ComplaintsforNew Look Services

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company came out in July 23 to do a leak detection on our sheer wall decent. Was told that it was going to be $650 plus tax to test. They ended up charging me $200 for that which I was fine with. Also gave me a quote to repair for $1,400 plus tax minus the $200 if I had them do it. I did some of the demolition work myself. I wasnt confident in my abilities to dig that section out and wanted a professional to do it. On Monday, Nov 6, 2023, I responded back to ******************* telling her that I needed that section repaired and sent her a picture of what it looked like. *** called me, told me that they had a cancellation and that they could do it that day. She sent me an estimate for $2,000 that included a bunch of services such as leak detection, cut/removal of concrete, repair cut, test on completion, etc. That the $2,000 was an estimate if I was getting all of those services done. The document is labeled estimate and says Estimates are an approximation of charges to you. So I agreed. When the technician arrived, my wife tried to ask him about how much the actual cost would be, however, he didnt speak English. The tech called someone else, but they werent much help. I called *** back and asked her questions about the work and what was listed on that quote. She told me that that was basically boiler point language and most wouldnt apply. Took the tech about two hours work. Got a bill the next day for $1,800 plus tax (which is minus the $200 for the leak detection). I immediately called **** She said that that is their standard fee, no matter how much work they do. So, if they come out and it only takes them ten minutes of work, its $2,000. Never, in all of my conversations with *** did she say that it was going to be $2,000 no matter what. When I originally had them do the leak detection, it was going to be $650, but ended up only being $200. I was expecting the same for this. Why would I do a majority of the work on this invoice to only pay them for it?

  Business response

  11/22/2023

  On Nov 6th *************************** reached out to me ******************* via email asking for repairs on a broken pipe.  I answered him via email letting him know that the estimate is $2000 and that we could go out there the same day as we had a cancellation. He agreed and I sent him the estimate that he signed and returned  stating the charge of $2000. He then sent me a message saying he paid $200 for the leak detection which he was given a $450 discount.  We had told him if we did the repair work we would credit the $195 that he paid toward the repairs.  The estimate he is referring to was sent in July 2023 which is past the 30day period that we give for repairs and it is not in our system anymore. I spoke with ***** on 11/7 when he called regarding the invoice that I had sent to him disputing the charges. I told him that this is the correct price for the services that were completed and that he is required to pay that invoice as the repairs have been completed and that he had signed the estimate.
  
  
  

  Customer response

  11/24/2023

   
  I am rejecting this response because:
  A few months ago, I had signed an estimate for a leak detection with this company. When the technician arrived, he didnt do any testing, he just gave an opinion on where he thought the leak was and billed for that opinion. That is, the scope and price changed from what the original signed agreement was to what the actual work was done.  
  And that is my argument here. I signed the estimate with the expectation that I would first discuss with the technician on site.  Because the technician that arrived at my house didnt speak English, I called *** and discussed. From that conversation, she led me to believe that this was going to be the same situation as what happened the first time I dealt with this company. That I signed an agreement for a broad scope so that they would come my house to do the work.  I specifically asked about pricing and *** just said that she wouldnt know until the technician had finished. Not that it was going to be $2k minimum plus any further expenses. I would not have proceeded further if it hadnt been for this conversation with ***.  
  As a gesture of good well, at a minimum, they should have as least agreed to the original quote which was recent and was still for more services than were actually performed.
  I would also mention that the estimate/invoice says that the company will perform a pressure test once repair is made. That never happened, so technically, they have not completed the service.
  

  Business response

  12/14/2023

  This response was provided verbally to BBB.

  ******************* spoke to one of the owners on November 27, 2023, and an itemized bill was provided to the consumer which was paid. The complaint has been resolved.

*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. ↩