ComplaintsforNapolitano Enterprises, Inc.

• Initial Complaint

  10/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 8/9/2023 the business damaged our fence, a handful of times the employees trespassed on our property after being asked not to. Took them over a month for them to come out and “fix” the damaged fence. It was agreed that 2 post and 8 fence pickets would be replaced. They only replaced 1 post and 6 pickets. When asked why they didn’t replace everything they lied and said they did but it’s very obvious that the damage is still there. I have security cameras that captured all of this as well as emails showing they agreed to replace the 2 post and 8 pickets. we asked them to come back and fix the remaining damage but they will no longer respond. This company will not do the right thing and fix the damage. This company has been known to not fix issues with the homes that they build in our neighborhood and it seems this is just another thing. The employees are rude and talk down to you even though you are buying a new build home from them.

  Business response

  10/03/2023

  In response to the complaint filed.  Yes, our contractor did hit and damage a portion of the customer's fence.  Yes, WE notify the customer that we had damaged her fence while we were completing the home next door.  This was on 8-10- 23.  According to my project manager who has been in this business and working for us for 40 +years, we had damaged 6 pickets and no posts.  She has accused us of trespassing on her property.  We have NEVER in the history of this company been accused of trespassing.  I am not sure how she expected us to assess the damage and come up with a plan of action without entering her property.  It should be noted that just up until right before the fence was repaired, we entered her property from the home next door that we still owned.    in other words, we barley stepped on her property.  Since the customer was adamant about us not entering her property, we agreed to replace 2 post and 8 pickets just so we could get on with the work.  When my project manager went to do the work, he did replace the 8 pickets, but only one post.  The reason for this is because the second post only had a smudge on it and when he cleaned it off, the post was fine.  It is leaning terribly from the original installation, however that should not be on us if there was no damage from us. 

  The customer says and I quote "they are known to not fix issues with the homes" I strongly disagree. In fact, we tried to set up a meeting with the customer to review what we had done and show her that there was not an issue with the second post and look at the pickets she felt were still not correct.  She would only meet us after 5:30 on a Thursday or after 5:00 on a Friday.  When we explained that we are not on the site at those hours we asked when she may be available between the hours of 10:00 and 2:00, we have not heard from her. 

  The bottom line comes down to this, and that is that if her quote was in fact true, I do not think we would be in business for 46 years and have an A+ rating with the ***, nor do I think we have ever had a complaint filed with the ***. Unfortunately, when you are in business as long as we have been, you will not make everyone happy. We have explained to her that we will agree to disagree.   

  Customer response

  11/02/2023

  
  Complaint: ********
  

   

  We are available on November 9th at 10:00am to meet with everyone. To be clear, the point of this meeting is to discuss how Napolitano plans to replace the remaining 2 pickets and 1 post. Not to discuss what damage was done, that has been clear since august 10th and was agreed upon through multiple emails. 

  Business response

  11/06/2023

  I have responded to the customer that the purpose of this meeting is to discuss the work that was done and why.  I explained to her that I agreed to replace the second post sight unseen based on her word that there was major damage to the post. I stated that the scuff mark as shown in the pictures does not require replacement. In fact, the pictures she originally sent of the damage of the post showed damage at the top.  That is what my project manager wiped off and that is why we did not replace the post.  For all I know they could have done that themselves when they installed their fence.  However, I told her that I would leave that up to my project managers who are meeting with her and who did the work. 

*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. ↩