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Complaint Details
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Initial Complaint
01/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contracted with Nortex Fence and Patio to replace my patio and patio cover with a new patio and screened porch in May 2023. The project ran long and had many interruptions along the way, most stemming from poor communication from Nortex. Work was finally completed, and I paid the balance in full late September. At that time there were a few issues that Nortex committed to resolving, including:Patio cover leaking where cover joins house roof Rain from patio cover does not drain into the gutters they installed, but rather drips between the screened room and gutter. The rain never makes it to the gutter to drain properly.Additionally, concrete has now cracked around the drain head of the French drain they installed, this started late October and reported to Nortex.Nortex has sent crews out to address the leak several times but as of today, it is raining and the roof is still leaking. No attempt has been made to address the gutters and ensure rain drains properly. I have been told multiple times that they are working to get a crew scheduled, but it has been going on for months now. *** also been told multiple times that the concrete crew would be out to address the crack and given specific dates they would be out, but they never show. I have also called the office and left messages on three occasions over the last month (the last two messages were left specifically for ****, who I believe is the owner), and Ive not been called back yet. These do not seem to be major issues, but they are not making this a priority to resolve. I believe they have my money now and they are not concerned with addressing these issues, but rather keep sending me a random text here and there to string me along.Business response
02/05/2024
We fixed the concrete issue already. Currently scheduled to address leak on cover. Should be finished within 2 weeks. We are in communication with client and things are in motion.Customer response
02/06/2024
I am rejecting this response because: Nortex has completed the concrete work as mentioned, but I have heard nothing regarding the roof leak and gutter issue, they have NOT been in touch with me on these matters.Customer response
03/14/2024
The work is STILL NOT COMPLETED. Two guys came out a few weeks ago but didn't understand all that they were here to do. They knew nothing of the gutter issue, nor the OTHER leak at the back door to the yard. I explained to them what needed to be done and they said they would come back out the following weekend to take care of everything, but as usual, they never showed. The project manager, after I texted him for an update, said he would have a crew out in a couple days of the text, but yes, again, no one shows. This is the game we've been playing now for months, I pretty sure Nortex has no desire to take care of the issue and TRULY fix the problem. I finally got tired of waiting and fixed the gutter issue myself. $13 worth of drip edge from ********** and that problem is solved. Seems like Nortex could have done this months ago, but here we are. We had pretty heavy rain last week (more coming today) and the porch leaks more than ever. They need to fix this issue and stand behind their work. I was told there is a lifetime warranty on workmanship, which I'm thinking a ***** roof is all workmanship, but at this rate I have NO FAITH in any warranty from them. This is beyond ridiculous.Business response
03/19/2024
NORTEX has completed all issues and complaints as of March 18, 2024. We have come out of pocket $3900 to resolve a leak issue. It turns out that the leak issue is not because of work performed by NORTEX. It is a faulty/old roof shingles on the home. All of the shingles are extremely brittle and have very little tar to adhere them to one another. The valley in the repair section of his roof is in bad shape. We have paid for this repair to avoid any more complaints and issues from this client. There should be no Need for further work to be performed. We have gone above and beyond our commitment to this job to ensure that a leak does not persist.Business response
03/19/2024
See attached picturesInitial Complaint
08/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Nortex replaced our fence and retaining wall last October (contract attached). They subsequently returned to stain both in December. In the course of their work, several issues arose (supporting images attached): 1) A portion of the retaining wall along the side of the house was never stained. 2) A drain was moved / closed off by the fence during the fence construction. This drain was placed to prevent house flooding, and previously drained out at the driveway (you can see the green drain cap near the driveway in pictures below where the drain used to exit). We have tried to contact Nortex several times over the last 6 months (emails attached) without success. We have at times received acknowledgment by email, and even received a phone call at one point, but no one has yet come to the house to review or resolve the issues. We are seeking remediation of the above issues. Alternatively, we are happy to have the issues remediated on our own if Nortex is willing to cover any incurred charges. Thank you.Business response
10/26/2022
Business Response /* (1000, 7, 2022/09/06) */ Contact Name and Title: ****** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ****@nortexbuilders.com Nortex Fence & Patio had a miscommunication on whether the stain on the wall was to match the fence. Because they are in two different areas. This matter will be addressed and corrected this week. We are not a drainage company and never claimed to be. We will make an attempt to correct the drain to have it exit correctly. This matter should be 100% resolved by end of day Friday September 9, 2022. Consumer Response /* (2000, 9, 2022/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They came out and completed the work. Thank you.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.