Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
**** Surveying was hired to perform a property survey as part of a home purchase. The survey was due by a specified date in order for the lending to be approved and the house sale to be closed. They provided assurance that the survey would be complete on a specified date that would allow for timely approval by the lender and the sale to be closed. After 5 days had passed beyond the date they specified, the survey had still not been provided. They were not able to be reached reliably by telephone or email. Due to their delay in providing the completed survey, the lending was not approved on time, and the home closing date had to be postponed. When asked why they did not deliver the survey on the date they specified that they would, their response was that they were too busy to get it done by the time they had agreed to. I requested their service fee be reduced to account for their delay and to help offset the cost incurred by me due to the delay they caused, and they would not agree to do so.Business response
10/17/2022
On September 19, 2022 we received an email (survey order) from a Title Company here in ***** asking if we could get a survey done at *************************************, ***** to close on October 7, 2022. This is a normal way we receive orders from several Title companies in this area. We always try to send the Plat and Field notes two or 3 days before closing as a typical practice. On Sept 22 **** Surveying received an email asking if we could push up the final product to September 30, 2022 and we replied we would try. The last week of September a part had failed on the wires outside of our building and our internet went down. All of our systems are reliant on on the internet for us to do business. The internet company was notified on Tuesday September 27 and they replaced their modem that worked until sometime mid day Wed the 28th. They were notified again and sent another tech out that found the real problem was out side and could take up to 2 weeks to fix. So basically we had no phones, internet, email wifi, ect... as of close of business Friday 30, 2022 the internet was still down. Sometime Sunday They sent a crew and fixed the outside problem so we would have internet. Due to all that everything in our office went offline and I had to get my computer guy to come to the office and re-connect everything back up. So everything was working again sometime mid-day Wed Oct 5th. As you can imagine we received a ton of voicemails and emails this day. My Secretary received a call from ********** around this time as he was upset with our time line to get his survey out and demanded her to discount his survey. She told him that was my (*******************) call not hers as I was in the field Surveying to catch up from the week before problems. We sent the survey to the Title Company on Oct 5, 2022 and have since been paid for the survey. I did not learn of the upset customer until Friday October 7, 2022 and it has taken until today for me to do my research and reply to the complaint. We always try our best to make any dead line just as a good practice, as I would like repeat customers. We always state we will try to make dead lines and sometimes things out of our control hinder us from doing so. It seem this is one of the unfortunate situations we did not make the deadline we said we would.Customer response
10/18/2022
Complaint: 18174767
I am rejecting this response because:The business has responded with an explanation about the reason for not fulfilling its obligation at the agreed timeframe but still charged the full fee despite not delivering on what they stated they would. This led to a delay in the house sale closing and extra expense to me for cancellation and rescheduling of moving expenses. A discount was not demanded but was requested to offset my financial loss. Even now a simple sincere apology would be accepted as adequate, but instead the business has chosen not to do so and rather patronize me with their response instead.
Sincerely,
*****************Business response
10/26/2022
All I can do is say what happened. I dont think ********** will ever be satisified with any response.Customer response
11/05/2022
Complaint: 18174767
I am rejecting this response because:The business assessment is incorrect. I would absolutely be satisfied with an apology if given.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
315 State Highway 110 S
Whitehouse, TX 75791-3510
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.