ComplaintsforClassic Exteriors Inc.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: We met with the salesperson for Classic Exteriors on 9/9/2022 to get a quote for a new gutter and to replace 8 windows. When Eric from Classic Exteriors came out to give us pricing we were determined to keep the payment for the gutter work separate. That is why I paid $1800 when the gutter work was completed. It was never my intention to combine the gutter work with the window work because I intended to pay for the gutter work separately which is what I did. Classic Exteriors has used the $1800 towards the purchase of the windows and gutter work which was not my intention as so stated above. In addition, when I received the contract from the bank it was in the amount of $20k and I never signed the contract and the reason being is that I did not need that amount of money to complete the work. Signing a contract with Classic would have obligated me to pay for something that I did not need. I have been contacted by Classic Exteriors attorney to pay for windows that I did not receive. Classic has refused to send me the email thread where I supposedly sent back the signed contract. This is in addition to the other complaints I have. Your thoughts on how I can bring this to closure with Classic Exteriors would be greatly appreciated. Thanks, ********** ******

  

  Business response

  01/23/2023

   "It was never my intention to combine the gutter work with the window work because I intended to pay for the gutter work separately which is what I did."

  The customer claims she never intended to purchase gutters and 8 windows at the same time, and yet that is exactly what she did. Not only did she sign a contract on 9/21/2022 to order 8 custom windows for her home, she wrote a check that day with the words "gutters and 8 windows" in the notes section on the check. In addition to the check and the contract signed on 9/21/2022 with our salesman, On 10/1/2022 she signed the measure re-check page that we send to the manufacturer to order the windows.

  "In addition, when I received the contract from the bank it was in the amount of $20k"

  The customer claims she received the contract from the bank approving up to $20,000, of which $6245 was actually needed to fulfill her obligation of the contract. She was approved for more simply signifies she was approved up to $20,000

  "Classic has refused to send me the email thread where I supposedly sent back the signed contract"

  She claims she never received the email thread - attached is the thread

  We have 8 custom made windows she ordered that were made to fit her home. We would be willing to reduce contract by $1200 (8 windows X $150 labor per window) of the $6,245.00 owed seeing as we have not yet installed her windows and we will deliver them to her home where she can find another contractor to install them. 

  Our offer is for her to pay us $5045 ($6245-$1200 labor not yet incurred) and we will deliver her windows or she can pay the full amount of $6245 and we will install her windows. 

   

• Initial Complaint

  01/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 29 September, Classic Exteriors contracted to create a 30 inch side entry doorway into my garage. They agreed to begin the work within the month estimated as a 27 October 2022 start date. The job was estimated as a 3 day effort including rough drywall finish. They agreed to finish the effort however at not later than 31 December 2022. They took a payment of $2259.97, which was in excess of 30% (let alone the agreed to 25%) they said was required as a deposit and I never heard from them until I contacted them on 12 Dec. I requested a full refund if they were going to not meet their agreed to 31 Dec date. I got a call back a day later on 13 Dec and was told refunds were not given, “it’s not how we do business”. I was then told drawings were completed and a building permit already issued. However, in further conversation Classic Exteriors then admitted they did not know the electrical code requirements for New Albany and that there was no permit yet. Without code knowledge, there could also not be competent drawings. Then Classic Exteriors blamed the delay on receiving a door on supply chain issues and that if they ordered a door on 13 Dec (2.5 months after contract award) it would be in on 24 Jan. In our conversation I repeated to them three times that my home was built with Jeld Wenn doors from **** ***** and that I had already checked and discovered there were 3 doors identical to the one required for the job on the shelf at the HD 3 miles from my home. Classic Exteriors tried to change the subject each time and said “they would look for a door in Grove City”. They promised to call me with a progress report within 2 days. No call was ever received. I checked HD again 10 days later and the still had the 3 doors on the shelf. There was NO supply issue.

  

  Business response

  01/05/2023

  On September 29th 2022 Mr. ********* hired us to cut an opening in his garage wall to install a custom ****** 30” X 80” door. This project is more than just a simple door replacement. It requires a structural modification building permit. It also includes a composite 4x4 landing and a step up on the inside. We must cut the exterior wall, install a double 2x12 header above the door to carry the weight of the roof above, then frame out the sides with king/jack studs, cut the siding, then install j-channel and brickmold on the outside, and finally trim the inside with interior casing, primed only casing.
  We explained to him the building department will require an exterior light on the outside and a switch on the inside. Mr ********* said there was already a light in the vicinity of that door, which there is. If the building department agrees, a new light wouldn’t be needed. We made sure to specify in our contract: “Side of garage already has exterior light. No electric work will be done in this agreement” Exterior  light, wiring, and switch would not be included or charged for to Mr *********. If the building department says different, then we can always do a change order to add one later. He said that was fine and agreed by signing the contract.
  Mr ********* requested the door to swing outward. ****** is a custom manufacturer that makes every door custom from the ground up, so if that’s what he wants, then ****** can make it. Most house entry doors swing inward so the hinge pins are located on the inside of the home. This is another factor which makes this a custom door.
  
  Mr ********* signed a contract on 9/29/2022 (See attached) and paid a deposit of $2,259.97 (1/3rd) on his credit card and signed the credit card receipt (See attached). 1/3rd deposit is standard for any custom remodeling project.
  We give our customers the courtesy of an ESTIMATED start date and an ESTIMATED finish date. Typically, a job like this signed at the end of September 2022 would take 9-12 weeks between ordering the custom door and installation/inspections. Once we have all material and permit, it would take 3-5 days depending on how quickly the building inspector gets to the job to sign off on the 2 inspections, framing and final inspections. If electrical work was included in our contract, there would be an additional electrical inspection. 
  
  On December 13th we received a call from Mr ********* saying he wants to cancel his contract and would like a full refund because the contract says the estimated completion date says 12/31/2022. He claims there’s no way we would be done by the 31st so he wants his money back. We explained to him that’s not how we do business. The estimated start and finish dates are a curtesy so the customer can schedule their personal life around what we think the time it will take to get the materials and approx. time it takes to finish the work once start. Many of our competitors don’t offer this courtesy. ESTIMATED start and finish dates are not in our contract to give the customer a valid reason to cancel just because we are outside those dates. In our contract directly below these estimated dates explains that events outside our control like supplier shortages, labor strikes or disputes, bad weather, ect… may change the estimated dates. Besides, it was only Dec 13th. We still had 2 weeks according to the estimated dates.
  Our salesman did make a mistake when he entered the dates. He entered the start date would be at the end of October and the work completed at the end of December. There’s no way us, or any contractor, could get a custom door in 4 weeks, but because the estimated completion date was 9 weeks from when the contract was signed, we felt we might be finished by then based on one we just completed. (see attached of comparative contract and job photos)
  When Mr ********* called on the Dec 13th we called ****** to get an update on an expected arrival date. On December 16th ****** reached back out to tell us due to supplier shortages Mr *********’s door has placed on inventory hold until mid February 2023. (See Attached)
  We explained to Mr. ********* that due to shortages the door would take longer than we anticipated. That’s when the discussion of getting a door from a local box store like **** ***** began. There are a few things to note:
  1st ****** will charge us for a custom door canceled after being placed into production even if the delay is their fault. We have been able to negotiate a reduction of cancelation fees and in this case we believe we certainly can. We believed it so much so that offered to take responsibility financially for any ****** cancelation fees if Mr. ********* was willing to change from a ****** door to a Jeld-wen door as he stated in his complaint. This option is still available for discussion.
  2nd ******** doors come primed only and would have to be painted. The ****** door had factory paint. We are not a painting company, but we offered to Mr. ********* we get a door (******** or similar) from a big box store and have one of our technicians paint the door in our warehouse first, then after it dries, we would install it. This option too is still available.
  3rd There is the outward swing door option issue. The big box stores may have a 30” door in stock, but only primed, and only inward swing doors (for the reasons I mentioned above)
  If Mr. ********* would be ok with an inward swing door, we can certainly install it.
  
  In the complaint Mr ********* mentioned the issue about the electric light. Mr ********* and Classic Exteriors had an agreement in writing that electric light and wiring would not include any electric light, wiring, or switch. The New Albany Building Dept may still come out and say the exterior light that’s currently there is sufficient. I that case no new light would be needed.
  (From the complaint: “However, in further conversation Classic Exteriors then admitted they did not know the electrical code requirements for New Albany and that there was no permit yet. Without code knowledge, there could also not be competent drawings.”)
  Yes
  
  As I mentioned before, we just finished a comparative door cut in job just like Mr. *********’s days ago. The project was contracted 10 days after his and completed in mid-December. That customer also had a light already and the inspector came out and said we needed to add a light and a switch. We would not have been able to get that far unless we had drawings, structural permit, an inspector assigned to the project.
  Adding a light and switch to a permit already pulled is a simple phone call and fee.
  
  The only conversation Mr ********* wants to have has been for him to receive a FULL REFUND. Mr. ********* was given, and he signed, his 3 day right of recission (see attached) in which he did not cancel.
  We are still willing to work with Mr ********* by offering to:
  
  - Cancel the ****** door and CLASSIC EXTERIORS will pay for any cancelation fees- NO EXTRA CHARGE
  - Instead, we will install a ******** or similar door from a big box store instead - NO EXTRA CHARGE
  - We will look for an outward swing door, but if none are found because they are special order Mr ********* would have to agree to an inswing - NO EXTRA CHARGE
  - We will transport the door to our warehouse, we will pay for the paint, we will then pay our technician to paint it - NO EXTRA CHARE
  - If the building department requires a light and switch, we will send an electrician out and pay him to install it - NO EXTRA CHARGE
  - Hardware such as doorknob and deadbolts do not come with Jeld-wen or big box store type doors. Hardware is sold separately. We will pay for the hardware and install it - NO EXTRA CHARGE
  - We will then install the door as agreed in the contract 
  - OR he can wait until the ****** door is complete which now looks like end of February and we continue as originally planned - BUT we will still cover any electrician costs as described above
  We believe these terms are more than fair 
  If agreed, these are our terms:
  - Mr. ********* must honor the payment terms originally agreed to ion the contract $2,259.97 Deposit which had already been paid $2,259.97 Due upon arrival with door in hand upon start of work, then $2,259.97 Upon completion of all work and successful PASS INSPECTIONS from New Albany Building Dept
  - Door warranty from ******** is not the same as ******. We will honor our lifetime installation/workmanship warranty, but if Mr ********* has any door issues, he must deal directly with ******** on warranty.
  - We will paint the door in a professional manor, but we are not a painting company and will not warranty the paint. Any paint issues would go directly to the paint manufacturer warranty.
  - We will not warranty the electric work, but the licensed electrician we pay and send out there will warranty for 1yr which is customary

  Customer response

  02/06/2023

  I accept the business's response to deliver the door and permit at no further cost to resolve this complaint.
  Regards,
  
  **** *********

• Initial Complaint

  09/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In September 2021, I contacted Classic Exteriors, LLC to install a backyard patio. On September 24, 2021, I was approved for financing through **** ******** Inc for $24,727, with a monthly payment of $253.62 and with 15 years (180 number of payments ). I have an HOA for my community and all home improvements must be submitted to my HOA and approved by my HOA before the commencement of project. My HOA never approved the project so the installation of the patio was never started, so the funds approved by **** ******** Inc. were never used. On September 13, 2022, Rick of Classic Exteriors contacted the **** ******** Inc. company to draw up a new loan application because it has been over 1 year (September 2021 to September 2022) from the old loan application. The new loan is for $32,334 with a $2842.16 monthly payment and with 12 number of payments. According to the new loan application, I’m expected to pay alomost $3,000 per month for 12 months. My gross monthly income is $8000, my net monthly income after taxes is much less. I can’t afford to make a monthly payment of $2842.16. I signed the NOTICE OF RIGHT TO CANCEL. The NOTICE OF RIGHT TO CANCEL states “If you cancel by mail, you must send the notice no later than midnight 9-16-2022.” to cancel the loan application because based on my income, I can’t possibly pay $2842.16 in monthly payments. I signed the I WISH TO CANCEL clause of the loan application on September 16, 2022. On September 16, 2022 at about 5:00pm, I sent the copy to both Rick and Eric ******************************) of Classic Exteriors, LLC email addresses and to Aqua Finance, Inc email address (aquafunding@aquafinance.com). Rick of Classic Exteriors is sending me threatening emails about paying for expenses of supplies. As far as I know, The ***** ******* *** never approved the project. If the HOA never approved the project, the patio can’t be installed. Why would they buy supplies for the project without approval from the HOA?

  

  Business response

  09/19/2022

  We would like to extend our deepest apologies. The computer that generates that paperwork clearly did by mistake. **** ******* has a default start from 12 month loans all the way to 180 months loans . The loan term wasn’t selected properly. The loan documents have been canceled and we would like the opportunity to redo the loan paperwork for the correct term of 180 months. 
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Description: On 4/18/2020 consumer contracted with Classic Exteriors to have a patio and deck installed. Consumer stated when the patio was poured, someone walked on the patio and footprints dried in the new concrete, the lines were not completed and the concrete in the back is crumbling. The contractor stated he would pay for the patio to be repaired and resealed. Consumer also had to pay $800 for removal of gravel left on her property by Classic Exteriors. Consumer stated the contractor is not responding to her to complete the job. Cost of job was $21,300. Supplier: Classic Exteriors **** ***** ** ***** **** ********* ** ***** ************ 

  

  Business response

  08/19/2022

  We set up and paid a new contractor to completely repour the concrete
  They are currently working on it as I write this email. You can also see she relieved us from future liability 
  Let me know you received and we are good please

  Customer response

  08/22/2022

  8.22.2022, BBB received vm from ***** ******* stating that Classic Exteriors repaired her patio and her complaint can be closed resolved.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired and paid a deposit on Oct. 13, 2021 with an estimated finish date of Jan 13, 2022. We were told the job would take 9 days to complete. They started the job in early February and as of today Mar 18, 2022, it is still unfinished.

  The company has left my pool area unsecured, which is a safety concern with elderly animals and two toddlers. When I told Rick W**** (via email) this was a concern he verbally told me that it's my problem. This area has been unsecured for weeks and we are unable to use our deck for backyard access.

  On March 15, 2022 Rick W**** came to my home for the first time after weeks of the sub-contractors working on the project. He discussed how his company no longer sells our deck material. The sub-contractors didn't seal the boards as promised by the sales person, Mitchell. When we asked Rick why that was not being done he said it wasn't necessary. I referred to the manufacturers installation guide, which clearly states that a sealer is to be used on cut areas. Because sealer was not used and the materials have sat in the outdoor elements, the boards have started to swell.

  We have included the following:

  the original contract; video of the pool area exposed and not secured; the remaining boards and the defect.

  We have attempted to communicate (first concern made Dec.23, 2021 - regarding permit not paid for at Fairfield county) our concerns with Rick on numerous occasions for this project on our home.

  We have included, screen shot texts messages, and video with audio. We can provide more upon request.

  We are requesting a full refund of our deposit. We will need to secure our pool area for the safety of our children and animals out of our pocket. We do not wish to continue business with this company or its subcontractors as we concerned that the job will not be completed to reasonable industry standards. Please see attached video, screen shots and photos.

  

  Business response

  03/23/2022

  We are willing to offer a one time only settlement. We will release the ****** from our contract if they pay us $20,000 of the almost $40,000 balance due had the work been completed. If the ****** are satisfied with this offer we agree any left over material would be property of the ******. We also agree not to place a mechanics lien on the property. In addition to the $20,000 settlement, we would be released from any current future service or warranty issues and ask the ****** agree to mark this BBB complaint as settled and not to slander Classic Exteriors or any of its employees or otherwise on any social media platform. The $20,000 settlement will be paid to Classic Exteriors by cashiers check along with a signature from the ****** on a document prepared by our attorney agreeing to our terms. 
  
  horizontal bar
  Classic Exteriors
  
  Michael J**** 
  Classic Exteriors, Inc.
  

  Customer response

  03/23/2022

  On January 29, 2022 there was an opportunity for Classic Exteriors to walk away from this project and before any materials were ordered. (See text messages) This was 16 days past the expected completion date. They assured us our project can be done with a start date of early February. We paid for a job to be done in a timely manner and with workmanship that meets the standard they advertise. We have attached a list to which was sent to Rick W**** and Mitchell Schulze via email for review. We will gladly have an in person walk through to make sure they understand what is expected. No one from Classic Exteriors ever inspected the sub-structure before the deck material was installed. This is a big concern to us. Video proof can be provided.  We would like our deck to be done to our satisfaction with proper supervision by Rick W****, a Classic Exteriors representative, the contractor. There are many quality  and safety concerns with our project. We can provide video and photos upon request.

  Also, the permit that he has provided in his response has the date of 1/30/22 that is 17 days PAST the expected project completion date. We have been more than patient with him, his lack of supervision of his sub-contractors and other employees. Rick W**** has given us many excuses of COVID being a culprit of work and supply delays but as you can read on Classic Exteriors website, they advertise work and supplies are plenty and available. If they are not willing to refund our deposit and take down the existing structure, and materials then we would like Classic Exteriors to finish our deck and honor their 5 year warranty as they advertise on their website. 

  If you do not receive attachments, please let me know as I am able to resend. 

  
  Regards,
  
  ******* *****

  Customer response

  03/29/2022

  We hired and paid a deposit on Oct. 13, 2021 with an estimated finish date of Jan 13, 2022. We were
  told the job would take 9 days to complete. They started the job in early February and as of today Mar
  18, 2022, it is still unfinished. The company has left
  my pool area unsecured, which is a safety concern with elderly animals and two toddlers. When I told
  Rick W**** (via email) this
  was a concern he verbally told me that it's my problem. This area has been unsecured for weeks and we
  are unable to use our deck for backyard access. On March 15, 2022 Rick W****
  came to my home for the first time after weeks of the subcontractors working on the project. He
  discussed how his company no longer sells our deck material. The sub-contractors
  didn't seal the boards as promised by the sales person, Mitchell. When we asked Rick why that was not
  being done he said it
  wasn't necessary. I referred to the manufacturers installation guide, which clearly states that a sealer is
  to be used on cut
  areas. Because sealer was not used and the materials have sat in the outdoor elements, the boards
  have started to swell. We
  have included the following: the original contract; video of the pool area exposed and not secured; the
  remaining boards and
  the defect. We have attempted to communicate (first concern made Dec.23, 2021- regarding permit not
  paid for at Fairfield county) our concerns with Rick on numerous occasions for this project on our home.
  We have included, screen shot texts messages, and video with audio. We can provide more upon
  request. We are requesting a full refund of our deposit. We will need to secure our pool area for the
  safety of our children and animals out of our pocket. We do not wish to continue business
  with this company or its subcontractors as we concerned that the job will not be completed to reasonable
  industry standards.

  
  Update 3/25/22: Constituent is leaving for vacation and she wants to make sure that all of the pertinent
  information is on the record. She would like to add: Constituent reached to the BBB and then the
  business reached out to ask for 20,000.00 more and wants the Constituent to sign an agreement saying
  that she would not slander the business.

  
  Satisfactory Solution:
  We would like a full refund of our deposit and terminate any and all contract agreement.
  Complaint No. *******
  Monday,

  

  Business response

  03/30/2022

  3.30.2022, Business is requesting to move forward with arbitration.

*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. ↩