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:10/19/2022

  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.

  We ordered 2 doors and 3 windows through Harley exteriors. We were warned that it would be a couple months before the items would come in. Doors and windows came in and we scheduled an install for the first week of Sept. We paid $23,202.98. for everything including install. First sat in sept came, and windows were installed with no issues. However the doors were ordered so they opened the wrong way. The basement door was damaged so badly it couldn't be put back in (No issue) except the door didn't have any hardware, so they used our old doors look, but the handle wouldn't fit....so we ***** rigged it in the doorframe expecting that the doors would be put on rush order. The main door frame is damaged (but I really didn't care since we didnt' plan on keeping it) however, now that it's over a month later and we still DO NOT HAVE A RESOLUTION. When Harley gets called, we are told 'we're looking into it' At this point it's no longer an acceptable resolution. Get it together, get the doors or refund us for the doors and the damage to the door frame and we will go somewhere else for the doors...someone who won't give us the run around.

  

  Business Response

  Date: 10/21/2022

  We have spoken with ************* yesterday and have advised that we are ordering 2 new doors that swing the correct way at no extra cost. We will be in touch as to the status of the order, and when they arrive we will setup a time for the installation.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18248784
  
  I am rejecting this response because: It took you OVER a month to even order the doors. The install team called you and told you the issue, and it was ignored. You have no idea the smoke/bugs that are coming through the front door. ***************** doesn't even have a handle, JUST a dead bolt scavenged from our old basement door. Someone could easily stick their arm or a tool in there and get in the door. You say 'at no charge' like it was exactly as we wanted and then rejected it for some stupid reason on our end. The doors opening the wrong way would damage the wall/door in the basement and the front door opening the wrong way blocks the basement stairs access... You called my husband about 2 hours after I made this first BBB complaint. You've ignored both him and myself when we commented on ********* called, and did ****** reviews. Then you ended up blocking me on ******** instead of stepping up and fixing the issue.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/09/2022

  We spoke with ************** today. We are currently waiting for the manufacturer to get the doors in and let us know as soon as they arrive. Then we will immediately contact the customer and let them know when they have arrived.

• Initial Complaint

  Date:10/19/2022

  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.

  We started off with this company really impressed with the customer service and unfortunately it has been downhill since. The initial sales pitch was very long but we felt comfortable with the salesman, so we worked out a final contract after negotiations. We were told it might be 10 weeks until our project could get started, and it would be a 1-2 day job. A month later I get a call from the financing department asking for signatures and payment, however we were paying on our own- with a HELOC. This was our first delay, they had not sent out the order yet, waiting until they received the money, which we were not aware of. Thankfully once the order was placed, it was ready within a few weeks. Installation was scheduled for 2 days in the end of June. When they arrived, we noticed that the window grids were not the correct shape- they were "flat", we had ordered "sculpted". Despite the mistake they installed the windows anyways. Through many phone calls and emails, they agreed to order new windows with the correct grids.When they returned with the new windows with the correct sculpted grid, they had changed the grid pattern on 3 of them which didn't match the rest. In addition, a few of the windows have red marks between the panes of glass from the factory which cannot be washed away. We also had them replace a bay window which has been completely done wrong. One was installed crooked, and the grid heights don't match across all 3. There have been several gashes made to the window frames as they have had to install, remove and reinstall multiple windows in the same place due to mistakes, which will now need repair.The biggest problem is, we are getting no answers for when this will all be fixed and done. We are over 3 months from the start of the project. Every time we call, we hear " Let me look into this for you" and don't hear back.Quality of the final project when done right is great, but customer service and communication is awful.

  

  Business Response

  Date: 10/21/2022

  We have notified the manufacturer of these needed repairs and fixes and they will now be reaching out to the customer to setup a time. It can take about **** business days for the manufacturer to contact the customer. As soon as youre contacted by the manufacturer you will need to confirm a day and time with them before they will come out for service.

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair 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.

  In April 2021, I purchased an 880 sq. ft. home with a new Harley Exteriors installed roof. Installation was 11/6/2020. On 5/13/21 ************** of Harley sold me a warranty transfer for $100. Her email stated that the warranty "covers anything we touched labor and materials." The cost for the new roof, plywood sheathing & rot repair was $18,727.54. The roof contract, R9707, called for installation of a vented ridge system, all new boots, seal & flash all protrusions, and new eve metal. These were not installed. The contract states "install to manufacturer's specifications". Based on bulletin 201-B for CertainTeed's Presidential TL, the roof must be ventilated or insulated. The roof is not vented and has no insulation.The roof is a ***** style roof with a *************** wood deck. There is no attic. Numerous phone calls and emails were exchanged with Harley which has a high employee turnover necessitating numerous calls & emails. After 4 site visits from two project managers, ************** and **************** and two visits from *****, the roof installer, ****** stated that "were gonna proceed and install your roof, we're going to proceed and replace your rot". ****** was fired/left the company in early July 2022.************** from the ******** took over and scheduled ****** of Prestige Roofing to tear off and replace the roof on August *****, 2022. A mold inspection company called at *****'s request on 7/29/22 and scheduled a site visit for 8/3/22. They cancelled the appt the same afternoon. No further follow up was received from ***** and no roofer arrived on August ***** to complete the tear off and reroof. On 10/14/22 ***** stated that the ** and all the staff were "in the office" that day & to send her the info on what the defects were with the roof. Please refund the $18,727.54 cost of the roof. I would like to hire a different contractor to perform the work.

  

  Business Response

  Date: 11/04/2022

  Our owner and/or GM is looking into this and we will be contacting the customer soon.

  Customer Answer

  Date: 11/06/2022

   
  Complaint: 18174996
  
  I am rejecting this response because:

  I appreciate the fact that the owner of Harley Exteriors and/or the ** will be in touch with me soon.  Please respond with a date that you will be getting back to me by.  (Within five working days, for example).

  On 5/3/22, Harley project manager **************** stated "the ** is also aware of what's going on".

  On 8/2/21 Project manager ************** issued service ticket ****. Nature of problem stated was "why can I see plywood"?

  The extent of this timeline indicates the excessive time Harley Exteriors, **** has taken to address my warranty issues. Over 30 communications have been documented over the past year. There has been a delay at every turn. The staff turnover is significant as ***** stated in her conversation with me and that I have observed over this past year.

  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/11/2022

  We apologize for the delay. We are still looking into this and will be reaching next week.

  

  Business Response

  Date: 11/18/2022

  We will send ****** out to remove certain sections of the rot and tongue and groove, as well as replace certain sections of the shingles. We will need 2 days of good weather. We will contact the customer to schedule a good time.

  Customer Answer

  Date: 11/28/2022

  Dear Better Business Bureau,

   

  Enclosed, please find the partial Warranty Info that was sent to me by Harley (from *************************), on 5/13/2021.

   

  On Tue, 11/22/2022 at 11:19 am, I was surprised to receive a phone call from *********************** (of the service department of Harley Exteriors). She stated that Harley would repair the items discussed in her previous email. These items refer to removing, repairing, and replacing parts of the roof and rotted areas. She claims that Harley need only address the warranty items and not what was stated in the original contract, as I was not the owner of the house at the time. 

   

  (On tuesdays phone call I did not have time to devote my full attention to the call from ***********************. I mentioned to ***** twice, that I was on my way out the door and asked her to put her proposal in writing and send it to me which she declined, stating that nothing further would be put into writing.

  Additionally, ***** responded that Harley would repair what was stated in her previous email to me and that no further email or terms would be put into contractual language. When I told her that I needed to catch my ride (from the hotel), she insinuated that I was declining her offer and that she would note that response in my file). 

   

   

  Harley Exteriors transferred the warranty to me and collected their $100. transfer fee. ************************* confirmed in her email that the warranty covered labor and materials on everything Harley touched. Her email is below.

  From: *************************
  Sent: Friday, June 25, 2021 9:03 AM
  To: ***************************
  Subject: Re: *********************************************************************

  Good Morning *********, 

  Congratulations on your new home!

   Our warranty transfer fee is $100. 

   To make it as simple as possible, our warranty covers anything we touched labor and materials included. You would receive a document similar to the one attached showing everything we used on the house. 

   Please let me know if you have any more questions!

   Thank You,

   *************************

  Harley Exteriors

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

   

  The following is the sample ***** sent as an attachment; 

  Please see attachment labeled 18174996 Pic 1

   

  The following warranty information on my house was sent by **************************

  Please see attachment labeled 18174996 Pic 2

   

  The roof warranty contains a lifetime warranty. When CertainTeed determines that the roof was not installed per manufacturers specifications, the warranty is reduced to 10 years.

   

  Under the section listed as VENTILATION, questions are asked about the roof systems adequate intake and exhaust.

  Harley claims that ridge vents were installed. YES

   

  Their contract states that they will follow CertainTeeds installation specifications for Presidential TL shingles, and claim that they have installed a ridge vent system, per their contract.

   

  The problem is that what the contract states, and what was delivered, dont match. Please ask Harley to show me where they installed the vented ridge system?

   

  The following email was received from Western Roofing with the roofing estimate attached.

   

  Hello *********,

    Attached is my proposal for **************** on your house. The previous cardeck repair was as you said. Looks like they should have kept going a bit more. There is no attic space on the roof that I noticed so there is no need for ventilation. It appears as if there is no insulation installed on the roof and there needs to be. When the cardeck is the roof deck and the ceiling, as is the case with what I could see, Poly-Iso insulation is installed. This is a 3-1/2 -4x8 rigid foam insulation board ( two layers).  This brings the roof up 7 so new boards must be installed at the perimeters and new gutters. Then plywood sheeting and then the roofing material. If there are areas of the house where the cardeck is not the ceiling and insulation is installed a less expensive approach can be looked at and venting is needed.

    The CertainTeed Presidential roofing is in good condition and would last a couple more decades were it not for the ventilation/insulation issues. Let me know if you have any questions.

    Thanks you for calling on us.

   

  Please see attachment labeled 18174996 Pic 3

   

  As stated by Western Roofing, the plywood sheeting and roofing material will need to be removed over the entire roof inorder to remedy the ventilation/insulation issues of a cathedral ceiling.

   

  Harley has an obligation to address the original contract.

   

  If they are not willing to do so, please ask them to refund me the $18,727.54 they charged for the roof as it will cost at least this amount to rectify the discrepancy. 

   

  With kindest regards,

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

  
  

  

  Business Response

  Date: 12/07/2022

  The first step of the process is to have our Senior Project Manager out there to inspect everything that is needed first and will try to bring a gutter sub-contractor as well. We are tentatively scheduled to come out 12-15-22, but will confirm with the customer. We are also currently contacting Certainteed to get the roofing warranty info.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18174996
  
  I am rejecting this response because: 

  A voicemail from C.R. confirmed that the last response on the BBB website was intended for another party.

  
  Please contact me with your plan and schedule.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/13/2022

  Heres the latest update on the email trail.
  *********
  
  
  On Mon, Dec 12, 2022 at 5:02 PM ***************************** <*****************************> wrote:
  Hi *********,
    Just receiving this email, I don't feel comfortable confirming that date and time with you at the moment because I have been unable to confirm that our roofing contractor would be able to join us. I know for a fact I will also be unavailable that day because I have a scheduled meeting with our window manufacturer from 10AM until about noon. Give me a few days for us to try and hammer down a day that both ****** and I are available and then we can check your availability since I understand you are a very busy woman and you have a full time job. Thank you very much and look forward to speaking with you. 
  
  Best,
  *****************************
  
  On Mon, Dec 12, 2022 at 3:18 PM *************************** <***********************> wrote:
  Hi ****,
  I am awaiting your confirmation for this Thursday, 12/15/22 at 10:30 am.
  Thanks,
  **************;
  
  Begin forwarded message:
  From: *************************** <***********************>
  Date: December 9, 2022 at 1:39:36 PM HST
  To: *****************************
  Subject: FW: Harley Roof Warranty work R9707 (12.09.22)
  
  Hi ****,
  I am proceeding with scheduling for DEC 15th at 10:30am.  Please confirm who will be there.
  Thanks,
  *********
   
  From: ***************************
  Sent: Friday, December 9, 2022 1:32 PM
  To: *****************************
  Subject: RE: Harley Roof Warranty work R9707 (12.09.22)
   
  Hi ********,
  I am flight crew for a major airline and am based in ***********. I need time to trade my flights around the holiday schedule without falling below minimum time requirements. Please call me so that we can firm up a date and time.  We could possibly try for midday/afternoon on Dec 14th but I would need a firm commitment from you before I rearrange my schedule and fly up there.
  If we push this into January, the soonest I could confirm presently would be Monday, Jan 30th, possibly earlier but I will be on call for the entire month and will have very little control of my schedule.
  Regards,
  *********
   
  From: *****************************
  Sent: Friday, December 9, 2022 9:58 AM
  To: ***************************
  Subject: Re: Harley Roof Warranty work R9707 (12.08.22)
   
  Hi *********,
  Thanks for the response back. I had a great time speaking with you on the phone as well, and we are looking forward to getting this resolved for you. After seeing some of these photos what I would like to do is to personally come out myself with a roof contractor ****** who I believe you may have met before. This way I can be out there for the assessment. Let me get a better date for us to come out and look at it. Is there a date that might work best for you? If you are constrained for the holidays, we would be happy to come out in January if that would work best for your schedule *********. I want to keep this as low stress as possible for you and try to work around your dates that are available so that we don't create any inconveniences for you. Thanks ********* and look forward to speaking more with you. Hope you have a great day!
  Best,
  *****************************
  

  
  

  

  Business Response

  Date: 12/14/2022

  We sent someone out to inspect the roof and see that the original installer did not install a ridge vent along with some of the other aforementioned parts. The general manager is looking this over and will be contacting the customer soon to see what the next steps will be to get this resolved. 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18174996
  
  I am rejecting this response because:

  I am awaiting a response from the general manager. Please send available dates for the ** & roofer to come by. When will the "next steps" be resolved by?
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/20/2023

  **** the ** will be going out to the customer's house on February 1st to talk with the customer, look at the roof, and find a resolution.

  Customer Answer

  Date: 01/30/2023

  
  Complaint: 18174996
  
  I am rejecting this response because:

  No resolution has been reached yet.

  We are working towards reaching a satisfactory agreement and are still in the process of gathering information.  The ** is scheduled to view the roof on February 1st. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/07/2023

  Our GM recently visited the premises and was able to see all the aforementioned issues with the roof. We will be able to help. Our next step is to get with our roof installer and setup a time when they will be able to come out.

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18174996
  
  I am rejecting this response because:  The ** made a site visit to look over the issues. No plan of action has been submitted yet.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/06/2023

  Our roof inspector is scheduled to go out to the customer's house this Wednesday the 8th at 11am to take note of all the issues to move forward with repairs.

  Customer Answer

  Date: 03/12/2023

   
  Complaint: 18174996
  
  I am rejecting this response because:

  I met with the contractor on 3/8/23 and we discussed repairs.

  I am looking for a resolution that includes solving the ventilation/condensation issues of the roof system.

  Additional repairs, include discovery of the root cause for the *plywood sheathing warp, (lifting), at the drip edges and repair to the rot in the roof deck and surrounding areas.

  
  
  Sincerely,
  
  ***************************

  *This is not a complete list.

  Customer Answer

  Date: 03/21/2023

  
  I received the following email from the ** on 3/16/23.

  Sent: Thursday,March 16, 2023 3:58 PM
  To: ***************************
  Subject: Re: Follow up With Roof
  
  Figured you would like some communication. :)
  
  On Thu, Mar 16, 2023 at 3:57?PM ***************************** <*****************************>wrote:
  Hi *********. Hope all is well. I have talked to ****** about what needs to be ordered for your roofing project and he is getting me that detailed list of what needs to be ordered. I am hoping to get this from him tomorrow so I can get the order going. Once the order is shipped and ready for pick up, I will coordinate a good day for ****** to come out and do the work based on your schedule. I am happy we are getting things moved along and looking forward to getting the issues resolved for you. Thank you very much. If you need to reach me, you have my cell number as well as my email. Have a great rest of your day,and we will talk soon *******************
  
  Best,
  *****************************

   

  Today, 3/21/23, I responded to the ** with the following ;

  Hi ****,
  
  Thank you for the recent response and Im glad that youre being proactive about securing the needed materials ahead of starting the work. Would you please take a moment and clarify the scope of work to be done, so that we are in agreement on what is to be accomplished, when you eventually start?  Likewise, Im curious about how any change order work would be facilitated, i.e. (adding an additional vent or perhaps discovery of additional dry rot). Also, should there be any change orders, what is your fee structure and authorization procedure for that work? I feel it would be prudent to understand that before your crew shows up to the job.  Lastly, how will this work impact the standing warranty; will it be reset from the new repair date?
  
  Please let me know of if you need anything else from me, otherwise I look forward to your response. 
  
  Thanks much,
  *********
  P.S. Just spoke with *********************** from your roofing services department wanting to schedule ****** for this coming Friday and Saturday. Lets get some clarity on the above items before moving forward.Thanks for mentioning reaching you by cell.  If you would provide your number, Id be grateful.

  Customer Answer

  Date: 03/23/2023

  Dear Better Business Bureau,
  Please find the most recent email exchange regarding the workmanship/warranty issues included below.
  Regards,
  *********
  -----------------------------------------------
   *********,
  ****** has confirmed that you have the rigid iso/ps foam insulation for your home. Based on ************** style roof this is the type of venting used on all style roofs like this to get the proper warranty. ****** has told me that once he has torn off the roof if there is anything extra he needs to add to make sure the roof is properly vented he will do so. Thanks *********. Let me know when you would like this scheduled. Have a nice night.
  
  Best,
  *****************************
  
  On Wed, Mar 22, 2023 at 4:04 PM *************************** <***********************> wrote:
  
  Hi ****,  
  Thank you for the previous email today regarding the warranty.  Ive requested a copy of the Harley warranty since I purchased it back on 06.28.2021; please forward me a copy of that document.
  Regarding the tasks at hand that you outlined, theres no mention of how will you be correcting the condensation/ventilation issues previously discussed and was part of the original work.  Please speak to this point so we are clear on that Scope Of Work and the planned resolution.
  Best ,
  **************;
   
  From: *****************************
  Sent: Wednesday, March 22, 2023 9:44 AM
  To: ***************************
  Subject: Re: Follow up With Roof
  Hi *********,
  So ****** has let me know what we need for the scope of work. He also has informed me that he will possibly need more materials once he is on site. He is taking care of the soffit damage in the corner. He is replacing some plywood. He has 4 bundles of shingles on order, a colored starter shingle, the flashing for the **vent (Not the complete pipe). You will have no fee for the work. It is covered under your warranty. Once work is completed, your warranty will still be good. The warranty still goes from the original time of purchase. It does not reset, but you are covered. Let me know what days work for you so we can come out and get things taken care of for you. Talk to you soon.
  Best,
  *****************************
   
  On Tue, Mar 21, 2023 at 3:08 PM *************************** <***********************> wrote: 
  Hi ****,
  Thank you for the recent response and Im glad that youre being proactive about securing the needed materials ahead of starting the work. Would you please take a moment and clarify the scope of work to be done, so that we are in agreement on what is to be accomplished, when you eventually start?  Likewise, Im curious about how any change order work would be facilitated, i.e. (adding an additional vent or perhaps discovery of additional dry rot). Also, should there be any change orders, what is your fee structure and authorization procedure for that work? I feel it would be prudent to understand that before your crew shows up to the job.  Lastly, how will this work impact the standing warranty;  will it be reset from the new repair date? 
  Please let me know of if you need anything else from me, otherwise I look forward to your response.  
   Thanks much,
       *********
  P.S. Just spoke with *********************** from your roofing services department wanting to schedule ****** for this coming Friday and Saturday. Lets get some clarity on the above items before moving forward. Thanks for mentioning reaching you by cell.  If you would provide your number, Id be grateful.
  Sent: Thursday, March 16, 2023 3:58 PM
  To: ***************************
  Subject: Re: Follow up With Roof
  Figured you would like some communication. :)
  On Thu, Mar 16, 2023 at 3:57 PM ***************************** <*****************************> wrote:
  Hi *********. Hope all is well. I have talked to ****** about what needs to be ordered for your roofing project and he is getting me that detailed list of what needs to be ordered. I am hoping to get this from him tomorrow so I can get the order going. Once the order is shipped and ready for pick up, I will coordinate a good day for ****** to come out and do the work based on your schedule. I am happy we are getting things moved along and looking forward to getting the issues resolved for you. Thank you very much. If you need to reach me, you have my cell number as well as my email. Have a great rest of your day, and we will talk soon *******************
  Best,
       *****************************
  

  

  Business Response

  Date: 03/28/2023

  The customer is in contact with our GM and our service ***** Any further questions or concerns will be handled through them.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 18174996

  I am rejecting this response because:

  I have asked the ** to clarify the scope of work to be done so that we are in agreement on what is to be accomplished.
  I have also requested the ** to send me a copy of the Harley warranty since I purchased it back on 06.28.2021;
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/07/2023

  We are in touch with CertainTeed to receive the warranty to send to the customer. Our GM will be in touch with the customer about the roofing work that needs to be done.

  Customer Answer

  Date: 04/16/2023

   
  Complaint: 18174996

  
  I am rejecting this response because:

   

  Im happy to hear that Harley will be sending me CertainTeeds manufacturers warranty. Please let me know what CertainTeeds warranty covers and how it differs from the warranty I was issued previously?
  
  Meanwhile, I have requested and not received Harley Exteriors warranty despite being promised a copy with my payment in June of 2021, and after making repeated requests to the ** and staff.
  
  To date Harleys ** has found numerous roofing issues that need attending to. Please send me a scope of those repairs along with Harley Exteriors Warranty so that we may proceed in scheduling repairs as the weather improves.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/27/2023

  Our GM has emailed and tried to contact the customer multiple times in the last week via phone and email to setup a time for our installer to go out and do the repairs that our installer saw upon inspection. The warranty from CertainTeed was originally issued to the previous owner of the house. CertainTeeds general warranty information can be obtained via their website. However, we do have a copy of the contract which states that we (Harley Exteriors) will cover the labor costs needed for the customers repairs. The contract also states that if for any reason the roof leaks ************** and cover all parts and labor for free. We are trying to setup a time to come in and do the necessary repairs but have not been allowed to yet. Its best if the customer allows us do setup a time for the repair work, then then speak with our installer while they are there doing the repairs with any questions or concerns about the roof being satisfactory. Its best to get someone out there soon while our ******* weather is actually much nicer and theres less moisture in the roof.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 18174996
  
  I am rejecting this response because:
  Your GM stated we will coordinate something that works with your schedule.  Your desire to make repairs with 2-3 days notice does not work for my schedule.  Ill be in touch with some options as my schedule allows. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/05/2023

  Just let the ** know youre available times and he will help with scheduling.

  Customer Answer

  Date: 05/13/2023

   
  
  Complaint: 18174996
  
  
  
  I am rejecting this response because:
  
  Further specificity on the scope of work was requested and
  is still lacking.
  The GM stated that he wants to be sure that I have
  CertainTeed’s 4 star warranty. 
  
  I am confused about the information registered with
  CertainTeed as it states;
  
  Ventilation
  Roof system has adequate intake and exhaust vents to achieve
  proper net free ventilation area: CHD    
  Ridge Vents Installed?                                                                                                                                           
  Yes
  CertainTeed Ridge or Rolled Ridge vent that was installed:                                                                        
  Yes
  Non-vented Insulation Deck?
  If yes, the deck meets the standards specified in
  Certainteed’s Technical Bulletin 201-B:                   - -
  Hip & Ridge:                                                                                                                                                              
  Mountain Ridge                                                                           
  
  Please
  explain the following:
  Are
  the ventilation and condensation issues an important factor in the life of the
  roof?
  What is the meaning of CHD at the end of the first line?
  The GM confirmed that ridge vents were not installed, yet
  the contract states that a Ridge Vent System was to be installed.
  How will this discrepancy be rectified?

  How is my 4 star warranty still intact?

  
  Sincerely,
  
  
  
  Christina Dunn

  

  Business Response

  Date: 05/30/2023

  1. Yes, we didn’t originally install a ridge vent because it was decided by the installer that it would’ve caused more harm to the home, which the sales rep wouldn’t have known at the time. The roof is a cathedral style roof with no attic. The roof already had ventilated roof decking.
  2. CHD is a building code for ventilation and roofs. Ridge vents don't automatically make a house up to code with ventilation.
  3. The contract states it because the sales rep thought it would have one. The installer saw that the style of roof wouldn’t use a ridge vent because it would’ve caused harm to the roof. They installed everything the proper way which would keep the 4-star warranty intact. Ridge vents aren’t installed on every style of roof because they don’t always provide the proper ventilation. They aren’t required for the warranty to be intact.
  4. The warranty is intact because we used all the materials that were required by the manufacturer for you to receive your 4-star warranty, like ice & water, 26 gauge flashing, drip and edge flashing, and proper shingles with the proper amount of nails per shingle. Harley Exteriors also provides a warranty which covers labor and parts if there are leaks.
  We have attempted to schedule a time for our installer to come back out and address the roof concerns.

  Customer Answer

  Date: 06/07/2023

   
  
  Complaint: 18174996
  
  
  
  I am rejecting this response because:

  
  The business is a licensed contractor and entered into a
  contract that stated a “vented ridge system” would be installed, but
  wasn’t.  A
  vented ridge system includes
  3 things eave vents, ventilation cavity under the plywood sheathing, and ridge
  vent  or other vent type such as a mushroom vent.
  Additionally, the roofer
  has stated that repairs would be made to the soffit area, warped sheathing,
  edge metal, etc. as discussed previously.
  The
  cost of the reroof job ($18,727) indicates a scope of work that would have
  addressed the vented ridge system. 
  Numerous
  discrepancies exist in their identification of roof work and fix of the rotted
  areas that have been left unaddressed for two years causing these problems to
  further deteriorate.
  The
  business has an obligation to address the original contract. 

  
  Sincerely,
  
  Christina Dunn

  Customer Answer

  Date: 06/28/2023

  The BBB recently requested the following information in order to resolve the dispute with Harley Exteriors, Inc.

  
  1. What work has been
  completed? No work has been done since the original roof install date of
  November 6, 2020.

  
  2. What
  work has not been completed? a) The flashing around the B-vent wasn’t
  replaced. b) The edge metal on the corners of the roof and along the rake and
  drip edges of the roof do not protect again water intrusion. c)The ridge cap
  shingles on the gable end need to be secured properly. d) The plywood sheathing
  and/or presidential TL shingles were fastened using staples. (CertainTeed says
  that Presidential TL is never to be fastened using staples). e) The plywood
  sheathing is lifting along the drip edges and is not protected by the starter
  metal which extends beyond the edge of the plywood by over an inch. f) A ridge
  vent system was not installed, was billed and paid for as if it had been
  installed. Harley
  stated that “because you have a cathedral ceiling style roof you need to have a
  certain type of ventilation. It is usually rigid ISO or PS foam insulation”.
  Harley claims that my roof already has this.

  There is not enough insulation
  to prevent condensation within the roof assembly. The roofer claimed there was
  adequate top and bottom roof ventilation when the roof was registered with
  CertainTeed. Again, Harley has stated that no ventilation is needed for this
  style of roofing, yet they continued to misrepresent this in their roof
  registration.  g) The soffit
  area needs to be repaired.

  
  3. What questions do you have
  that still need to be addressed? Harley’s project manager admitted that
  mistakes were made and that Harley would replace my roof and fix the rot.  Harley needs to fulfill that
  commitment.  They also need to install
  the vented ridge system that was contracted for.
  A ridge vent system consists of three
  components. An intake and out take of airflow and a ventilated cavity for the
  air to flow through. None of these components were installed on my roof.

  
  4. What is your current desired
  resolution? Refund, Billing adjustment, finish of work, etc.?  Harley has been offered a settlement
  for $6,000, or they can make repairs in line with what they contracted for,
  including the vented ridge system. Harley replaced 50% of the plywood sheathing on the roof because of
  rot, ...but put the roof back with exactly the same construction without
  addressing the underlying cause of the rot. 

  *Harley has a high turnover
  in project managers and support staff that delays addressing warranty work in a
  timely fashion.  These issues are not dissimilar to 46 complaints filed with the
  Better Business Bureau in the last three years.

  5. Have you paid for all the work
  in full? The work was paid in full by the previous owner.
  
  *You
  may wish to review the following info from the BBB website as of 6/28/2023;
  Customer Complaints Summary for Harley Exteriors
  46 total complaints in
  the last 3 years.
  26 complaints closed in
  the last 12 months.
  A+BBB rating
  Accredited
  Since: 8/19/2011
  Years
  in Business: 21
  Customer Reviews are not used
  in the calculation of BBB Rating
  
  *You may also wish to review
  the suit filed by the Attorney General of Washington in 2010 as well as a suit
  against Harley’s bond filed recently with the Department of Labor & Industries.

  *Attorney General orders window sellers to be
  transparent in their marketing
  FOR IMMEDIATE RELEASE: 
  May 18 2010
  Office reaches settlement with Bothell-based Harley
  Exteriors

  

  Business Response

  Date: 07/06/2023

  The roof was originally ordered and installed by the previous owner of the house. We explained the same things to the previous owner about why the vented ridge system wasn’t necessary. It's because the house has a vaulted ceiling, has a TNG (tongue in groove) ceiling, and fanfold insulation, so that is how the house breaths. A ridge vent isn’t necessary for this type of house, and that was explained to the previous owner of the house who purchased the roof, and they understood and were ok with leaving it out because it wouldn't do anything. The warranty mentions it covers the ridge vent, only if one were necessarily installed. The roof is still covered under warranty even without the ridge vent. We have mentioned about 3x now already on our BBB responses that we are trying to setup a time with the new owner of the house that we will fully cover all necessary repairs but have not been allowed to setup a time to meet.

  Customer Answer

  Date: 07/18/2023

   
  
  Complaint: 18174996
  
  
  
  I am rejecting this response because:

  The contract states that a ridge vent
  system will be installed. A ridge vent can be installed on this type of
  roof when a vented cavity is built.
  After installation, Harley registered the
  roof with the manufacturer as being installed with a ridge vent when none was
  installed.
  Submitting wrong information to
  CertainTeed voids the warranty.
  
  Harley states, the warranty mentions it covers the ridge vent, “only if one
  were necessarily installed”. This is not stated in the contract. Harley has
  never sent  their written warranty policy although it has been requested
  multiple times. Their emails state that Harley will cover labor and materials
  on everything they touched.
  
  Harley has an obligation to fulfill the
  original contract; Check that the roof has sufficient insulation and
  ventilation as stated in CertainTeed’s specifications as follows: To ensure
  adequate balance ventilation, use a combination of continuous ridge ventilation
  (using CertainTeed’s Ridge Vent products, (or a comparable product with an
  external baffle) combined with soffit venting.
  Low slope applications (2”-4” per foot) of
  Presidential TL shingles require CertainTeed’s WinterGuard Waterproofing
  Shingle Underlayment… be applied to the entire deck surface, according to
  application instructions provided with the product and on the shingle package.
  Additionally, other items already discussed
  with the GM include a redo of the edge metal on the drip edges and rake where
  plywood sheathing is visible at the drip edges and the plywood sheathing warped within 6
  months of installation where roofing nails penetrated the edge metal at the
  rake.  The flashing on the b-vent was
  reused and is in need of replacement.
  
  After notifying Harley regarding
  installation defects over two years ago, they are now sending a subcontractor
  to make repairs in August. 

  

  Business Response

  Date: 08/18/2023

  We repaired the entire roof as of the last couple days, as we previously stated was covered under the warranty. Our GM went out to the house during the repairs to make sure everything was addressed.

• Initial Complaint

  Date:09/28/2022

  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.

  I had Harley exteriors install a new roof on my home. They completed the install. At the time of purchase I was told it had a 60 year warranty. I have been trying to contact them for the last 12 months to get a copy of the warranty with no success. Subsequently I contracted to have solar panels installed by Solgen. I keep putting it off because I wanted to check the roof Warranty to make sure the new install would not void the roof warranty. Since I was unable to obtain a copy of the roof warranty, ****** told me it would still be warrantied by them if anything failed on the roof because of the installation of the solar panels. They set up an install date and sent a crew out to my house. The crew leader went up on my roof and said he could not do the install because the roof felt like a trampoline . Now Im still committed to a loan for the Solar panels with no solar panels and Im concerned that the roof is not in good condition. Please Help.

  

  Business Response

  Date: 10/07/2022

  We apologize for any inconvenience of not receiving the warranty information as of yet. We are contacting the warranty company and working diligently to get all of the needed documentation. **** is working on this and will be in touch with the customer this Monday or early next week to provide this information.

• Initial Complaint

  Date:08/23/2022

  Type:Sales and Advertising 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.

  Sending this on the behalf of my parents (who do not use the internet and had no access to look up reviews and now are having issues with this company ) They would like their $6500 deposit back from company as the sliding glass door and windows were never delivered or custom made for their home. The lack of communication from company as well as the recently found reviews that show lack of craftsmanship from hired out contractors that have caused extensive damage to customers homes with no recourse for repairs (main selling point for my mother was the installers were actual Harley employees -this is not the case). They would like to void the contract with company as the likely hood of unwanted damages caused to home from contractors that arent actually Harley Exteriors employees but private contractors. I understand this is a business and you have to pay your employees but it would be greatly appreciated if we could get a refund and part ways with this company before any work or products are made.

  

  Business Response

  Date: 09/08/2022

  Our installers have all been with our company for a long time and must meet our professional and high standards if they are to install for us and if they are to stay with us. All our installers are responsible for professional work otherwise they will be subject to return to the site and complete what is required under the contract. The majority of our reviews reflect their high level of work and cleanliness. Moving forward, we would plan on finishing the job as detailed per the contract.  Tell us why here...