Nova Exteriors Inc

[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.]
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 if and when it is completed.
Regards,
*** ***

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***novaexteriors.com
7:AM (hours ago)
tome
Mr***,
Nova Exteriors has gone out to the house and identified the problem with the customers newly installed shower We have presented two possible solutions and are waiting (for over a week)to hear back from the home owner Once a decision has been made, Nova Exteriors is prepared to go out and complete the repair
Thanks,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Nova Exteriors has finally finished the repairs to the damage that their prior work caused. I am not "happy" with this company and will not use or promote them for fear of their terrible work quality control and their disorganized customer service.
Regards,
[redacted]

[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: 10116022
I am rejecting this response because:
In Mr. [redacted] email, he states that they have met with only one homeowner and have done business with them before.
 
I worked from home specifically to meet the sales representative, he was sitting in my home, 10 feet away from the door in question. The issue of needing multiple people at the home was never mentioned during my appointment setting.
 
I'm unclear about why they would provide quotes and in turn products to other people, but not me. If the answer is not because of my gender, my race, my home, my attire - I'd like to know the reason why. Please note that two people from this company made and supported this decision.
 
Mr. [redacted] response makes the situation worse in my opinion. So you would do business with other people - but not me?
 
Horrible customer service - and frankly very short sighted.

[redacted],
font-family: arial, sans-serif;">Nova Exteriors made multiple attempts to repair said roof/ventilation system.  Once the  ridge vent was replaced with an upgraded shingled ridge vent, we had to wait through a few rain storm to confirm that the repair was a 100% complete.  Admittedly, we had some confusion on our end with schedule the date to replace the bathroom ceiling.  The ceiling has since been replaced and painted, and by all accounts the customer is once again happy with Nova Exteriors.Thanks,[redacted]

Mr. Dennis,
Good afternoon.
We received the recent complaint from Mrs. [redacted].
As a practice, we like to meet with all decision makers when presenting our products and services.
Her gender or decision making capabilities were never in question.
We would be more...

than happy to resolve the issue, as requested by the consumer, by written letter and email.Thank you for bringing the matter to our attention,
 
[redacted]
NOVA Exteriors, Inc.

To Revdex.com and Ms. [redacted]:NOVA Exteriors takes a lot of pride in taking care of our customers.  We work very hard to maintain very strong ratings with all agencies including the Revdex.com.  After nearly 20 years of working, I believe our track record is proof on how hard...

we are willing to work.  Since Ms. [redacted]'s complaint has been issued, we have made contact with her directly and have schedule to be out to her home to complete the remaining portion of her project on 12/15/14.  We believe that we have found a remedy that will allow us to address the challenge in completing her project.  If there is anything further, or if any items have been missed, please feel free to correspond.  We will do all that we can to ensure customer satisfaction. Sincerely, [redacted] Owner and President

Review: Nova made an agreement to place vinyl capping on fascia and window frames of my home. A double window on one side was not capped. The company now states that because the window is above a glass roofed sunroom it is not possible to cap the frame. The have offered a rebate of $218 which I did not accept because the loss of value when I attempt to resell my home is unknown but realtors with whom I have spoken say that this will be an issue. The company admits that it is at fault for putting this window capping in the contract and they have asked me to pay as much as $500 to have a cherrypicker/crane brought in to get the job done. When they initially wrote the contract the issue should have been obvious to them and they should have pointed out the "impossibility" of doing this window.Desired Settlement: There must be a company that is creative enough to get the vinyl capping done so that my future home sale value is not in question. They (Nova) claim that there is risk to the crew and to my home if they try to apply the capping.The side of the home where the window is has been painted in the past with no dire consequences and I think they should take the responsibility of finding a solution as I took out a loan to cover the cost of this work. I should not have to pay additional funds for them to complete the contracted work due to their faulty project skills.

Business

Response:

To Revdex.com and Ms. [redacted]:NOVA Exteriors takes a lot of pride in taking care of our customers. We work very hard to maintain very strong ratings with all agencies including the Revdex.com. After nearly 20 years of working, I believe our track record is proof on how hard we are willing to work. Since Ms. [redacted]'s complaint has been issued, we have made contact with her directly and have schedule to be out to her home to complete the remaining portion of her project on 12/15/14. We believe that we have found a remedy that will allow us to address the challenge in completing her project. If there is anything further, or if any items have been missed, please feel free to correspond. We will do all that we can to ensure customer satisfaction. Sincerely, [redacted] Owner and President

Review: I contracted with NOVA exteriors to replace and wrap wood around my garage and to replace the railings on my porch in April 2013. The work was performed in June. Since the work was performed, I have repeatedly requested that NOVA exteriors complete the wrap around my garage and replace a portion of railing that was cut too short. I had two new bushes that were stepped on. I believe that I have been more than patient and just want to record my complaint.Desired Settlement: Please complete the wrapping so that the wood does not rot again and to replace the railing on my porch. Please also replace my ruined bush.

Business

Response:

[redacted],

Review: Nova Exterior advised us to change our attic's ventilation by closing the existing ridge vent and adding turtle vents. After the work was done we developed a mold in the attic that wasn't there before there job was done. Nova Exteriors sent their specialist to evaluate the problem. He told us we had the wrong ventilation for our home. He advised us to add a ridge vent and remove the turtle vents. Nova Exteriors corrected the ventilation. Months later during a bad rainstorm the ridge vent leaked so badly the water blew a hole in our upstairs bathroom ceiling. They had someone come and try to repair the leak with caulk. We were having a lot of rain and the repair did not fix the problem. Nova Exteriors finally replaced the ridge vent properly. We waited until we had another big rain to make sure the leak was truly repaired. Now we are stuck with this huge hole in our ceiling. We were told that Nova Exteriors would do the repair, they have to replace at least one sheet of dry wall. I have tried to schedule the repair a couple of times and have been told they would call me back , but never got a call back. I finally got an appointment for the repair and no one showed up. We called them to find out why they didn't show up and they admitted to rescheduling our appointment and neglecting to inform us. Yes, they rescheduled our appointment and didn't tell us!Desired Settlement: I want the damaged ceiling repaired. I want Nova Exteriors to write me a check for the repairs so I can have a company I have confidence in to actually do the repairs.

Business

Response:

[redacted],

Nova Exteriors made multiple attempts to repair said roof/ventilation system. Once the ridge vent was replaced with an upgraded shingled ridge vent, we had to wait through a few rain storm to confirm that the repair was a 100% complete. Admittedly, we had some confusion on our end with schedule the date to replace the bathroom ceiling. The ceiling has since been replaced and painted, and by all accounts the customer is once again happy with Nova Exteriors.

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Nova Exteriors has finally finished the repairs to the damage that their prior work caused. I am not "happy" with this company and will not use or promote them for fear of their terrible work quality control and their disorganized customer service.

Regards,

Review: I contracted w/Nova Exteriors on 1 April 2013 to have an entry & storm door replaced as well as three windows replaced and a leak around a fourth window fixed. Initial installation of the doors and the windows was scheduled for 3 May. On 1 May I was notified by Nova Exteriors that not all of the windows had arrived, that the third window would have to be re-ordered or sent from the manufacturer & that installation would occur at a later date. The installation of the doors was to occur as scheduled. The doors were installed on 3 May with only one minor issue - no screen was ordered as part of the storm door. I spoke w/Nova Exteriors Sales Rep, [redacted], that day and was told that a screen would be ordered for the door that day. On 8 May the installation of all three windows was scheduled for 15 May. On 15 May the window installer arrived at the residence to install the windows & also delivered the screen for the storm door. As part of the preparation process the installer measured the windows that were currently installed in the house and discovered that the windows that were brought to be installed were several inches too small. My wife asked the installer if he could address the leak around the fourth window prior to his leaving. His response to my wife was that he did not know what she was talking about and departed without taking any action to address the leak around the fourth window. I spoke w/[redacted] regarding the incorrect windows being delivered to the house at approximately 0830 on the morning of the 15th. He confirmed that the wrong windows were ordered but would not affix blame for the error with either the Nova Exterior staff or the window manufacturer. He told me that new windows would be ordered and that I would be contacted upon their receipt by Nova Exteriors to schedule the installation. I told [redacted] that I was not happy with how this whole window contracting/ordering/installation process was being handled by Nova Exteriors and that I was looking for some financial compensation for these mistakes. The total cost for the window installation was contracted at $4391.00, of which I have paid $1461.00.[redacted] stated that he was not authorized to make such a decision. I told him that I understood this but would like him to speak with his supervisors about my request. He stated that he would "plead" my case. I told him that I didn't need anyone to plead my case and that I was merely asking him to deliver my request. He stated he would. I received a text message from [redacted] at approximately 1130 am indicating that he delivered my request about the financial compensation matter. It is now 16 May at 6:30 pm, I have heard nothing more from [redacted] nor anyone else from Nova Exteriors regarding the events that unfolded yesterday. I am working off of the assumption that the correct windows have been ordered and that I should be contacted by Nova Exteriors to discuss the installation of these windows within the next 7 - 10 days. If I do not hear from anyone associated w/Nova Exteriors prior to this contact I plan on bringing up my request for financial compensation again prior to scheduling the window installation.Desired Settlement: Some level of financial compensation for a job that has been affected by three different errors by either the contractor or the manufacturer but not the home owner, the correct windows ordered and installed, AND the leak around the fourth window fixed.

Business

Response:

Response Regarding Complaint ID# [redacted] from [redacted]

We are aware of the issues that **. [redacted] has had to deal with regarding his window installation. Although we have no control over the delays and inaccuracies made by the window manufacturer we are making every effort to resolve the issues that **. [redacted] has encountered. We currently have an installation date scheduled for the remaining windows, the issue of the storm door screen has already been resolved. Although the window the **. [redacted] has asked to inspect for water leakage is not one that he purchased from Nova Exteriors we are accomodating him by making adjustments to our service schedule to get our service technician out there on the same day as his installation so that he will not be inconvenienced on two different days for installation & service. We have made every effort to complete this project as quickly as possible and we will continue to move forward until the job is complete. We look forward to finishing this project and regaining the trust and satisfaction of another Nova Exteriors customer.

Consumer

Response:

[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.]

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

Regards,

Review: signed contract September 2012, permit approved Nov-15-2012, started job December 2012.Kitchen remodeling is not ready, sloppy carpentry work, not only job is not ready but every thing is wrong. only one handy man working, he does not know what he is doing, we have a short circuit in one room, cloged sink in laundry and bad installation of backplash plus others.Since February we have not kitchen, eatting in restaurantsDesired Settlement: A new contractor to take over to do repair, finish work etc. We paid to Nova $72.000 and we have a balance at completion for $36.000 more (this amount balance must be to pay the new contractor)

Business

Response:

To Whom It May Concern,

Please see the attached response to the complaint (ID [redacted]) that was made by [redacted]. If further information is needed or, if you have questions or comments, please feel free to contact me at the phone number, or email, below.

[redacted], Owner

Nova Exteriors

PH: [redacted]

FX: [redacted]

Copy of the Response Letter:

June 27, 2013

Review: I contacted NOVA Exteriors though [redacted] for a quote on a sliding glass door. I made an appointment with them and they scheduled [redacted] to come out to my home on 7/2/14. Mr. [redacted] came out as scheduled, we sat down and went through some hand-out about products. He eventually asked where my husband was.

I explained that I worked from home to accomodate our meeting, and that my husband was also at work. I then asked why that mattered - he stated that he wanted to be there to answer questions from both husband and wife. I explained that this was my project and that my husband was not going to be asking any questions. He is in charge of some projects and I am in charge of others.

He said that he was not able to give me a quote without my husband present. I pointed out that no one mentioned my husband in any communication and that they had wasted both is time and mine.

He called his supervisor and I listeted to the entore exchange on the phone. The supervisor told him that he oculd not give me a quote - and that was how they had been doing business for 19 years - and they were not going to change.

I felt discriminated against as a consumer and additionally as a woman.

I hire service people all of the time and have never been treated like this. Mr. [redacted] was very polite and embarrassed - and I pointed out that his employer wasted both his and my time.Desired Settlement: I would like an apology in writing.

Business

Response:

Mr. Dennis,Good afternoon.We received the recent complaint from Mrs. [redacted].As a practice, we like to meet with all decision makers when presenting our products and services.Her gender or decision making capabilities were never in question.We would be more than happy to resolve the issue, as requested by the consumer, by written letter and email.Thank you for bringing the matter to our attention, [redacted]NOVA Exteriors, Inc.

Business

Response:

Mrs. [redacted],

Good afternoon.

We wanted to let you know that we sent you (via mail) the apology letter as requested.

We would like to restate once again that we apologize for the inconvenience.

The reason we did not give you a price was not based on your gender.

We have a policy that we make every attempt to meet with all homeowners and interested parties.

Our consultations are of no cost and rather than coming back two or three times that we relay all product information and pricing the first time around.

If our representative established that he was meeting with any or all parties present there would have been no issue with pricing out your project.

His error was an oversight and not gender based.

There have been several instances in which we have met with only one homeowner and have done business with them.

I hope this explanation resounds more effectively than our first explanation.

Our sincerest apologies,

NOVA Exteriors, Inc.

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: 10116022

I am rejecting this response because:In Mr. [redacted] email, he states that they have met with only one homeowner and have done business with them before. I worked from home specifically to meet the sales representative, he was sitting in my home, 10 feet away from the door in question. The issue of needing multiple people at the home was never mentioned during my appointment setting. I'm unclear about why they would provide quotes and in turn products to other people, but not me. If the answer is not because of my gender, my race, my home, my attire - I'd like to know the reason why. Please note that two people from this company made and supported this decision. Mr. [redacted] response makes the situation worse in my opinion. So you would do business with other people - but not me? Horrible customer service - and frankly very short sighted.

Representative Chuck Parker showed up to a scheduled appointment to meet my sister about an estimate on our back deck. One of the first things he asked was who the home owner was and what she did for a living. My sister - the homeowner and THREE TIME WAR VETERAN now turned Nursing student living off WELL-EARNED and WELL-ESTABLISHED savings and scholarships (not that it was any of his business in the first place) - responded saying she owned the home and was a student. He then proceeded to ask her several times throughout the appointment how she was going to be able to afford the deck, if she had a car, that the work would be expensive and that he has a track record of working in "very expensive" homes. After surveying our deck, he pushed for her to sign a contract which she explained to the representative who made the appointment initially she would not be doing - that she was looking for an estimate ONLY for work we plan to have done in a few months. After she explained this to Chuck Parker, he got very huffy and said he was surprised the company would even send him out if she indicated she was not going to sign upfront because "prices could change at the end of June." This AFTER the original phone rep said the estimate would be good for 12 months. He ended the appointment by begrudgingly writing up an estimate, insulting my sister again on her finances ("still don't understand how you're going to pay for the work"), and commenting on her personal life (again - NONE OF HIS BUSINESS) by saying only providing a cell phone number indicated she was single (she isn't, by the way). The experience left a more-than-sour taste in our mouths and I am so angered by how my sister was treated that Nova Exteriors will NEVER see a dime of either of our incomes nor a recommendation. In addition, I will be contacting the company tomorrow requesting the termination of Chuck Parker. He clearly discriminated against my sister because she was a seemingly single woman with no income (both incorrect assumptions) and I will not stand for it. 100% would NOT recommend.

Review: I signed a contract with NOVA in May 2012 to cap the trim on my house and replace the existing gutters. My wife and I were assured that the gutters would match the trim. Since that time I have had numerous phone calls, visits and over 50 emails to no less than 5 individuals (to include the [redacted], the President of the company) in to get NOVA to honor their contract and commitments. The contract stated that payment was due upon completion of the work - which has not happened. As a show of good faith, I did pay 80% of the $14 K. I refuse to pay the remainder, until the work is completed to my satisfaction.

1. The gutters they installed - do not match the trim.

2. The cap on a front window was never completed.

3. In subsequent documented emails from NOVA authorized representatives, it was agreed that since for the trim that was too intricate for capping, they would paint the trim. I even offered to buy the paint to avoid any further color matching discrepancies.

4. When I showed the seams of the capping to the salesman [redacted], I was told that the seams would be sealed by the "finishing team". There is no finishing team!Desired Settlement: For the aggravation and time spent to date trying to resolve this, I want the following accomplished at no additional cost to me:

1. Matching gutters installed

2. Paint all the trim that NOVA was unable or unwilling to cap

3. Seal capping seams

Business

Response:

We at Nova Exteriors have been out to service this job on several occasions. We will continue to do any and all services related to it. We have issued a credit/discount to the original contract due to the color discrepancy on the gutters. We also offered to complete the job with the correct color gutters but the customer refuses to pay the balance.