Complaints

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• Initial Complaint

  Date:02/13/2024

  Type:Order 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.

  Salesperson gave me a quote for $2385 for downspout drain line replacement. I was explicit that ALL drain lines need replaced from all four corners of the house all the way to the storm drain/culvert. He measured accordingly and the verbiage of the quote reflects that accurately. It says, “Exterior downspout drain lines left & right sides, front to rear.” Never any mention of just doing one side.

  When I contacted the sales rep to accept the quote, he said the quote was only “per side” and made it seem like it was my misunderstanding. He also said he wrote “per side” but it didn’t transfer on carbon copy. However, EVERYTHING that was printed by hand transferred through very clearly and legibly. When I contacted the salesperson, during the call he said, “well I guess I’m just ****ing up all around.” He tried to say the price for the scope of work he quoted would be $4200 after a $500 “military discount.”

  At that price, that is the highest quote I’ve received out of three established, reputable companies and the other companies are quoting me using higher quality materials on the job. I believe this is an example of bait and switch and this company (and/or its representatives) is dishonest in this case and has exhibited a gross violation of consumer trust and is portraying bad business practices.

  Business Response

  Date: 09/20/2024

  Thanks for bringing this to my attention. As we tried to explain to him, the quote for our a full drainage replacement is at least $3,500-$5,000 depending on the lineal ft. We apologize about how the original quote was written. We're sorry we can't lose money on a job, and we hope he understands that. If he would like us to give him a new quote, we would be happy to do so. Otherwise, we hope he finds a contractor that better suits his needs. Thank you. 

  Customer Answer

  Date: 09/20/2024

  
  
  
  
  I am rejecting this response because: It is very odd how you waited seven months to respond. Please refer to your proposal that I attached. It says, "left and right, front to back." The dollar amount says, "$2385.00." Do you typically describe the whole scope of work (all downspout drains) in that kind of detail but only quote half the job (cost) on written proposals? That is what you are claiming. If so, I believe that would be the definition of bait and switch. I did not misinterpret your quote. There is nothing in question about what is written on that paper, nor is there any question about what was requested and discussed with the sales rep. The scope of work we discussed is clearly and explicitly detailed on the proposal and I can clearly see the dollar amount ($2385.00) assigned to that very proposal as well.
  
  
  

  Business Response

  Date: 11/01/2024

  We have apologized twice for the way the quote was written. We made a mistake. We have given him an updated estimate. Our a full drainage replacement is at least $3,500-$5,000 depending on the lineal ft. Again, we hope he finds a contractor that better suits his needs. Thank you.