ComplaintsforGreer Home Solutions

• Initial Complaint

  05/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I consulted Greer Home Solutions in February about replacing some cabinets in my kitchen due to water damage. After one of the contractors came out to give me a quote ($4300) I continued to shop around. In the first week of March I called and spoke with the manager and let him know that I wanted to move forward with their company. During this conversation I was told in order to move forward I must sign the contract and submit half ($2150) of the total for the job in order to be scheduled which someone would call immediately to do so. I expressed that I was uncomfortable paying half of the total just to be scheduled without knowing before I got off of the phone. The manager assured me that it is the way they work and that they would be calling me the next morning since it was close to closing hours when I spoke to him on Wednesday. Thursday came and went with no word from the company. Friday afternoon I called the manager and let him know that I have not recieve a call to be scheduled and he assured me that he will inform his personnel to give me a call to put me on the schedule. This charade continued for a month between me and the manager with me calling repeatedly to get scheduled and hearing nothing. I repeatedly let the manager know that he was aware that I was already uncomfortable giving the business $2150 and not have a schedule but he assured me that they would schedule me and after a month still nothing. I asked for a refund and I was sent a check for $2000. I called and asked the manager where the other $150 was and he said that is the max fee they keep when a person cancels a job. I reminded him that I was not scheduled for a job as the contract states and should not be subject to the fee as all I got was a quote. Unless the quote cost $150, I am owed the entire down payment. The manager went on to say that maybe I was placed on a schedule that no one knows about. I said if that was the case then he should have found that information out a long time ago since I've been in constant communication with him over the month. The manager then says that when I paid half of the money for the job it wasn't to be put on the schedule but to be put on a waiting list to be put on a schedule. He then said he would "talk to the uppers" about refunding me my money. This was at the end of April. After multiple calls I get the same response and still have not received my $150.

  Business response

  06/07/2023

  On ****23, our company sent an estimate via email to ****** ****** after coming out to her property. Shortly after receiving it, she approved her estimate through our ********** system. After receiving notice that she had approved her estimate, we made contact and made her aware the next steps to getting her work completed. In order to hold your spot in line with other customers waiting patiently for their schedule date, the customer must submit a 50% deposit of the total estimate in order to secure your slot. We told her that she must sign an online ********* contract. We received her deposit in the amount of $2,150.00 and she also successfully signed her contract that she also received via email. She signed this contract on *****23 at 10:35 PM. This electronic contract, that she knowingly signed, states that there is a 10% cancellation fee with a max of $150. Jobs that have not yet begun after 2 months from initial time of deposit, are exempt from cancelation fees, unless there is a disclaimer notated on the invoice (# notated below) or prior explanation has been given to the customer from **** **** **** *** is not responsible for delays from suppliers and is to be held harmless from such manners. Any deposit placed on special order items are ineligible for
  refund (unless the item ordered is incorrect or arrives damaged). After being super communicative with this customer and professional as well, ****** demanded a refund due to her impatience. 10% of a $2,150.00 deposit is $215.00; but since we are a fair company, we only charged a $150.00 cancellation fee because we feel as if anything exceeding that is unfair. I have no clue as to why she filed a complaint against us to the BBB. The contract is clear, and we were very informative and communicative throughout her whole process. She was issued a refund check of $2,000.00 on *****23 without her cancellation fee included on the check. This complaint needs to be addressed and taken off our record because we were so honest and also covered legally by this complaint. Attached is the contract she signed. Thank you for your time.

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