Complaints

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This saga began November 15th 2021 after a storm, contacted The Exterior Company (TEC) to contract them for roofing replacement due to major storm damage. The job cost $29,051.22. I worked with ****** ***********. I have solar panels on my home and had the company that installed the uninstall them and finally the project was started the final completion was 11-22-22. After I contacted TEC as a leak was discovered in the kitchen. As this leak did not begin til after completion of the installation. TEC sent out people to patch the kitchen ceiling. This did not fix the issue and the again sent another team to patch the ceiling. When the leak happened again the questioned the solar panel reinstall. They had shown pics of the reinstallation where they claim was not on them and that could be the source of the leak, at no time did the TEC do any investigation as to where the leak originated. I had the solar folks return to determine if there was any damage caused by the reinstallation (the area TEC reported was over the garage, this would require a change to the laws of physics to be the source of the leak. After sending information from the panel installation folks TEC then June 9th of this year I received a text from TEC stating this was being passed to higher management ****** ***** and thanking me for my patience and apologizing for the inconvenience. I call and stated I was going out of the country and could he please contact me by 30 Jun. I have still yet to receive any communication and attempts to contact the company by text has met with total silence.

  

  Business response

  09/21/2023

  Dear ******************,
  

  I hope this message finds you well. First and foremost, we would like to express our sincere apologies for the frustrating experience you've had with The Exterior Company (TEC). Your feedback is invaluable to us, and we truly appreciate your patience in bringing these concerns to our attention. We understand the importance of timely communication and swift resolution, and we acknowledge that there have been significant communication gaps and delays in addressing the issues you reported to our warranty department. This is not the level of service we aim to provide, and we are committed to making things right for you.

  To address your concerns regarding the ongoing leaks, we have taken immediate action. Our Operational Advisor has been made aware of the situation and will be reaching out to you today. He will work closely with you to determine the root cause of the problem and develop a comprehensive action plan to rectify it promptly. Being that there is a third party solar company involved, it's not immediately obvious where the leaks may be coming from, or who may be responsible, but we assure you we will work with you and determine the next action steps. If TEC has liability and fault, we will make it right.
  

  Please accept our apologies once again for any inconvenience this has caused you. We genuinely value your business and trust in TEC, and we are dedicated to ensuring that your experience moving forward is nothing short of exceptional.

  Thank you for your patience and understanding. We look forward to resolving this matter to your satisfaction.
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Exterior Company installed a completely brand new roof on my home in February 2023. We never had any leaks in our home prior to this. The reason we got the new roof was due to a hail storm in our neighborhood. In the past 2 weeks we have had multiple leaks in our home. They said someone would be out to fix the problem. Apparently someone came out to hammer down the dormers and said the problem was fixed. Over the weekend the leaks have gotten worse. Now I have interior damage in multiple rooms in my home. This is supposed to be covered under warranty but I am highly concerned the roof was not installed correctly and now Im going to problems reoccurring. I am very upset about this. Im not sure what to do about it but now I am very concerned to let them inside my home let alone repair what they did incorrectly on the outside. I am asking for help on this please! At this point I am hoping to be completely refunded for the entirety of the roof and compensated for all interior damage after I get a quote for repairs. I would like to have someone else do my roof correctly. My home NEVER had any leaks with a 20 year old roof and now I have multiple with a few month old new roof.

  

  Business response

  08/10/2023

  TEC replaced **************** roof in March of 2023. On 7/24/2023, ************ submitted a complaint to BBB, alleging two areas of water infiltration and suspecting the roof as the source of leakage. This same day, TEC reached out to ************ to coordinate a site inspection on the following day to perform an inspection. On 7/25/2023, TEC's Field Operations Manager arrived at **************** home to inspect for potential leaks. Note: TEC was not permitted to enter **************** home, which is a critical step in effectively diagnosing leaks. TEC inspected all shingles installed and found no areas of concern. TEC did find the ridge vent installed on the dormers during roof replacement to have open-end vent strips on the outer pieces, which should have been closed-endan unlikely, yet potential source of water seepage. TEC replaced these with proper closed-end strips. TEC also removed the lower courses of siding, where the roof meets the wall line. NOTE: TEC did not originally install the siding, nor did TEC remove any siding during the roof replacement. TEC inspected step flashing cards, and found them to be in-tact, but proactively replaced them. Additionally, no air/water barrier was found to be installed underneath the siding, which is against manufacturer's recommendations (and current building code in most cases.) Proactively, TEC installed "*****" tape on top of the step flashing cards to reduce the chance of water infiltration behind the step flashing cards. The siding was reinstalled. This inspection, and all work performed on the day was a no-charge courtesy to ************. ************ was emailed a comprehensive report of the findings and work performed that same day. On 7/26/2023, ************ replied to the summary email, stating his displeasure and lack of confidence with the roofand requested to speak with someone about his concerns. On 7/27/2023, TEC's General Manager reached out to ************ and demanded a full refund. TEC's General Manager advised that these issues, while unfortunate, are fairly minor, and further, not a result of TEC's roof replacement. In good faith, ************ was offered an extension of TEC's roofing warranty from 2 years to 5 years. ************ accepted and signed a contract addendum acknowledging his acceptance.
  
  On 7/31/2023, ************ contacted TEC about water leakage above the master bedroom. On 8/1/2023, TEC's Field Operations Manager performed a thorough investigation of this area. Again, no issues were found with any of the shingles previously replaced by TEC, so attention was shifted to the wall with siding adjacent to his roof. NOTE: TEC did not originally install this siding, nor was the siding was removed during the roof replacement. TEC noticed that a lot of the siding was very tight to the **channel and had some debris clogging the water flow down the J channel. At that time, in the interest of full customer service, TEC decided to take off the entire wall of siding to inspect all the flashing cards and also look for obvious signs of water trailing into the home. TEC noticed that the siding did not have an air and water barrier between the sheathing and the siding, and also found water marks behind the siding and many rusted nails, indicating that water makes contact behind the siding and into the house. Although in great shape and able to reuse, the old flashing cards were replaced with new flashing cards and secured where needed. Since the siding was detached, TEC installed an air and water barrier behind the siding also (free of charge, in the interest of full customer service) and overlapped the step flashing cards per manufacturer's, and building code spec. Once the siding was being reinstalled, the siding and j channel was trimmed as needed to properly allow for expansion and contraction, reducing chances of any future debris clogging the j-channel and allowing for water to get between and behind the siding and into the home. The customer was not charged for any of the work performed on the day, despite TEC not having installed the sidingwhich ultimately proved to be the source of leakage. The customer was emailed a compreshenve email that evening, which included the following verbiage to close: 

  "It is noted that it does not appear to be an issue with TECs installation and all services today were offered free of charge as good customer service. It should be noted that If future leaks arise and additional work is required that has nothing to do with the installation of the roofing system by TEC, estimates will be created and charges to the homeowner."
  

  TEC feels that it went above and beyond by responding to the customer's concerns with site inspections in a timely manner, by diagnosing the source of leakage on work not originally performed by TEC, by remediating the source of leakage caused by work not performed by TEC (replacement of step flashing cards, installing air/water barrier per building code, and installing flashing tape to seal step flashing cards), and by upgrading **************** warranty from 2 years to 5 years—all of this at no additional charge.
  
  TEC stands behind their work and is committed to customer service. We hope this timeline of events following **************** original complaint showcases our commitment to customer excellence.
  
  Thank you and please reach out with any questions!

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called TEC to come out and fix an exterior leak in late spring. Every time it rains we get water pouring in from our upstairs bedroom ceiling. They looked at the ceiling where the leak was and checked out our attic. I was told that the leak was coming in from the roof due to deck board spacing and water getting under the shingles. I explained the attic floor had never been wet, we had never seen water, and we had never had water damage or wet spots in the attic. They guaranteed that replacing the roof would fix our leak and they didn’t want to check the rest of the exterior. I disagreed but went on his word. The question of what would happen if replacing the roof didn't fix the leak had been brought up multiple times. We were constantly told replacing the roof would take care of the issue, and if the leak were not due to the roof, TEC would fix the issue and make it right. Once we signed the contract and put the deposit down, our experience with TEC changed. After the installation of the roof, we had to clean up lots of shingles, they never came back out to inspect the job or clean up, we found many nails all over the place, and the leftover materials were left in the middle of our lawn for a week. We were hounded for payment. not even 24 hours after receiving a bill. The leak started the first time it rained after replacing the roof and the company refuses to do anything about it. I have spend 4+ months and spoken with 3 different people and no one is willing to make it right. It is undeniable that instead of completing the proper exterior inspection to find the leak, TEC saw an old house with an old roof and thought they could upsell a project from a small 1-2 thousand dollar project to a massive $17,000 roof replacement project. That is entirely unethical and not an acceptable way to do business. TEC was paid for a service with a guarantee of fixing the issue, and they didn't follow through.

  Customer response

  11/07/2022

  I have not heard a response from the business. I have been following up with weekly phone calls and I am constantly being told someone will be in touch. No one has responded or reached out. 

  

  Business response

  12/22/2022

  Regarding **********'s complaint: after receiving ***********************'s complaint, we investigated the claims made. We determined that **** ************* was frustrated because she continued to have water infiltration issues (later diagnosed by her as a window leak) after TEC replaced her roof. She alleges and is under the impression that by replacing the roof, we committed to resolving all potential exterior leaks; whereas our stance is that the roof was compromised and in dire need of repair, so this would be the first, most logical place to start in the diagnostic process. Her insurance company approved the roof claim, deeming the roof failed and needing replacement. TEC performed the work that insurance company approved—and while TEC understands ****************'s frustrations regarding additional/further leaks, TEC stands by the necessity of the roof replacement; if the roof was not in need of replacement, it's very unlikely that the insurance company would have authorized and paid for the replacement. Nonetheless, in the pursuit of customer satisfaction, TEC offered a $500 credit AND repair of the leaky window at no charge. *********************** did not accept this offer, citing that they did not want TEC to repair the window and demanded a minimum credit of $1259. In hopes to leave *** ************* with a favorable impression, TEC accepted this proposal and sent *** ************** a settlement agreement reflective of the $1259 credit. To date, TEC has not heard back from **** ***************, and the settlement agreement remains unsigned by *** ***************
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof replaced is 2014, we purchased the warranty for an additional fee. I was recently looking for the warranty and realized we never received it. I called and found out The Exterior Company never registered our warranty. I called ***, they said TEC would need to call and register it. I have called 5 times in the last few weeks, and still have not received the warranty. I want the warranty that I paid for. Its that easy!

  Customer response

  11/01/2022

  No, we have not received a response yet. 
  
  ***** & ************************;
  

  
  

  

  Business response

  12/22/2022

  ***** & *********************** Complaint # ********
  

  
  We had our roof replaced is 2014, we purchased the warranty for an additional fee. I was recently looking for the warranty and realized we never received it. I called and found out The Exterior Company never registered our warranty. I called ***, they said TEC would need to call and register it. I have called 5 times in the last few weeks, and still have not received the warranty. I want the warranty that I paid for. Its that easy!

  
  

  Regarding *****'s complaint: upon receiving the complaint, we investigated the claims ************** that, indeed, the upgraded *** warranty was mistakenly never registered by TEC. *** reached out to ************* via phone call (left voicemail) and followed up with a text message to inform her that we received her complaint and that we were in touch with *** to get things resolved. We worked with our *** representative, who worked with ***'s internal warranty department, to have the warranty backdated and applied to *****'s roof. TEC kept the ***** updated via text message throughout the process and thanked them for their patience. Ultimately, the warranty was furnished and the ***** were updated with the registration # via text and informed that *** would send their official paperwork in the mail. ************* seemed agreeable and happy with the effort and resolution in light of the initial oversight that led to the complaint. 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with The Exterior Co. A.KA. TEC March 2022. The project manager was Jordan B********. The Ins. co. agreed to pay for the 3 roofs - house, shed & hot tub and new capping on 4 windows. Work commenced on 5/24 & 5/25/22 late into the evenings. All the materials were removed but the capping. I was told they would be capped in a few days. Then the capping disappeared. Completion photos were taken 6/7/22 & 6/16/22. 6/17/22 received first ebill for balance. 6/27/22 had a rainstorm and hot tub leaking at skylight. Video taped it and sent to Jordan. No reply. On 7/1/22 2nd ebill for balance. Called office about bill, leak and no capping. They sent Austin to caulk the leak. ******** repair only. 7/6/22 3rd ebill for balance. Called office again about situation and said if it wasn't going to be completed then issue an adjustment for me to hire a new contractor to finish their job. On 8/8/22 Jordan called about balance due and said office gave back to him to handle. I asked for adjustment to hire new contractor and he said no way would they issue a refund. On 8/10/22 capping shows up. 8/19/22 capping removed. I texted Jordan asking why it was removed and his direct quote “because you openly said you were going to sue TEC and retain $**** from the total bill. Do you think that would be a good idea for me to have TEC spend more money on your property when you openly said you’re going to not pay us?” I NEVER ONCE said any words about suing but I did ask for an adjustment to hire a new contractor to finish their job. He replied back “take it up with the office. I’m done here. Ask for Joran Norwalk he’s our company attorney”. I find it ironic that he says "spend more money on my property" when you NEVER FINISHED the job!! Is it alright to charge me and my insurance co. for repairs to my house that you never completed and expect me to pay? As of today 4 windows not capped and leak not properly repaired. I will not deal with Jordan again!!

  

  Business response

  09/30/2022

  Hello ****,
  
  First, thank you for your business and your initial trust in TEC. We're saddened to hear that you were left with a less than stellar experience and want to assure you that despite the hiccups, we're committed to delivering on our word and seeing your project through. I apologize for the delay in response, but it looks like in the interim, action was taken to correct your concerns and tie up loose ends. From my vantage point, there is no remaining work to be done or balance owed on your end. Nonetheless, I'd like to 100% make sure all of your needs have been addressed, so could you please reach out to me directly at your earliest convenience? Feel free to email me at ***********@TECroofs.com, or call the office and ask for me directly.
  
  Again, we apologize for the speed bumps, but will make sure you are left with what you expected. Looking forward to moving forward.
  
  Thank you
  Joe H*********

*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. ↩