ComplaintsforProfessional Patios & Screenrooms Inc

• Initial Complaint

  10/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Following Hurricane ***, we had damage to our patio that Professional patio had previously installed. Following the loss, we contact them and decided to have our patio enclosed and repaired. The cost was over 20k for all work. In October 2021 we were told parts were ordered. For nearly a year and with almost no communication we waited for install and repair. During this time we were informed that they failed to mention our hot water heater would need to me removed or replaced due to carbon monoxide resulting in additional cost. Finally in August 2022 we had our patio repaired and enclosed. After completion, the install crew had failed to protect the floor leaving stains on the concrete, they cracked a window on installing, and the chalk was separating. They have since failed to repair any of these issues and keep delaying a solve to our issue.

  

  Business response

  10/28/2022

  To whom it may concern:
  In response to the complaint #********, I do not have a customer by the name of ******************************  I do have a customer by the name of *********************** and the job site is ***************************; I am assuming this is her husband, fiance, boyfriend or significant other.  As of 10/24/2022, all problems have been resolved and approved by ************************
  The statements in the complaint are not correct.  ********************* received a quote for the work on 10/27/2021.  ********************* called on 11/1/2021 to let us know she was ready to order the job.  At this time she was informed about the 1/3 deposit and that we would be able to give a tentative installation date due to materials shortages from manufacturers.  The quote was signed and ordered on 11/16/2022.  Materials were ordered from respective manufactures/ wholesalers.  (Note:  We are not in control of material delivery dates.)  The customer was in communication with our office several times while we were waiting for all of her materials to be delivered. She was also called when we had to reschedule as all our customers are.  I have uploaded customer note log from our office.  (Note:  We do not call customers unless there is a change to the schedule that impacts them.  We will wait to move their installation dates until we are 100 percent sure their materials are not going to make it to us in time.  The manufacturer that delivers the glass wall systems does not give us ship dates.  We only know by a manifest the day before the delivery that it is coming in.)  Customer was scheduled for installation on 8/2/2022 and 8/3/2022.  On 7/27/2022, customer called and asked if we could move the installation date back a few weeks.  She was having trouble getting an electrician.  We moved customer to 9/12/2022 and 9/13/2022.  On 9/12/2022, the work was started.  On 9/13/2022, the work was completed.  ******** informed me that evening that one of the windows was cracked.  This was not done by the installation crew.  It was cracked when delivered to us.  The cracked was not discovered until the package was opened. Customer was informed by installer.  On 9/15/2022, ********************* emailed me that there was some type of tar or stain on the cement slab.  She was informed that we could clean it off when her glass was replaced. As far as delaying the resolution to the repairs this is not true.  ********************* was informed by email that it would take 4 to 6 weeks to get the replacement window.  She was also informed by email that we would do all the repairs at the same time unless she wanted them done earlier.  She was also called and move back to another date when issues arose.  On 10/21/2022, I received the pictures showing the caulking that was separating.  On 10/21/2022 the office received a call from *********************  She was upset because no one came and no one showed up to do the repair.  I do understand her frustration, but what she did not know is the installer that was originally scheduled was out due to personal reasons and I personally had his work and her repair with me.  I had every intention to get to her, but I ran out of time and daylight.  Once I got back to the office,I was informed by the office that she was upset and I had an email from her.  I responded to the email and let her know that I would be back in ******** on Monday morning to finish the installers job I had started, then I will go to her and take care of her issues.  We also decided that I would call her when I was on the way.  On 10/24/2022, all items were corrected once I got there.  (Note:  There was only two spots on the slab that was caulking.  I removed them with my fingernail.  All the rest of the spots were stain from the crew that did her stamping (not our crew).  I did clean some of the stains off the slab as a courtesy for her.  I also took pictures of everything I removed and the few spots that were left.  These pictures can be supplied if needed along with the email conversations between me and the customer. 
  As far as the water heater, I knew nothing about this issue.We were contacted and then hired to install glass walls.  Water heaters are generally put in the garages,attics, or in a house and are ventilated.  To be honest I did not even pay attention to it since I am not a plumber and would not know if her unit puts out carbon monoxide.  I was never asked about the hot water heater but I am glad that she found this out prior to any problems occurring. 
  Please call **************************** our customer at ************ to confirm everything has been completed and if she would like you to disregard this complaint for the installation at her home located at ************************************************************* 70006.
  If you have any questions you can contact me at ************
  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. ↩