Complaints

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• Initial Complaint

  Date:03/05/2024

  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 or around February 8, 2024 we contracted with company for water mediation. Quote range given between $490 to $900. Work performed on day one to locate leak, approx one hour. Workers located leak, placed some fans and left. Leak not repaired as it was still leaking. Workers came back second day to pick up fans and remove damaged floor. This was a click/lock floor, original value $4.25/ sq foot. Workers were interested in the undamaged section (approx 300 sq ft). I did not have enough of the floor left over to replace the wet area and told them, given their interest, they could have the undamaged floor free and two cases that I had left over if they would haul it. They agreed. It took about an hour for them to salvage and haul the material from the basement. I asked the crew leader if we were still in the $500 range he replied in the affirmative. Also, the leak was never addressed, we hired another company for that.Ive since received an invoice for over $1500. *** spoken with the accounts manager, relayed the above information and was told I would be contacted. Its now March 5th, weve received no contact as promised, nor a reply to our email follow up.We are more than willing to pay for services performed within the scope of the estimate given. $1500 is certainly no where close to that estimate and is far more than would have been acceptable for the little work done.

  Business Response

  Date: 03/25/2024

  On 1/25/2024 we received a call stating that the basement was wet and help was needed identifying the leak. At this time, insurance was being contacted for damages. We placed 2 fans this day to stabilize until we heard back from the issue. We discovered the source of loss was a whole in the foundation, which insurance decided not to cover, then the homeowner asked us to remove our equipment since this was now going to be an out-of-pocket expense. At no time did we ever promise to fix the leak because we are not plumbers or foundation specialists as we made clear to the customer. We recommended a couple foundation companies we have worked with previously, but never said we would personally be fixing the leak. The homeowner asked us to remove the remainder of the flooring because it couldn't be matched and he didn't have enough extra to make the repairs. At no time was the flooring brought back to our warehouse except in trash bags to be disposed of. The original quote of $500-900 was based only on removing the flooring that was affected. When the rest of the flooring was removed this increased the price dramatically as most of the floor wasn't actually affected. We assured him that our pricing system is fair as we don't set the pricing and is determined by insurance companies nation wide. The homeowner was still unhappy and demanded we honor the original pricing. The employee that he was speaking with said she would get back to him after she gets more details and speaks with her staff. This employee was out an extended amount of time with a sickness and at no point during this time were they ever sent another invoice or hounded about paying. This was simply on pause until she got back, but in the meantime a complaint was filed without ever calling the office to figure out where we were at with this. Before we were notified that a complaint had been filed, our production manager had already reached out to the homeowner and already settled this file. The homeowner paid his bill and there is nothing left to address moving forward. 

  Customer Answer

  Date: 03/26/2024

  Complaint: 21386726
  
  I am rejecting this response because:

  Actually, had this company simply admitted their error in communicating in their response (as they did to me verbally), this matter would be dropped.  But, theyve decided to spin this tale.

  They are not important enough to me to pursue any further. I just hope the next customers have a better experience.  I have informed my insurance company of the details and suggested they think about not recommending these folks in the future.
  
  
  
  Sincerely,
  
  *************************