Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:06/02/2025
Type: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.
09/11/2024 I entered into a contract with CW Exteriors,License # ******* The work was completed and ***** ****** had to come back to fix a few things. I paid the remaining balance as agreed to on 11/21/2024. 11/24/2024 my roof leaked in my family room and kitchen. ***** ****** came out and looked at it. He did not get back to me through text, phone or email. Since then my roof now has a third leak. Also the shingles do not lay flat. They have vertical waves in them at wider sections.
Business Response
Date: 06/17/2025
We understand your concerns regarding the roof work completed at your property. As you mentioned, we did install your roof and have returned to inspect and address the issues you have been experiencing multiple times.
We want to reiterate that the problems seem to originate from the flat roof portion of your home. We have addressed this area twice, to the best of our ability, and have previously informed you that this section may continue to have issues due to its initial construction, which was outside the scope of our contract.
We also understand that a city inspector assessed the property and deemed our completed work to be satisfactory.
During our last phone conversation with you, we advised that you could contact us again if the roof was actively leaking so we could reinspect, as your initial call was during the winter, making proper evaluation and repair challenging. Since then, we haven't received any further contact from you, and we assumed that no additional action was needed on our part at this time.
We would be happy to visit your property again to assess the situation. We can determine if the current issue pertains to the work we completed or provide you with an estimate for any additional work that may be required to address the underlying construction of the flat roof.Customer Answer
Date: 06/26/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this week CW Exteriors has responded to my voice mail. They did an inspection today. Determined where the problem lies and are making efforts to resolve the issues at this time. When the roof is fixed I'll be fully satisfied.
Regards,
****** ********Business Response
Date: 06/26/2025
We did in fact go to the property today and inspect. The solutions we have and gave to ****** do not revolve around fixing work that was already done but additional work that can help the issues she has with her siding and windows. After inspection we did find that the work we agreed to do in the proposal was in fact completed to code and manufactures specs. There is flashing and proper material used on the places she is having issues with leaking done by us and showed her the siding, gutters and windows that could be causing the problem.
I would also like to point out that the text messages that she uploaded were not responded to due to us switching phone systems and not getting texts to that number since September. We spoke with her in February when she called and reached out after receiving this complaint. We stand behind our work and pride ourselves in the services we provide.
We will be sending an email with options to ****** within the next day to help her rectify her leaking issues.
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