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  The Big Fish Contracting Company

  3000 Industrial Blvd Bethel Park, PA 15102

  
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  The Big Fish Contracting Company

  135 3rd Ave New Eagle, PA 15067-1357

  

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:12/13/2024

  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.

  Theft by deception. Charged me for gutters for my house and l didn't need new gutters. I was told it would correct the problem and it did not work. I asked for help on water damage from their new gutters and they declined.

  Business Response

  Date: 12/23/2024

  Good afternoon!  We received your letter regarding this complain, which was mailed 12/13 today -- 12/23 which is the deadline to respond.  With holiday schedules we are going to need until at least 12/31 to respond. We want, as always, to properly service the homeowner, but it will take a little more time to investigate.  We will attempt to respond earlier than that, which is likely.  Thank you and happy holidays!

  Business Response

  Date: 12/27/2024

  Based on an examination of the timeline, I am of the opinion that the customer directed our Project Advisor ** to the gutters as the source of the problem initially, which is why ** quoted him on gutters. The interior damage was pre-existing, and not coming from any of the work we did, therefore we are not responsible for covering the interior repairs. There are pictures in company cam of the condition the chimney is in. 

  I believe the customer should pay the full balance of the contract based upo9n the fact that he wanted the gutters replaced since he said he knew the gutters were the problem. would agree to forgiving the customer the remaining balance WITH NO ADDITIONAL WORK. However the interior damages were pre-existing and not coming from any work that we did, so it's not reasonable to expect us to cover the interior damages.  Please see the timeline below from correspondence with customer and internally.

  Timeline of the events
  
  
  Lead was generated 6/28/24
  initial Appointment scheduled 7/02/24
  Turned into Prospect 7/03/24
  and Approved for work 7/22/24
  
  This was a self generated lead from ** *****
  
  The first note that we have that details the customer's issues was on 7/30/24
  
  ******* Bott  
  7/30/24 12:09 PM
  To: ******* RaybuckChad Wall** *****
  ***** called in to let us know that water is pouring over the front of the gutter.
  Downspout is clogged
  
  Rear of house on both ends
  He needs 6" gutters and someone out there to clear the downspout ASAP please. Water is pouring in the house at the great room!!
  From the note, the customer already had pre-existing interior damage.
  
  ** Quoted the customer new gutters, and ******* installed them on Aug 6th.
  
  Customer Called back on 8/20/24 to let us know he was having the same leak issue.
  
  ******* Bott  
  8/20/24 12:15 PM
  ***** called in again.
  
  ACTIVE LEAKING at the right hand side of the house at the addition.
  Terra **tta Roof was installed 12 years ago
  Cathedral ceiling is cracking and starting to peel from the water damage
  
  Water was pouring in at the window area! 3 towels soaked and cardboard to divert the water.
  
  8/20/24 12:24 PM
  To: ******* RaybuckChad Wall
  This addition is leaking at the windows facing both the front and the back of the house! Is this a roof issue and not a gutter issue??
  8/20/24
  **** Wall  
  8/20/24 2:32 PM
  To: ******* RaybuckValerie ****
  **uld be anything, **uld be a Roof issue, a Gutter issue, a siding issue, or a window issue. No way to tell until we check it out.
  ******* went out to investigate 8/22/24
  
  BR
  8/22/24
  ******* *******
  8/22/24 8:42 PM
  To: **** WallHarry KlausValerie ****
  We did a water test today for the gutters. Ran the hose for about 10 minutes and the leak isnt coming from anything with the gutters, but ***** has a roof issue. Slate roof, he said its around 15 years old, but hes got some problems. One of the pieces of slate slid right out where we though a problem might be and ****** get the wood underneath. It basically just crumbled when he gave it a slight push. Flashing around ****** chimney also looks like garbage.Talked to him about the issues and hed like a quote for us to reflash everything around the chimney. I let him know we could have someone reach out to him about it. He said he doesnt have the extra money to replace the roof,nor does he really want to with it being slate. I explained to him that hed likely have issues down the road but he said hed cross that bridge when he came to it. Took a few pics in CC.
  
  He also asked if i could remove the downspouts from his drains and just do kickouts, which i told him i could stop by early next week and do so. He wants to make sure they arent backing up and causing the problem.
  It should be noted that the customer's roof is a composite Tile. Not terra **tta or Slate. This is also the first time that the Chimney was brought to the our attention as a possible source of the leak.
  
  
  Next note is From 9/9/24
  *************************
  9/9/24 10:29 AM
  To: **** WallLauren *****
  I followed up with ***** ***** this morning. He is requesting a physical invoice be mailed to his home for the completed work.
  
  ****, he asked that you please give him a call. He said the "guys"were supposed to come back out and check something with the gutters and downspouts about some backups he's having and possibly redirecting the gutters.
  **** Wall  
  9/9/24 1:59 PM
  To: ****** VeydtMallory *****
  Called customer, I'm heading there tomorrow to look at his gutter system
  
  
  Upon my inspection on 9/10/24, I noted that the gutters were below the drip edge and needed a jumper to make sure the water would be directed into the gutter rather than behind.
  
  Service department was sent out on 9/16/24 to install the jumper/Drip **ge extension.
  
  We called the customer on 10/2/24 for payment. This is the first time the customer brought up us taking care of the interior repairs for what was later discovered through the notes and conversation with customer that the damage was pre-existing.
  
  ******* Bott  
  10/2/24 8:41 AM
  To: **** ****
  I called ***** to get a payment on the repairs. He said that he was waiting to hear from someone about the interior damage that was a result.
  
  He also mentioned other financial issues, such as his girlfriend getting in a car accident
  
  ****, were we supposed to take care of his interior repairs? Pics are uploaded to ** Cam
  On 10/10/24 Customer called in again to report the leak.
  
  ******* Bott  
  10/10/24 9:15 AM
  To: **** ****
  ***** called in to let us know that there is still a leak!!
  
  The interior guy is coming today to look at the damage, but not starting work yet until this leak is resolved.
  
  We sent ***** Sabtoka to access the damages, again, this was before it was discovered that the damage was pre-existing. We were acting in good faith at this point.
  
  ***** from service was sent to investigate. His notes are as follows
  
  ***** Bell 
  10/16/24 3:11 PM
  The leak is not the gutters the leaks coming it up higher on his roof and tracking down to his window. Water cant backtrack into a house with a 12 inch overhang.
  ****** *****
  10/17/24 10:34 AM
  To: **** ****
  so is this not our issue based on ****** notes?
  10/18/24
  **** Wall  
  10/18/24 7:49 AM
  To: ****** *****
  That would be correct. If that's the case, the interior repairs would not be on us.
  
  AB
  10/18/24
  ***** ****
  10/18/24 7:57 AM
  To: **** WallLauren *****
  The customer has someone coming to clean the downspout drains that run under ground as well but I still dont believe that our gutters are going to leak back to the window with the over hang on the house I explained that to him but he seemed like he doesnt want to believe that is what the actual issue Is
  10/22/24
  ******* Bott  
  10/22/24 3:53 PM
  To: **** WallAaron BellLauren Veydt
  ***** called in to let us know that the camera inspection of his drains was clear!
  
  next step??
  10/23/24
  **** Wall  
  10/23/24 12:31 PM
  To: ****** VeydtValerie Bott ***** ****
  Called customer and let him know that we believe the leak is coming from his chimney not his gutters. He said he can understand that and agreed that after we installed the gutter jumper, there is no path for the water to take to get inside. He said he's going to wait for the next rain to see if there is anymore water coming in and call us back to caulk the chimney for him.
  LV
  10/23/24
  ****** Veydt  
  10/23/24 12:33 PM
  To: **** WallValerie Bott ***** ****
  so he understands and is good with the interior repairs not being covered by us?
  
  10/23/24
  
  **** Wall  
  10/23/24 12:39 PM
  To: ****** VeydtAaron Bell
  He says if it leaks again he'll call us to come caulk the chimney and if that solves it then he'll understand us not covering the repair.
  AB
  10/24/24
  ***** Bell  
  10/24/24 10:11 AM
  It could be the chimney or it is the flashing were the two roofs meet one and other at its like a rubberized metal there I dont think theres any step flashing behind it
  LV
  11/18/24
  ****** Veydt  
  11/18/24 1:36 PM
  To: ***** BellChad Wall
  can we reach out to see if he had any issues now that we have had rain? Or ask him to update us by the end of the week since we are getting more rain this week
  
  11/19/24
  
  **** Wall  
  11/19/24 8:25 AM
  To: ******* Bott ****** VeydtAaron Bell
  Called and left voicemail for customer asking him to call me back
  LV
  11/26/24
  ****** Veydt  
  11/26/24 11:38 AM
  To: ***** BellLauren VeydtChad WallValerie ****
  I'm assuming he never called back
  
  11/26/24
  
  ******* Bott  
  11/26/24 1:31 PM
  To: ***** BellLauren VeydtChad Wall
  I talked to *****. So far so dry!
  LV
  11/26/24
  ****** Veydt  
  11/26/24 1:33 PM
  To: **** ****
  okay so does that mean we are responsible for the interior damage?
  
  11/27/24
  
  **** Wall  
  11/27/24 8:42 AM
  To: ******* Bott ****** VeydtAaron Bell
  I don't think we are. ***** didn't do anything to the gutter the last time he was there. He put sealant on the chimney.
  LV
  11/27/24
  ****** Veydt  
  11/27/24 8:47 AM
  To: **** ****
  can you call him and communicate this and ask about the remaining payment?
  11/27/24
  **** Wall  
  11/27/24 10:06 AM
  To: ***** BellValerie Bott ****** *****
  Called and left voicemail asking customer to call us back. Mentioned that *** spoke to him and he said he was all dry. So the sealant ***** put on the chimney must have solved the issue, in which case it was not coming from the gutters and we would like to get him closed out.
  11/27/24
  **** Wall