Complaints

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted the company around June 15th to give me an estimate on replacing a main panel on a rental property. He came out and sent me two proposals (1. That would upgrade the panel, 2. Just replacing the panel). I decided to go with replacing the panel. I asked how soon he could get started on the work. I was told he could not get me on the schedule until he received half of the payment up front. It's a small business so I went ahead and made arrangements to pay half up front and the other half when the work was complete. I made the payment, and the work was supposed to take place June 22 between 8-9am. I received a message stating he has to postpone the work because he had to take his wife to the emergency room. I had to inform my tenant that he would not be coming to do the work. Today, he wanted to reschedule for next Tuesday. I explained to him that I cannot keep asking my tenant to take off from work and I need a Saturday appointment since he cancelled our original appointment. He then stated he cannot do that type of work on a Saturday. With that said, I asked him for a refund since no work has been started. He refuses to refund my money or try to accommodate my schedule. As I stated, the appointment was cancelled by him and not me.

  

  Business response

  06/27/2022

  I attempted to resolve this complaint several times with the customer with no success. The original email I sent her attempting to refund her partial deposit on the amount we agreed upon was not to her liking due to the conditions I set. Therefore, I sent another email removing those conditions, still attempting to issue the partial refund that we agreed to. I have shown that I am trying to accommodate the customer. However, the customer has been the total opposite. How this complaint came about is I was unable to to the project on the original scheduled date and that date was not a stipulation or condition of the signed proposal. The reason I was able to do the work on that date was because I had to take my wife to the emergency room, which she was later admitted to the hospital. I contacted the customer to let her know why I could not make it and then I attempted to schedule the work for the following morning. This was not pleasing to the customer. Looking back on this situation, my wife almost died. I was under severe stress going back and forth to the hospital several times. Even with that, I strove to be a professional and still complete the work for the customer. Completing the work the following morning was not pleasing to the customer because it was not convenient for her personal interests. She requested for a Saturday appointment, which in and of itself is fine. I have worked several weekends before. However, I explained to her doing her particular project on a Saturday was not feasible due to the nature of the project. This was in concern for the tenants' comfort. The reason she wanted a Saturday appointment is because she said she did not want to want her tenants to take off from work again to be available at the property, which is understandable. The question is: Why didn't the customer, who is the property owner, make herself available the next morning? Then on top of that, she said someone needed to be present at the property because she didn't want to be liable for any accusations from the tenant of some of the tenants' proposal property coming up missing. I could have taken that personal, but I didn't. The reason the customer didn't want to make herself available, if it was so important that someone be present at the property while I was working, is because the customer is only concerned with her own personal interests, not her tenants, nor mine. I have shown concern for our signed proposal, the customer's tenants' comfort, and the customer's investment. The customer has shown a total lack of rational understanding and empathy for her tenants and me.

  Customer response

  06/30/2022

  I have reviewed the response offer 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. Good afternoon,I will be addressing each point that Mr. ***** made1. Mr. ***** cancelled the appointment because he had to take his wife to the hospital and I was more than understanding (which can be seen in the text message that I sent).2. Mr. ***** sent a text message at 8pm stating he may be able to come the next morning to complete the work. (A business cannot text a customer late at night and just expect them to be available. I work just like he does. A business should attempt to reschedule at date/time that works for both parties. 3. I told Mr. ***** that the tenant needs to be available because they have a dog, a pit bull to be exact and I will not be held liable if something happens. (This is also stated in the text message which I included in the initial complaint.4. I asked Mr. ***** if we could possibly schedule for a Saturday so the tenants could be there and they would not have to take off from work. He claims this type of work cannot be performed on the weekend. However, I have another company coming out on a Saturday to complete the work.5. I asked him to refund my deposit since we could not come to agreement regarding a new/date and time. He first tried to say the deposit was nonrefundable. Nowhere in the proposal does it state this. Then we agreed to deduct his time/materials. We decided on $150. No later that 5 minutes later he texted me and stated he will only give me half of my deposit. So, I placed a stop payment on the check.6. Only after I filed the complaint with you all did he attempt to stick with the original agreement of deducting $150, but  I would have to remove the negative reviews. I declined. Then he tried to remove the condition after I declined.7. I have text messages to prove everything that I have said. I was trying to be accommodating because I know emergencies happen. However, I question Mr. Hodges integrity and business practices. Even if we did agree he stated he claim the amount as he sees fit. See the attachment.   Regards, ********* ******

*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. ↩