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Complaint Details
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Initial Complaint
03/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Charged me 128 when told 125 for an estimate. The estimate was worthless since they said they knew their vendor was not able to provide them products. When I tried to ask verbally about other options the office person would not let me get a word of in and told me the job I wanted was called "a pain in the a** " by the owner. I tried by text to ask about other options again and was texted back "you're killing me". They were in the area the day of the quote and it seems they just got wanted to get a $128 for nothing really. It was my 80 year old mother's money and I am disgusted by these people.
Business response
04/05/2022
Good morning ******************** I want to apologize for the experience you've had with my company. I received an email from the BBB this morning. Unfortunately this is the first I have heard of this situation to my knowledge. I believe I'm the one that measured for your pet door but I cant be sure. I see a lot of clients every week but I remember a taller than normal Pet Door request.
I am a little unclear as to how we got to this situation. Again, my apologies; my office staff was involved in this up until now.
It looks to me like we bid you a pet door and after, our suppliers equipment broke down. As far as the language goes and the responses you received were very inappropriate and not at all how we treat our clients.
To put it as simply as I can, the type of pet door you have requested takes quite a bit of time to engineer. Typically I recommend a different style due to better quality and stability. If I recall you did not like the horizontal mullion bar. Since our suppliers equipment is inoperable and there is no back up supplier to assist we can not build the pet door you desire.
It is very unfortunate this situation has taken place. I looked you up in the system and it seems as though we have supplied you with a measure and a quote but that is all? If this is the case and you do not want to explore different options with the door, it looks like we can not assist you. If there is any way I can rectify this situation as the owner I will do my best within reason to do so.
If in the end you would like a refund I'll be glad to get that to you. It sounds like possibly you paid an initial measure / trip charge fee which we require at times. I have zero interest in worrying about $125 charge. I would rather you walk away knowing I tried in the end.
Again, my sincerest apologies. I can not change the past but I can start fresh from here and see if I can assist in any way.
Thank you,
*******************Business response
04/05/2022
Hello Marc,
A check has been mailed to you today for $128.
Thank you,
*******************Customer response
04/06/2022
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,
*********************
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.