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Complaint Details
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Initial Complaint
02/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We ordered a sun room for installation and put a $1000 deposit on it. Due to a medical issue, we had to cancel the project (they said they were 9 months out on it and we cancelled 30 days in to it). I contacted them and told them of the situation and stated they would not refund us. Finally, they said they would give us $500 back. They said we could use the $500 towards a future project/ We decided to see about just getting a patio cover, but when they quoted, they quoted an exorbitant price. I know this because I had them quote prior to this for a much larger. I read the contract, and I don't see anywhere that it states non refund of a project that has not even started. They claim they had to order the material, but if they are 9 months out, there is no way they could not have cancelled the order. At this point, I would like them to refund the other $500.00.
Business response
02/22/2022
Yes. After 3 day recission by ********** law and our contract states you cannot cancel a project and recieve your deposit back. We decided as a good gesture, even though it was way beyond three-day revision to give $500.00 of the deposit back, even though we already many office hours. ordering, cad drawing, Ect. As she stated she was thinking of changing to project from sunroom to patio cover after she had signed the contract. We then gave her another design and price for the change in project, which she declined. By law we could have charged her a percentage of the contract for lost revenues for breach of contract, but we did not. We choose not to pursue this course. Customers change their minds at times. But as company we have to cove our costs that are incurred on each project. We feel that we were being reasonable with this customer.
Customer response
02/22/2022
The major problem is that I was told that I could use the $500 when I was ready to do the other project. Due to the circumstances, I requested a quote for only a patio awning. When they quoted, they bid it super high to obviously have me reject so they could keep the money. You can see below the original quote and then the quote from last week and explanation thereof:
Alpha Sunroom/Mudroom with dual pane vinyl windows and a new concrete slab-$22,960.00
Temo Patio Cover 12x12 with new concrete slab and 2 ceiling lights installed-$9233.00In order to re-coup our $500, I requested a quote for a smaller patio cover - no concrete as per below:
The new Quote for the 6x12 patio cover, with No concrete and No electrical is $5,090.00
The above quote is for half the size of the original quote, not including concrete or electrical. The concrete, I was told would cost around $3600. So I was calculating the cover, no concrete, no electrical should be right around $1500 to $1800. The concrete is the most expensive portion. So, to quote $5,090 for a cover, 1/2 the size, no concrete and no electrical is just their way of taking our $500 and keeping it.
It was unfortunate that we had to cancel in the first place, but an emergency came up as I had explained. The business claims their material prices have increased, but that is not true. Material costs have actually come down since last year. I know because I am in this business. The claim that they put "hours" into our quote is simply not true. It was several emails back and forth, a "boiler plate" drawing with no specifics to our property, etc.
Very disheartened at the lack of customer service and the ********** law claim for the deposit which is not mentioned in the contract anywhere.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.