Complaints

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• Initial Complaint

  Date:08/11/2023

  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.

  They didn't show when scheduled for an estimate. Then it took weeks to receive a contract. We paid our deposit of $200 were told we'd be contacted to schedule services. It's been 10 days and we've heard nothing about a start date. We reached out to them today and they told us, "We don't call people because it takes time away from other work". And then more of the same run around "no one is here, try again Monday", etc. The office person is extremely rude and demeaning, calling my husband names, very unprofessional. They are aware we have an active leak. They've had no problems taking our money, just actually scheduling a job. We have requested a refund and for our deposit so we can fix our roof but they are refusing.

  Business Response

  Date: 09/01/2023

  Customer service is extremely important to us.  We try very hard to make our customers happy.
  I don't like to "call out" a customer, but the interaction with *** ******** was so outrageous and unbelievable it must be described.   
  
  When ***** ******** called on August 11th, he was highly agitated. 
  
  They did have a small roof leak that we had given an estimate for repair.  He did call in a deposit of $220.00 on a credit card.  They did NOT, however, submit their Signed Contract as advised.  *** ******** was told we could put him on our job list upon receiving his deposit, but we could Not Start their job without a signed contracted.  Yet he expected us to put older jobs with bigger problems aside and attend to them almost immediately, without a signed contract.  He honestly acted as though his contract was an accessory rather than the necessity, we told him it was.
  
  Everything I said to him in an attempt to deescalate his agitation was twisted and thrown back at me, villainizing our company or me directly.  Realizing there was nothing I could say to make him happy. I told him I would have someone call him about scheduling, as soon as possible and got off the phone.
  
  A brief time later he called back asking for a refund. My exact words were “I understand, I will put a check in the mail by the end of the day.”
  
  He immediately erupted into a rant about our being happy to take his money by credit card but now he has to wait for a check to be put in the mail?
  
  I responded with (again exact words) “I’m sorry, I didn’t realize you paid with a credit card. I will process your refund before the end of the day and I will email your confirmation to you.”
  
  Again, he erupted. This time it was, I hadn’t emailed anything to him and he would wait on the phone while I processed his refund, immediately.  I told him I was in the middle of a time sensitive project and was not able to do it at that time.  (By this point, I had lost enough time with his ranting and was losing my patience with his “tantrum”.)   I repeated “I will process your refund before the end of the day, and I will email your confirmation.”   I said goodbye and hung up without waiting for a response.
  
  The next thing I knew he pulled into our parking lot and was in front of my desk, demanding I “Do” his refund RIGHT NOW and he “would stand there and wait.”  I again told him I could not process it at the moment, but he was welcome to sit at our table (that is just 15 feet from my desk).  He insisted on standing directly in front of my desk.
  
  I told him (Exact words) “I have an agenda of things I MUST accomplish before I can get to your refund.  You are welcome to stand there if you wish, but it will be a few minutes.”  His response was he would keep talking to me and distract me so I couldn’t get my work done. 
  What kind of mentality is that?  Wouldn’t you let that person finish their work as quickly as possible so they could attend to you, not try to be as much of a problem as possible? 
  
  I finished what I had to do as quickly as possible then, I PROCESSED HIS REFUND AND HANDED HIM HIS CONFIRMATION PRINTOUT.  He then proceeded to badger me for several more minutes, for my boss’s personal phone number (which I of course cannot give out), before he finally left.
  
  Reporting we are refusing to give them a refund is just a lie. They received the confirmation before he left the building.  I have attached a copy of the confirmation to our response.
  Also in their Google review, ******* ***** mentioned that ***** ******** took a video of me without my knowledge or consent; That is a Federal crime in the state of Pennsylvania.  These actions speak volumes as to the character of the complainants.
  
  It’s just sad that there are people who feel like it’s ok to treat service workers in this manner. We are not here to be abused by our customers.  We are here to work with them and make them happy.  We are pleased to say we have a good relationship with 99% of our customers.