Complaints

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/17/2017, Mr. and I signed a Cool Roof roofing contract with Ocean Exteriors (OE). OE committed to a price guaranteed: materials, labor, permit, inspection, tax, insurance and warranty. 35-year warranty on materials (labor backed by OE and ***** Corning); remove and re-install 15 solar panels; lifetime guarantee on labor and materials; price includes demolition, devegetation (?) and installation and paving system, null and void if personal funding not approved. In 1/23 the roof leaked in our Master Bedroom, on-suite and hallway bathrooms. Rains continued on and off from 1,2,3,4/23. We called OE, approximately 3 or 4 times to fix the leaks. They would send out staff to patch the roof, but patches did not work. Throughout the months, I would call/text requesting a crew to come out and fix the roof. In 5/23 an appointment was made to have a crew come out. No one showed up. Again call/texts made. Finally, someone told me an inspection had to be done on the roof and they would call me with a date. In 8/23, an appointment was made, and a man came out and inspected the roof. I was told, due to the slant of our roof that the WRONG materials were used, I would need a NEW roof. He would submit a report and I would be contacted with a date. I kept calling/texting though out the months, finally I was given a date of 11/15/2023 to start the roofing project. In 11/23 the rains started, and no roofing jobs were going to take place. We had to rearrange our bedroom, place ice chests, end to end, & buckets in our restrooms to catch the water. I called in 1/24, informed OE of the horrible leaks and OE sent out a person to place plastic roles to cover the leaky roof. I called/texted in 1,2,3,4,5/24 requesting a crew to come out and fix the roof. In 6/13/24, a man came out, reinspected the roof and submitted a report. I have been calling/texting OE to find out when my roof is going to be repaired, all I get is they are trying to schedule a date, but I wait & wait & wait....

  Business response

  08/01/2024

  Hello **************** , 

  We apologize for the delays . I will contact my service team and get your roof repaired . 
  

  Thank you 

  Customer response

  08/02/2024

   
  Complaint: 22054918
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  08/09/2024

  I have been receiving this type of a response from this company since March or April of 2023. It appears, since the monies have to come out of their coffers, my job is pushed back and the company will  get to it when they get to it. In the meantime, the rainy season is a few months away.

  Business response

  08/13/2024

  Hello ****************, 

   

   I apologize for the inconvenience , we are currently setting up your service to be done. I understand you have been working with ****** on this. 

   

  Thank you

  Customer response

  08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me so long as the company abides by their contract which is: to remove and reinstall solar panels, remove all roofing materials, inspect and replace damaged wood, lay torch down new roof, obtain permit.
  
  Sincerely,
  
  ***************************

   

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my house restuccoed and painted by ocean exterior in May 2023. In fall of 2023 I contacted the company to inform them that the paint was deteriorating. I contacted them again in spring 2024, to find out when they would be out to correct the problem. I started calling at the end of April until today, and my problem hasnt been taken care of. Someone came out on 6/2/24, to access the problem, said that he knew what the issue was. Ive been calling weekly since then trying to get it taken care of, but they keep giving me the run around. Mind you that all the work is under warranty, but since theyve already been paid, its not a priority. My contact person is ******, who responds off and on. Ive sent pictures, everything I can on my end. My house is suppose to be white, but looks gray

  Business response

  08/01/2024

  Hello Mrs ***** , 

   

  I apologize for the delay . I will contact my service team and get this resolved . 
  

  Thank you ! 

  Customer response

  08/02/2024

   
  Complaint: 22043456
  
  I am rejecting this response because:
  You all came out and painted again on Tuesday,  7/23/24 and the problem was reoccurring Wednesday morning. So the paint keeps fading, making my house look gray when its actually suppose to be white. I would like to get what I paid for, that was too much money to be dissatisfied. There has to be another resolution 
  Sincerely,
  
  **** *****

  Business response

  08/13/2024

  Hello *** *****, 

   

   I understand we serviced your house. Please call if you have another other questions. 

   

  thank you 

  Customer response

  08/15/2024

   
  Complaint: 22043456
  
  I am rejecting this response because:
  The painters came out on July 29th, and painted my house for the 3rd time, and you could see the discoloration the next morning. So they keep painting the house but not solving the problem. You put 2 coats of paint each time, and the problem is still occurring, so theres another issue, 6 coats of paint, paint is not the problem.
  Sincerely,
  
  **** *****

  Business response

  08/28/2024

  Hello Mrs ***** ,

   

   I apologize for the inconvenience . I will get with ***** and see if this has been taken care of . If not i will make sure it gets handled.

   

  Thank you for your patience .

  Customer response

  08/28/2024

   
  Complaint: 22043456
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Ive been dealing with ***** all this time, and she keep sending painters out to paint, when thats not the problem. Can we resolve the real issue ?

  Business response

  09/06/2024

  Mrs ***** , 

  I apologize for the confusion . I was under the impression this was fixed . I will get with ***** and get this resolved . 
  

  thank you 

  Business response

  09/06/2024

  Mrs ***** , 

  I apologize for the confusion . I was under the impression this was fixed . I will get with ***** and get this resolved . 
  

  thank you 

  Customer response

  09/17/2024

   
  Complaint: 22043456
  
  I am rejecting this response because:
  You keep responding with the answer, youll get with *****.  Weve been going back and forth with this issue since September of 2023, when you all first serviced my property. You keep painting the house, when at this point we all know that the paint is not the problem ! From May/June of 2023 to June 2024 youve put 6 coats of paint on my house and the issue is still occurring, so obviously its not the paint. Can we solve the real issue. Youre the professionals, lets just handle it and be done with it per contract.
  Sincerely,
  
  **** *****

  Business response

  09/23/2024

  Hello *** *****, 

   

   I will call to discuss and come to a conclusion. 

  Customer response

  09/24/2024

   
  Complaint: 22043456
  
  I am rejecting this response because:
  I spoke with ****** ****, and agreed to someone coming out to look at my house, but  thats not a guarantee that the problem will be solved , youre coming to look at the house. So therefore I reject closing my case. Lets solve the problem, then close the case.
  Sincerely,
  
  **** *****

  Business response

  09/30/2024

  Hello ****,

   

   Im glad we spoke and I'm confident we can fix your issue. **** has taken a look and is confident he can fix it. I will contact you this week to figure out a start date. 

   

  Thank you for your patience 

  Customer response

  09/30/2024

   
  Complaint: 22043456
  
  I am rejecting this response because:
  Yes, **** did come out and look at my house, Im not confident that hes going to solve the problem. Weve been working on it for a year, therefore I do not want to close my case before the work is actually done.
  Sincerely,
  
  **** *****

  Business response

  10/01/2024

  Hello ****, 

   

   Ive left a text message stating we can start work next week . And that **** would like to come out end of this week to discuss our plan. Could you please call or text me back.Thank you . 

   

  *** ************

  Customer response

  10/14/2024

   
  Complaint: 22043456
  
  I am rejecting this response because:
  **** did come out on 10/03/24, and we agreed on a plan. He said that the work would start the following week, I havent heard from anyone at Ocean Exterior, no work has been started. Therefore I cant close the case

  
  Sincerely,
  
  **** *****

  Business response

  10/29/2024

  Hello **** , 

   

  Im glad we were able to complete the service of your job . Please contact us if you have any further questions . 
  

  thank you 

  Customer response

  10/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  Yes Im satisfied with the job, however it takes 4-5 months to know if the actual problem was resolved. 
  **** *****

• Initial Complaint

  07/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 4/9/24, two salesmen from Ocean Exteriors Inc., who were going door to door selling services, were invited into my home by my son, ****, who wanted to ask some questions about attic insulation. When I came out of my room, they asked who owned the home, and I said that I was the owner. They quickly disregarded my son and began hard selling attic insulation by surrounding me, even getting on their knees and begging, and coercing me into a contract of which I had little awareness. I am age 95, have extremely poor vision, and many other health ********* son took one of the salesmen aside and told them I was not capable of deciding about home improvement. He was ignored and they continued to pressure me into entering into the contract. I finally agreed so they would leave.I did not sign the contract. It was electronically signed. I never got a copy of the contract. ****** **** of Ocean Exteriors told my daughter, ****, that the salesmen created an email address for me to send the contract, but no one knows the password. Further, I do not have a means of accessing email.The contractors arrived on 4/12/24. Again, my son told them to leave the property, but they refused and went forward with the attic insulation.Our efforts to get a copy of the contract were met with unreturned calls, as evidenced by the list of phone calls attached to the documents previously sent to C&F (see pages 25 - 28). By the time my daughter, ****, got a copy of the contract, it was too late to cancel the work. However, she was able to get a second contract, agreed to under the same conditions, cancelled. That letter cancelling the contract is dated April 30, 2024, on page 32 of the documents originally sent to C&F.Ocean Exteriors Inc. are clearly predators of the elderly and I feel I was taken advantage of in paying $8,351.00 for insulation of a ***** sq foot attic. Two separate quotes for $3,000 for this job are attached as pages 22 and 23 of the original documents sent to C&F

  Business response

  08/01/2024

  Hello ***** , 

   Please contact the office and we will be happy to explain the quality of products to you again and answer any other questions you may have .

   

  Thank you ! 

  Customer response

  08/01/2024

   
  Complaint: 22038812
  
  I am rejecting this response because: I have made many calls to this company, it is an answering service. I can talk with a human that doesn't have anything to do with Ocean Exteriors whom just says they will forward a message. One day I spoke with eight different people and no one from Ocean exteriors returned my calls. My daughter **** ******** tried talking and sending letters with no resolution. It is my prayer that BBB could help dispute the amount charged and the fact that I was pressured (95years old) and never even received an invoice with the charges. I also hope that BBB can look at other complaints on yelp about Ocean exteriors.
  
  Sincerely,
  
  ***** ********

  Business response

  09/06/2024

  Hello ***************************************** will pull the files and look at em and get this resolved . 
  

  thank you

  Business response

  09/06/2024

  Hello ***************************************** will pull the files and look at em and get this resolved . 
  

  thank you

  Customer response

  09/20/2024

   
  Complaint: 22038812
  
  I am rejecting this response because: Of Ocean's reply  " I will pull the files and look at em and get this resolved " without even a signature shows such a lack of care or concern.
  

  
  ***** ******** is an elderly woman (95) who suffers from severe visual impairment. She cannot see well enough without the assistance of a magnifying glass, making it extremely difficult for her to read, comprehend, or evaluate any documents presented to her. Given her limited vision and overall condition, it is highly concerning that she was persuaded to sign a legally binding contract without the necessary accommodations or assurances that she fully understood what she was agreeing to. This has caused considerable stress and deteriorating of health.
  

  
  This raises serious ethical concerns about the actions taken by your representatives, who appear to have taken advantage of her vulnerable state. It is well-established that companies have a responsibility to ensure that individuals, particularly elderly or disabled customers, are provided with full and informed consent before entering into any legal agreements.
  
  Sincerely,

  ******* ******** Daughter of
  ***** ********

  
  

  Business response

  09/24/2024

  Hello *******, 

   

     We have sent the contracts you requested, we have sent the letter of cancellation regarding gutters. We also have offered to look at the insulation and do it to your liking if needed. 

   

  thank you 

  Customer response

  09/30/2024

   
  Complaint: 22038812
  
  I am rejecting this response because: This is just going on and on with no resolution. I contacted BBB on 9/25 spoke with Nat who told me Iesia is my moms complaint specialist and that she will reach out for a resolution. As of today I have not heard back but wanted to be sure this stays active.
  
  Sincerely,
  
  ***** ********

  Business response

  10/01/2024

  Hello , 

   

   I will talk to ***** then and see what conclusion we can come up with . Or what is it your looking for to conclude this ?

   

  Thank you 

  Customer response

  10/16/2024

   
  Complaint: 22038812
  
  I am rejecting this response because:Ocean Exteriors took advantage of my poor little 95 year old mother who has declined due to the stress. She had no idea she was being taken advantage of. What Ocean Exteriors needs to do is refund at least half of the money to make it be a fair charge.
  
  Sincerely,
  
  ***** ********

  Business response

  10/28/2024

  Hello , 

   I understand you have gotten quotes lower then what we did. But i do not know what was offered for $3000.00 . How many square feet, what type , how high, does it meet standards ,and what is the labor and material warranty . 
  

  However to satisfy your concerns , im willing to refund back $1500 . We have fully completed our contract and will still uphold all warranties for this.  
  

  Let me know if you would like the $1500 and we get a check cut out to your mother.

   

  Thank you

  Customer response

  11/22/2024

   
  Complaint: 22038812
  
  I am rejecting this response because: As I have repeated myself Ocean Exteriors took advantage of a 95 year old that had no idea she was being taken advantage of. I have listed below two reliable, respected companies with their quotes for installation in So. Ca.. Please see below and you can see that your charge for $8,351.00 on a ***** square food home was clearly taking advantage of a 95 year old sweet little lady. I would ask you readjust your charges to fit with the below.
  
  Forbes:Cost of Insulation for Attic
  
  Whether you end up choosing fiberglass batt insulation, blow in insulation, or spray foam,  its important to know the cost of different attic insulation types and overall insulation installation costs. According to ****** Advisor, the average attic insulation cost can range from $1,500 to $3,500. However, this depends on the size of your attic space. Breaking it down by cost per square foot, the average cost is between $1 and $7 per square foot depending on the material of the attic insulation.
  
   Rubcor:
  Insulation costs can vary widely depending on the type of material you choose. On average, insulation costs between $1 and $7 per square foot. Heres a quick look at some common options:
  
      Fiberglass Batt Insulation: $2 to $4 per square foot
      Blown-In Insulation: $0.33 to $2.40 per square foot
      Spray Foam Insulation: $3 to $5 per square foot
  
  
  Sincerely,
  
  ***** ********

  Business response

  12/03/2024

  Hello , 

   Would you agree too $4.50 per sq foot . Off 1200 that would be $5400 . I understand the estimates from different companies but all companies are different with different costs for there work . These estimates should of been gotten before the job was done or agreed . However our end was done and done complete and correct , but to keep you happy im will to refund $2900 . That will be our final offer . I hope to hear back .

  thank you

  Customer response

  12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please note that ************************* (deceased 02.06.24) was the customer. I am his Successor Trustee. He was 86 yrs old and Ocean Exteriors clearly took advantage of his age and mental capacity and charged him for 19 separate home improvement projects that totaled over $347K.Many, if not all, of the projects are severely overpriced. This looks to clearly be a case of *************** Abuse, and I am looking into this. I am trying to sell the property to pay off the numerous creditors at a negotiated amount, as there are not enough funds in the proceeds of the home to pay every creditor. There also are no funds left for any beneficiaries, only creditors. Most of the creditors are the Ocean Exteriors financial partners, and they "conveniently" all have liens against the property. The property is in escrow with a June 28, 2024 closure date, and it required a City of ******* inspection. The inspection failed due to the lack of permits required for all of the remodeling - specifically in the kitchen, two bathrooms, and the roof. I have been working with Ocean Exteriors for over a month to have them provide the required permits, and they have continued to be uncooperative and negligent. It has become very apparent that they did not request the permits required by the city. I have made over 13 attempts to have have Ocean Exteriors complete this job, and they are not complying. They are claiming that no permits were needed, or perhaps the customer declined the permits, which is incorrect as the licensed contractor is wholly responsible for obtaining the required permits. Ocean Exteriors did provide one 'preliminary' permit for the roofing job, but the permit was not finalized because they never ordered the city inspection. They are holding up the sale of the property. Escrow closing date is June 28, 2024. I urgently need your help to resolve this. Ocean Exteriors needs to provide all the permits required and explain these exorbitant costs per project.

  Business response

  06/24/2024

  Hello ****** , 

  Good speaking to you today . We will work on getting this figured out for asap . 
  

  thanks 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract on June 11, 2024 with a roofing company named Ocean's ********* ********************************************************************************* I am 84 years old and I wasn't able to read and understand all of the contract. They gave me an initial estimate on my roof replacement and there were many hidden fees for very high. I gave them a check in the amount of $1,000.00. I want a refund as I don't agree to the final costs and all the extra fees I didn't notice before.Also the same company started a roof replacement across the street for an elderly widow and they never finished the job. I just want a refund of my $1,000.00 and rescind the contract.Thank you very much for any help you can offer.

  Business response

  06/17/2024

  Hello *************, 

  We can certainly return your $1000 deposit if you wish to cancel . 
  

  thank you 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Let me start off by saying that the salespeople that helped us were great but as soon as the sale was complete, ghosts. Project was a mess after a that. Crew that came to do the work had no prints or photos of what I wanted. I had to show them from my photos of what I wanted. No communication between crew and office. ******* also had no details. I had to continually call them to see what days they were coming. Long story short after 6 months, project is not complete. Metal slats began to rust, pillars were severely scratched when slats were installed, grass is growing on the edges of the artificial grass, and the list goes on. I have left voicemails and sent text messages to the ******* ,salespeople, and crew's supervisor. No response going on two months. I still have tools and materials they left from the last time they were here. I don't want to pay for something that is not complete. Hopefully this will induce a response from the company.

  Business response

  06/24/2024

  Hello ******************, 

   

  We apologize for the inconvenience . Someone from our staff will contact you right away and get your issues resolved . 
  

  Thank you 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm in contract with this company and am on contract for a huge job - several hundred thousand, and I haven't been contacted by this company once in the last 3+ months!! Not quality, no service, nothing. I've been managing my project alone and without a PM, no concern or worry from this company. My spouse and I are preparing to handle this because they're not right. All the promise, all the sales to get into contract and once we closed our very expensive loan, they've ghosted us!! Save yourselves, you don't want to use them!! Ocean was supposed to be managing every aspect of our project, from plans to completion, we've been left to do this all on our own!!

  Business response

  06/06/2024

  Hello Sir ********************* apologize for the lack of communication . It is very unlike us and our team to do so . I will pull your file and find out what is going on . 
  

  Thank you for your patience 

  Customer response

  06/13/2024

   
  Complaint: 21813711
  
  I am rejecting this response because:

  Nothing has been done, nothing has changed. These guys don't care. We are exploring every option available to us for remedy. 

  Ocean Exteriors continues to be non-reacrive, non- communicative, and as of the last exchange with a ********************* who promised to call me back by the end of the day after "doing research on our account", non- responsive to messages and phone calls as well. 
  
  Sincerely,
  
  ***********************

  Business response

  06/25/2024

  Hello *******************, 

   

   Im sorry if you feel there has been no communication . However we have been in contact with your wife and has explained things are still in the permitting process with the city and now we are still waiting on approval from the city. 

   

  Thank you for your patience 

  Customer response

  06/25/2024

   
  Complaint: 21813711
  
  I am rejecting this response because:

  I am "the wife" and no one has explained anything. No one has contacted me, called me or returned my voicemail messages left to your "fine" establishment. You haven't spoken to my husband either. You are thoroughly confused about who you are on contact with - sorry but no one is in talks with us. Which is one of the primary reasons for this complaint. Point proven. 

  
  Sincerely,
  
  ***********************

  Business response

  07/09/2024

  Hello *******************, 

   I would to offer you my personal cell phone number below. Please contact me directly and i will gladly assist. 

   

  ************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company convinced me cause they said paint lifetime warranty and transferable. Now the pain is fading and they are taking their sweet time to repaint my house.

  Business response

  04/22/2024

  Hello *************** , 

   We apologize for the inconvenience . Someone from our team will contact you right away and set up a service date .

  Thank you for your patience .

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon thorough examination, it has become evident that the roofing installation executed by your Ocean Exteriors has egregiously failed to meet the agreed-upon standards, thus presenting grave risks to the structural integrity and safety of my property. The identified deficiencies in the roofing work are as follows:1. Leaks and Water Damage: Multiple instances of water infiltration have been observed within the property, resulting in interior damage including ceiling stains and compromised structural components.2. Poor Workmanship: Evidence of deficient installation practices, such as inadequately sealed joints, inconsistent flashing, and substandard material application, unequivocally indicates a lack of diligence and expertise in the execution of the roofing project.Despite my efforts to address these concerns and the cessation of communication since your representative, ******, disengaged on March 21, 2024, it is evident that Ocean Exteriors has no intention to rectify the deficiencies in the roofing system.Therefore, I hereby demand an immediate refund in the amount of $12,000, covering the remuneration for the contracted services and the ensuing repairs for a new roofing system to be installed by a proficient roofing contractor.

  Business response

  04/09/2024

  Hello ******************* , 

   

   We apologize for the inconvenience . Someone from our service staff will reach out today . To set up a service .

   

  Thank you 

  Customer response

  04/11/2024

   
  Complaint: 21533462
  
  I am rejecting this response because:

  Despite efforts to address these concerns and the cessation of communication since Ocean Exteriors and their representative, ******, disengaged on March 21, 2024, it is evident that Ocean Exteriors has no intention to rectify the deficiencies in the roofing system.
  

  I have formally demand a refund for the payment rendered to Ocean Exteriors regarding the roofing work conducted at *******************************, as contracted on January 24, 2019.
  

  Upon thorough examination, it has become evident that the roofing installation executed by Ocean Exteriors has egregiously failed to meet the agreed-upon standards, thus presenting grave risks to the structural integrity and safety of the property. The identified deficiencies in the roofing work are as follows:
  1. **Leaks and Water Damage:** Multiple instances of water infiltration have been observed within the property, resulting in interior damage including ceiling stains and compromised structural components.
  2. **Poor Workmanship:** Evidence of deficient installation practices, such as inadequately sealed joints, inconsistent flashing, and substandard material application, unequivocally indicates a lack of diligence and expertise in the execution of the roofing project.
  Despite efforts to address these concerns and the cessation of communication since Ocean Exteriors and their representative, ******, disengaged on March 21, 2024, it is evident that Ocean Exteriors has no intention to rectify the deficiencies in the roofing system.
  

  Therefore, I hereby demand an immediate refund in the amount of $12,000, covering the remuneration for the contracted services and the ensuing repairs for a new roofing system to be installed by a proficient roofing contractor.
   
  *******************************

  Business response

  05/03/2024

  Hello ******************* , 

   We apologize for the inconvenience. Someone from our service team will contact you shortly to set up a service and resolve your issues . 
  

  Thank you for your patience. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On March 21, 2024, I signed a contract with Ocean Exteriors, *************************************************** for molding around 11 exterior windows. I paid $700 by check as a down payment. They came out on Friday, March 29, and started the work. They did 4 windows and made a complete disaster of the job. They used a cheap aluminum trip and destroyed the seal around all 4 windows. I called them and they said they would fix the situation. They have not returned to remedy the problem and now they ***t return calls. I *** NOT want these people on my property ever again and I want a refund of the $700.

  Business response

  04/08/2024

  Hello ***************, 

   

   I apologize for the inconvenience we will have someone contact you and set up a refund. 

   

  Thank you 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩