ComplaintsforA&M Home Services, Inc

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had A&M come out and quote us $850 to repair a section of our roof that wasnt sealed properly and was leaking water into the house and damaging the window. We were told a board needed replaced, resealed, and a few shingles replaced. They said we needed to pay 10% to schedule the appointment. We did. Scheduled to come out the first week of September to fix it. They showed up. With only a bottle of caulk and said the job was done. The next day, it rained and water continued to leak into the house. My partner called and requested they send out the supervisor to see what was actually completed since it clearly wasnt fixed. The supervisor said himself they didnt finish the job and claimed they had a shortage of supplies. Understandable if they would have just said that from the beginning. The supervisor said they would be out by the end of this week to actually complete the job. They have yet to show up. Theyre giving us the run around and said they called us to readjust what needed to be done. We do not have a missed called from them or a voicemail. My partner called them today and was upset like anyone else would be and the lady told him that they WERENT going to finish the job and they would refund the 10% paid and hung up on him. I just want to know why such a large business can treat their customers they way weve been treated. I just want my roof fixed. If I would have known how poorly this would all be handled, I would have contacted another company to fix the problem. Ive been in customer service for 13 years and Ive never treated a customer whos spending hard earned money the way theyve treated us.

  

  Business response

  09/19/2022

  ****** we professionally believe the best solution is to part ways and return your deposit of $85. Our project estimators bid jobs by assessing the visible damage and account for many structural indicators. When our crews open the project, we get more of the story. We came to do the job and started with caulking the nail pops. That portion of the job is completed. When assessing the other area, they found there was no rotten wood like originally thought. The crew returned to the shop as they are not going to open and area that did not have issues. We were trying to explain to you that we werent going to be able to fix the issue. We wanted to explain the right remedies,that is why we asked you to wait for ***** to return next week as he has been on a family vacation. The production manager spoke to you throughout the week with updates and let you know what we were doing to mitigate the issue. Our production manager spoke to you this morning and tried to explain the situation, and you cursed at her. When she mentioned your language, you said Youre an adult, you can handle my language. She ended the call. When you called back and spoke to the office manager the second time calling today, she tried patiently to explain the situation. The third time you called, you continued to badger the office manager and the owner asked to speak to you. He mentioned that he felt the best option was to part ways and send back your deposit. You instantly cursed at him and threatened to call the BBB. We record ever incoming call, all calls from you have been reviewed. The owner wanted to ensure he did not curse at you. He personally reviewed those recordings, and he did not. Your accounts of what happened today are inaccurate. Due to the way you have spoken to our staff and owner, the best solution is to part ways. A check for $85 has been sent in the mail today.
  
  ***************************
  Marketing Manager
  ************ Services
  602 **************.
  ********,** 46563
  ************ office
  ************ cell
  callAMnow.com
  SafeBasementsOfIndiana.com
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $14,150 to ***** to replace my roof, two gutters, a downspout, and gutter guards over the new gutters. They did the roof on 9/1/22. When replacing the roof, they took down and damaged the gutter guards that I previously had around my entire house. When they put the gutters on (9/6/22) they did not put any gutter guards on. I pointed it out that they needed to put the guards on and they put guards on over the new gutters (9/7/22). However, they did not put guards on the rest of the house, not new guards, nor the original guards that are now damaged. I reached out to *********************** through email twice and voice mail once about why I should have to pay for new gutter guards when ***** took down and destroyed the previous guards, and have not received a response.

  Customer response

  09/19/2022

  ********* are willing to come out and give me new gutter guards around my entire house now to replace the ones they destroyed. However they have been very insistent that I take down the complaint. My guess is it makes them look bad and they don't want that out there. The person I had tried emailing and calling before I put the complaint in is apparently on a 16 day vacation in ******. If that's the case, I feel bad for putting a complaint in while he was on vacation. Regardless, I am fearful if the complaint doesn't come down that they won't rectify the problem and replace my gutter guards. I received a screen shot from one of their employees that specifically says they will replace them if I take the complaint down. They are supposed to be coming out on 9/29 to replace them, so I suppose I'd rather not close the complaint until the work is completed. 

   

  I'm sorry for causing such a problem for you. I just want them to fix the mess they made. After that, I personally don't care if the complaint is still up or not. The vacation issue sounds legitimate so I do feel like that is a solid reason why ***** didn't get back to me. Please advise what my next step should be. Thank you so much for your help!

  

  Business response

  09/19/2022

  *****,
  
  ******* apologizes for the miscommunication.  Your project estimator was on vacation and the messages were not being relayed in a timely manner.  There was further miscommunication with the ability to retrofit old gutter guards.  The way they are made it makes them nearly impossible not to destroy or make them unusable when they are removed.  We should have never given you the impression that we could reinstall them. Due to the miscommunication, we would like to install flex point guards at no cost to you.  Your business is appreciated, and we hope to work with you again in any future projects. 
  
  
  ***************************
  Marketing Manager
  ************ Services
  602 **************.
  ********,** 46563
  ************ office
  ************ cell
  callAMnow.com
  SafeBasementsOfIndiana.com

  Customer response

  09/19/2022

   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, provided they install the new gutter guards by approximately 9/29/22 as discussed on the phone.

  
  

  Thank you.

*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. ↩