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:06/18/2024

  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.

  I am writing to formally complain about the extremely unsatisfactory services provided T&G Enterprise LLC company in the recent siding installation project at my residence, located in *******, **. The quality of work, lack of professionalism, and disregard for agreed terms have been profoundly disappointing.On April 15, 2024, your team commenced the siding installation project. Unfortunately, the project has been fraught with numerous issues, including but not limited to:Poor Quality of Work: Shortly after the installation, I noticed that the siding was not properly affixed to the house. siding has already fallen off, posing safety hazards and requiring immediate attention. Damaged Property: During the installation process, your workers caused damage to our property, including (damaged cable box, loose electrical box, exposed electrical, numerous nails that we are still finding where their dumpster was parked. These damages were not present prior to your teams work and have resulted in additional unexpected repair costs. Failure to Honor Discounted Terms: We had agreed upon a veteran discount for the project, Despite this, the final invoice did not reflect the agreed discount. We were only given a $100 gift card.Lack of Communication: Throughout the project, communication from your team has been severely lacking. Given the above concerns, I request the following actions to be taken immediately:Inspection and Repair: An urgent inspection of the improperly installed siding and the immediate repair of all faulty work without additional charges.Compensation for Damages: Reimbursement for the property damages incurred during the installation process.Correction of Invoice: Adjustment of the final invoice to reflect the previously agreed-upon discounted rate along with a refund in that amount that should've been taken off of the invoice for he veterans discount

  Customer Answer

  Date: 06/18/2024

  Please See the invoice attached. 

  

  Business Response

  Date: 06/20/2024

  We are sorry you feel this way, as we believe we have responded to all concerns in a timely manner. You sent the pictures attached over the weekend and the repair was addressed by Tuesday. Also, to help compensate for any issues, we gave multiple discounts (and sent a gift card after the fact as an apology). To emphasize, any and all damages caused by T&G were reimbursed by T&G, with additional compensation for inconvenience. Also, as a half Veteran owned company, we offered to rectify the Veteran's discount issue when initially brought up since it was due to an oversight. It would be quite out of character for us to do those things if we did not care about customer service. 
  

  Our team always does a magnet sweep after the work has been completed, and then the representative comes out to do another. It is unfortunately possible that a nail or two can be missed especially where the team was disposing of the previous material. Our representatives always relay this information to our clients, but your feedback has encouraged us to include this information/warning in our contracts as well.
  
  While we do pride ourselves on our communication and customer service, we will admit we do make mistakes. Our intention is always to serve our clients effectively and efficiently, and that *** have gotten the best of us when working with you both. So we do apologize for any inconveniences/miscommunications.
  
  As for compensating for the Veteran's discount, we would be more than happy to! I believe due to the (understandable) frustration, you both wanted to settle the remainder that was due and part ways, but if going back and rectifying that discount will help ease your frustration, we will. It shows on the contract that our representative made a note to include a Veteran's discount but did not specify the amount. We are looking through all of our records currently, but so far have not seen an exact dollar figure. Please let me know if this is incorrect. Otherwise, all discounts we offer are at our discretion and we can let you know what we can offer privately or through BBB.
  
  While we did rectify and compensate you for the two issues, we agree they should not have happened in the first place. We will continue to learn from any mistakes to better serve our community in the future.

  Customer Answer

  Date: 06/21/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  While we appreciate T&G's response, we are not satisfied with their solution for the following reasons:
  

  The repair was completed AFTER we had to post reviews to ****** and contact the Better Business Bureau. Prior to that we contacted you all twice and were just met with "I'll call my installer ASAP". We still have uncertainty that more siding may fall off later on within the lifetime of our home and how this company will address the situation. Communication has continued to be lacking even in this situation, we were told they would be here between 4:30-5 without even confirming someone was home and then their worker showed up at 410,  when I proceeded to tell him to wait until my husband got home, he took it upon himself to walk around my entire home to see if could get in to fix it. Then when he couldn't get in, came back to my door extremely frustrated and started making phone calls. 
  

  This company keeps referring to the "discount" as "compensation" which legally is incorrect. Said "discounts" in the amount of $250.00 for "damages"(Damages Cable Box, Damaged Lights, Exposed ****************** ******* using the bathroom (clean up) etc.) and $150.00 for "service failure" is far from a "discount" or "compensation" for those issues.  
  

  As far as the nails/trash are concerned, we have cameras and both of us were here during that week. The "magnet sweep" was only done during the middle of the project. We have found 30+ nails and still counting, one as recent as yesterday to which one of our family members, 3 year old, almost stepped on, on our back deck. The dumpster they ordered remained here for a few days after the job was completed and once removed there was a copious amount of nails and trash we needed to clean up to ensure no one in our neighborhood gets a nail in their tire. We had to spend roughly two hours out there cleaning the street up, due to your workers' negligence. 

  Regarding the "Veterans Discount". We wanted to "settle up", due to the fact that the job was not completed as promised, there was a list of things that were supposed to be done and were NOT addressed by your workers. Due to your workers' lack of repair/work, we are now going to have a new contractor  come in and fix the window trim and any other repairs that your team did not address, out of our pocket.

  The invoice was drawn up BEFORE the missed "Veterans Discount", there was no offer to rectify it but only "I'm sorry I missed that, we will send a "gift" in the mail". (That gift was the $100 gift card, that didn't arrive till 3 weeks later, after we had to reach out again).  Yes, we would definitely be interested in receiving and knowing what the "Veteran's Discount" is given to all your customers. The national average is 10%-15%, we would love to know if your company is on par with that. We prefer the communication regarding all of this stay within the BBB because we have had numerous communication issues.

  
  To settle this issue we are requesting
  - refunded for the missed Veterans Discount (National 10% discount - $2400 to National 15% Discount - $3600)
  - compensation for having to pay to re-trim our windows due to your company's service failure. (quotes have ranged $700-$1000)
  - compensation for spending an exuberant amount of time dealing with these continuous issues (writing reviews, contacting the BBB, copious communication issues with the company itself. ($500)

  
  We are asking for a refund in the amount of $5100 (we are asking on the higher end because we are unaware of what other underlying issues we may into due to the service failure, lack of communication and previous/current amount of issues we are dealing with.)
  

  While we thought this company was an amazing company from the beginning it seems the work done doesn't match what the company promises. There's no way siding should be falling off of a home not even 2 full months after it being installed. That is unacceptable. 
  
  Regards,
  
  Logahn ********
  
  
  
  

  
  

  

  Business Response

  Date: 06/24/2024

  Good afternoon,
  The BBB has instructed us to focus on the Veterans Discount portion of your complaint. As I mentioned previously, all discounts T&G gives are at our discretion and can vary on a multitude of factors. As a small business, we do not have the same "cushion" to provide a set percentage rate discount, but we still do what we can to give back to those who have served our country. We can provide a $250 gift card for the previously overlooked Veterans Discount. 
  At this point, we do not believe anything we do will truly rectify your dissatisfaction. Again, we apologize and hope our gestures to salvage the relationship can show we are not the company you believe us to be.

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I'm sorry but $250 for a Veterans Discount on a $24,000.00 job is insane and an insult to us as customers. The fact that the job was INCOMPLETE, and we had siding falling off not even TWO months after we JUST got siding done with you is being overlooked and slighted shows the integrity of this company. While we total understand you are a small business owner, in this situation all things need to be taken in to the decision.  We still have UNCOMPLETED work that your workers were supposed to do and didn't that WE will now have to pay out of pocket for. The window trim you all removed was hardly a year old and those windows cost us $14,000.00 now not only do we have to worry about more siding coming off we have to worry about the damage our windows have be undergoing since your company did not replace the trim properly and how much money we will have to put to fix the trim and any possible damage.

  I'm sorry but we can NOT in good faith accept a $250 gift card for what may be years of issues with a botched siding job and incomplete window trim. We are willing to come down from the $5100 but not by much (maybe to $3000). This situation within itself has waisted so much time and money and cause an extreme amount of stress. I need to you all to honestly put yourself in a young family's shoes, we have kids and a dog that play outside, the constant worry that a piece of siding may fall off an hit them or they may step on a nail on top of the fact that windows in our home are now compromised. How would you feel? What would you want the resolution to be if it as you? 
  
  Regards,
  
  Logahn ********
  
  
  
  

  
  

• Initial Complaint

  Date:09/26/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Entered into contract with home owner consultant on 8/16/2023 to rebuild my damaged deck and repair a section of my fence. The total was $17,374.36 which I paid contractor half which was $8687.13 as a deposit. No one applied for a Chesterfield County website. Now I am on the hook if I decide to sell the house per Chesterfield County. I hired my own inspector to inspect the deck and it is not up to code. Emailed the home owner consultant with a copy of the inspection and asked how he wanted to proceed, I have received no response. I have filed a complaint with the ********** of ********** and Professional Regulations. I now have a deck that needs to be torn down and rebuilt and I have no way to get my deposit back.

  

  Business Response

  Date: 09/27/2023

  I spoke to ******************* yesterday after being notified by my office manager. I listened to her concerns. We agreed to address any issues brought up with the structure of the deck. We did agree to pull a permit because we did not realize the scope of work required it until after work was mostly completed. I asked her if she would be happy once we address any concern the building inspector may list. She said she would be happy with this solution. Additionally, we would address the 3 major concerns from her inspection report that she had done. Also, I told her we would reimburse/deduct the $250 she spent on her own inspection. She was fine with that solution. 

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  

  I appreciate that the business wants to rectify the issue but the first step in resolving this issue is for the business to apply for a permit to initiate the county involvement.  I trusted this company to do what was needed initially.  I just dont want to take their word for it.
  Once the business has applied for a chesterfield county permit and a county inspector is involved will I consider the issue resolved.  As of today, no permit has been applied for per the county.  Since I am not knowledgeable of the county process or code, I need someone involved that has that knowledge and will ensure this issue is handled properly.  I would think the business would want this too.

  
  Regards,
  
  ***************************
  
  
  
  

  
  

  

  Business Response

  Date: 10/13/2023

  We are currently working with homeowner to finalize steps to address all concerns and complete project. We have a new contractor addressing all concerns once permit has been successfully received. 

  Customer Answer

  Date: 10/13/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************