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Business Profile

Gutters

Exterior Source of Tidewater, VA
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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 Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Fiancé and I reached out to Exterior Source for an estimate on pavers placed from driveway to around the existing fire pit and placed a seated wall halfway around the fire pit. We showed ***** (consultant of Exterior Source) our reference photos of the idea we wanted in our backyard on 6/7/2024 @430 pm. He told us that his company can make our idea a reality and even let us view some of his recent work on his company ipad. I congratulated him on a job well done on his previous project and wanted to move forward. We were told that *** of the total cost would be needed to get started getting the material. We paid ******** with ******** remainder upon completion. The work was started on 07/19/2024 and they claim completion on 07/21/2024 due to inclement weather. Upon completion on 07/22/24 I reached out the **** ( one of the owners) from the company about our concerns regarding the seated wall. He mentioned he only went by what ***** put in the sketches during consultation and would have ***** call back to discuss. ***** finally called on 07/26/2024 and stated he needed to contact his project manager and get back to us. On 08/5/2024, after not hearing an update, reached back out to the owner for an update. He states the general manager would contact us. The general manager called and discussed our concerns with him to which he called it " buyers remorse" and would cost us more to fix to our original idea. He states that he will need the remainder pay from us despite our concerns and it would cost more to fix. I have included the photos of the backyard before the project, the photos of reference presented to ***** during consultation, and what we were left with.

    Business Response

    Date: 08/13/2024

    Due to a miscommunication with our design consultant and Ms. *****, we have agreed to extend her seated wall 4' on each side at no cost to her.  Ms. ***** has paid her job in full and the work is scheduled for Wednesday, 8/21/24.

  • Initial Complaint

    Date:07/05/2022

    Type:Product Issues
    Status:
    Answered
    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 was expecting to get my front door installed within 3 months of contact with this company. I spoke with Shane who said I should get a call soon to schedule a time for installation. This was on March 30, 2022. Finally after FIVE months(June 30) with no word on when I would get my door installed, I finally called the company only to be told that someone would call me the next day(July 1). On Friday, I spoke to a representative that told me that my sales man would call me back to give a status on what was going on with the door being installed. At that time I told the representative that I no longer wanted the door and that it had been 5 months since I heard from them and I had to reach out to THEM. I told them to cancel my order and refund my deposit ************ and that this type of service is unacceptable. The next day, Saturday, July 2, they call me and tell me that my door had JUST come in and they wanted to schedule a time to install it. I told them once again, CANCEL my order, but they insist that they must install the door. At this point, I told them do not harass me anymore about the door and to cancel my order. I just want my money back and for these folks to go away. If this can not be handled in a civilized manner, then I am willing to go to small claims court in order to get my money back. This is not the way you conduct business. Although I signed a contract with them to be able to cancel my order within 7 days if I wanted, I feel this contract is null and void due to no contact, nor work has been done with said contract within 5 months of signing said contract. AND it seems very shady that the door FINALLY appears after I had to reach out to the company to find out the status of my order. Prior to me calling this company, I had no contact with them at all!

    Business Response

    Date: 08/29/2022

    Business Response /* (1000, 10, 2022/08/09) */ Response To Case XXXXXXXX: *** ***, I understand your frustration; however, your account of the events is not entirely accurate, and is missing some key facts. Our salesperson met with you and your husband, with the contract being signed on April 20th. Together you all designed a custom door, a custom window, and some shutters. He stated that the usual turnaround time for an order like yours would take around 90 days (3 months). Everything was finalized, approved, and double checked by you once you signed the contract. In that contract you are given a grace period of three days to cancel your custom order, and advised that after the grace period a refund would no longer be possible because the products you ordered are custom built to order. Your orders arrived earlier than projected with the final item arriving June 30th, which was a 60 day turnaround.. We were getting ready to set up an install for you when you reached out to us. I do apologize for any lack of communication that *** have occurred during this time. All of your custom products are in our warehouse, and are ready for installation. A refund is simply not possible because everything that you ordered was custom made to your specifications, and we have unfortunately passed *** cancellation grace period. We really would like to help you out and come to an amicable resolution. Please give us a call or an email so that we *** do so. We look forward to hearing from you! Thank you!

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