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:04/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  In December 2022 hired FR to repair water damage in kitchen and master bedroom due to a broken pipe. I also elected to have them repaint the master bedroom for a separate fee. In Janaury 2023 I met with FR at its office and went over charges to be submitted to insurance company and separate charges concerning deductible and extra painting in master bedroom. I was told I would be sent a final copy of the invoice. After work begin I was told they wanted to make additional charges for ceiling and window and door frames that was not included in the figures provided at the office. I still had not received the invoice. I contacted the representatives with no response. On February ** I contacted Dale R******* who informed me it would be sent that day. It was not. I contacted him again on February ** and he repeated it would be sent that day. To date it has not. I am concerned because I have no itemization of the charges for painting the bedroom. I am also concerned that this failure to itemize charges may be hiding a deceptive or misleading act.

  

  Business Response

  Date: 04/18/2023

  This is the first we've heard of Mr. ****'s dissatisfaction. A detailed estimate/invoice was emailed to Mr. **** in March - how he didn't receive it, we don't know. We used the same email address documented in the complaint. Also, we had employees at the **** residence many times throughout the month that we were working on his project (January) - no one was ever told that there was a problem. Mr. **** may have reached out to the owner via text - which possibly could have been misplaced because he receives dozens of messages a day; however, Mr. **** never called the office about this. Had we known of this issue, we would have taken care of it immediately. It is not our intention to "hide" anything from or be "deceptive" to our customers. We don't do business like that. As a matter of fact, as soon as we saw this complaint, we reached out to Mr. **** via phone call so that we understood the problem and emailed him another copy of the detailed estimate he was wanting.
  

  Customer Answer

  Date: 04/22/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I would note that a copy of this invoice was requested at the office when work plan was drawn up in Janaury.  After not receiving a phone call was made with no response and the texts were sent to the owner this company who responded that it would be sent twice. I have no record of any email in March.  Since they have now provided the invoice I find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****