Complaints

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• Initial Complaint

  Date:09/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid Eagle One for installation of IT network, security cameras and alarm and audio system under a contract for services. The original bid set out total amounts for each category. We requested a revised bid that matched our budget. Eagle One promised multiple times they could perform the specified work for a maximum of $5,000. At the end of the project there were several items outstanding including completion of Audio installation, notwithstanding that after the fact it was found that existing speakers needed rewiring, however installation of audio controls was not completed, a data access port in the kitchen was installed in the wrong location and they had removed our Wifi access points from our other restaurant in error and did not reinstall them. Nevertheless we paid the contracted price of $5,000. A second invoice was sent for additional items including installation of two security cameras and provision and installation of 8 TV brackets. It was promised that this work would not exceed the price we could have paid for **** *** for the TV brackets and installation. We were also charged for a security camera recorder which we were told was provided at no cost. We disputed the quantum of the invoice **** (see attached email) requesting itemization of the invoice which was not provided despite requesting this on July 27 by email. We also verbally disputed the invoice with Eagle One and said it would be paid when resolved. We also raised the incomplete work on Invoice ****. Eagle One have locked us out of our security camera and alarm system as they set themselves up as the administrator for both without our knowledge which should never have been done as it is a breach of privacy for Eagle One to be able to access and view our camera system remotely. We have set out our desired outcomes in the attached email titled Notice of Demand.

  Customer Answer

  Date: 09/25/2024

  Eagle One contacted me the day after my complaint seeling to justify their position with no additonal information to support it nor refute my complaint. I have had no reply from BBB in the meantime, please up date me with any additonal information.

  Business Response

  Date: 10/18/2024

  This guy…wow. We had an original agreed upon amount, but as
  the project went on, he kept making changes, and was told that we were quickly
  reaching his budget limit, and that what he wanted was going to take more time.
  We gave him a range for the additional work, which he verbally agreed to (there
  were two of us sitting in the room when he and ***** had that conversation). The
  invoice we sent was within that range, but his first response was that he was
  shocked at the price. We went out to his location to meet with him and explain
  the bill, and he said he understood and would pay it (which included LABOR). Furthermore,
  I asked ***** to explain to him that I cannot send an itemized statement
  because the state of Missouri requires you to be a retailer to do that, and in
  turn have to charge sales tax. We are registered as a “service”, which requires
  us to charge a lump sum for our service – parts and labor. At that point , we knew
  that there was some fine tuning left for us to do. We sent a tech out to do
  some of said fine tuning, and at that point, ****** seemed to be happy with
  everything and had no complaints.
  We waited for a payment, and when we didn’t receive one in a
  timely manner, I resent the invoice to his assistant, who reiterated the “surprise”
  at the amount, but that it was scheduled to be paid. We waited longer, and
  still no payment. ***** called and texted ******; it took him weeks to answer,
  and then still no payment, but more complaints. We promised him that we’d have him
  up and running for his grand opening (which we did), so we went
  all-hands-on-deck…we made his grand opening a priority and pulled guys off
  other jobs to make sure we got it done. We didn’t even charge him even close to
  full price, because we wanted to make sure that we didn’t exceed the agreed
  upon amount, which we didn’t. He also claimed that he “knew” prices for the
  equipment, and told us what he considered a “fair” price that he was willing to
  pay (again, AFTER agreeing to pay the amount billed). We barely broke even on
  that job, in no small part because we wanted to keep him happy and not exceed
  his budget, because our reputation is important to us…but he made it
  impossible.
  We have spoken with other contractors and workers, and they
  have all had the same experience with him. It seems that this is what he does:
  make changes, change his mind, wait to pay, then complain in multi page emails,
  and drag the process out, so by the time you get to this point, it’s so muddled
  that you just give in out of exhaustion. I honestly don’t know if he really
  doesn’t understand, or remember conversations, or if it is gaslighting.  
  We decided not to pursue the additional invoice, because it
  was worth it to us not to have to deal with him anymore. I planned on creating
  a charge off, and hope he went away. Yes, we had more fine-tuning to do, but he
  also has equipment that he has never paid for. He definitely got the better end
  of the deal that was clearly never going to end well. So, he could have just
  moved on to another provider and left it alone. His recollection of
  conversations and events are extremely skewed. We have witnesses - employees,
  as well as other trades. He also never sent us a signed bid, so we literally have
  NO CONTRACTUAL OBLIGATIONS. He has no legal leg to stand on. I have no
  intention of giving him his money back. I will charge off the last invoice, but
  that’s it.