Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The work done did not fix the issue. We have something rolling around in our attic when there’s a northwest wind and it was never fixed. I paid $*** for the work. Then when I told hometown the issue wasn’t fixed they tried something else for an additional $***. The issue is still not fixed which makes me believe they never investigated thoroughly what the issue really was. I refused to pay the $*** additional and I am frustrated I paid $*** for what didn’t resolve the issue. The work completed took less than 5 min. I am being told I can’t get my money back for the $*** when the issue was not fixed. Bottom line, this company didn’t investigate enough to see what the issue really was from the start and I’m out $*** with nothing fixed.

  

  Business Response

  Date: 04/17/2023

  The work requested was due to a sound. Like something was "rolling around" in the attic when the wind blew from the northwest. As explained to the customer, we are assessing this based on experience. Following basic logic we thought that if the wind was from the northwest that the sound would be created by something on the north or west side where the wind would hit. After an inspection, we believed that the most likely issue was an external flapper vent that would flap excessively when the wind was right. Historically, this is a common issue that we have run into when someone is hearing a sound coming from the roof. However, being unsure (and it was communicated that this was an educated guess) we gave a quote with 2 options. There are situations like this where we start with the least expensive option and work our way up in an attempt to keep costs reasonable when a fix is not obvious since it may not work. You can see from the attached estimate #**** document that this was the case. The customer chose the least expensive route which made sense given we were not sure of the cause. That was unsuccessful, thus option 2 was selected and we applied the original $*** charge that was paid to the new $*** invoice. This was communicated to the customer. The option 2 fix was not successful in stopping the sound either. The customer communicated that she was not happy that it wasn't resolved. As a result, we credited $*** which was the balance. All in all, the customer received $**** of work for $***. Our contention is that the customer was fully aware that the suggested fixes may not resolve the issue and these were the most logical fixes based on the information the customer provided and our inspections. The customer did not feel that we spent enough time to justify the work done. Taking "5 mins" is an extreme exaggeration by the customer. Unfortunately, the customer does not always see the behind the scene preparation and years of experience to make things efficient on our end. Even then we had multiple trips to the residence. To this end we will not be giving a refund. 
  In an effort to avoid this situation in the future, we are now adding a disclaimer that if we give options and we are not 100% confident, it will be notated on the estimates. This will help ensure that it is not forgotten during the process.
  
  

  Customer Answer

  Date: 04/18/2023

  
  Complaint: ********

   

  The first Job completed was less than five minutes. My husband didn’t even see them outside while we sat in our family room bc that’s how quickly they worked.
  

  for the second job, I asked the worker if he saw what was rolling around in the attic and he brushed over the question as if what he just completed was not fixing the issue. I am requesting for a refund. The work did not fix the issue. As a customer, I trusted what the experts (company) thought the issue was. I sent videos of the rolling sound and yet the worker still didn’t understand the noises we were hearing referring to them as “humming noises.”  Also, we were told someone was going to come out and try a temporary fix but weeks went by, I followed up and no one got back to us for at least three weeks. If the work didn’t fix the issue, why would we still be liable? Where on the invoice does it say I’m liable to pay for something even if it doesn’t fix it? I’m $*** out and still here the sound so I’m beyond frustrated still.
  

  Sincerely,
  
  Colleen *********

  

  Business Response

  Date: 04/18/2023

  We are sorry you feel that way. We explained everything and have signed contracts that specify the work we would complete. We completed the work per the signed contracts. Unfortunately, your expectations were not met, but we did what we said we would do. We credited you back for the 2nd portion even though the work was completed again per contract. There will be no refund of the original amount.