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          Business Profile

          General Contractor

          Moss Marlow Building Co., Inc.

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in General Contractor.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            05/15/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            **** Marlow built our completed our home in 3/2017. we purchased our siding based on their suggestion. The ****** ColorPlus Technology because of the 15-year warranty. well after 6 years we started to notice lighter spots all over the siding. **** Marlow claimed they used the proper ****** touch-up paint which they did. but the directions say to use sparingly. there are many areas that were painted to cover a 1/8 nail head, but they brushed more 50x larger than the nail head or chips. if the nail head was just dotted on this would not be noticeable but these large areas are very noticeable. I contacted **** Marlow and they said they would come out and look at it. But never showed up or contacted us. this happened several times. Now they don't answer any of my attempts to contact them. it's my understanding that it will cost thousands to re-paint my home. And when you paint you have to repaint every 5 years, so my 15-year warranty is no longer valid.

            Business response

            05/21/2024

            (The attached email thread precedes the following events/timeline) A representative from ****-Marlow Building ******** (****)missed a scheduled site meeting with ************************ unexpectedly due to a schedule conflict. The **** rep was then out of office for several days on vacation. Once they returned to the office, the representative neglected to reconnect with Mr. ********* to reschedule the visit. It is our intent to fully evaluate the reported issue, investigate the cause, and make a good faith effort to do what is right for all parties involved.


            As of Monday, May 20, 2024, **** has:
            1: Reestablished contact with Mr. ***** ************************* via phone (1:45PM EST on 5/20).
            2: Contacted *********************** regarding their warranty offer (2:12PM EST on 5/20).
            Future Expectations Are:
            1: We will visit the site on or before Wednesday May 22 to further evaluate the claim.
            2: We will provide regular status updates to the Montalbines via calls and email.
            3: We will meet with the Montalbines once they are back in town following the Memorial Day Holiday and attempt to negotiate a favorable remedy.

            Customer response

            06/04/2024

             
            I am rejecting this response because:

             

            **** Marlow came and washed some of the paint spots it did not remove them.

             

            Regards,

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


            Business response

            06/04/2024

            Members of the ****-Marlow team visited the ********** home on Wednesday 5/22 to evaluate the issue. We tested several methods of cleaning on the apparent touch-up paint oxidation spots. We found that scrubbing with a dry cloth/ magic eraser removed the majority of the oxidation. We cleaned the areas that could be reached from the ground at that time. On Friday 5/24, another member of MMBC returned with a ladder and cleaned the higher areas. We believe that the cleaning was 90% effective and greatly reduced the oxidation. The areas that were spot cleaned appeared glossier that the rest of the siding which we believe is due to residual dust and oxidation. On Tuesday 5/28, ************************ requested that we revisit the site to meet with him and expressed his dissatisfaction with the remedy. We met with ************************ onsite on Thursday 5/30. We followed up after the visit with the attached email requesting that ************************ clean the home as recommended per the manufacturers care and maintenance instructions (provided previously) and then further evaluate the issue. ****-Marlow has made a good-faith effort to remedy the issue at no cost to the Homeowner far beyond the limits of our standard one-year warranty.

            Customer response

            06/05/2024

             
            I am rejecting this response because:

            The spots you see in the images are the painted areas. Yes some oxidation came off the areas when **** Marlow cleaned these areas but the paint is still there. To be certain I wasn't wrong. I took a magic eraser and cleaned one of the spots but went about a foot over each side of the painted area and all I see is where there painted spot is. 

            So cleaning these spots doesn't work and why would it. You can't wash a home with a magic eraser and expect all the paint to come off the house? 


            Business response

            06/07/2024

            We have been in contact with ************************ and have another confirmed appointment to meet onsite at 12:00/noon on Monday 6/10. It is our intent to make every effort to reach a solution that is fair and equitable for all parties.

            Customer response

            06/10/2024

             
            I am rejecting this response because: **** Marlow came out to my home. They left in agreement that the paint was still there. they said they will get back with me on a fix.

             

            Regards

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


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          BBB Rating & Accreditation

          A+

          This business is not BBB Accredited

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          Businesses in this category

          Years in Business: 116

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          3039 US Highway 70 SW

          Hickory, NC 28602-4632

          (828) 328-2333

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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