ComplaintsforW. W. Truss Co., Inc.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Paid WW truss $2,000 for a deposit on trusses and the accompanying drawings. I needed changes to the drawings and they informed me that I would have to pay an additional $1,000. When there was some confusion about what was requested and what I would be provided, the plan manager got on the phone and called me an idiot. Then the owner proceeded to get on the phone and tell me to call a lawyer, along with some other things, and hang up. We have both agreed to not do business with each other, that being said I would like a refund of the money that was supposed to go toward trusses. My desired outcome is to go on my way and get refunded the amount paid to this company. And for customers to be aware of the potential for there to be terrible customer service with this company.

  Business response

  12/06/2022

  Contact Name and Title: **** Production Manager
  Contact Phone: ************
  Contact Email: ***********************************
  The customer did pay us a non-refundable fee of $2,000 for engineered drawings. This was for a two story garage he wanted to build on his property. After he paid for those drawings, and submitted those drawings to the city, the permit department told him he could not build a garage on a property where there was not a home built already.
  
  He contacted us and asked that we design a set for the house. We clearly communicated that there will be a new fee for those new drawings. When he paid for the first set of drawings he understood that the fee was not a deposit, but a Non-refundable engineering fee. I have attached that contract to this reply.
  
  The customer could not have known how much to pay, without reading the statement "non-refundable fee" directly next to the $2,000 amount. In addition, we have charged a non-refundable engineering fee for every set of drawings we produce. This is not a new policy and there is no way anything other than that sentiment could have ever been expressed.
  
  Concerning the harsh words shared over the phone. The customer made a threat of violence. "I'm going to come down there and kick your ____ ." After that threat I handed the phone to the owner and he informed the customer that he was not permitted on the property due to his threat of violence. The customer then recanted and said that, "I meant, someone should show up at your office and kick your ____ ." To that the owner told the customer to take this matter to his lawyer, no longer communicate with us, and then ended the conversation.
  
  Concerning the request for a refund. We cannot issue a refund for the engineered drawings on the garage, since it's a service that has already been rendered."
  See Attachment/File: CS2209026.pdf

  Customer response

  12/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Will need a refund, am ok with partial refund to give them the benefit of the doubt. and want to make people aware of the lack of customer service. Unfortunately I am not the only one to have had issues with this company. Had ****, the plant manager, not got on the phone and called me "a complete idiot", among other things, after I had been working with another member from the company, I would have been accepting and moved on with truss production. But at this point, with the customer service and mutual agreement to not do business, a refund is warranted.
  
  I could have got the drawings they provided (and since have) at no extra charge from any other truss plants.
  Engineering fees are included in the price from
  Every other truss company- charging $2,000- and then being unwilling to adjust the drawings when changes are required- is robbery
  I was even ok with paying the excessive price they charged, almost three times higher than other companies, because they were local, and still would have been ok with it. However, the lack of customer service and immediate jump to calling a customer an idiot ruins that.
  

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