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Complaint Details
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Initial Complaint
01/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I hired them to replace an old, nasty range hood. Someone came out and took measurements / photos, and then someone else texted me a few weeks later with a single recommendation as a replacement. One recommendation isn't much to think about, so I agreed, and it was installed. A few hours after the installer left, I went to grab a plate from a cabinet next to the stove and realized the cabinet was inaccessible because the new hood was too large. So I bought a smaller hood, the same size as the original one they replaced, and had them send someone back out to remove the one that was too large and install the smaller one, after which I was charged more money to fix what I perceive to be their negligence. No one thought to consider cabinet clearance. No one explained to me that the current unit was smaller than the space could accommodate, nor presented me with different sizing options. If I'm only given one option and not provided the necessary information to make an informed decision, that's on the business for failing to do their job and they should have fixed it without charging me more money.Business response
01/15/2024
Hello ****,
Thank you for bringing this concern to our attention. I have uploaded a screenshot of you stating, "that looks great, let's do it," when provided an appliance option to accommodate the space in your cabinetry. I have also uploaded the businesses Terms of Engagement, signed Dec 7, 2023 13:31 MST, in which Section 3) Service Calls, Troubleshooting, Hourly Pay Rates, clearly states, "the client understands that without a signed Work Order (Section 1), the immediate availability and response from Crossfire Construction, LLC will be invoiced to them during normal business hours at a minimum rate of $150 (single-man rate) per hour plus material costs and/or material reimbursement"
Our records indicate that we waived an hour of labor costs during our first service call on Dec. 15th along with waiving an hour of labor costs during our second service call on **** 4th.
Section 9(b) Convenience Fees/Hazardous Material Fees: states, "Work areas with hazardous/biohazardous material, including but not limited to, // pet waste/pest excrements in the work area, that need to be moved or disposed of will be subject to additional hazardous material fees."
Our records also indicate that the Hazardous Material Fees for a good amount of rat ***** matter from your attic that fell onto our installer during our first service call on Dec. 15th were also waived. Photos can be provided upon request.
These three items remain billable under contract, if you would like to escalate the situation.
Thank you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.