Complaints

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to do 3 things in a condo I own. I set up a time when they could come that was convenient with the tenant. 1. Fix drawer in kitchen (of the 3 this is the only thing they did well). 2. To fix a kitchen shelf. In stead they built this whole thing inside the cabinet. Should have gone out and bought the pins that hold them up on the rest of the planet. 3. Install a bath light and fan by a licensed electrician. They used tape to stick it to the ceiling instead of installing it. As well as taking the old light/fan out, they pushed it in on top of the ceiling. Yes pictures will absolutely be shown the terrible work they did. I did pursue this with my credit card company, however they said they couldn't see the pictures.

  Business response

  01/12/2024

  TrueFix Services prides itself on completing work to our customers satisfaction. Our techs went to this clients condo on 3 separate occasions to be sure that she was satisfied. The amount charged for this work is beyond fair given the amount of time and effort our company spent on this client.  The client scheduled all 3 of the appointments herself with our scheduler yet did not show up to any of the appointments. At the first meeting, our estimator walked through the project with the tenant and given that the client/landlord was not on-site, a project coordinator called the tenant to review the costs and materials needed. TrueFix offered to purchase the fixture needed to replace the bath fan however the client did not want to pay for TrueFix to purchase it, but instead wanted to purchase it herself in order to save money. At the 2nd appointment, the TrueFix tech arrived to complete the work and again the client/landlord did not show up onsite. The drawer was fixed. The kitchen cabinets are ***** years old and the shelving is warped. As suggested by the client in her complaint, pins would not have worked to secure this shelf due to the amount of weight on the shelves.(The tenant currently stores massive tomato jars on the shelves). The TrueFix tech went above and beyond to repair this shelf by framing out the inside of the shelf in order to hold the additional weight. The tech then moved on to the bath fixture and realized immediately that the client purchased the wrong fixture to be installed. He told the tenant that this was not the right fixture and that TrueFix would come back when the client purchased the correct fixture at no additional cost to the client. TrueFix explained and sent pictures to the client of the correct fixture to purchase.  The tenant on-site did not have any issues with the work completed and was satisfied when the tech left.  At this time, once again, the project coordinator reached out to the client to offer TrueFix to purchase the fixture to ensure that it was correct. The client refused and stated that she would purchase the fixture herself to save money and she would meet the electrician on-site. The client called approximately a week later to say that she had the fixture she wanted on site and that she would meet the electrician. The client was incredibly difficult to schedule with,complaining that weekday traffic kept her from meeting him in the morning and in the afternoons. As a result, TrueFix went above and beyond once again by scheduling an electrician for a Saturday appointment (TrueFix is typically closed on Saturdays) just to ensure that the client was happy and could be at the appointment.  Once again, the client did not show up to that appointment either. The electrician installed the fixture that the client provided.As stated in the client complaint, the fan was not taped in. The client purchased the wrong size and therefore the electrician taped around the seams so that the exhaust would work. The Truefix estimate accepted by the client did not include patchwork and only included the installation of a client supplied bath light/fan by a licensed electrician. At the time that the electrician left, the tenant did not have any complaints regarding the work completed and was happy to finally have a working bath fan/light.  This client never showed up for any of the appointments and was extremely demanding and difficult to work with. She simply does not want to pay for any work completed.  She attempted to argue the charges with her credit card company and after her credit card company reviewed the pictures and our signed contract, they voted in favor of TrueFix Services because all work was completed as written in the contract. This client still owes an additional $100 for the work completed and that amount will be going to collections if not paid within 90 days. The amount charged to the client is not nearly enough to cover the amount of time spent over the three appointments including a Saturday appointment with a licensed electrician. Our TrueFix team was always professional and upfront with the client before, during and after each appointment and was only able to do so much when the client continued to purchase the wrong fixture but refused to allow Truefix to purchase it. In the end, we cannot continue to go back time after time free of charge. Especially given that the client refuses to allow us to purchase the fixture to ensure that it is correct. The client was told the fixture was too small but continually purchased the wrong material and did not show up at any of the 3 appointments that she scheduled. TrueFix installed the client purchased bath fan/light so that the client would have a working fixture.This client was denied reimbursement by her credit card. Her claim that they could not see her pictures is false. TrueFix submitted pictures. It is obvious that this client is trying to take advantage of a small business, however TrueFix stands firm behind its services.TrueFix would remedy the situation by installing the correct fan/light however it will not be done again free of charge given that our techs were clear and upfront with the client at each visit and we installed the materials that she insisted on providing. TrueFix believes that in returning multiple times free of charge,including a Saturday visit at her request, only to have her continue to purchase the wrong material, refuse to allow us to purchase the materials and for her to not show up to any of the 3 appointments, that we are not wrong in this situation. The work was completed as requested by the client, the client- purchased fixture was installed by a licensed electrician. Any patchwork required because she purchased the wrong fixture for the second time in a row was not included in the pricing and the shelf that was repaired was done so correctly in a manner so that they would not have any more issues.  

  Customer response

  01/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

*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. ↩