ComplaintsforMr. Fix It of Sierra Vista

• Initial Complaint

  10/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Mr. Fix It of Sierra Vista Invoice Estimate # ***** paid 2 May 2022 (pay at completion of work; copy provided) for roofing work. Apply two coats of APOC #247 White Elastomeric Roof Coating to painted portions of the roof (Back Patio & Garage). The invoice states the workmanship warrantee is two years and that Mr. Fix It would like to be contacted before a customer files a complaint with the AZ Register of Contractors. ********* (phonetic spelling) was called on 4 October 2023. I asked to talk to the owner, **** (phonetic spelling of name) and I explained I had an issue with the roofing work, as water had collected in between layers of the coating. She indicated she would pass on the information I provided and my meeting request to Erin, and that he should be able to call me that afternoon. It is now the afternoon of 6 October and I have received no return call from **** or any Mr. Fix It representative. Roofing contractor representatives redoing my tile roof noticed the issue with the water in between layers of the coating in two locations and cut the top coating layer to release the water to prevent further damage to the roof (see pictures with evidence of water flow). They explained that this happened because the coating was not properly applied at the high end of the flat roof, so that water was able to get in between the roof coating layers. I asked my current roofing contractor what needed to be done to do the job correctly; they explained what needed to be done; and redid the roof. I did this because I did not have confidence that Mr. Fix It personnel could do the job correctly, as there were examples on other jobs done by Mr. Fix It personnel where the job was not done as agreed to with the estimator or Mr. Fit It representatives had to be contacted to get someone to return and complete a job as correctly as they were capable of doing.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Summary: We are seeking a full refund of our deposit ($1,506.38) for a proposed job that was never started. Background: I asked to have two new windows installed. When the staff person arrived, he told me that they would have to cut about 2-3 inches of stucco all around the window to get the old window out. Understandable. However, the next step, sealing the exposed stucco? That would not happen for another two weeks. The staff person told me that was the earliest a stucco person could get to my house. That makes absolutely no sense. In the middle of monsoon season, this company is completely fine with cutting out stucco from the side of the house that takes the hardest hit of the rain and wind and leave the stucco UNSEALED!!! I told the staff person that is not at all something that we want done. When water starts to leak around the window from exposed stucco whose problem would it be? Ours. Instead of coming to our home with a plan to start and finish the job, Mr. Fix it was totally fine with simply starting the job, LEAVING THE WORK SITE OPEN TO WATER DAMAGE, and then coming back, in two weeks (which is just an estimate, not a confirmation) to finally seal the stucco. When I asked the manager to call me back, no phone call. When I emailed the owner all of the details of this situation and asked for a return of my deposit because we no longer want to work with a company that is so unprofessional, again, NO RESPONSE. THEY COMPLETELY IGNORE ME. How difficult is it to simply call/email a customer and say, "What can we do to make this right? We value your business and we care about your home?" Apparently, it is VERY DIFFICULT for some businesses. We want our refund returned. Period.

  Business response

  08/09/2022

  To Whom it may concern -

  As per the copy below, we have sent correspondence to this customer and have tried calling the customer as well.   She stated, as in her attached email "she had NOTHING" TO DISCUSS WITH US.  We still tried to reach out to her yesterday afternoon.  I'm sorry but this is not even a valid complaint at this point since we have tried to reach out by phone and responded to her barrage of complaints in a google review over 5 hours ago as well as released a refund to her.  We were never given a chance to remedy her issue.

   

  ****-
  We are sorry that you are unhappy with the service that we were to provide you with the installation of two new windows. The tradesmen that were out at your site spoke out of turn and should not have stated to you that your stucco was not going to be done for 3 weeks. That was untrue, as I (Karen - the office manager) had the stucco repairs for your new windows on the schedule right after the window installation which would have been the next day. I do apologize that you were not given the correct information on site and our tradesmen should have reached out to the office before giving you that information. As far as calling you back, when you called the office and asked to speak with management, I was in a meeting with another customer and could not take your call. You then told the front office you wanted a call back before the end of the day. 15 Minutes after your initial call to the office, we received an email from you stating you wanted a refund and there was NOTHING more to discuss, therefore respecting your wishes I did not call you back. Aaron, the owner did try to call you yesterday afternoon. He left a voicemail as you did not answer the call. We did try to communicate with you and were not given the opportunity to make anything right which is exactly what we had hoped we could do.
  Had we been able to speak with you yesterday we would have been able to explain to you the situation, the miscommunication given to you by our tradesmen (which is totally our fault) and how we planned to execute the installation of the windows concurrently with the stucco repairs, which would not have been three weeks after the initial install.
  We apologize for the miscommunication given to you on the job site and we will address and improve that issue immediately. As far as trying to remedy your issues, you did not give us the opportunity to do so before writing your review.
  As far as your refund, it takes us a few days to process it through our accounting department and get the refund check to you. I requested your refund yesterday and it will be mailed to you before the end of the week.

  Customer response

  08/15/2022

  I am trying to close out this case and I am unable to do so. 

  
  

  I did note in my email to BBB on Aug. 8: As my only selections are "I accept the reply from this business" or reject the reply, I will with hold my selection until I receive the refund. If I receive the refund I will close the loop on this matter and state that I accept. At this point, they have only offered words, not the requested monetary refund.

  
  

  I have received my requested refund. Unfortunately, someone at BBB marked my account "I do not accept the response made by the business to resolve this complaint." That is NOT what I wrote in the Aug. 8 email. I was withholding comment on this matter until the funds were provided. 

  
  

  I watched the video on the BBB site. It notes that we can select the accept or reject options. See attached. Those options are not provided anywhere in my account. 
  
  I am trying to do the right thing and BBB is making it very cumbersome and difficult. All I wanted to do was go into my account this morning and select "I accept the resolution provided" and now I have to waste more time on this matter sending an email to BBB explaining that I cannot select that option!!!

  
  

  TO BE CLEAR: I want my account to PROPERLY reflect the status of this matter. It HAS BEEN RESOLVED. Please explain HOW I am supposed to select that option for my account. If you are going to handle it on your end provide an email to me so I know it has been changed from the inaccurate "I do not accept..." to the CORRECT RESPONSE "I DO ACCEPT." 

• Initial Complaint

  02/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Sometime in late 2021, I contacted Mr. Fix It to see if they would do some roofing repair work for me. They sent out “**** to evaluate the work I proposed. He came back with an estimate which is attached. *** never said or indicated the work wasn’t “do-able.” The work I needed done most urgently was to shore up the flashing and wood that was attached to it by the “patio cover” (which I call an egg crate) and then to repair and replace the pieces of rotten wood with new lumber. This damage occurred because rain leaked for years between the flashing and the egg crate wood, rotting it. I okayed the estimate and the work was put on the company’s “to do” list. I was told I would be notified in the future as their schedule permitted. I didn’t hear from them for about a month. Then I called the office to see if there was any movement on the first item on the list by the company and was told it should be on the schedule within two weeks or so. But then I was called back the same day, on January 28,th and told that an employee had finished a job early and could do the work that afternoon. I was very happy since I wasn’t sure how unstable the wood involved was. A Mr. Fix It employee came out the afternoon of the 28,th and in about two hours he did an excellent job and I was happy with it. Estimates are only good for about a month at Mr. Fix It so I asked the office worker if I could have the rest of the items on the list be re-evaluated and have the second item, which would repair the shored up part, reinstituted. They agreed to send someone out on February 1. On Feb. 1, “*****” showed up from Mr. Fix It. It was clear he wasn’t aware of the first evaluation and didn’t know what I wanted to have done. I brought out the paperwork from ***’s evaluation and showed him and told him what I wanted. He kept looking at the work to be done on the house, but then kept wandering back and looking at the rest of the egg crate, which didn’t need repair. I directed him at least

  Customer response

  03/09/2022

  I have had no contact coming from Mr. Fix It of Sierra Vista.  There has been no resolution to my complaint.

  
  

  ***** *****

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