ComplaintsforHeldman Exteriors, Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 9, **** at 2:04 pm I received a notification from my ring camera that motion was detected. I went outside and a man from Heldman exteriors was touching my home and taking pictures. I asked who sent him and he said the realtor (he made sure not to give the name of said realtor, so I am unsure if this information is true). Also, I will mention that I currently have a pending sale on my home. I responded saying you still need to have permission from me as the owner before doing anything on my property. He proceeded to argue with me about this realtor who sent him. It was not until I asked him if he was a homeowner and explained to him that the appropriate paperwork had not been completed giving the buyers permission that he finally stopped arguing and agreed to leave. Even so I had to stand at the door and watch him leave as he was hesitating. I believe once he admitted he was a homeowner he could no longer act as if he did not know what was allowed during a real estate sale and in general regarding one's property. Throughout this selling process every person that has come on my property has requested permission. This is true for each showing, the inspection, and the appraisal. Even outside of the selling process, whenever I have set up an appointment for a contractor to come out they ask "are you the owner"? So, I feel like any reputable business would know that they need that permission. Also, I feel like it is telling that this man just went to work and started taking pictures without knocking on my door and announcing/introducing himself first. After this man left I contacted my realtor and told him what happened and he said that they should have requested a showing through broker bay before coming out. I asked my realtor for names and this is the information I received. The manager is Nick ********************** and the worker from that day is *******************.

  Business response

  01/16/2024

  As the President of Heldman Exteriors, I would first like to apologize for the miscommunication on January 9th. We had been scheduled to be at the property on the morning of January 9th. We had spoken to the buying agent and had stated that depending on the weather, we would be at the property "late morning" to take a look at the exterior of the home. On the morning of January 9th, it was pouring down rain, so we were not able to inspect the house in the morning. At the time, we were not aware that we needed to reschedule the inspection since we did not need inside the home. We do hundreds of these inspections every year for realtors and typically we do not need a set specific scheduled time to check the exterior of the home. The inspection response deadline was the following morning, and we were not going to be able to be there on January 10th due to prior appointment.  As soon as the rain let up, ******************* headed that direction so that we were able to get the inspection done on January 9th. This allowed us to get the written proposal back to the realtor that evening. On real estate deals, we typically only speak to one side of the transaction, this time it was the buying agent. We do not know who owns the house, who their realtor is or any information other than what the agent has let us know. 

  That evening around 5:47pm, I spoke to the Seller's agent and let him know that I apologized for the miscommunication from earlier in the day and let him know that if their seller wanted to speak with me, I would be happy to speak with her as well. I also spoke to the Buyer's agent and let him know that we were sorry for the confusion as well. 

  Customer response

  01/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.] I appreciate the president of Heldman Exteriors for getting back to me, but I am not satisfied with this response, because my biggest issue was not just with why ******************* was at my house and what time he was at my house. In the response there was mention made to the weather and only dealing with the buyers agent. This all may be true in how you run your business, but my biggest issue on that day in question is that when I asked ******************* to leave he went back and forth with me. He may not have known who the property owner was before he arrived, but when I am standing in a robe in my doorway you have a pretty good idea that it is me. Instead of arguing with me when asked to leave he could have just left and then called the buyers agent to try to verify. Because at that point if he was permitted to be there the buyers agent could have then communicated with me and my realtor to clear up the situation, then if okayed he could have came back out. His reluctance to leave made it seem like he knew that he was not supposed to be there. My ring camera went off around 2 p.m. there would have been plenty more day left that he could have came back out if needed.  I do not care who sends you out, once a property owner tells you to leave, you need to leave. The apology I need is not for some sort of miscommunication, that is between you and the buyers agent. The apology I need is for not leaving my property right away when asked to leave.
  
  Regards,
  
  *******************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩