Complaints

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contractor mounted a large screen tv at my apartment unit in late 2020, and charged an exorbitant sum of $750 - over twice the amount charged by competitors for comparable work. Contractor indicated that the higher price reflected a lifetime guarantee for his work. When I contacted contractor in May/June of this year to follow up on some issues I encountered with the mounted unit, he blocked my number and effectively ghosted me. So, contractor is a price gouger, and appears to be a scammer. I attempted to track contractor for the past few months with no success. Recently, they appear to have established a website. Meanwhile, contractor appears to have obtained a generous PPP loan from the federal government to further scams on other unsuspecting customers.

  Business response

  03/10/2022

  ---------- Forwarded message ---------
  From: ********************* <**************************************>
  Date: Wed, Mar 9, 2022 at 10:25 AM
  Subject: Response to complaint
  To: [email protected] <[email protected]>
  

  
  Subject: Response to Complaint ID ********

  
  

  Dear : Bbb 

  
  

  Hello Dispute Resolution Team,

  
  

  I am responding to the letter dated February 26, 2022, for Complaint ID ********. The letter states that a response is to be provided within 10 days. I know I am a bit delayed, I apologize for that. I did not see the letter till this week. Please see below my response to the complaint. If you have any suggestions on how I can resolve this matter with the client, I would be happy to hear them as well.

  
  

  Response:

  
  

  Hello ****************************,

  
  

  First, thank you for the opportunity to provide you with our services. Please note that we mounted your TV in November 2020. The cost was high because your building does not have wood studs. Accordingly, we had to manufacture a bracket that can attach to the metal frames in your building, to provide sufficient support for your extra large TV that did not fit the opening provided for traditional sized TVs in your building. This was the reason for the higher cost. We have mounted other TVs in your building, at this higher cost, for this same reason. We have been recommended by you and others in your building multiple times. We stand firmly by our work and business ethic. 

  
  

  You reached out to us a year later, with a request for an additional TV mount. When we came out to look at the project, we determined that this mount would also be at a high cost. You chose not to move forward, and we did not do any additional work. You then texted me about an issue you started having with with the TV we first mounted in 2020. We do not and can not provide a lifetime guarantee, I have never provided you with anything saying there is a lifetime guarantee. You wanted me to come and fix an issue with your TV, a year after the original installation, for free. That was not contracted for nor is it a reasonable request. After a year of no issues, and recommending us, and you seeking 

  
  

  Best Regards 

  
  

  Erik f***** 

  ************

  Customer response

  03/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because it denies the guarantee that **************** expressly made to me in the presence of my room mate.  Had it not been for this guarantee, which no other supplier was willing to make, I would have engaged someone else for less than a third of the price.  Moreover, I reject the underlying premise of ****************' response that the "trigger" for my complaint was in fact a second wall mount job that **************** and his team chose to abandon, as opposed to the shoddy workmanship of the first job, which needed remediation.  Had **************** bothered to coordinate with members of his team when they came to discuss the parameters of this second job, he would perhaps have learned that I remained thoroughly dissatisfied with the wall mount job they performed, which left the television tilted backwards at a 20 degree angle.  Indeed, if anything I should be thanking **************** for abandoning the second job.  It saved me approximately $550. 

  I ultimately had an actual professional fix the tilt issue.  In his view, **************** and his team worked unnecessarily on the drywall, which allowed him to charge in excess of 3x what others would have charged to do the job - and more competently to boot.  He was surprised that **************** and his team failed to identify that the ** unit needed some counterweights to remedy a weight imbalance issue following the completion of their work.  He also expressed the view that **************** and his team are essentially a "drywall operation" - that is, their specific area of specialty is getting behind drywall, and they have no further competences in other areas of home improvement - hence the need to charge customers $750 for any ** mounting job because "it's [necessarily] the drywall we need to get behind." 

  Last, I will note that it is important for me to have a public record of this complaint so that prospective customers can understand that (1) whatever **************** indicates to them as a "guarantee" in future conversations is certainly nothing of the sort, (2) Identity Home Improvement LLC as an enterprise offers shockingly poor value for money (compare the $180 I paid the actual professional versus the $750 I paid ****************), and (3) to boot, **************** and Identity Home Improvement LLC will threaten their customers to scare them away from posting bad reviews. 

  Cordially, 

  *********************************

  Regards,

  *********************************

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