Complaints

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beging may 20th I called to hired their services to do a complete reseal to an rv, after multiple no shows, they had done a partial seal,then hadn't shown back up for weeks, they sent an invoice for a finished Job multiple time higher than what was quoted, they left trash everywhere, threatened my 9 month pregnant wife and used intimidation to the point my landlord got involved every claim is documented with pics or text, now they're threatening still days later and even claimed they sustained medical debts due to falling off the roof when their invoice price was questioned, no such event happened as we have cameras covering the property

  Business response

  07/18/2024

   

  I'd like to start by saying that Top Notch Mobile RV service is near and dear to my heart as I have created this company from scratch and built it from the ground up. My integrity and values have been debased in this situation and it is unfortunate that it has come to this. We were, however, concerned something like this may happen from the start.
  
  The complainants wife contacted us on May 20th 2024 at 2:14 p.m. regarding a reseal on her RV roof and resealing the roof of her RV slides. She was mainly interested in finding out the pricing to get those two items completed. As notated and recorded in the call we explained the pricing can be anywhere between one thousand four hundred and $4,000 depending on damage to the roof and what all needs to be just repaired or completely replaced. We also explained that we would not be able to give a solid estimate over the phone because it would be impossible to determine what would be needed for time and supplies to complete the job without having our technician owner operator ****** statement set eyes on the project himself. At that point she seemed undecided and asked me to allow her to speak with someone else regarding our discussion and to please send her our next three available appointments so she could choose a best time and date for us to go out and assess and establish the estimate. Pricing for the estimate and what happens to the estimate fee if they decide to hire  us for project was also discussed at that time.
  
  After reaching back out to them several times to try to establish a date to do the estimate eventually we did receive a text message from the complainants wife stating that she wanted to verify that we would be able to seal the entire outside of the unit which was not was discussed in the initial phone call. We responded letting her know that yes that was another service that we would be able to do. 
  
  Skip ahead to the estimate, owner operator C.B., arrived on site and began the thorough inspection of the unit to determine what would need to be a completed. It was then verbally discussed that sealing the entire outside of the unit, roof, and slide outs would be costly due to the fact the unit was much larger than originally portrayed and contains six slide outs that would need to be fully resealed. Extensive roof damage in some areas was also found at this time requiring needed repairs in order to reseal the roof properly. All these things were discussed with the complainants wife before our technician left the site that day. Her response to that it would be on the more expensive side was, "it's fine we just need to get it done. "let's just get it done." 
  
  This is where our concern began as she did not seem to have any care for the amount it would cost to complete the job. 
  
  Due to the nature of this specific repair which would be partial roof replacement, full roof sealing, full unit and slide outs exterior sealing, it routinely takes several working business days to complete a project of this size. A couple days into the project it was clear the complainant's wife was getting worried about how long the project was taking. The owner took that opportunity to explain to the complainant's wife that we would not be charging hourly but a solid flat amount for the whole job so she would not have to worry about how long it would take to complete.
  
  This did not seem to dissuade her worry for the amount of time it was taking to complete the project. She was obviously becoming agitated more every day the job had not been completed. 
  
  Unfortunately, many factors did in fact slow this project down. These include weather related delays such as rain and excessive heat. We were also only able to work at certain hours of the day or night, during the peak heat hours or well after dark, due to the complainants work schedule and sleeping schedule. I also took a fall from thier roof when attempting to work in the dark, damaging my shoulder and putting me out of commission for a few days. (They claim this would have been captured on thier cameras and we have sincerely requested that footage, but they will not provide it.) Meeting these demands from the complainants did in fact slow down the progress of the entire project as a whole.
  
  At the point we were being accused of lack of communication it was one day where we did not respond until later in the evening because we were stuck in a job out in the ************* where there was no phone service and it was an emergency job that needed to be completed before our technician legally was able to leave the site. Again this was explained to the complainants wife thoroughly.
  
  To compensate for the clients dissatisfaction with the repair time frame owner operator *************************** applied several thousands of dollars worth of discounts to their bill and offered to remove and replace a section of roof at no extra cost to the client. 
  
  In order to attempt to hurry the project along we hired a 1099 employee whom they immediately complained about as well. We then terminated that employee and did not allow him to return back to the site again.
  
  Upon our next available day to come out and complete the final steps of this project we were told by the client that our services were no longer necessary. That they did not want us to come complete the job. That they did not want to accept any of the discounts or the free repairs that were offered to them and immediately let us know that they would not pay anything more than $400 for $4000 worth of work that had already been completed by our company. 
  
  As we were on the final steps of this project which is a secondary roof inspection to ensure that all of the coating had been applied evenly and do touch up as needed and double check all of the sealant had been cured properly. All but very minuscule bits of this project had already been completed, the labor hours had been put in, and the money fronted by our company for all of the supplies involved.
  
  We felt we very much had gone above and beyond to try to appease their requests and demands and keep the project moving forward as smoothly as possible. They just seemed completely determined to not be satisfied by anything that our company was going to be able to do for them, offer them, or help them with in order to have this complaint ready and available so they would not have to pay for thousands of dollars of work.
  
  When we explain to them that we could not possibly afford to do all of that work and pay for all of those supplies out of our own pocket the situation escalated out of control to the point where they are trying to have our company taken down. 
  
  Fortunately we have all the documentation that we need for a valid court case and are currently speaking with an attorney to bring this matter in front of an arbitrator. 
  
  Quite honestly with the way these clients had everything in line prior to yanking the rug out from underneath our project, it definitely feels as though we were set up, and that they had never had any intention of paying for any of this work, and that this is not the first company that they have done this to.
  
  We were even told by the complainant that if we could prove that we had quoted them more than $400 for this $4000 job then they would happily pay us the amount on the invoice which at this point had been lowered down to a measly $2700 out of $4000 basically our company just trying to get back the money that we had put in and break even. We then provided them the transcript of the initial phone call explaining the pricing and that it nowhere near said $400 for the entire job to get done. We encourage them to get quotes from other nearby companies for all the work that we had completed so they could see how big the discounts really were. They refused.
  
  We do agree that some of our responses that had been sent to these clients were heated, however, we are very small company. There are just two of us that run this entire business and when we put thousands of dollars into a project with zero return, it quite literally takes the food off of our children's plates.
  
  We will not be providing the supporting documentation at this time as our attorney has advised us to keep that under wraps for use in court. 
  
  Even after the escalation owner operator *************************** reached out several times to the complainant in an attempt to come to some reasonable solution and agreement monetarily-wise regarding this project to date the complainant has refused to budge in any way and has absolutely refuse to pay us what is owed on this project.
  
  I'd like to wrap this response up with stating that in the over ***************************************************************************************************************** the work that I have completed for them at this level. The better Business bureau themselves just recently reached out to me and asked me to become a member because of the outstanding work that I have done in my community. I also have several clients and valued customers that can attest to my hard work ethic and diligence to complete the job correctly and make sure my clients are happy and satisfied with the work. 
  
  It is our wish that the complainant can see how much effort I put into attempting to satisfy they're grievances and hopefully will make things right by paying us what is owed. Thank you for the opportunity to respond to this complaint.
  

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