ComplaintsforAirport Glass Inc

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company installed a fence for us on 10/12/22. On 10/28/22, I received a call asking for the final payment. I asked them to send me the final bill. I received it via email soon after, the bill listed additional charges of $630. I responded asking for a breakdown of the charges. It is important for us to have an accurate breakdown as our neighbor will be reimbursing us for their portion. The company was aware of this. Their responses were vague, "that's what it comes to" and "is there an issue with the fence". They refused to provide a breakdown of the charges. I believe this is because of a mistake their workers made. Before they started the install one of their workers came out & **** lines showing where the fence would go. We were not home, we found out later that evening. When their workers showed up to install, before the work began, we asked them to change the location of one of the side fences, they ignored our request & installed the fence in the wrong location. The next day I insisted they move the fence to the correct location. I understand this added extra cost however this was the company's mistake, we should not be penalized for that. Last week, on 11/1/22 & 11/4/22 I received voicemails from ****, he said he was calling to answer my questions. Unfortunately, I was on a business trip & was unable to answer his calls. On 11/7/22 I received a voicemail from *******. In the voicemail, she stated "we have been calling you for a couple of weeks now & emailing you in regards to your invoice for your fence. I know you had some questions about the cost, my manager **** has been trying to call ********* won't return his calls. She goes on about the total & provides a phone number, & then says "I need you to take care of this invoice, if I don't hear from you today I will send someone up ********* guess we can remove your fence, that's what it comes down to". Threatening to send someone to my home is frightening, unprofessional & a wrongful collection procedure

  Business response

  11/08/2022

  Good morning,

  I'm not sure why this has gotten so blown out of proportion.  We were hired to do a job and did the job.  We did everything customer asked out of us.  We added a 3rd cedar 2 x 4 rail to the fence like customer wanted.  The extra charge was for the 2x4x8'cedar rails, ******* brackets, 2 gallons of ******************************* stain and the labor to install third rail.  

   

  When the office girls were called back on 11/7 they were yelled at on the phone and they feel disrespected.

   

  We have tried contacting customer multiple times to make sure there is no questions and everything is okay and to collect payment.  We feel like as a business we are being ignored?  

   

  BBB

  The owner of the business is not ************************  He has been gone from our family for almost 5 years.

   

  Thanks

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

  Customer response

  11/17/2022

   
  Complaint: 18372343
  
  I am rejecting this response because: This does not resolve the issues. 

  I'm disappointed to hear the company is refusing to take responsibility for their owner/employees behavior. To say they felt disrespected is an insult. I received a rude and threating voicemail from someone from their office claiming to be the owners wife, to say I felt disrespected is putting it lightly. Threating a customer is extremely unprofessional and uncalled for. I received the final invoice on October 28th, they are calling me on November 7th, less than two weeks later saying "if I don't pay them that day they are coming to my home". I know the company is trying to brush this under the rug but it needs to be addressed. First and foremost I believe I'm owed an apology. 

  The other issue is the additional charges, I never agreed to this amount. Had I been quoted this amount I would have declined the charges. My existing fence isn't that big, I just can't see how a few 2x4's equal $630. I would like to the company to either revise their final invoice to show a proper breakdown of the charges or accept the original amount agreed upon. 

  
  Sincerely,
  
  ***************************

  Business response

  12/01/2022

  Denyal was bid on 07/07/2022 for a 2 rail cedar fence.  She accepted our bid on 08/10/2022.  She called on 08/15/2022 and paid her half down $1782.00.  Fence was built the week of Oct 24- Oct 28 2022.  During the building on Denyal's fence she requested we add a third rail to the fence we were building as well as the fence she currently had.  She did not ask for additional cost from our crew supervisor but simple asked him to build it.  After fence was complete on 10/28/2022 and final bill was sent to Denyal she asked why added a third rail cost $630.00.  **** responding to her email by stated "the 2 x 4 cedar rails, brackets, pre staining, additional labor. Thats what it comes to. Thanks **** ".  After **** responding to her email she never responding back to us.  We had our supervisor call her several times and she never called back.  When our office staff called to collect the balance due on the fence she didn't pick up.  After several voicemails and weeks later ****** called us back in the office.  At this time she was upset and said she was turning us in to the BBB and Attorney Generals Office.  This is where we are at.  

   

  She owes $1618.06 for the accepted bid on 08/15/2022 and $689.22 for the additional work approved by Denyal.   

  Customer response

  12/07/2022

   
  Complaint: 18372343
  
  I am rejecting this response because: The dates and statements the company is making are incorrect. I have records of every email, phone call and voicemails. The only time I spoke with anyone on the crew was the day I asked them to move the side gate they installed in the wrong location. I received the final invoice October 28th and the threatening voicemail from their office on November 7th, that's 10 days later not weeks. **** called me twice between those dates, once on November 1st and once on November 4th, I have records to backup my statements. And I shouldn't have to explain myself but so that everyone has the entire story, I was unable to return ****** calls because I was out of the country on a business trip. I did explain that to **** when I spoke with him on November 7th. This is ridiculous! We can go *************** pointing fingers forever but I don't have time to keep dealing with a company that is so unprofessional. I'm simply asking for an accurate invoice, I'm really not sure why this is so difficult for the company to provide. Are the extra charges for the 3rd rail for the entire fence or just the existing fence? If it is the entire fence then this needs to be listed CORRECTLY on the final invoice so that we can divide the cost appropriately with our neighbors. If the $630 is for the 3rd rail on existing fence as it is currently listed then I disagree with these charges. 
  
  Sincerely,
  
  ***************************

  Business response

  12/23/2022

  The $630 has been deducted from the final bill.  There is a break down on the final bill in detail about where the 3rd rail was installed for your record.

   

  Have a good day.

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