ComplaintsforInnov8 Home Solutions

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Emailed Innov8 on July 26th to get a quote for gutters on our house and garage as well as gutter guard. We selected Innov8 because their price was the most reasonable for us given the scope of work. You can see in the email chains that I am clear where I want downspouts to be placed, this is where the downspouts were before we removed them for house painting. I communicated an upcoming vacation to Innov8 and paid a down payment. They came while we were out of town and installed the gutters without regard to our requests where the downspouts were placed. They also did not do the garage. I met with them following the vacation and explained why we wanted it done the way we requested as we were installing rain gardens. Innov8 indicated they would make modifications after receiving a final payment and when garage had fascia installed. I had the fascia installed and painted. At this point Innov8 asked for additional money to do the garage as they had not included the garage in the original quote. My quote request was to include the garage and I made the decision to go with Innov8 over my preferred company solely based on the cost difference. With this additional cost Innov8 was the same as my preferred contractor. At this point we do not want them to do our garage, we are not interested in paying them anything additional, but we do want the downspouts redirected to the north side of the house as our rain garden installation was done to accommodate all the rain from the top of the house and downspouts on the south of the house direct towards our garage which has resulted in a 40k repair needed to our garage last year. The desire to redirect the downspouts has been clearly communicated via three emails which have been ignored by Innov8.Resolution desired--redirect the down spouts on the top part of our home to the north (street side) part of the roof below so they feed the rain gardens.

  

  Business response

  10/13/2022

  *************** did in fact contact Innov8 to obtain an estimate for services.  The attached estimate was prepared and delivered on July 30, 2022.  An initial deposit was made towards this estimate on August 5, 2022.  Work was completed on August 10, 2022 and invoiced for final payment.  Many messages were exchanged including a follow up visit to review the issue in question.  At that time the issue of the garage gutters was also raised.  I reviewed the original estimate with **************** onsite and reiterated that the garage had not been included, I apologized for that BUT also explained that the garage would not have been completed anyway as the fascia had not been installed.  She explained that they were working with another contractor and would notify us that the fascia was installed and painted.  I explained that this works out better because we would just bid the installation and arrange for service once it is completed.  Also explained that it would be unfair to expect us to complete half a service and return, at our expense to complete it at a later date because the area was not ready (in this case the garage fascia).  As for the downspouts, it is unreasonable to expect a company to install these and run the length of the back of the house and discharge at the front.  It is not functional nor aesthetic.  I do recognize that customer preference is the priority.  During the many exchanges leading up to the installation it was explained that once on site we would ask for guidance to ensure the installation is as desired.  This did not occur.  Once the installation was complete a follow up visit occurred and no issues were brought up as a concern, with exception to the downspout exit.  In addition to the garage being incomplete and ready for installation, there was some planned landscaping that was incomplete.  Apparently some rain beds were planned and it was intended to have all downspouts dump in to these beds.  Again, unfair expectation to have Innov8 return at our expense and complete/modify the initial installation when there was every opportunity to direct the modified layout when it was completed initially.  We respectfully decline the request to "complete service" that The Raymers are demanding in this complaint as well as disagree with the complaint in general.  I am frustrated to have this be an issue at all to begin with and have made note of changes I will make when estimating similar projects.  Also I believe there is shared responsibility in both communication and timing (area was not ready for work to proceed; both garage and landscaping). To complete the service as requested, Innov8 would incur additional expense in labor and materials that were clearly not in scope to begin with.  It is also worth noting that final payment for services was completed both AFTER it had been communicated that the service did not include the garage in estimate (communicated on August 22, 2022) and 3 weeks after service was completed.  Final payment was received September 2, 2022.

  Customer response

  10/27/2022

  Innov8 in arranging final payment indicated they would redirect the downspouts as requested.  We are only requesting a change to the downspouts on the upper portion of the house, we have not requested any changes for downspouts that were feeding into the rain gardens directly.  We are requesting the upper part of the downspouts be directed to the north side of the house as included in the original set of emails exchanged.  Furthermore, the indication by Innov8 that they requested we meet at the house at the time of installation is clearly contradicted by the emails included in the complaint that indicate in at least two emails that we would be on vacation away from the home from August 8th through 22nd.  Innov8 did not indicate they would be coming, as can be seen in the emails, and we only knew the gutters had been completed as an invoice was sent while we were on vacation, and we received a message from a neighbor that the gutters had been installed.

   

  Though we recognize that additional expense will be incurred by Innov8, they would have avoided that expense if the initial installation had occurred per customer preference as documented in the emails or if they had waited until our return home from vacation.  We as the customer will be incurring further expense to correct Innov8's work on our home that was not completed the way requested, as documented in the emails.  I would also note that Innov8 indicated if we paid the final payment that they would correct the upper downspouts to all direct to the north of the house as requested.  After they received payment they stopped responding to messages.  I believe this is all outlined in the emails attached to the complaint.  We would not have filed a complaint with the Better Business Bureau if Innov8 had not stopped communicating.  

   

  We understand that Innov8 did not include the garage in the quote as requested, and we are not requesting they do the garage at this time.  It is important to note though that we only chose Innov8 because our quote request which clearly says gutters for house and garage came in at a competitive price, though that we now know was because it was for less work than we had originally requested.  

  

  Business response

  10/27/2022

  Communication ceased as there was nowhere else to go with the discussion as we were at an impasse due to continued request to add gutters to garage and downspouts under the original service order, which clearly was not possible without additional burden of expenses on Innov8. Requests from the Raymers up to this point, including the original complaint to BBB, included the addition of gutters to the previously incomplete garage.  As previously communicated, this work was out of scope, unspecified in the original scope of work, and unable to complete anyway due to missing garage fascia. Nonetheless, if it is purely a matter of turning the EXISTING downspouts to direct water in a different direction then we would certainly be willing to do that.  If the request requires additional material and labor we will not be able to proceed with completion of the request without an agreed upon work order and initial deposit. We will work to complete the request once we hear back to these terms and ask that it be done so cordially and without further discussion, while we are on site, of the garage or other events that have since transpired. We want to avoid debate about other matters and simply complete the request most recently received of redirect the down spouts on the top part of our home to the north (street side) part of the roof below so they feed the rain gardens.  To ensure clarity and further misunderstanding, I request a follow up email with photos of the downspouts to be redirected so we can confirm this can be completed without additional material and labor. Once we have received the added details and we have agreement we will schedule the service to turn the downspouts in question.

  Customer response

  11/03/2022

   
  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.

  I do want noted that this complaint was always only to get the downspouts redirected to the front of the house as Innov8 agreed to do on 8/31/2022 copied below and attached to this message.  

  "Contact Us <************************************> Wed, Aug 31, 2022 at 11:02 AM
  To: ********************* <***************************************;
  Downspouts will be redirected to empty towards the front.
  
  Innov8 Home Solutions
  Imagine. Plan. Build."
  
  We have only desired to have Innov8 complete the downspouts as requested in the emails attached here and in the original complaint to BBB.  I have attached images also of the current downspouts that were placed on the south side of the house contrary to the emailed request on 8/3/2022 in attachment as well.  
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩