ComplaintsforZZ Xteriors

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my roof and siding replaced by this company in 2015 & was given a 10yr warranty on their work. It is still leaking in the original place in which I got this replaced for plus now another place. The owner has sent guys over a few times claiming to fix the issue and it has yet to be fixed. Now that it is leaking in another place, he has since stopped answering/ returning my calls & messages. I have had a different contractor come look & was told that ZZXteriors did a horrible job & cut a lot of corners. Was told that the only way to resolve my problem is to get another roof replacement but this time done correctly. At this point, I would like my money back so I can have someone do the work right. The damage in the interior of my home from this is ridiculous.

  Business response

  03/15/2022

   There was a miss communication. We actually did go out back in October when she messaged us.  We thought the problem was fixed.  When we didn’t hear anything else. My guys go into the bank she works at every week. And nothing was said. Since the complaint we have gone back out and hopefully remedied the problem. She has my direct cell phone number now so she can stay in direct contact with me. 

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ZZXteriors installed a new roof on our home in October, 2019. The total cost was $32,028.81. They committed to tear off, dispose all debris on a high steep roof with limited access, install new white drip edge, synthetic Rhino felt paper, ice guard along eaves, valleys and new pipe boots, install Owens Corning True Definition shingles storm nailed with 6 nails, install venture ridge vent shingle over style, with a 10 yr. warranty. The installation took 9 days, finishing in the dark on the last day. Gutters were clogged and debris was everywhere. Leaks in the dormers and chimney ensued. Their remediation was to caulk the leaks. During one attempt, a worker fell through the attic floor. They left the drywall, insulation and a gaping whole for me to clean up. They paid for subs to drywall and paint. The drywall installer stole a prescription drug from my bathroom. Leaks and clogged gutters continued. Roofers came with sealer during a hail storm. After multiple failed attempts, we enlisted another contractor who we paid $2,645.12 to fix the leaks in the dormers. We then engaged a structural engineer to evaluate the entire installation. Of note in the report was areas of excessive shingle exposure, step flashing not installed along dormer wall/shingle juncture, improper clearance btw. edge trim and shingles, OSB /frame staining, drip edge was not installed at all, starter strip shingles were not properly installed at eaves and rakes, main valley cut shingles were not properly sealed to underlying shingles, buckling shingles, damaged gutter not replaced. After 2 failed attempts to send the report to Chris G via certified mail, I hand delivered it to the office on 1/25/21. His response on 3/24/21 listed steps he was willing to take for remediation. At present, only the dormers have been addressed. I have months of texts, e-mails, calls not responded to. Chris G's communications have been largely unprofessional, insulting, and lies. I can provide detail.

  Business response

  01/28/2022

  In response to Mrs. ******'s complaint please see the following.
  
  Mrs. ****** had a claim through her insurance company for wind damages. The scope of the work was to replace the roof surface coverings
  and repair interior water damages. Access to the roof was limited to one gutter line above the garage due to the steepness as well as 
  landscaping, decks and metal surfaces on the roof. One gutter was damaged during the repair which we have previously agreed to replace.
  After the roof was replaced Mrs. ****** called to state the roof was leaking. We sent out our crew leaders who determined it not to be 
  leaking on the roof surface but the chimney itself was leaking. We advised the customer of the findings. 
  The customer advised of another leak in the home in the foyer area. We sent our crew leader and a laborer to find the leak and advise.
  During that time our laborer mis stepped and damaged the ceiling. We advised that we would pay for the damage, which we did. ****** ******
  ******* repaired the drywall. *** ***** ******** completed the painting after the drywall was repaired. Mrs. ****** then had contractors at her home to address the leaking at the chimney and the dormers. It was determined per their report that the chimney cap was leaking and the dormer window flashing/trim was leaking. This confirmed our findings that it was not the roof or the work that we had performed for the shingle replacement. This was done by ********* ********. Mrs. ****** did in fact pay to have her chimney cap fixed and the dormer windows/trim repaired. Further their report had photos, again supporting our findings that it was not our work that caused these construction issues. The insurance company mistakenly wrote for drip edge to be applied to the home, even though they have cedar fascia. We did not apply drip edge to the rakes or eaves as it would create rot since the rakes and eaves are not wrapped in metal. We applied the money for the drip edge from the insurance company to ice guard in the valleys and along the wall transitions. We advised Mrs. ****** we would reimburse her for the drip edge written by insurance as an effort to compromise. Mrs. ****** then employed the use of an engineer. We reviewed that report as well. We responded to Mrs. ****** in writing explaining what we will do to remedy. The following was explained to the customer: We advised we would correct any over exposure issues; we would seal any stained osb in the attic from water intrusion and replace any osb that was compromised, we will reimburse the Mrs. ****** for step flashing and counter replaced by ********* ******** and replace the gutter damaged. We explained the chimney flashing would need to be replaced by a qualified mason as the step flashing around is mortared in and the lower course of stone on the chimney would need to be taken off. We have agreed to reimburse Mrs. ****** for that as well. All parties agreed to the remedies as outlined in our correspondence. We sent out our two crew leaders to remedy as outlined. All work was complete except the gutter and the customer thanked us for sending them out. We have not backed out on our promise to the customer, advised they have a ten-year workmanship warranty and confirmed we would be out to replace the gutter over the garage.  Not only have we responded to the customers inquiries, but we had also confirmed that the areas of leaks were not due to our workmanship or the replacement of the roof but were inherent construction issues in the dormers and a leaking chimney cap. These issues were not covered under their insurance and the customer paid ********* ******** to correct issues unrelated to a roof replacement. 

  Customer response

  01/30/2022

  The response contains inaccuracies regarding the sequence of events, the existence of cedar fascia on the home, roof access, cause of gutter damage, supporting documentation from other contactor, among other issues.  The inaccuracies are just an observation on my part.  What the contactor fails to recognize is that the roof installation was completed on July 17, 2019 and we are still addressing issues as of today, January 30, 2022.   Out of sheer frustration, we accepted the remediation response drafted by Chris G**** on March, 24, 2021.   We initiated texts on June 28, 2021 asking when they would begin work on the items they had committed to.  They came on September, 9, 2021.    During that time, they never reached out to us with a status.  We checked in periodically and accepted every explanation understanding the supply chain issues could impact their ability to perform the work.  These excuses are called into question, however, when we were told in June that getting the gutter was not a problem but to this day, it has not been replaced.  I would prefer not to have been offered reimbursement for work that was committed to but not done properly.  A reimbursement will not take away my serious concerns about the integrity of the roof installation.  Note, that the reimbursements committed to on March 24,2021 have not been made as of January 30, 2022.  In fact, nothing other than the dormer repair has been done.  We are in year 3 of our 10 year warranty and ZZXexteriors has been an absolute nightmare to deal with.  The owner committed to be on site for the dormer repair and did not show up.  His his own employees, Chris P******** (Sales) and "Pappy" (Crew Leader) have made comments including "this job was not done up to my standards", "I don't know what those guys were doing" (when discussing dormer and chimney shingle installation), "caulk is only gonna last for a few years" ( when discussing leak remediation).  While Chris G****'s response presents as factual and alludes to him doing everything he can to make me happy, it only scratches the surface of the reality of the situation.  I used this company only because they were recommended by the **** Insurance adjuster, **** *******.  I did not know at the time that she and Chris P******** had a previous professional relationship.  I truly regret not vetting this contactor further.  This is my first Better Business Bureau complaint and by far the worst contactor that I have ever dealt with.  When you are told in writing by Chris G****, "Wow we do plan on doing the gutter.  But I guess I'll have to respond to the BBB first", as a consumer, you are helpless.   

  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. ↩