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:06/26/2023

  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.

  We hired PCW Professionals to replace our rotting front porch in August of 2022. We received an invoice, agreed upon the cost and put 50% down. Project cost was $16,250. This included a new front door with a cost of $750. We changed our plans and decided to have an upper balcony instead of a roof to the porch. We were told there was no change in cost to do so. In doing so, we purchased a sliding glass door and a new front door ourselves. So the $750 should not be included. The work done was fabulous. The crew was very tidy and cleaned up after themselves every day. Code Enforcement showed up and put a stop working order in place since A) no permit was obtained (which we ended up paying for $165) and they used the wrong size posts. So this posts had to be ripped out and replaced. We had to pay to have them come back and wrap the new posts at an additional cost to us. They asked us for another $1000 at the end of the process after they had been paid in full for some “finishing work” that needed to be done. This was never done. Allegedly custom shingles were ordered to fill in where demo removed some. My front door won’t stay closed unless the deadbolt is activated. Several attempts have been made to get this finished. After saying a date and time he’s going to show up, he never shows, never calls. Nothing. I want my custom shingles and I want my door fixed or I want my $1000 back.

  Business Response

  Date: 07/11/2023

  Great working experience at this home! Very patient and understanding homeowners. The post needed replacing because the local codes department required a larger post yet the state code doesn’t. Common oversight to happen in smaller municipalities. The overall scope of this project would have put this customer far above their budget. On a project that would have cost $25,000 we remained in good faith far below that overall number. (To do so the company lost a significant amount of money and ended up funding a large portion of the remaining project in terms of labor and extra materials. Because we were trying to save any customer relationship we could; we did this within their budget)  We demoed the structure and a choice was made to add a second level where the roof was. Not a problem at all as we love to do custom projects like this. When doing that we risked our license as we didn’t have engineering involved to provide prints. (As we know Another very costly process.)   We always do what we can to provide the best for our customers and not only did this home get a great quality of craftsmanship and cleanliness throughout the process, we would absolutely love to work for this homeowner again in the future. The discrepancies with the door… I’m unsure as to the exact reason behind that. The siding that was ordered was in fact the wrong siding at the fault of the company and has not been a priority as of this moment as the cost incurred was far greater than recoverable. At this point in time if a remedy of the door needs to be addressed we will absolutely address it. The siding will remain an anomaly until it is purchased by the homeowner and installed for free by PCW Professionals if that is what they wish to do.  ultimatly: You do something great for a person or homeowner and they may tell a few friends; you do something they don’t agree with or your process is different from what they think it should be.. they tell all their friends. Word of mouth is our bread and butter. It puts food on our tables and provides us with long term employment. By making complaints about the company or disregarding communications it only hurts our families we are trying to feed by putting a bad reputation on a good company that takes pride in what we accomplish and relationships we forge. I sincerely hope we can come to a resolution of this matter where it’s no longer a stressed on the homeowner or a hanging issue on the reputation of PCW Professionals where we need to continue to make a living.  Best regards, PCW