Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired Summit Exteriors - Andrew D***** to complete a full roof replacement, installation of two skylights, replacement of one existing skylight, and implementation of a new gutter system. The following issues arose during the job taken from the demand letter I recently sent to them: Upon entering into an agreement with Andrew D***** - Summit Exteriors, it was stipulated that the company would undertake the replacement of my roof, installation of two skylights, replacement of one existing skylight, and implementation of a new gutter system, inclusive of a complimentary power washing service. The agreement specified that Summit Exteriors would commence work promptly in the spring of 2023. However, despite repeated attempts to establish communication regarding scheduling, I was obliged to initiate contact with your office multiple times. Subsequently, when finally added to the schedule in August of 2023, I was informed that due to the inclusion of two additional skylights, scheduling complexities arose, necessitating the delay of the project. To ensure the timely resolution of the roofing issue, I consented to forgo the installation of the skylights during this period. Per the terms outlined in our agreement, I remitted an advance payment of $32,690.00 to Summit Exteriors, with the expectation that the roofing project would commence expeditiously in the spring of 2023, as assured. However, due to the aforementioned delays and resultant alterations in project scope, I am now demanding reimbursement in the amount of $13,465.00, reflecting the cost associated with the uninstalled skylights as per the Residential Roofing Contract executed on October 5th, 2022. Furthermore, it is pertinent to note that despite repeated requests, I have not received an updated cost sheet, an itemized receipt, or any paperwork regarding the job from Summit Exteriors besides 2 separate Residential Roofing Contracts.

  Business response

  07/24/2024

  1`

  The reason for the initial delay in scheduling is due to the nature of a brand new skylight installation. Where we are completely exposing the interior of the home, and extremely susceptible to water damage. We needed to wait until a forecast of at least 5 days of “clear” weather before we felt comfortable completing that project. After multiple months of scattered rain and no foreseeable 5 day window, ******* requested we remove the new-cut skylights from the scope of work. Which we did in a timely manner, and proceeded to schedule her project. The day her project was scheduled for, there was rain in the forecast. While we told her it would not be a good time to start, she insisted we needed to commence on that date. Due to this, there were leaks in the roof which we promptly fixed. We also painted and fixed the interior stains caused by the leaking. Thomas our production manager asked ******* if she was satisfied, or wanted us to bring in a painting company. She told Thomas she was satisfied with the final project. 
  

  Since the replacement of her roof, we have received an extremely negative Google review where ******* blatantly lies. Saying we wouldn’t bring out a professional painter, along with many other exaggerated truths. Due to this, we will be filing suit. ******* has behaved in an extremely unprofessional manner, and also caused considerable damage to our reputation. Resulting in hundreds of thousands of dollars in lost revenue. 
  

  In regards to the skylights that weren’t installed, we not only have a re-stocking fee, but we also needed to order flashing kits specific to new-cut skylights. Providing a refund for the full scope amount is extremely unreasonable. We would be willing to settle this complaint without pursuing further legal action, contingent upon ******* not only removing the partially fabricated negative ****** review; but also rescinding her “demand letter” which we have not received.

  Customer response

  07/26/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Dear Andrew D***** and Summit Exteriors Team,Thank you for your response. However, I must address several points and clarify the situation further.Project Delays and Communication Issues:Initial Delay Due to Weather: While I understand the concerns regarding weather conditions for skylight installations, the lack of communication and extended delay were unacceptable. Despite multiple attempts to reach out for scheduling updates, there was a significant lapse in timely communication from your end.Schedule Adjustment: My decision to forgo the skylight installation was made under duress due to the prolonged delay and lack of clear scheduling. This adjustment should have been accompanied by a revised contract and cost sheet, which were never provided.Crew Arrival and Weather Concerns: The initial day the crew was supposed to arrive, August 9th, was clear. However, the crew did not show up that morning as scheduled. After calling the office, I was informed that the crew was experiencing transportation issues. I should have been proactively notified about this delay instead of having to inquire myself. Notably, the crew did not arrive until August 10th, a day with rain forecasted to start at 9 am. This oversight led to unnecessary complications.Roofing Issues and Additional Damages: Commencement Against Advice: While you mentioned that I insisted on starting the project despite rain forecasts, the pressure to commence was influenced by the extended delays. It’s important to note that the subsequent leaks and interior damages were direct consequences of your team's actions. Although you attempted repairs, the issues arising from this were considerable and avoidable with better planning and communication. Interior Painting and Repairs: Thomas did inquire about my satisfaction with the repairs, but the overall experience and the stress caused by these issues caused me to simply say that I was satisfied to end the stressful situation caused by this job. Negative Google Review and Reputation Claims: Review and Defamation Claims: The Google review was an honest account of my experience. The intent was not to damage your reputation but to provide feedback and share my dissatisfaction. Any claims of defamation or substantial financial loss should be substantiated with evidence. Legal Threats: I find the threat of legal action over the review and my demand letter unwarranted. My actions have been within my rights as a consumer dissatisfied with the service provided. Refund and Settlement: Restocking Fees and Flashing Kits: I am open to a reasonable discussion regarding the skylight costs, including legitimate restocking fees and other incurred expenses. However, the lack of an updated cost sheet/receipt/any paperwork makes it challenging to assess the fairness of the proposed settlement. Revised Settlement Proposal: In light of the above, I propose a revised settlement that reflects the actual costs incurred and a fair reimbursement for the uncompleted work. This settlement should also account for the stress and inconvenience caused by the delays and subsequent issues. Additional Clarifications: Refund for Skylights: Ultimately, my primary request is a refund for the skylights that were not installed. When I initially decided to forgo the skylights, you indicated that a refund would be provided. My decision was driven by concerns about the roof not being completed that year, as I had not received notifications regarding the project timeline. I reached out multiple times before the job was scheduled, but communication became sparse after I signed the financing agreement, which I later discovered effectively transferred the job funds to you.Threat of Legal Action: Your response suggests a threat of legal action unless I remove my review, but I stand by my review and have been truthful in my account. I waited over five months before posting the Google review, giving your company ample opportunity to resolve the issues. Despite my multiple requests for a refund (please refer to the attached texts and emails PDF), my attempts to communicate were met with silence. Initially, I was in contact with your sales manager Tony, who later referred me back to Andrew due to personal reasons (please see the attached text message PDF labeled “SummitExteriors_Text_Tony_Sales_Manager”). Out of consideration, I waited an additional month before posting the review on Google on 2/27/24.Resolution and Communication: You have had all my contact information to resolve this matter professionally offline. I am willing to update the Google review once this issue is resolved, which was my initial intention. Given the unsuccessful attempts to resolve this matter promptly, I believe it is best to use this platform to seek resolution.I remain willing to reach an amicable resolution and avoid further escalation. To facilitate this, I request a detailed cost breakdown and updated documentation reflecting the scope of work and associated costs.Thank you for your attention to these matters. I look forward to resolving this promptly and fairly.Sincerely,*******

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