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Business Profile

Wood Rot Repair

Larry Young Wood Rot Specialist

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/14/2022

    Type:Product 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.
    Company did not use products per contract. Owner never has attempted communication as to the product change - customer had to discover and never agreed to a work order change. Product used has about 1/2 warranty at best of contracted product plus future repair/replacement costs and repainting costs. Additionally, workers damaged countertop, deck railing, and left screws in driveway resulting in 2 new tires. Owner has refused to meet and/or acknowledge damage. Deny, deny, deny!

    Business Response

    Date: 09/29/2022

    Customer's complaint alleges my company did not use products specified in the contract and references a change order the customer never agreed to. Customer further alleges something about the products used only carry about 1/2 the warranty of the products specified in the contract.  Customer additionally claims that I refuse to meet to discuss the customer's alleged complaints/issues and/or acknowledge purported damage by my workers to the customer's laundry countertop, deck railing and screws left in the driveway that required the customer to purchase new tires.


    The contract involved extensive wood rot repair, the installation of 2 Andersen windows and the replacement of 2 glass panels. Except for replacing the 2 glass panels, the rest of the job was completed on 5/28/2022. Per agreement, the customer held back $500 until the 2 glass panels could be replaced. The rest of the balance due for the job was paid on 5/28/2022. The 2 glass panels were replaced on/about 8/5/2022.


    From my standpoint, the job (except for the 2 glass panels) was completed to the customer's satisfaction.  I then received a text from the customer on August 5, 2022, telling me the customer had replaced 2 tires on his truck purportedly caused by screws left on the driveway by my workers in/around the time the job started on May 17, 2022. The customer further alleged my workers chipped the laundry room counter top when they installed 1 of the glass panels in/around August 5, 2022.


    Until receipt of the customer's 8/5 text, this was the first time I had heard anything about the tire damage (more than 2 months after the fact) and the chipped counter top. I don't understand why the customer unilateraly decided to replace 2 tires when only 1 tire was supposedly damaged beyond repair and not tell me about it for OVER 2 MONTHS. Also, the customer did NOT provide me with any documentation regarding the tire damage. The size and type of screws used by my company for this type of work would normally not be expected to damage a tire so badly that the tire would need to be replaced. My workers are very careful not to not leave stray screws behind on a customer's driveway. The customer agreed that proof could not be provided for exactly how/where the tire damage occurred. Nonetheless, I said the customer could keep the $500 holdback amount to cover the tire damage. 


    However, because of the customer's undocumented claim regarding the tire damage, I found it difficult to believe the new damage claims to the countertop and additional undocumemred claims regarding scratches to a deck railing and use of substitute materials not provided for in the contract. I further dispute the customer's claim of not being notified about extra charges ( i.e., a "Change Order") totalling $925 for 7 sashes ($525) and a door threshold ($400). My project manager verbally informed the customer of the additional work, and the final Contractor Invoice dated May 28, 2022 listed these additional charges. Why would the customer pay for these additional charges supposedly not previously disclosed to the customer?


    I can only apologize and have done so for the problems, inconvience and delays in getting the 2 glass panels installed. I understand that my painter was able to address the scratches to the deck railing and 1 area we missed needing a small trim board replaced. 


    To my knowledge, my company installed the products specified in the contract. After more than 3 months of job completion, only now has the customer asserted claims that my company did not install products specified in the contract. For now, I must refute this claim until I can inspect the work done and determine the actual materials used. To that end, I am willing to meet with the customer to review the situation. I have asked the customer to contact me to arrange an on-site meeting.


    I have successfully completed a number of jobs in the same neighborhood where the customer lives. In fact, the customer contacted me based on the recommendation of one or more of the customer's neighbors. My company has the highest rating issued by the BBB, and my company has not had any complaints filed in recent memory. I pride myself on taking care of my customer's needs and always try to ensure all customers are satisfied.

    Customer Answer

    Date: 09/30/2022

     

    Customer responses are in RED.

     

    Customer's complaint alleges my company did not use products specified in the contract and references a change order the customer never agreed to. Customer further alleges something about the products used only carry about 1/2 the warranty of the products specified in the contract.  Customer additionally claims that I refuse to meet to discuss the customer's alleged complaints/issues and/or acknowledge purported damage by my workers to the customer's laundry countertop, deck railing and screws left in the driveway that required the customer to purchase new tires.

    *** *****, only yesterday via text, offered to meet. Based on his response letter that I am currently addressing, it doesn’t appear that *** ***** is prepared to take ownership of the issues and make things right. I am open to meeting to resolve my complaint(s), but again, based on his response letter, I hold little hope for a resolution.



    The contract involved extensive wood rot repair, the installation of 2 Andersen windows and the replacement of 2 glass panels. Except for replacing the 2 glass panels, the rest of the job was completed on 5/28/2022. Per agreement, the customer held back $500 until the 2 glass panels could be replaced. The rest of the balance due for the job was paid on 5/28/2022. The 2 glass panels were replaced on/about 8/5/2022.

     

    The customer did NOT hold back $500, the balance was paid in full (before job completion). The 2 glass panels were attempted to be replaced on June 16, 2022, but *** ***** ordered the wrong size. The original glass was broken when removed, but since the new glass was the wrong size, the original glass was reinstalled (poorly) whit cracks and duct tape for over 7 weeks until new glass was finally insralled.


    From my standpoint, the job (except for the 2 glass panels) was completed to the customer's satisfaction.  I then received a text from the customer on August 5, 2022, telling me the customer had replaced 2 tires on his truck purportedly caused by screws left on the driveway by my workers in/around the time the job started on May 17, 2022. The customer further alleged my workers chipped the laundry room counter top when they installed 1 of the glass panels in/around August 5, 2022.

     

    Generally speaking, I was happy with the work (in particular work from ***). I was not happy with the damage to my property caused directly or indirectly by the workers (I also understand accidents sometimes occurs, but take ownership and make things right). The tire damage from the screws left in the driveway by workers occurred on/around June 16, 2022. The tires had to be ordered and were installed on June 21, 2022 total invoice $507.03. The June 16, 2022 date is the date the workers first attempted to install the 2 new pieces of window glass, but the wrong size was ordered. The workers broke the original glass removing it which was reinstalled with numerous cracks and duct tape and only partially reinstalled in the window frame (leaking). Seven plus weeks later, the new glass was installed after being told only 3 weeks by ***.

    Until receipt of the customer's 8/5 text, this was the first time I had heard anything about the tire damage (more than 2 months after the fact) and the chipped counter top. I don't understand why the customer unilateraly decided to replace 2 tires when only 1 tire was supposedly damaged beyond repair and not tell me about it for OVER 2 MONTHS. Also, the customer did NOT provide me with any documentation regarding the tire damage. The size and type of screws used by my company for this type of work would normally not be expected to damage a tire so badly that the tire would need to be replaced. My workers are very careful not to not leave stray screws behind on a customer's driveway. The customer agreed that proof could not be provided for exactly how/where the tire damage occurred. Nonetheless, I said the customer could keep the $500 holdback amount to cover the tire damage. 

    One tire was damaged by screws left in the driveway by his workers and that tire was deemed unrepairable by the tire center. Additionally, it was recommended by the tire center to replace both rear tires at the same time, thus the 2 tire replacement. My wife and I picked up several screws from the driveway after discovering the flat tire and the screw in the tire matched those screws in the driveway.

     

    The chip in the countertop was reported on the same day as when it was damaged – 8/5/2022 and pictures were provided.

    However, because of the customer's undocumented claim regarding the tire damage, I found it difficult to believe the new damage claims to the countertop and additional undocumemred claims regarding scratches to a deck railing and use of substitute materials not provided for in the contract. I further dispute the customer's claim of not being notified about extra charges ( i.e., a "Change Order") totalling $925 for 7 sashes ($525) and a door threshold ($400). My project manager verbally informed the customer of the additional work, and the final Contractor Invoice dated May 28, 2022 listed these additional charges. Why would the customer pay for these additional charges supposedly not previously disclosed to the customer?

     

    The deck rail was virtually brand new and was not damaged prior to the window work. The scratched railing and **** spindle, depicted in the picture provided was from the workers using their ladder, without protection to the railing, on the deck to access the window replacement.

     

    As far as the extra charges, yes, I was informed of the additional work/expenses when handed the final bill (same date as final balance paid-in-full check) by the project manager, ***. My claim of substitute materials (bait and switch) is about Cedar wood being used as opposed to Smooth Smart Board (per contract) and no communication, change order, etc. ever occurred. I even notified *** *****, via email (below), of the wrong use of material and ***** response when I questioned the wrong material being used.

     

    ***** ***** ***** *******************
    ***** *** *** **** ** ******* ** ***
    *** ************************

    Subject: Re: ******** **** **** ***** ***** **** *** *********** * *********** ****

    ** ******

     

    Just wanted to touch base to say *** and the crew were very professional. As you know, *** has to come back out to replace the glass in the two (north and south) high horizontal windows. It also appears (photo attached) that the sash will need work as well on the south window. 

     

    Just a couple of other things I wanted to mention - first, the estimate called for smooth smart board and cedar was used instead **** said the smart board was unavailable) and second, when you did the walk around for the estimate you had stated the sash joints would be vertical, not horizontal as they were originally, that way water was less likely to compromise the joint.

     

    Thanks again,

    ***** *****


    I can only apologize and have done so for the problems, inconvience and delays in getting the 2 glass panels installed. I understand that my painter was able to address the scratches to the deck railing and 1 area we missed needing a small trim board replaced. 

    The painter did take care of a small trim board replacement (again, Cedar not Smooth Smart Board), but did NOT address the scratched railing or **** spindle – see previously provided picture.

    To my knowledge, my company installed the products specified in the contract. After more than 3 months of job completion, only now has the customer asserted claims that my company did not install products specified in the contract. For now, I must refute this claim until I can inspect the work done and determine the actual materials used. To that end, I am willing to meet with the customer to review the situation. I have asked the customer to contact me to arrange an on-site meeting.

     

    Again, the contract called for 50 year warranty Smooth Smart Board trim. Cedar was used instead and was done so without my approval. I paid a lot of money for the “extensive wood rot repair” and I don’t want to incur those expenses again, however, using Cedar as opposed to the contracted Smooth Smart Board, it is likely that repairs will be need well before the 50 year warranty of the contracted product. This unauthorized switch of product has a multi-thousand dollar consequence.


    I have successfully completed a number of jobs in the same neighborhood where the customer lives. In fact, the customer contacted me based on the recommendation of one or more of the customer's neighbors. My company has the highest rating issued by the BBB, and my company has not had any complaints filed in recent memory. I pride myself on taking care of my customer's needs and always try to ensure all customers are satisfied.

     

    No one questioned his BBB rating or customer satisfaction from others within my neighborhood, in fact, if he would have used the contracted product and not damaged my property, I would have also given him a good review. I have explained to him that I understand accidents occur, but his total disrespect for the contract, ownership of damage, etc. is not a person that value’s customer’s needs and ensures satisfaction. I paid 100% in full for contracted work plus extra charges – I received work, not to contract specifications and damaged property to boot.

    Business Response

    Date: 11/14/2022

    On 9/14/2022, I was notified by the BBB of the customer's complaint. After reviewing the customer' s complaint, on 9/29/2022, I sent the BBB my email response. That same day, (9/29), I also emailed (not via text as claimed) a separate and personal response to the customer with my sincere apologies and an offer to meet with the customer on-site to review the situation and to address the complaint(s). I asked the customer to contact me to arrange an on-site meeting.

    Instead of calling me as I requested, on/about 10/31/2022, the customer submitted a follow-up response to the BBB regarding my original answer to the customer's complaint. Right out of the box, the first comments made by the customer were that ". . . it doesn't appear that *** ***** is prepared to take ownership of the issues and make things right."  Further, the customer stated "I am open to meeting to resolve my complaint(s), but again. . . I hold little hope for a resolution."

    The customer needs to contact me to set up an on-site meeting so that I know the customer really does want to meet with me. Based on his follow-up response quoted above, I am not sure if he really does want to try to resolve his complaint(s).

    I'm not going to spend any more time engaging in a war of words as to who is right and who is wrong regarding the purported issues. However, one point of clarification, the customer did, in fact, hold back $500 from the final invoice, which I said he could do in order to cover the undocumented tire damage to his car.

    So, if the customer calls me to set up an on-site meeting, I will meet with the customer. Otherwise, I have nothing further to add or say about the customer's complaint(s).

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