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:09/23/2024

  Type:Order 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.

  We had a window well replaced and two covers made. One window well was completed on 7/17/24 but the second could not be done as the well was too low and needed to be replaced . I wrote out a check for the downpayment on the window well replacement and what I thought was the completed cover. I sent the check in to the company on 7/18. On 7/24 they withdrew the amount of check ****** plus ****** without my knowledge from my checking account. When they completed the second window well I expected to pay 431 but was told the balance was 913. They claim they sent us an invoice for the 2 window well covers plus the window well replacement. We did not receive this email invoice. They sent me an invoice not dated when I asked for a copy of this email. I have given them the check for the balance of 913. Our issues with this company are as follows. They did not clearly communicate the costs and their invoices were poorly written leading to confusion. They withdrew additional money from my banking account without authorization from me . I contacted my bank when this happened in July and will be filing a complaint with the **** regarding my bank.

  

  Business Response

  Date: 09/28/2024

  I am sorry the customer was confused, but all of our quotes are very clear and easy to understand.  On top of that we explain everything in great detail to the customer over the phone.  In this case, the customer called to order 2 custom ******************** well covers at a total cost after discounts of $430.71 (or $215.35 per cover).  This was clearly stated in the "easy to read" estimate/order confirmation that was emailed to the customer during or shortly after the phone consultation (copy attached).

  During the installation process, it was determined that the customer has a ************************ well which she also wished to have covered.  However, it was determined that this window wells should be replaced since if was too low to the ground and even with a cover installed could potentially take in water. This option was merely presented to the customer along with the pricing for their consideration.  Again, a very clear and "easy to read" estimate/order confirmation was emailed to the customer (copy attached).  The customer accepted the quote to replace the well and have the 3rd cover built to cover the new well, for a total cost of $1475 (well replaement) and $175.35 (cover).  NOTE: the reason this cover was less than the first two was becasue if was smaller.

  The installation for the new well and 3rd cover was completed.  The customer was charged exactly with she had been quoted as follows:  $430.71 for the first 2 covers, $1475 for the well replacementand $175.35 for the 3rd cover.  Copies of all the order confirmations/invoices emailed to the customer are attached.

• Initial Complaint

  Date:08/17/2024

  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.

  On May 23 2024 wellexperts came out to change two well covers I have on my property. The price for changing the well covers was $400. The driver pulled into my driveway and hit the rim of my basketball hoop causing the rim to bend and the glass backboard to break. The company took responsibility from the beginning. The problem was ***************** the owner had no intention with following up on the damage. I than had to get the police involved and go through their insurance. Once that happened **** did everything in his power to intimate and bully me for going through with the claim. On several occasions I made it clear that I would pay the balance separate from anything that had to do with the damage that occurred in my property. Once the insurance paid out my claim. **** changed the balance that owe to $822 which I have all the emails proving that the balance is only $400. **** is very dishonest and extremely hard to deal with. Both *************** and orland park police will agree with this statement. The reason I can not pay the balance is because he is charging double of what I owe. All the emails that I have show his dishonesty that I will be happy to provide if needed. **** has been nothing less than a modern day bully. **** has not tried to resolve this issue. If anything he has looked for a reason to punish me for wanting my property to be fixed. All I initially wanted was for my Property be in the same condition before they arrived. The main issue now is that he is lying about the balance I owe.

  

  Business Response

  Date: 08/18/2024

  The customers assessment of the event is partially true but not entirely accurate. The customer did order customer made ******************** well covers and we did perform the work.  The cost of the covers was $822.  Discounts were offerred which would have brought the cost down to $400, however the discounts are only offerd if the service is paid for at the time of installation.  In this case, the services was not paid for and still has not been paid for.  Therefore, we have requested payment in full of $822 and given the customer until 11/15/2024 to pay.  We have also issued a notice of intent to file a lien if the payment is not made by 11/15/2024. 

  Regarding the issue with the properly damage to the baseketball backboard, we initally agreed to replace the damage parts without involving our insurance company.  Locating the exact replacement parts was taking longer than expected, but we assured the customer it would be taken care of.  Once we found the parts, we orderd them and had them shipped to our loction and informed the customer we would be making arrangement to have a professional installer come our to handle the installation. But, the customer suddenly changed her mind and refused to let us proceed, so she contacted our insurance agent and pushed the claim through.  I told her that was fine even though we were not on the hook for the cost of the parts ordered (approximately $1000).  At this time she has recieved custom window well covers that she has not paid for and will be gettting a brand new backboard to repalce an old one at no cost to her.  We have not been paid for our work $822 and we are also out $1000 for parts we can not return.  So, she had been made whole and we our out a significant of money.   As long as she pays for the covers as agreed to by 11/15/2024 we will not file a lien on the property.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22156683
  
  I am rejecting this response because: My issue has not been resolved. Wellexperts in retaliation for me having to go through their insurance company for my damaged property doubled the amount I owe. I initially offered to pay the driver on the day of install. The driver said let me call the company. After doing that he said that he was instructed not to take payment and someone would contact me regarding the damage to my property. My property was originally damaged on May 23, 2024. I have tried to work tirelessly with this company and I have all of our emails to prove this. For 3 months all I got was the runaround, we ordered the glass for your backboard, were going try to find you a used backboard, were going to see what we can do.  I was agreeing to anything they were offering with no real solution. Finally, they said will order the glass, but we wont install it. I have several emails asking ************************* for his insurance information and not once did he release that information to me. Weeks go by with no response from them. I finally had to get the police involved. After getting the police involved they were able to get the information I needed to go through their insurance company. At that time  I emailed ************************* and told him that if he doesnt fix the damage property, I would be forced to go through their insurance. Again no response. When I finally pushed the claim through, thats when I finally heard from *************************. At this point, ************************* was nothing less than a bully trying to get me not to push this claim through. He went as far as to contact the adjuster and tell them that he spoke to me, and he was going to take care of everything. The insurance adjuster reached out to me and said I do not suggest that you work with *************************, because based on what he was saying, my issue will never be resolved. I took the adjusters advice and pushed forward with the claim. After doing so, thats  when ************************* double the price. I initially tried to pay the balance on the first day they installed, which was $400. I tried to pay the balance when the police got involved and **** wanted to deduct it from the amount of   damages that he was going to allegedly repair. I clearly stated that I wanted to keep the balance and the damages separate. I  was instructed to wait until we figured out what we were going to do with the damage property , these are a few of the emails that went back-and-forth showing that my balance is only $400. Also, there was never any mention of if you dont pay the balance the day off that no discount apply. This was never mentioned to me nor was it ever emailed or stated. Also, I never heard of a 50% discount. This company was absolutely dreadful to work with this company claims that I would not let them fix the basketball hoop that they damaged that statement is the furthest thing from the truth Because the damage occurred on May 23 2024 I did not file a claim until August 16 2024. I reached out to the company on several occasions, asking them to find a resolution if this company had any intention in replacing the glass backboard they wouldve done it. The glass only takes five days after you order it to get shipped. They had over two months to order this class after I found the information for them where they can order the glass Again, they did nothing. They only were interested in repairing the damage once the insurance got involved at that point I refuse to work with them after that is when my balance doubled and retaliation for going through the insurance company. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/30/2024

  We are willing to accecpt and discounted payment of $400 provided the payment is make by 9/6/2024.  The customer can make payment at this link ****************************************************
  or we will have someone reach out to her. 

• Initial Complaint

  Date:05/14/2024

  Type:Product 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.

  On 5-9-24 I received a call that Well Expert was coming to install a well cover. I told them we would not be home and they said they didn't need me to be home. My initial estimate was $269.19 but my **************** was charged $577.75. I called the company and they said they would give me 40% off. Well, they charged my **************** the full $577.75. As a senior citizen and a Viet Nam Vet, I can't believe this company would do this. They were rude on the phone and wouldn't let me get a word in edgewise. I told them they would not be getting any business from me. I want a credit of $308.56.

  

  Business Response

  Date: 05/20/2024

  We work with our customers over the phone and the pricing provided over the phone is based solely on the information provided to us by the customer.  The customer is told both verbally and in writing (highlighted in our Terms and Conditions - see attached) that if the information provided is different than what we actually encounter on-site, the pricing will be different.  We ask all of our customers to double check their measurements so that there are no surprises regarding price.  It is explained to the customer that once our technicians come out the work will be completed and any differences in size or configuration will be charged accordingly.  This also applies to wells that are smaller in size and the price may decrease.  In ******************** case the size of his window well was much larger than what we were told in the initial phone call.  The work was completed and per our terms and conditions was billed accordingly.  Here is what we are willing to do as a courtesy - since he was extended a discount on the original order and we will agree to extend an even larger discount on the larger cover.  Therefore, the price charged of $577.75 will be discounted to $346.65 and he will received a refund to his credit card of $231.10.

  Customer Answer

  Date: 05/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I believe they were acting in good faith and I will be pleased to recommend them to my neighbors who are already asking about the window well cover.  Thank you BBB as well.
  
  Sincerely,
  
  ***************************