"The salesperson went to their home to provide a free estimate. He did not make an attempt to get them to spend as much money as possible, he was providing them with options based on THEIR WANTS AND NEEDS. If they shop around, they will find the prices they received are exceptional for the quality they are seeking (we have a price-match guarantee on all products). He mentioned they may need to replace windows in the future but no unprofessional or unnecessary remarks were made, he actually complimented them multiple times on how beautiful their home is."

"Exterior Custom Solutions installed a door with two sidelites and a transom window above the door on July 26, 2017. Upon completion, the homeowner gave our company a rating of 5, on a scale of 1-5, with a 5 being the highest. The homeowner also completed an Angie's List Review rating our company all A's and a B for price. The review also states, "workers were timely, good communication and did a great job. Highly recommend". We received an e-mail from the homeowner to let us know they noticed a dent in the door and they also had concerns with the interior trim work. The homeowner provided phone numbers to call because they would both be at work. We called the phone numbers multiple times and also left messages. Plus, we sent an e-mail to inquire about setting up a date to assess the door and trim work at a time convenient for their schedules. Our office did not hear back from the homeowners, however, we did receive a dispute notification from Wells Fargo, who financed the project for the homeowners. We responded to the dispute and provided pictures and all necessary information. This dispute was resolved because it was determined Exterior Custom Solutions had fulfilled the contract. According to the contract, our company was to repair under the door's threshold ONLY, all other flooring issues were to be resolved by a flooring company contracted by the homeowner. The homeowners were unable to find a flooring company willing to do this smaller job so our company explained to the homeowners we would do what we could but we are not flooring specialists. The homeowners were happy with the plan we suggested, which would save their floor tile by replacing the rotten wood from underneath. This repair was extensive and did require extra material and labor, which we did not charge to the homeowner. The homeowner sent additional photos through an e-mail on August 28, 2017, and we responded by setting up a date of September 5, 2017 for our installer to stop by and assess the situation. We then came up with a course of action that the homeowners were happy with. Our door manufacturer had to re-build the door slab, which is a custom door, and we received the door slab on September 25, 2017. Our office left a message on September 27, 2017 to set up a date to resolve the issues concerning the door, interior trim and floor. The homeowner called back on October 2, 2017 and we set up a date of October 18, 2017, which was based on the homeowner's schedule to make it convenient for them. Our installers replaced the door slab, repaired the floor and replaced the interior casing as agreed upon. Once again, the homeowners appeared happy and all issues were resolved. We have not heard from the homeowners until this recent post on Angie's List, almost one year later. If the homeowners still had concerns with the door or interior casing we would have been happy to address those concerns, but they have not reached out to us since."

"On 10/10/17 we went to the home of Mr [Member Name Removed] to provide a free estimate on a Patio Door. On 10/18/17 we received a call from his insurance company requesting information on our patio door and the quote we provided. Prior to our next appointment on 11/10/17, the customer reached out requesting us to return to his home and re-quote with soffit and facia included. It was during that appointment that we wrote up a contract for a PD, soffit & fascia. Over the next few weeks we left several messages to set up remeasure, the homeowner responded on 12/1/17. Due to our busy schedule, our remeasures are lined up one after the other and we provide homeowners a two hour time frame on when we can be there. This particular homeowner was unavailable until after 4pm so we accommodated his schedule and remeasured on 12/5/17. The order was then submitted with a rush on it. Beginning 1/12/18 we left 3 messages to set up install. Homeowner responded on 1/18/18 and asked to set up install for 1/25/18, we accommodated his request. During this call he mentioned we will not get paid until he receives payment from the insurance company. He was aware at time of contract that our policy is 50% down and 50% at completion. The job was installed 1/25/18 and the homeowner was pleased with the job of the install crew. Once install was complete, we contacted the insurance company to check on the status of payment to the homeowner and they informed us payment was made. We then contacted the homeowner and he asked that we deposit his check on 2/8/18, we accommodated his request. It's disappointing to us that the homeowner was upset with his experience as we tried to accommodate him in every way."