Kahley P. on BirdEye
a year ago
07/30/2019, 12:58 PM
Let me start off by saying that our sales rep, Tom ,and the receptionist, Stephanie, were wonderful and tried to help us but it went beyond their control.
This is about Sarasota location.
When the installers first arrived on Friday to our house, they couldn't read the survey left by the sales rep and couldn't figure out the measurements so my husband had to go out and spend a good amount of time out there figuring it out for them. Then, we noticed that there were no flags in the ground (to locate gas, electric pipes etc) and when asked they said they weren't sure but started anyways. Well they ended up hitting 2 of our sewer pipes & neglected to tell us about one of them until Saturday. This was because they installed WITHOUT having any of the locator flags down, which come to find out, they should have NEVER started installing without those flags and are supposed to document those flags before even breaking ground. Since the installers didn't tell us about one of the broken pipes until Saturday it was difficult to get in contact with anyone in the company since it was the weekend. Our sales rep was kind enough to answer our calls/texts and tried to get ahold of the owner, whom did not communicate with us at all. Meanwhile, we have guests at our home and we are not really able to use the restrooms because of the two broken sewage pipes. One of the installers comes to our door WITH A SAW saying that he was going to fix the broken sewer pipes(who was supposedly told to do so by the owner)....you can imagine our reaction. My husband had to go out & stop him and explain that he is clearly not qualified to fix the sewer pipes.
When leaving, they for some reason decided to park in our front lawn (we live on a corner lot so there was plenty of room in the street which was actually closer) and when he left the weight of the truck wouldn't budge on our grass and he spun out his tires until they got out which completely damaged our front lawn (see pictures attached). Also, they were extremely negligent when leaving & left the water running on the hose on the side of our house with water pouring out of it, which I didn't see until 6+ hours later.
We then had to call a plumber to come out who said one of the pipes are so close that they have to jackhammer the side of our house to fix it. However, he was astonished to learn that the fence company started to install without any flags down & that he isn't able to do any work without the flags because it is actually illegal. So we had to wait for the locators to come out and the plumber was able to fix it later that week . Even more of our lawn was destroyed because the plumbers (not their fault) had to dig bigger holes to be able to repair it. And again, had to live with broken sewer pipes for a week. The fencing people were able to come back and fix it over a week later than than the original time.
We were extremely upset & wanted to get in touch with the owner about all of these issues. We were never able to get in touch with the owner. The sales rep was generous to inform us and communicate with us even though it was no longer part of his job description. He notified us that he had spoken to the owner and they agreed to pay the plumbing bill (as they should because THEY broke the pipes and it shouldn't have ever happened because they shouldn't have installed without any locator flags which according to the contract they are responsible for doing). He also notified us that the owner decided since they were losing money by paying the plumbing bill they weren't going to offer any discounts or reimbursement for any of the other issues we encountered. This made it very clear to my husband and I that this company and the owner do not care about their customers or doing things the right way and that they ONLY care about money.