Complaints

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• Initial Complaint

  Date:12/27/2024

  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.

  Here is the link To the photos Of the closet door ************ Ruined In the process Of replacing The air handler In my attic.. They broke they broke it They broke it without telling me, And tried to repair it Also without telling me. The door Is Made so that the Bolts they hammered All the way into the door Are supposed to fit In a bracket on the floor. The door Fell on me. I had a handyman come To put it back on to the track And he showed me how This is impossible Considering how they splintered the door frame... I sent this company photos Before 30 days were up. They are claiming The electrical inspector they sent out did it And it is not their responsibility. I have texts, Emails and camera footage To show that I reported this to them Before the electrical contractor came out. This door cannot be repaired and has to be replaced Approximate cost $500 **********************************************************************************

  

  Business Response

  Date: 12/27/2024

  Hello - I'd like to start off by saying that we are a small, locally-owned, and family-owned business. We pride ourselves on doing the right thing and being honest with our customers, and we apologize for any confusion or misunderstanding in our communication. Like any company, we do make mistakes, but our employees are not penalized for making them. We account for this as part of doing business and have spent thousands of dollars this year fixing our mistakes. That being said, we take a firm stance when we feel someone is trying to take advantage of us or is misinformed.
  
  Below, I have outlined a few points for everyone's awareness.
  
  - We completed your installation on November 5th
  
  - We got the invoice from the electrical company on November 27th stating the electrical inspection was completed. (we are not sure what day it was actually completed as they coordinated directly with you)
  
  - We got an email from you on December 9th with pictures of the closet door
  
  - We did not blame it on the electrical company. We asked if maybe you got confused and it happened after they completed their work and we did not hear about this from you for over a month until they had completed their work
  
  - We checked with our employees and asked them about this situation, with one of them being a family member with no incentive to lie, and they confirmed there were no issues with the door when they left, and they did not try to fix any problem with the door since there was not one
  
  - We sincerely believe you are confused about when this happened and who was there when this happened
  
  - You are also disputing $2,870 dollars when you stated in your email that the cost would $437 to repair
  
  As an act of good faith, we are willing to have one of our employees install the new door for you if you purchase one so you save the cost of installation. Other than that, we do stand by our decisions and the facts as we know them.