Complaints

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:06/16/2023

  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.

  *************************** contacted Detail Building Services, LLC on June 7, 2023 and spoke to *********************** requesting an estimate for the repair of roof leaks. On June 9, *********************** visited our home to provide the quote. Her Detail Building Service business card states that she is a "home advisor" and an "insurance claim specialist". According to the Georgia Secretary of State's records, ************ is a managing member and ************** is an agent of Detail Building Services, LLC.************ entered our attic and stepped off the flooring causing her leg to break through our dining room ceiling. Shortly after her fall, ************ took photos of the ceiling damage and sent them to a person she called *********. She then spoke to ********* about repairing the damage. The two settled on the repair cost of $450 and ************ asked ****** if the work could be done the next day, Saturday June 10 or Monday, June 12. ****** stated either date was OK. ******* told ********* over the phone to come Saturday, June 10. ****** asked ************ if Detail Building Services was going to pay for the cost of repair. ************ said, "Yes."After ************ left our home, ****** called ***********************, sent her photos of the damage, and texted her that ************ had arranged with ********* to repair the damage the next day. ************** stated that this type of incident had never happened to them before and she needed time to deal with it.On Tuesday, June 13, ************** responded to ****** by text that the cost of repair would be $550 and her company would only pay $250. ****** subsequently texted ************** on June 14 and ************ on June 15, stating to both that they needed to accept full responsibility for the repair or we would pursue actions to remedy the situation. In the text to ************************** stated the actions would be a BBB complaint and social media reviews. We are pursuing a satisfactory conclusion to this matter through the BBB. We have yet to submit negative social reviews.

  

  Business Response

  Date: 06/24/2023

  On June 9th,

  ************ was sent out 

  

  Business Response

  Date: 06/27/2023

  On June 9th, 
  
  I sent *********** to give a repair estimate to *************************** who called in a few days earlier for a cost to repair their roof leaks. Once ************ arrived ******************** proceeded to show her the interior ceiling damages. *********** stated she asked ******************* if the interior damage would be included in her estimate and she replied back no. ******************* stated that she would repair the ceilings herself and only wanted a price for us to repair pipe boots on the roof which she said was causing the interior leaks. ******************* then proceeded to bring *********** to her attic which was not necessarily needed for a pipe boot repair cost. Normally attics are reinforced with ply wood. ************ was not advised by ******************* or ****************** (who was working in a room located near the attic) that the attic did not have ply wood through out as they pointed to ************ where the damage could of been located in the attic which resulted in ************ stepping down into an area with insulation and apparently no ply wood. ************ leg went through the dining room ceiling. As previously stated via text messages, to the ******************* this was an unexpected and unfortunate event for all parties involved. ************ had to go to emergency room later that day because her ankle swollen and she couldnt drive all the way home. Our company is willing to take 50% responsibility for what happened but we dont believe this was solely our fault. ******************* insisted ************ inspected attic and did not advise her that the attic was not fully installed with ply wood which made it safe for her to go up there for an inspection. ************ did not need to go in the attic for no reason because the customer  pipe boots needed to be replaced which is located on the roof on the exterior of home. However, we are willing to do our part with resolving this as soon as possible.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20194778
  
  I am rejecting this response because:

  We do not accept partial responsibility for the accident.  When ****************** requested a roof repair quote, she stated that she suspected the roof boots to be the source of the leaks, but she clearly did not know for sure.  A competent roof damage assessor would have looked for evidence of the source of the leaks in the attic and would not have stepped off the plywood flooring in a well-lit attic.  A responsible business would accept the full cost of repair for damage caused by their representative.
  

  The cost of repair has not been established.  We received a repair quote of $1,170.  Ms. *********************** stated the cost of repair to be $550.  We asked ************** for contact information for her contractor so that we could review the scope of work.  ************** has not responded to this request.  We intend to get one more quote.

  We are willing to do either:

  Proceed with establishing the cost of repair and then discussing the amount to be paid by Detail Building Services, LLC

  Submit this matter to binding arbitration through the Better Business Bureau

  If this matter cannot be resolved, we intend to generate reviews of our experience and file a claim in *******************************.

   

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

  

  Business Response

  Date: 07/02/2023

  Although, we dont believe the Draffins have been completely honest about the conversation between ******************* and ************ on June 9, 2023, we are not in business to make enemies nor ruin our A+ reputation. With that being said in good faith ************** will contact the ****************** on or before July 5, ******************************************************** dining room ceiling only. We are not willing to pay any other contractor for damages needed to be repaired. Our company will restore the dining ceiling back to the original condition to resolve this issue.