ComplaintsforCarter Exteriors Inc

• Initial Complaint

  08/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I engaged a number of companies to try and fix a leaking roof on a residential property. Carter was one of the companies, and on March 11th 2024 I provided them a deposit in excess of 7000 dollars to fix my roof. They have done no work to my property now almost 5 months since that estimate. I have a series of 40+ emails, text messages, and calls over the time between asking about details on starting the job. I have repeatedly been given misleading and heretofore false statements about job start dates. During this time my house has accumulated more damage. I made Carter Exteriors aware of this and was promised someone would come out to look and make repairs to stop further damage. This was in June 2024. No one to mine or my families knowledge has ever come out, and certainly no work was done. At this time I also inquired if they were still able to do the job. The project manager Jim assured me they could and I have documentation of this. Again, no work has ever been done On July 23rd, now at my limit of reasonable time frames to starting and in the face of multiple, multiple attempts previous to get a start date or someone to come out, I called the company and was assured by Austin, the owner, my job would start within a week. No one got back to me after that. On august 8th, now nearly 5 months since giving my deposit, with absolutely no work done on my home, numerous misleading and false statements about starting the job over months from Austin and Jim, assurances they could do the job (from them), and continued damage to said home (also reported to them with documentation), I called Austin and asked for my deposit back. They have performed 0 work. I told him I would give him 24 hours to provide my deposit back. It has been 24 hours since that call and no contact. At this time they have $7000+ of my money, and I have no work done and a worse situation than when I engaged them.

  

  Business response

  08/20/2024

  In response to ******* ******** complain, We have responded directly to ******* concerning his roofing project. The extremely long delay in this project was due to sourcing the matching slate materials from a quarry in Vermont. We usually only take a 10% deposit on all projects but considering the materials for this project were special order and non refundable, we asked for a larger deposit. We have admitted there was less than acceptable communication throughout this process on our part. This has led to ******* cancelling the contract with Carter Exteriors. Even though we can't return the materials, we have decided the right thing to do is give a full refund to the customer considering the circumstances. We have come to an agreement with the customer to cancel the contract and refund the full deposit by the end of August.

  Customer response

  08/20/2024

  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.   We have set a date of refund of funds by 8/27/24. We will be satisfied if all is concluded by then. Regards, ******* ********

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a full roof replacement with Carter Exteriors on January 04, 2022. The business was notified of lifting of deck boards and shingles in 2022. Jim, the project manager, and his crew eventually came down to fix the roof on June 09, 2023, but the repairs were so extensive for them to not be able to any of the repairs at that time, and for their needing to come back to redo more than about 60% of the roof after acquiring more shingles that they needed to obtain. Austin, the owner, had promised in his August 07, 2023 e-mail to me that he would reach out to me within a week of August 07, 2023 as they now had access to the shingles they needed, but the business never contacted me back, and Austin now won't address any of my e-mails, that he has always been kind to do for replying in the past. It's been 5 weeks without anyone from Carter Exteriors attempting to reach out to me for a date for the extensive problems that need to be fixed, when the roof was supposed to be done on or before August 14, 2023. Austin promised in his e-mails that they'd rectify all these issues. I'd appreciate Austin to have his crew get to our repairs quickly as the guys at Carter Exteriors even know how that we have had to wait so long, for a roof that even looks like flowing crested ocean waves scattered all throughout parts of the roof. It now does not look nice as a new flat sitting roof should, much less the roof being now susceptible to eventual leakage and mold inside the home. And the roof is less than 2 years old. The walkers who walk by and the neighbors across the street even comment on it. It's like we have always been in the back of the line, with little to no priority. Thank you.

  

  Business response

  09/25/2023

  Hi ******,As we have previously discussed, the shingle color needed to repair the roof is not made any longer. I have had to order shingles from multiple supply houses to obtain enough shingles to re - roof the effected area.  Some of the shingles have come in and at one time we were told all of the shingles came in but when I tried to schedule materials delivery, I was then told a portion of them were sold to another contractor that needed them.  So we are currently still waiting for the replacement shingles.  I promise that as soon as we have the needed materials, we will be able to do the work in a matter of a few days. 

  Customer response

  09/25/2023

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

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Check# *** for $575.00 paid to ****** Exteriors on 09/09/2022 as a deposit to repair roof damage and replace leaky skylights. Job estimate total price $5,750.00: ******************************************************************************************* * was told the job should be completed in 2-3 weeks, worst case 5-6 weeks. The job was never completed, or started. On Dec 30th 2022 I texted Erik ******* asking when the job would be performed, his response: “I spoke with out production manager yesterday on it actually because he was trying to confirm the area being done so I’m pretty sure as long as the sky lights are finally in, they will most likely do it next week but I will confirm Monday for ya” No confirmation, but they sent someone named “***” out to re-measure the skylights in January to make sure they ordered the correct size. He said he would text me within 2 days to let me know, and if all was well, the job should be completed within 2 weeks. Never heard back. Texted Erik and *** again Feb 14 2023, no responses. I messaged ****** Exteriors via their web site on April 27 2023. In response I received a text from Austin ******: “****, we have your scheduled for the end of next week. everything is weather pending currently do to all the rain in the forecast” Apparently it’s been raining non-stop since April since they have yet to show up and do the job. On Monday August 28th 2023 I again messaged ****** Exteriors via their web site to state the obvious, namely that they had no intention of ever doing the job, and as such I requested my deposit be returned. I received the following response from Austin ****** via text: “This is Austin ******, I’m very sorry this has happened but it appears this job slipped through the cracks. I will return your deposit in full to you this week with my sincere apology. Please let me know you received this message” On Wed Sept 13th I texted Austin ******, stating that I have not received my deposit. No response.

  

  Business response

  09/25/2023

  Hi ****,I'm sorry for the delay. I will have someone drop off the check to your home by this Wednesday evening. Sorry for the delay 

  Customer response

  09/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    It's 8:00pm Thursday 9/29/23, no deposit check was dropped off to my address as promised yesterday, Wednesday 9/28/23. No communication from ****** Exteriors.  Regards,  **** ******   

  

  Business response

  09/29/2023

  Hi ****I stopped by the  bank today and grabbed a bank check for the amount of your original deposit. I will slip it in your main box on my way home this evening. Thank you for your patience 

  Customer response

  10/02/2023

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

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had hired Carter Exterior to replace my roof in September 2022. The job site supervisor had requested the money before the job was completed. Told me he had another job to go to and need it now. I made the check out and he left. I had not gone in my attic until the next am. (I have many pictures) I had to clean all the old shingles and debris in my attic at which time I noticed day light at the eaves on the east side and many areas on the west side of the house. I Contacted them which I have dates and emails. I was told be the sales person (Matt) to get spray foam and "Just spray in those areas and should take care of it.". He laughed and said he could have his daughter in the narrow area and do. This did not sit well with me. I then called the Office and Jim K*** came to look it (Dec 16,2022). He said he would fix in early spring (March)and to this date I have only poor excuses from him. If they can't or won't.... Pay or fix it. I do not want bees or other insects into my home. I paid for the job. Now make I right. I have txt, which I will be sharing w my lawyer. Also the Eaves on the west side of the house are incorrect. Replaced wrong....

  

  Business response

  06/07/2023

  Hi ***,After reading your complaint, I have spoken to Jim and I would like to send a team out tomorrow to take care of this issue right away. I'm very sorry you have had to wait this long for a service to be taken care of.  I will make sure all of your issues are attended to and rectified to your satisfaction. Please reach out to me directly if you have any further issues.  I will have someone from the office contact you today to get permission to access the property. My apologies, Austin C*****************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Had windows installed in November. One window was cracked during install. Was told the replacement was ordered THAT DAY. Months later, I am getting hounded to sign paperwork for a job that was not complete. My bedroom has a piece of rotting wood above the window, which they put in, I had to caulk multiple windows myself because they just decided to leave the cracks and gaps open, and to this day have a cracked window in my bathroom from installation. Not only have I been told it's been ordered 3 times now, I am now getting no response. I honestly just want to start over somewhere else. I am unhappy.

  

  Business response

  04/14/2023

  Hi ********,The window was cracked before we received it from the supplier. As we previously mentioned, the replacement has been ordered and will be replaced at no cost to you. We buy our windows through *** ******* They handle all warranty and service items on windows directly, I have no control over how long the process will take. I will call again today and see if I can get an update for you. If you wish to contact our *** ***, his name is **** ***** *************** **** personally ordered the replacement sash and is my point of contact for all my material orders and deliveries. The Issue with your window frame and siding really has nothing to do with the installation of a replacement window as the replacement windows are installed inside the existing windows sash opening. I offered to take care of this for you as a courtesy to you as our customer. I do apologize for the delay and I will make sure the issue is handled within the next week. Thank you for your patience 

  Customer response

  04/14/2023

  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.  Regards,  ******** **** 

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contracted with Carter Exteriors September 2021. We were supposed to have our roof and windows replaced. We financed the project through a finance company and released funds for the roof and windows. The roof portion of the job went "ok". After the roof portion of the job was done Carter Exteriors stopped communication. The company would not respond to phone calls, emails or text messages to our project manager Jim K***. To this date I am owed $3460 for the balance of funds that was paid to Carter Exteriors for services that have not been rendered. This has been a horrible experience as far as dealing with a contractor. I don't think a company could have any worse customer service. As far as I am concerned their business practice is criminal in action and intent and may warrant a filing for "theft of services". At this juncture I am seeking the return of $3460 to me and wish to cut any ties with this company completely.

  

  Business response

  02/14/2022

  We have been in contact with **** and ******* ******* many times through phone, text, and email.We replaced the roof on their home and they were very pleased. We also originally agreed to replace 11 windows on their home and eventually they asked us to replace an additional window for a total of 12 windows.  The ******* accepted our initial agreement on 9/30/21.  We replaced the roof on 10/22/21.  At that time the details of the window order were finalized with the customer but they failed to sign our  window agreement until 12/21/21.  We placed the window order with our supplier and the windows have not come in as of today.  The window order had an expected delivery date of 1/31/22 but have still not been shipped to our supplier.  We are told that they should arrive soon and then we will schedule an install date with the customer. The ******* financed part of the project with one of our finance partners. The total cost of the windows and roof replacement was $21,373.00We replaced the roof and ordered the windows. The cost of the roof was $14,790 (labor and materials), the cost of the custom windows is $4,676.77 (materials only), for a total of $19,466.77 - We then processed the financing with FFC (with the customer's consent) for $18,250.00 leaving a balanced owed for the roof and the custom windows of $1,216.77 , not including the $1,906.23 that we will invoice for installation labor at the completion of the project. All windows are made custom and can not be returned for a refund unless there is a fault of the manufacturer or the windows are damaged during delivery. The ******* are frustrated with the amount of time the window production is taking. We have been in contact during the whole process.  We have explained to the ******* that if they wish to cancel they would still be responsible to pay for the custom windows they have ordered in full and we will deliver the windows to their home and they can do with them what they wish. As stated before, The customer still owes us $1,216.77 towards the custom window order (not including installation costs). I am happy to provide a copy of any paperwork at your request. We have already provided the customers with digital copies of everything.  

  

  Business response

  02/17/2022

  In response to all concerned: I would like to first say that after reviewing all the information and after speaking with the customer I can understand his concerns and apologize for any inconvenience we may have caused. After the completion of the roofing portion of our agreement the communication was less than desirable. Production of replacement windows has slowed to a snails pace and the longer than expected wait times warrant more contact with customers than in years prior. As a company we will work very hard to correct this matter with the customer and increase the level of our communication moving forward.Mr. ******* has agreed to let us complete his project and I am excited to get his windows installed in the very near future.Thank you, ****** ******

  Customer response

  02/17/2022

  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.  Regards, ******* *******

*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. ↩