Abry Brothers fails to honor their warranty. Looks like not returning calls and the excuse of personnel change has become a pattern with them.
Dec 1, 2014 - Two men came from Abry Brothers in reply to our phone call that the foundation ,which was under warranty, needed repair. They took pictures and notes and said the office would call to set an appointment to fix it.
Jan 16, 2015 - No one ever called. I called and left a message with the person who answered the phone. She told me she would have the owner call as soon as he came back in. No one called back.
Jan 21, 2015 - I called again. Talked to ******, she said all the lines were busy to production. She said she would have someone call as soon as they were off of the phone. No one called back.
Jan 23, 2015 - Called and talked to ****** She said she would find out what is going on and call me back today or Monday for sure. No one called back.
Jan 29, 2015 - I filled out the "warranty request" form on their website. It allows you to complete the fields but does not submit. I also completed a form for questions, no one ever responded.
Feb 5, 2015 - I called and spoke to ****** She put me on hold, then came back and said they would schedule the repair for Feb 19 and she would talk to the production manager and call me back with a time by the end of the day.
Feb 13, 2015 - got a voice mail from *****. I called back and she said they would be here on Feb 19 at 1:00 to look at the foundation. She said they needed to look at it again, to estimate the time it would take to fix it. I told her about no one calling back and she said to call her directly as this is her area.
Feb 16, 2015 - we received a voice mail asking if they could come today instead of the 19th. I called back and said that would be fine. The same technician that originally looked at the damage came later today. He talked with us in detail about what needed to be done. He said he would try to get the work scheduled for this week and that we would hear from the office.
March 17, 2015 - I haven't heard anything from Abry Brothers. I called and asked for ***** and was told she wasn't in today. I talked to *****. ***** told me **** is no longer with the company and they would have to start from scratch. I said he had taken notes and pictures and what happened to them and she said that they just had to start over because he was no longer there. I told her I had called several times over 3 ½ months and they seem to have a problem with returning calls. She said she was sorry and she was new and wasn't working there then. She said **** would come on March 24. He will look it over and call the office, while he is here, to get the work approved. I told her that if it wasn't repaired within 2 weeks, I would complain to the BBB, the FTC and take any other steps I felt were necessary.
March 24, 2015 - **** from Abry Brothers came. He took some measurements and looked at the damage and told me that, in order for the foundation to be repaired correctly, I would need to have more pilings put in. That would cost an additional $3,400. If not, then it would keep settling and I would need to have the foundation repaired every 2 to 3 years. **** asked that if we talk to the office, we also call him so he knows what's going on. I called again, ***** wasn't available, so I left a message that we only wanted covered work done. I called **** and let him know I had done this. **** called back and said that he also tried to call ***** and she wasn't available. He said that he sent the paperwork right to her and she should get it and call me back today.
March 26, 2015 - I called **** and told him that ***** never called me. He said he would get ahold of her and call me back when he knows something.
April 14, 2015 - I am now filing a complaint with the BBB as I have heard no more from Abry Brothers.
I want my warranty honored as it should have been 4 months ago when this problem began. If that is not possible I want them to pay another company to complete their warranty work and fix my home as I trusted them to do when I first did business with them.
Contact Name and Title: ******** ***** - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ******@abrybros.com
Thank you for taking the time to communicate to us why our foundation repair work did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
We would like to schedule a meeting between you and our senior operations manager, ********* and his working Supervisor ****** ******** to repair the work necessary to meet your expectations.
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, Abry Brother's highly appreciates your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It's Abry Brother's goal to retain you as a satisfied customer and hope to serve you again in the future.
Should you need to reach anyone at our office please contact ******** ***** who handles production scheduling and knows about your file. You can reach her from 7am-6pm Monday-Friday at XXX-XXX-XXXX.
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all let me say that your reply is an insult to my intelligence and to the intelligence of anyone reading this review. I would have to be a fool to think that doing the same thing that I have done over and over and over, and it didn't work, would now work because a company that has been lying to me for 5 months says that now it will work.
I have called you so many times that the BBB comments section wasn't big enough to let me list them all. I've called at least 6 times and was told someone would call me back and they didn't and now your solution is for me to call you? Why, because that has worked so well for me before?
You even have a reputation in town for not calling back. I went to a home show and spoke to someone from another foundation company. When I told them I had problems with your work and was having trouble getting it repaired, the guy said "let me guess, they won't call you back?"
You had no complaints on the BBB site when I had the work done in 2012 but, obviously your company is going downhill as you do have complaints now, and they are the same complaints I have with you.
The last time I was told someone would call me was March 26, over a month ago. I haven't even received a call since I filed this complaint. Is that how you show that you want to correct your lack of communication, by still not calling? If you were really sorry, someone would have called me as soon as you had knowledge of this complaint. I don't accept your apology as 6 times isn't an error, it is intentionally not calling back.
You say you want to complete the work to my satisfaction, yet you have had over 5 months to do that. How long did you want exactly? Two of your employees have been here, for a total of 3 times, taking pictures making notes and talking to me about what needed to be done. Now you say I need to talk to the Operations Manager? If I needed to talk to him to get this done, why didn't someone mention that 5 months ago?
You say you want a meeting? What for? You have pictures and notes on exactly what I need to have done to repair this. You have had 5 months to do it. My calls have been largely ignored. You have a major problem with communication, obviously, but that is just a symptom. The real problem is that you are willfully refusing to abide by your warranty and I will not accept that.
My opinion is that you are just trying to buy more time until I just give up and pay for someone else to fix it. That isn't going to happen. I think that because your poor customer service , no return phone calls, excuses that employees have left the company, has become a noticeable pattern.
The only acceptable way to conclude this now (and just barely) is to get a work crew over here to fix my foundation, either your crew, or you can pay for another company ,of my choosing, to do it.
Anything less will cause me to take more drastic steps and I will not wait another 5 months to do it. In fact, I expect this to be taken care of within a month (by June 6) or I will move on to the next step of legal recourse.