Exodus Door & Window

They seem to be fatally unresponsive.

unknown

I was completely ripped off by the vendor and Angie's List.  Angie's List should have refunded my money.

I would strongly recommend using another company if you are looking to replace doors in your home. Over the past 5 years I have dealt with many companies regarding home improvement and working with Exodus was, unfortunately, the worst experience I've had to date. 
My wife and I actually discovered Exodus on Angie's List and after doing some research we decided to go with them due to the many positive reviews. It not a surprise, however, to see that they have recently endured some very poor reviews.  We concur with the other negative reviews.  It seems Exodus has an MO of just letting things fall through the cracks and then offering up poor excuses as to why.  They seem to state 'well, with so many jobs, one is bound to fall through the cracks' and offer no solution.  Ultimately, they just go MIA and it takes weeks to get answers.  What ethics!
Initially the interaction started smoothly.  After contacting Exodus, Scott Larcomb swiftly came to our house to discuss our needs and promptly emailed us an estimate. While Scott was at our place my wife and I kind of felt like his sales pitch was a bit sterile and typical. Scott is a really nice guy but we couldnt help but get the vibe that we were just another job for Exodus. No real guidance or proper customer service. I guess we were just expecting him to share some options, etc.. But instead we got a book and some pictures of nice doors.   
We received a bid about 2 days after the meeting and we felt that the price was a little steep. I called Scott to talk to him about it and he willingly cut the budget a bit. However, we were still skeptical about the high cost of purchasing and installing 8 doors. My brother is an architect in NY and he thought I was nuts to pay such a high price. Essentially, we decided to go with them mostly due to the warranty policy (which we will get to later in the review).  We also had Exodus paint the doors as well. Almost all of them were split colors on either side. We were charged a premium for that service. 
The process of ordering the doors, painting them and receiving the locks and hardware took forever.  We understood that it was going to take a while (it took a minute for us to establish all the colors) but the communication was a nightmare. Every step of the way my wife and I just felt nothing but apathy coming from them. 
Although the workers were very nice and professional, and the doors looked great, there were snafus throughout the entire installation process.   Three of the doors weren't split painted,  the wrong screen door was ordered for the front of the house, and the back security doors were the cheapest pieces of crap we had ever seen - you could've cut through them with a butter knife! After they installed one of the back security doors we politely asked them to take it down (we ordered real security doors from another company).  After the installation and the corrections were handled (aside from the from front door lock),  we were pretty happy with the final result.   Upon careful inspection, however, my wife and I discovered that the front door jam wasn't replaced. I thought it was ridiculous that we had two new beautiful doors in the front of our house but the door jam was 40 years old. I called Scott to ask him about it and he said door jams are an extra expense.  I was furious. How the h*** am I supposed to know a new door jam isn't included?  I wouldnt have had a problem putting money towards a new door jam if he wouldve brought it to my attention when he was at the house providing a bid. This concluded my notion that Scott was NOT thorough at our first meeting.  In essence, he wanted to charge us over $750 to replace the jam. We are going with another company called CCC to do it for $460.  
Scott was not always accessible to us.  He relied on his 2nd in command, Rick, to do most of the trouble shooting.  Scott dropped by to check on everything on the second day and we were very happy that Scott came by but he was literally there for 15-20 minutes then split. We never saw him again. 
Ultimately, when I spoke to Scott about how unhappy we were with the service he responded by saying "There were a lot of moving parts with this job. Things are going to go wrong". Sorry, but that's not what we were paying for. We expect excellence and proper customer service. We felt we received neither.  About two months after the project was complete we discovered that the front door lock was faulty.  My wife and I coudn't lock the door knob without two hands and sometimes using pliers. It was definitely dysfunctional. As a matter of fact, right after the lock was installed on day 2 I felt as if the mechanism was broken. I brought it up to all of the workers including Rick and he convinced me that it was my imagination and the lock was working perfectly. Yeah right? 
I contacted Scott about the problem on November 4 2014. (Like I was saying earlier, one of the main reasons why I went with Exodus was the warranty policy.) I justified paying the high price of the job with the notion of not having to worry about something if it goes wrong.   After constantly trying to contact everyone over at the company, Rick finally got back to me on Dec 5th. He told me the replacement lock would be in within days. On January 26th the lock finally came in (7 weeks later). When the serviceman came to install the new lock he discovered someone ordered the wrong part. Really? I was informed the replacement would be arriving in a week. Ha! Its been a month since that last visit and at this point NO ONE is returning my emails.  They have never returned to fix the lock.  THE WORST CUSTOMER SERVICE EVER!!!! I sent Rick and Scott emails on Jan 19th and Feb 12th... NO RESPONSE!  
Ultimately, I've decided to buy a brand new lock and eat the cost of the lock I purchased through Exodus.  I have completely concluded my business with Exodus.. Yeah, I feel like we got ripped off??. Fair warning.  Go elsewhere! 

unknown

I bought this Angie's Deal because our front door was not sealed well against weather. Julio came out and did a fantastic job!

unknown

unknown

The quality of the finished work was fine; the two guys did the job in six hours and were clearly very experienced. However, they handled everything else poorly.
The previous Friday I had confirmed by phone that they would arrive between 7:30 and 8 am. They actually showed up at 8:45, after I had called their office to find out where they were--the office couldn't reach them and had no idea when they might show up. According to them, they were not informed until the morning of the job about this schedule, and couldn?t possibly have met it since they had to pick up the materials from Exodus's shop, which didn?t even open until after 7:00 and is not close by.
I emailed the president, Scott Larcomb, about this the same day but never got a response.
After the workers left I realized how much of a mess they had left behind. I don't think they had any kind of vacuum, they just tried to sweep up their mess into a dustpan, which was clearly inadequate. A job like this absolutely calls for a shopvac IMHO. They also left their dirty fingerprints all over the (white) vinyl window frames and (white) wall, including places too high for me to reach. They left bits of various construction materials in the track of the sliding door. They didn't finish caulking. They left one of the screws attaching the frame sticking out halfway.
I picked this company because of their very good ratings here on Angies, as a result I expected a higher degree of professionalism.
 

The process was longer than originally anticipated due to other jobs and scheduling conflicts, however the final product was worth it.  Ultimately it took a month, working around our schedule and theirs.  Steve and his team even shaved some cost off at the end due to the number of times that were eventually needed to come out.  They provided and painted our front entry doors, and installed the light kit, which we provided, at there warehouse.  They came out and removed our old frame which was also just rigged together from the previous owners.  The installer, Jeff, was extremely knowledgeable and was able to replace/ fix/adjust our original faulty frames and door jams.  They came out a second time to touch up and paint the entry doors.  They came out a third day to remove, tune up, update hardware, and reinstall our side doors.  Finishing with the painting.

Updated review: 8/30/14

The owner of Exodus, Scott, contacted us shortly after the review was posted here and Angie's List.  He was courteous, sincere, listened to our feedback, and told us he took the review and shared it internally, to ensure better customer service in the future.  

Scott explained that for every 10 good jobs Exodus performed, 1 falls through, and it so happens to be our job, where manufacturer delay, scheduling mix-up, internal mis-communication and faulty parts all comes to a head.  While I still attribute this to us being a small job, and therefore less attention was paid, I'm appreciative the professionalism he demonstrated and took the matter seriously.  

In the end, we were able to have Scott personally inspect the workmanship, sending paint crew to do the touch-ups where needed for the door, and able to refund us for the faulty / un-needed parts (the door closers).   Thanks Scott.


Original review:

I'm not sure where all of the good review came from, but overall we have had pretty lousy service.  
Initially it was great - but when they secured the job and received the deposit, things went down hill quickly.  The main problem with Exodus was they chopped up the duties so much that when we had problems (scheduling, product defect, installation problem, workmanship, etc), the crew kept pushing responsibilities to the next guy. 
Here's the individual review:
The salesperson: we felt his main job was simply pitch the work, but once the deal is complete, he became unresponsive.  Though he apologized, the responsive-ness never improved.  Also, we thought he'd be the main contact for the job, but we had to get in touch with the scheduling coordinator and installer ourselves to coordinate the job.
The Coordinator: the person we originally dealt with was let go, so we were told.  Exodus claims that most of our scheduling issue, missed appointment date, and continuous postponement of the job was due to this person.  However, the new coordinator we felt was no better.  Since we were thrice-delayed and about a month late for the installation, we felt it'd be nice for them to compensate and bump us up the queue.  It's after arguing and complaining to the highest level of the company for us to get a somewhat reasonable new date for installation.
 The installers: nice guys, but they had to read and re-read instructions in order to get the door installed, and were having trouble to get the necessary components (door arms, etc) installed properly.  I had to check in myself and point out various requirements and issues for them to adjust.  In terms of the door arms and door slam issues, these guys are claiming it's due to the strong wind in our neighborhood.
The Supervisor: the most competent of the crew, fairly responsive.  But we had to call the company in order for him to come out to inspect the finished work plus inspecting door arms problem (inspection was part of the contract).  Once on site, he seems eager to leave.  He did a bit of adjustment, and convinced us that the door arms was functioning properly, and once again claims the door slam issue is due to the strong wind in our neighborhood.
The door arms installed by Exodus turned out to be defective.  After living with it for a few weeks, we suspect something is indeed wrong with the door arms.  We had our trusted locksmith to come by (Advance Lock & Key, on Lincoln Bl - these guys are amazing), and they confirmed it.    Instead of playing phone tag with Exodus and being told once again "the doors are functioning properly", the HOA decided to get the new arms from our locksmith, and get the refund for the parts.
Of course, Exodus now claims we did our own modification, so we are not entitled to refund.  We have the old door arms, and they can take them back to see for themselves.  But they took the cheap way out. 
 We think it's the fact that we are just a small job for the long distance (we are in West LA), that's the reason we've been treated this way.

unknown

The quote was for $20000. The sales guy was really good and nice. He seemed knowledgeable, he had a great  deal of knowledge about the manufacturer but we got a slightly better price by going with another vendor.

It went great!  I wanted to write this review especially since today many months after the install my tenant had trouble with the door sticking so I reached out to the team and they responded within 24 hours to visit the worksite and address and remedy the issue.  I think it is worth pointing out that customer service with Exodus is great and they are available via email, phone, and text and they are very responsive.

There were fine, on time and service was great.  The instillation went fine.

Good quality product and service. The price was high, but it is due to the custom size. The company employees were very attentive. The only negative was on the last day, when a minor adjustment was needed, and despite promises to fix it, the company rep did not show up. I was able to make that adjustment myself. Therefore I rate the Responsiveness B and not A.

Replaced double front doors on a 45 year old house.
Could not have asked for better service.  All along the way, communication was at its highest level.  The doors I ordered had to be special ordered due to the type of wood and finish needed.  This was not a problem.
I received more service than I expected, at a level I appreciated.  No sub contractors here.  These people know what they're doing, which is something I have a great deal of respect for.
I'm almost walking around looking for another door to replace.

Exodus was great. They were professional and kept me informed at every stage of the project. They also saved me from making a huge mistake! When selecting the stain for my new wooden doors, Exodus gave me the option of visiting their showroom or going to Home Depot or a paint store to select my stain. Since I was at Home Depot for something else, I picked out a stain from their chart and gave the info to Exodus. When my new doors came in, I got a call from Exodus telling me they'd tested the stain I'd chosen and that they didn't think this was what I wanted. So, I went down to the Exodus showroom and took a look at the sample piece they'd stained for me . . . and they were absolutely right. Exodus would have been within their rights simply to use the stain I'd chosen and install the doors, but instead they went out of their way to be sure I was happy, and did me a huge favor. I selected a new stain and my doors are beautiful. The installation on both the doors and the window was professional and fast, and everyone I dealt with at Exodus was polite and responsive. I'd use them again in a minute, and in fact will probably be installing some more new windows in the very near future.

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This is another project in my continuing relationship with Exodus.  Everyone on the staff is easy to work with, and they have exceeded my expectations on every job they have completed.  When things need to be addressed after a job is finished, they take care of them.  They will continue to be my go-to company for door and window products and installation.

I contacted Exodus on 10/13/13. I purchased my condo almost 4 years ago, and it was built almost 30 years ago. The back door leading to the garage had split, and I needed a new fire rated door but wanted one to match the other 6 panel doors in my home.  I read reviews on Angie's List and Yelp, and contacted a few providers.  My initial contact with Exodus was fantastic. The salesperson was prompt in returning my call and sending me a bid, while others took days to call me back.  A few days later, the salesperson came out to measure.  He then updated his bid the next day, and told me they could install within 7 business days.  I got quotes from a couple of other providers, but chose to continue with Exodus due to their promptness (that would unfortunately dwindle and fall shorter than I could possibly imagine). The following week, I got a call from the installation manager telling me I needed to schedule another appointment for measurements.  Another person came out to measure on 10/22, at which time I provided 50% deposit, with another promise that they would call me next week to schedule installation, and that my door would be in within 7 business days.  Another week went by with no contact.  I had already cleared my week at work since I was told the installation would be performed by 2 men and  would take a few hours and wanted to be prepared to take a half day off.  I called them again on 10/28 and asked what the status was.  Suddenly, I got a call from the installation manager letting me know more measurements would be needed.  This was confusing, given the fact that it had already been measured twice.  He said the manufacturer needed something confirmed. He came and measured again on 10/29, then said they'd call me the following day to schedule. I heard nothing on 10/30, so I emailed them on 10/31, and scheduled an install for 11/6. 
I then received a call on 11/4 that the manufacturer encountered a delay and the door would now be there in 4 weeks. My door was not "standard" since the hole for the deadbolt was in a different location than most.  Doesn't seem like a manufacturer delay--they should have known that when they measured on three different occasions.  The salesperson knew that I was less than pleased, and said he'd speak to the owner. At some point during this fiasco, they did offer to give me a refund, which is comical to me.  If you stand behind your work and the products you use, you do everything in your power to get the job done right, not just say "sorry, here's a refund", forcing the customer to start over.  I then received an email on 11/5 "offering" to charge me more money to replace my entire door jamb. I declined. If I have an unhappy client, I don't offer to charge them more to fix it. I do what it takes to fix it for no additional charge.  So now another countdown begins.  4 more weeks.
On 11/14 I received another email asking if I want to proceed.  I was starting to think I was being P***'d. I asked if that meant that they had not been working on manufacturing my door.  No response.  
On 11/27 the installation manager called to say the door was in, and asked to schedule installation for 11/29.  I scheduled the installation once again, and immediately made arrangements for my dog to be out of the house during that time.  5 minutes later, I received another call saying there was another delay.  (yes, he did tell me the door was there just 5 minutes before). At this point I'm so livid, that I tell him I couldn't talk and I'd have to call him next week.  He  emailed me apologizing again, and said that  he'd call on tuesday 12/3 to reschedule. 12/3 came and went with no call! I emailed him the afternoon of 12/4. He emailed me on 12/5 asking if I could do it that night.  I let him know I would not be available via phone until after 5 (due tothe nature of my work) and that I couldn't be home until after 5:30. He let me know the installer would be at my home between 5:30 and 6 and would call when he was on his way.  He called me at 5:25 saying he'd be there in 5 minutes.   I told him traffic was bad, and that  I wouldn't be there for about 15 minutes.  The guy yelled OH MY GOD THEY SAID YOU'D BE THERE AT 5!  A bit comical, considering the fact that A) if they told you 5, why are you calling me 25 minutes later? (answer: my time is worth less than yours) and B) I never said 5. I said after 5:30.  I  got home at 5:40, and nobody was there. 20 minutes go by, and still nobody.  I  finally sent another email letting the owner and installation manager know.  In case you're wondering, they have yet to respond (it's now been 2 days).  The installer arrived 20 minutes later, an hour after he said he'd be there in 5 minutes.  The 6 panel door was beautiful, and a vast improvement to the ugly flat door that was there. The installation was loud, and my dog  was freaking out, but I wanted to get this finished and be done with this nightmare of what should have been a small job.  By the time he finished an hour and a half later, the door was crooked with a gap at the bottom and at the top of one side.  I'm also unable to deadbolt the door.  I gave the installer a portion of the remaining balance in good faith, and wrote on the contract that the balance would be paid when the work was actually done.  It's been 2 days, and as stated above, I've yet to receive any further communication

Stay away from Exodus Door and Windows. Of the four windows they installed, they had to pull out two to redo them, due to Exodus's mistakes in measuring, ordering, describing, etc. They were not the right size and did not have the hardware that we had talked about. We ended up paying twice for those two windows and in the redo, one of them was still not measured precisely. The other two new windows are also not right, they're smaller than what Exodus said they would be, but we could not afford to pay for all the windows twice! We had other issues too, such as missed appointments and their stucco guys leaving a mess when they left. Communication and responsiveness were not good. I regret writing this review because the owner seems like a nice guy, but their work on my house was unsatisfactory and I recommend you avoid this company. I'd say their standard is "that's good enough," rather than doing things right.

Having read previous reviews indicating that clients were having trouble getting responses from the company,  I elected to send an email message, using the company web page.  The company did not respond to my request for a quote. 

Customer service was excellent. Jake Whitman was pleasant, responsive, and organized. We were able to communicate over the phone and e-mail. Sent Clint to give us an estimate and measure the doors. Clint came at 6:00 am because of our work schedule.

Jake gave me a very accurate description of the work and timeline: two weeks to get the doors and one week for painting. They are the only company so far that provided me with an itemized contract. I knew exactly how much I was paying for everything. Most contractors just provide you with the final price.



The doors were installed yesterday and they look great. Mr. Chan worked from 8:302 am to 3:30 pm to install the doors. He was very detailed oriented and ensured that he addressed every obstacle along the way.