Complaints

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They replaced ******* and in the front of my house there is a section that is stucco. The ran the flashing up onto the stucco without consulting me. When I saw how unsightly it looked and how it changed the aesthetics of my house, I called it to the roofer's attention, then the sale's person and their office. The insisted that that was industry stand for a 6" flashing; however, my dispute with them was not the sizing of the flashing or the industry standard. It is that I was not consulted with another option even if it would have cost me more. I got the ***** for mediation purposes, but we have just been going back and forth on how to remedy this. They did offer to resize the flashing after some back and forth, but they want me to pay for what they say "repair" and will not cover the cost of the stucco repair. I have asked them to cover the cost of the resizing and the stucco repair.

  

  Business response

  02/01/2024

  Please find attached our official response to your inquiry. This document contains detailed information and our formal position on the matters discussed.
  

  Customer response

  02/02/2024

  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.
  
  I have attached my reply and other documents that I refer to in the letter. I am open to productive discussion on this matter. 

   
  Regards,
  
  *****************************

  

  Business response

  02/04/2024

  Please see our attached official response. 

  Thank you, 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a roof replacement contract 10/26/2023 and work began 11/13/2023. The crew finished that week and we documented a number of problems on 11/19/2023. Modern Exterior came out that week and resolved some of the issues but not all, and some were only partly resolved. We have been trying to get a full resolution since. Still unresolved: bath vents were installed with holes more than double the size of the ducts. Modern's statement was the holes were "precut," but these vents were never hooked up before, their crew cut them and we have photos to prove it - and the contract allowed for 5 boards to be replaced. We also asked for ice and water shield to be installed at the 2nd story line and chimney, up under the siding, as stated in our contract, but now they state this just isn't the way they do it. The contract stated to install new flashing kit and they just cut flashing to fit, although they did re-cover it after they bent it. I have also noticed some curved shingles and a misaligned valley. We don't know if the curved shingles will lay flat once the weather warms or if they are from angle-driven nails, which I observed the crew doing at the time of installation - prompting a supervisor to shout up to the crew to calibrate their nailgun pressure. They also marred our siding with scratches from the tear-off shingles falling and extra nail holes where they mis-nailed the siding at the 2nd story line. They did state they will warranty the vent holes "at cut size," which is vague. Bottom line, the roof is of poor quality and is likely to leak. I would like to have a qualified roofer come repair the misaligned valley, pull up the shingles and reinstall the ice and water shield and flashing at the 2nd story line, pull up the shingles and replace the boards with proper size vent holes, and examine the roof for other problems from this extremely sloppy and unworkmanlike job. I would like compensation for the damaged siding and an adjustment for the skylight kit.

  

  Business response

  12/10/2023

  We at Modern Exterior are committed to delivering high-quality services and deeply regret that your experience with our roof replacement project did not meet these standards. We appreciate your detailed feedback and are keen to address and resolve the issues you've outlined. We have been in constant communication with you over the phone and in email conversations throughout this resolution. 
  

  Regarding the skylight: We sincerely apologize for the bend to your skylight. We completely removed the outer shell of the skylight and custom-installed new flashing above and below to compensate for the bend that was left in this we reflashed it the first time. 

  Regarding the Bath Vents:  
  We have reached out to IKO (the manufacturer) on your behalf and included them in our conversations. You also reached out to another roofing company and very well reached out to other roofing companies that this is a proper installation as you have done so. Prior, there were bath vents running out of box vents so we converted them to their own bath vents. WI SPS Code does not allow for multiple bath vents to run out of the same vent. 
  

  Concerning the Ice and Water Shield Installation:
  It appears there was a misunderstanding regarding the installation method outlined in our contract. We always run ice and water ******* along roof-to-wall connections but not up the wall in re-roofing and we spoke about this in person on-site during and after the project. 
  

  On the Flashing and Shingles Issue:
  We understand you had concerns about shingle end cuts and a marred shingle, which we came out and changed or added in for you prior to this letter. 
  

  Regarding the Siding Damage:
  We sincerely apologize for the damage to your siding. We will and will be glad to compensate you for this as we stated in person. This work will be undertaken promptly and is expected to be completed with your communication.
  
  

  
  

  Customer response

  12/16/2023

  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. 
  To summarize Modern's response: the skylight has been fixed, the bath vents are fine, the roof-to-wall flashing is fine and we just misunderstood the ice and water shield, the shingles are fixed, and they offered to compensate for the damage to the siding. There was no response to the misaligned valley nor to the excessively-nailed siding and flashing at the 2nd story roof-to-wall line. 

  First, regarding compensation for the siding, we remember that very differently: when you were on site Nov. 28, you stated the damage would disappear with oxidation and changed the subject. We do have an email from you later, Dec. 7, attaching an invoice for the full amount. 

  We had two other roofers inspect the roof and they were shocked at the extremely shoddy workmanship. They are the ones who recommended complaining to the BBB and DATCP, and even encouraged us to share on social media, which we decline to do. 

  In an effort to quantify these issues, we had ********************** come to give us a comprehensive report, and they found many, many more problems. The roof has extensive problems as detailed in the attached estimate of $7300 to repair (which may go higher depending if further problems are found). The skylight trim that was replaced is not securely attached and the screws are loose; there are areas where no starter shingles were used; the ridge caps need to be replaced; the chimney flashing has serious problems and needs to be replaced, and the siding is hanging open; additional valleys are misaligned/crooked and need to be redone; the box vents lack ice and water shield; the roof-to-wall flashing is full of holes and needs to be replaced; there are more marred shingles; there are overhanging shingles, high-nailed shingles, places where nails are missing, places where nails are showing on top of the shingles. And yes, those bath vents should have the decking replaced. 

  We also had a painting company give us an estimate, which is $970 during winter or $1300 in spring. 

  The photos of these problems are very disturbing, showing the poor quality in detail. This site doesnt provide space to upload them, but I have put them in a ****** drive accessible here: ********************************************************************************************************************************************;
  

  During the creation of our contract we specified no subcontractors and the phrase Modern Exteriors Crews will be removing and replacing this roof for said client, was added. The crew was, in fact, subcontractors. They also misrepresented the skylight flashing kit, which is completely different from what was installed (we have Ring footage). 
  Between the misrepresentation, the insistence that everything has been fixed, and the extent of the problems, we believe there is no longer any right to cure. 
  
  Regards,
  
  ******* And *************************
  

  
  

  

  Business response

  12/20/2023

  To Whom it *** concern, 

  
  We are committed to ensuring the utmost satisfaction and highest standards of service for all our clients. Upon receiving your feedback, we have conducted a thorough review of the matters you've raised. It's important for us to address each point you've mentioned to clarify any misunderstandings and provide accurate information regarding the services and interactions in question. We value open communication and the opportunity to rectify any discrepancies that *** arise in our professional relationship. We have attached a PDF with images and breakdowns of all mentioned points. 

   

  Thank you, 

  
  

  Customer response

  12/29/2023

  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.
  

  All of our previous concerns remain unaddressed. 

  The skylight trim that was replaced is not securely attached and the screws are loose and in the wrong locations
  There are areas where no starter shingles were used
  The ridge caps need to be replaced
  The chimney flashing has serious problems and needs to be replaced, and the siding is hanging open on the chimney 2nd story
  The gutter apron isnt attached flat, it is buckled with one staple in 4 linear feet
  Multiple valleys are misaligned/crooked and need to be redone
  The box vents lack ice and water shield
  The roof-to-wall flashing is full of holes and needs to be replaced
  There are additional marred shingles, beyond what was replaced 11/28
  There are shingles hanging 2 beyond the edge
  High-nailed shingles
  Places where nails are missing
  Nails are showing on top of the shingles
  The bath vents should have the decking replaced

  The photos of these problems are very disturbing, showing the poor quality in detail. This site doesnt provide space to upload them, but I have put them in a ****** drive accessible here: 
  ********************************************************************************************************************************************************;
  
  In all cases, we have taken action without any delay and have spent many, many frustrating hours documenting these problems, organizing photos, writing emails and statements, calling contractors and others who might be able to help us resolve this. We are no closer to getting this resolved than we were on Nov. 28 - with a roof in arguably much worse condition than before the job started.
  
  You state if we have an inspection we should send it. Its attached to the complaint, big as day. Its also in that public ****** drive along with all the photos and the repair estimate, which starts at $7300. Repairs on a brand-new roof!! 

  Finally, we would like to simply say, no amount of saying you are committed to customer satisfaction and high standards makes up for the way this job has gone south. You should be ashamed of this job, not proud of it. You cannot say you value communication and then do nothing but gaslight. 
  
  Regards,
  
  ******* And *************************

  

  Business response

  01/04/2024

  Dear *** and *****,

  I trust this message finds you well.

  In accordance with the guidelines provided by the Better Business Bureau (BBB), we are addressing your concerns directly and factually, devoid of emotional deviations. It's apparent that our previous attempts to resolve the issue have not progressed satisfactorily. Therefore, we propose a pragmatic approach, in line with BBB's recommendations, to expedite a fair resolution.

  Our proposal involves engaging an independent third party to jointly inspect the site. This step aims to objectively assess any persisting issues. Alternatively, we are open to sharing the costs of mediation to facilitate a neutral and efficient resolution. We believe that the involvement of an impartial mediator or a third-party expert will streamline the process, ensuring a fair and swift outcome for both parties.
  We recognize the importance of reiterating our commitment to the integrity of your roof installation. It remains our priority to ensure compliance with our contractual obligations, ********* code, manufacturer guidelines, and industry best practices.

  Regarding the estimate you have provided, we must clarify that it originates from a sales representative, not from a professional inspector. This estimate does not reflect an informed understanding of our contractual scope nor does it take into account the specifics of the installation as agreed upon. We perceive the recommended work, priced at $7,288, as unnecessary and influenced by the prospect of sales commission, rather than an unbiased assessment of the actual requirements.

  We urge you to consider our proposal for a group third-party inspection. Should this be agreeable, please inform us, so we may arrange it at the earliest convenience. Additionally, we are prepared to discuss sharing the costs for mediation, should you prefer this route.

  Your prompt response to this proposal will be appreciated. Feel free to reach out via call or email for any further clarification or discussion.

  Sincerely,

  ********************;
  

  
  

  Customer response

  01/25/2024

  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.
  
  As we notified Modern Exteriors in our email of Jan. 4, we have already engaged the services of an independent roofing consultant. A roofing consultant is a qualified roofing professional who does not provide or sell roofing services, but is instead an expert witness. Due to the snow cover this company has not yet been able to inspect the roof. 

  We would like to note at this time that four roofing companies have looked at the roof. With the exception of *******, those companies pointed out issues, but declined to estimate repairs; they stated they would not take the job except as a total tear-off/start over situation. ******* took the opposite approach and began estimating repairs but noted we really dont know until we start to take it apart. So what we have provided is the most conservative estimate. This number is certainly not going to be less, and could well be far more. 

  We would also like to note that Modern Exteriors did not mention the siding damage or compensation in their most recent response, again. 

  Once the consultant has had an opportunity to review and document the condition of the roof, we will provide Modern with that report. Our ultimate goal is to have a functional, warrantable roof with our total expenses not in excess of our original contract, using the most common sense approach. We are expressly not agreeing to any specific means of obtaining that result, whether it is through mediation or legal measures, at this time.
  
  Regards,
  
  ******* And *************************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Modern Exterior to replace the roof of our property at *************************************************************************. Before I signed the contract, the sales rep of modern exterior - *************************, asked me to choose roof color. My wife already told him new roof color had to match the garage roof color (we chose not to replace garage roof). So I emailed him and asked him to pick a color matching with garage existing roof for us. But when they started to work on the roof, my wife noticed the color didn't match with garage roof color at all. I contacted ****** and he asked me to contact his boss -******************** ******************* told me nothing they can do. After they claimed they completed the project, I noticed they didn't "Buy and Install ALL new Broan bath vents and ALL new Broan kitchen vents" as listed in the contract. I contacted both ****** and *****. They gave me some conflict information and claimed they didn't install vents because we didn't have vents originally. Below is email that I sent to *************************. I disagreed with them as "install new" means install new ones if not exist. If they didn't plan to do anyway, then should not put that into contract. "....When you put "buy and install new vents" in the contract, that means you know what you are going to do and are committed to do it. Otherwise I don't understand why we need a contract and why you put everything in the contract. Also "buy and install new vents" is the most important reason that we chose you. Back then we narrowed down bids to two finalists. The other company has a longer product warranty than your bid but they didn't mention installing new vents for us. We thought you guys are willing to do a step more so better return on investment to us. That's why we chose you to do the project for us. If we knew you were not going to install new vents eventually, obviously we would choose a bid with longer warranty time. And if we chose that company, we should not have mismatched roof color either..."

  

  Business response

  12/12/2022

  To Whom it May *********************** Submitted our signed contract  attached to the complaint and this explanation will be easier to understand using that as reference. ******** had listed a few concerns in a call to us which we answered but then continued to submit this to the BBB. 

  
  ******* did not like that the shingles after installing the roof did not exactly match the garage unfortunately. ****** (the Rep) and ******** selected and signed off on a color Frostone Grey on the contract which they thought would match. It's unfortunate that the color they helped select did not match perfectly but they selected and understood it was not the same exact color. I understand their frustration but we cannot just change the color & that is why we have the customer select and ok the color. 

  
  ******** also pointed out that our contract states "Buy and Install ALL new Broan bath vents and ALL new Broan kitchen vents and he claimed this was not done. Unfortunately this is just a lack of understanding what a bath or kitchen venting system is. It was not done because ******* does not have kitchen vents or Bath Vents, only box attic vents. It's required to leave in the contract in case that one of these Attic vents was actually a bath vent or kitchen vent that had the incorrect vent originally. Meaning that when we took the roof off we inspected to see if these vents all had their proper roof vents and if not to install the correct ones. I don't believe ******* understands that a bath vent or kitchen vent are installed on top of plumbing or kitchen stack that are either in a home or not in a home. ******** does not have them in his home. 

  
  I understand ******** is frustrated and that is most likely why he is trying to put his frustration somewhere. We have spoke to ******** and offered to explain further if he wishes to discuss further but we had not heard from him.
  

  
  

*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. ↩