Complaints

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• Initial Complaint

  Date:03/06/2025

  Type:Product 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 hired 3 Guys and Some Screen in December of 2024 to put polycarbonate panels on for a porch roof. We previously ordered the parts for the roof through another company. The total for those parts and shipping was $4893.79. 3 Guys and some Screen gave the original estimate of installation as $2500.00. Initially we paid $1250.00 and was told we would pay $1250.00 on completion. While doing the install they realized that the parts were not put on correctly and holes were put in the panels. They asked for more money to get more parts and to pay their employees for extra time. I gave them another check for $2850.00. Their total was $4100.00. They did fill most of the holes with silacone but it has not stopped it from leaking. They redid the roof a few times and it was still not correct. I spoke to one of the owners of the business on telephone about it. He said they could come and try to fix it again. I told him no thank you as they have already tried to fix it a few times and have not been successful. I also told him we would do it ourselves or hire another company. I did ask him for a refund. He said he would discuss with his business partner and get back with me. He has not gotten back with me. Between all the parts and the labor the total cost was $8993.79. We would like a refund of the total amount.

  

  Business Response

  Date: 03/06/2025

  This customer insured us that we had all of the parts for the job when we started. They did not have a blueprint on hand and we did inform them we had never done a job like this before so we can't warranty the job. They agreed and when we got the blueprint we built the entire roof as it said on the blueprint. The blueprint did not account for the track adding 1/8th gap on each side of the panel so we had to discuss with the engineer about how they wanted us to go about fixing it and everyone refused to contact us again. We attempted to contact the customer multiple times because there was no way we could offer a full refund and they refused contact.

  

  Business Response

  Date: 03/06/2025

  This customer insured us that we had all of the parts for the job when we started. They did not have a blueprint on hand and we did inform them we had never done a job like this before so we can't warranty the job. They agreed and when we got the blueprint we built the entire roof as it said on the blueprint. The blueprint did not account for the track adding 1/8th gap on each side of the panel so we had to discuss with the engineer about how they wanted us to go about fixing it and everyone refused to contact us again. We attempted to contact the customer multiple times because there was no way we could offer a full refund and they refused contact.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23028403
  
  I am rejecting this response because:

  We did have all the parts.  They had to get more parts due to defect in work.  We were aware they had not done this type of project before but they were confident it could be accomplished.  We also had the blueprint from the engineer.  It was taped on the porch where it could be seen.  The engineer did speak with them in person.   I did speak to one of the business owners on February 4th on the phone.  When I spoke with him on the phone, that is when I told him we would do it ourselves or hire another company. I later sent a text saying that I have not heard back from them.  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/06/2025

  There was no warranty and the structure was built exactly as it was stated on the blueprints. Any issues that arrose need to be adressed with the engineer who designed the job and got the permitting. His failure to scope out the job correctly does not warrent a refund on our side. We put everything exactly where the blueprints were said to put as we were asked several times. The extra material cost was because we were lied to and told we had all of the material to do the job there and we did not. The blueprint came to us after we had already attempted to fix what we saw where mistakes in the design and that is what caused the holes. We completed the job as stated on the blueprint. We told the customer we would fix anything that needed to be fixed after we talked to the engineer and the engineer never responded. We are sorry for the poor experience but as we stated as we first met, this is not a job we have done before so we were figuring it out as we went along and we would not warranty the job and the homeowners agreed.

  Customer Answer

  Date: 03/14/2025

   
  *omplaint: 23028403
  
  I am rejecting this response because:

  It was not built per blueprint.  The engineer's blueprint was correctly designed as it was accepted by the city.  You said, "We put everything exactly where the blueprints were said to put as we were asked several times".  You also said you would fix anything that needed to be fixed after you talked to the engineer but that he never responded.  How can you be asked several times and say he never responded?  He did come and speak to you in person.  We were there when he spoke to you.  The holes that were put in the panels, and in the aluminum were defective.  The * channel strips that were put in were misaligned with the aluminum structure.  After you attempted the original build you had to rebuild the structure, strips, and panels two additional times, and each time failed blueprint procedure and inspection.  It was not approved by the city or engineering.  The structure deviated from the engineering blueprints, verbal instructions, and failed engineer inspection. Alterations have to be approved by the city, the engineer, and need to be reflected on the blueprint. We did not agree to a lack of warranty.  You said you could do the job and then failed to do it properly.  The reason you had to get more materials for the job was because it needed to be redone and we paid for it.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/17/2025

  Yes you were there when the egingeer came the first time, gave us the blueprints and went over the scope of the job, where we brought up a couple of issues with his blueprint that we went over on site, like the blueprint having a purling line up directly with one of your windows. The blueprints states that the aluminum purlings were to land at every 49 inches. The way it was designed did not take into consideration the 1/8th extension to each panel causing a variation at the end. It was very easy to fix by adding another piece of metal so we attempted to call the engineer after we put the rest of it up to see if we could attach 1x2 or 2x2 aluminum to rectify what he missed. The blueprint also did not compensate for a gap on the cage due to the height increase by adding the 2x2 where he asked. Before we could get that one last piece of metal to make sure it would pass inspection, which any contractor ever can tell you, things don't pass the first inspection 99% of the time. And you did agree to no warranty at the exact same time because we stated very clearly, this was our first time so we won't warranty the job. I apologize for your experience.

  

  Business Response

  Date: 03/17/2025

  No warranty was added to the invoice.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23028403
  
  I am rejecting this response because:  We did not agree to no warranty.
  
  Sincerely,
  
  **** *******