Let’s be honest. Every home improvement company says they care about their clients. But how many actually show you what happens when something goes wrong?
At Southwest Exteriors, we’ve earned a 4.9-star average across more than 1,000 reviews. But 13 homeowners gave us 1-star reviews.
Most companies would avoid that conversation.
We’re going to lean into it.
“A 1-star review doesn’t scare us. Ignoring it does.”
-Ryan Shutt, Southwest Exteriors, CEO
Why We Take 1-Star Reviews Seriously (And What Happens When We Get One)
For some contractors, a bad review is a PR problem. For us, it’s a leadership signal.
When a 1-star review comes in, it’s not ignored, filtered, or brushed off. It goes directly to our CEO. Immediately.
He personally contacts the homeowner. He sits down with the team involved—not to assign blame, but to understand. And we ask ourselves:
- Where did we break trust?
- Was this a systems issue or a human one?
- And what do we need to change?
Because we don’t just respond to problems—we try to prevent them from happening again.
This kind of accountability isn’t a marketing strategy. It’s how we operate as a team.
The Most Common Complaints We Hear (And Why They Matter)
When we reviewed our 1-star feedback, here’s what showed up the most:
- Communication breakdowns during long timelines
- Unclear pricing or expectations
- Delayed warranty follow-ups
- A mismatch between client expectations and project scope
- Crews not fully representing our standards on-site
These aren’t minor oversights. They’re gaps in trust—and we treat them that way.
A Commitment to Quality - Continuous Communication and Proactive Solutions
At Southwest Exteriors, we’re committed to resolving issues, even when they arise after a project is completed. Take Debra Stevens (name changed for privacy) as an example. Her experience with our siding installation project was far from perfect. From missed touch-ups to concerns about caulking and the finish, we knew we needed to address the issues promptly and professionally.
While it’s common for minor concerns to arise after large projects, Debra’s feedback gave us an opportunity to refine our processes. Her specific concerns included incomplete caulking and a miscommunication regarding the power washing process, which led her to believe that not all steps were followed as promised. These were issues we took seriously.
Our team immediately took action, contacting Debra multiple times to inspect the project and correct any oversights. We scheduled several follow-up visits to address the caulking and touch-up painting, ensuring her home would meet our high standards. Even when we faced some scheduling delays, we were in constant communication with Debra, showing her our commitment to getting the job right.
Through consistent communication and follow-up, we were able to resolve Debra’s concerns and provide the level of service we strive for. Her feedback reinforced our belief that quality isn’t just about completing a project—it's about ensuring every client feels heard and satisfied, even after the job is done.
This experience has helped us improve our follow-up procedures, reinforcing that customer satisfaction is a continuous process, not just a one-time effort. We’re grateful for Debra’s patience and the opportunity to learn and grow from this experience. It’s the kind of feedback that shapes the way we work and helps us build the trust that Southwest Exteriors is known for.
“You don’t build trust by being perfect.
You build it by making things right when you fall short.”
-Southwest Exteriors
The Homeowner Experience We Strive to Deliver Every Time
The full picture of our work includes the many, many times we get it right.
“From start to finish, things were communicated and happened on time.”
— Kim Igleheart
“They cleaned up after themselves daily and left everything spotless.”
— William Davidson
“I had a warranty issue years after install and they honored it—no hassle.”
— Richard Marple
These reviews reflect the standard we fight for—not because it’s easy, but because it’s earned one homeowner at a time.
Questions You Should Ask Any Contractor
Before you hire any home improvement company, don’t just scroll through the star ratings. Look deeper. Ask:
- How do they respond to complaints?
- Do their reviews show the same issue over and over?
- What’s their process for making things right?
- Can they tell you the last time something went wrong—and what they learned?
If they hesitate, that tells you more than any badge or testimonial ever will.
“Anyone can look good on a good day.
What matters is how they show up when things go sideways.”
-Southwest Exteriors
We’re Not Perfect. But You Deserve a Home You’re Proud Of.
We hope you read all our reviews—the raves and the rough ones. Because we believe every review, good or bad, is a chance to listen, learn, and lead better.
We’re not the cheapest. We’re not the fastest.
But we show up, we own our mistakes, and we fix what’s broken.
And at the end of the day, that’s not about earning your trust.
It’s about helping you feel proud every time you look at your home.
That’s why we do what we do.
At Southwest Exteriors, we take accountability seriously. If you’re facing a challenge with your home project, let’s talk about how we can fix it, together. Our team is ready to listen, learn from past mistakes, and provide the solutions you need.
Ready to take the next step? Schedule a free consultation with us today.
We don’t just want to build your home, we want to build your trust."