What is on the record
The BBB profile for this business records three complaints closed in the last three years. All three concern siding workmanship. The profile shows the status of each one as recorded by the BBB. The profile also carries customer reviews, and the review average there sits below the rating we hold on Google — which is normal, because people who take the trouble to write on a BBB profile are usually motivated by a problem, but it is still part of the picture and we are not going to point only at the higher number.
We are not going to characterise those complaints here, argue about them, or describe the customers who filed them. Doing that in public is exactly the behaviour that makes a complaint record look worse than it is, and the people involved are entitled to not have their disputes re-litigated on a marketing page. The record says what it says, the BBB shows the outcomes, and you can read all of it.
What we will say is that a cluster of complaints in one trade is information, and we have treated it as such internally rather than as a public relations problem. What we changed as a result is described in plain terms on our process page, in the section covering what happens when something goes wrong.
Our response commitment
These are the commitments, and they are written to be checkable rather than to sound good.
- Acknowledged in writing within one business day. Not resolved within one business day — acknowledged, by a named person, so you know it has landed with someone and is not sitting in a queue.
- A named owner inside the company. Every complaint gets one person accountable for the outcome. If that person is the same project manager you are already frustrated with, you can ask for it to go to someone else, and that request is granted rather than debated.
- A site visit where a site visit is warranted, and it is prioritised over scheduled production work when water is actively getting into a building.
- A written outcome with a date. Even where the answer is that we do not believe the matter is ours to remedy, you get that in writing with the reasoning and the photographs, rather than a phone call that later nobody remembers the same way.
- A complaint filed on a public platform gets a response on that platform. BBB complaints get a business response filed with the BBB. Reviews get a reply. An unanswered public complaint is a choice, and it is a bad one.
- Escalation to ownership on request. The management contacts for this business are on the public BBB record and are named on our ownership and licensing page. You should not have to work out how to reach them.
- Closed with you, not by us. An item stays open in the project file until you say it is resolved. "We tried to reach them" is not a resolution.
What we will not do
We will not ask you to remove a review as a condition of anything. If we put a problem right and you would like to update what you wrote, that is entirely your decision, and if you leave it exactly as it stands that is also fine. Repairs are not traded for ratings.
We will not respond to a public complaint by describing your payment history, your conduct on site, or anything else that belongs in a private conversation. If a contractor's public replies read like a prosecution, look at how they will treat you when they are the one under pressure.
We will not tell you that a complaint was entirely someone else's doing. Occasionally that is true, and even then it is worth asking what we could have communicated better so it never became a complaint in the first place.
How to raise something with us
Call the office on (240) 880-2108 and say you want it logged as a formal complaint. That phrasing matters: it starts the clock on the commitments above and creates a record with a date, rather than a note about a call. Put it in writing as well if you can, even a short email, because a written description of the problem removes any later disagreement about what was reported and when.
Include what the problem is, where on the property it is, when you first noticed it, and what you have been told so far and by whom. Photographs help. If it involves water, tell us that first, because it changes how quickly we schedule the visit.
The outside routes, which we are not going to hide from you
You are entitled to go outside the company, and you do not need our permission or blessing to do it.
- The Better Business Bureau. File through our BBB profile. We are accredited, which means we have agreed to respond, and we will.
- Maryland Home Improvement Commission. The MHIC regulates licensed home improvement contractors in Maryland and administers a guaranty fund for homeowners in certain circumstances. Our Maryland licence number is 111971 and you can verify it through the state public query.
- Maryland MHIC. The Department of Professional and Occupational Regulation licenses and regulates contractors in Virginia.
A contractor who tells you that going to the regulator will make things harder for you is managing you. Those bodies exist because construction disputes are asymmetric, and the homeowner is the one holding less information.
Why we would rather you read this before you hire us
Anyone can look good on the day they want your signature. What you are actually buying is behaviour under pressure — on the day the weather turns, the day something is discovered behind a wall, the day a crew makes a mistake. None of that is visible in a sales presentation, and the closest available proxy is how a company behaves on its public record when it has a problem it cannot control.
So: read the complaints on our BBB profile. Read the reviews, including the ones that are not five stars. Compare the response commitments on this page to what you can see was actually done. Then do the same exercise with the other two contractors you are considering, and notice how many of them have a page like this at all.
Raise something with us
If you are an existing customer with an issue, use this form or call the office and ask for it to be logged as a formal complaint.
Questions about complaints and reviews
Does this company have complaints on record?
Yes. The BBB profile for this business records three complaints closed in the last three years, all of them relating to siding workmanship, and the outcomes are shown on the profile. The profile also carries customer reviews with a rating average that is lower than our Google average. All of it is public and we link to it from this page. Any contractor doing volume work over years has a complaint record, and the ones who appear not to are usually newer, smaller, or harder to find.
Why publish this instead of quietly hoping I do not look?
Because you can look, in about thirty seconds, and finding it yourself after we implied there was nothing to find is far more damaging than reading it here. A complaint history tells you something useful about a contractor, but only if you can see what it was about and what happened next. Hiding it removes the information and leaves the suspicion.
What does your response commitment actually mean?
That every complaint gets acknowledged in writing within one business day, gets a named owner inside the company, gets a site visit where a site visit is warranted, and gets a written outcome. It also means a complaint filed with the BBB gets a response filed with the BBB. An unanswered complaint on a public profile is a self-inflicted wound and there is no good reason for one to sit there.
What if I am not getting anywhere with the project manager?
Escalate. Ask for the escalation to go to ownership and say plainly that is what you are asking for. The management contacts for this business are on the public BBB record and are named on our ownership and licensing page. You should not have to work out how to escalate, which is why it is written down here.
Will you ask me to take down a negative review?
No. We may ask whether there is something we can put right, and if we put it right you are welcome to update your review or leave it exactly as it is. We do not condition a repair on a review being removed, and any contractor who does is telling you what they are optimising for.
How do I file a complaint?
Call the office and ask for it to be logged as a formal complaint, which starts the clock and creates a record. You can also file through the BBB, and in Maryland you can contact the Maryland Home Improvement Commission, which regulates licensed home improvement contractors and administers a guaranty fund. In Virginia the equivalent regulator is DPOR. We would rather resolve it directly, but you have those routes and we are not going to pretend otherwise.