ComplaintsforModern Exteriors of Springfield

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9-8-16 we contracted with Modern Exteriors to install siding and windows. The windows we chose were the best offered, and warranteed by the manufacturer. All went well until one of our windows glass cracked in February 2023. We were told by ***** at Modern Exteriors our Polaris Ultraweld window was indeed still under warranty.Also, working with ***** **** in modern Exteriors Springfield office, a date was set to install the replacement window, which has come and gone, first in September then in October ******* a call today to ***** **** who says he is the office manager, I was told the window was lost in their warehouse.I just want to use my warranty for a new window, which I was informed would require a payment of approx $250.00 for installation and delivery, which I am willing to pay.

  Business response

  11/12/2024

  RE: Complaint ID: ********

  Mrs. ********* has an open warranty with our company.  Unfortunately, the original replacement has been lost, forcing us to order a new replacement immediately.  The replacement window sash is due to ship on 12/16/24 and will be scheduled for an immediate installation.  

  Mrs. ********* may contact anyone at the office during business hours or she may contact me directly via email as she has always done in the past. 

• Initial Complaint

  06/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction was Aug 22, 2022. They were to add a sunroom to my carport. It is now 10 months later and no word on when job will begin. I was told and is written on contract that work would commence in 8 months. During this time I was not contacted my company about updates on my job. I had to call in April and then they informed me that it would be May 25. So, I waited. The week of the 25th I called to see if they were planning to start project. No call back. I waited till June 2 to call again. When I mentioned I had a lawyer they called on Monday, the 5 and said they were ready to start my project. At that time, I told them I had to talk with my children and lawyer. After thinking about it for 3-4 days, I decided to go forward. I called the person who had called me on Monday, June 5 and told him I had decided to move forward. He said he would call me back and give me the details when he got to office. I waited all day until 4:30 that afternoon. I called and only response I got was they would give a message to him. I decided if they didnt care anymore about a customer than what they showed for me, I didnt want them tearing into my house. I am afraid they would begin the job and let me hanging. I called back and told them to forget the job and I wanted a refund of my money which comes to a total of $14,500. It should not take 10 months for a job to begin let alone end and the customer service I received is unacceptable.

  Business response

  06/16/2023

       At Modern Exteriors of Springfield we pride ourselves on customer satisfaction.  This year we are celebrating 50 years in business and have the same phone number today that we started with when our doors first opened.   Our friendly staff is available during normal business hours to communicate with all of our customers.   

      Unfortunately, due to delays with the manufacturer we were unable to meet this customer's needs.  We made multiple attempts to communicate this too her, as well as accommodate her time constraints by placing her in front of others in an attempt to satisfy her. 

      After reviewing the contract, the customer's request to cancel, and her response to the BBB a refund has been issued.  The refund check was placed into the mail on the evening of 6/15/2023

      

   

  Customer response

  06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I hired Modern Exterior to install a Fourseason sunroom and under decking underneath my deck. It took them 364 days to complete a 12 x 15 room all windows leak the under decking collapsed. I cannot get the owner to return the phone calls. The worker that they sent out to do the work his name is Will got arrested while he was at my house and at this point my room is a complete loss the wood is rotting and I can’t get any help.

  Business response

  05/18/2023

  I have spoken to ****** **** twice this week.  

  I have called the manufacturer of her sunroom (**** ******* * *******s out of Texas) for the Rep. **** ***** to make a trip to review our installation of her sunroom and to make suggestions on how to make her room more watertight. 

  Also, I had one of our field supervisors ***** **** go to her home on 5/17/2023 to look at repairs needed so we could schedule them after the manufacturer has looked at the sunroom first. 

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

  Customer response

  05/19/2023

  While I am going into this with good faith. I have some serious reservations I’ve been calling and trying to get someone to come out here for over a year. When I told them, I was going to file a complaint. They told me that they could no longer carry on any conversations with me and refused to return any of my phone calls yes I did talk to the manufacturing plant. However, another gentleman is coming out not **** on June 8. I did text ***** to let him know that he was coming out. He’s supposed to show up here with him to troubleshoot this. while Modern Exterior was out here looking at the room. They noticed some major construction issues all this is pretty much on them. I don’t believe that there is a problem with the manufacturing windows, if the owner Glen was not such a micromanager and allowed his employees to troubleshoot, this probably would not have taken a year. Mr. ******** comes in to work at 2 o’clock. The office shuts down at six as a consumer you only have two hours to reach him when I stated to him that I had called numerous times his actual response was, I didn’t know you wanted me to call you back , so like I said at this time I’m going into this with good faith I will know more on June 8 thank you for responding, but as of now I want to leave this case open until I see what Modern Exterior intends to do to repair the extensive damage, my sunroom has had because of all the water that has gotten in 

  Customer response

  07/14/2023

  I spoke with them a week ago, and I sent them pictures.  They stated that they would get in contact with but he has not.  

  Customer response

  07/17/2023

  Modern Exteriors came out and reset the windows after NW sunrooms in ****** came out and looked at the sunroom told them that all the windows were installed wrong. They reset them now Im having problems with my posts theyre degrading whatever they covered the treated lumber with is breaking down. I cannot get them out here to look at it. They will not return my phone calls but yet again, this is been going on for over three years. Here are the pictures.

  Business response

  07/21/2023

  ************* has had numerous occasions to communicate with our company.  She had requested that a service tech from ********** in ********** ***** come up and review the installation of her windows.  As a show of good faith we called the rep and scheduled an appointment with **************  *********** tech made a couple of suggestions, which we followed.   Upon completion of the last service no leaks were detected. 

   ********************* our product assistant was the last to speak with **************

   It should be noted that ************* has been difficult to communicate with as she has negative opinions about everyone at our company and expresses this loudly each time she is on the phone with a company representative to the point of being abusive. It was requested in our last conversation that ************* please keep the conversation professional. 

  It was explained in our conversation that a service order would be created that day, and she would be contacted to schedule a service appointment once we could open up a day for her.  Our normal services are out as far as 6 months, but we are working to place her in front of others in an effort to resolve the situation as soon as possible. 

  ************* stated that she was going to have another contractor come in to do the work, and would be suing the company for the charges then proceeded to hang up.

  We were not under the opinion that ************* wanted us to come out, and have been waiting for a bill to be sent to our company.  At this time we are still willing to set a service date to address the requested repairs. 

  Customer response

  07/24/2023

  Complaint: 20057542
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ********************* ******************** has not ************* my phone calls. Yes, Im upset with them. I have not been abusive. I have kept it professional they are right about me being upset . I had to hire another contractor to come out and start fixing the work because it is damage to the point that the sunroom is deteriorating.  I dont have six months to wait the rain will not wait for it. I reject his proposal. I want my money back for the damages that they caused due from the inferior work.

  Business response

  07/28/2023

  If ************* has indeed hired someone to repair the work at her home, we will be happy to review the billing from another contractor, if she will send pictures and a detailed invoice of the work performed when it is completed. 

  ******************* our field supervisor has already worked on ***************** sunroom.  We would be glad to schedule him in the next couple of weeks or so to come back and finalize her repairs. 

  Customer response

  08/01/2023

  ***** the project manager has been to house three times. He is always late (about an hour ) then other people have to tell him how to fix the problem. I'm willing to let him come back out here but he is really not good with following through with his promises.  At this time I have had to hire other contractors to fix all the major mistakes that were made on my sunroom.   The sunroom was deteriorating because of the water damage and outside elements getting in the room 

  Not ONCE has ******************** pick up the phone and returned one of my phone calls.  He does not have a personal email at the company nor does he receive texts so I have to go through third parties to reach him. He micromanages his company but does not come into  work  before Noon ( mostly around 2) and the company stops answering the phones at 6. It makes it very hard to get ahold of anyone.  ***** promised to call me back and handle this whole situation but he does not return texts and his voice mail stay full so can't even leave a massage.  This whole situation is very frustrating and could have been avoided if they would have done a good job to being with or a least started to fix the problems when I addressed them. These problems have been going on since the completion of the project.  

  I'm going forward with hiring out the repair of the sunroom and I have no choice but to send him the bills since his policy has been not to fix the problems but outsource them to people that can not or will not handle the problem.  

  If you go back in Modern Exteriors history they take people money , then start the project 5 to 10 months later. With promises that they will start in 3 months.  It took them 364 days from the day 1/2 the money was given to completion of the sunroom.  It is not the best work ethics .  Also the man he sent out did terrible work and I keep calling and trying to tell them that but they keep saying he was there best.  ******************** does not hire the people that  build his projects as employees but contacts them out.  They get paid by the job so they work on three or four jobs at the same time and the work is not done right.  I used them in the past and they did a great job but something has changed and now if you read reviews on them this is a common problem with them.  I will be more than happy to send ******************** the bills when the sunroom is completed. We now have to pull the windows again( third time) to replace the metal foil that the post where wrapped in because it is wrapping and bulking.  I have sent pictures.  

   

   

  also to ever who  is reading this I apologize for the misspelled words   Writing is very hard for me I have a form of dyslexia and I can not do words to text on my home computer 

   

   

   

   

  Customer response

  08/02/2023

  Complaint: 20057542
  
  I am rejecting this response because:
  
  They said the receipts for the repair work I have had done so far I still have to pull the windows again and re-wrap the post. I forward the receipts to Modern Exteriors, but I wanted to forward them to yall as well since he said that he was willing to reimburse me.
  
  Sincerely,
  
  *********************

  Customer response

  08/07/2023

  How can you close this when they have done nothing? They have not even returned my phone calls. I'm still out over **** dollar in repairs and I still have more to do. Please do not close this case. I'm also still waiting to hear from the Attorney General as they are looking into Modern Exteriors for bad business practices. They will not return my phone call or send anyone out here to even look at all the problems. What did they tell you to close this case? I will call you in the morning 

  thank you 

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

  Customer response

  10/12/2023

  Modern Exterior of Springfield ******** has finally come out and done all the repairs and paid me the $6047.92. It cost me to replace some of the work that they did due to the fact that they used the wrong materials and installed it wrong.  Please close my case. I dont have my case number with me but I will give you all the information you need to find it. Thank you God bless have a good day.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was cruising Monday and one of there jack hole drivers had a tool come off his truck and hit my Shelby gt500 chipped and crack my brand new ford glass that was just replaced and a special order item. The driver knew and acknowledged, it had happen and made a quick right turn onto a back road we follow as you do in an accident. Well then their driver took off doing upwards of 100mph in a 45 we tryed to catch up and gave up . We got to the next few stop signs down from farm road 115 and lone behold it’s him so we get in front of him and proceed to get the gentleman to stop so we can get info from him and he threw a bottle at us and took off. Shame on you guys , we will be making a police report also and contacting the owners in the am. I am seeking a new Ford windsheild for my vehicle and installation at a Shelby certified repair facility.

  Business response

  05/18/2023

  ***** ***** in our office spoke with Mr. ****** on 5/3/2032 and requested that he send the phone number he called and was told that we are not dealing with it.  He said that he would, but as of this date 5/17/2023 (2 weeks later), we have not received that number. 

  The truck Mr. ****** is making reference to is not a work truck and does not carry any tools so we are not sure how a tool was able to come out of the truck and damage his windshield.   

  We also had our fleet truck manager Steve Ross call his daytime phone number and had to leave several messages for Mr. ****** to return his call so they could discuss the issue.  As of this date Mr. ****** has not returned a call.   

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

*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. ↩