Sales Rep was great and spent the time with us to ensure we would receive the product we really wanted. He also came out after the installment to check the work. The installers were great and cleaned up completely. Not one of my plants were harmed in the process.
I had an estimator over to my house and while I was filling out the paperwork he told me "you have pretty eyes". This was totally unprofessional, and I e-mailed the rep I'd made the appointment with to let her know.
I got a response where the first paragraph was: "Advanced Exteriors always tries to follow the Revdex.com recommendation of having all responsible household members home at the time of the appointment; unfortunately schedules are not always feasible. Many times it is requested to reset the appointment when it is convenient for both to be there and that would have not been a problem in anyway." Essentially telling me I shouldn't have been home alone and could have rescheduled.
The second paragraph stated: "I certainly apologize for [The Estimator]; he did want to contact both you and your husband to state that he did not mean to offend in anyway but we advised him to not contact you personally."
The last paragraph was made up of lines like "My only suggestion, and again this is just a personal note, is to make appointments with you both at home to feel secure."
I have had many estimators for many projects come to my house while I'm home alone and have never been uncomfortable. This is the first time I have been uncomfortable and my complaint was met with excuses and information on how not to be alone next time. Completely unprofessional.
I had them work in my house years ago, when I had damage from a tornado that passed close by, they came and handled everything. Even met with my adjuster. They called again a couple months ago to stir up some return business. I needed the house wrapped, as my wood was just something I didn't want to paint anymore. The guy that came was great at what he did. It's a old house and things are more then just a little crooked. He made bends that matched perfect! And was really nice to my roommate that probably talked his ear off... So with that, they did a good job both times! I would recommend them based off of what I've seen, for sure!
In 2015 I had begun working with Advanced Exteriors on 2 projects. One for my primary residence and one for a rental property I own. In both projects, I saw similar issues stemming from a lack of attention to detail(resulting in delays), little to no oversight of work being performed, resistance and/or failure to honor their warranty, and lacking customer service skills.
My primary residence consisted of full frame replacements of windows and 2 patio doors. On this project they forgot to order a patio door, ordered vinyl windows where I had solid wood, lost or forgot to order screens, ordered the wrong color hardware, and ultimately delivered damaged product. They 'blamed' these issues on having a new distributor, but that does not excuse failure to order the correct product, and a review of the order and/or materials would have gone a long way.
These all resulted in many delays and the project took about 4+ months longer than it should have.
I was very patient(despite being frustrated by these delays) and ultimately I did get a few hundred dollar discount on the project, but honestly not really sure how it all panned out as there was not really an itemized bill as it was insurance work. Despite all the delays, and my patience during those delays, once the work was completed they demanded payment immediately. However, the money was in escrow at the mortgage company and I could not get it releases as Advanced Exteriors has not provided me with proper documentation to do so(proper contract verbiage, conditional lien waiver, etc…). Even after multiple attempts with very detailed emails laying out what was needed. Advanced Exteriors threatened to put a lien on my house, and all that was needed was a conditional lien waiver from them(they sent one, but when they printed it the printer was low on ink so it could not be read – that was apparently my issue to resolve). Ultimatley – I talked to 3 different tiers of supervisors at US Bank to get them to agree to the poor quality lien waiver – even though they could not read the words on it. It would have been so much easier if Advanced would have just printed a new copy that was legible.
To this day, I still have a window that had a broken locking mechanism(requires the window to be taken apart to be fixed) that was identified the day of install. It has been over a year now and still had not been fixed despite multiple requests.
For my rental – I saw similar issues. They also forgot to order a window, and when it was ordered they lost it, and then ultimately when installed it failed the inspection as it had non-tempered glass(it was in a bathroom). The wrong color facia and window/door wrap was ordered. It was supposed to be color matched and was not even close. Work was started without a permit and had to be halted. I was at the property during the work, and the installer for the doors had an emergency and had to leave. The new doors were installed but the door knobs and locks were not. He was not returning and I had to install them myself as I can’t leave my tenants without functioning doors(no door knobs or locks). This job also included replacement of the roof. This was done late summer 2015, and in 2016 I had significant leaking due to a poorly installed valley. I reported this to advanced that I had significant leaking. The response was that there was an electric mast in the valley and that I can’t expect that to not leak. I was told that it was a code violation to have it located in the valley and that voids the warranty. I checked with the city, there is no code that I am aware of. I asked for the code references from Advanced, they could not provide them. However, they are now no longer telling me it is a code violation. They are just saying that I can’t expect it to not leak as there is no solution for that. Per Advanced, they sent someone out to take a look at it, he just put some silicone around the mast. That however did not stop any leaking. I received further push back from them basically stating ‘What do you expect us to do, it is not possible for it to be sealed up properly”. I ultimately did my own inspection and repairs. What I found was that they did not clean off any of the old silicone/tar, etc… that was sealing the mast. There was also a roof vent that encroached into the valley that was similar(no old materials cleaned off). Both mast and vent did not have a proper seal. The mast was leaking slightly, but not really a lot. However the vent was leaking very significantly. Enough to require a 12 foot wall to be replaced inside the house and even some subfloor. Further inspection of the work around the vent showed that the valley material was not cut to properly go around the vent, it rode up the side of the vent about an inch leaving a 1 inch cavity for water to intrude. This paired up with the minimal silicone that did not properly adhere resulted in the water intrusion. I was able to temporarily stop the water intrusion by further nailing down the valley to ensure it was flat to the underlying sheeting and then cleaned the mast and vent of the pre-existing sealants, and sealed it with about a gallon of black jack. Not a good permanent solution, but has temporarily stopped the leak. As the valley was improperly installed, I requested it to be replaced under warranty and I even went as far as to have my electric service removed so the mast would not be in the valley and also confirmed that the vent causing the issue can also be removed(it is not needed anymore). Advanced Exteriors is asking me to cover the cost to reinstall the valley – refusing to honor their warranty under the premise that installing it properly was just too hard and/or required extra effort. Throughout this process I was talked to very unprofessionally, and was bounced back in forth between the owner, the sales rep, and the actual sub contractor doing the work. Adavanced was the general contractor on this job. They should be representing me more and not treating me as an adversary. There was no conversation at the start of the project about the perceived difficulty in installing the valley, concerns about not being able to warranty it, or even the simple callout that a few vents were not covered by insurance and maybe replacing them would be a good idea as they are very old….. I am still hoping to have this covered under warranty, but am now in the position of having to consider another company as I can’t trust Advanced to do the repairs.
Sales Rep was great and spent the time with us to ensure we would receive the product we really wanted. He also came out after the installment to check the work. The installers were great and cleaned up completely. Not one of my plants were harmed in the process.
I had an estimator over to my house and while I was filling out the paperwork he told me "you have pretty eyes". This was totally unprofessional, and I e-mailed the rep I'd made the appointment with to let her know.
I got a response where the first paragraph was: "Advanced Exteriors always tries to follow the Revdex.com recommendation of having all responsible household members home at the time of the appointment; unfortunately schedules are not always feasible. Many times it is requested to reset the appointment when it is convenient for both to be there and that would have not been a problem in anyway." Essentially telling me I shouldn't have been home alone and could have rescheduled.
The second paragraph stated: "I certainly apologize for [The Estimator]; he did want to contact both you and your husband to state that he did not mean to offend in anyway but we advised him to not contact you personally."
The last paragraph was made up of lines like "My only suggestion, and again this is just a personal note, is to make appointments with you both at home to feel secure."
I have had many estimators for many projects come to my house while I'm home alone and have never been uncomfortable. This is the first time I have been uncomfortable and my complaint was met with excuses and information on how not to be alone next time. Completely unprofessional.
I had them work in my house years ago, when I had damage from a tornado that passed close by, they came and handled everything. Even met with my adjuster. They called again a couple months ago to stir up some return business. I needed the house wrapped, as my wood was just something I didn't want to paint anymore. The guy that came was great at what he did. It's a old house and things are more then just a little crooked. He made bends that matched perfect! And was really nice to my roommate that probably talked his ear off... So with that, they did a good job both times! I would recommend them based off of what I've seen, for sure!
In 2015 I had begun working with Advanced Exteriors on 2 projects. One for my primary residence and one for a rental property I own. In both projects, I saw similar issues stemming from a lack of attention to detail(resulting in delays), little to no oversight of work being performed, resistance and/or failure to honor their warranty, and lacking customer service skills.
My primary residence consisted of full frame replacements of windows and 2 patio doors. On this project they forgot to order a patio door, ordered vinyl windows where I had solid wood, lost or forgot to order screens, ordered the wrong color hardware, and ultimately delivered damaged product. They 'blamed' these issues on having a new distributor, but that does not excuse failure to order the correct product, and a review of the order and/or materials would have gone a long way.
These all resulted in many delays and the project took about 4+ months longer than it should have.
I was very patient(despite being frustrated by these delays) and ultimately I did get a few hundred dollar discount on the project, but honestly not really sure how it all panned out as there was not really an itemized bill as it was insurance work. Despite all the delays, and my patience during those delays, once the work was completed they demanded payment immediately. However, the money was in escrow at the mortgage company and I could not get it releases as Advanced Exteriors has not provided me with proper documentation to do so(proper contract verbiage, conditional lien waiver, etc…). Even after multiple attempts with very detailed emails laying out what was needed. Advanced Exteriors threatened to put a lien on my house, and all that was needed was a conditional lien waiver from them(they sent one, but when they printed it the printer was low on ink so it could not be read – that was apparently my issue to resolve). Ultimatley – I talked to 3 different tiers of supervisors at US Bank to get them to agree to the poor quality lien waiver – even though they could not read the words on it. It would have been so much easier if Advanced would have just printed a new copy that was legible.
To this day, I still have a window that had a broken locking mechanism(requires the window to be taken apart to be fixed) that was identified the day of install. It has been over a year now and still had not been fixed despite multiple requests.
For my rental – I saw similar issues. They also forgot to order a window, and when it was ordered they lost it, and then ultimately when installed it failed the inspection as it had non-tempered glass(it was in a bathroom). The wrong color facia and window/door wrap was ordered. It was supposed to be color matched and was not even close. Work was started without a permit and had to be halted. I was at the property during the work, and the installer for the doors had an emergency and had to leave. The new doors were installed but the door knobs and locks were not. He was not returning and I had to install them myself as I can’t leave my tenants without functioning doors(no door knobs or locks). This job also included replacement of the roof. This was done late summer 2015, and in 2016 I had significant leaking due to a poorly installed valley. I reported this to advanced that I had significant leaking. The response was that there was an electric mast in the valley and that I can’t expect that to not leak. I was told that it was a code violation to have it located in the valley and that voids the warranty. I checked with the city, there is no code that I am aware of. I asked for the code references from Advanced, they could not provide them. However, they are now no longer telling me it is a code violation. They are just saying that I can’t expect it to not leak as there is no solution for that. Per Advanced, they sent someone out to take a look at it, he just put some silicone around the mast. That however did not stop any leaking. I received further push back from them basically stating ‘What do you expect us to do, it is not possible for it to be sealed up properly”. I ultimately did my own inspection and repairs. What I found was that they did not clean off any of the old silicone/tar, etc… that was sealing the mast. There was also a roof vent that encroached into the valley that was similar(no old materials cleaned off). Both mast and vent did not have a proper seal. The mast was leaking slightly, but not really a lot. However the vent was leaking very significantly. Enough to require a 12 foot wall to be replaced inside the house and even some subfloor. Further inspection of the work around the vent showed that the valley material was not cut to properly go around the vent, it rode up the side of the vent about an inch leaving a 1 inch cavity for water to intrude. This paired up with the minimal silicone that did not properly adhere resulted in the water intrusion. I was able to temporarily stop the water intrusion by further nailing down the valley to ensure it was flat to the underlying sheeting and then cleaned the mast and vent of the pre-existing sealants, and sealed it with about a gallon of black jack. Not a good permanent solution, but has temporarily stopped the leak. As the valley was improperly installed, I requested it to be replaced under warranty and I even went as far as to have my electric service removed so the mast would not be in the valley and also confirmed that the vent causing the issue can also be removed(it is not needed anymore). Advanced Exteriors is asking me to cover the cost to reinstall the valley – refusing to honor their warranty under the premise that installing it properly was just too hard and/or required extra effort. Throughout this process I was talked to very unprofessionally, and was bounced back in forth between the owner, the sales rep, and the actual sub contractor doing the work. Adavanced was the general contractor on this job. They should be representing me more and not treating me as an adversary. There was no conversation at the start of the project about the perceived difficulty in installing the valley, concerns about not being able to warranty it, or even the simple callout that a few vents were not covered by insurance and maybe replacing them would be a good idea as they are very old….. I am still hoping to have this covered under warranty, but am now in the position of having to consider another company as I can’t trust Advanced to do the repairs.