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Complaint Details
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Initial Complaint
02/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Jan 31st - job number ********** The company came out and gave us a quote. We had accepted the quote and proceeded to have the work done. When we received the bill, it was $300 more than the quote. We called and asked why and they said they charged us more because the materials went up in price. There was no communication from them on this and ******* (who we talked too) pretty much said its the price of doing business. This is really shady for anyone to do. I have no complaints of the service provided and the installers were very professional. This is not how a business should be ran and makes me wonder how many more they have done this too.
Business response
02/23/2023
When presenting the "estimate" to the customer, it was communicated in writing on the estimate that prices are subject to change and the final invoice will be calculated based on Time and Material actually used to complete the job. Per our language in our estimate documentation, by accepting the estimate, the customer was agreeing to pay the final invoice. The labor rate of the job did not change from the estimated amount, however, the cost of the materials required to complete the job increased from the time the estimate was provided to when the material was purchased before the job was completed. When speaking to the customer over the phone, this material rate increase was explained. We acknowledge that we could have verbally reiterated the terms of the estimate to avoid confusion and dissatisfaction in the customer's experience. We will take this feedback as an opportunity to improve our communication and transparency as we move forward with other customers. As you will see from our overwhelmingly positive reviews from customers, we prioritize honesty and quality service and will continue to improve upon our practices so that we live up to those values in every service we provide.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.