Complaint: Standard builders "contractures" were to put windows in home, and convert door in master bedroom to window. In March My husband and I decided to go with standard builders to put new windows in our home. At this time we also selected to make the door in our master bedroom a window. The windows came in quickly. When the contractures came to put in our windows the men were very rude and smoked a cigarette approximately every 30 minutes leaving cigarette butts all over my yard. The window in the master bedroom was not completed correctly. The job is still not finished. When speaking to **** he acted clueless!
Business' Initial Response After the windows were finished Mr. ***** came into our office to pay his bill, which he did, and in the course of our conversation he mentioned that he did not think the window we installed in place of a door had been positioned correctly according to what I had told him we would do. So I immediately went over to his house to address the issue, he and I had a misunderstanding about the job. I had told him the new window should be at the same height as the old window so that it would look to be the same as the rest of his windows. He thought that I was talking about the window sill being the same as the others. After I explained this to him I asked him what he wanted us to do? He stated that he wanted it fixed so that his wife would like it. I told him that we would fix it free of charge so long as we could do it over a period of time that is convenient for us to do the work, meaning when we have time left in the day after completing other jobs . and keeping in mind the drywall repair is a three visit process, which he said yes he knew it would take time because he had just gone through this process. At this time he was pleased with us and our company, he said that his father in law was present when the guys were doing the work and he was very impressed with their skills, he told me and the owner this twice.
During this entire process I had never spoke to Mrs. ***** or even met her, until she called our office on the 24th. She stated that she wanted some money back because we have taken too long to get the work done and had to cancel that morning, I told her that we would not give a refund and reminded her that they had cancelled on us twice, she was obviously upset and hung up.
Things to know...
By the time this complaint was registered and got to my desk the work had already been completed.
At the time the job was completed we called and left messages for Mr. ***** for three weeks before he came in to pay us ( I wasn't upset about it, I knew he had a tough work schedule. But it ties in to the how long this has taken to complete.
At the conclusion of the conversation between Mr. *****, myself, and the owner of the company; on the day that he paid, Mr. ***** understood that it would take a while to get it fixed and said that was fine as long as we could get it fixed the way he understood it was to be in the first place.
On that same occasion is when he stated that he was really happy with the installers, and also told us that his father in law was impressed with them. Nothing was mentioned about our guys being rude or leaving behind cigarette butts ( a problem we would have promptly, and gladly addressed.)
In conclusion Standard Builders has done everything we were contracted to do, in addition we have fixed Mr. ****** concerns at our own expense which is the right thing to do and I have no objections to correcting our mistakes.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Complaint: Our roof is leaking in our kitchen and still not repaired. We recieved our new roof in 11/11. When the first rain came in, I noticed a leak in our kitchen. I have called several times and they have sent out someone to check the roof two times, but it is still unrepaired. Where the leak is, it is running down the side of our microwave which is mounted above our stove. This is a hazard since our microwave acts up every time it gets wet.
Business' Initial Response We installed the ******'s roof on 12/1/11 expecting full payment upon completion of the work. The contract price signed was $5,084.71. At that time they paid us $2,183.84 and told us they did not have the rest of the money and would not have it until they filed their taxes. We tried to get them zero interest financing to cover the balance; however, they were turned down. We finally received the balance on Feb. 14th. Through all of that communication and when final payment was remitted, there was no mention of a leak in the roof. ****** ****** called on 4/29 and left a voicemail regarding her leaking roof. We promplty returned her call. She explained that the leak had been going on a long time and kept forgetting to call. We asked her if she had unplugged the microwave and she said yes. We had a repair person out to her house in approx. 2 weeks? possibly sooner. They diagnosed the problem and made repairs to remedy the problem. ****** called again on 5/29 and said the roof was still leaking. We again sent someone out right away to assess the problem. We were just at her home on 6/11 with no prompting from ****** to take additional measures to stop any leaks. We could not get ahold of ****** and still need to water test the repair. We feel that we have responded to ******'s requests in a prompt manner, we have been diligent in trying to remedy the issue, and we are intent on fixing the leak. This is the first we have heard about the microwave acting up and her wanting a new one because we thought it was not in use and she never alerted us to this until now. We have also never had a single conversation with her about repairing her kitchen and again, this is the first we have heard of it. We will continue to work on repairing the leak but we will need the ******'s cooperation in water testing the leak in their presence and having access to their home to determine what is going on. More direct communication with our office would help resolve any issues Mrs. ****** has with her roof. Thank you.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Central Oklahoma. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Standard Builders of Enid, Inc. is in this range.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
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Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
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BBB did not receive a response from business
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BBB cannot process complaint
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