ComplaintsforEyles Contracting, Inc.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I needed to replace the ridge vent on my roof. Called this contractor and got put on a list with no clear date as to when the work could be done. Found another contractor to do the work and it was completed. Now it was time to move on to the soffit venting portion of the job. When Eyles called me, they had the worker do so. I told him job was now a soffit job and I wanted a quote. He was confused and said he would have to see it. Next day showed up. We showed the job. He said he had to ask his boss. He was here around 20 mins and performed NO WORK at all including never even used a ladder to look at the job. After the fact, the office then called me clarify the above scenario which I again explained and got a lecture about how this is a different crew that does this work. With this performance I told her I would not want any future work done. After this, I received a **** for 175. No work done at my house. No advance agreement on a fee for them coming out to look at the work. I explained why I would not pay the **** at that time. I have received a second **** in the same amount. I am not being harassed and there has been no work done here, along with poor communication among their employees. I would like the billing to stop and appreciate your help.

  

  Business response

  07/05/2022

  Were sorry to hear that ****************** Is unhappy with her ****. Ill be happy to explain how her billing was put together and then changed to a service charge.

  I would like to note that this Better Business Bureau complaint along with a statement returned to our office with a handwritten note received same day, was the first Ive heard of any complaint by ******************. Same day that the statement was received via mail, a phone call went out to ****************** to inquire about her concerns, and a voicemail was left.

  Normally when customers call our offices with concerns regarding their jobs or invoice discrepancies, we review the account and make adjustments if needed.

  ****************** first reached out to us to inquire if we could install a new ridge cap. I myself spoke with her, explained that we could perform that type of job, and that it would require a tech visit. I went on to explain how billing works for a tech visit before confirming and writing up the job. The terms were explained, and agreed to by ******************. I then went on to take all of the customers information and let ****************** know that she will hear from us next when we are lining up her job. Her work order was then submitted on April 8^th, 2022 and went on to our production office.

   

  Billing for technician visit is as follows:

  This process is the same for all of our repairs and small jobs, and no work order is submitted to production without homeowner approval after terms are explained.

  We do not perform estimates for tech visits that comprise of repair work or small jobs such as installing a new ridge cap, but instead we **** a time and material rate. It is then explained that we **** $85.00 per man per hour, plus the cost of material, and that we send an invoice when the job is complete. Our technicians do not **** our customers on-site.

   

  Ms. ******** work order was pulled on April 19^th, 2022, and a technician called to notify that we had availability for her. It was here according to our tech that she notified him that she had someone else install her ridge cap, but that she now wanted an estimate for soffit ventilation. He expressed to the customer that he does not do estimates, but told by the customer {something to the effect of} that she had already set it up with the office. He took the customers word for it, and we do install various forms of roof ventilation so he said ok, and that he will keep the April 20^th appointment.

  It's not unusual for our technicians to make their initial calls and a customer requests different or additional work, it will just be changed on their work order before being submitted for billing. Normally if a customer wishes to cancel their work request; they will either call the office and we will pull it from production, or they will notify the tech that they wish to cancel and the work order goes back to the office as cancelled. No billing will follow.

  It wasnt until he was on-site that he saw the size of Ms. ******** home that he reached out to the office to notify us that this house would require more than he could do. I then reached out to ****************** to get clarity on the situation, and after hearing from both herself and my tech, I let her know that I would like to send out one of my carpenters for a project of this size and he could then provide a free estimate. This was a pleasant conversation. There was no unhappiness expressed at that time by ****************** and she was apologetic for not reaching out to the office in advance to notify us that the ridge cap had been installed. Her new estimate request was then written up, and sent out to one of our carpenters. When the office later checked in on that estimate, our ********* said that he had not been able to reach the customer.

  Ms. ******** work order filled out by the technician for the date of April 20^th totaled one hour, no material. No work is not an accurate portrayal of what goes into the techs prepping the trucks for what a customers job may be, traveling to the job site; and in this case inspecting the issue, taking and uploading photos, communicating with the homeowner and then office due to the issue, and filling out their paperwork. None of that includes the office time that goes into a situation like this. Because ****************** had agreed to a time and material rate moving forward with us, and our technicians travelled to the property and did all of these things, her invoice reflected a service charge.

  Our homeowners communication with us is critical to customer satisfaction, and in this case that communication would have made this process go much more smoothly and precisely. However, wed still be willing to adjust her service charge to $150.00 for to the confusion.

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