Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have not done business with Ferguson. I am making this complaint because I have home security footage showing that on August 29, 2024, a truck driven by a Ferguson employee or employees backed into my mailbox, knocking it over. The truck also damaged my ****** and a drainage pipe. The truck then left the scene without stopping to assess the damage or leaving a note. I contacted Ferguson the same day. I received a number of messages from Ferguson requesting the video and photos, which I provided. The company sent me text messages promising to take care of any damages. On September 13, 2024, I received a voice message from a woman who claimed she was with a company called *****, which purportedly represents Ferguson Enterprises in connection with accident claims. I called her back twice but never heard from her, and the company has stopped responding to my messages.

  Business response

  10/01/2024

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better.  To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you with the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

  Customer response

  10/03/2024

  I am rejecting this response because: The business did not get in touch with me within 1 to 2 business days, as promised.  I have not heard from them.  Accordingly, I am rejecting their response. 
  

  Business response

  10/04/2024

  Good afternoon.  I tried calling Mr. ************* My call went straight to voicemail, where I left him a message stating we are trying to get in touch with him about his mailbox damage.  I tendered the claim to our TPA on 9/3/24.  Our TPA began their investigation and reached out to the Mr. ****** on 9/5/24, leaving a voicemail.  She left another voicemail on 9/13/24.  We are trying to reach him. 

  Also, I spoke with the adjuster today.  She has emailed the claimant as well.  Mr. ****** just called me back.  I spoke with him and we are waiting on the estimate for damages in order to move his claim forward. 

  Customer response

  10/12/2024

  I am rejecting this response because:

  Ferguson's posted response is misleading, and Ferguson has since declined a request I made on 10/8/24.
  On 8/29/24 and 9/4/24, I provided Ferguson with video and photos of the incident at Ferguson's request.
  On 9/16/24 and 9/20/24, I called Ferguson's outside claims agent, Ms. ********* and left messages, as substantiated by my iPhone logs.  She did not return my calls until 10/4/24 (see below). 
  On or about 10/1/24, after I filed this complaint, Ferguson responded that they would get in touch with me in 1 or 2 business days.  They did not, so I rejected their response. 
  On 10/4/24, an internal Ferguson representative, Ms. ******** contacted me and said I had not returned Ms. ********** calls.  I told her this was incorrect and cited my 9/16/24 and 9/20/24 calls to Ms. *********  Later on 10/4/24, Ms. ******** contacted me and stated for the first time that she needed an "estimate for damages to [my] mailbox" and "proof of ownership."
  On 10/8/24, I requested $525 from Ferguson based on a quote I received from Yelp ($350 for labor) and internet searches of prices for replacement parts, i.e. a locking mailbox and post.  Other quotes I received from Yelp were in this same range.  I provided copies of the quote and proof of ownership to Ms. ******** and requested payment by 10/11/24.  
  On 10/9/24, Ms. ******** said on the phone that she required an "estimate" and not a "quote."  She later sent me an email saying she needed a "detailed quote" and demanded additional proof, including photos that I had already provided to Ferguson on 9/4/24.  I told her I did not understand what she wanted.  I have not heard from Ferguson since.
  Further, on 10/8/24, I  told Ms. ******* that Ferguson's response to the BBB was misleading.  On 10/9/24, Ms. ******* wrote that a "different department" had handled the BBB response. 
  I do not think Ferguson is serious about resolving this claim.  I am concerned they will keep demanding and rejecting additional information from me hoping that I will give up. 

  
  

  Business response

  10/18/2024

  We sincerely apologize for the inconvenience you've experienced. We understand that you have already been in contact with the representative handling your case. As they have requested, they will need the detailed repair quote for the damages, along with proof of ownership, in order to proceed with the review of your claim. Once you have gathered these documents, please submit them directly to the inquiring party. This will allow them to move forward with the review process. Thank you for your understanding.

  Customer response

  10/26/2024

  I am rejecting this response because:

  Ferguson's response is disingenuous and demonstrates the problem with Ferguson's entire approach to this incident.  The response states that I need to provide proof of ownership and other information to Ferguson, thus suggesting that I had not yet provided information Ferguson had requested.  In fact, on 10/8/24, I sent Ferguson proof of ownership (i.e., evidence of property tax payments - one of the forms of proof Ferguson said they would accept), and Ferguson's claim representative, ***** ******** of *****, acknowledged receipt of that documentation and raised no concerns about it.  In addition, on multiple occasions, I have provided to Ferguson video of the incident and photos of the resulting damage.  I provided this evidence directly to Ferguson on 8/29/24 and 9/4/24, and I also sent it to Ms. ******** on 10/16/24, after she indicated she did not have at least some of the documentation that I had previously submitted to Ferguson.  Further, as noted in my last posting, contrary to Ferguson's most recent message, I provided an estimate for labor and materials to Ferguson on 10/8/24 ($525 total, which is more than reasonable given the damage Ferguson caused).  Ferguson has acknowledged receipt of that estimate but has never paid, opting instead to make repeated requests for the same information and documents.  As also stated in my last post, I believe Ferguson is simply drawing the process out, hoping that I (and the BBB) will grow tired and give up.  Moreover, Ms. ********* 10/9/24 email to me that "a different department" has been handling Ferguson's BBB postings (offered in response to my complaint that Ferguson's 10/7/24 post was misleading) was apparently not accurate either.  I say this because Ferguson's 10/7/24 post states, "Mr. ****** just called me back.  I spoke with him and we are waiting on the estimate for damages in order to move his claim forward."  This conversation was between me and Ms. ******** so it appears she either prepared the post or was involved in its preparation.  Companies should not operate this way.  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩