The Exterior Company

This company with its really good reviews has turned out to be a complete disappointment. We had hail damage from a storm in April. I called The Exterior Company (TEC) after receiving a flier and researching their reviews. Melvin responded promptly and started the relationship in a positive way. The home was inspected, the claim filed, and he was responsive to my calls with questions.

Insurance company sent funds, but that created several weeks delay because the checks were not made out to the correct parties. That was resolved, and money sent to TEC. In this time the check was cashed, and strangely Melvin started ghosting me. No return calls when I would call to let him know the progress, I was making with getting payment reconciled with the insurance company.

There was no follow up for several weeks. I would call, no call back. Finally, I called and had to leave a message stating I needed a follow up or I would take my business elsewhere. In steps Ken and he apologized profusely, made some snide references that Melvin had dropped the ball, and he would come in and save the day.
I would be satisfied if it happened. Ken came out and spent at least 90 minutes climbing ladders looking things over. He suggested TEC call our insurance company and push for a whole roof replacement. I was ok with that. I gave him a couple of weeks and didn’t have any update from Ken. I called my insurance company and there was no communication from TEC. I called Ken and told him I didn’t want to wait any longer and to get the work started as originally planned. Ken sounded a bit uncertain but said he would run it by his production team. Let another week go by and no communication from Ken.

At this point I was mad. It is now the end of October 2023, and the claim was filed in April 2023. Nothing is happening. Ken went on vacation for 2 weeks and never followed up with us. I called everyone in the company explaining in detail the problems and my frustration with nothing moving forward. The only response I received was an email from Ken’s manager, James, asking how he could help and that he understood I was frustrated with no job being started. What a brilliant question. How could he help?
So, in response I gave TEC two choices return the money or start the work as agreed when the estimate was completed. Ken texted me, couldn’t call me, texted..stating TEC would be returning the insurance payment because the roof seemed to have deteriorated and they would be placed in a position of liability if they completed the work as originally agreed upon.

The company representatives I have worked with misrepresented themselves. The reasoning to return the money is a lie. If there really was any deterioration it was because these people waited for 7 months to do anything. The simple solution would have been to contact the insurance company and update what needed to be done. I was reassured during the initial contact that this was something they were very good at. They never contacted my insurance company to ask for a roof replacement. They lied. Melvin and Ken are not to be trusted. The reputation that the company is so concerned about as stated on their website and social media sites is a joke. I’m happy to not do business with a company that lies to its customers.
Review about their work are pretty good, but there are a fair amount of complaints similar to mine..shame on me for missing those. A reputable company would not have let things linger as they have. A reputable company would do the things that they said they would do. They probably do good work if it gets done, but in my case, it was a complete failure and waste of time. There is no excuse for the lack of communication, integrity, and lack of follow through. I signed their paperwork, and if I didn’t pay they would come after me. If we both sign an agreement then we both abide by it and make changes mutually agreed upon.

The insurance payment was returned to me but I had to ask for it.

The Exterior Company met with [redacted] on 10/15/at our [redacted] office to discuss this complaint and we found a resolution 12px;"> We will do their siding for an addition $We will be contacting [redacted] the week of 10/20-10/to create a new contract work order to complete her siding repairs requested The date to start the project is yet to be determined due to a month long vacation in the month of November that [redacted] had mentioned in our conversations on the 16th

[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.
Regards,
*** ***

The Exterior Company met with *** *** on 10/15/at our *** office to discuss this complaint and we found a resolution.We will do their siding for an addition $2000.We will be contacting *** the week of 10/20-10/to create a new contract work order to complete her siding
repairs requested. The date to start the project is yet to be determined due to a month long vacation in the month of November that *** had mentioned in our conversations on the 16th

The Exterior Company met with [redacted] on 10/15/2014 at our [redacted] office to discuss this complaint and we found a resolution.
12px;">
We will do their siding for an addition $2000.
We will be contacting [redacted] the week of 10/20-10/24 to create a new contract work order to complete her siding repairs requested. 
The date to start the project is yet to be determined due to a month long vacation in the month of November that [redacted] had mentioned in our conversations on the 16th.

Review: Signed 1st contract with the Exterior Company on 8/8/14 to have my home re-sided for $4,264.99 Contract cancelled by me 8/10/14.

Signed 2nd Contract 9/4/14 for re-siding my home, but with a color and style change, again for $4,264.99.

Contract stated start date would be 3-4 weeks.

9/11/14 approximately 1150 sq ft of siding was delivered to my home by [redacted] per order from the Exterior Company.

9/23/14 received email from the Exterior Company representative stating "After submitting the work order it was brought to my attention that the numbers to complete all of the siding is to low. Is there anyway you could come out if pocket any to have all the work completed ? I'm sorry for this mess up!" When I asked how much out of pocket, he responded "If you are able come out of pocket 2000 we can have all the siding completed. Please let me know if you are willing to work with me on the numbers."

Contacted the head office and told them I expected them to honor the contract. They responded that they were not obligated to honor the contract because no money had exchanged hands.Apparently he was not aware that siding had been delivered to my home on 9/11/14

After contacting an attorney, who believes we have a strong case due to the siding delivery, he suggested that we try to come to a new price through negotiation with the company. Contacted the company by phone, asked if they would negotiate a price increase and they refused.

Contacted the company the week of October 6th saying that we would accept the $2000 increase and asked for them to reply. Since then, they have failed to respond to phone calls or emails. We drove to their [redacted] office 10/8/14 but nobody was there.Desired Settlement: Contact me by 10/15/14 to make arrangements to re-side my home within a reasonable time and in a professional manner with the standard 10 year warranty for workmanship intact.

Business

Response:

The Exterior Company met with [redacted] on 10/15/2014 at our [redacted] office to discuss this complaint and we found a resolution.