Complaint Category: None of the Above - Customer Service Complaint Issue
Complaint: On the morning of 1/2/2014, an employee of City Wide backed into my garage door resulting in damage.The business owner is not responding to my emails.
I employed City Wide Painting & Decorating to remove wallpaper and paint in my home. On the morning of 1/2/2014, an employee of City Wide Painting and Decorating Company backed into my garage door resulting in damage to the door. I spoke with the employee right away who said he was looking to the side rather than behind him while backing up. Said employee fully admitted the damage was his fault. City Wide owner called later that evening and offered a $100 to $150 discount. I asked him if he knew how expensive it was to replace a garage door panel as I had spoken to the garage door company that had installed the door. He said he did. I then stated he would need to discount a whole lot more than $100 as the company stated it would be much more than that. It was agreed we would talk about it the next morning. That morning I sent photos and door information to the garage door company, and they sent a quote right away. They noticed the middle panel was damaged as well right by the damaged bottom panel that they included in their quote. Right after receiving their quote, I sent all the information, along with the email correspondence I had with the garage door company, to the City Wide owner. When I forwarded the quote and correspondence from the garage door company to him, he then wanted to deduct a percentage based on the age of the garage door and the size of the two dents he and his employee claimed were on the other side of the panel. The garage door company is charging me for the replacement of the panel regardless of the age of the garage door and size of any divet. The following actions from the owner were the most unprofessional and misdirected frustration and anger I have ever experienced. It truly was unbelievable. To resolve the one versus two garage door panel repair, he had his employee back his truck up to the door. I agreed the trailer hitch hit the bottom panel and by the way he had the truck backed up, wouldn't have hit the middle panel. After I told him I didn't like the way he was yelling and/or speaking to me, and the unprofessional way he was dealing with this, he agreed to pay for the bottom panel and I was to talk with the garage door company and decide if I would accept his offer to pay for replacement and repair costs for only the lower panel. I emailed the owner of City Wide on 1/4/2014 with a revised quote from the garage door company for repair/replacement in the amount of $452.61 for the bottom panel only. I stated in my email, if he had any further questions about the quote, he should contact the company directly, otherwise, to please respond to my email that he approved and I would deduct the amount of $452.61 from the painting bill (he verbally agreed to take the extra $150 charge for sheetrock "mud" off the bill because he used very little in repairing the damage to my walls from removing the wallpaper) and pay the original estimate and send him a check. I heard nothing from him the whole week and forwarded the same email on 1/12/14. The new panel will not exactly match the current garage door and the owner of City Wide Painting & Decorating did offer to come back and paint the entire garage door. However, due to the unprofessional, bullying manner in which he treated me and handled this whole situation, I prefer to never have him on my property again.
Initial Business Response
After my employee hit her garage door thew both looked at it and agreed the truck did infact dent the door. When I got on the job ********** was obviously mad about a clear accident that had happened. Then she got an estimate from the garage door company and tried to charge us for replacing 2 garage panels, the bottom one and second panel above. We both explained to her that a hitch cannot dent the door in 2 spots, one low and one high. This whole conversation she apparently thought I was yelling at her which I wasn't. Even my employee said I wasn't and he has been with me for 18 years so he knows when I'm yelling. Then when I gave her the final bill willing to deduct the garage cost for replacement
she didn't want to pay our additional cost we incurred on the project for wall repair, base board removal and re-installation, sanding and repair priming. We left the job not paid and I told her to decide and contact me. She did with
2 e-mails and I finally mailed her back on 1-23-14. The reason for the delay was because I research other garage door companies cost for panel and my options for filing court proceedings
if she decides not to pay. In my final bill I did cut the extra repair work from $ 150.00 to $ 75.00. And the main reason was I was undecided on what my course of action would be because of her attitude toward me and my employee. Thank You **** at City Wide Painting. Obviously my history with the BBB speaks for itself. This is one complaint in how many years I've been a member.
The final payment I asked for was The job total of $ 1350.00 - $ 452.61 for garage door and + $ 75.00 for additional work not in original proposal. This comes to $ 972.30. Thank You **** at City Wide Painting.
Final Consumer Response
1/23/ City Wide owner replied. My response to the owner of City Wide's expectation that now I pay half of the $150 mud bill even though that issue had already been decided on that Friday and was not the current issue at hand: First, be professional and honor what you agreed to. When we were outside looking at the damage to the garage door, and you presented me with the invoice, I questioned the extra $150 mud fee when you, your employee and I all agreed there was nothing out of the ordinary removing this wallpaper other than it was a lot easier process and very little damage to the sheetrock. You said to me, "Fine, forget the $150 mud fee and just pay what you feel is fair." The $100 charge for mud work you added on to the kitchen and bathroom bill, I did pay with no questions because that was before I saw all of the errors in the bathroom. You did return to fix some of the glaring mistakes and agreed it was a horrible job. However, the terrible mud job that you claim is the "glare from the sink" is still visible. Also, the one wall in the upstairs bathroom where some mud work and sanding was needed was poorly done, if at all. It looks as if the area needing work was simply painted over with no mud or sand work done. Moreover, why would one bathroom's mud work on one area of the wall cost more than all of the mud work in a kitchen and downstairs bathroom? Considering issues in the upstairs bathroom - another poor job of mud work and sanding on the one wall by the toilet (if done at all); white and uneven lines showing from poor taping job in various areas; base boards not flush with the walls; two gaping holes in the wall where the mirror was removed (not filled in as you said they would be); tank on the toilet was not taken off to fully remove wallpaper and then painted, as it was in the downstairs bathroom; clogged bathtub drain with wallpaper scraps because it was not closed while working over the tub, and paint spots on the bedroom carpet. With all of these issues, I feel paying the $1350 original amount minus the $452.61 for a total of $897.39 garage damage is more than fair. In fact, with all of these problems, the owner should offer to discount the price. Again, I am the customer that has been and continues to be inconvenienced.
Complaint Resolution: BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.