Complaints

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****, Did my new deck. The rail is falling apart. I can not go up or down before the whole rail comes off. I have contacted him numerous time by phones and emails. Also the concrete pad below is uneven and tripped and fell down on it. Needs to have gravel stones underneath.

  Customer response

  02/20/2024

  **** called and he said he will still not fix it. He said he will call back and meet me when he is in town. This was last week still waiting. This is very dangerous . I am partially blind and fell down once already.

  

  Business response

  03/14/2024

  You filed a negative report on me with the BBB ***** I'm not coming back to your house ever again I'm going to post all your conversations on there and go through everything I did and everything that was said You lied.... I wish you the best but I don't work for liars and I don't help out liars I hope you get $77,000 in home improvements to your home and you were told that you needed to put concrete underneath your steps You didn't do that you grab the handrail and ripped it off of the post because it didn't have proper concrete underneath the stairs You were told multiple times that those blocks were not going to work under there that they were temporary for you to get some concrete You let it go 3 years and then filed a BBB negative ad against me I don't think so ***** enjoy your day

  

  Business response

  03/14/2024

  I'm going to post all your conversations on there and go through everything I did and everything that was said You lied.... I wish you the best but I don't work for liars and I don't help out liars I hope you get $77,000 in home improvements to your home and you were told that you needed to put concrete underneath your steps You didn't do that you grab the handrail and ripped it off of the post because it didn't have proper concrete underneath the stairs You were told multiple times that those blocks were not going to work under there that they were temporary for you to get some concrete You let it go 3 years and then filed a BBB negative ad against me I don't think so ***** enjoy your day

• Initial Complaint

  11/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company was contracted to remove old residential roof and install a new one. New roof was installed on or about 06/13/2021. Shortly after install, roof began leaking. Owner **** ******* was contacted. ******* advised that they were behind due to covid and that he would "get out to take care of it". **** then came out on three different occasions to inspect the work/attempt to rectify the issues with the leaks. **** acknowledged that his installers improperly installed portions of the roof and assured me that he would "take care of it" This went on for several months, with me giving him the benefit of the doubt with being behind due to covid and supply chain issues. October 24, 2022 **** showed up unexpectedly. **** stated "I think I know where the leak is", at which time he went to the roof with a caulk gun. After coming back down, **** stated "I put some caulk under some shingles, let's see what that does". The next rain we got, the roof IMMEDIATELY leaked. I attempted to contact ****. On November 05. 2022 **** responded via text stating "Dang I'll come back soon and make sure the sealant I put down didn't get wet, if it did we may have to explore other avenues. **** has not responded since. On November 11, 2022 I had the roof inspected by **** *******. Upon completion of the inspection, I was advised that my roof was not properly installed (pointing out and photographing all issues) and that it would require a complete tear off and replacement. To repair the damage that ******* did is now going to cost me $25,640.00 to fix. ******* never provided me with his insurance companies information, as this will most certainly need to be turned over to his insurance.

  

  Business response

  12/08/2022

  We have done everything for this customer that we can do.  I even offered to pay her insurance deductible. Since she has hired another company to address her issues, we will not be providing service any longer.  

  Customer response

  12/15/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Homeowners  policies in general do NOT cover damage due to renovations or contractors poor workmanship (see attached from my homeowners insurance).

  
  

  If what contractor said in his rebuttal to my complaint is true, and he did not make any mistakes or his workmanship was not poor, why would he admit in writing to offering to pay my homeowners deductible? This was simply a way to make it look as though he attempted to make good. This was never an option presented, nor would I have entertained it, this is simply the contractor backpedaling.

  
  

  My husband is disabled and confined to a wheelchair.  I am a 66+ year old woman. 

  
  

  This being said, how was I to know what work was or was not performed on the roof?  Neither my husband nor myself can climb a ladder and look at the roof, let alone know what we were looking at when we got up there.  

  
  

  When contractor failed to fix leaking roof and stopped communication,  I was left with no choice but to have another licensed professional inspect the roof as the leak is damaging plaster and lathe walls in my century home and creating substantial risk of mold damage.  

  
  

  I have repeatedly requested the contractors liability insurance information required for his licensed business which he is still yet to provide.  

  
  

  The poor workmanship was the company’s fault, not mine.  In turn, that is a claim in HIS liability insurance and NOT a claim on my homeowners.

  
  

  Let this transmission serve as another formal request for the contractors insurance carrier, policy number and agent contact information.  This is why contractors are required to carry insurance.  This is no fault of the homeowner/paying customer. The burden lies solely on the contractor who was contracted to perform the service.

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

  

  Business response

  12/16/2022

  Midwest Exterior Designs prides itself on its installation group, our products, and service after the sale. I have the correct dates in front of me it is a Friday afternoon Mrs ******** contacted our company to our ******** ***** ******. Upon arrival we looked at her home which was in pretty good condition we give her a quote on the siding renovation for her home and her detached garage. I remember it well because my printer was not working I had to come back another day to get a contract sign and a color selection from Mrs ******** at that time she had stated that there were some underlying issues with her roof and she was not happy with the color as this roof was only 8 months old and was installed by another company in the greater St Louis area. We negotiated a cost to replace the roof. Our guy showed up in June  of 2020. The roof was completed and with the visual inspection we deemed the roof complete she was shown completion photos she signed off on it and that portion of the contract was paid. Our siding installation group which included me at the time come back and installed the siding soffit fascia and gutters that was completed in July of 2020. Mrs ******** had several minor complaints that were addressed as warranted. Mrs ******** throughout this time grew very unpatient with us due to the limitations on supplies from our vendors and reference to the covid restrictions in that particular state. That time certain products were unavailable and still to this day certain colors are not available in major runs. Mrs ******** became very disgruntled over these items and continued a negative dialogue with with I and the employees that I would send back to address issues that did not exist. In April of 2021 Mrs ******** contacted me via the phone and text informing me that she had had a wind and rain event the previous night and she had found a minor leak near a dormer on the front of her home. We were able to get back to her place within a few weeks and inspect the area and weren't able to find any visible penetration points at that point we decided to remove some guttering that was added to this particular area. Mrs ******** had informed us that that had not fixed the leak at that point I sent two other individuals along with one of the original roofers to look over the project Mrs ******** was not home during this inspection they were unable to find any additional problems at that point we begin running sealant along areas that had counter flashing just to see if that wasn't the issue along with tarring down shingles along the edge of the roof that potentially could blow up and expose the underlayment and potentially create issues with subfacia and areas in which we did not replace due to the project's complexity these areas are generally covered with the water protection system as follows felt paper or pathetic underlayment soffit fascia drip edge and shingles along with all the necessary counter flashings to make this system watertight. That led us to believe that we had some sort of wind related issue that was blowing rain in and under something that was out of our ability to cover meaning in small tight quarters underneath soffit and overhangs in general areas that were not practical to flash and or replacing repair mind you this event only started 8 months after the original installation I have all the text dialogue and would be happy to share it with any potential customer. During that inspection I had the guys take photos of the whole roof every square foot so that I could examine them a little better and we had found that a boot pipe which covers her dryer vent or furnace vent had a little Miss cut on the shingle so we decided to address that it was properly underlaid and overlaid it was more of a cosmetic not mechanical but it was addressed along with some counter caulking along counter flashings and subfaces. That point we had done everything we could do visually and Mrs ******** was instructed that if any further incident stemmed from this weather event there was no visible evidence of where water was penetrating the roof that we would need to file a claim with her insurance company due to the weather event and open the roof and see where we were having potential issues as again noted this project set for 8 months several rain events and several inches of snow sitting on the roof for long periods of time with no leaks. Again we instructed Mrs ******** that we would have to file a weather-related claim with her roof in order to open it up and find where the wind damage had occurred from as we were not able to bring anything in to simulate the wind and lift the shingles that were being raised and the potential problematic areas. I will not respond to this claim again my offer is stands we're willing to pay Mrs ********'s insurance deductible out of good faith to file weather-related claim with her current insurance carrier but we will not get into a back and forth on a better Business bureau form with this customer as Midwest Exterior Designs has been in business since April of 2000 serving hundreds of customers with zero complaints. We wish things could have worked out different with Mrs ******** 100% we greatly appreciate all the former customers and the future customers and hopefully this form and dialogue helps you understand and the manner in which we handled Mrs ********'s complaint. Look us up online or on the BBB. ****************************** me directly at

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

  Customer response

  12/21/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  In reading the business reply, you can see the amount of attention to detail with all of the spelling and grammatical errors.  My name is spelled two different ways, leading me to believe this response was a group effort, which is fine.

   

  I understand the issues with supply chain issues and vivid restrictions and have told **** that for how long now?  I mean, how long have I been waiting for a solution?

   

  AGAIN, I have simply requested ****s insurance carrier and policy information to rectify the problem.  This is why contractors have insurance.

   

  I do not need one long run on response from **** blaming everyone but himself, I simply need his insurance policy information.

   

  If this problem cannot be rectified by ****s insurance, I will secure an attorney and pursue legal action as I am NOT paying for his or his subcontractors errors.  
  

  I have already paid once.

  
  **** states that I contacted him for issues with my roof and because I did not like the color… it does not matter what my reasoning was, he agreed to take on the job and fix it   He had no issues cashing my checks…. 
  

  I truly feel as though **** preyed on an elderly couple, in which the husband is bed ridden.  This is sad.

  
  maybe I should contact the local news media relative this case…. **** simply REFUSES AT ALL COSTS TO PROVIDE HIS INSURANCE INFORMATION.

   

  If he did everything correctly, and is insured, then there is nothing to worry about   As we all know, this is why we pay insurance premiums, for when you have a claim.

   

  whether it be a refund, an insurance claim or a full blown lawsuit, **** WILL get me my money back.

   

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

*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. ↩