We went to Astro in search of replacement siding/fascia/soffits for out home. They had a nice selection of options available and did a decent job explaining each. We ended up choosing the most expensive. The contractor Astro recommended (Tim D.) did a good job installing it for the most part.
The issue for us came when we later noticed a couple defects in the installed siding. My first call went to the contractor who did not respond. The next went to Astro who said they would contact their sales rep regarding how to proceed with a warranty claim. It took a long time and some reminding but Astro did contact their rep and put us in contact with a manufacturer. Turned out the warranty wasn't quite as Astro had explained to us. There were two different manufacturers involved in producing the siding (LP & DiamondKote), each with a different warranty, so there was a dispute about who's part of the process was at fault. DiamondKote did however propose to send replacement siding pieces and money for installation, even though they felt LP was at fault. Our contractor agreed to replace the defective siding so we agreed to their resolution. After a few months of hearing nothing from the contractor, and then several calls & emails, he reneged on doing the job. Astro has refused to help us with the contractor ("too good a customer") and basically has left us on our own. At one point they suggested the work is easy and only takes a couple hours so we could do it ourselves (I am not a builder nor qualified), or try to find someone else to do the job. Apparently they do not consider the source of the money the contractor spends with them important.
To us how a business responds when issues arise is far more important than the original sale. We feel the contractor is more the source of our predicament than Astro, but both have thrown our siding repair need back in our face. read more