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:12/04/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 signed a contract 03/23/2023 to build retaining walls in the backyard of our townhome. The total quoted was 31,000.00 and we paid a down payment of $6200.00 that day. We were given permission by our HOA in September after a long back-and-forth and several administrative errors. When I emailed our project manager to inform him of the approval, I had no response for several weeks. I eventually texted the owner/president of the company, ****** *********, on October 11 to let him know the project was approved. He called me back October 25 to inform me that he had lost his license to contract in the state of Virginia due to a customer’s complaint. He wanted to transfer our contract to an associates company but we opted to find our own contractor based on the proffered companies’ apparent specialty being deck building, not masonry. We requested a refund of our $6200.00 deposit but ****** ********* has not responded to requests.

• Initial Complaint

  Date:09/05/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Week of May 29, 2023 contract was signed.Some excavation and masonry work begun (unsatisfactorily and promised to be remedied) mid-July. Demo of decks was completed week of July 10. We have been trying to get in touch with him/them and have heard nothing since July 26. We had attempted communication via text message and more recently, phoning the office. I understand that there may be a personal family issue; however, no one reached out to us to apprise of the situation nor to inform us on when/if he expects to return to our project. Moreover, in the limited communications in July, **** made various promises about next steps to occur, none of which materialized. Now he is radio silent. We have paid more than half (approximately $53,000) of the project's cost. On July 5, **** cashed the last $20,500 for "ordering decking materials". *************** (**** had me pick out decking there) has no record of an order for our project.After reaching out to their attorney, ****** (I presume, the company owner) got in touch with me on August 23 and bought American Exteriors another week to straighten things out. On September 1st I was to hear from ******, about how my project would get completed. I called his cell phone twice and his office number, as well. No one answered or called me back. I received an email from another employee, ***************** regarding picking up a piece of equipment during that week, which never materialized, either. We have met all our contractual obligations under the contract. We are left with shells of decks on either side of our house, rotten load-bearing posts, and unfinished concrete work. We consider our project abandoned and American Exteriors is in material breach of our contract.

  Customer Answer

  Date: 09/19/2023

  During my phone call from ******************************* on August 23, 2023, he specifically said that he was having cash flow issues.  He encouraged me to pay directly for materials (only $3,000-$4,000) that would speed the process of them continuing our deck project.   I declined to do so, since the money we'd paid just weeks ago was to be used specifically for materials. 
  We received an email from ********************** on September 6, 2023, "Please be advised that **** has suspended the company's license such that we are precluded from completing your job. Thanks, *******************************"
  We found that their license had been suspended as of August 8, 2023.  Why we would be encouraged to spend more money for a company that couldn't legally finish our project is simply bad faith.
  
  Additionally we have provided you with our email to them, dated September 7, 2023.  We are still working on getting estimates for the completion of our project.
  
  To date we haven't gotten and response or even an acknowledgment of our email to *******************************/American Exteriors.
  

• Initial Complaint

  Date:09/01/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 signed a contract with American Exteriors and Masonry on 3/19/2021 to provide us with a concrete patio and a shed roof to cover it with an expected start date of 7/19/21 and completion date of 8/1/21. They did not pour the concrete or build the structure until Spring of 2023. When they built the structure, it was inspected by the county on June 28th 2023 it failed on four different violations. Since then, American Exteriors and Masonry has not corrected the problems and stopped being willing to communicate with us. I have left voice mail messages and sent emails, but they have not responded. We have an unsafe structure attached to our home. We have paid them $25,980, and the project is not completed, and what was done was done extremely poorly.

• Initial Complaint

  Date:08/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed a contract with American Exteriors and Masonry on 4/12/23 to install a flagstone patio and a screened-in porch. We provided deposits for the flagstone ($4,667) and the screened-in porch ($5,075). Our main contact was *****************. **** informed us that work for the flagstone will begin right away and the screen room would be soon after he received the proper permits, however it was anticipated both projects would be done before 7/4/23. Flagstone work began around 5/3, where an additional $9,334 was paid for the job start, and then on 5/16, **** requested that we pay the Substantial Completion amount of $8,167, since the only remaining actions were to fix part of the poured concrete pad which was installed poorly, complete an acid wash on the flagstone, and repair some of the cracked grout. We agreed to pay the remaining final completion amount of $1,667 once this work took place. From the time the flagstone was completed, we made several attempts to contact **** regarding the status of the screened-in room. When he did respond, he said there were problems getting permits but he had an idea to work around the permitting process. Finally, in July (7/12), **** returned to our house to say that he had resolved the permitting issue and said the work for the screened room would finally be able to begin. He requested the Job Start amount of $6,800 so he can purchase materials, with the plan of work beginning in approximately 2 weeks. After two weeks, we made multiple attempts to contact ****. He said that there would be another week delay but he would send people over to finish the flagstone on 8/3. On this date, he contacted me and said the crew couldn't make it and would arrive the following day. After no one arrived on 8/4, we made multiple attempts to contact **** and the main office of American Exteriors but no one has responded. We are now trying to recover $11,875 (deposit and start) for payments made for the screen room that was never actually started.

• Initial Complaint

  Date:08/03/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 entered into an agreement with American Exteriors and Masonry (AEM) on May 18, 2023 for a deck that would cost $26,000. We paid the deposit of $5,200 that day and $10,400 job start fee on June 22, which we were told would cover the cost of materials. We were told that the deck would take no longer than one week to complete once they broke ground, although we agreed in the contract to the estimated 30 days after the job started, knowing that things come up, but were assured verbally it would be much faster and that a project of our scale would never take that long. The crew arrived on June 30 and as of August 3 the deck is still not completed and we do not have a commitment from the contractor to do so. After discussion with the owner of the company the evening of July 27, we were told that they did not have the funds to purchase the remaining materials, specifically railing and vinyl, despite the company having assured us multiple times that the materials were secured. The verbal agreement made on July 27, to our understanding, was that the job could be completed as long as we paid the suppliers directly for the railing and vinyl and no additional costs would be incurred by us aside from purchasing the supplies. This compromise was because of the severe delay, lack of communication and the wrong color Trex flooring being installed. We accepted that proposal, and did not plan to pay AEM any additional payments. After asking AEM to agree in writing, we received push-back on the portion that stated we wouldnt pay any invoices from AEM. We requested a call from the owner and additional clarification in case we misunderstood. When speaking with the owner on the evening of August 3, he could not commit to completing the project within two weeks of the materials being delivered and did not agree to even a 5% discount on the remaining balance to cover the inconvenience of the wrong flooring. The owner also hung up on me after asking for more direct and clear answers.

  Business Response

  Date: 09/06/2023

  The client is under contract to go to mediation before loging complaints. She did not do that and is in violation of her contractual agreement. I would advise her to take this down and comply with her agreement or she may be legally liable. Please see the back of her contract before procedding.

• Initial Complaint

  Date:08/03/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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 contracted American Exteriors LLC to install a patio in my back yard. After the contract was signed there was little to no communication from American Exteriors about progress. Every time we reached out, they would not respond for days or even weeks. When I inquired about canceling the project, we did not hear back for two weeks until we reached out again. The owner of the business replied in email that he thought we were kidding about canceling the project and that we had a legally binding contract and he would not refund any of our deposit. He then insulted me by saying that the only reason I would want to cancel is because I was unable to pay for the remainder of the project. I wanted to cancel because they gave us no information about the project, no updates, lies about the permitting process, and general very poor or insulting communication.

  Business Response

  Date: 09/06/2023

  This could not be further from the truth and is a boldface lie. **** was not available most of the time because of an emergency that he had at ****** Airport and could not find a resolution for. His girlfriend, **** and myself worked together to put this together. At the time of contract signing, **** gave us about five minutes and went back to the airport. Her and **** and I were in lock step with everything that was needed. All communications are logged and filed in our database. The contract states that there is a federal three day right of rescission. Months after the contract was written and after the project was walked and approved with ************* City Zoning department is when he decided he wanted to cancel. The contract states that to cancel, you need to send it in writing to the office. We received no such request. I never said anything about him not being able to pay for it. He is an OSHA inspector, of course he can afford it. He says no updates and no information, how did he know we were coming over with the city zoning inspector? He was at that meeting and did not mention any of this. Talk about lies? I'm really surprised he's doing all this, we were ready to start the project almost immediately but we couldn't because he did not fulfill his part of the contract which states he is to remove the existing deck. How can we start with his deck in the way. He insisted on taking down the deck himself to save some money. This makes no sense.
  

  Customer Answer

  Date: 09/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  There are numerous material misrepresentations in this response. There was very poor communication from, sometimes taking weeks for a reply to an email. I was made aware of the county inspectors in my yard because my neighbor called asking why the county was in my yard and taking pictures. I have not seen any evidence that a permit was ever pulled on my property. My wife and I had a person to perform the demolition as he was already going to be at the house and working on other projects. Once permits were available, the plan was to have our existing deck removed so American Exteriors could install the patio.  Very grateful we did not take down the deck because then we would have a giant mud pit for a back yard. 

  American Exteriors has stolen $2800 from me and looking at the other complaints on this sight I feel as though I am the lucky one that they only stole that much from me. 

  After my initial complaint, American Exteriors closed up their store front and moved without leaving any forwarding information. The business next door to their old office informed me that they packed up and left and that now they were getting numerous people coming in stating that American Exteriors took their deposit and they never heard back. 

  I had the police look into this for me and attempt to get the owner to peaceably get a refund. The police were not able to track down the owner of American Exteriors because the address listed on his driver's license is the old closed down store front. 

  The only acceptable resolution would for American Exteriors to be a respectable business and just refund my deposit so that we can both walk away from this and put it behind us. 

  Regards,
  
  *****************************

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Contract signed on May 26, 2022 for a small 14 x 16 foot all season porch and on June 7, 2022 for renovation of old shed behind our house. We have paid them $44,523. New porch was to include roof, **** decking, landing, windows, masonry stone, access door, door with a dog door and a bug screen. The shed was to get a new porch and steps, first floor insulated and covered with plywood, new windows and brown vinyl siding and trim to match main house, etc.. They have disappeared from the job for weeks and months. it's a pattern. They do not reply to emails and phone calls. Most go unanswered. They promise workers will be here or say we want to install shed windows but no one shows up and materials aren't delivered. We are never sure if they have gone out of business or have abandoned the job. They tore off the old porch on Oct 26, 2022 and still aren't finished. Porch still needs the door with dog door, windows, access door redone, area above where windows will be installed is still open, hole workers punched in siding needs repair, construction debris is scattered in yard. Only work done on shed was on Jan 6, 2023 when porch floor was replaced Company replied to an email we sent saying we planned to file complaints. Owner came out on March 20 and promised to get it done. Worker arrived March 22 and roof got fixed lights installed on steps and access door was made. However contractor didn't deliver any materials and the door looks uneven and needs a redo. The stone masonry was completed April 9. No one has worked here since the 9th although worker did come back to measure shed and put latch and siding on access door. Owner did say windows will be ready May 17th. We want them to finish these 2 jobs; consistently have a crew here working and deliver materials to do the work and not disappear for weeks or months. We want an actual schedule with dates for delivery of materials, dates workers will be on site and a finish date.

  Business Response

  Date: 06/07/2023

  I spoke with the client yesterday and we have an agreed plan for moving forward and project completion.

  Customer Answer

  Date: 06/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: ************** <************************>
  Date: Tue, Jun 20, 2023 at 10:28 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  

  I did not see your email and realize you gave me 10 days to reply. I kept looking for a reply and then I missed it. 

  This matter is not resolved. 

  The owner came out to job site on June 5. I showed him the problems with work. An inspector from Loudoun County had came back  out and reinspected the porch and he reopened the final inspection because 7 of the columns are warped and coming away from the railing.  Today June 20th he sent one worker out who only stayed on job site for maybe an hour and without completing much work. First time anyone has worked here since May 19, 2023. And, a crew is never sent out just one person.

  I don't understand how he can get away with tearing off our back porch on October 26, 2022 and on June 20, 2023 the job is not complete.

  Can you let me know if you can still help? 

  Thanks. ***** ******
  
  
  

  
  Regards,
  
  
  
  ***** * *** ******
  

  Business Response

  Date: 06/28/2023

  I, in fact did meet with the client and we, in fact did have a resolution. As I just responded to *** ******, I don't want to get down into the weeds with every piece of the punch list but we are and always have been in agreement with the items on the list. The resolution that we agreed to is that we would be completed with the project somewhere around the end of June. This information has never changed.

  Customer Answer

  Date: 07/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  No argument about the list. The list is not the problem. The problems is getting a crew here to do the work.  Owner says everything is resolved yet he won't commit to anything or give a final date. He said everything would be done by the end of June. This is July 11, 2023 and the 7 columns on the porch that are warped haven't been replaced and the windows aren't in yet. On the porch landing the columns are out of plum and the railing has come loose from the columns. No crew has worked on the porch since April, 9, 2023 when the stonework was completed. On July 5the owner backed out of the siding contract for the shed because the cost went up from $10,000 to $16,000. Yet on January 4, 2023 we wrote a check for $4,000 for the siding and with the deposit it was $6,000 we paid. We were told by Nate that the siding had been ordered and would be here in about 2 weeks. They never even ordered the siding. Then they disappeared for 2 1/2 months. Only one person has worked here since March 22, 2023 and they disappeared twice once for a month and the second time for 6 weeks. This is the person who is completing the list. This is how it has been since this project started.  Delaying tactics, lack of response and never committing to a finish date. The owner keeps saying it's the economy  and a worker shortage. It's been 9 months since they tore off our old back porch. Surely, in 9 months a crew could have stayed here long enough to finish. Also, we have no idea what the owner means by getting down in the weeds. We have paid him everytime he asked.
  
  
  
  Regards,
  
  
  
  ***** * *** ******
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:03/17/2023

  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.

  On May 1st 2022 ****** from American Exterior and Masonry came to my house to provide a quote for a new deck. After the conversation and the quote was provided ($15800 for a new deck installation). He pressured me to pay him on the spot for the initial payment while nothing has taken place. As of today, i still don't have a deck. ****** and his business still has my deposit and no refund has been provided.See attachment for detailed timeline.Thank you for your assistance *******************

  Business Response

  Date: 03/28/2023

  The following is verifyable by emails and phone records:

  ****************:
  On May 1st 2022 ****** from American Exterior and Masonry came to my house to provide a quote for a new deck. After the conversation and the quote was provided ($15800 for a new deck installation).He pressured me to pay him on the spot for the initial payment while nothing has taken place. I was very skeptical at the time but because my next-door neighbor has used ******'s service in the past, therefore I gave him the payment of $3160 on check number ****.
  I asked about the project timeline and was promised that he would provide me a drawing for HOA when he gets back to the office. I also asked about the county permit, he said he'd take care of it as well since I am paying it.
  Before leaving, he scanned my property plat into his phone and assured me that he has everything he needs to get the project started at soon as possible. He also promised that I will have a deck within 90 days if not sooner.
  I did not get a drawing for my HOA until 5/3/2022.
  American Exteriors and Masonry:
  *******************************, owner of American Exteriors and Masonry, based on the signed contract, requested deposit at point of sale and nothing was verbally "pressured". By signing the contract, **************** agreed to all terms and conditions, including providing a deposit at point of sale.
  ****** provided the drawing for HOA promptly on 5-3-2022, 1 business day after the contract agreement and date of sale. ****** also agreed to complete and submit the county permit which is part of the signed contract as well.
  ****** did scan the plat of the property that was provided by ****************. No promise was made regarding having the project to full completion within 90 days. The contract specifically states that "Estimated Start Date is 30-60 Days from HOA and Permit Approval" and "Estimated Completion Date is 30 Days After The Job Start."
  

  As previously stated, Carmen provided the drawing for HOA promptly on 5-3-2022, 1 business day after the contract agreement and date of sale.
  

  ****************:
  On 5/9/2022 I sent ****** a message asking about county permit, i was asked to call the office which no one answered.
  American Exteriors and Masonry:
  ***********************, Office manager of American Exteriors and Masonry called the client back on 5-9-2022 and didn't reach ***************.
  
  ****************:
  On 5/16/2022 I asked ****** again for the permit status and was told he had the document prepared.
  American Exteriors and Masonry:
  ****** mentioned to **************** on 5-16-2022 that that document was "being prepared" as opposed to "prepared", due to all the paperwork, application itself, drawings, plat with drawings and other documentation required by ****** ******* County Zoning Department. 
  
  ****************:
  On 5/17/2022 I advised ****** to expedite to county permit because HOA provided a limited time to complete the project.
  American Exteriors and Masonry:
  ******* was still in the process of submitting paperwork to ****** *******  County Zoning Department. American Exteriors and Masonry is under no obligation to expedite any permit submission based on *******************  HOA timeline; we can only request that **************** get approval from HOA on the project itself if needed. ******* had submitted the zoning application on 5-24-2022 with the plat the **************** provided.
  
  ****************:
  On 5/26/2022 I was told by **** (******* employee), the plat which ****** scanned when he was at my house is not accepted by the county.
  So, I called the County and was told the plat is good however it was not resized correctly by Carmens staff. ****** and his staff are incompetent to extract the plat from ******* phone incorrectly.
  American Exteriors and Masonry:
  The plat that the client provided was not accepted by the County and the Zoning Permit was rejected. ******* spoke to *************** on 5-26-2022 and told him the plat he provided was not accepted by the County. The signed contract states the client is responsible for providing a plat. **************** being aware of the incorrect plat he provided spoke to ******* and mentioned he would get an exact sized scaled plat in PDF format from the survey company and email it to him.
  
  
  ****************:
  On 5/27/2022 I sent **** 2 copies of the original plat, exact scale.
  American Exteriors and Masonry:
  ******* received 2 copies of the plat that *************** provided from the survey company. The 2nd attempt to submit the plat was rejected by the County on 5-27-2022.
  ******* contacted **************** on 6-1-2022 and told him we need to get the correct plat.
  
  ****************:
  On 6/3/2022 I asked ****** about the permit again,he continued to brushed it off.
  American Exteriors and Masonry:
  **************** emailed ****** on 6-3-2022 asking about the permit. ****** instructed ******* to adjust the plat himself and attempt a 3rd submission to the County.
  ******* emailed ***************** on 6-6-2022, I have the corrected drawing and will send this to ****** ******* County. Im still awaiting response from the County. Once I get information, I will update you. Please see attachment below.
  **************** responded, Thank you for the updates.
  ******* submitted a 3rd zoning permit attempt with the plat he adjusted himself on 6-6-2022. The County confirmed the zoning permit submission was received on 6-6-2022.
  ******* contacted the County to ****-2022 asking for an update on zoning approval.
  ******* emailed **************** on ****-2022 and let him know the permit submission is still at the County under review.
  **************** responded by email on ****-2022,Thank you for the update.
  The County approved the zoning permit including the plat on ****-2022.
  ******* paid for the zoning permit on ****-2022.
  ******* received the zoning permit by email on ****-2022.
  **************** emailed ******* on ****-2022 asking, Do you have any updates?
  ******* responded to **************** by email on 6-23-2022, *********** we finally received zoning approval.
  
  
  
  
  ****************:
  On 6/23/2022I was told the zoning application is approved, however the permit is still not submitted until 7/5/2022.
  Eventually the permit was approved and the invoice was sent to ****** office on 8/2/2022 but it was not paid until I reached out to them on 8/8/2022.
  With the permit in hands, ****** and his staff continued to drag their feet and refused to carry out the project as soon as possible like ****** promised when we met the first time.
  American Exteriors and Masonry:
  **************** emailed ******* on 6-24-2022, Have you submitted the permit application? If not, please do it by the end of this week.
  **************** email ******* on 6-28-2022, Good morning,****, Any updates on the permit?
  ******* responded by email on 6-29-2022, I need to confirm everything with your project and design to start permit submission.I will update you accordingly and make sure we get moving this week. My apologies for the delayed response as I was out of the office.
  The County requested on 7-1-2022 whether the water and sewer supply for **************** was private or public.
  ******* emailed **************** on 7-1-2022, Im in the process of permit submission, but I need to know what your water supply is and what your sewer supply is. Once I have this information from you, I can proceed. Please see attachment for water supply choices and attachment for sewer supply choices.
  **************** responded on 7-1-2022, Its Service Authority.
  ******* submitted the building permit on 7-5-2022.
  ******* emailed **************** on 7-5-2022, Your permit has been submitted as of 7-5-2022, today. I will stay on top of this and keep you updated.
  The County requested additional information regarding the permit on 7-8-2022.
  ******* talked to Permit Reviewer *************************** on ****-2022 regarding the additional information.
  ******* followed the instructions from the County and sent the additional information on ****-2022.
  **************** emailed on 7-26-2022, Hi **** have you got any updates?
  ******* responded on 7-26-2022, The county has everything they need, just waiting for them to give us final approval of permit. I will contact you once I get approval of course.
  **************** responded on 7-26-2022, The permit is approved and listed on county portal.
  What is the next step and timeline? Thanks.
  ******* responded on 7-26-2022, The Zoning portion is approved. The Building portion is not.
  Building is still in progress, which means we still don't have final approval.Once we get final approval they will alert me and request permit payment. Once I complete payment, I have to retrieve the permit. Im just waiting on the County.
  **************** responded on 7-26-2022, Please double check. Zoning approval:
  ******* responded on 7-26-2022, The progress is still in pending status, it hasn't been assigned and they haven't issued it either. "Approved" doesn't mean issued and once they finalize,they will send me permit payment request. I'm waiting on the county and can't do anything until they give me final approval and payment. Please see attachment below with my contractor portal access.
  I've also called, and they gave me the same answer, we're very close so I will let you know.
  ******* emailed **************** on 8-1-2022, I called the County to see what the delay was, and they said they needed our ****** ******* County Business License and ******** State License which I already gave them when I submitted the permit. They apologized and said they found the documents and will process that and send me an invoice tomorrow or Wednesday to pay for permit. The mistake was on their end, but that's ok. I will contact you once I have the actual permit in hand and I can discuss project start dates with the office.
  The County approved the building permit on 8-3-2022.
  **************** emailed on 8-8-2022, Hi ******************** was sent on 8/3, have you looked into it yet?
  ******* responded on 8-8-2022, Yes I received notification. We just need to process payment,obtain a permit and set you up on the schedule. Could you please provide your HOA approval so I can include that with documents.
  **************** responded on 8-8-2022, HOA approval is attached.
  ******* responded on 8-8-2022, Thank you. I didn't see that at the bottom of our thread.
  I have stored HOA with existing documents. I need to talk with ****** to schedule you and will update you on dates.
  
  
  ********** contracted Covid and provided ****** and *********************, General Manager of American Exteriors and Masonry positive Covid test results and was out of work for nearly 2 weeks. ***
  **************** emailed on 8-15-2022, Permit fee still shown as not yet paid.
  The delay is getting unacceptable. My father and us wanted a deck in May, he now passed away and we still have not seen it after more than 3 months.
  ******* paid for the building permit on 8-16-2022.
  ******* received the building permit by email on 8-16-2022.
  ******* responded on 8-16-2022, ****************, I'm truly sorry to hear about your loss.
  The permit has now been paid, processed and I'm meeting with ****** and ****** to schedule your project. My apologies for the payment delay as I was out sick for a few days and just now back in the office. I will keep you posted on dates.
  ******* emailed ***************** on 8-18-2022, We have an installation meeting in the office next Wednesday, August 24th for your project. I will update you with dates on when we can start.
  Talk to you soon.
  ******* emailed *************** on ****-2022, We just had a meeting in the office regarding your project. We typically start construction within 60 days of HOA and Permit Approval. The permit was approved on 8-3-2022 which would put the start date at ****-2022. The issues with Building and Zoning at the County delayed the permit approval. We will do our absolute best to start before that time frame. I will keep you posted on this and let me know if you have any questions.
  ***The timeline is within the agreement on the signed contract with ********************
  
  ****************:
  On 8/24/2022 I was told the start date for the project will be 10/3/2022, whole 5 months after ****** took the money.
  American Exteriors and Masonry:
  **************** emailed on 8-25-2022, At this point, i wouldnt care much if you start the project 120 days, 200 days or may be 6 years after permit. Hopefully your crew wont have to dig the holes in the frigid temp with snow and ice cover the ground. 811 must come out again since the paint marks have been long gone. Do whatever you see fit.
  ***No work could have been started on ****-2022 due to constant heavy rain the entire day. ***
  
  
  **************** emailed on ****-2022, Today marks five months of the deposit check was cashed. The money has been taken and no work has been started. It is safe to assume that AE&M has no intention or interest of carrying out the project as contracted. I, therefore, am requesting the refund of the deposited amount. I will follow up in a couple of days and will move to the next step of contacting the *********************** if there is still no progress. Please advise
  
  ****************:
  On 10/3/2022 no one showed up for the work, no email informing of what is going on until I reached ******* office.
  They blamed it on the weather pushed the start date even further.
  At this point, I do not have any more trust in ****** and his staff.
  ****** and his staff have failed to do their job from the start, they have failed to deliver their promise.
  They have breached the contract.
  Because of their incompetence, I have asked ****** to give my money back.
  So far, he has refused to do so.
  This is why I am in need of your offices assistance to get my refund.
  I believe ****** has violated the VA consumer protection act by not delivering a product as promised, like article below stated:
  Using any other deception, fraud, false pretense, false promise, or misrepresentation in connection with a consumer transaction.
  American Exteriors and Masonry:
  ******* emailed **************** on ****-2022, Yesterday,October 3rd was our plan to start, but it's impossible to dig footings in the constant rain as you know. Our plan is to let the soil dry today, dry tomorrow and have our advance crew come out Thursday, October 6th to dig footings. We will call for a footings inspection once completed, prepare materials and start framing next week. As we plan to start your project this Thursday ****** will need to pick up the start check. Please let me know when he can come by today so I can coordinate. We look forward to getting this project started and appreciate your patience.
  **************** responded on ****-2022, Thank you for getting back. I will promptly provide a start payment as soon as the project is started including supplies are dropped off and inspection for the footings is completed. Providing another payment at this time is not possible due to the same reasons I have been experienced for the past five months. Hope you understand.
  ****** emailed *************** on ****-2022, Phu, I tried to call you, but your phone went to a voicemail back that has not been set up and therefore I can't leave you a message. Please call me at your earliest convenience to discuss the matter.I don't want you to put your job on hold for the wrong reason after we have all come so far on this.
  **************** responded on ****-2022, I will not be able to communicate using phone, please using email as a form of correspondence between us going forward. There should not be any reason for further delay. My previous request of having project started prior another payment is provided is not unreasonable after an extremely long delay.However, you have the option of providing me a refund should you choose not to carry out the project.
  ****** responded on ****-2022, The problem with emails and texts is that they are too impersonal,and you cannot tell one's tone and these things sometimes get misinterpreted. ,if you insist, I will but please do not mistake my tone for anything other than kindness and sincerity.
  I believe your request is unreasonable. I don't want to go into a black hole of all the issues to this date in pulling your permit, but I know you know what they were. , we are well within the boundaries of the contract on all issues.We were scheduled to start your project yesterday, but you know we cannot dig footer holes in the rain as they will become water soaked and will not pass inspection. It's raining today, and they are calling for rain tomorrow. That is why we rescheduled your job for Thursday. Our agreement is that we are to pick up the start check up to ********************************************************* no way negotiable. We have your approved permit in hand and are ready to proceed. As I said previously, I don't want you to put your job on hold for the wrong reason after we have all come so far on this. I can only hope you understand.
  Please advise.
  **************** responded on ****-2022, If the timeline was followed, i would have had the deck by now. There was no sense of urgency or commitment through out the process. You may go back and review as why it took so long to obtain the permit, after all, you are the professional contractor who should know the process inside out. Should you choose to delay or not to move forward with the project, I request you provide me a refund of the deposited amount.
  ****** responded on ****-2022, Again, I dont want to go into a black hole. Are you forgetting about the five weeks It took you to get us the plat that we needed? Remember you were going to call the county and get them to accept the plat that you gave us. You were not successful in that venture but we waited for you to do what you needed to do so Lets just take that off the timeline and now we are ahead of schedule. Right now we are on schedule even though you took five weeks to get me a plat. Im well aware of a lot of the pitfalls it takes and getting a permit pulled. Do I know all of them? Absolutely not. That would be impossible and egotistical statement to say that I know everything. Also remember that you sent us an email that said we could take 120 days to start the project. We are just barely at the 60-day point. Also look at the contract it says approximately 60 days. My friend we are there. Please reconsider your position so we can move forward.
  
  **************** responded on ****-2022, You collected the plat on the spot which you confirmed that was adequate however it was not. Do not try to deflect your error. You have the obligation to provide the required work after taking the payment, however you have not demonstrated so.
  I no longer wish to offer you any more additional time to complete the project. Again, either you accept the previous request or provide the refund,The choice is yours.
  ****** responded on 10-5-2022,Phu, I have no idea where this is all coming from. We're not deflecting on any issues so I'm not sure what that means either. All I'm saying is I'm not interested in cancelling your contract and I have no intention to not hold up my end of the bargain. I can offer you one consideration. I would be willing to start the project by digging the footer holes and getting them inspected with no money from you to show more good faith on our part. As far as purchasing all the materials for your project at the expense of the company,that is outside of company policy.
  **************** responded on ****-2022, Unfortunately, I will not be able to accept your offer and have decided it is best if you can provide a refund. I no longer have the confidence that the project will be completed in a satisfactory manner. The refund is expected to be issued and mailed by 10/16/2022
  As I mentioned earlier, *********************** is aware of my situation,should I face any difficulty in obtaining my deposit back, a formal complaint will be submitted.  
  ****** responded on 10-13-2022, ***************. We have a legal binding agreement.
  We are clearly within the bounds of the agreement. We had you on the installation schedule and as you know, it rained that day and the two days following. We cannot dig holes in the rain as it will not pass inspection, as I explained previously. Since your decision is to hold off on the installation, we stand ready to install your project with a reasonable notice.
  **************** responded on 10-13-2022, Based on your response, i assume you have declined to provide me a refund for the deposited amount. Therefore I will file a complaint with the *********************** for an investigation into your business practice as it is against the ******** Consumer Protection Act.
  ****** responded on 10-20-2022,We have a legal binding agreement with you, and we are on time and within the boundaries of the contractual agreement. Remember, if we have to defend this,you are liable for our attorney fees. I don't want to see that happen and I know you were excited to get this deck installed. I'm suggesting we move forward and get this done.
  
  
  TIMELINE SUMMARY OF EVENTS
  5-1 SOLD
  
  **** ZONING SUBMITTED
  
  **** ZONING REJECTED, NEED SCALED PLAT
  
  **** REQUESTED SCALED PLAT FROM CLIENT
  
  6-3 REQUESTED SCALED PLAT FROM CLIENT AGAIN
  
  6-6 SCALED PLAT RECEIVED, ZONING SUBMITTED SAME DAY
  
  **** CALLED COUNTY, NO UPDATE ON ZONING
  
  **** CALLED COUNTY, RECEIVED ZONING BUT NOT REVIEWED
  
  **** COUNTY REVIEWED AND APPROVED ZONING
  
  **** ZONING CONFIRMATION AND RECEIPT
  
  7-1 COUNTY REQUESTED WATER AND SEWER
  
  7-1 CLIENT CONFIRMED WATER AND SEWER
  
  7-5 BUILDING SUBMITTED
  
  7-8 COMMENTS FROM COUNTY
  
  **** CONTACTED PLAN REVIEWER
  
  **** DRAWING REQUEST SENT TO ******
  
  **** ****** COMPLETED DRAWING
  
  **** DRAWING REVISION SENT TO COUNTY
  
  8-3 COUNTY APPROVED BUILDING
  
  **** CLIENT CONFIRMED OUR START DATE OF ****
  
  **** STEADY RAIN
  
  **** STEADY RAIN AND STEADY RAIN FOR 10-5
  
  **** CLIENT CONTACTED FOR **** START DATE

  Attached is a letter from the Attorney General siding with the company.

  The fact is that we have a legal, binding agreement that has a three day right of rescission. **************** has far exceeded that. We stand ready to install his project with reasonable notice.

  Customer Answer

  Date: 03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The Attorney General office is not prosecuting civil cases and they are recommend to take this case to small claim court. I just want to give the business another chance to redeem themselves by provide the refund before taking the matter to a judge as recommended by the AG office.  
  They were supposed to carry out the work as agreed upon on 10/3. They did not show up, they did not call therefore they've breached the contract and refund should be provided. Weather was their excuse to delay further. 
  

  Regards,

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

• Initial Complaint

  Date:03/02/2023

  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.

  *********************** (Claimant) and American Exteriors and Masonry (Respondent) entered into a residential construction contract dated August 08, 2022 (Contract), of which a true and correct copy is attached to this complaint. The Contract specified that the Respondent was to construct a deck with the place of performance to be the same as the Claimants address. Claimant has provided all required payments, including $8,400 for deposit and $16,800 for job start, and adhered to all other terms set forth in the Contract. However, Respondent has failed to perform the services set forth in the Contract in an objectively reasonable timeframe and has not operated in good faith with respect to Claimants contact attempts to resolve the matter and bring the Contract to an amenable conclusion. In accordance with the Contract terms, work began and the job start check was provided on October 13, 2022 (Job Start). The Contract states that the estimated completion date is 30 days after the Job Start, and it has been more than 135 days with approximately 50% of the project completed. On multiple occasions from Job Start to present, Respondent has engaged in practices which meet the statutory definition of Abandonment as articulated in Virginia Administrative Code (18VAC) 50-22-260-B(9)(14) through unjustified cessation of work under the contract for a period of 30 days or more. During these episodes of Abandonment, Claimant  contacted Respondent numerous times via email to request updates on work schedules. Respondent promised that work would resume on many occasions, but did not, and no explanation, justified or otherwise, was provided for these 30+ day periods of non-performance. As of the date of this complaint, the Respondent remains in the statutorily defined state of Abandonment on the project.

  Business Response

  Date: 03/20/2023

  The deck is completely framed and is in need of decking and railings.

  We did have numerous delays, however, we sent someone today to start work back again and have emailed the client.

  We intend to have the project completed on the clients requested timeline and we apologize for the delay.

• Initial Complaint

  Date:10/23/2022

  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.

  We signed a contract with American Exteriors and Masonry on August 12, 2021 to construct a screened porch in our backyard and paid a deposit of $5580 at that time. After some delays in getting the county for approval, it was received on March 2022. We were initially given a start date in April 2022 but it never happened. We were told of a start date in May 2022 and a start fee of $11,160 was collected by **** (employee of AEM). We were told that the start fee is for purchasing the materials and the materials will be delivered to our home. That never happened. On 5/31/2022, holes for the porch were dug in our backyard and it failed the initial inspection. On 6/16/2022. the holes were corrected, it passed the inspection. Concrete was poured in the footholes. Since then no other work has been performed and we have been sitting with these holes in our backyard for the past 4 months. We emailed the company several times to start the build so that the holes can be closed soon as they pose a hazard. We have seen kids running around the holes and its not safe to have these holes. Nothing was done. As per the contract,the work is expected to be completed within 30 days from the time the start fee is given. We tried to reach the company over emails and phone calls (unanswered and left messages) requesting the company to give us a plan for the work and start the build. **** was communicating with us and giving some dates and then nothing happened. The last response from **** was on August 24. We sent many emails requested them to Start the Porch build or refund us the money. We tried to reach them on phone as well. No more replies from them. At this point we have waited for more than a year from the contract signing to get the screened porch done. All we have are holes in the yard. WE have lost faith in American Exteriors and Masonry and We are seeking to get refunded the $16,740 that we have paid them.

  Business Response

  Date: 12/02/2022

  From: Carmen P******** <******@american-exteriors.com>
  Date: Fri, Dec 2, 2022 at 4:22 PM
  Subject: Customer responses
  To: BBB / ***** ****** <*******@mybbb.org>, <[email protected]>
  
  *****, I know I'm behind your timeline on responses but we are trying to work some of these out with the client directly.
  We have been in contact with *** ********* and are in agreement to restart his project on the week of December 12th.
  
  Thanks,
  
  Carmen P********, President
  
  American Exteriors & Masonry
  
  26 Fairfax Street SE, Suite 204
  
  Leesburg, VA 20175
  
  American-Exteriors.Com
  
  ***** ******** Office