Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:06/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted them to get a estimate for my roof and I went with them because they seem professional seemed like they knew what they were doing and I was told whatever the insurance would pay to me they would fix my roof for it even states it in my contract underneath the notes per insurance proceeds. The employee **** told me this on my front porch also well when I sent them to stuff I finally heard back from **** about three days later he said no they could not do that for the what my insurance gave it to me because he thought I was gonna get depreciation value back from my insurance so he said I would have to come up with the rest of the money. I would not get it back after speaking with my insurance because of how old my roof is. The lady from the roofing office called me she looked into it she apologized for what happened said it was a misunderstanding but they are in breach of contract it was written and it was verbal and right now I’m stuck with the roof because they won’t hold their end the contract that I have. Now I gotta look for another roofer I feel they lie to me I feel they should be held to what they said to me so I’m following this complaint because they are in breach of contract with me thank you
Business Response
Date: 06/08/2023
This complaint is unfounded. It stems from the homeowner not understanding her homeowners insurance policy. Her insurance company refused to pay for her to get an entire new roof due to the roof’s age and instead would pay $3,000 due to non recoverable depreciation. The customer expected Exteriors Plus to provide her with an entire new roof for $3,000, which is impossible and not what was agreed to. Exteriors Plus agreed to complete the scope of work that was paid for by the insurance company – which in this case was extremely minimal. Exteriors Plus tried repeatedly to explain to her that her insurance company would not pay for a new roof and Exteriors Plus could not provide an entire roof for $3,000. The customer was steadfast in her position that she wanted an entire new roof. She will be in the exact same position with any roofing company she hires.Customer Answer
Date: 06/12/2023
I am rejecting this response because: because I knew what my insurance policy said and I even spoke to my insurance company they explain to me how my ACV works actual cash value I repeatedly asked **** about replacing my roof and he said for whatever the insurance pays me that’s what they’ll fix my roof for I have a contract stating the exact same thing they should be held liable for their contract because now I have to pay full price for a roof because of them I had to go somewhere I went with them because they made me think they were going to fix my roof replaced my roof for whatever the insurance sent me that’s what they told me that’s what my contract states I understood what my insurance policy said it’s the claim and I’ll tell you exactly I will put it in practical terms: for example if my roof cost $10,000 fixing the insurance sends me 5,000 I’m gonna have to come up with the other 5,000 minus my deductible I knew that but that’s not what they said exteriors plus roofing said they would fix my roof for what the insurance sent me I sent you a photo of the contract it says it note per insurance proceeds it didnt say nothing about receiving depreciation value, and they didn’t say nothing about depreciation value that is not my fault. They are trying to get out of what they promised me.
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