Complaints

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• Initial Complaint

  Date:11/03/2024

  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.

  Flod Services was hired to replace all the soffits and fascia all around my house. When the workers arrived on Oct 31st, they parked their van in the middle of my front yard and broke one of my sprinklers, they started removing the existing soffits and throwing it everywhere breaking several of my solar lights along my walkway, they broke one of my cameras and lied about it, they broke my screen door and left it, they stood on my upholstered chair on the back porch with their dirty boots, they stood on my water hose wall mount nearly ripping it out of the wall, they dropped several nails in my turtle tank nearly injuring my turtle, they did not replace all of the soffits and fascia as promised, many of the soffits that were installed are dented and or have holes in them, many of the soffits are installed crooked, many of the soffits are not nailed in securely, two of my cameras were left dangling rather than screwed back in. When I tried to talk to the workers and owner about all of the issues, I was given excuses by the workers and they started talking about me in Portuguese. The owner called me rude and threatened me. I do feel safe or comfortable having them return to my property. I have pictures and video of everything mentioned above and would like to file this official complaint out of fear of retaliation from the owner as I am a single woman who lives alone with my son. I do not feel comfortable or safe around these men who disrespected me and my property, lied about it, and expected me to be happy with a horrible job that I was paying them to do professionally.

  

  Business Response

  Date: 12/16/2024

  On October 31, 2024 we sent our crew to Mrs. ********* residence to do the Soffit and Fascia per a contract she agreed to and signed. After the crew had been working on the job Mrs. ******** called me on the phone to complain about the crew having broken a screen on the main door, although I have no proof that happened, I still told Mrs. ******** that I would get it fixed. She had other complaints; I told her that I could go to her house the next day to walk through all the work she was unhappy with and that I would make sure the crew would get it right. I will point out that her complaints begun as the crew was finishing the job, something we accept because most people will go through the job at the end to verify that all was completed to their liking.
  
  She called me many times that day, I told her to allow the crew to complete the job, that I would call her the next morning to schedule a time for me to visit her residence for her to walk me through the issues she saw with the work, and that I would get everything fixed to her liking. I told her I was not able to go the same day because I was too far from her residence, she was fine with me showing up the next day.
  
  I called her the next day to find out when I could stop by as we agreed the day before. She then told me that she did not want the same crew to go back to her house. I asked why not and explained that I needed the same crew to do the work as they had been paid to do and they were accountable for anything they did not do right, that I would be with them the entire time to make sure everything would be completed as expected by her. Then she begun listing things that she said the crew had destroyed, and that they were very impolite, although I heard differently from the crew. Then she claimed the crew had also destroyed some cameras to which I informed her that I am an electrician and could see what was wrong with the cameras and fix them as well if they needed fixing, then she alleged that the crew had also destroyed some sprinklers, and a solar lamp, etc. I pointed out that it was very unlikely that so much damage had been done by my crew when we completed many jobs in our many years in business and have never had this kind of incidents. We are very careful about our surroundings when we do our jobs, we understand that clients have things around the house besides what we may be working on, so we are extra careful to make sure we do not break or damage anything, but then again that was not the issue, I offered her many times to stop by to fix anything that she felt we had broken.
  
  She also claims that I threatened her, which is not true, I would never do or have ever threatened anyone. I, again, offered to stop by to fix anything she was complaining about, but she said that my company was not welcome at her residence and that if I stopped by that I would be trespassing, so at that point I told her that if she would not allow me to complete the job that I may have to put a lien on her property to which she replied that if I did that she would take me to court, to which I responded that I have no problem going to court because we had not done anything wrong. I also need to explain that at this time she was not asked for an advanced downpayment or had she been billed for the job that had been completed up to that point.
  
  From the photos one can see that, for example, the lamp she claims the crew broke is not broken but put aside in order to work on the Soffit. The crew intended to place it back to its original position, but she refused to allow the crew to do it.
  
  Regarding the crew parking their pick-up in the middle of the loan, it was not in the middle of the loan, but she was home all day, she could have told the crew to move the truck from where they had parked it. The only reason they parked there is because there was no other place to park.
  
  The following is a transcript of the texts that were exchanged between Mrs. ******** and me. An effort to transcribe the texts as they were exchanged between the two parties without any grammatical fixes, but to instead keep them as they were sent to preserve the original information.
  
  From Mrs. ******************** October 17, 2024, at 11:46am
  Hi, This is *******. Do you have an estimate for the soffit and fascia repair? Thank you.
  
  From Mrs. ******************** October 17, 2024, at 1:25pm
  How much would it be to replace all the soffits and fascia with new ones?
  
  From Flod Services
  Friday October 18, 2024, at 08:59am
  Hello *******! Good Morning!
  Sorry that I was off yesterday! Can you please remind me of your address?
  
  From Mrs. ******************* left out for security and privacy reasons.
  **** referred me. Thanks.
  
  From Flod Services
  Sure! Ill get to the office in an hour od so! Let me get there and I will check with you.
  
  From Mrs. ************** worries! Thank you.
  
  From Mrs. ****************** October 18, 2024, at 10:53am
  Mrs. ********* email provided (Left out to protect privacy)
  
  From Flod Services
  And your last name please?
  
  From Mrs. ******************* ********
  
  From Flod Services
  Thanks ??
  
  From Mrs. ********************** October 23, 2024, at 02:10pm
  Hi. This is ******* ******** at address. I received your estimate and would like to go ahead and have brand new fascia installed all around the house. Let me know when you are available. Thanks!
  
  From Flod Services
  Hello! Great thanks! Can you please get this response of the approval by the same email? Thanks in advance!
  From Flod Services
  Is it going to be white correct?
  
  From Mrs. *************** white
  
  
  
  From Mrs. ******************** October 31, 2024, at 12:25pm
  Please call me. ******* ********.
  
  From Mrs. ******************** October 31, 2024, at 01:57pm
  Please call
  Please call
  
  From Mrs. ******************** October 31, 2024, at 05:09pm
  I have a few pictures of what I was unhappy with but there are more. When I tried to explain they acted like they didnt understand me. When I continued to explain instead of them fixing it they made excuses why it looked like that and then they started to speak in Portuguese about how I want it to look perfect. Also, they said they didnt do anything to my camera but I have video of it working this morning and video when the  wire was ripped from the camera. Perhaps its better that I use a different company.
  
  They broke one of my screen doors. My son had to fix it when he got home. They didnt replace all the fascia. They left some old ones.
  
  From Flod Services
  Like I said! I will walk the job with you and we will get everything fixed! There is already one place where we couldnt replace the fascia because we cant! Is where the patio roof is, to get that fascia replaced we need to detach the whole patio roof, and of course we are not doing it.
  
  From Flod Services
  Friday November 1, 2024, at 10:23am
  I was trying to help you in all of the requirements by going there on Tuesday 5th, so now you end up terminating the contract with us even when Im supposed to get all that fixed.
  We are still open to get all that fixed so take your time to think about that!
  
  From Flod Services
  Friday November 5, 2024, at 02:11pm
  Hello *******! Im still waiting on a response from your side, like I said before Im still able to stop by your house and talk about everything you are concerned. Please let me know what we can do to get this resolved as soon as possible.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22508487
  
  I am rejecting this response because:

  Multiple lies by owner, **** **********, and aggressive towards me.

  In regard to the statements made in the first paragraph, there was never a contract that I was asked to sign. I did call the owner, ****, that day to tell him that his men had broken the screen door, not the screen. My son repaired the door later that day otherwise I would not have been able to close it. **** did not tell me he would come to my house the next day to walk through the work. He said he would have to check his schedule and his men's schedule and let me know and that it would not be until the following week.

  In regard to the statements made in the second paragraph, I called **** twice and it was because his men did not speak English and so I was unable to communicate with them. Again, he did not tell me he would show up the next day.

  In regard to the statements made in the third paragraph, when **** called me, he was not very nice on the phone. When I told him all of my concerns, he said, "so my men destroyed your house" and laughed it off. He did not take any of my concerns seriously and said that I still needed to pay and if I didn't, he would put a lien on my house. At that point, I told him that I did not feel comfortable or safe with him or his men on my property. I told him the reason that I did not feel comfortable with his men was because they were talking about me in Portuguese, which I do understand although I cannot speak it. And I no longer felt comfortable with the owner, after he kept raising his voice and saying over and over again, "Like I said" and laughing at me. He states that they have done many jobs and have never had this kind of incidents, which unfortunately, was not the case for me.  He said that they are very careful, but I sent him multiple photos showing him how everything was just thrown everywhere in my yard and went against OSHA standards. 

  In regard to the statements in the fourth paragraph, **** was indeed threatening towards me with the way he was talking to me, laughing at me, raising his voice, not taking my concerns seriously, saying he was going to show up at my house whether I liked it or not and threatening to put a lien on my house. 

  In regard to the statements in the fifth paragraph, the solar lamp was indeed broken by his crew.  They in fact did not put aside any of the solar lamps nor ask me to move them out of the way. That one is broken, and his crew never attempted to move it prior to starting their work, fix it or replace. In fact, the crew would not speak English to me even though **** claimed that they spoke English. I also never heard them speak English when they were talking to each other. 

  In regard to the statements in the sixth paragraph, I was not home all day. When I returned home and I saw them parked in my yard, I asked them to move the truck but again, they did not speak English and did not understand what I was saying. I live in a residential neighborhood, and you can see from the pictures previously attached, that there was plenty of places on the road to park. There is also an empty lot next to my property that they could have parked in front of. I'm not sure why I should have to tell his crew where to park when this is their job and it's not their first time doing it.

  In regard to the transcript of the texts provided by ****, it seems like he left out my responses where I told him why I did not want him on my property. Very convenient to make it seem like he's trying to do everything right as a business owner but did not try to do a good job in the first place. 

  From ******* ********:

  Nov 5, 2024, 15:04

  Like I said when you threatened me over the phone, I do not feel comfortable or safe having you or your men on my property. Your men disrespected me and as you said "destroyed my home." I have a new company coming to give me an estimate of repairing the damages and replacing the soffits and fascia and I will be seeking legal counsel. Thank you!

  From ****:

  Nov 8, 2024, 10:25

  Hello Good morning! I'm trying once again to get an answer from you regarding our details on the job site! This is gonna be the last time I'll try to contact you, we can get all this resolved in a friendly manner and we are open to discuss all the issues of the job with you! I'm trying not to take this to a court or a lien on the property because I think there is no need of this! But on the other side! I have to collect the money because we did a job in your house which is just not done because you are not allowing me to comeback to your property! Please! Once again! Think about this because it all can be solved in a couple of more our of work in your property and like I said before I will be there personally to check that everything is going as you desire! Otherwise, you are not giving me any other option than use the legal way which I'm not afraid to use! Kindly! **** ********** Flod services

  From ******* ********:

  Nov 8, 2024, 10:41

  I already told you no. I do not feel comfortable with you on my property. I am already seeking legal counsel.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 12/17/2024

  Attached you can see the original conversation.