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Chesapeake Home Remodeling complaints

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3544 Roland Avenue
Baltimore, MD 21211 | Get Directions

(410) 646-8140

http://www.chesapeakeexteriors...

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Total Amount in Dispute:
$1,201.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to some complaints. However, most complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.
However, the company failed to respond to one complaint.

Complaint Closing Statistics

2 complaints against Chesapeake Home Remodeling closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against Chesapeake Home Remodeling

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3/23/2022

RESPONSE: Complaint was not answered Amount in Dispute: $1,201.00 Amount Settled: $0.00

Customer Complaint

2/25/2022

New upper roof completed 11/2021 with the exception of the skylight which was a special order. Kevin (owner) said he would provide the warranty when the skylight was completed. We spoke MANY times from November to February about the shipping delays, We discussed putting in a standard one but he said no because we would have to cut the trusses and redo allot of the roof and it would be too costly. Feb 10 he came over to install the skylight. I paid him because he had another job and his employee was here with the skylight. Employee called Kevin as did I telling him it was the wrong size. He told the worker to center it, caulk it and be done. Worker was her almost 7 hours trying to get it to work . It is 4" too wide all around, and the window well has a 4: tall and wide cavity where it does not sit properly, the screen cannot be removed for cleaning because it is too big for the opening. The inside wall was damaged from leakage in November when they did not put the original skylight back properly. I have called cell and work, texted cell, emailed personal and business and no response. No warranty, no proper skylight, caulk all over new roof, months of waiting to have no resolution to what is clearly a major problem This would never pass inspection when we go to sell. Resolution Sought Put in the correct skylight , repair the damage to the roof from installing a too big skylight, repair the damage to the inside from the leakage in November, remove the caulk from roof, provide the 50 year warranty for the upper roof, and provide the 5 Senior discount advertised on his website. OR refund the full $1,201 plus damages plus frustration to remove the caulk and hire a new contractor to replace the skylight with proper one.

9/15/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

8/12/2021

Not honoring warranty on roof. Warranty is for 10 years Would like the problem to be fixed Resolution Sought To get the roof fixed

Company Response

9/1/2021

So this roof had two separate areas. An upper roof, and a lower roof in the back. We were contracted to replace the lower roof only. We replaced all new wood, and an all new roof on that area. We have been contacted to service the roof prior times which as we do, we went out to examine the roof and make a determination of why it was leaking. We examined and advised the customer that the new leak was running down from above down the brick wall and that her upper roof and/or sliding glass door needed to be addressed. We went out one more time when she called just to double check and confirm this was the issue and it is. I have backed my warranty on the work that we completed, I have responded and acted when the customer has called on multiple occasions, she knows the roof issue she has is not our fault, but wants to blame us anyway. I have no desire to complete new work for this customer, she will have to find a company to do the upper roof repair, but I will honor my warranty on the lower roof.

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