ComplaintsforHopkins & Porter Construction Inc

• Initial Complaint

  09/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had a front door leak and engaged H&P. They noted an upfront $150 fee that includes an inspection and where the balance is applied to subsequent T&M work. We were led to believe that a technician would come, inspect the front door leak and other home issues we had, and begin door sealing. But when he arrived, he only inspected the front door leak for 8 min, dismissed taking a look at our other issues, dismissed doing any quick fixes we had mentioned over the phone, but asked for the $150 check, offered a gold-plated fix, and left. He wasn't equipped to begin door sealing as we agreed over the phone. When we contacted H&P, they claimed to only do things "the right way" (which never came up in the initial phone call) but offered to void our check. We wouldn't have engaged with H&P if we knew they would ignore our asks, take our $150, and require upsell. After 2 days waiting for an estimate, we asked that they void the check. But a few weeks later, I saw that H&P cashed the $150 check.

  Business response

  09/29/2021

  Dear BBB:

  I have attached the entire email messages back & forth with the **'s. They do not understand the complexity of their problem leak. When I tried to explain this to them, they had already secured another company to do the work. **. ** neglected to mention that I had already sent him an email stating that we would refund his assessment fee--I did this to avoid difficulties exactly like this complaint. My handyman went out and assessed their issue, I provided an estimate, they did not like the cost of the project, thinking it should have been a "quick fix", which is it not. I deposited their assessment check of $150 a couple of days after I received it from my handyman (who picked it up at the assessment). I never told this client that we would tear up the check and I did not hold the check for more than two days. We told the client up-front exactly what our protocol was for assessments & estimates, they agreed, then didn't like what they heard in the assessment. This is why they are fighting over $150. 

  Please review my last email to the client which is on the very first page of the email chain--I clearly stated that I would be writing checks on Friday, October 1st and would be sending them a refund. I'm not sure why they are wasting your and my time filing a complaint--

  Thank you in advance for your consideration and please let me know if you need anything further. We are happy to comply.

  Best,

  ****** ********

  Office Manager

  Hopkins & Porter Construction, Inc.

  ************

  Customer response

  09/30/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  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. ↩