Advanced Exteriors

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Contact Name and Title: [redacted] , Co-Owner Contact Phone: XXX-XXX-XXXX Contact Email: ***@advancedstl.com Customer hired us to complete his roof due to storm hail damageCustomer's roof normally would take day to completeUpon starting job it was discovered that the roof was actually a layer roof where the edges of the underlayer were removed and undetectable to us and the insurance adjuster prior to starting the jobWe explained this to homeowner in person showing the pictures and they said they understoodWe have photo evidence as was necessary to submit to insurance to get paid for the additional layer removalCustomer was paid by insurance to replace gutter covers but chose not to replace them so we removed and reinstalled in a professional manner excepting the previous hail damage and natural fadingAll other work was completed as promised and customer paid us in full on 9/21/stating complete satisfactionNo further contact with customer was received until this complaintUpon seeing complaint we spoke with customer about the complaint and there was no reasoningUnless we paid for his gutter covers he would not remove the complaintWe do not understand the reasoning for stating we had delays as the customer requested we delay installing the roof until after a certain date which we complied withIn addition, we expended significant time rescreening and tracking down his custom screened in porch manufacturer in order to complete the rescreening of the porch room which insurance only partially paid for and we didn't charge him extra forDuring the job we had nothing but positive gratification from the customer and all calls were returned no later than hoursRegardless, Customers stated issues do not have anything to do with gutter covers

Consumer contracted Company to perform hail damage restoration work as part of an insurance claim, as well as an acontract to perform siding repair and exterior painting workAll work was completed prior to Consumer selling the house and moving outConsumer 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 conditionIf 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,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,credit period, conditional upon prompt payment of the remaining balance and resolution of this complaintIf payment is not made, Company will have no choice but to pursue further collection efforts on this past due account

Initial Business Response / [redacted] (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 windowsCompany had attempted to schedule installation of windows for several months, making repeated attempts to contact Customer without response from CustomerAs 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 repairsAs there was no remaining scope of work to be completed Company invoiced the insurance carrier for depreciationCompany 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,deposit, which is reflected as a credit on the attached invoice sent to Customer

In short, I hired this company to paint my home with their patented 25-year warranty ceramic-coatingI was less than satisfied with the actual service in direct relation to the high cost, however, my complaint is not regarding the actual serviceApproximately months after the service was completed, the company solicited me for a review of my experienceI emailed the owner directly and informed him that I was not satisfied with the value received, and that I would write an honest review online sharing my experienceI posted an honest and subjective review specifically pertaining to my perceived value of this service on [redacted] and [redacted] List The basis of my complaint is specifically in regards to what happened nextThe day after my reviews were published, the owner of the company arrived to my home uninvitedMy wife told him I was not homeHe then arrived at my place of work, where he pleaded his case and requested that I remove my reviewI told him my review was justified

I am currently in the process of having work done by these guys and they are nothing short of exceptional! From the very first time Martin came out to give me a quote I could tell I could trust these guys They've been around for a long time and have quite the good reviews Not only that, their price was very fair and Martin was very low pressure, which is so rare these days Most companies want to wear you down and close you on the spotThen, Mike and his crew came out to do the job and they have been awesome! They take the time to learn what I want and to do the job right Every day they clean up every little mess and make sure my house/yard is exactly as it was before they got thereSo far I am absolutely impressed with their work and customer service Such a rarity these days! Very pleased with my choice to do business with them

Complaint: 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 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 dayAdvanced 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]

Company has communicated extensively with Consumer (husband) who purchased the home from Company's original customerCompany has been assisting Customer with a warranty claim through the ridge vent manufacturerCustomer 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 claimCompany has offered to continue to assist Customer with their warranty claim, but is not liable for product failure

The project manager for this job, ***, had been out on extended sick leave since early January and ultimately never returned as is no longer a part of the companyUnfortunately, others within the company were not aware of any specific commitments that he did or may have madeHowever, once [redacted] and [redacted] came out to look at the year punchlist we explained to Ms [redacted] we would schedule her work when we had an opening in ***'s schedule [redacted] did not and will not have an opening in his schedule for a few more weeks, however, we will get to this work at that timeObviously there has been less than perfect communication on our part for which we are sorryWe have experienced high work volume from emergency work but have never intended to not complete this workWe will report back when the work for Ms [redacted] is finished

We did replace the roofThe roof was not leaking in due to Advanced's workWhen we went to inspect the leak it revealed that the siding against the roof (where dormer meets roof) was clogged with debris as the siding was installed too close to the roof allowing debris to lodge and create a water dam situation [redacted] did clean out the debris and came back the very next day and applied calking to the siding to reduce the ability of debris to get lodged and create a water damThis was done at the time as we said we would do and at no cost to homeowner even though it was not our obligationHomeowner will need to submit whatever form they are referring toWe have not seen the formIf submitted this week we will get it turned around immediatelyPlease note that Advanced closed its doors and no one will be available after Friday of this weekWe have also closed the Revdex.com account as such

Company called and left messages for Customer (husband) for the last weeks to discuss the project without receiving a return callCompany contacted Customer (wife) last Thursday to advise of progress with the insurance claim process, then received an email from Customer (husband) sent yesterday (a Sunday, outside of business hours)Company responded to Customer (husband) at 7:a.mMonday (today) and addressed all of his concerns, which was confirmed by Customer (husband) in a follemail also sent today.There is not a complaint to addressCustomer (husband) was confused because he had not been communicating with Company and misunderstood the information relayed to him from his wife

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

The reason we have been so successful, over a year period, is because we hire the best employees and use the number one product available in coatingsThe Crew Leader who worked this particular job, has been with the company for over ten years and has done hundreds of jobs with customers giving him the highest praises and saying he is one of the hardest workers they have ever seenThe crew also has a reputation with the company and our customers of being one of the hardest working crews in the business and with one of the highest rate of satisfaction from our customersThe Crew Leader and his crew started the job on and finished on We were working on the home for a total of work daysThe customer had stated that to the Supervisor, sometime after the job had started, that The Crew Leader said he would be done with the prep in a couple days and he was not satisfiedAt that point we got the attention of the President of the company, [redacted] , who went out to the job with the Supervisor to see the customers concernThis supervisor has been in the painting business for a very long timeHe is a retired union certified painter with years plus experienceAfter walking around the job, [redacted] saw that the crew was still in the middle of doing the prep work and had informed the customer that there was a misunderstanding of when he was to be done with the prepAfter listening to the customer and reviewing the job with him, it was clear to us that the customer did not have a clear understanding of the procedure and steps necessary to do this kind of work in order to meet the obligations of the contract, and factory proceduresThis particular customer was asking us to caulk areas that would trap water and cause wood rot and moldHe was also expecting restoration type work (I believe he works for a restoration company)His contract does not call for restoration type of workNonetheless any concerns that the customer had, were addressed to meet the requirements of the contract and [redacted] requirementsWe have a completion certificate, signed by the customer for each four steps in the [redacted] installation; 1.Trenching and Hydro-Blasting Preparation Steps Primer Application Final and CleCompletionIn each box it states: ALL WORK HAS BEEN SATISFACTORILY COMPLETED ACCORDING TO THE TERMS AND CONDITIONS OF MY CONTACTThe crew leader also stated to the company that at the final signing of the completion certificate, [redacted] stated that he was happy with the work and that nothing else was needed to be done and his wife had stated that the home looked “incredible”The customer even stated in his [redacted] review that he expected “flawlessness”, I don't know exactly what that statement means to its entirety but I do know over years, we have had thousands of satisfied customers and if/when we make a mistake, we have been known to go above and beyond contractual obligationsThe company has been in business years plus, it is a multi-million dollar business per year with thousands of homes completed and all customers have signed a completion certificate of satisfactionAfter reading this customer's review, I decided to re inspect the house to see what this customer was concerned aboutAfter multiple phone calls and emails that were not returned from the customer, I drove to his house, inspected from the street, then rang the doorbell and spoke with the wiferequested permission from the wife to inspect the entire homeAfter she granted permission, I observed that the prep work and the coating met expectations of the contract and the home was in great condition which left me confused in regards to this customers reviewThe only problem on this home that I observed was on the front where they installed new driveway pavers and ruined the coating inches from the ground on the wallAt our office, we have hundreds of letters that consist of gratitude for meeting and/or exceeding customers' expectationsThe Crew Leader, in over years and hundreds of home, has yet to have a dissatisfied customerThis particular customer had stated to the Crew leader, towards the completion of his home, that he could have had a friend do the job for half the priceIt seems the customer had forgot the difference being the crews experience in preparing a home for the [redacted] installation and the fact that the [redacted] Coating is an exclusive product for Advanced Exteriors, that is independently tested, tough enough to last years plus and is 8–times thicker then regular paint

Took time off work since Advanced Exteriors requires both husband and wife be present The day of the appointment, the owner called and said he was running late Later when he was going to be so late that my wife had to leave he used a variety of reasons to cancel the appointment Now they say they will not come to our neighborhood because it is unsafe This was with approval with the Rhino Shield product maker They have decided which neighborhoods to chose and which to discriminate I later found that the secretly record their conversations with customers in violation of California criminal law Read their Yelp reviews, many bad reviews with the same themes Not sure why the Revdex.com would support them

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The response by the business is a "cut and paste" of their reply to my [redacted] review onlineTheir response in no way relates to the specific stated basis of my complaint with the Revdex.com, pertaining to the business owner's unethical attempts to threaten and bully me in an effort to manipulate his online reputationThe response by the business attempts to defend, ex-post-facto, their product and advertised serviceThey claim, truthfully, that I signed a completion certificate admitting satisfaction to the completed serviceThis is correctTheir response mentions some truths, and some fallacies, however, it is grossly irrelevant to my complaintMy complaint with the company is wholly unrelated to the final productMy initial dissatisfaction with the business, and the basis for my original online testimonial (posted only after being solicited by the business to share my experience), was a gross disparity between their advertised practices, and my perceived value of their actual practices in relation to the very high costIn simple terms, they oversold and under-delivered, and it took active participation on my part to correct their mistakes and ensure that the final product was to my satisfactionThis is not a high-value service, and was not worth the premium I paid per their bid Dissatisfaction with their process aside, the entire basis of my complaint is related to the events occurring on February 3rd, when the owner of the business, [redacted] , came into my place of work, demanded that I remove my subjective online testimonial, and then proceeded to curse at me and threaten me with litigationMr [redacted] followed through with these baseless threats when his attorney sent me a Cease and Desist Letter on February 18th, accusing me of defamatory libelAn independent legal review of my online testimonial and Mr [redacted] 's cease and desist letter found the accusations of defamatory libel with actual malice to be baseless and unfoundedMy online testimonial was not written with malice, considering it was only written when requested by the business to share my experience onlineIt was not defamatory nor did it contain libel, considering every factual statement was true and accurate, and all other comments were subjective opinions - defensible by the 1st Amendment of the Constitution of the United States of America The completely inappropriate reaction to a poor online review by the owner of this company, and his subsequent assault, harassment, and misuse of legal resources with intent to threaten, shows that he is culpable for this complaintHis response, which completely excludes mention of his legal harassment or verbal assault, and mentions only irrelevant excuses related to his original service, is not satisfactory to meLet it be known, the response by this business does not satisfy a single desired outcome as originally included with my complaint: - Removal of "Cease and Desist" order issued to me - Formal statement that the owner/business will not pursue litigation against me - Formal statement that the business will continue to honor my warranty against defects for the stated warranty period, if I determine that I have a warranty claim (request to work with someone other than the owner) - Formal complaint filed against their Revdex.com record - Removal of Revdex.com accreditation if harassment or litigation threats persists - Access to 3rd party mediation if harassment or litigation threats persists - Full refund if they refuse to honor stated warranty (or issue written statement as mentioned above) - Formal apology in writing by the owner, [redacted] - Formal statement that no representative from their company will approach my home or business again, unless requested by me for warranty workFor all the reasons mentioned above, and because of the clear inability of this business to understand the very simple and clearly explained nature of my complaint, I am rejecting this responseMy desired outcomes remain outstanding and unfulfilled Regards, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/07/13) */ Consumer contracted for a restoration project with multiple tradesConsumer wanted additional work and punchlist items completedCompany encountered delays with weather and subcontractors and completed these final repairs later than initially expectedAt this point all work has been completed and verified complete by the ConsumerNo mention was made about an account credit to Company representativeConsumer has not yet paid invoice balance Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/14) */ On July 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

Our large 1920's era story Spanish style house badly needed stucco repairs and house painting We selected Advanced Exteriors, the Rhino Shield agent here in San Diego They were expensive and took longer than expected but we blame both on the poor condition of our house - there were no hidden or acosts In retrospect, we don't regret the time or money Excellent work by skilled, meticulous workers Extremely personable management, office and frontline workers Very pleased with the outcome Advanced Exteriors is highly recommended

Company has reached out to customer multiple times attempting to schedule the final correction, including Friday 05/and Monday 05/Company has confirmed scheduling with Customer and will consider this matter resolved at this point

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowMr [redacted] has repeatedly blurred the truth in his reporting of the incident resulting in my complaint, and continues to place emphasis on the actual work performed at my home, instead of taking accountability for his unprofessional and inappropriate actions in response to my online testimonialI am still willing and hopeful to resolve this issue amicably, and outside of the courtroom, even while [redacted] continues to threaten me with a lawsuit Many of the comments contained in Mr [redacted] ’s last response via the Revdex.com forum can be construed as insignificant details, the actual truth of which we could argue back and forth foreverRather, I am going to summarize the incident and nature of my complaint in broader terms: I contracted Advanced Exteriors to perform work at my home I was unhappy with the progression and process of the actual work, directly as it pertains to the quality and value perceived, given a very high price tag (my dissatisfaction being well documented in several emails between myself and Advanced Exteriors) After much interaction and correction on my part, the work was completed to my satisfactionI signed a completion certificate Approximately months later, I received an unsolicited email request by Advanced Exteriors to write a positive review online about my experience As a courtesy, I emailed Mr [redacted] that I was not happy with the process and value of his company’s work at my home, and that I could not write a positive reviewEven though the final work was satisfactory, I felt that the customer service and overall job quality were not as advertised Mr [redacted] emailed me back, offering warranty work I replied, stating that my complaint was not related to the final, and therefore warrantied work, but rather related to the process it took to get to the final productI informed him there was nothing to speak about I then wrote a completely subjective online testimonial on [redacted] and ***, giving a summary of the work and my opinion that I did not perceive good valueAll facts given were accurate and truthfulThe stated dissatisfaction was my subjective opinion The same day that the review was posted, Mr [redacted] called my officeI had left for the day (I was notified by another employee that Mr [redacted] had called)I did not call him back, since I had already left for the dayI did not receive any other calls or text messages (I am happy to procure [redacted] documents if subpoenaed) The next day (Feb 3), I received a text message from my wife that Mr [redacted] had just shown up at the houseI was very concerned, as this seemed incredibly inappropriate and aggressiveMr [redacted] asked to inspect the outside of the home, which she grantedWhen asked if he could speak with me, she informed him I was at workMy work address was not given I did not receive any texts or calls or messages from Mr [redacted] prior to his unannounced arrival at my office approximately minutes later (once again, check my phone records)Mr [redacted] came into the lobby of my office and asked if he could speak with meI told him I was busy, but he assured me it would be brief During the conversation at my office, Mr [redacted] made many assertions that I was unfounded in my dissatisfaction with his company’s serviceMany things were said (amicably) back and forth, but it was clear to me that he was not taking full accountability for a misleading sales pitch and correlated underperformance Mr [redacted] eventually asked me to remove my review, stating that it was “hurting his business”I said no, stating that I am within my rights to inform others of my experienceHe asked againI said noHe became agitated and increasingly animatedHe began to raise his voiceAt some point he began to mention lawyers and made claims that “he would win in court”I asked him if he was threatening meHe said “no, but I’ve already spoken with the lawyers, and I would win in court”Finally, at some point Mr [redacted] interrupted a statement I was making, and said [verbatim] “this is bt!” I immediately stopped speaking, and said “Get out of my office”He continued speaking in raised tones, so I turned around, and said “Get out of my office” one last time as I closed my interior office doorAt that time Mr [redacted] left I emailed Mr [redacted] with a request to cease and desist any further harassment of meI told him any further harassment would be met with complaints to the Revdex.com and other consumer agenciesI told him any threat to sue would be considered additional harassment Approximately one month later I received a Cease and Desist Letter from Mr [redacted] ’s attorneyI replied, stating that my subjective review could not be construed as libel or defamationI then filed complaints with the Revdex.com, CSLB, and called [redacted] corporate Approximately days later, Mr [redacted] has claimed that he will indeed pursue litigation against me in the amount of $100,000, for alleged libel and defamation Those are the facts, and I will swear in court to their accuracy and truthfulnessNow, please allow me to make a few important observations or comments on Mr [redacted] ’s last correspondence: - Mr [redacted] did not make multiple attempts to contact me before showing up to my home and officeExactly one phone call was made to my office line, which I did not receive right away - Mr [redacted] did indeed curse in my presence when I refused to remove my reviewHe said “This is bt”, at which time I told him to leave - I have never threatened Mr [redacted] In response to his aggressive intimidation of me, I gave him one last opportunity to cease his harassment, or I would file rightful consumer complaints related to his threatsIn fact, one should consider that every one of my actions has been defensive in nature, with ample opportunity given for Mr [redacted] to cease and desist: o I did not post any public review of his service until after being solicited for one by Mr [redacted] nearly months after the work was completeHow is this malicious intent? o Even before posting the public review, I sent Mr [redacted] a courtesy email informing him of my intent to post my honest opinion o After Mr [redacted] came to my house, frightened my wife, and then came to my office and verbally assaulted me, I STILL did not make any malicious attempts to hurt him or his businessI warned him to cease and desist his threatening actions or I would indeed file complaints o Mr [redacted] then continued to attack me, in the form of a legal cease and desist letterAt this time I did file a Revdex.com complaint due to his actions o Mr [redacted] has chosen not to resolve this matter with the Revdex.com, but rather, take me to court with an unfounded defamation caseAt any time, this matter could have been resolved amicably, but Mr [redacted] continues to press litigious action Who has been the malicious aggressor in this instance? Surely not myself, when every action of mine has been responsive and defensive in nature - Mr [redacted] ’s vague and puzzling assertion (in bold), that I solicited him for a discount and was basing my satisfaction off budget and expense is bafflingI am not sure what he means by thatAs with all homeowners, I base my satisfaction on the combined value of price, quality of work during the process, customer service, and final productHad this company met or exceeded my expectations as set forth by Mr [redacted] during his initial presentation, I likely would have posted a positive review I am confident in my standing in this matter, and would certainly prevail in court, given the legal precedence by the Code of Civil Procedure (Section 425.16), protecting consumers against frivolous S.L.A.P.P lawsuitsHowever, I would still prefer to resolve this matter with Mr [redacted] outside of the courtroomI am confident that we could come to agreeable terms via 3rd party arbitration, which I am requesting via the Revdex.comLitigation only hurts both parties in this case I am very regretful that this simple case of consumer public participation has escalated unnecessarilyI have offered Mr [redacted] multiple chances to simply let this go, and he has repeatedly chosen to escalateThere are many acceptable and professional ways to handle a poor online testimonial by a customer, and Mr [redacted] has chosen threats and intimidation Nevertheless, I am hopeful that arbitration may decide a reasonable resolution to this case Regards, [redacted] ***

I have called times since December 1st,2016, I reach the answering service who claim if I keep calling I will be able to reach the company itselfThe company still has not returned my calls to resolve this issue