Complaints

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This experience started off great where they were very responsive and were able to come out quickly to assess the damage. I was also using insurance for this small project. The project changed when the HOA stated that we could not do part of the project which beyond my control. We were originally quoted a specific price of $1500 and paid a deposit of $500. Once the project changed I asked for costs of the remaining project to include parts and labor to understand what the new price would be being as though the project had changed and was much less work. I asked at least 10 times for a list of materials and labor for the remaining project and they only sent the price of the items they returned. They refused to provide a complete list of this information and still expected the same amount due at the beginning of the project. The cost of the items they returned made me raise an eyebrow because they costs were so low so that's why i wanted to see the cost of the remaining materials and labor because I know they wouldn't have equaled the remaining balance. They could not justify the remaining costs. I was not unwilling to pay if it made sense, but it seemed as though the entire project was overpriced and they didn't want to be transparent in letting me know the costs because the cost wouldn't add up to what they were still trying to charge me. Needless to say I will never use or recommend this company. If you use them be sure to get a price list of materials and labor to make sure they are not over charging you. They really were charging me $1250 to replace to pieces of wood and to paint them. They threaten to sue me and put a lien on my house if I didn't pay, so I did pay it, but I feel that I deserve a refund being that they did not provide me with the materials and labor costs of the remaining project.

  Business response

  09/08/2022

  Thank you for the feedback on your experience. I am glad to hear that the work performed was great and it sounds like you just have an invoicing question. We entered into an agreement with you for the replacement of exposed wood rafters, painting of the rafters and then installation of a fiberglass roof panel over the rafters. The Contract was for $1,515.00. We started your project and we purchased all material for it to include the corrugated fiberglass panels. A carpenter working for Mars removed the old wood rafters and cut new ones and installed them on your home. This work was performed 1 story in the air as these are roofing rafters. It is my understanding that you informed us that your HOA was no longer allowing you to install the fiberglass panels. We then had to return the material we had purchased. Mars gave you a credit of $260.00. This credit was based on the material cost for what was returned, which was $138.68. Mars also credited your account $120 for the installation of these panels, it would have taken the installer about an hour and a half to install. Adding Material and Labor gives you the $260.00 credit. We did not charge you a restocking fee and any other fee. This is what the value of not doing the roof panels is worth. I hope this clarifies why and how your credit was issues, and clarifies any misunderstanding as it pertains to your final invoice. Thank you again for your feedback. 

*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. ↩