American Exteriors & Masonry

We were under the impression that the final inspection was completed at the time we built the deck. We were informed by the client that it was not and we immediately started action to get the task completed. We had to contact the county to understand all the issues. We then contacted the person who...

built the deck. He was tasked with drawing the deck design and we resubmitted the design the next day. It took a few days for the county to approve the plans. They did that last week. I had a death in my family and was not available last week. Today is my first day back at work. I have someone scheduled to go to her house tomorrow to do the repairs, at which point we will reorder the inspection and hopefully resolve this situation for her.

We feel that [redacted]'s accusation has no merit. [redacted] originally changed the roof design at about the six week mark. He subsequently requested design changes to the support posts, so we brought in an architect to meet with [redacted] and myself to make the changes. He wanted them...

to match the existing columns in his foyer. Next it was to go from synthetic decking materials to a stone flooring system, which we did homework and found a company and procured samples. [redacted] then decided he wanted a price to build the structure of masonry and not wood. That involved the structural engineer and took about another month to get our quote prepared. He said the price was too high and was going to look at options for us to do some of the work and for him to be the general contractor, in an effort to save money. We obliged him. We have all the renderings and can make a presentation showing as such. We also gave [redacted] a link to our Dropbox to view the drawings/renderings at any time he choose. To say nothing has been done is 20 weeks is beyond the pale.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I never expected to solve this issue with this business via Revdex.com; they're very argumented and not customer-service oriented. However, I thought to give it a try. Please no need to continue back and forth; I am taking this case one step further: to the court.....they will hear from my lawyer soon.... Thank you for your time and effert in trying to solve this issue.
Regards,
[redacted]

Date: Fri, Sep 23, 2016 at 1:00 PMSubject: Client Complaint Revdex.com - American Exteriors & Masonry[redacted],We have resolved the complaint filed by our client [redacted] today. We have completed the work regarding the replacement of the broken Dryer Vent. The before and after pictures are...

attached to this email. If you have any questions please contact us.Best Regards,Justin G

From: [redacted] G[redacted] <[redacted]@american-exteriors.com>Date: Mon, Jul 13, 2015 at 5:03 PMSubject: Complaint filed with Revdex.com - American Exteriors & MasonryTo: [redacted]@myRevdex.com.orgCc: [redacted] <[redacted]@american-exteriors.com>[redacted]We are...

responding to the complaint filed by [redacted] with the Revdex.com. In his complaint he mentioned that we installed the wrong railing and fastener system.Attached to this email you will find a copy of the contract and email sent by [redacted]. We installed white vinyl rails as stated in the contract. We also installed the fastener system for his deck that he agreed to per his email that was sent to the owner of the company ([redacted]). We satisfied the contract with a high quality installation. We would like to resolve this complaint as soon as possible. We value our A+ rating with the Revdex.com and pride ourselves on our high quality craftsmanship. Please contact us with any questions or if you need more information.Best Regards,[redacted] G[redacted] Operations ManagerAmerican Exteriors & Masonry1311 Barksdale Drive NE | Leesburg, VA 20176American-Exteriors.com[redacted]@American-Exteriors.com###-###-#### Office  | ###-###-#### Mobile###-###-#### Fax    *A Veteran Owned Small Business

Date: Fri, Aug 25, 2017 at 8:27 AM[redacted]
[redacted]
[redacted]
 They came out this week and redo the whole patio.  Everything looks good now.  Hopefully it will last this time.   Thank you so much for all your help.  Could you please close this case or some me how to do it on the website?  [redacted]
 
[redacted]

Tell us why here... The client is correct when he said we have come out several times and did repairs to his patio. The issue is that the builder left him with back fill which is not completely compacted. Even though this is technically an unwarranted item, we came out twice and rebuilt the base at...

no charge to the client. I spoke with the client over the winter when he told me his dirt sank again. We agreed that when the weather got better, either he would call me or I would call him. Neither of those occurred. I left the client a message to call me to set the repair date and have not heard back from him.

Review: On September 18th I signed the contract for the deck and provided a deposit of $16,000. We had a sketch from which the quote was generated. I was told the final design would be completed in 4 weeks, a permit would be submitted to the county, and 2 weeks later work would begin. After 20 weeks, we still did not have a design that could go to their engineering group which would then go to the county for permit. I have over 25 email to them and all conversations to initiate work came from me. I tried to cancel 3 other times do to lack of attention or progress but was convinced that we were close. Finally after 20 weeks of waiting, I realized this group was not capable of building the deck they quoted and I cancelled. The company refuses to return the deposit and is asking for me to continue the work with themDesired Settlement: The deposit needs to be returned

Business

Response:

We feel that [redacted]'s accusation has no merit. [redacted] originally changed the roof design at about the six week mark. He subsequently requested design changes to the support posts, so we brought in an architect to meet with [redacted] and myself to make the changes. He wanted them to match the existing columns in his foyer. Next it was to go from synthetic decking materials to a stone flooring system, which we did homework and found a company and procured samples. [redacted] then decided he wanted a price to build the structure of masonry and not wood. That involved the structural engineer and took about another month to get our quote prepared. He said the price was too high and was going to look at options for us to do some of the work and for him to be the general contractor, in an effort to save money. We obliged him. We have all the renderings and can make a presentation showing as such. We also gave [redacted] a link to our Dropbox to view the drawings/renderings at any time he choose. To say nothing has been done is 20 weeks is beyond the pale.

Review: American Exteriors was hired to build a stone structure for the base of a sign that we were installing. Contract for this job was signed on 10/14/2103, and giving them a deposit for the job. It is now 08/01/2014. The permits for this job were never received by AE, we were told several times to hold on. While AE was holding us off, we also had clients that we had to tell this too. After a while our clients knew that we were being put off by AE. We had emailed and phoned on several occasions to AE in reference to this, after 4 months we came to the conclusion that we were not going to pursue this project any longer with AE and we wanted our deposit back. We started with emails then went to phone calls. The first couple of emails were answered by letting us know the people that handle this are out and not working on that day and won't be back for a few days. After we received no help through emailing, we made phone calls and at first they were being answered with excuses of, "I do not handle this and I will get so and so to call you back", or " the lady that handles this is out sick or on vacation". It had gotten to the point that AE would not pick up the phone because of caller ID and they knew it was us (?). We left messages with no response. After about 2 months of that I started calling from my personal cell phone because they did not know that number. I finally got someone and she said to give her 2 weeks because she was going on vacation in a week and Frank the actual brick layer was on vacation that week. I emailed her and said as of August 1, 2014, if we had not heard anything from them, we would be going to the Revdex.com and a collection agency. As of 10:00, August 1, 2014, we have not heard from them. This has been going on for 10 months. I do see waiting maybe 30 days , and I think we gave them more that enough time to contact us with a decent conversation and conclusion on our deposit. We will not recommend working with this company. They do good brick work, their office practices and refund practices are very bad. We had to send them some extra money when this first went into production and we received phone calls and was almost demanded to send a check by [redacted], that was unprofessional and very unsettling. I felt then that maybe this was not a right. On the very last contact over 2 weeks ago, the owner said she would have to look at the expenses her company had to take and then subtract that out of the deposit we paid them. I found out how much permits were and what it took to apply, it took me 30 min., so I do believe Time is Up. I need to take action because it is businesses like this that makes it hard for businesses like ours.Desired Settlement: I would like for them to send our refund back.

Business

Response:

We were instructed by the client where to build the second of two community signs. The first one was installed without a hitch except for the final payment was not made correctly. They did not pay the full balance. We were told it was

an oversight by a new employee and had them write a check for the

correct balance, we said no problem. When we went to pull the second permit from the county to build the structure, there were multiple code violations with respect to where the client wanted the structure placed and the permit was denied. We spent countless hours working with the county supervisors, meeting them at the county building and the job site to try to find a legal location to build the sign. There were employees of American Exteriors running back and forth to the county building for definitions on their requirements. The client was made aware of the problem by the sales person. The client instructed us to build the sign on a non-permitted site and we tried our best to accommodate them. All this is verifiable at [redacted] County Building and Development. We never "held them off", we were simply following [redacted] County building codes to build a legal sign. We also bought the stone for the project in anticipation of a successful outcome. We felt it would be fair to be reimbursed for our materials, time and effort. Apparently, the client doesn't feel the same way since it's always easier to file a complaint at the Revdex.com. My only choice at this point is to give him his deposit back and absorb all the cost and keep my good name. The client was aware of all of this through out the whole process. Frank is not a bricklayer and we always answer our phones, I have no idea what that's about. Yes, I was sick and in the hospital and took a vacation. I never was contacted by them again and never spoke to them after that. Translation, their client cancelled because the sign can not be legally built and we are taking the loss.American

Exteriors was hired to build a stone structure for the base of a sign

that we were installing. Contract for this job was signed on

10/14/2103, and giving them a deposit for the job. It is now 08/01/2014.

The permits for this job were never received by AE, we were told

several times to hold on. While AE was holding us off, we also had

clients that we had to tell this too. After a while our clients knew

that we were being put off by AE. We had emailed and phoned on several

occasions to AE in reference to this, after 4 months we came to the

conclusion that we were not going to pursue this project any longer with

AE and we wanted our deposit back. We started with emails then went to

phone calls. The first couple of emails were answered by letting us know

the people that handle this are out and not working on that day and

won't be back for a few days. After we received no help through

emailing, we made phone calls and at first they were being answered with

excuses of, "I do not handle this and I will get so and so to call you

back", or " the lady that handles this is out sick or on vacation". It

had gotten to the point that AE would not pick up the phone because of

caller ID and they knew it was us (?). We left messages with no

response. After about 2 months of that I started calling from my

personal cell phone because they did not know that number. I finally got

someone and she said to give her 2 weeks because she was going on

vacation in a week and Frank the actual brick layer was on vacation

that week. I emailed her and said as of August 1, 2014, if we had not

heard anything from them, we would be going to the Revdex.com and a collection

agency. As of 10:00, August 1, 2014, we have not heard from them. This

has been going on for 10 months. I do see waiting maybe 30 days , and I

think we gave them more that enough time to contact us with a decent

conversation and conclusion on our deposit. We will not recommend

working with this company. They do good brick work, their office

practices and refund practices are very bad. We had to send them some

extra money when this first went into production and we received phone

calls and was almost demanded to send a check by [redacted], that was

unprofessional and very unsettling. I felt then that maybe this was not a

right. On the very last contact over 2 weeks ago, the owner said she

would have to look at the expenses her company had to take and then

subtract that out of the deposit we paid them. I found out how much

permits were and what it took to apply, it took me 30 min., so I do

believe Time is Up. I need to take action because it is businesses like

this that makes it hard for businesses like ours.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

There are several reasons why I have to respond to what was written by AE. When the first deposit check was written, [redacted] wrote it thinking it was for both jobs being done by AE. When it was brought to our attention by AE that we needed to pay for the deposit for the second job, I myself wrote it and mailed it that day. I did not send it by [redacted] because I am new and really did not know how to do it. I thought it would be faster if the mail took it. When I signed in to do it [redacted], it said it would not be delivered for 3 days. As far as spending countless hours on this project, I spent 30 minuets finding out how and what to do when one of us came to [redacted] County to file ourselves. Then [redacted] went to [redacted] County Offices, he had an appointment at 11:30 and was out of there by 12:30. No money spent on permits because we were still in the questioning part of finding out what needed to be done. He found out who he needed to contact in reference to the brick structure being built on that piece of property so when he got back the very next day we emailed the engineer tech at [redacted].It took them 1 day to return to us pictures and a reason why the sign could not be put up. [redacted] will never and has never installed put up or tried to get someone else to put up a sign illegally or without permits. We were totally held off, why, we have not figured that out yet. If AE has purchased brick for a job that did not have the permits yet, then that is there mistake. In a business where anything can come up, you never buy the materials before receiving a permit IF a permit is needed to start the job. So now we have spent our time, gas and leg work, phone calls and emails which I believe I talked to everyone in the office at AE several times and never stopped until I sent the last email stating we have decide to go to Revdex.com and a debt collector. Finally, Carmen did correspond with the same put off," Frank is out of town and I will be on vacation next week, we will get together when we are both back at work then get with you on what can be done." I have the emails. We are in touch with the credit adjustment board of VA, if we have to go any further to collect what is legally ours, then we will have to do so. Our client wants AE out because of the time lapse and excuses they have given over the last 10 months. We are still pursuing this job but in a different location. We will not give up and we will do it the right way, legally.

Review: We contracted with this company to build a deck. According to the contract terms, we expected completion within 8 weeks of the contract date. It has now been 14 weeks and although some work has been done, it is far from completion.Desired Settlement: Build the deck as specified in the contract and per county code, or cancel contract and return deposit so we may hire a different contractor who will be able to perform.

Business

Response:

The job is now finished and we think the client is happy with the final product. I called him over the last few days to walk the job with him and he finally responded last night. He said he doesn't have time to look at it until Thursday or maybe even Saturday. I'll be back in touch when he finally has time to walk it and of course he hasn't paid for the job yet either...

Review: We contracted with the company in June and no services have been delivered. Contract states that approximate start and finish date is 4-8 weeks.Desired Settlement: Cancel and nullify contract with full refund of deposit.

Business

Response:

Hello [redacted], as per our conversation, my in writing response to this issue is that the project is installed completely and the customer is satisfied.

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