ComplaintsforCain Surveying Company

• Initial Complaint

  10/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  **** 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,
  *****************

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