Advanced Exteriors, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/28) */
Prior to receiving this complaint via the Revdex.com we at Advanced Exteriors, Inchave already spoken with and emailed with the Consumer and addressed all of their concernsThe Consumer verified that they understood we would reimburse their cost for
their Heating Contractor and have no pending/unresolved issuesWe are currently awaiting the roofing permit inspection from the City of Lakewood Building Dept

Company has not previously received any correspondence regarding this customer from Revdex.com.Complaint seems to be based around some wind damage received following installation, which has been repaired by CompanyCompany followed standard industry practices for December installationThere were major
wind events in January, with wind gusts above m.p.hin some placesWhen shingles have not had sufficient time to cure and activate the seal strips, it is not uncommon for severe wind to damage a few shinglesCompany's response was to repair the damaged shingles (free of charge to Customer)Company did not receive a separate complaint from CustomerNot sure why this is a Revdex.com complaint or what other resolution is desired

Company has made multiple attempts to contact Customer (new homeowner) to schedule painting correction to deck, including today 09/15, but has not received a responseCompany is prepared to schedule painting correction as soon as Monday 09/There will not be a financial credit offered to resolve
Customer's concerns

Company was contracted by Consumer to complete storm damage restoration work as part of an insurance claim (roof replacement)Company has completed all contracted repairs and invoiced for completed workConsumer requested additional work (soffit repair not included in insurance scope or contract)
Consumer has not paid the full invoiced amount ($outstanding balance)Company attempted to schedule the soffit repair work (performed for free) with Consumer and did not receive return calls, so Company sent past due invoice to ConsumerConsumer is required contractually and by law to pay the insurance deductible; Company cannot waive the balance due

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Customer has been interfering with work in progressRemaining work is scheduled for next weekCustomer has received daily communication from Company and from Project Manager (despite the Project Manager being on vacation this week)Provided customer allows, remaining work will be completed in a
timely manner (and would have without this complaint being filed) which is all compliant with the terms of our contract.Additional feedback from Project Manager (**ped on his mobile device today while on vacation):Hi **, This has been a difficult job managing with this customer Last Friday, he verbally attacked the 1st roofing crew before they even got started and kicked them off the job when they arrived to start work because "they did not know at that particular time if the satellite was being removed or replaced" He then called me at while I was in route to his house to tell me he had fired our installers, then hang up on me We got our schedule adjusted to accommodate the cancellation of the roof installation and got another roofing crew to show up on Monday to replace the roof I went by the proper** times checking in that day The skylight was not installed and I did not see any damage to the siding at that time. The project is still ongoing The gutters were were scheduled for Wednesday but rescheduled for this Monday I communicate more with this customer than anyone else He agreed to meet when I returned to walk the proper** and review He said no worries I have traded emails with him since I have been gone I've explained the process in detail several timesLet me know what else is needed

Complaint: 11412822
I am rejecting this response because:There is ample evidence to show that not only are the roofers at fault, but they have been outright dismissive of me as a homeowner by continuing to insist that this is a product failure.  I have 2 county inspectors, 2 general contractors and a roofing company who all say that when Advanced Exteriors sold the previous owner a new ventilation system, they had an obligation to make sure all required vents were in working condition.  Advanced Exteriors, by way of [redacted], admitted that they did not check the soffit vents, which were required for their new ventilation system to work.  While this was a re-roof, they did not keep the current ventilation, but rather sold the customer on a new upgraded style of ventilation - a ridge vent.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/11/16) */
Company did provide a quote to Consumer for replacement of roof, which Comsumer declined. Prior to installing the new gutters, Company clarified to Consumer that drip edge metal is nailed to the roof deck underneath starter course/felt/shingles...

and is part of the roofing system, not part of gutters. Company did reinspect installation of gutters following Consumer's request and found gutters to be installed correctly, photo attached (which also shows that no drip edge is present). If the gutters themselves were leaking Company would repair as a warranty issue; gutters were found to be installed without defect.
Company did not previously install the roof and was not contracted by Consumer to install drip edge metal; therefore Company is not financially responsible for providing new drip edge metal to Consumer or for providing a credit for same. Company manager explained this to Consumer and provided a quote to install drip edge metal at a discounted price. Consumer told Company manager she would consider the quote and never responded to Company as of the date of this complaint.
Company will honor its quoted price to install drip edge metal but will not provide compensation for its installation; Company is not responsible for the lack of drip edge metal at property.

Consumer contracted Company to perform hail damage restoration work as part of an insurance claim, as well as an add-on contract to perform siding repair and exterior painting work. All work was completed prior to Consumer selling the house and moving out. Consumer did not provide the new...

homeowner's contact information, nor did the new homeowner contact Company with any concerns.The siding on this home was in poor condition prior to work being performed (old and with many coats of paint). Company explained that another coat of paint would not restore the siding to like new condition. If some paint was found to be chipping/peeling from the siding, it was not due to poor workmanship, but due to an improper surface (siding deterioration). Credits were applied on Consumer's invoice for fence post caps (insurance claim line item) not being replaced ($429.09) and for damage to deck furniture ($250). In the interest of providing a good-faith customer service credit (conditional upon payment of the remaining past due balance), Company increased the total credit amount to $1,2000. Payment was not made and Company was not contacted by Consumer to resolve the balance.Despite the disparaging remarks made by Consumer, Company is willing to extend the $1,200 credit period, conditional upon prompt payment of the remaining balance and resolution of this complaint. If payment is not made, Company will have no choice but to pursue further collection efforts on this past due account.

Initial Business Response /* (1000, 6, 2015/09/29) */
Advanced Exteriors, Inc. (Company) has completed all contracted work for hail damage restoration for this project, with the sole exception of replacement windows. Company had attempted to schedule installation of windows for several months,...

making repeated attempts to contact Customer without response from Customer. As the windows became the only remaining scope of work for the claim, their incomplete status was preventing company's ability to bill the insurance carrier for recoverable depreciation and to invoice customer for services rendered (insurance proceeds).
Company was eventually able to reach Customer to schedule window installation and ordered windows (custom non-returnable replacement [redacted] windows). Customer later refused delivery of windows and cancelled the window repairs. As there was no remaining scope of work to be completed Company invoiced the insurance carrier for depreciation. Company has only billed Customer for the material cost for the windows (non-returnable windows cancelled after production). Customer has not made any payment outside of the initial $1,000 deposit, which is reflected as a credit on the attached invoice sent to Customer.

Company representative [redacted] spoke to Consumer and worked out a payment plan for the remaining balance less $100 credit toward soffit repair. Company now believes the matter resolved and is awaiting payment from Consumer via mail.

Complaint: 11412822
I am rejecting this response because:I have sent the company the accepted bid for the work necessary to remediate the mold and am awaiting an invoice from an air quality tester which I will send when I receive it.  However, the company, Advanced Exteriors, continues to say that this is a warranty claim for a product failure.  At this point, however, while the manufacturer may indeed choose to pay part of this, I am NOT accepting the claim that this is a product failure.  The company sold original customer a new ventilation system and then neglected to check and ensure that the required intake vents were functioning.  They were in the attic as the modified and changed the old ventilation system, I have proof of that.  One of their reps, [redacted], told me on the phone that they didn't bother to check the soffit vents.  I consider this negligence or fraud or both.  As well, they continue to claim manufacturer defect, because they knew that product could result in mold in high humidity attics, however, they declined to contact customers with this product in their attics.  If I had not ordered an inspection on my home after just three years, my wife and I could have incurred serious health related issues from mold in an attic that was not ventilated to the outside properly.  Regarding the costs incurred - the bill is high enough for the remediation and re-doing of the attic ventilation that I have to pay out of closing costs at the sale of my home on May 25.  If I am not paid in advance of this, but rather reimbursed, it will seriously affect the downpayment on the house we are closing on later that day. Advanced Exteriors considers this a matter for the manufacturer, but I have expert testimony that continues to point me to Advanced Exteriors as the negligent and fraudulent party.   
Sincerely,
[redacted]

Revdex.com:Still waiting for the fixes to be implemented:I have met with company production manager a few days ago. We signed an agreement paperwork for the fixes to be carried out. I am currently waiting for them to comply and fix the problems.
Sincerely,
[redacted]

Company has communicated extensively with Consumer (husband) who purchased the home from Company's original customer. Company has been assisting Customer with a warranty claim through the ridge vent manufacturer. Customer has been requested by ridge vent manufacturer to demonstrate incurred costs of repairs related to failure of the ridge vent to review for Customer's warranty claim. Company has offered to continue to assist Customer with their warranty claim, but is not liable for product failure.

There were no attachments to Customer's message for Company to view.Company has scheduled a job inspection tomorrow morning with Customer and Company management to address Customer concerns and any pending punchlist items.

Customer's concerns were addressed by Company. Customer ceased communications with Company after selling the house - the new owner was mentioned as they have never raised any concerns with Company regarding the work, nor did Company have the new owner's contact information to schedule any corrections/additional work.Company has not been paid for services rendered. The invoice is now past due, and the majority of the balance is for roofing work that was performed for insurance claim proceeds that were paid to Customer by their insurance carrier. Credits were applied to the invoice as a customer service courtesy to address dissatisfaction with the painting, despite Company's clarification to Customer that painting over old siding with multiple layers of paint would not result in a "like new" appearance. Company continues to extend the customer service credit in good faith, conditional upon resolution and prompt payment. If Company is forced to send this account to collections, this credit will be withdrawn. A copy of the invoice is attached.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Advanced Exteriors, Inc. (Company) has investigated this case and communicated extensively with the consumer about their concerns. Company followed procedure as outlined in the attached bulletin from the ventilation manufacturer and cut out a membrane from the ridge vent installed in the home, which...

allowed the attic to completely dry out. Company scheduled an inspection with the ventilation manufacturer rep, who performed a site inspection with consumer and Company. Manufacturer rep verified that Company correctly installed ventilation and provided more than an adequate amount of exhaust ventilation.Company is currently working with the ventilation manufacturer on behalf of the consumer to pursue a product defect claim (ridge vent). Company finds no liability for consumer's claim but is trying to assist them with reaching a satisfactory resolution with the ventilation manufacturer.

Initial Business Response /* (1000, 6, 2015/07/13) */
Consumer contracted for a restoration project with multiple trades. Consumer wanted additional work and punchlist items completed. Company encountered delays with weather and subcontractors and completed these final repairs later than initially...

expected. At this point all work has been completed and verified complete by the Consumer. No mention was made about an account credit to Company representative. Consumer has not yet paid invoice balance.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
On July 7 I notified the business that I had filed a complaint providing them with a copy of complaint and case#. The work was completed on July 9.