Business ProfileforSutton's

Horrible company. The person I had to deal with, I'll call him C, is unprofessional, greedy, and inconsiderate. C went out of his way to get my business. At first, he responded promptly to questions and came to my house quickly when needed. I had never filed an insurance claim before, so I had no idea what to expect. He told me things that weren't true, so that I would sign with his company. As soon as the contract was signed and he collected the money, it became impossible to get ahold of him. I began only contacting him through text messages, so that I had documentation that he was not responding to me. For almost a year, he completely brushed me aside. I repeatedly asked him for updates on a time table; to which he never gave me. The following, which I have proof of, is the long list of excuses he gave me when I would ask for updates: I'm busy. I'll get back to you. I'm driving. I'll contact you when I get to the office. I'm sick. I'm on vacation. I don't have my notes. For months I put up with this. All I wanted was for someone to tell me when my project would begin. I finally called the office. I could only speak to the receptionist. She assured me that a supervisor would contact me. That never happened. Weeks later, I called again. This time a supervisor did call me back. I explained the problem. I asked for my contract to be given to someone else. Apparently that wasn't an option. Finally, a year later, the repairs to my house began. I contacted C with some questions. He told me everything needed to go to the project manager. So, that's who I dealt with. When the job was done, I noticed one part wasn't completed. The PM came out and assured me that it would be completed. It never was. The PM never contacted me again and ignored texts. I texted C and he asked why I never told him. I didn't tell him because he told me all contact was to go through the PM. The job was never completed in its entirety. Once this company gets your money, you no longer matter.

Erin, we are really sorry that there was a communication breakdown. We're here for you. If you'd like to speak with one of the owners about your experience, please call our office. We'll work towards your satisfaction.

To Whom it May Concern: We are disappointed that Ms. C***** filed a complaint against our company for work performed on her house. We do appreciate the opportunity to tell our side of the story, as we own up to our behavior, and we sincerely apologize to Ms. C***** for the time it took to complete her project, as well as any miscommunications we may have fostered. Ms. C*****’s house was damaged by a series of severe storms that occurred in our community late May of 2023. Our employee, Mr. Chris S*********, met with her in May to evaluate the damage to her property, and prepare an estimate to present to her insurance company. Unfortunately, the process to get the estimate approved from the insurance company was time consuming and we reached final agreement with the insurance company in late December of 2023 in regards to the extent of the repairs, as well as the price for the project. However, due to the winter weather conditions in December, the start of the project was delayed until the weather improved. In April of 2024, Ms. C***** texted Mr. S********* requesting a schedule date for her project. The text was forwarded to our scheduling department, and we did not respond promptly to her request. We regret the time it took to respond, however, ultimately, the project was started the 2nd week of May. The job was completed the last week of May with the exception of one small item that Ms. C***** was credited $90.00 for the applicable item. We apologize for the inconvenience and frustration Ms. C***** experienced. We will use the feedback Ms. C***** provided to improve our communication and customer service. Respectfully Submitted, Ashley J******