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ComplaintsforTown and Country Renovations, LLC
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/04/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I signed a contract on August 25, 2021 for a new back deck. This would include stairs, a roof, materials, and labor. The job was to begin in January and be done by February. I started calling at the end of February, leaving a daily message with my name and phone number. Today, February 4, 2022, I got a call back from the person who handles “permits.” He had no information and could not address any of my questions. I told him I expect a call back or a full refund of my down payment within a week.Business response
02/21/2022
In response to this statement, we would like to clarify a few things. The first being that our contract clearly states an approximate start and an approximate completion date. These are clearly marked because of the difficulty in scheduling an exact start time months in advance. At the time of this complaint, we were still well within these dates. Secondly, we did receive a phone message which was returned the next by our production assistant due to our production manager being out for the second week with Covid. In light of the customer's dissatisfaction, we will voluntarily refund her entire deposit.Customer response
02/23/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have been out of town, and would like to more fully respond when I have the chance to review my records.Only part of your response is accurate, but for now, I will summarize where we agree:Both parties agreed to voluntarily terminate the contract. I was told I would be refunded my deposit within a week. There were NO CONDITIONS to this refund. I did not get a refund within a week, instead I received a legal document that places conditions on ME before I will get a refund, Including a Non- Disclosure Statement.This was NOT a part of our mutual agreement. Regards, ******** ********Customer response
03/07/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have received my refund in full.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.