Is this BBB-complaint worthy?

[RoxMonster]

I went on our BBB site, but besides filing a complaint, I don't see any directions as to what would "count." I'll explain what's happened in a (hopefully) abridged version below.

We're getting a privacy fence put in. We've been postponed once because of rain. No communication has been made with us as to when they would come out to start the job (every time there has been communication, we had to call. We wouldn't have even known they postponed because of rain if we had not called them. We had to call thrice this week to actually nail down they were coming out on Wed).

Three different people at this fence company told us the job would take two days, back-to-back: the owner's son (who did the estimate), the scheduler, and the workers who came out yesterday to put the posts in. The workers said they'd be back today. The scheduler had even commented he pushed us back to this week because they wouldn't want to start a project on the 3rd and have to have us wait over a weekend for them to finish it, and told us he would have them put up a temporary fence OVERNIGHT because we have a dog.

Today they don't show up. I call the scheduler, and he says, "Oh, it takes time for the cement to cure. They won't be back out until tomorrow at least or maybe Monday." I told him this is not what we were told. He said sorry but couldn't nail down when they'd be back.

My H calls at lunch. We have completely rearranged our schedule to be here when they are putting this fence in, and the temporary fence is not strong enough for our dog, so we have to take her out on a leash, so she can't run around and get exercise, which was alright when we thought it was for only one night.

Scheduler says he'll have to talk to the owner's son (who did the estimate) and would call H back.

H called at 3. Scheduler's response: "Oh I haven't gotten a chance to talk to owner's son yet. I'll do that ASAP and get back to you."

I am calling here again shortly because pretty soon they leave for the day and we need to know whether or not someone has to be home for the fence tomorrow or not.

I looked on BBB and 4 complaints were lodged against them under product/service issues but are closed and I can't read them (btw, this company came highly recommended by many people we personally know). We have been firm but not rude/mean because we want them to work with us and get out here to finish this. is this BBB-worthy, or would it just make the situation worse at this point? How should we handle this if they jerk us around and won't give us an answer today on when they are finishing the job?

[sergey]

I'd hold off until the job is done for sure. I'd use filing as leverage to get a discount on the work and definitely file if things aren't resolved to your liking.

[lindyanne]

I think that's more bad Angie's list review than bbb. BBB is for incomplete jobs, shoddy work more than shitty service IMO

[RoxMonster]

I just called to talk to the owner. His secretary said she'd have to take a message because he was busy. I said, "This is urgent. Will he return my call today" and she goes "I don't know" lol.

OMG I want to scream right now.

[orval]

While I agree the communication is frustrating, why does someone have to be home for a fence? I got a fence put up last year and I was not home. I have a dog. I took him for a walk instead of letting him in the yard. Ours was only one side of the yard and it took 3 days with removal, new posts, gate etc. Not really a big deal.
I also took my dog for a walk when we got a new roof, house painted etc. These were more than a couple days. Pain in the ass when you are used to letting them roam, yes, but not a big deal.

[msmerymac]

Jul 11, 2013 15:52:33 GMT -5 lindyanne said:

I think that's more bad Angie's list review than bbb. BBB is for incomplete jobs, shoddy work more than shitty service IMO

I agree. This is a huge annoyance but you can't assume they won't complete the work or create a dangerous situation. If they don't come back, by all means, sue them and file a BBB report. 

[leshoequeen]

I'd wait until the job is done, but definitely post negative reviews on Yelp, Angie's List, etc.

[imojoebunny]

Sorry, you sound new to working with contractors. I have a four day paint job going right now that is going on week three. It's just life. Rain comes, people have personal commitments, they have other jobs that for whatever reason take priority. I also don't understand why you are changing your schedule to be home with a fence worker? If it doesn't get done, you don't pay anything and you move on. I don't think three days is a practical time frame for a large fence project, unless they have a large number of people working on it. Decide what really is rational for the scope of what they are doing, factoring in weather, other commitments, by talking to them. If you don't agree, then pay for what they have done and get someone else.

[glynn]

Jul 11, 2013 16:07:18 GMT -5 kooshball said:

It doesn't seem like a bbb problem... hell half this shit happens on a regular basis with all the contractors I seem to hire.

We are currently have the same problem with our stair guy. He better have been at my house today or I am going a little nuts.

[RoxMonster]

Jul 11, 2013 15:57:34 GMT -5 orval said:

While I agree the communication is frustrating, why does someone have to be home for a fence? I got a fence put up last year and I was not home. I have a dog. I took him for a walk instead of letting him in the yard. Ours was only one side of the yard and it took 3 days with removal, new posts, gate etc. Not really a big deal.
I also took my dog for a walk when we got a new roof, house painted etc. These were more than a couple days. Pain in the ass when you are used to letting them roam, yes, but not a big deal.

If we hadn't been home when they got here yesterday, the job would have been done wrong because the workers who came out were totally confused and had no idea what the plans were.

They require someone to sign off on the job being finished when they wrap up to our satisfaction.

Our lab mix is so high energy that she needs a ton of running time plus 2 walks a day to get sufficiently exercised. She is also extremely skittish and scared of cars, dogs, etc. so a walk is way more stressful than it is for your dog.

As to the comment of how long your fence installation took: that's fine. But that's not what we were told. If a business tells you they will be here two days back to back, then they should be. Period. I don't see what your length of fence installation has to do with this company acting idiotically.

[RoxMonster]

Jul 11, 2013 16:09:41 GMT -5 imojoebunny said:

Sorry, you sound new to working with contractors. I have a four day paint job going right now that is going on week three. It's just life. Rain comes, people have personal commitments, they have other jobs that for whatever reason take priority. I also don't understand why you are changing your schedule to be home with a fence worker? If it doesn't get done, you don't pay anything and you move on. I don't think three days is a practical time frame for a large fence project, unless they have a large number of people working on it. Decide what really is rational for the scope of what they are doing, factoring in weather, other commitments, by talking to them. If you don't agree, then pay for what they have done and get someone else.

I responded in another post explaining why I need to be home.

It's not a large fence project--we're not even fencing in all of our small yard.

The point is, they TOLD us it would take two days back to back, and now they are blowing us off.

I am really astonished that so many people here would not be mad if a company told you, "We're coming out tomorrow to finish this up" and then just not show up. LOL

[aurora]

Jul 11, 2013 16:14:40 GMT -5 RoxMonster said:

Jul 11, 2013 16:09:41 GMT -5 imojoebunny said:

Sorry, you sound new to working with contractors. I have a four day paint job going right now that is going on week three. It's just life. Rain comes, people have personal commitments, they have other jobs that for whatever reason take priority. I also don't understand why you are changing your schedule to be home with a fence worker? If it doesn't get done, you don't pay anything and you move on. I don't think three days is a practical time frame for a large fence project, unless they have a large number of people working on it. Decide what really is rational for the scope of what they are doing, factoring in weather, other commitments, by talking to them. If you don't agree, then pay for what they have done and get someone else.

I responded in another post explaining why I need to be home.

It's not a large fence project--we're not even fencing in all of our small yard.

The point is, they TOLD us it would take two days back to back, and now they are blowing us off.

I am really astonished that so many people here would not be mad if a company told you, "We're coming out tomorrow to finish this up" and then just not show up. LOL

I think a lot of us would be annoyed about the shoddy customer service, but I also realize that this sort of thing is really common for contractors.  So, I interpret most of the replies as more resigned.  In any case, I personally wouldn't file any complaints until the work was done for two reasons: (1) I'd want them to come and finish the job and they probably wouldn't if I had already complained, and (2) I'd want to see how they handled the rest of the project so I could post complete information.

Re. needing to be home, I would absolutely notify them that you're not going to re-schedule your life to sign off on their work if they can't honor their time commitments, and they can wait until it's convenient to you to sign off after they've finished.

[niq]

Jul 11, 2013 16:14:01 GMT -5 kooshball said:

Jul 11, 2013 16:12:10 GMT -5 glynn said:

We are currently have the same problem with our stair guy. He better have been at my house today or I am going a little nuts.

Roof deck people are here now on day 3 after it would only take 2 days. heh..... and it took over a month to schedule with only 1 day notice. 

Have they moved on to Ke$ha yet?