ComplaintsforL3 Installer Services, LLC

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/23/23 I signed a contract for a 16 by 16 deck. When someone came out to give me a quote I asked him was the company licensed and he said yes. I have called 2 companies to come and give me a quote on screening in the deck with a roof. Both companies said they couldn’t give me a quote because that deck isn’t built correctly and it won’t pass inspection. When the first contractor told me he gave me the list of things that were wrong this is when I emailed L3 installers and I didn’t receive a response so I called them and some guy asked me. who told me that, I told him the company I was trying to get to screen in the deck, for some reason he was very rude and he hung up on me.

  Business response

  07/25/2024

  Good afternoon R*****.

  We have reviewed Ms. *****’s complaint at this time and while some details are accurate, there are many important details to this situation that were not reported to you or misrepresented. I am listing the blatantly misrepresented items below and then will be providing a full summary of the situation and our reply thereafter.
  
  Blatantly misrepresented items – Ms. ***** has stated that when she emailed us, she did not receive a response. She also stated she called our office and spoke with a man who was rude and hung up on her.
  
  (As you will see from the attachments I have provided, we have responded to every one of Ms. *****’s emails. The first reply going out in less than 5 minutes after she sent her initial email with her concerns. I also find it odd that Ms. ***** did not provide you with any copies of the lengthy email replies we provided her with specific details about the concerns she relayed. We also have not received any telephone calls from Ms. ***** to date, nor has someone spoken to her on the phone. In fact – our office line only comes through to my phone directly and as such, I am the only person that ever answers our business line, so for her to state she spoke with a man who was rude and hung up on her is an embellishment of the situation. Additionally, you will see that when Ms. ***** asked for someone to call her to discuss the issue (which is indicative that she hadn't spoken to anyone about the situation) - I specifically told Ms. ***** in our email that since this was a situation where our workmanship was being questioned; we would only be corresponding via email for documentation purposes.)
  
  Summary of scope of work - We went out to Ms. *****’s home on or about 3/17/2023. She had an existing deck that she wanted to have rebuilt. While I cannot attest to the conversation between Ms. ***** and the owner on that particular day, the details she mentioned where she was told our company is licensed, is correct. I’m unsure why she is alluding to the fact that we are not. (A copy of both our SC business license and SC LLR Residential Builders license are attached.)
  
  Ms. ***** did in fact sign her quote 3/23/2023 acknowledging she wanted to proceed forward with a 16’ x 16’ deck build project. (A copy of the signed document is attached.) The deck was built the week of 8/8/2023. Upon completion, Ms. ***** paid her final bill for the project on 8/12/2023 and also sent an email that same day stating how pleased she was of the work that was completed. She also stated she was looking forward to having us screen in her deck and asked that we get a quote over to her for this additional project. (This email is attached.)
  
  From there, we did not hear anything further from Ms. ***** until 5/30/2024. In this email, she advised that she had a contractor come out to her home to screen in her deck and was told that there was a list of things that “we should have done” that were not done. She also stated she had a list of things that an inspector said we needed to correct and until they were complete, she would not be able to get the deck screened in. (This email was provided to you by Ms. *****.)
  
  I replied to her email within 5 minutes of receipt asking that she provide the list of items that she was advised needed to be corrected, as it was not attached to her email. On the afternoon of 6/2/2024 Ms. ***** replied back to my email with 6 bulleted items that she stated the contractor said needed to be done.
  
  This email was replied to the very next day (6/3/2024) and in the email I asked for clarification as to whom had provided her the list of items needing correcting – since her email mentioned both. I also asked if she could provide the name/company information OR an email from the contractor that had their contact information. Additionally, if it was an inspector that gave her this information – I asked for the inspector’s name so that we could contact them.
  
  Ms. *****’s reply on 6/3 did not include either requested information but rather just stated “it was a contractor and what does it matter if it was either or?” She also advised that the deck didn’t meet code and to give her a call.
  
  On 6/5/2024 I provided Ms. ***** with a very lengthy email reply. My first statement as you will see, mentioned that I would be keeping our communication via email for documentation purposes. I then, in length, explained why it matters whether a contractor or inspector was the one providing her with the list of issues. Since she had been unwilling to provide us any contact details or even a company name; we had no way to verify whether the person was licensed (something she herself seems to be accusing us of not being). Residential Builders and Specialty Contractors have to go through a rigorous application process to show proof of experience, knowledge, etc. Unfortunately there are many unlicensed individuals in our line of work and if someone is stating that our build is not up to par, we want to ensure they are valid professionals that can provide accurate insight. Not just someone who “thinks” they have the knowledge.
  
  At that time I also went through each of the 6 items that Ms. ***** had previously provided to us that the contractor had stated needed correction. (Please see email reply 6/5 or 6/6 for full details as well as the PDF pages from our copy of the IRC 2018 code book that reference the items discussed.)
  
  It was our opinion that the items the contractor was stating needed to be “corrected” had nothing to do with the deck not meeting the standard deck code, but rather they needed these additional specifications completed based on the screen enclosure she was looking to have done. Essentially, placing liability on our company to “beef” up her deck to meet their requirements for the build.
  
  That being said however, she was specifically advised that if she felt the deck was not built to standard decking code that if she would provide us with a report or inspection from an inspector – we would be happy to address the concerns or issues.
  
  Ms. ***** then sent an email on 6/6/2024 stating that she had not heard back from us concerning the items that are wrong and hoped that we would rectify the problems before she got the city involved.
  
  Given that I had in fact responded, in length to her concerns – I forwarded my email from 6/5/2024 to her again along with the applicable attachments.
  
  We then heard nothing further from Ms. ***** until yesterday, 7/24 where she stated she was trying to let us fix the issue before getting her attorney involved as she wanted what she paid for.
  
  I then responded to Ms. *****’s email today, 7/25 advising that as per our correspondence on 6/5 and 6/6 we are willing to address any concerns/issues with the structural integrity/build of her deck based on codes provided to her by a licensed inspector. To date we have not received any documentation and as such, I asked if she had sent something that we missed. I also stated that if she wanted to provide us with the contractor’s information or an email/letter the contractor provided to her, we would be happy to speak with them or review the documentation for any potential remedy once we confirmation they are a licensed contractor.
  
  In summary, Ms. ***** received a deck build based on what she was quoted and paid for. (Photos of the completed deck are attached as well.) Ms. ***** had no issues with the deck and spoke highly of the deck build until almost a year later when she states she had someone else come out to screen the deck in. We have advised her on numerous occasions now that we are willing to correct/address any code issues for the initial deck build she contracted with us to build once we have received documentation from a licensed contractor OR licensed inspector, neither of which has been provided to date. Once this documentation is provided, we are more than happy to review and determine what necessary steps need to be taken to correct the issue. We will not however make any changes/modifications/etc. to the deck that are not due to a code issue but rather due to the specifications needed for her new project. This is the responsibility of Ms. *****’s.

  While our company always strives for customer satisfaction, which you can clearly see through our ******, ******** & *********** reviews; we also understand there are some instances where an outcome may not match what the customer is expecting. While we are empathetic with Ms. *****'s position, we also hope that she understands our stance on the matter based on the details we have provided & requested.
  
  Should you require further details, documentation, etc. please let me know.
  
  I am available by phone Mon-Fri from 9-4:30 pm.
  
  Thank you kindly.

  Customer response

  09/03/2024

  I went online to file a complaint against the company L3 Installer Services. I couldn’t get the contractors license number off the website so I’m not sure if my complaint went through. I haven’t heard anything from here or the better business bureau in regards to my complaint. This company built my deck and was informed that I was going to screen it in with a roof once I got the money to do so. Fast forward to this year, I’ve called several companies for an estimate to screen in my deck. Every company that came to give me an estimate told me they couldn’t screen in my deck unless they tore mine down because it was not up to code. I have contacted L3 Installers several times in reference to the deck not being up to code. I’ve called and emailed them no response. Now I see on social media that they has renamed their company to Shawna Beamer which is the same Shawna Beamer who was working at L3 Installers. I just want my 6000$ plus back from them so I can get my deck done the right way. Please help me. N******
  
  Sent from LaSonya S**** (***************)

  Customer response

  09/03/2024

  I didn’t receive any response by text email or phone calls. My call  history from my phone can prove this as far as the emails I should be able to go back and try to locate them if I can’t locate I will contact ATT  to  try to send me his so called responses.  My number has not changed in over 20 years so once they saw that I was still reaching out to them to resolve the issues why not call me like you called me when you built the deck. Once I get my call history log from ATT I will forward to BBB  along with my email history. I’ve never had a problem receiving emails or phone calls from them. I’ve reached out to them several times after he hung up on me because I want a full refund and I don’t want them to fix all the issues that are wrong with the deck. Every company that has come out to give me an estimate for the deck to get screened in has said they will have to tear down the deck and start fresh. 

  Customer response

  09/03/2024

  These are all the emails from L3 Installers. Please let me know if you can open the attachments in the emails so I can email them separately. I also contacted ATT to send me my phone records so it will show that L3 Installers only called me once after I found out that the deck was not in compliance. You can also contact the following companies who said they couldn’t screen in the existing deck because it wasn’t installed correctly that they would have to tear it down: GXR had David K*** to give me an estimate his number is **********. I also had Lee Lloyd from Patio Enclosures to give me an estimate as his number is **********. I have two other contractors to give me estimate but they all said the same thing. I can forward their estimates and information as well. I will fax my phone records this week to prove that Kelly B***** nor Shawna B***** never returned my calls. I also saw on social media that they changed the name of the company to Decks or Shawna B*****

  Customer response

  09/04/2024

  As you can see from my mail log that he only responded to the email that I sent on 6/3. The only other time I received I talked with anyone was he answered my calls and he was rude wanting to know if an inspector or contractor told me the list of things that was wrong with the deck. No one ever even came out to address my concerns about the deck. At this time I just want a full refund so that I can get another company to build the deck in compliance. I gave them a chance to fix the deck and they didn’t. 

  Business response

  09/05/2024

  Good morning.
  
  In response to Ms. S****’s latest reply from 9/3, please see below comments.
  
  She mentions she has not received any response via text, email or phone call from our company, yet she uploaded as part of her own documents, emails that she received from us on 5/30 & 6/3. In addition to these emails, we provided emails from 6/5, 6/6 & 7/25 to our BBB response all which clearly show the sequential email train and what email address we sent the emails to. If for some reason she did not receive the original emails directly from us, she definitely was provided them back on 7/25 when they were sent by BBB.
  
  Continuing with the above statement where she mentions she has not heard from us via phone or text; this is correct. We specifically advised in our email on 6/5 that we would only be corresponding via email for documentation purposes given the nature of the situation. Additionally, I would like to know what number Ms. S**** has been calling to reach us; as our call log reflects no calls from her since 8/12/2023 when she left a voicemail for us on how to pay for her deck project and as previously mentioned – there is no man/guy that answers our phone. Our business line rings directly to me and me only.
  
  To date, we have not received any further communication directly from Ms. S**** since her last email to us on 7/25 (as shown in our documentation). We have asked in every one of our emails and also our response to her compliant, for her to provide documentation from a licensed contractor or inspector advising the issues she is claiming. This still has not been provided. (Please note that in the emails from 6/5, 6/6 & 7/25 we addressed in great detail and with corresponding documentation from our code manual, 6 items Ms. S**** stated were “told” to her about the deck.)
  
  Additionally, in all of her prior communication – she indicated she was advised the deck needed to be fixed; however now she states all companies have advised the deck needs to be torn down and started over again. This is a pretty big difference. With that in mind, if she has reached out to multiple companies and they have all told her the same thing, surely one of these licensed companies or contractors would be able to provide something to her in writing that should could then provide to us.
  
  In summary our position has not changed since our reply 7/25 to the initial compliant. Until such a time that Ms. S**** provides documentation from a licensed contractor or inspector reflecting the issues she is stating are wrong with the deck, there is nothing further we can do to offer a resolution.
  
  Should you require further information or details, please let me know.

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