Complaints

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• Initial Complaint

  Date:04/21/2023

  Type:Billing 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.

  Pride Custom Construction was contacted by my Grandparents to assess and repair a gas line at their home. Upon coming out to their residence, a quote of $2200-2600 was given to them. The actual price depended on whether a repair or replacement was needed. I contacted Mr. ****** on March 15th to notify him that I would be paying the remaining balance after my grandmother paid the $2,000. He stated that he would complete the work and then contact me to remit the remaining balance. It wasn’t until 3+ weeks later that I was contacted by Mr. ******. At this time, he advised me that the remaining balance jumped from $200-600 to $1125! I was told by Mr. ****** that he had also replaced the sump pump. He informed me that he would send me a receipt for my $1125 payment. I assumed that my Grandparents were aware of the additional charges resulting in a higher balance and paid the balance of the job. After speaking with my Grandparents on April 6th, they indeed were NOT aware of the additional $525-925 in charges (from the estimated amount). A handwritten receipt had been dropped off at their house, by Mr. ******’s school-aged son, which was very brief stating the job as a “Gas Line Replacement” with a “flat rate fee” of $3,125. The description of the work stated, “replaced main gas line from meter to house (approx. 130’), excavated 16’-18’ deep, installed 2 new risers and union, disconnects on each side. Tested ok and pass.” Much to my surprise, and my grandmother’s, there is no mention of a sump pump or replacement of it on the invoice. I texted Mr. ****** on April 7, 2023, requesting an itemized invoice for the job. He responded that I would have it later that day. On April 14, 2023, I texted him to remind him of the itemized receipt and was again told I’d get it that evening. As of today, April 18, 2023, I have yet to receive an itemized receipt. Unfortunately, I reside out of the state and must rely on phone calls or text messaging to address this problem. To me, this seems he is stalling, maybe even hiding information, and is reluctant to send me the requested information. If the sump pump was indeed replaced, the information paperwork nor the serial number information was ever given to my Grandparents. According to them, the pump was replaced around a year ago and was still working correctly. I don’t believe this replacement, if it was done, was approved by them. Unfortunately, this isn’t where the disappointment in his company stopped. Upon bringing his equipment to dig the trench, he had to cut several, rather large, branches for the equipment to get where it was needed. Normally, this wouldn’t have been a problem. However, when the trench was backfilled, those large branches were thrown in the trench as well and are now sticking high up out of their yard. Granted, the dirt will eventually settle and even out, but my grandfather is wheelchair bound and these large branches present themselves as a trip hazard to anyone in the yard.

  Business Response

  Date: 04/22/2023

  Attached is the itemized description / pricing for this job. Price increase was due to the pump being seized and inoperable (approved by the homeowner to replace) as well as the extra labor and equipment effort it took to dig through the amount of tree roots that would have been seen until digging. No branches were cut from the tree above ground as stated in the complaint. They were tree roots from underground, and while the trench was filled back in after gas line replacement, Mr. ****** was informed by the homeowner to not worry about any landscape replacement from the job.