Complaints

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• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had our house painted by Phinney Ridge. As part of the painting job, carpentry work was performed. We agreed to pay time and material.A piece of arched trim was rotten and needed to be replaced.On December 9, 2021 we requested new trim priced at $65.10. On January 25, 2022, we were told by *** at Phinney Ridge that due to all the delays in the project "I won't be billing additionally for this work that has been left udon for so long".On September 16, ****, we received a material invoice of $2,286.00. of that $2,188 was for the trim.At no point were we notified of the price increase in the trim. Nor were we notified that the trim was not included in the promise of no billing for additional work. Per the receipt we requested, the trim was procured on 3/3/2022.If we had been notified of the price increase, we would have elected to find a more cost effective option.

  

  Business Response

  Date: 10/04/2022

  We have reached out by phone and already come to a resolution about the cost of the trim materials, but below is an accounting of what occurred and how this came to be.
  
  The piece of trim that ****** is referring to that was priced at $65.10 was a decorative molding piece that he had researched and found himself, this was not something that we sourced for the project.  Also, this trim molding piece would not have been able to complete the repair properly because it would have only sat on the face of the existing rotten trim and would have been a possible water intrusion issue for the future.  The custom ordered molding that we had to get was a full dimension solid wood piece that replaced the full rotten trim and molding that was over the window and sat flush to the house sheeting and below the siding.  This was an item that we had been working to source since the Fall of 2021 when we started the rot repair on this project.   When I told ****** that we wouldn't be billing them for the ongoing work to finish the repair in the Spring of 2022 I didn't realize that my management team hadn't put the order in for the molding yet and that is why the molding had been purchased on 3/3/2022.  I was also not aware that our mgmt team hadn't discussed costs for the custom trim molding that was needed either.  I reached out to ****** directly by phone on 9/28/22 to discuss the complaint about the cost of the custom trim and because we were at fault for not proactively discussing the cost of the custom trim piece needed, so I offered to cover the full cost of the molding since it wasn't discussed with him properly. At that time he said that he was actually willing to just split the cost since it was something that was needed to complete the repair job properly.  We have updated their invoice to reflect the reduced materials costs and re-sent that out to the ******** which should resolve the issue. 
  
  Please let us know if there is any additional action we need to take at this time to ensure that this issue does not reflect poorly on our BBB record.
  
  Nik 
  

  
  

  Customer Answer

  Date: 10/04/2022

   
  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.
  
  Sincerely,
  
  *************************