ComplaintsforRoyal Steamers Coastal Carolina, Inc.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company quoted us to paint our first floor walls only at 4500, upon talking to others they stated this was egregious. We never received a breakdown of the estimate they just called and said that's the price. After talking to the hired 1099 workers, they informed us that the quote was for the floor boards, trim, and doors which we specifically said we don't want done. They adjusted the quote to 4000. We asked them to provide an itemized receipt of how our money was being spent for our records. They would not provide that, basically stating "that's not how we do it". I spoke with the owner and urged for the itemized receipt. The receipt they gave us would definitely not be sufficient enough to file on tax records. On top of that issue they also claim to be BBB accredited, further research shows that the BBB has not given them accreditation. Furthermore, **** needs to get involved as the painters were not provided the proper equipment to be painting 20ft ceilings with no safety equipment and wood screwed together to create a bridge across to a non-A frame ladder. Since the workers are 1099 they do not receive insurance from the company and that holds us the homeowner liable if any issue occurred.

  

  Business response

  01/21/2022

  Business Response /* (1000, 7, 2022/01/17) */ We at Royal Roofing and Construction pride ourselves on customer satisfaction. We operate our business in a professional, courteous, and ethical fashion at all times. With regards to this complaint there admittedly was some miscommunication regarding the scope of work at the time of the original quote. That miscommunication was addressed and rectified. The quote was adjusted accordingly and agreed to by both parties as well as the scope of work very early on. It was not until our operations were completed and an invoice sent that this customer began expressing any concerns regarding the quote for the job. First they requested a detailed invoice which we provided. Then they asked several questions regarding amounts charged for each line item within the invoice which we also clarified. We even offered an unwarranted discount simply to help satisfy the customer. With regards to any mention involving work safety practices we have addressed those concerns with our contractors and that problem has been corrected. As stated in the complaint these are 1099 contractors and as such we are not able to dictate their individual work practices. However, they are expected to follow all***** guidelines. We do have extra safety equipment that we make available for their use and they are expected to use the proper safety equipment at all times. Again, this concern has been addressed and will not be an issue moving forward. However, the work safety practices of an individual contractor has no bearing on the customers financial obligation for work completed. Consumer Response /* (3000, 9, 2022/01/19) */ "It was not until our operations were completed and an invoice sent that this customer began expressing any concerns regarding the quote for the job."- this is an inaccurate statement. My wife called you on the first day questioning your integrity of your quote. I followed up on the 2nd day where Royal acted like he had no time in the day to listen to a customer. Along with that quoted incorrect statement you also lied about being BBB accredited which you have billboards throughout the local area with the BBB accredited logo. That is misrepresentation. Business Response /* (4000, 11, 2022/01/20) */ As was stated in our original response there was a misunderstanding regarding the scope of work at the beginning of the project. That misunderstanding was rectified and the original quote was adjusted accordingly and agreed to by both parties. We have gone above and beyond all reasonable expectation to expound upon the process of how the quote was figured including a detailed bill and multiple conversations explaining the associated charges. Again because we do take customer satisfaction so seriously we have offered an additional deduction from the invoice in question for any less than satisfactory experience you might have had throughout this project. With regards to our advertisements... the BBB is a service that our company pays for. To the best of our knowledge this listing should show the business as being accredited. Our management team will be following up with regards to this as it is a concern for us as well. No advertisement campaign has been initiated with the intent to misrepresent our business in any way and hopefully this issue will be resolved in a timely manner. However, as previously stated no advertisement campaign has any bearing on the financial obligation regarding the project in question. Once the misunderstanding regarding the scope of work was resolved and the quote given accordingly all parties fully understood the scope of work and price for said work. We have met our obligation and have been more than understanding and cooperative with addressing any concerns you may have had and cordially ask that you honor the financial obligations agreed to. We have offered multiple avenues for and await your payment and we thank you for your business!

*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. ↩