Exterior Recovery

Subject: Unresolved Issues with Construction Work and Lack of Response

I am writing to express my frustration and disappointment with the services provided by Exterior Recovery Company, CO, which have resulted in a significant loss of both time and money.

On September 7, 2024, your team was hired to replace and rebuild my front porch deck. While the overall deck construction is of high quality, and I appreciate the hard work of the men who completed the deck itself, there are several issues that have been extremely unsatisfactory and unresolved:
• We are still owed a refund of $1,800— it was an accidental overpayment over the agreed-upon/contracted amount. In hindsight, we were pressured to pay before everything was complete and cleaned up. We trusted the project manager and now realize that this was a mistake.
• The stairs leading to the porch are uneven, posing both a safety risk and a clear lapse in craftsmanship. Each stair is a different height, and the bottom step is uneven. Our neighbor almost fell when he went down the stairs because of the way the stairs were constructed.
• A mess was left when the job was complete. We had to handle the final cleanup, which included removing nails, screws, and leftover trash, AND a 30-foot steel rail that needed to be cut down and taken to the recycling center—all of which should have been covered by the trash removal fee I was charged.
• A good portion of our lawn was destroyed; because of the work that was done in the area, we were left with dirt and dead grass.
In addition to all of these issues, my main disappointment lies with your sales representative and project manager, who have both ignored multiple attempts to talk about and resolve the issues. It seems that once the payment was made, communication stopped, and the professionalism I expected from the company vanished. Since then, I have reached out to your company numerous times over the past month, but my attempts to resolve these issues have been completely ignored.
Due to your lack of communication and failure to correct the outstanding problems, I felt I had no choice but to share my negative experience in a public review. This is not a decision I take lightly, but after nothing but silence, I am left with no other recourse.

I urge you to take immediate action to resolve this matter, to make good on your end of the contract. At the minimum, please detail how you plan to address the refund, the compensation for removal of trash and the uneven stairs and the killed lawn (12 strips of sod from Home Depot, $120). In my last text with the sales rep, I said, "I'm praying you do the right thing here." I haven't heard from him since.

I hope you understand the gravity of this situation and will respond promptly.
A dissatisfied customer! You know who I am.