Founded 2007 • With Angi since November 2009
Angi Certified
Service Provider Response
We apologize for the inconvenience, [Member Name Removed]. Our company generally only takes on full siding replacements, and the one piece of siding you had missing and wanted addressed was not within the realm of services that we offer, specifically for your location which is technically outside of our service area. We apologize that we weren't able to help, and wish you the best in getting your job completed.Service Provider Response
We're sorry to hear that you were not satisfied with the experience you had when dealing with our company, and apologize for any issues this may have caused. Upon receiving this review, we've attempted to connect with you in order to resolve this issue, but have been unable to do so. We have had turnover in our office over the years since the original service date, but from the records we do have it looks as though you had a leak in your roof in 2016 so we came out for an inspection. During that inspection, we discovered that there was a leak around your chimney from the bricks, so we addressed the issue. Two years later, in 2018, a storm came through the area and another leak occurred as a result. After you initially reached out on this matter, we were unable to connect but once we did connect, another contractor had been contracted and preformed work. At that point, as per our contract, our warranty was unfortunately voided. Nevertheless, you are still our customer, and we would love the chance to help resolve this issue in any way that we can. As we mentioned previously, we have tried to contact you on the number we have on file, but were unable to get in touch with you, so if you'd like, you can give us a call at (919) 631-6112 in order for us to connect and see how we may resolve this issue. Again, we apologize that you had a negative experience, and hope that we can be of help in the future. Thank you.Service Provider Response
First of all, I'd like to thank Angie's List for allowing me the opportunity to address this review. Mr [Member Name Removed] roof was started on Thursday 1/26 and finished Friday 1//27. I met with him on Monday 1/30/17. I did not know about this review prior to our meeting, but I will share with your audience some excerpts from the emails that were exchanged prior to and the conversation we had. Nothing like feeling like you've been "thrown under the bus"! This review should not have been written as all concerns and issues were addressed in an email that clearly explained everything. Mr [Member Name Removed]'s last email to Otto was dated Friday 1/27/17 at 10:34pm (basically stating the same as the review) Otto responded to the email in a timely manner on Saturday at 8:09 am and addressed Mr [Member Name Removed]'s concerns. Then this review was posted at 2:34 am Sun 1/29/17. Mr [Member Name Removed] and I meet in person Monday, 1/30, and any questions and concerns could've been (and were) answered then. We do not think that this is a fair review, but since it's been put out here for all to read, I will address issues as listed. Otto's Exteriors is a small, family-owned business. We do not have 100 employees and 50 different installers, and many of our customers choose us because of this. Otto and I share the responsibilities of running the daily operations which include managing projects, picking up material when installers run short, and meeting with existing and potential customers. We had one roof installation crew and two siding/window installation crews up until the end of last year. The roofing crew that installed the roof is not our normal installers. I explained to Mr [Member Name Removed] on Monday that our long-time installer (8 years with us) decided at the end of December to retire from the roofing business without any advance notice, leaving us with work to do but no one to install. The gentleman that owns the roofing company that did the work is a friend of ours that is helping us out until we can hire another roofing crew. His business has all of the insurance needed to cover his work as we have ours. As Otto stated in his email on Saturday and as I assured Mr [Member Name Removed] at our meeting, it doesn't matter who does the install, because your warranty is with our company and we stand behind it! The reason why Mr [Member Name Removed] did not see Otto is because he has been doing both his job and mine the past 6 months. I had partial replacement of both of my knees last year (one in June, the other in September) and I have not resumed my share of the full-time responsibilities This job started on Thursday and during this time we also had another roof being installed and two siding installation, and the jobs were not near one another so there was a lot of time he spent on the road checking on work, running materials, and meeting with potential customers. Likewise, he wasn't around on Friday because he left early that morning traveling to Arizona for the weekend for a siding conference. I'm not sure about what happened in the mix up with the plywood: how many pieces used and where, as I was not privy to that conversation. I explained to Mr [Member Name Removed] we have to charge for a full sheet of plywood whether a full sheet is used, half, or a third. The second line on our contract signed by Mr [Member Name Removed] clearly states "Plywood replacement not included in this estimate add $60 per sheet." If Mr [Member Name Removed] had a problem with that, the contract should have not been signed and any issue over the plywood brought up then. And there are not too many companies that offer "free plywood" as you never know how much needs to be replaced until you remove the shingles and felt paper from the roof deck. What may look fine from your attic can be rotten and disintegrating on top. It's not always visible from underneath because of the layers of wood used to make plywood. In Otto's reply to Mr [Member Name Removed]'s Friday night email he states "it does not matter if it was 3 sheets, 7 sheets or 70 sheets you only owe what the contract states" meaning there would be no additional charge. However, Mr [Member Name Removed] opted to give us this less than favorable review despite the fact that he now has a beautiful, new roof, and he didn't have to pay any additional money. In conclusion, I hope this sheds some light on this review. Otto's Exteriors' goal is offer the best materials and installations, but we also know that there are some jobs that do not go 100% perfect and have "hiccups" along the way. We can only learn from these and strive to make our business even better. And I think the many A's given to us on past roof installations and 4-time Super Service Awards winner for roofing with Angie's List proves this! Thank you for this time to address this matter. Cyndy Otto Office Manager Otto's ExteriorsHealth & Safety Measures