to meet with you with no response and then weeks later being met with disrespectful text messages with more complaints when you had already checked off the siding in that same COC. Which you can see is checked off. Our install did get off to a rough start with you and unfortunately we did have to fire the crew that was on your project. But we corrected that issue and we went above and beyond to correct any issues that were made by that crew and did everything in our power to make it right. We sent our other crew out multiple times with a large amount of extra materials purchased by the company to make this right only to be met with hostility and disrespect. I stand firm behind our company and the lengths we went to make this right and the money lost that we covered due to our crew issues when a lot of others wouldn’t have done the same. 
  
  
  
  
  

  Customer Answer

  Date: 12/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is entirely inaccurate.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:09/27/2023

  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.

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

   

  i also have voice recordings from the window company letting me know they never received a call from northern asking for an update on the missing window. The text screenshot is from Josh an old employee that was let go. I originally felt my issue and frustration was due to him but I now am wondering if  northern was also part of the problem. I OSB boards I attached a picture of as she stated in the email they ordered 16 sheets and used 8 on the roof. I don’t feel this is true as I have 11 full sheets still on the side of my house. I sent an earlier email about an issue regarding the roof that I still don’t feel was ever addressed properly as Josh not Sam ever came out to look at the problem. So how could you properly address an issue if you have never been on my roof or even came onsite. I have that email I can send in as well. In regards to the invoice on the window I made a progress payment for the project that covered the windows as they were done minus the warranty window. I held final payment until remaining of the siding was completed and punch list items. I had to do the punch list items as they never came to finish those. I still had a damaged dip edge that has not been fixed. I have a lot of screenshots and pictures but the system says it to large of a file. I am happy to send them over to the BBB just need to know where I can upload as I have a lot plus voice recordings 

  Business Response

  Date: 10/16/2023

  I have attached photos from correspondence on our customer portal on the project as well as a signed certificate of competition. which disproves claims of us lying and this customer being unhappy. I was shocked this was filed. We did our best to make sure Mr. ****** was happy with is project and went out for punch list items to make sure he was happy with the completed project. As well as helping with the warranty claim on the window.  As for the invoicing for his rebate I tried to communicate with him on that for clarification on what was needed and informed him I could not help with this until the invoice was paid in full and that some of the items he asked for I wasn’t able to supply. He never reached out to me again on this matter. Hope this helps. Thank you 

  Business Response

  Date: 10/17/2023

  The window was a warranty claim with the distributor no longer through our company. We got the claim started from there they took over including sending someone out there to replace it. There was no longer a reason for us to call the supplier they had it from that point which we explained to Mr. ******.

  We always bring more material on site incase it is needed. we used the amount we charged you for. Left over material has nothing to do with what was used. you were only charged what was used.  I also explained that in a conversation with Mr. ******. The job was bid for roofing, windows and siding, Progress payments are made but the entire job has to be paid in order for any warranties to be applied or rebates of any kind. We look at the job as one lump sum. Again Mr. ****** Singed our Certificate of completion with no issues. If there was issues why would that have been signed? Further more Mr. ****** was in constant contact with us regarding the project and I am not sure why this was all not brought up when final payment was made and was then brought up as a compliant on the BBB but not with the company according to my records and what I submitted he signed off on the job as complete. 

  Customer Answer

  Date: 10/17/2023

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

   

  whenever a issue was brought it was never addressed properly. I signed it to be done with them as the project was concerned. Not stating that I wasn’t going to file a complaint. Like I said I have multiple texts, recorded calls and emails to show. Upload them all is a problem to this site. Punch list was never completed. It was only completed by me. Whenever I talked with Sam to get this scheduled he would have excuses and say the guys would be out to get it all done but guys would show up for a short time then leave. I even explained to the guys about the punch list and they responded to me that they would have to talk with Sam. My intent with this complaint is to hold them accountable. They left extra material that I was told by Kelcie oh we will come get that. That material is still at the residence and now by LAW consider abandonment of material/property. I was never given any paperwork as who to contact in regards to the warranty. Sam would not give it,I took the initiative myself to call the supplier and talk with Susan. She after some time was able to get it handled as was amazing to work with. As far as accountability go, if some sort of compensation is offered great but not expecting it. Docking there rating would be start. They do good would as far as the installers go but the office absolutely not even close. Wasn’t worth all the fighting at the end to argue over emails as they stopped talking my call and would call me back. I just don’t want this to happen to anyone else when I clearly stated from the beginning to Sam, Kelcie and when Josh was the PM that honesty and communication was very important to me. They failed miserably. And as far as the OSB board charges as concerned the math do add up even by her own standards.