North Carolina Exteriors

03/30/19 I had an addition put on my house in 2016. On Tuesday (03/26/19), I had a problem with the sump pump and contacted North Carolina Exteriors since it’s under warranty for ten years (I have documentation from North Carolina Exteriors verifying this). The young lady that answered the phone told me the pump would only have a one year warranty. Once I told her I had the documentation they gave me with a ten year warranty, she asked me to email what I had to her. I did and the below email exchanges are what followed throughout the week. ___________________________________________________ Tuesday March 26, 2019 2:18 PM From: CUSTOMER@gmail.com To: ADMIN@northcarolinaexteriors.com Good afternoon, XXXXXX. Please see attached documentation for the warranty information. I can be reached at XXX-XXX-XXXX. Regards, XXXXXX *** I sent two documents from North Carolina Exteriors with the warranty information (labor and manufacturer) they gave me when the project was completed. Tuesday March 26, 2019 2:25 PM From: ADMIN@northcarolinaexteriors.com To: CUSTOMER@gmail.com Received, thank you. That is the manufacture warranty, you can contact XXXXX Plumbing INC at 919-XXX-XXXX or the manufacture for the pump that is overflowing. *** she did not include any contact information for the manufacturer, but wanting to move this along, I figured I would just look it up online. Tuesday March 26, 2019 2:34 PM From: CUSTOMER@gmail.com To: ADMIN@northcarolinaexteriors.com I just called and the gentleman who answered said they wouldn’t have anything to do with it. He also said he is out of the area. My phone says that business number is located in Goldsboro. Could you please call him to find out what’s going on? My pump is exposed and needs to be replaced. I currently can’t use any water. Regards, XXXXXX *** I would have contacted the manufacturer, but by now I have no confidence in anything North Carolina Exteriors is telling me. Tuesday March 26, 2019 2:41 PM From: ADMIN@northcarolinaexteriors.com To: CUSTOMER@gmail.com Look on the pump to determine who the manufacturer is and let me know. *** I suppose this is why she didn’t give me any contact information for the manufacturer earlier. She either didn’t want to bother to look it up – or they don’t have it at all. Tuesday March 26, 2019 2:48 PM From: CUSTOMER@gmail.com To: ADMIN@northcarolinaexteriors.com Here you go. Thanks! *** the attachment included a picture of the plate on the pump with all of the information she needed (company name, model number, serial number, etc.). I also sent a picture of the exposed pump. Tuesday March 26, 2019 3:10 PM From: ADMIN@northcarolinaexteriors.com To: CUSTOMER@gmail.com We will get a plumber to take a look but it will probably be a few days before we can get someone out there. Tuesday March 26, 2019 3:12 PM From: CUSTOMER@gmail.com To: ADMIN@northcarolinaexteriors.com Was it determined who it is covered by? You guys or Liberty? Tuesday March 26, 2019 3:10 PM From: ADMIN@northcarolinaexteriors.com To: CUSTOMER@gmail.com Liberty makes that determination. Tuesday March 26, 2019 3:25 PM From: CUSTOMER@gmail.com To: ADMIN@northcarolinaexteriors.com So they said it was you guys and not them? I might have someone who can do the work. I just need contact information for Liberty so they know who to contact once they’ve made an assessment. I also need an updated list of the contact information for the companies responsible for the items listed under “Manufacturer Warranty.” Thanks! *** Received no response to this email, so I emailed them again the next morning. Wednesday March 27, 2019 9:46 AM From: CUSTOMER@gmail.com To: ADMIN@northcarolinaexteriors.com Good morning, XXXXXX. I wanted to follow up on our email exchange from yesterday. Please respond to the below questions. 1. Did Liberty state they are not responsible for the 10 year manufacturer warranty? 2. If Liberty stated that they are not responsible for the warranty, does this mean that Carolina Exteriors is responsible until the warranty expires? 3. When can I expect to get a list of the contact information for the companies responsible for the items listed under “Manufacturer Warranty?" 4. I am waiting for a return call from the plumber who I would like to complete the evaluation and repair. Should I not hear back from him by EOB tomorrow, or if his schedule is full, when can I expect someone to come take a look at the pump and how much will it cost? Going forward, please communicate via this email address only. This will ensure I have documentation of our exchanges to help prevent any miscommunications or misunderstandings. I get email alerts directly on my phone and will reply to any received during normal business hours (8:00 AM - 5:00 PM) within the hour. Thank you for your help with this issue. Regards, XXXXXX Wednesday March 27, 2019 10:07 AM From: ADMIN@northcarolinaexteriors.com To: CUSTOMER@gmail.com The owner of the company is out of the office till Monday. When he returns he will meet with a plumber and see what he says. Thanks, Wednesday March 27, 2019 10:27 AM From: CUSTOMER@gmail.com To: ADMIN@northcarolinaexteriors.com XXXXXX, I am sure the owner realizes that I am unable to use any water (shower, restroom, laundry, dishes, etc). His expectation that I wait almost a week just for him to speak to a plumber is unreasonable when he, or someone else, can easily contact a plumber over the phone to get this resolved as soon as possible. Please let him know that, while I am not expecting him or anyone else, to drop everything for this, I do not understand (or appreciate) getting the runaround to the point where I cannot even be given correct information about who is supposed to fix this. It is very disappointing to be treated this way after the completion of the addition. Customer service and good business practices are not supposed to end once construction is completed. Please advise him that I would like a response ASAP to my previous email questions. I am trying to be as proactive and helpful on my part, but I cannot do that without getting the answers I need. Regards, *** Received no response to this email, so I sent another follow-up email. Wednesday March 27, 2019 3:32 PM From: CUSTOMER@gmail.com To: ADMIN@northcarolinaexteriors.com ADMIN, Please let me know what the status of my previous email is. Regards, CUSTOMER Wednesday March 27, 2019 4:06 PM From: OWNER@northcarolinaexteriors.com To: CUSTOMER@gmail.com ms XXXXX I tried to call you and left you a message. I am currently out of town but know you have been emailing the office concerning your issue with your pump. I am sorry you are dealing with this. I want to let you know that the warranty we sent with you was the information we got from liberty at the time. Im not sure if they will warranty the pump or not and happy to look into this when I return back to work on Monday. However, even if they do stand by warranty it will only cover the pump and not any labor to repair. Their warranties only cover the pump itself. I called the plumber who installed this pump and they no longer sell liberty and as they told you I believe liberty would never cover their labor to repair. My advise would be to contact a plumber directly who can service they pump and have them repair and document everything so that when you deal with liberty you can pass this along to them. I will help you deal with liberty when I return. This is not a nc exteriors warranty issue or the plumbers but the manufacturers warranty issue. Again, I will help anyway I can but you will need to call a plumber for repair thanks *** so, here I’m advised to pay out of pocket for everything and rely on them to help me be reimbursed at a later date. If they had given me any accurate information or decent customer service up until this point, I might have done that. At this point, I am communicating with them only through emails because I can’t trust what I’m being told. Wednesday March 27, 2019 4:41 PM From: CUSTOMER@gmail.com To: OWNER@northcarolinaexteriors.com Thanks for getting back to me, XXXXX. I got Liberty's phone number off the internet and called. The gentleman I spoke to (XXXXXX) said he needs to know what supplier the pump came from - there are 7 in this area. I've copied him on this email so you can reply directly to him with the information. He also stated the warranty for their pumps is for three years, not ten like I was told. Once this issue is resolved, we'll need to sort out warranty dates and terms for the items listed on the documentation given to me by Carolina Exteriors for the addition. Regards, XXXXXX Thursday March 28, 2019 7:15 AM From: OWNER@northcarolinaexteriors.com To: CUSTOMER@gmail.com We get those from XXXXX Plumbing Supply in XXXXXX, NC, phone number if you need is 919-XXX-XXXX This is from XXXXX plumbing *** So, now I’m thinking… why couldn’t this have been given to me two days ago when I originally contacted them? ____________________________________________________ Email exchanges after this are with the manufacturer and the company that supplied the part. They were both very helpful. I contacted a plumber I know is trustworthy (he’s done work for me before) and am waiting to hear back from him as to when he can fit me into his schedule. I wish I could say I trust North Carolina Exteriors enough to use a plumber they’d sent, but (for obvious reasons) I haven’t felt like I can. It is now Saturday and my level of frustration is growing. I have been out of my home for almost a week with no resolution in sight. Had North Carolina Exteriors given me the correct information for who to contact at Liberty, this might have all been taken care of by now. I really believe they should have contacted Liberty and/or the supplier themselves to handle this, but that’s just another instance of their poor (and uncaring) customer service skills. Also, for them to give me incorrect warranty information (more than once) is unacceptable. How can you guarantee warranties and not honor them? I have a document from North Carolina Exteriors saying the pump is covered for 10 years. They told me over the phone that it’s covered for one year – until I sent them the documentation they sent me. When I contacted Liberty, they advised me that it’s covered for 3 years and is still under warranty. Had I listened to what I was originally told by North Carolina Exteriors about it being covered for one year, I would have paid out of pocket for the pump and labor. The takeaways from this story are: 1. Once they have completed the project, you’re on your own. 2. Keep METICULOUS documentation of everything said and done because, apparently, they don’t. 3. Don’t bother trying to be as helpful as possible by doing their jobs (administratively, researching information, making phone calls, etc). They don’t appear to care one way or the other.

Great job. Installers Juan and Isaac are true craftsmen. Cody, our salesperson was always available and very responsive in addressing questions, requests, and concerns. A little concerned with mud stains on the decking that have been difficult to remove, but still have a couple of recommended solutions to try.

Fine. Good workmanship and very conscientious and businesslike. Allen was a breath of fresh air compared to meny contractors I’ve had in Durham.

I was never shown how to work the windows, there are no locks when opened, I was told the windows were guaranteed if they broke or the screens tore. But I have nothing in writing or papers on who to call if I had a problem. There was wood left over and I have called three times for someone to pick it up and explain things to me. My work was done and I paid on August 3rd 2018.

Excellent. Jonathan, the project manager, was very responsive to all concerns. Leo showed up on separate occasions to help keep the project moving along and address concerns we had. The finished project is everything we could hope for. Would highly recommend this company. Work was completed in a timely manner and very professional in all dealings.

Only one con: Communication was often poor, in terms of status and scheduling. We paid 50% down and didn’t hear back for a full month after. We had concerns about being forgotten. That being said, when we did communicate, everyone was courteous and listened to our needs. The price beat the next best quote significantly. The work ethic and construction was spectacular! Despite a week of steady rain, the construction crew powered through and was clean, friendly, efficient and very skilled. After completion, our requested list of fixes were done in a single afternoon beyond expectations, including some touch up paint. The price stayed exactly as quoted and we are thrilled with the result. I’d encourage management to spend a little more focus on proactive communication, but I would definitely use them again.

Very happy with the work. Took their time, did it correctly the first time. Despite the recent storms, the crew worked in the rain, humidity and heat to complete the work with real craftsmanship. The result is outstanding. Will hire again for other projects.

It took a while to actually get the projects going and the weather didn't help, but once they got going everything went very quickly. Everyone was professional and hard working. T he project manager stayed on top of everything and was quick to get back to us with any need or question we had. Very pleased with the work they did.

the guys that actually built the deck did a fantastic job, but the office personnel is what caused me to give them such a low rating. The office staff didn't really seem to have a sense of urgency and most of the time I felt like I had to stay on top of them to keep things moving. I didn't feel valued as a customer

Working with North Carolina Exteriors was easy from beginning to end. They recommended a low profile deck option that other companies didn't think of, for a fair price, and took the time to make sure the deck was done the right way. It looks fantastic, and I get compliments on it all the time. I highly recommend them.

All around quality company. On time and professional. Am very happy with work performed.

I was disappointed that I hired NC Exteriors. The sales representative made promises that he had no intentions of keeping, he will only tell you what you want to hear. I was also disappointed that I did not meet the Project Manager face to face before the job was started on my home. They claim you will receive highest standards than any other company to get you. to sign their contract and by the way pay 25% down. They promised top notch subcontractors, excellent customer services, and promises homeowners you will be 100% happy with all their services. I have had to constantly contact the project manager on this job, We had vinyl siding, storm door and gutters installed on our home. The vinyl siding is beautiful and the subcontractor (Walt) did an amazing job, he is the ONLY reason he made NC Exterior look good; however, during the installation he was taken off our job several times to do other jobs, problem with this was the project manager lied to us and told us his vehicle broke down, he had warranty work to do, he will be coming later in the afternoon but never showed. We DID NOT have a problem with him doing other jobs at same time, as a previous subcontractor myself, I understand things happen, and many projects happen at the same time, but the ONLY problem I had was I was lied to. "A man word means nothing with these guys". When you see subcontractor loading his ladders up on his trailer at the end of day and next morning you get a call from Project Manager and he tells you that his vehicle broke down and could not be at your house.....really?????? We were promised a storm door that would make all our neighbor jealous and they would want one (Sales rep exact words). That door was a piece of crap, first of all, I asked for a full glass front door, the door I received has full glass and screen that is held by plastic clips, the screen is removal but, if you do remove it, the glass then moves in the door, and the plastic clips suppose to turn and lock the glass into place, these plastic clips does not even fit, it is only a matter of time, the plastic clips will crack and glass will shatter and someone could be seriously hurt. Also, the door was installed crooked and has a gap at top and scrubs at the bottom. Sales rep promised to replace the door when I contacted him then only 5 days later he was singing a different song, he said "he was not going to eat that front door, he would bring us additional plastic clips" WHAT? He told us sitting at our dinner table, that the doors NCExteriors has are better quality that Lowes or Home Depot, well that a lie, my $99.00 door that was on the house for thirty years was much better than that supposedly $750.00 door that has been installed on the front of my house. At end of job the $750.00 became $267.00 plus installation and a 60% mark up- sales rep words. And the gutters, what a joke, they are installed jacked up, long runs without proper number of down spouts, in our bay window the gutter was cut and folded out to make it fit the space so it will not even hold water, funny thing the old gutters fitted like a glove, this was a rush job, and the gutter across back of house does not go the length of the house leaving a one to two inch gap above our siding glass doors but on the end of that gutter is goes past the house 2 plus inches, which another rush job and not installed properly. Not one single gutter on this house was installed properly. As a homeowner you work hard and you save your money to improve the home you love, you spend lots of time researching companies, reading reviews and you meet with a company representative who will make all kinds of promises, you think you have made the right choice but I will tell you if you hire NC Exteriors you will be up for a challenge with lots of lies, broken promises and more lies. After lots of debates with sales representative and project manager, our gutters were re-done by another subcontractor and they are now beautiful, they were installed properly without any problems, the storm door was removed and replaced with a Pella storm door from Lowes Home Improvements that I installed myself and we were issued a credit on our final bill of $350.00. My home is beautiful now but is it worth all the stress you deal with, time will tell.

Good communications, all round professionals. The work was done efficiently, expertly, on time and for a good price. Exactly as you would want.

All staff was polite and professional, quote was reasonable, and work was done quickly and done well. Couldn’t have gone any better!

The project went fairly well. There were some delays due to the holidays and inclement weather. Heath was very professional and hands on. Always responded promptly to calls and text messages. Always very pleasant and accommodating. Only issue we had was communication with office staff. Not as responsive as Heath. Just going to say that they need to work on it. Having said that, we are very pleased with the finished product and look forward to warmer weather when we can enjoy the deck without being bothered by pesky insects.

Hired NC Exteriors for a $38,000 project. They took a 25% down payment in early Oct 2017. We ended up cancelling our project with them in Feb 2018 due to slow communication, employee turnover, mixed messages depending on who I talked to, disagreements on scope due to differences between the written quote and what I was told verbally, and an apparent overall lack of interest in doing the job. In five months they accomplished: plans, permits, and digging six holes in the ground, while we lived with a messed up front entry and rickety temporary steps (which I had to build myself) due to having the old deck demoed based on their original timeline. We ended up agreeing to pay them $1800 just to cancel and get the balance of our $9500 deposit back.

We have hired the folks at NC Exteriors to perform several upgrades to our residence. The employees are exceptional, they arrive timely on the appointed date, go about their work in a professional manner, and leave the premises clean and tidy, free of construction debris. After installing new siding on the house for us, we called them back to build a new deck; working with them has been the best decision I made. Their candor, ideas, product offerings and experience made it an easy choice to go with this business. They are very prompt, very professional and very knowledgeable. All of our questions were answered, we were reassured of any concerns throughout the process and if we had more questions they were only a call/email away. I couldn't have asked for a better experience and would highly recommend their services to anyone!

The estimate was $8000 to $12000 depending on which option we went to use. They were proposing a little bit broader scope and an option for completely redoing vinyl. Not quite apples to apples with the company we went with, but pretty much the same work. Pretty much price was the deciding factory. Everything else was good but the price was just too high. They were kind of up-selling us. I don't think they were trying to rip us off, but I don't think it was a good bargain. They were on time for the estimate. They were very professional. I would probably not use them in the future because they were a little too expensive.

They did fix everything after an year. Its the same issues.

Basically, they didn't do the greatest work. They sub-contracted the work. They didn't do the work themselves. They sub-contracted. The original people didn't do a good job. There were three or four service calls for them to come fix the previous sub-contractor's work.

NC Exteriors had done gutter work for me previously so I knew that I would get high quality work, on schedule, at a fair price. They continued their outstanding performance.

Could not have gone better. Work was done quickly and to perfection. The NCE team found hidden issues that would have cost me thousands in a few more years. I will enjoy the new deck and patio for many years to come. I will be hiring this group next year for the new kitchen design.

I received several estimates and I believe that NC Exteriors offered a very good value for the price. I checked several references and everyone I talked to had great things to say about the projects that NC Exteriors did for them. I was very pleased with the sales person (Cody), the project manager (Pete) and their contractors that installed the new siding and painted the trim, etc. Their workers were very friendly and nice and kept the work area very clean. The old siding and scraps were loaded into a dumpster and taken away. NC Exteriors didn’t ask for the final payment until I was satisfied with everything. I’ve received lots of compliments on my “new” house from neighbors and friends. I would recommend NC Exteriors to anyone looking for new siding or other home repairs. I was very impressed with the professionalism and the friendliness of the staff. They did excellent work and I believe I got a good value for the money that I spent.

CAVEAT EMPTOR!!! The supplies were supposed to be delivered all on Friday before the job started on Monday. They changed the delivery of siding material but failed to tell me about the change so I waited around to make sure of the placement of material. When I called the home office and talked to them, they admitted they forgot to call me. The initial Project Manager was lousy and pathetic. He didn't show up when he said he would on two occasions and another occasion he called 3.5 hours after he was supposed to show up to say he had got tied up at the office and wouldn't make it. There was not enough supplies delivered to complete the job and the workers had to stop the job until the next day when the rest of the supply was delivered. The deck was not installed according to the contract. The deck was supposed to be installed 3.5" below the screen line but was installed flush to the existing screened in porch. I called and submitted a concerned and wanted to talk to management about the numerous and major shortcomings of the Project Manager. I was contacted by the owner the next day and was told that this person would no longer be working for the company in three days. The owner apparently knew that this person was leaving and did not monitor his performance properly. I informed the owner during this phone call that I had at that time 3 pages of problems that had occurred with the Project Manager. The owner assured me that a new Project Manager would be on the job the next day. The next day I showed the new Project Manager the problems left over to include the deck being improperly installed. The owner discussed a solution to the deck being installed wrong and we agreed to a simple fix. The next day the owner tried to blame inspection concerns with the reason why the door and lattice strips could not be completed, when the remaining issues had nothing to do with what the inspectors found wrong. The second Project Manager said the screen, door and detached gutter could all be fixed in 2 hours but he had other jobs to go to and left. No one showed back up until the afternoon of the next day. No sense of urgency to fix the problem. The two Project Managers and deck worker tried to convince me that a temporary railing could be installed just to pass inspection and then the railing removed after the inspection. I asked them if this was legal and they said no but is common practice and that the railing would have to be reattached to the deck when we went to sell the house. At the completion of the project the owner sent the Project Manager over and told me that the owner had texted him and that I was to give him a check for the completed work, no credit card. i called the home office and ask them if they accepted a credit card for final payment and Sandy said "yes" but the owner said he wanted a check to complete my payment. No apology was offered during any of this process. The good: work is of the utmost quality and the owner did give me a 10% discount for the trouble but only after a colorful and lengthy discussion. They did do staining around areas of the deck that was bare due to removal of existing stairs. In conclusion, I am satisfied with the finished project but I am not satisfied with the process to reach it. I now have four pages of concerns and items that caused a delay that could have made this project a simple and painless process. Angie's list is welcome to contact me for this information. I do not feel that this company treated me as a valued commodity.

The work was done professionally. It was the communication part that was not very professional at least the first five or six conversations.