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:02/27/2024

  Type:Billing 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.

  ******** a CSW employee came to my house in October 2023 to measure my kitchen counter tops and provided a pre-template quote on 10/23 for $5,604. A required a 50% deposit ($2,778) was made 1/9/24 to perform a template. CSW provided a summarized quote but no itemized costs, i.e., cost PSF for counter top, cost PSF for removal of existing counter tops, PSF for disposal of existing counter tops, sink, etc., Deposit was made and after template, the charge was significantly higher and they informed me my sink had to be removed at time of template which was never mentioned previously which meant I would be without the use of my kitchen for over a week. I never signed an acceptance document prior to or after installation. However I did request itemization of costs prior to installation. In fact itemization has been request 6 or more times but CSW refused, only providing a "total" cost. Attorneys always state to get itemized costs for projects so you know how much the contractor is charging for each item.
  CSW didn't provide/complete some of the tasks/services listed in their quote. I estimated the charge for tasks not performed and submitted payment accordingly stating when itemized costs were provided we would revisit the remaining invoice. Still CSW refuses to provide any breakout of costs so this issue can be resolved.
  (Invoice 18654)

  

  Business Response

  Date: 03/11/2024

  Good Afternoon,

  We strive to insure every customer is happy, as you can see with our reviews.  It is not standard policy for CSW to send itemized quotes for every job.  With that being said, *** ***** sent us a deposit check for $2778.00 without having an itemized quote.  However, since the date of this complaint, we have sent *** ***** an itemized breakdown of the invoice.  Along with that, we have asked *** ***** to tell us what items we did not complete without any response from the customer.  However, *** ***** is still holding $412.70 of the payment without explanation as to why she is holding this money.  We have sent multiple emails to *** ***** asking for explanation as to what items we didn't complete that were on the invoice, but to date, have not received a response.   So, as of today 3/11/24, we still haven't heard back from *** ***** so we can resolve the items she saying we didn't complete and get the balance of her invoice paid.  We are happy to work with the customer and I am here if she would like to call and speak to me.  

   

  Thank you!!

  ***** ***

  Customer Answer

  Date: 03/14/2024

   
  
  Complaint: ********
   
  
  I am rejecting this response because:

  CSW has never provided an itemized invoice (copies of their invoice were attached to
  original complaint).   While awaiting the itemized invoice, which was
  initially requested prior to the installation, in good faith I submitted a
  payment of approximately 90% of the invoice. 
  I am not asking CSW to create something that any legitimate business
  would not have readily available.  An
  invoice should not be a number pulled from the sky; it should be based upon
  charges for individual services and supplies. 
  I don’t understand CSW’s resistance to supplying the requested
  documentation.  As to emails, CSW has
  only sent demand emails and threatening emails. 
  They have not shown any good faith in this entire process.  As to the initial down payment, I was told
  the exact cost couldn’t be determined until they did the template.  There were a number of changes between the initial measurements and
  the template and installation and the cost increased substantially.  As I
  stated from the onset, I am willing to revisit the outstanding balance once I
  receive itemized costs.  CSW could have
  sent the itemized costs in a matter of minutes and this issue could have be resolved.
  
  
  
  Sincerely,
  
  
  ******* *****