Complaints

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• Initial Complaint

  Date:11/09/2023

  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 contracted with Best for new siding due to a tree falling on our house. Our insurance is not paying for this, we are paying out of pocket. The sales person came to the house and **** up a contract that we trusted his expertise. The job is incomplete and they are refusing to even come to the house to inspect.

  

  Business Response

  Date: 12/07/2023

  ***** and ********************* signed a contract with Best Contracting on August 7th.  Their home had structural damage due to a tree coming down which required some framing work.  Another contractor was hired to do the framing work. As soon as we received notification that the framing was done, we scheduled the roof portion of the contract. The roof was replaced on September 8th. 

  Before we could order the materials for the siding work, we needed to know their color selections. We received confirmation of color selection on August 29th. Siding materials once ordered take a little time to come in. We do our best to set expectations with all of our customers as to when work will be getting done.  In August, our lead time for roofing was 3-5 weeks, siding 4-8 weeks, and gutters 2-4 weeks from the time all information including color selection is in our office. If for some reason we are not able to meet the promised schedule, we do our best to communicate with the homeowners on any delays and changes.  We were in communication with the Murphys during this time and gave them updates on the status of the material order.  We completed the siding work on October 18th and the gutter work on October 19th; all within the time frame as originally outlined.
  

  When our sales representative signed the original contract, the Murphys were trying to save some money and decided not to replace all of the soffit and fascia.  Our sales rep explained to them that the old soffit and fascia would not match the new work. Since money was tight, they decided to proceed anyway without replacing everything as suggested. Upon completion of the original contract, the Murphys were not happy with their decision and wanted the rest of the soffit and fascia replaced but at no additional expense,therefore they began accusing Best Contracting of not completing all the work. 
  

  On October 19 the Murphys signed another contract to replace the additional soffit and fascia.  We requested payment for the original work (contract 1) as per our original contract.  The Murphys refused to pay for the work we completed.  We let them know that we were unable to do additional work without getting paid for the work we had completed in full per our contract.  
  We did receive the payment (for contract 1) on November 22nd and we were scheduled to go out to do the additional work (contract 2) on November 27th. The homeowner requested that we reschedule this date.  We rescheduled for December 4th and again, the homeowner requested that we reschedule the work. 
  

  As of December 6th, we have not received the deposit for the additional work requested.  We do have concerns now about doing any more work on their home. ***************** has yelled and screamed at our team members and they have been very difficult to work with from day one. And this claim about not completing the work at their home is simply false.
  

  We understand the homeowner has had issues with their insurance company and we empathized with their situation.  As you can see from the attached contract, we try to be transparent and provide as much detail as possible.  We always try to go above and beyond with our customer to make their experience as easy as possible and we are sorry this has been a frustrating experience for them.
  

  Please let us know if you have any questions or need additional information from us to help resolve this situation.

  Customer Answer

  Date: 12/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20847214
  
  I am rejecting this response because: My husband and I never tried to cut corners on the siding due to cost. we paid $45,000 dollars . The salesperson that sold us the siding **** up the contract and we completely trusted his judgement. At no time did he explain that the sofit would not be replaced. We are not contractors nor did we hire another contractor to proof read the contract. The owner of the company called our house one morning at 7a.m. acting extremely hostile and would not allow my husband to talk, that is why I yelled at him. He also called to tell us he is refusing to complete the job until we withdraw the complaint with the better business bureau. He is very hostile and I feel very unsafe.
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/15/2023

  I would like to summarize the claim that we were cutting corners on our siding contract, we could have opted to repair the existing siding that was damaged which is a very small area. We didn't want to have unmatched siding so we opted to do the whole house. This cost us $45,000.00 and it still is looks mismatched.. due to unfinished soffit 

  

  Business Response

  Date: 02/15/2024

  We are sorry the Murphys are unhappy with the results of the work done at their home.  Our team did recommend that the soffit and fascia be replaced when we signed the original contract because we knew it would not look complete. Unfortunately, they did not wish to do so at that time.  We would like to be clear that we have completed all the work as per the original contract. 
  
  We tried to coordinate with the Murphys to replace the additional soffit and fascia.  We had scheduled this work multiple times but they kept canceling.  We were also not able to collect a deposit for the additional work as per our payment terms on the contract.  At this point, we have completed all the work that we have been contracted and paid to do.  We feel at this time that it might be best for them to find another company to do the additional soffit and fascia work.