M & M Exteriors, LLC
Washington, Haymarket, VA

M & M Exteriors, LLC Reviews

4.7 stars based on 10 reviews

Featured Comments:

• E

  Ed Johnson, Jr

  5.0

  Very pleased with the professionalism and timelines fo M&M. Matt walked us through the process of securing assistance from our insurance company, the selection of the roof, and keeping us informed of the process. The Crew did a great job on the installation and cleaned everything up afterwards. I highly recommend Matt and Melody of M&M!! I couldn't be happier and I plan to use them when we replace our windows.

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  Response from the owner

  Thank you for the kind words Ed. We loved working with you too!

• L

  Lauren Sexton

  2.0

  We hired this company to resolve some roof leak/water damage issues on our (first) house. We hired them based on the positive reviews, decent quotes, and professional presentation during the quote process. Once we signed the contract, however, there was a total flip in the approach. I guess they figured we signed the contract so they could drop the customer service act. We worked mainly with Matt, who could use some practice on how to speak to people in general and particularly customers paying him thousands of dollars. He is extremely rude. He also damaged my siding when repairing my interior wall, and took it upon himself to climb up onto my roof and saw off a piece of siding from up there and swap it out with the damaged piece. He DID NOT clear this with me, did not offer any compensation for damaging my home, and was not even going to tell me. I came outside and asked him about the siding he was holding and he said “it won’t go back on” but said nothing else. When pressed further he said he had damaged it (put a hold in it when cutting out the wood inside). When I asked AGAIN what he was doing and told him I saw him on the roof that was when he finally told me what he did. Completely unprofessional. He adamantly refused to show me pictures of the sawed off siding so I could ensure it was properly sealed, and later changed his story to say the siding had “cracked” because it was “old and brittle.” We had several issues with scheduling the project, I felt like a project manager half the time because I had to follow up due to no communication form Matt, and I have no idea what the quality of the work is. I gave two stars because I’m hoping the work was done well. Customer service was zero stars. When issues were addressed with him and solutions offered, he refused. Then when I sent an angry email pointing out all of the issues and letting him know it would go in a review I got an email back (probably written by someone else) in a generic “how can we resolve this” format. I had already offered the solution (just send a picture!) and been declined. Will never work with them again. EDIT FOLLOWING RESPONSE: It’s amazing that this review was responded to faster than any calls emails or texts we ever sent throughout the process. Below is an example of Matt’s inability to properly communicate. The “hours” he mentioned are actually a full day and a half (on a Friday so wanted to follow up before the weekend) after we sent the contract without a “received” response or anything after we had discussed getting on the schedule earlier in the week but never received the contract. My “upset” response to them finishing the job early was in fact me saying “wow that was quick after all!” in a surprised tone when he came back later to do the interior work but I suppose saying I was upset fits his narrative better. I should have been upset because they pushed out our project over a week because after looking at it twice they decided it would definitely take at least two days instead of the one we were originally told- but then finished it in less than a day anyway. I then had to follow up- again!- the next day asking where the team was because it was mid day and no one was there. No one told me they were done. No one cleaned up outside my house. No communication. Wanting to quit a job because the customer has to follow up with you says a lot about your work ethic. “Just fixing” damage is great if it doesn’t involve damaging another part of the house without consent or at least notification. Pretty basic common sense.

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  Response from the owner

  Negative reviews, even unfair ones, are a risk every business faces. We can agree with one part of this review, however: the work on Lauren’s project was done well. We knew that Lauren was going to be difficult to satisfy after we received her first angry message only hours after her husband hired us. At that point she was already “very disappointed” that we had not scheduled or begun the work. We almost quit the job then but we didn’t want her to give us a negative review for bailing out. So we soldiered on but will admit that some of our responses and communication with Lauren were mutually unsatisfying because we confess we frequently didn’t know what to say. For example, we probably didn’t adequately apologize when she became upset after we finished the work a day sooner than expected. Lauren had previously insisted that the job get done as quickly as possible so we were a bit dumbstruck when we did just that and she was nonetheless angry. And despite Lauren’s (to us, head-scratching) criticism of our approach, on those rare occasions when we inadvertently damage something we don’t ask for permission to fix it—we just fix it. That level of accountability defines M & M as a company and that will never change. In the end, we did our best to mollify Lauren’s frustration but we just didn’t know how to give her what she needed. Everyone goes through difficult times and we sincerely wish only peace and happiness for Lauren, her husband and their new baby. And even though we wound up with the negative review we hoped to avoid, we are proud of the work we did on Lauren’s home and just as importantly, the customer service we tried to provide.

• A

  Alecia Bryan

  5.0

  I was thrilled with the service from M&M. Matt walked me through every aspect of this process, answered my questions, and was available throughout the installation. I am so happy with my new roof and would recommend them to anyone who needs to make this investment.

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