Ameristar Exteriors, Inc.

Review: The repairs done to my house have created additional damage to my home. The roof they installed was inferior. I notified them on three separate occasions (10/12/2013, 10/31/2013, and 1/13/2014) that the roof was leaking water into my home. My ceiling has been damaged due to water leaking from it. The insulation in my attic is ruined by being saturated in water on multiple occasions. The last time I informed them about my roof leaking was on 1/13/2014. I got no response from them at all until 1/21/2014. They finally had someone come to stop the leak on 1/23/2014. On, 1/23/2014, the roofers came to repair the leak in my roof and I watched them remove buckets full of water from my attic. They said they repaired the leak that was coming from around the chimney. The roofers said that the other water was not coming from a faulty roof, but from Ameristar's faulty installation of the siding. I informed [redacted], the field supervisor with Ameristar, about the faulty siding that they had installed. He said he would have someone out the next day to fix that, and no one ever came. The siding on the front of my house is now falling off. And water is still able to penetrate my home. Because of the wet, ruined insulation, my heating bill has gone up over 100% since the water leaks.

On 10/14/2013, the roofers broke the latch off of my back gate. I informed [redacted], and he told me he would get a new latch and install it the next day. A new latch was never installed. The roofers also broke all of my solar lights which were installed in the ground around my house and fence. These pieces are still laying in my yard broken. There is also still a stack of wood boards and nails in my backyard that had been removed during the installation, and was never removed from my yard.

11/03/2013, [redacted], informed me that someone would be coming to paint my garage, and windows. No one ever came to paint. No painting has been done.

11/14/2013, The people came to install my gutters. They only installed gutters on half of my home, and left part of the house with old gutters, and part of the house with no gutters at all, the garage gutters were removed, but new ones were not installed. I asked [redacted] that day, when the installation of my gutters would be completed. He said he would come out that day to inspect what else needed to be done with the gutters and get it taken care of. He never came to inspect them, and they were not installed until I complained multiple times to people that they were not completely installed. The gutters were finally finished in March, 2014. However, when the people came to install the gutters in March,2014 I was never informed that they were coming. The men who came never called me, knocked on my door, rang my doorbell or anything. The gate in my fence to enter my backyard was frozen to the ground, and they pushed their way through it to gain access to my backyard. By doing so, they broke off many pieces of the bottom of the fence. The pieces of my gate are still laying on the ground.

All the white window wraps and screens were supposed to be replaced. None of it was ever replaced.

I told the account manager, [redacted] with Ameristar, about all the problems I had been having. She said that she, nor the manager knew of any of these issues, and would pull [redacted] off of my account and the manager would take over to make sure everything got done. I spoke with this new manager and also informed him of all of the damages and issues I had had with [redacted] not meeting any deadlines, and lying to me about work getting done. He apologized and told me he was writing down all of the things that needed to be done and that he would personally make sure that everything was done. I told both [redacted], and [redacted] , that I would not pay them until the work is complete, and my property damage has been completely repaired. They both agreed, and said that I did not have to pay until I was completely satisfied.

I informed my insurance company of the problems I have been having with Ameristar, and they advised me not to give them any money until these things are done as well.

Today, March 28, 2014, Ameristar has sent me a letter (dated March 25, 2014), telling me my account is past due, that the work has been completed and if I do not pay them, that there will be legal proceedings.

None of the damages have been inspected, or rectified, and the work is not complete.Desired Settlement: When insulation becomes wet its insulation capacity is ruined, and becomes moldy. All of the insulation in my attic needs to be removed. A company that works in mold removal must be brought in to remove the mold, and treat it to prevent it from growing back. The attic needs to be professionally air sealed, and new insulation, Rated R60 needs to be installed throughout the entire attic. Any additional damages done to my home or other property that were caused by the roof leaks need to be repaired and/or replaced. I need to be reimbursed for my heating bills, dating back to the first roof leak on 10/12/2013, when the insulation was first damaged. The ceiling in the master bedroom that was damaged needs to be repaired, and repainted. The back gate, and latch on my fence both need to be replaced. My solar lights need to be replaced. The siding on my home needs to be re-installed where it is falling off. The area above the sun porch (where the roofers said the second leak was coming from) needs to be resealed, and re-sided. All the areas on the garage (except the siding) need to be sanded, primed, and painted. The white window wraps and screens need to be replaced.

Business

Response:

While

we try to satisfy all of our clients with exceptional exterior restoration work

and good customer service values, there are moments when things don't seem to

go according to plan. While we understand that project issues can create

stress and tension between a homeowner and their contracting company, we do

believe that communication is key to rectifying any difficult situation. We

are committed to resolving the issues on our client's home and hope that with

proper communication, all open items will be addressed.

Our account manager

made initial contact with the homeowner while trying to track down payment for

services rendered to her property, i.e. roof, siding, gutters. In

November of 2013, the homeowner had given us an insurance check, acting as a

deposit for services to be performed on her home (the insurance check was made

payable to the homeowner and her mortgage company). Our accounting

department is responsible for sending insurance checks with a mortgage payee to

the mortgage company for endorsement. Although we try our best to act as

a liaison between the homeowner and mortgage company, in getting the funds

properly disbursed, it is often that the mortgage company will directly

disburse the insurance funds back to the homeowner. Such was the case

with our homeowner. Therefore, the initial check that the homeowner had

given to us to act as a deposit for her contracting work was sent back to her,

leaving Ameristar Exteriors without payment.

Our accounting

department made contact with the homeowner to discuss her outstanding balance

on her account. It was at that time that our account manager was informed

of the open issues the homeowner had. The account manager explained to

the homeowner that our office had not been aware of the issues and that we

would do our very best to intervene and rectify them. We informed the

client that our production manager would be making contact with her to proceed

with any repair work that needed to be completed. We asked the client to

make contact with our office managers only, as there seemed to be

miscommunication between the homeowner and our representative.

Our production manager

made four attempts to contact the homeowner to address the repair issues on her

home. Acting on good faith and holding true to our commitment to our

client, Ameristar Exteriors proceeded to have the homeowner's gutter

work completed. After completion of the gutter repair work, our office continued

to contact the homeowner. With no communication with our production

manager, the accounting department was informed of the situation. Before

sending out a collection letter to the homeowner, our account manager made

another failed attempt to contact the homeowner. With absolutely no

communication between the homeowner and our company and a multitude of services

rendered to her home, our account manager sent out a collection letter asking

for her to make contact with our office immediately.

Consumer

Response:

etter Business Bureau:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

The letter they posted has no explanation of when my property will be fixed and the work to be finished. They never responded back to the email I sent on 4/6/2014.I was not contacted before or after the gutters we're installed until I was contacted about owibg them money. No one ever contacted me about doing the work.

Business

Response:

I have attached the email you are referring to, but in order for us to make additional repairs we need to come out to the home and address the issues so we can make proper arrangements. Please let us know your availability, we are more than happy to work around your schedule just let us know what works for you.

---------- Forwarded message ----------

From: [redacted]

Date: Sunday, April 6, 2014

Subject: Ameristar Exteriors

To: [redacted]

Hi [redacted]. I sent a complaint to the Revdex.com that lists everything that still needs to be done and what needs to be fixed.