Complaints

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• Initial Complaint

  Date:06/05/2025

  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.

  In November, I hired Kegs Mobile Media Blasting to sandblast an 85-year-old custom wood door that I hoped to restore. The company picked up the door from my home while I was not present. At no point did I sign any agreementeither electronically or in personauthorizing the work or acknowledging any terms and conditions. I have proof I was not home at the time of pickup and documentation showing that no e-signature was ever submitted.When I returned to the project in the spring, I discovered that the sandblasting had severely damaged the door. The wood is deeply gouged and structurally compromised, including destroyed molding and surface erosion so significant that even extensive wood filler and paint cannot adequately repair it. The door is now unsalvageable. As it was a custom-sized, 85-year-old piece, the cost to replace it is approximately $1,500.I approached the company directly, hoping for a fair resolution. They offered to return my $100 payment and add $200 in compensationfor a total of $300. While I appreciate the gesture, this does not reflect the extent of the damage or the actual cost I now face. Additionally, after initially stating they would review the situation, the company failed to follow up for over two weeks, with no communication unless prompted by me.

  

  Business Response

  Date: 06/09/2025

  We spoke to the ********* about the door prior to pick up in November 2024. We offer pick up and delivery to our clients as a convenience. Many times we arrive at clients homes while no one is there, with their permisison to pick up an drop off, and never once have we ever had to have anyone sign anything?  Our terms and conditions are on the invoices whether they are via quick books or a paper copy.  We also have them stated at the bottom of every page of our website. 

  It wasn't until we picked up the door, when we notice the Lead paint and the many many layers on the door. his was not disclosed to us.  We reached out and explained the challenges and also stated we could not remove all the paint as it could cause issues.  It was shared, "please try to get as much of the paint off".    When blasting lead we have to use a more corse material to mediate the lead. It's not as delicate but, it's the only type of material to use on lead. 

  We called the ******** upon completion and discussed the state of the door, then dropped it off in November.  There was no discussion of not being happy with the outcome.  No payment withheld so we assumed everything was fine.   

  And to our surprise it wasn't until May 6.5 months later, Mrs ******* reached out to us (you have the email she atteched).  I was somewhat shocked as we hadn't heard from her, but I responsded immediatetly,  and offered the cost of the blast with an additional ****** which was declined.  She's asking for ******* which is the cost of a brand new door.  This is not acceptable as it's not fair comparision.  I did however research her "type" of door and found a general cost of ****** and would be happy to pay 1/2, so ****** but not *******. Thats not realistic.  It's confusing to us why she waited so long (6.5 months), well after the blast & the communication... 

  We don't want anyone to be unhappy. We work so hard to satisfy everyone, I'm just not sure why 6.5 months later we are revisiting this again?  

  any advise you can provide would be great and this saddens me so much.  Sincerely, Stephanie 

  Customer Answer

  Date: 06/09/2025

   I am rejecting this response because:
  Thank you for the opportunity to respond to the companys statement. While I appreciate that this situation is disappointing for them, I want to respond clearly to several inaccuracies and mischaracterizations in their response.
  It is true that I reached out in early Mayroughly six months after the blasting occurred. The delay was due to seasonal weather conditions; it was too cold to chemically strip the remainder of the paint until spring. After finally completing the stripping process, I was able to fully assess the condition of the doorand discovered the extent of the gouging, damage to the molding, and compromised structural integrity. Upon reaching out to the company, they initially responded quickly and indicated they would review the situation. However, after that, they went silent for over two weeks until I followed up again. The delay in my communication was based on weather and project timelinenot negligence. The delay in theirs appeared to reflect an unwillingness to engage with the damage they caused.
  At no point prior to or during pickup was I presented with any contract, terms, or conditionsdigitally or in person. I was not home when the door was picked up, and there is no signed agreement on file. While the company claims their terms are posted on their website and on invoices, none of that was disclosed to me until after the work was completed. Under North Carolina law, general website disclosures do not substitute for a signed agreement. However, even setting legalities aside, it is unreasonable to suggest that a client has agreed to liability limitations or service risks without being provided clear, proactive communication. Furthermore, while I did indicate over the phone that the paint may be lead-basedbased on the age of the homeI was never told that this would require the use of an aggressive blasting method, nor was I advised that doing so could severely damage the wood.
  The company notes that they spoke to us when dropping off the door and that there was no discussion of not being happy with the outcome. Thats inaccurate. I was present for the drop-off and distinctly remember ***** saying they had to stop because it was starting to affect the wood. That was the only mention of any damage. No concern or acknowledgment of severity was raised. The door was returned as though the job was completed successfully, and we had no idea how serious the issue was until we could finish stripping and evaluate it in full.
  In the companys response, they state that the $1,500 replacement cost I referenced is not realistic. To clarify: I have obtained multiple quotes from reputable local vendors, all of which fall in the $1,500$1,700 range. Attached is a current quote, dated today, for a comparable solid wood custom door with a glass insert. This quote is not only realisticits consistent with the actual market cost of replacing an 85-year-old, custom-sized door. Furthermore, there is no way the company could have accurately researched [my] type of door without knowing its dimensions (82 ?" x 35 ?") or construction. This is not a standard size, and stock doors simply do not fit this opening. If a $900 solid wood door with a glass insert, in those exact dimensions, truly existsby all means, show me where to find it. Id happily go buy it today. But it doesnt, because thats not the reality of the market. Minimizing the cost I now face as unrealistic is not only inaccurateits dismissive of the actual damage and expense their service caused.
  hardware that will inevitably be required for a non-standard size doorlikely an additional $300$500 expense. I am solely seeking reimbursement for the cost of the replacement itself, which I feel is more than fair considering the extent of the damage and complete loss of the original piece. 
  Its also worth noting that I am not asking for the cost of installation, custom adjustment, or new hardware that will inevitably be required for a non-standard size doorlikely an additional $300$500 expense. I am solely seeking reimbursement for the cost of the replacement itself, which I feel is more than fair considering the extent of the damage and complete loss of the original piece.
  I had hoped to resolve this issue privately and respectfully. Unfortunately, the company has responded with denial, minimization, and offers of partial reimbursement that do not come close to covering the actual costs they created. While I appreciate their acknowledgment that Im within my rights to post reviews or file this complaint, I also want to be clear: I am pursuing this only because I was left with no viable alternative, and I will not be pushed aside.
  I look forward to the BBBs continued review.