ComplaintsforThe Plantation Room Company

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 16, 2022, I paid this company $23,800 to supply and install three motorized screens and two sets of fixed screens. Immediately after install, I informed them that one of the screens is incorrect and doesn't match the other screens to which it is adjacent. Shortly after that, I also informed them that the largest motorized screen was malfunctioning. Six months passed before they came out to look. They took a video of the malfunctioning motorized screen to "send to their vendor to get their opinion", and they took note of the incorrect screen.Seven more months went by (this is now April 2023) before they returned to attempt to fix the motorized screen. After a few hours of trying to fix it, they said it must be a burned-out motor and that they'd send it in under warranty. Still no attempt to replace the incorrect screen.Four more months went by (this is now late July 2023) and they finally came back out. This time, they said it wasn't a burned out motor and they'd try to fix it. They didn't fix it, nor did they replace the incorrect screen. In addition, they left a 20-foot long piece of the screen guard laying on the walkway.When we call, we get the same story they lecture their other customers about who have complained about similar problems (just read the other BBB complaints). In one of their responses, this business literally says "We are just trying to stretch ourselves as thin as we can...". Perhaps the answer is to stop scamming new customers, and take care of the customers who have already paid you for the work you did poorly.I doubt this company will agree to refund my money and remove their product, but this BBB complaint is an attempt to resolve the problem before it becomes litigious.

  Business response

  09/19/2023

  We have been out numerous times to try to correct the issue with the screens. We didn't want to send someone else out there to try to fix it and not be successful. The owner said he would need to be the one to go out there the next time to get this repair taken care of once and for all. The problem has been him being stretched to thin. It's not an excuse, it's just cold hard facts. He was not aware that there was even material left on the job site. This is why he would like to be the one to come out to fix the situation. Folks seem to forget when the world shut down a few years ago, nothing ever went back to the way it was. Every business is and continues to be short handed. All businesses can do, including us, is our best. To say we need to "stop scamming new customers" is ridiculous. We have been in business for OVER 30 years. A majority of our business is based on referrals from word of mouth. The difference in business then and now, is having enough staff that will show up to work everyday so your plans for the day don't take a nose dive where you end up having to regroup and change direction for the day. The owner has had every intention of coming out to address the situation, however, he has been out of town when this complaint arose. The customer will be contacted today to arrange a day/time for the owner to come out there.

  Customer response

  10/17/2023

  The email notifying me about the response went to my spam folder. The issues have NOT been resolved, Plantation Room knows the problems are not resolved, and I will likely be pursuing litigation against them at this point.

  Customer response

  10/20/2023

  I don't understand why the complaint was closed. Their response did not claim to have rectified the situation. In fact, their response came after they returned to my home to attempt to solve the problem unsuccessfully, so their response wasn't even truthful. If you choose to re-open the complaint, I will only pursue litigation if Plantation Room fails to resolve the problems or issue a full refund.

  Thank you,

  ***************************
  

  Business response

  10/24/2023

  We do not appreciate being called liars. We have done and are still doing everything we can to fix the customer's issues. The customer's complaint came to the ******************** on 09/11 in which we responded on 09/19 stating he would be contacted that day to setup a time for us to come out. We did schedule that time and were out at his house on 09/30. Part of the problem was solved, however, the other part involved screen. We did not have that type in stock, so we placed an order for a roll to take back out to his house to finish working on the issue at hand. The screen just delivered from our vendor last Thursday 10/19. We planned and still plan to come out this week, as we didn't know when the screen would arrive, so we couldn't drop our work plans for Friday last week when the screen showed up Thursday afternoon unannounced. We did not have phone or internet all day yesterday 10/23 as there was an outage in our area, so we have just now been able to open up this complaint from yesterday, this morning. The customer will be contacted today to schedule a time to come out later this week, as part of our plan since receiving his screen last Thursday.

  Business response

  10/24/2023

  The motorized screens were part of the issues in which the owner went out before our worker to address those. They were working before he left that day. He tested them multiple times. Between when the owner went out and our employee the next visit, the screens started malfunctioning again. All of these issues will be addressed, again we were waiting for the screen to deliver from our vendor.

  Customer response

  10/25/2023

  Please confirm that my only two options are to 1) accept that the business says they will fix the problem (which they've been saying for a year and a half) and the case is closed-out, or 2) reject their response saying they plan to fix the problem.

  Customer response

  10/26/2023

  So the complaint will be described as "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied", even though they haven't addressed the issues within the complaint. Got it.

• Initial Complaint

  09/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Plantation Room to build a sunroom. They started building the Room and now that they are almost done we have had any luck finishing the sunroom. I would like for the Room to be finished.

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/09/19) */ To whom it may concern: Our client is on our schedule for this week. It has been a very long process for him and our other clients as well. We have explained to him and our other clients that we are doing the best we can and that is all we can do. We lost several employees like every other business around the globe has during the whole covid ordeal. Everywhere you turn, there are signs posted begging folks to come work, offering great pay, sign on bonuses and like us offering the same, no one comes. The crew we currently have, has stuck by us through everything and have done double and even triple the labor just to keep our heads above water. All our clients have patiently waited for materials to arrive due to the shortage during the pandemic. To top that off, now that the materials have come, it takes bodies to build these additions that our clients have ordered. It takes mother nature cooperating for some of these projects. It also take building codes and inspections to take place on THEIR schedules, not ours. We would love to be able to control our own business, but unfortunately in this day and time all you can do is pray that every bone to your skeleton crew is going to show up to work on time, if at all. We can only do so much with the bodies we have and once we get to certain points, we must call in for inspections or we can get in trouble and the projects can be torn down if we do not follow their guidelines. With that said, we usually pull the building permits ourselves. This client pulled his own, which was fine. It was not until we called in for an inspection that we were told the application he filled out was for a "permanent" home and not a "modular" home. This put a huge delay in itself as we were required to hire a structural engineer (who charge BIG BUCKS) to come out and inspect our work and give an official stamp and signature of approval for the project. We felt bad that the whole process had been anything but smooth, so we tried to help the client by searching for a reasonable engineer who only charged us $400 rather than some other quotes we had gotten between $800-$1,200. We passed *** price on to the client when the client could have and should have been the one to correct his error, but we were very understanding on our end as we know sometimes things happen. He has called us numerous times with attitude wanting to know when we would be back out to do this and that at his house. Some of the work that has had to be done has involved some of our contractors we use for specific tasks such as masonry. We by law cannot force any contractor to go out on certain dates and hours etc. We have used our contractors for many years, and they always show up. But like us, they have their own troubles as well with employees and mother nature cooperating for their projects. It is a vicious cycle and unfortunately, we are all at the mercy of each other at the end of the day. We have answered every call from this client and answered him to the best of our ability. He is not the only iron we have in the fire. We have multiple projects from multiple folks who have all been waiting just as long and some even longer than this client. We are just trying to stretch ourselves as thin as we can to keep progress going for everyone to keep all our clients just the slightest bit satisfied. We have explained our short handedness to this client as well as others. Some have been very understanding, but this client just isn't being as understanding as others, which is okay, but to report us to the BBB when we have stayed in contact with them, including last week when we told him we would be back out this week is just ludicrous. We have built the entire room and just lack a couple of odd end things. We are just getting to stopping points on other projects so we can get inspections scheduled so that way while we wait, we can take clients like this one to wrap up the odd ends and keep things moving just as smoothly as we can. We have not left this client high and dry in any shape, form, or fashion. Hopefully, things will begin to go smoother for us due to finally landing 2 new employees in the last couple of weeks! We had two crews in 2020 and we have one single skeleton crew this year. As we have stated, we are just a small business trying to keep our heads above water and taking care of all of our clients to the best of our ability. Thanks & Have a great day! ***** ***** Office Manager The Plantation Room Co. 615.895.6430 **********@outlook.com

*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. ↩