Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:04/01/2024
Type: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 experience with Coach House Garage has not been exceptional at all and it's getting worse. ************************* is the Coach House rep that I've been dealing with and I think there is a severe breakdown in communication. It's been this way from the start. Firstly, when the foundation for my project was poured, it was poured with no entrance for a garage door. I texted ***** a screenshot and asked if it was going to be fixed and he said yes. When the concrete contractor came back out after the concrete cured, he cut the opening for the garage door on the wrong side of the foundation. The concrete contractor showed me the prints and explained emphatically that he was right in cutting the side according to the print. I explained the print was wrong and he began to fill in the cut he just made with concrete and then cut the right side as I explained. After that he began to cut control joints in the foundation. They were cut out of square with the foundation and at an angle. I shook my head and said to myself. "Why bother."When the crew came to construct the building, some of the materials were completely wrong. We asked ******* to match the colors of our home exactly. Before we entered into this contract, we were advised that wouldn't be an issue. Below is a list.1. Siding was the right color but not dutch lap (Pic Attached)2. Fascia and soffit were white and not ******************* Sliding door was white with grids.4. He sent me a change order to make soffit and fascia almond to match home. (Wasn't even close. See Pic)We gave ***** the colors that we wanted from the start. We gave him the list of colors that were used on our home to match the appearance of the pool house to be built from the beginning.Now, he sent me a change order to make it the way we wanted from the very beginning and the total increased by $6,593.10.What blows me away is that the only thing on the pool house that matches the color of our home are the windows that I purchased because ***** said there was a long delay in procuring the windows we wanted. Which is another issue in itself because he knew the color and grid pattern of the window beforehand. He suggested he order white and then paint them after they were installed. Fyi, the color of the windows are the same as the fascia and soffit.
Business Response
Date: 04/02/2024
This complaint was submitted yesterday, April 1. On April 1 we received communication from the customer regarding exactly what he described in his complaint! First, our apologies for the lack of communication as he has referenced . Our sales manager reached out to the customer yesterday afternoon and has been in communication with him! We will get this resolved for the Customer. We also agreed that the colors do need to match and we are in the process here as of today of getting the correct colors figured out. And then we will put together a plan of getting the correct colors in our warehouse to be able to install, Depending on which colors are chosen, may be some time before we can get them acquired! But we will get them acquired and get this taken care of!
sincerelyCoach House Garages
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