Complaints

This profile includes complaints for Sprague Structural Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sprague Structural Solutions

  5605 McWhinney Blvd Loveland, CO 80538-8826

  
• 

  Sprague Structural Solutions

  314 E. 4th St Ste D Loveland, CO 80537

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this business to repair my driveway and sinking back step. And initially I was pretty happy they gave us some pretty reasonable quote of $4,661. Seems reasonable right? Well due to weather we had to split up the front and the back which resulted in us making three or four separate payments. Being the deposit, and other being for the front, and one being four the back, and the last being for the alleged outstanding balance. Well after they completed work on the back, They decided a week later to send me an email that stated I owed them another 917. According to the contract we were to pay upon completion of the work which we did. So for them to be calling, emailing while continuing to have inaccurate information is really suspect to me. And when I called to make another payment for the fourth time of the alleged 917 that I owe them, they couldn't offer. An explanation is to what happened other than "we're sorry." Then tried to put all the blame on the guy that did the work that collected payment while not taking responsibility for the emails that I received telling me to disregard the alleged outstanding amount.
  
  Because to me an estimate is an estimate and not necessarily the entirety of the bill. Sometimes you don't need as much material so maybe it doesn't cost as much, but when I asked that question. Bethany just said she didn't know. So I would like either the owner or somebody that is actually in charge to give me an explanation as to what happened and why, because honestly it's really shady to me and I am not happy. And yes, I understand mistakes happen but your inability to provide me with a reason other than oops, Sorry is unacceptable. And yes you're probably just going to site the estimate but when you tell me the foreman can't give me a reason as to why it was a different amount. Sounds to me like there's some shady stuff going on here. Like maybe you didn't need as much materials and that's why it wasn't as expensive and you're overcharging.

  

  Business Response

  Date: 04/28/2023

  Hello Alec,

  Thank you for taking the time to speak with me over the phone regarding your concerns with our pricing/final bill.  As promised I have corrected the project pricing to accurately reflect what work was done on what date and for the exact price as an attachment. 

  The error was made when the back patio was broken off from the work in the front of your home. I have corrected the error and allocated the items correctly, which is the invoice you should have received as soon as the error was made.  We truly apologize for the error and regret it has changed your opinion of our company.

  As discussed earlier, I will further explain our bidding: we operate on a predictable pricing format.  What that means is we bid the project for product we expect to use based on over 20 years of evaluation from our supplier.  If we use more product than expected we do not charge you anything additional likewise If we use less material we do not refund the customer.  In the end as a company we can guarantee the price of your project and everything evens out in the end.   Whereas with traditional pricing the contractor will bid a project and give you an "estimate" then charge or refund for any additional products or labor needed. If that was not explained in enough detail during your inspection, we do apologize. 

  Prior to the billing mishap we did see your Google Review which I have attached.  It seems you are happy with the work but questioning the final invoice.  I'd like to point out the price never changed, but there was an error in our collection of agreed upon price, which we feel has been explained in detail on the attached invoice, proposal and above statements.  Please feel free to reach out with any additional questions.

  SPRAGUE STRUCTURAL SOLUTIONS, LLC.

   

   

  Customer Answer

  Date: 05/01/2023

  Complaint: 19989656
  
  
  
  I am rejecting this response because:
  
  Yes, I was initially satisfied until I took a step back and thought about the billing policies. And while it's "convenient" that you don't charge extra if you use less materials or more of it takes more. I still feel that a)these policies were not disclosed and b) the invoices are intentionally vague. The "detailed" invoice is still just a 1:1 copy of the estimate. And from a consumers perspective it's suspicious that nothing is broken down into an easy to read detailed bill. You admitted to me while on the phone that you're knowingly up charging and "taking into account areas that may be affected by our work." Even when it's not a part of the project. So it's only convenient for you to come in, with an over-estimated invoice, make zero changes to it and then send the customers the exact 1 to 1 copy while not providing any costs of materials, labor etc. So, as a result we are only told that we "got a good deal." But you can't/won't provide the numbers to prove it. It's highly unethical to be charging customers for materials that were not used. Because I'd argue that if "we got such a good deal" then show me the numbers, or will they not add up to what you charged me? And is that why it's not on the invoice? You yourself even said that Sprague only "sometimes" comes out on top. I'd bet you that it's more often than not that the company is rolling in the green. And when I questioned you about the policies, you couldn't give me a straight answer as to how it is actually calculated, other than it's a really "con·vo·lut·ed process " Well I'm not just going to take your word for it. And that's my issue, because to me it sounds like you've got quite a good scam going on and are raking in the profits. Please, show me the numbers. Until I see something of substance I will continue to feel like I got scammed. Hopefully, you can understand and see where I'm coming from here. 

   

   

  
  Regards,
  
  
  
  Alec Larson

  

  Business Response

  Date: 05/02/2023

  Hello again Alec,

  We have provided the required documentation before the work was performed, as well provided the detailed cost of the work performed and on which dates.  No where on our proposal does it claim to be an "estimate"  and clearly states on the first page of your proposal: "I/we will make the payment set forth in this Contract at the time it is due."  It does not state a price adjustment should take place after the project is completed.  Furthermore  on the last page of the contract is states: "Customer shall: 1) make full payment to the crew leader upon completion of work".  The work was performed to your satisfaction and for exact price agreed upon by both parties.  We have never and will never claim to be the cheapest option, but do claim to have the best products and best quality installation crews.

  Sprague Structural Solutions

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I contracted with Sprague Structural Solutions to do some work on our 288 square foot concrete patio. Their contract proposal is dated August 10, 2022. On September 8, 2022, they came and applied a sealant to the patio. On September 20, 2022, they came to lift and level the patio. They did not lift and level the patio, but cracked it with a crack that ran ¾ of the way across the patio. The down payment toward the final cost of $2,605 was refunded to us. The crack they put in our patio was sealed at my request.
  
  Before hiring Sprague for this patio work, my wife considered whether to have the patio re-poured or fixed. Chad M*******, Sprague's representative, assured her that they could fix the patio for us. She decided to go with Sprague and fix, rather than re-pour, the patio.
  
  But Sprague did not fix our patio; they broke it. I called Sprague on September 29, 2022 and said that we wanted them to make us whole in this matter. Their office manager, Amanda V****, said she would talk to the co-owners and get back with me. She did not call me back. I called her again today, October 11, 2022. She said the co-owners would do nothing more for us for breaking our patio.
  
  Each time I have spoken to Sprague, they have given a different explanation for why the patio broke and why it was not their doing.
  
  They claimed they could fix our patio, but they broke it, made it worse, and now we have a broken patio. We believe that Sprague should make us whole in this matter.

  

  Business Response

  Date: 11/03/2022

  Hello ******,
  
  Regarding your complaint to the BBB.  We have refunded all of your money.  Please feel free to get your concrete replaced.  Since you were not charged any money, we do not feel any obligation to replace your concrete.  Repair work is not an option therefore replacement is your only option moving forward and is not the responsibility of Sprague Structural Solutions.
  
  Furthermore,  please view the attached Proposal.  I have highlighted a section regarding this matter.
  
  Best Regards,
  
  Jessica M*******
  General Manager
  ** *** *** ****
  ***************************
  *********************
  
  2 Attachments
  
  

  
  

  Customer Answer

  Date: 11/03/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: Sprague Structural Solutions promised to fix our patio, but instead broke our patio with a crack that runs three fourths across the structure.  Sprague refunded the money we paid toward their work, but that did not fix the damage they caused.  They have offered a variety of different explanations and excuses for the damage they caused us.  That does not change that they promised to fix our patio and then broke it.  We believe that Sprague Structural Solutions should make us whole in the damages they caused.
  
  
  
  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 11/04/2022

  Please refer to the contract you agreed to prior to any work being performed.  

  Customer Answer

  Date: 11/04/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:  The business offered a service.  They did not provide that service and they left us with a broken patio.
  
  
  
  Regards,
  
  
  
  ****** ******