ComplaintsforAaark Total Home Services

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 23, 2024, AAARK (************) serviced the cooler on my roof. Several days later I entered the attic beneath the location of the cooler and found that a portion of the roof near the ridgeline had been broken from someone walking above. I provided AAARK with photos of this damage (attached). **** acknowledged responsibility in the following text exchange that I had with him on 5/28/24. ME: Hi, ****. It looks like you accidentally stepped through a roof slat while doing the swamp cooler and gutter cleaning last week. Can you please schedule a repair? ****: Hello ! Oops it happens more than youd expect. Fastest way to get service is to call our main office and **** will get you set up. ************. I have provided ***************************, head of operations at AAARK, with the following additional information, in multiple emails dated 5/31, 6/3, and 6/13. In servicing the cooler, **** accessed the roof above the driveway in front of the house. Because the cooler is located at the back of the house, **** had to cross the house ridgeline a minimum of two times (likely more) to perform the work on the cooler. The location of the damage is in a straight line between his point of access and the cooler. Furthermore, **** cleaned out all the home's gutters, and therefore, again crossed the ridgeline a minimum of two more times. And, given the necessity to transverse the full length of the house to clean the gutters, and given that walking along the ridge line provides the easiest exit path, the damage likely occurred during this egress. **** is a large man, easily in excess of 210 pounds. Thus, it is entirely probable that while he was crossing or walking along the ridgeline, **** caused the damage. I am 72 years old and weigh 157 lbs. I did not cause this damage. The facts are straightforward. (1) **** worked on the roof in the area of the damage. (2) **** acknowledged responsibility. (3) AAARK is not responding to my emails. I would like AAARK to repair the damage to my roof.

  

  Business response

  06/28/2024

  **************,
  
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to address them promptly and thoroughly.
  
  While AAARK did perform work at your site on May 23, 2024, we would like to clarify the following points:
  
  1. The location of the damage you reported is over 15 feet away from our designated working area.
  2. It is against our policy for our technicians to walk on the ridge of a roof, which is where the damage you mentioned is located.
  
  Regarding your communication with ****, we understand that he suggested contacting our main office to expedite service. However, we would like to clarify that this suggestion was not an acknowledgment of responsibility for the damage.
  
  Additionally, we have made several attempts to reach you to schedule an onsite inspection to assess the situation, including multiple voicemails and emails. Unfortunately, we have not received any response from you to our efforts.
  
  We are committed to resolving this issue and would like to conduct an onsite inspection at your earliest convenience. Please let us know a suitable time for us to visit or if there is an alternative contact method for you.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  ***************************
  C.O.O.
  AAARK
  
  
  
  

  Customer response

  06/28/2024

   
  Complaint: 21912949
  
  I am rejecting this response because:

  ********************,
  1. The issue is not a function of the distance of the cooler from the actual damage, but the routing that your employee took to get to and from the cooler and to blow out the gutters.
  2. The damage, as clearly shown in the photos I provided, is not on the ridge itself, but adjacent to it. The damaged area is exactly where someone would place a foot when either crossing the ridge or straddling it while traversing its length. 
  3. The admission of your employee is clear from a normal reading of the text exchange, which I have provided to you.  The fact that you are now repudiating that admission by invoking a company policy should be expected, but it does not change the unambiguous meaning of the text.
  4. I have received no emails, texts, or phone calls from you or anyone in your company since 6/3/24.  My records can verify this.  Rather than engage in this duplicitous attempt to shift responsibility, you can simply press reply on any one of the 4 emails I have sent to you.  Alternatively, you can text or call me on the number that **** has used for several years to contact me.
  
  Im pleased that you are committed to resolving this issue. I await your response and the immediate repair of the damaged roof.
  
  Sincerely,

  *********************

  

  Business response

  07/25/2024

  AAARK Total Homeservices
  
  July 25, 2024
  
  Better Business Bureau (BBB)
  
  Re: Complaint ID [Insert Complaint ID]
  
  Dear **************,
  
  We appreciate you bringing your concerns to our attention and for your patience as we address them. We understand the importance of resolving this matter promptly and to your satisfaction.
  
  First and foremost, we apologize for any inconvenience you have experienced. We take all customer concerns seriously and strive to ensure that our clients are fully satisfied with our services.
  
  Addressing Your Concerns:
  
  1.*Routing to and from the Cooler:
     - We have reviewed the concerns regarding the routing taken by our employee. While our initial assessment considered the distance, we acknowledge your point about the path taken and its potential impact on the roof. However walking a ridgeline is not typically safe or practical, ridgelines are straddled if they ***** to be walked.
  
  2. Damage Location:
     - We have carefully examined the photos you provided and understand that the damage is adjacent to the ridge. We recognize that this area is susceptible to damage from foot traffic during maintenance tasks. We take your observations seriously and will ensure that our team is aware of the specific areas of concern on your property.
  
  3. Admission by Employee:
     - We regret any misunderstanding regarding the text exchange. Our goal is to be transparent and accountable. We are reviewing the communication and will ensure that our employees understand the importance of clear and accurate communication with our clients. But please know our technicians don't keep individual customers numbers in their phones so calls are not identified by the number you called from.

  
  4.*Communication Attempts:
     - We apologize if our emails, and phone calls have not reached you. We have records indicating that emails were sent on June 3rd, June 15th, and June 28th, and phone calls were placed on June 14th and June 28th. Messages were left, including my personal cell phone number, for direct communication. Understanding that people may be hesitant to return calls from unfamiliar numbers, we made efforts to clearly identify ourselves and provide a direct line for contact. We regret if any of our messages did not convey this effectively.
  
  Next Steps:
  
  - Repair:
    - Prior to repair we requested a site visit to determine the actual issue the single picture taken from a distance doesn't supply us with enough information to determine the cause or the repair procedure.
  
  -Site Visit:
    - To ensure we fully understand and address the issue, we will send one more email to schedule a site visit. This will allow us to put eyes directly on the problem area and develop an appropriate solution. However, please note that scheduling this site visit requires coordination from both parties. We cannot be held responsible for any delays in resolution if we are unable to schedule the visit due to a lack of communication or availability.
  
  - Improved Communication:
    - We will review our communication processes to ensure that all future interactions are clear and that we maintain open and effective channels of communication with our clients.
  
  We appreciate your patience and understanding. Our priority is to make this right and restore your confidence in our services. Please let us know the best time to reach you to schedule the repair. We are committed to resolving this matter to your satisfaction.
  
  Sincerely,
  
  ************************; 
  Hire Manager  
  AAARK Total Homeservices  
  ***************************************************; 
  ******, CO 80216  
  ************  
  **************************************

   

  Customer response

  07/31/2024

   
  Complaint: 21912949
  
  I am rejecting this response because: Although I received an email from *************************** suggesting that AARK might repair the damage, his offer is conditional and there is no specific commitment to repair the damage.  ******************** requested that I schedule a meeting with AAARK in order to survey the damage.  On July 25, 2024, I provided him with an acceptable site inspection date for the week of August 17th.  I have heard nothing from ******************** in response.  Given that AARK has not committed to repairing the damage and given that there has been no reply to my July 25th email, I do not accept the response by **** as regards the damage to my roof.  This must remain an open BBB complaint.  
  
  Sincerely,
  
  *********************

  

  Business response

  08/20/2024

  ************** is correct we haven't promised anything more than a review of the situation, which has been scheduled for August 21st. We will evaluate the roof life and shingles and advise ************** of his options at that time. 

  Customer response

  08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are long-time customers of Aaark and never had a problem before. I hired Aaark to replace an outdoor faucet in June 2021. It immediately leaked causing damage to two basement walls. Aaark fixed the leak. Because there had already been significant damage to the basement from an unrelated burst pipe (which Aaark also repaired), we covered the cost of the repairs for the damage caused by the faucet leak. On July 26, ****, the joint connecting the faucet failed again causing damage to the newly installed living room and basement carpet and the same two basement walls. We paid $304 to replace the ruined carpet padding and reinstall the carpet. Aaark repaired the faucet, but refuses to cover the cost of the other repairs.The only reason the faucet connection would have failed within two years is that it was not properly soldered and weak. Both Aaark's master plumber and another employee agreed the leak was not caused by a frozen pipe. Aaark's initial response was that the claim was outside of its one-year warranty. I am not aware on anything in writing regarding a one-year warranty or any waiver of my rights for negligent work.I have tried to resolve this with the owner, *****************************. He blew me off for over a week, and when we finally spoke, he was rude and condescending. He has absolutely refused to do anything to resolve the dispute. He said the leak could have been caused by freezing, temperature changes or high water pressure in ******, which is all complete nonsense under these circumstances, and contradicts what his own employees told me. A properly soldered connection will not fail in two years.Aaark Total Home Services does drywall work and painting, and could easily repair the basement damage at little cost to them. Yet, not only will they not do it at their cost they gave me an estimate not to exceed $1,885, which is easily four times what it should cost for a relatively minor repair. I want Aaark to make the repairs at no charge and pay me $304.

  Customer response

  09/15/2023

  I have resolved my complaint. AARK repaired the damage and agreed to reimburse me the $300 for the carpet repair. I would like to withdraw the complaint.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/23/2022 we had this company come to our home and install a new HVAC thermostat (this was an after hours call, we were out of town and saw that our thermostat was not working). We paid a total of $458.13. When we returned to our home almost a month later, we discovered that the technician took our furnace filter out of the furnace and did not replace it. That filter was only 1 month old, there was a new one in that room which he picked up and left on our dryer but did not put it in the furnace. I called and the company checked with the tech who had came to our home and he said the filter that was in the furnace was dirty so he took it out. First of all, why did he even take it out, he was supposed to just replace the thermostat, why didn't he put that one or the new one back in? Our furnace ran without a filter until we returned home. This is very bad for a furnace, a home, and for allergies especially during the cold months (our furnace is only a year old). I called the company, they admitted this was wrong, and they said they would come and clean our furnace ducts and check the furnace. When they came, they wanted us to pay $750. to do just clean the ducts. I told the technicians it was supposed to be free due to them causing this problem, but they said they were told to charge us. I have attempted to call this company, they don't answer my call or return my voice message. We have been having problems with dust/allergies since this happened.

  

  Business response

  05/08/2022

  Here is the information that I receive during my investigation. This customer called in during after hours with no heat. We sent an after hours emergency technician to the property to complete a repair. He discovered there was no filter in the furnace and there was none on site to install. Due to the fact that it was after hours it was not possible to obtain a furnace filter at that point in time. The customer called approximately two or three months later ranting and raving about how the furnace had been running for the past couple months without a filter in it demanding that we clean her ductwork for free. We explained to her that number one the lack of a furnace filter for a couple of months is not going to contaminate the ductworks system. We also explained that not only the filter has no bearing on the return airside of the ductwork system it only filters the air going through the furnace and the supply side of the duct work system. We offered to do a duct cleaning at a 10% discount rate which she agreed to. We scheduled the work my crew showed up on site and she again started demanding that we should do the duct cleaning for free. At that point in time we pulled the crew off of the job site and had them come back to the shop.  We have attempted to satisfy the customers needs we feel that she is being completely unreasonable. The fact remains there was no furnace filter in place when we arrived on site to begin with so for her to blame us for any contamination in the system is not realistic. If you need more information feel free to contact me anytime at ************. 
  ************** Terranova 
  

  
  

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