Complaints

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted on 4/6/2023 for *********************** of That Guy Installation to provide a patio enclosure (roof already installed) and to replace gutters. At the time of signing the contract, **************** stated that he had a new gutter machine and could install gutters in a weeks' time. I called repeatedly for 6 months, and the gutters and screened patio were installed on ***** October 2023. A rain occurred a day after gutters were installed and they leaked. I continued to contact **************** was told either that they were on their way, would get to me later in week, truck was broken down, he did not have any workers, or I was ghosted. All I want is my gutters repaired.

  Business response

  03/25/2024

  3-25-2024 Business owner, *************************** said he has refunded consumer's money. Please let BBB know if you have been taken care of.

  Customer response

  04/01/2024

  No funds have been refunded to me.  I fear that the Contractor has me mistaken with another customer.  I just want them to repair the leaking gutters.  I spoke with *********************** on 3/4 and was told that their truck was in the shop and they would return to my home that week.  They were a no-show and no-call.  My husband called on 3/12/24 and was unable to make contact. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid in full for a screened in porch on June 18th of 2023. I was told it would be about 2 weeks for install to start and that it would take about 1 day for the install once started. After a month goes by I reach out and am told they were in a car crash so thats why they hadnt started , I reach back out again a week later and was told they were out of town but Im next in line and that they would be in my area on Saturday , they finally show up to start install July 24th after 3 days of telling me they would be there that day and then wouldnt show up. Finally once work began they would show up and work for 2 hours and then leave for the rest of the day for a week . The next week the job was half way done and I waited to reach out for that week. At this point we are at august 7th and I reach out to see if they were planning to come finish it and I was told they thought it was finished, I get mad and am told its my fault for not telling them that the work wasnt completed. Finally after 3 more weeks we come to August 22nd and they finally show up and get the project almost finished but are missing trim pieces from cutting out the pillars and they have not calked the gaps or repainted the pillars. They tell me they will come get that finished and I wait a month with no updates . Then on September 18th I reach out with no response and then again I reach out on the 20th and get a response of we will be in the area on Saturday , no surprise but no one showed up, then on the 25th I reach out and am told they are sick and will be out when they are better . October 4th I reach out and Im told they are dedicating each evening for service and repair work next week and will be out then. Thats where I stand today , this company 100% needs to lose the BBB accreditation to prevent others from dealing with shady work with excuses that never end. We just want our project finished that we paid $3250 for almost 4 months ago

  Business response

  10/14/2023

  As I have stated to *********** we have been extremely short handed and we had scheduled to come out this past week and fix the piece of trim and caulk and paint the trim what the original installer had messed up.  He told me we was not allowed out there to address the problem. The screen room is built and finished. We do not ever ask for full payment upfront as the agreement was for a deposit and then final upon completion just for this very reason we would of been aware of what had happened sooner and would have addressed the problem.

  thank you, 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The product is decent for the price point. However, there is a cost to the lower price point and that is an installation project took months longer than it should have and we constantly had to call or text to see if any work was going to be done. In multiple instances no one would show up for an entire week even though they promised to be on-site to work. At one point towards the end of the project, ***********************, the owner, asked for a partial payment ahead of the agreed upon schedule to cover his payroll. We agreed and paid the partial payment hoping that this would expedite the completion of the project. When the project was wrapping up, ***** asked for the remaining payment and promised to come back the following week and finish cleaning up, removing trash and some finishing touches. We agreed and paid him. He didnt show the following week. We contacted him and he promised to be on site the following week. He never showed up. This continued for several weeks without him completing the tasks he promised. It has been over two months and we still have a pile of trash in our backyard. Subsequent phone calls to him have gone to voicemail and he has made no effort to contact us.

  Business response

  11/01/2023

  11-1-2023 ********************************* called BBB, he said this job has been taken care of. Please advise BBB if you are satisfied or if you have a rebuttal comment.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with That Guy in Feb 2023 Eze Breeze window system for $6400. He finished the installation on April 23. Windows were damaged so he was to file warranty for replacement the following week. As of today he will not respong to the numerous texts or phone calls. He never gave factory contact information to warranty the product or whom to call for issues. It has now been 17 weeks and I cannot get him to respond.He still needs to finish the job with caulking, installing screws to kick plate, etc And would like contact information for correct factory.

  Business response

  09/18/2023

  I have talked to **************** as recently as September 14th.  There is no damage to the windows.  I told her about a cleaner she needs to get to clean the windows. Also a s**** in the threshold would probably warp the doorway. We thought she did not want to take the risk.

  Customer response

  09/25/2023

   
  Complaint: 20491389
  
  I am rejecting this response because:  I was advised on friday Sept 22 they would come on saturday to finish.  I asked that he text or call if not coming.  No Communication back.  As far as s**** in door plate first I heard of warping.  The cleaner that the factory is suppose to be sending is since August 21st.   I have asked numerous times for web site address and phone number so I can register product which I have yet to receive.  

  
  
  Sincerely,
  
  ***********************

  Customer response

  11/03/2023

  A 2 yr old could do a better job of applying silicone.  Used white and black and left gaps and silicone all over the bricks as pictures show.    That Guy advised they would fix this and finish the rest of what needs to be done, that was Sept 27.  Still cannot get a date that they will be back to fix.   I would not recommend this company for any work.  

  Business response

  11/03/2023

  11-3-2023 Pcole/BBB rep called and spoke with *****. He said he in not sure when he can get back to Ms. ******* home. He said she doesn't have any leaks, she mainly has cosmetic work to be done. He will try to work her in as soon as possible. 

  Customer response

  11/03/2023

   
  Complaint: 20491389
  
  I am rejecting this response because:I have heard this same response from ***** over n over again.  He needs to take the 2 or 3 hours needed n complete what he didnt do in the beginning.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  That Guy Installations failed to complete all work as agreed upon. I paid the total amount ($5000) as he neared final completion. He stated he would come back out to finish the remaining work. I had several days/times they stated they would come out but never showed. They will no longer answer my phone calls or return my messages. Still need to close the gaps between the screen frame, rain gutters/soffit and brick; install the metal under the soffit.

  Customer response

  08/31/2023

  I have NOT heard from That Guy Installations. I am having a wedding in my back yard on 10/6 and disappointed this is not resolved yet.

  Business response

  09/18/2023

  I have been working with ************** and should have the top piece put in next week.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The contractor did a really good job installing a screened-in porch on our covered back patio. I paid *********************** $5,320 on 30 Jan 23 after he completed the installation. However, about two weeks ago I noticed one of the screen doors was very hard to open and looked like it was racked.I have called *****'s work number at least 10 times and all I get is his answering machine. I've left many requests for him to call me so he can repair the problem. To date I've head nothing from him.

  Business response

  08/08/2023

  BBB representative called Mr. ************************ he was not aware of the screen door problem. He will give ******************** a call.

  Customer response

  08/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer response

  08/10/2023

  My phone number is ************** and I am a Mr; not a Ms.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I met a representative from That Guy Installation at the Spring ************* Show at the ************************* in March 2023. I gave them my contact info and told them what project I needed to have completed (roof extension/screened in porch.) They reached out to me within a week to set up a visit/assessment. On 12 April we agreed on a price, project, and schedule and I provided them with a $3,600 check deposit. They agreed to start the project on 8 May and they cashed the $3,600 check on 14 April. On the agreed upon date (8 May) they did not show, text, or call me to inform me that they were not going to be able to start the project. Once I reached out to them, they apologized and agreed to start the project on 29 May. Once again they did not show, call or text to start the project. I called them on 30 May, they apologized again and stated that they didn't realize that they had scheduled my project to start on a holiday. At that point, I informed them that I would officially request a refund in writing. I sent them an e-mail with a refund request attached on 31 May. The owner responded the same day and stated that it would take them 15 days to refund my deposit and she offered to have a discussion (telephonic or e-mail.) I called the following day and spoke with a representative who explained some of the scheduling challenges that they've been experiencing. I told him that I understood, but the least I expected was some communication. In the end we agreed that he would start the project on 7 June. Once again, they did not show, call or text. I e-mailed, called and texted them in search for an answer, but they did not answer my calls nor did they respond to my texts or e-mails. I've been very patient in working with this company, which cashed my check well over two months ago. I only asked for the work to be done (which is what I'd prefer) or for my deposit to be refunded.

*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. ↩