Sentry Exteriors, Inc.

Sentry...

Exteriors has provided me a written letter offering a 10 year warranty on all products and workmanship of the installed products.  The owner of Sentry Exteriors made  personal visit to my location to help resolve the issues and the warranty letter was our solution.  Warranty letter has been received by homeowners.in regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The complaint was a result of a mis-communication between the builder and the customer.  We have spoken with Mr. [redacted] and all issues have been resolved.If you need additional information, please contact me at [redacted]Thank you,[redacted]Sentry Exteriors[redacted]

Tony the sales man convinced us to choose Sentry over Window World for our homes new windows with a strong case that even though they were more expensive, it was worth the extra money to have his superior installation "guy". He alluded that the work done by Window World would fail in comparison to the work his installer would do. He said they were more expensive because they have to pay their "guy" more to keep him because he is just "SO GOOD".

Chad, the installers name, came on the day of installation a few hours after we were told he would be there, but no big deal, we thought. He got our old windows out and most of the new frames in within about six hours. It seemed promising. He promised to return at 8-9AM the following morning to finish the job. He never showed up until 1-2PM but only to pick up his ladder. He told me he couldn't do my windows because another crew had supposedly botched up another job so bad and he was "the only one good enough to fix their mess". He promised to return the next morning to finish our job. I expressed concern about the exposed framing getting damp and then getting covered up by trim, but he brushed it off. I was disappointed. After all, we paid over $6000 for this job to be done to have this unmatched superior crew do the work in 1-2 days. The next day we waited, and again, he never showed and never called to explain. I called the office and they called Chad. I was told by the receptionist that Chad had to do more repair on this other job than expected and he would come by about 1PM and if he couldn't make it then he would call to let me know what time he'd come. 3:30PM came and went. No call. No Chad. I should add that in addition to this tardiness and lack of follow through, Chad and his guys left a mess in every room they put windows in. Wood chips and splinters, paint chips, dirt and SCREWS etc. were on the floors beneath the windows. We have little kids so we had to obviously clean all this up. I vacuumed, mopped, etc and my husband picked up the screws. I was irritated by this because for $6k you'd think they could use a broom or at least pick up the screws off the floor. One window also had incomplete caulking on the inside. There was a hole that I had to fill with caulking while waiting for them to finally show up again. So anyway I finally texted our sales guy, Tony, to express my frustration at the lack of follow through and contact, and the mess they left in my house. Rather than Tony calling me back, he told the secretary and another guy at the office to call me. They told me he was busy so couldn't call me back, but I can't help but wonder if he was embarrassed by the discrepancy of his bragging on this guy and our experience with him. I was eventually told that Chad wouldn't be coming to finish the job but that they would send another crew. Ironic since the whole premise of why Tony told us they were superior was because we would get his "top notch" guy doing the job...and here we are being given another "crew". I am awaiting them to finish the job and make things right. Not a good experience to be honest. Wish we'd chosen Window World. I will not be recommending the window crew from Sentry at this point in time. Maybe my mind will change on that depending on how this pans out in the end. But mid experience, I'm definitely feeling let down. I trusted Tony's praise of this guy....who couldn't even pick up screws or show up or call when he can't. I really hope this works out. It was a ton of money to spend on a sketchy experience.

Review: We paid this company to repair our roof after we bought it. I have one part of the roof that I pointed out initially as having a dip and that it had leaked in the past. This company choose to roof over the dip instead of fix it. Not what I paid for and not what we agreed upon. Have called them numerous times to come and redo it and have been told numerous times someone will be over. And still no one has come to fix the repair on the roof I paid for. Will not recommend this company to anyone.Desired Settlement: Want that OSB board in that place replaced and the shingles laid down again. Want to not see the dip anymore.

Business

Response:

We are very sorry to hear that Mrs. [redacted] is upset with the customer service that she received after and during her purchase regarding her roof repair. We do apologize for any displeasure she has had working with our company. We also desire and are willing to work on this issue with her again. We have previously sent sales, management, and additional repair staff and crew members to look at her complaint regarding the dip that is believed to still be present in the roof. We did send our repair staff to inspect possible installation issues. They were able to see, after going to the property, where some shingles were sticking up, but that issue was corrected immediately by adding additional nails as needed. We had the roofing crew do a full roof inspection, and based on their inspection there didn’t appear to be a dip in the roof. During original installation, the roof was completely replaced and there were OSB boards installed under the shingles to correct the dip that was previously present. Our Sales Manager, [redacted], did have contact with Mrs. [redacted] trying to assist with any of the issues the customer had, but we were unable to see any problems that would need to be repaired. We are completely willing to tear off the portion of the roof that she has questions about to inspect the OSB board and existing roofing. If there is any issue with the workmanship we are completely willing to accept responsibility and take over the costs associated with this repair. If it is found that there is no issue with the workmanship and shingles are removed there will be an additional cost associated with that work. We desire to ensure that their roof is in perfect condition and aspire to keep all of our customers happy and pleased with the work we have completed. We would appreciate the opportunity to work with Mrs. [redacted] to resolve any of the issues she feels are still present. Please contact us as soon as possible and we will schedule any work necessary to rectify this complaint. We hope that we are able to change her views on our workmanship and company as a whole.Thank you,[redacted]Office ManagerSentry ExteriorsOffice: ###-###-####

Review: Sentry Exterior was hired to fix a leak in my roof and jack up a portion of it to the original height. Upon completion the work they did stopped the leak, but jacking up the roof caused 2 additional leaks. I spoke with [redacted] on the phone on Friday, May 3, 2014 at 9:57am and he said that what they did caused the leaks. He said that it was not their fault even though he claimed what they did caused the damage. They guaranteed their work, but are not honoring it. No one would hire a contractor to fix a leak in their roof just to have a bigger one spring up somewhere else. The communication on their end has been nothing, but poor with unfulfilled contact promises. I had two other contractors prior to them bid the job and both informed me that what they would do could potentially cause leaks through their methods, but Sentry never said any such thing and guaranteed their work. I paid them the amount of $1,125 and the price does by no means justify the repair. They wrote me a proposal to fix the additional leaks for $600 and then when I called, [redacted] said they would probably only charge $300. Everything that has been done on their end has been unprofessional.Desired Settlement: I would like either a refund of the $1,125 or a repair of the two additional leaks and a guarantee of their work.

Business

Response:

Sentry Exteriors raised up Mr. [redacted] attic from the inside to

correct the issue it had of being sunken in from broken roofing boards.

We fulfilled our contract with him. Unfortunately at some point in

history after the roofing boards had broken the previous owner had a

roof patch put on the metal roof without having the sunken roof fixed

and the broken boards replaced. This obviously means that the patch is

smaller than it needs to be because it is over top of a once straight

area but now a sunken area. When we straightened out the roof and

replaced the boards it unfortunately had stretched the patch of metal

roofing out and as a result ripped the seams between the patch and the

metal roofing. This was not foreseen nor was it our fault. We did not

cause this issue, we only revealed the issues. We did what was

contracted with Mr. [redacted] perfectly. He actually has no complaints

about this work and agreed that we did a great job and fulfilled what

was on the contract.

We were contacted by your organization with Mr.

[redacted] complaint so we decided to do some patch work on Mr.

[redacted] home. We have patched his roof with metal roof sealant and

we have painted the patch red to match a little more closely to the

custom red color that his roof was painted. He will not be experiencing

any more leaks in those sections. We have gone above and beyond our

contract with Mr. [redacted]. We hope this settles all disputes. Thank

you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, I do not agree with many of the statements that they made and the character of their workmanship. They took statements I said way out of context and I would not recommend working with them to anyone. It was their responsibility to know the risks involved with working on a roof that old and the repairs they said "caused the damage" should have been factored in. Other contractors knew the risks and therefore did not want to perform a job. Sentry did not say there were any risks and I, the consumer, thought they could be trusted. They did not do more than the contract required, but only met it in poor fashion. The extra repair was not "above and beyond" what was required, but was necessary due to their poor craftsmanship in the first place. I strongly recommend downgrading their rating on Revdex.com to save other individuals the unnecessary headache. Thank you for helping resolve this issue as best as possible. I appreciate the service Revdex.com provides.

Regards,

Review: This company designed and installed a new gutter installation on a new metal barn in November 2013. In April 2014, I noticed that one of the gutters was twisted and sagging. Upon closer inspection, I saw that the gutter had torn loose from the hangers in several places. I contacted Sentry Exteriors to repair the gutter under the warranty which includes product and installation. The salesman was sent to look at the gutter and took photos back to the owner. The salesman then sent an email saying that the owner, Mr. Fritz, decided that the damage was due to "heat buckling" and that due to the length of the gutter, an expansion joint should have been installed. They sent me an contract to install the joint to repair the gutter. The contract stated $0 contract price. I voiced my opinion that I felt the cause of the damage was due to snow sliding off of the roof and tearing the gutter away from the hangers. However, I was willing to accept their proposal to have the gutter repaired. I accepted the repair contract, signed it and returned it to Sentry. I then received an email stating that the repair contract was incorrect and that the cost to repair the gutter would be $250. I refused this and pointed out that the warranty covers installation errors and that if this was "heat buckling" as Mr. Fritz suggested, then they should have installed the necessary joint during the initial installation and the damage would have been prevented. Mr. Fritz responded, in a phone call with my husband, that he now agreed that it was not due to heat buckling and was probably caused by the snow load on the gutter. I wanted the damaged gutter replaced. He refused, but agreed to come and rehang the damaged gutter without any further repair to it. I contacted a second gutter company to get an opinion on the cause of the damage and required repairs. They advised that the gutter was torn loose from the hangers due to the improper hangers being used and an inadequate amount of hangers. They further inspected the gutter and advised that, due to the extent of damage to the lip of the gutter where it attaches to the hangers, the integrity of the gutter was compromised and it could not be reused. They provided a contract proposal to replace the gutter and rehang it with the proper hangers. I contacted Sentry Exteriors by phone and cancelled their repair appointment and sent an email to Mr. Fritz advising of the finding of the second company. I advised him that I had contracted with the second company to make the required repairs to the gutter system at a cost of $422 and would like Sentry Exteriors to reimburse this expense as it resulted from their improper installation of the first gutter. I followed this email with a certified letter requesting this payment by 6/20/2014. I have not had any response from Mr. Fritz, nor payment from Sentry Exteriors.Desired Settlement: I want Sentry Exteriors to honor their commitment to me by refunding $422. This is the amount I needed to spend with the second gutter company to repair the damaged gutter that Sentry Exteriors installed incorrectly.

Business

Response:

Sentry Exteriors has taken care of our clients, [redacted], as documented per their response. The damage was a result of snow load this past winter, extreme amount, on a metal roof with no snow guards. This can occur in relation to sun melt and slide on particular areas and not always applicable. Although this is an act of God, not a warranty claim, we always strive for client satisfaction.

We are happy our client is satisfied with our actions.

Thanks

Consumer

Response:

I have spoken with Mr. Fritz, of this business, and he has made a valiant effort to be sure that I am a satisfied customer. I am entirely satisfied with the resolution that we have reached.

Regards,

Review: Company installed gutter covers in May 2008. Contract states 20 year warranty from date of installation. In April of 2013 the gutter covers completely stopped working and water was pouring over the edges of the guttering around the entire house. I contacted the company and a representative, Andy Chamberland, came and inspected the gutter covers. He stated that the system was defective and not working. He assured us that the problem would be corrected but it may take a month or two. After waiting approximately two months, we started attempting to contact the company for an update on the problem. Each time we called, we were told that the owner was busy or out of the office and he would return our call. This continued until the middle of July at which time I contacted my attorney to contact the company on my behalf. After several attempts, including a letter and email, the company has yet to respond to the problem.Desired Settlement: The amount paid was $1,548.00. We would like this amount plus attorney fees. At this time, we have no desire for this product to be replaced.

Business

Response:

Last Friday I spoke to his attorney [redacted] we agreed to refund the product price of $1500. Sentry Exteriors cut a check and sent on Friday October 11, 2013 to the attorney in care of [redacted]. The issue has been resolved as per manufacturer recommendation and close can be closed. If you have any questions please call me at the office at ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: Company was contracted to install all cement board and bat siding, vinyl soffits, gutters, and metal wrapping of exterior trim finishes. Nov/2014 we gave both written and verbal notice to Sentry and owner of our dissatisfaction of All work done on the residence and called for an immediate meeting to resolve. We expressed dissatisfaction that his company used defective cement board and batting and received no explanation as to why other than "they should have sent it back", Sentry's owner eventually came to residence in Feb/2015 and confirmed that not only was the siding job sub-par but he agreed the vinyl and metal wrapping was not to his own standard and he would make it right. It is now March 29, 2015 and after being drug along by Sentry it was revealed that he never intended on making things right we had to hire someone else to redo nearly ALL of the work done by Sentry along with completing what Sentry had not, gutters, and down spouts. While reworking the vinyl ceilings on our Lanai it was discovered that the vinyl was improperly installed and would not be warrantied by the manufacturer if anything were to happen. Our front porch and master bedroom private porch which were not re-worked by new contractor and done by Sentry need to be re-worked and we do not have confidence in allowing Sentry any additional opportunity to perform work on our property after the careless performance thus far. Sentry has been irresponsible, and unresponsive to our requests and have acted in a reckless manner. They were paid for professional work and did not provide it.Desired Settlement: We would like a refund for all of the work performed by Sentry nearly all the work performed had to be re-worked, it cost us time, extraordinary expense and the deception of being told one thing while the intent was made clear unacceptable. We rejected 100% of Sentry's work in Nov/2014 and made it clear in writing and received no relief.

Business

Response:

The complaint was a result of a mis-communication between the builder and the customer. We have spoken with Mr. [redacted] and all issues have been resolved.If you need additional information, please contact me at [redacted]Thank you,[redacted]Sentry Exteriors[redacted]

Consumer

Response:

Sentry Exteriors has provided me a written letter offering a 10 year warranty on all products and workmanship of the installed products. The owner of Sentry Exteriors made personal visit to my location to help resolve the issues and the warranty letter was our solution. Warranty letter has been received by homeowners.in regards,[redacted]