ComplaintsforABC Windows and More, LLC

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As stated in the original complaint, the contract was signed 4-25-2023 for $4310.80 with 50% ($2155.40) down payment, for all work and materials to complete the job. After several months of non work, and several calls and messages left with no response. Had the wife call their office to find out why we have been ignored. After stating her name, she was immediately hung up on. She called back and left a message right away. Still no response. Finally as a last resort, contracted BBB, to file a complaint. *** must have gotten a copy of the complaint . They contacted me some days later with a new contact and pricing which was $1895.00 more than originally quoted. If I had received this quote in April I would not have accepted their price and would have gone with another contractor. Now they are holding me hostage to complete the work. Stating they would walk off the job if I did not accept the new contact. I can not afford to say no, since I cannot afford to wait any longer. Am trying to sell the house and am losing money every day till I can put it up for sale. My realtor says the house has gone down 7 1/2% since the construction delays during the last few months. Just want the work completed at a reasonable price. And to alert the BBB of ABC's extortive behavior.

  

  Business response

  08/21/2023

  Tried uploading original contract and change order that was agreed upon, but your system would not allow them.  Regardless, the had agreed twice to this additional work.  At the initial sales call, our salesman could not get down the side of the garage and the rear of the garage due to overgrown weed, and poison ivy, along with debris.  The original contract was quoted for specific amounts of wood to be replaced and the owner was expecting the entire house to be replaced.  Once the project manager got to property, and realized much more work was to be done, a meeting with the owner and salesman needed to happen, and which did.  At that time, we laid out what actually was quoted, and presented a new price as per the customer's request.  On his original contract we have a "wood Disclaimer" which the customer initialed, because we could not see the entire areas.  This disclaimer states that if additional wood is needed, that we would repair those areas at additional costs, so that was the first time the owner accepted and acknowledged this fact.  The second time was the change order provided.  Regardless of these facts, the owner is stating that we are trying to extort him, and we do not take kindly to those accusations.  As for the "hang Up", we were informed of that, and it has since been apologized for.  The salesman and the Mrs.'s had a heated conversation and that's what lead to this action.  This was uncalled for and not something that is an acceptable action for anyone who represents our company.  Also, per the "no answers or return calls".  All of our customers have multiple ways to get ahold of us.  M-F 9-4, the office has manned phones, at (2) numbers, with voicemail after hours.  Each customer also has the salesman's Phone number, listed on every contract.  Each customer also has both the project managers, and installation managers numbers.  Lastly there are text messaging, and emails, for all numbers/contacts.  We will investigate through our call logs for this customers number(s) to see when we missed these calls, and see why they were missed, and/or never returned.  If we did miss them, and never returned them, then we will have to change some processes internally.  We have taken the higher road, and even though the customer agreed to these changes, we have informed him that only the original contract price would be due.  We are not wasting anymore of our time and resources on something like this, which was 100% agreed upon.  If the BBB would like to see these agreements, they can send a separate email, that can accept proper pictures.  Hopefully this satisfies this complaint with this customer stops submitting complaints to all the other platforms.  

  Customer response

  08/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

*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. ↩