ComplaintsforHaan Builders

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After the tornado hit in May, I had multiple contractors come out for various estimates. One such was *******************. A very friendly fellow. After we met he gave me an estimate, though had to modify it later as he has missed a window. In the meantime I was still exploring different options and talking to different people. As such, I decided not to use him as I felt the drywall and painting may not be acceptable to me. Imagine my surprise when I was invoiced for an estimate. People bid jobs routinely and never charge. And if he wanted tohe should have clearly stated that I charge a fee to provide an estimate which will be deducted from your job if you use me. HE NEVER said anything to that affect. I would not have even had him come. Not even if GOD had recommended him. My insurance adjuster told me in the beginning. Dont use anyone who asks for money up front. I sent you the following email reply but heres a copy as well. Email I sent him this morning edited since too ******** morning *****,I just got off the phone with BBB in ************. I explained that I had received your contact info from a friend who you had done work for years ago. Additionally, you never mentioned when you agreed to come out that your estimate would have a charge if we did not go with you. She advised me to file a complaint on their BBB.org website as she said that estimates to do a job are never charged. People routinely get multiple estimates and go with the people they feel will do their job in the manner that they expect.I will not be paying this invoice that you said your wife has sent me. Also, I just got off the phone with **** and **** who had recommended you and they said you have never charged for an estimate. So they are extremely appalled.I would suggest, in the future when somebody asks you for an estimate to clearly state that you will be charging for coming out and doing that. My guess is that most people will then ****** I definitely would have.*******************

  Business response

  07/30/2024

  Dear BBB,
  
  I appreciate the opportunity to address the complaint filed by *******************.
  
  Firstly, I want to express my empathy for the situation *************** is facing after the tornado. It's an incredibly challenging time, and I understand the importance of finding the right contractor for her needs.
  In response to the complaint:
  
  Charging for Estimates: Due to the high volume of quote requests and the significant time and travel expenses involved, many companies, including ours, have started charging for estimates. This is to ensure that our time and resources are used effectively. However, it appears there was a misunderstanding regarding the communication of this policy.
  
  Miscommunication: The invoice should have read, the amount due will be credited towards the project. I apologize for any confusion or inconvenience this may have caused.
  
  Estimates Provided: I provided **************** with two detailed quotes. When I followed up to confirm whether to proceed with ordering the windows, she declined, stating that she was all set. This indicates that she had decided not to move forward with our services at that point.
  
  Time and Effort: While I understand that clients often seek multiple estimates before making a decision, they typically inform me of this in advance. It is important to recognize the time and effort that contractors invest in preparing these estimates. In this case, I felt that my time was not appropriately valued, which ultimately led to the issuance of the invoice.
  
  To resolve this matter amicably, I will waive the invoice sent to ****************.
  
  Moving forward, I will ensure that all potential clients are clearly informed about any charges for estimates upfront to avoid similar misunderstandings.
  
  I am all done wasting my time on this matter. *** spent enough time working for free. Im assuming *** ******* ****** doesnt go to work for free.
  
  Sincerely,
  
  *******************

  Customer response

  07/31/2024

  I accept ****** reply. However, I will say that he is wrong in regards to my husband.  My husband does often work without getting paid. He considers it public service. Most physicians dont do that. He is truly one of the few exceptions that do. Additionally, ***** felt the need to reach out to my insurance adjuster who did let me know that he felt that it was sour grapes on Scotts part because he did not get the job. ***** wanted to find out if I was using his estimate. The adjuster let him know absolutely not and that he was OK the way I was handling things. First of all, ***** needs to understand insurance will not pay just for the estimate they will pay when I am finally invoiced by the people that are actually performing the work. And I have to say that right now Im very pleased with what is being done. ***** is correct that going forward he needs to be upfront about any cost for giving an estimate. As I said before, my guess is not too many people will accept that. For example, the people who will come on Friday to measure my drapes and blinds say that they charge $250 upfront to measure, and it will be taken off the final bill. They are the only people who charge for an estimate. The people who come out and actually give you samples and sizes and things like that come out 3 to 4 times without charging. The only person that charges is the actual installer. That being said, I do appreciate your help in this matter. I consider it closed since he is waiving the fee/bill that he had sent, though it should never have been sent in the first place.

  Customer response

  07/31/2024

   
  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,
  
  *******************

*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. ↩