Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We continue to have water leaks in our addition that Hernando Aluminum installed.

  

  Business response

  01/29/2025

  This customer has been responded to for service each time he has contacted us.  The last time he contacted us for a service order was on January 7th after we were closed for the holidays and vacation from December 23, 2024, thru January 1, 2025.  We reported back to work on January 2nd. 

  Upon reporting back to work, we had limited staff available in our production department due to multiple employees being out with personal injury and sickness.  In fact, due to seasonal illness we were consistently missing at least two employees per day and up to 3-4 employees out on multiple days through January 15, 2025.    

  Unfortunately, management can't control the number of employees out for personal injury or sickness and with a staff of 12 this can put strain on the routine services that we provide as the remaining staff have to do more than one job to keep day to day operations moving, therefore limiting some routine services we provide in a timely manner. 

  Consequently, this customer contacted us on January 7th and a service order was written up in which we had it on record to go out and address his service issue.  Unfortunately, due to the number of employees being out, it went longer than normal to contact him to address his service issue.  We apologize for that, but life happens, and employees are human beings and get sick or can have personal injuries that cannot be controlled from a business perspective.  We had an unusual number of employees that this happened to at once.  When this happens, our services slow down.  It's unfortunate but it can happen. 

  Furthermore, the assumed appropriate process for a complaint would be to contact management first as a courtesy to give appropriate time for resolving the issue.  There was no contact with management!  This customer filed a complaint with the ******************** on Sunday, January 19th for which we received late Tuesday January 21st by email with no prior contact with management. This was at total of 8 business days from the date he first contacted us for his latest service issue and 2 business days from the time we had full staff back to work.  We have been in business for 45 years or longer and take pride in the services we offer.  For ******************************************************** the ******************** County area and always try to do the best we can at resolving a problem with our clients. It's unfortunate this was brought to the BBB in such a short manner. 

  As a result, from the complaint reported to the BBB the customer was contacted on January 22nd a day after the complaint was received by us from the BBB on January 21st.  A date has been set up to meet with the customer on January 29th. 

  Customer response

  01/31/2025

   
  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 for now. The company did come out on the 29th of November but could not duplicate the water leak. **** the owner personally came out to view the water test. **** called me the next morning to let me know he was still concerned about the water problem and told me to contact him about any future issues and he would come back out if he needs to. This is a complicated issue with a water leak in a designated electrical channel with no answers how or why. 
  
  Sincerely,
  
  **** *********

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