ComplaintsforNorth River Home Services, LLC

• Initial Complaint

  07/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed a proposal (and subcontract) with this company, paid the deposit. I have tried repeatedly to call (each time leaving a voicemail) and email, but have never gotten a response. They were supposed to be on-site to install on June 7th, but as of yet no word.

  Business response

  07/19/2023

  We recently switch office locations and have had issues with VOIP phone system. I made contact with the customer on 7/18/2023, and are working to resolve the issue.

  Customer response

  07/20/2023

   
  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,
  
  *******************************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***** had a team install the Fence we waited for months. My husband had to guide them with the installation otherwise a simple tap would cause a collapse. It was evident they did not know how to properly install the fence. Booby was not on sight during installation. The final product was installed. Some sections are not level. The heavy handling during installation caused damages to the not so superior fence. There were some adjustments and final trim installation needed. However ***** has neglected to address our issues after countless attempts to have them resolved. We have been trying to reach ***** for weeks, bit he dies not return our calls and txt.

  Business response

  05/19/2023

  *********'s claim, the team onsite was installing the fence how it was made to be installed. Per my direction, I had asked my crew to add screws to make the fence more sturdy to the sides, at which point *****'s husband had asked if the guys could go back and add screws to sections that were installed in the beginning.

  As far as myself not being present, I am an owner of a company with 3 crews running, I am not able to be at every jobsite during the entire installation.

  As per the leveling of the fence, it will never be perfectly level, as the ground changes grade as it goes from the sides of the yard up the house. If we attempted to keep it completely level, there would be points where the fence is almost one foot off of the ground, which we can not accomplish while still ensuring that the fence posts are secure in the ground, and this was explained to the customers husband during the installation.

  If there are any damages, to the fence itself, it is covered under warranty. We even left extra material for the customer as this was a special order and took weeks to get based on the style and color they requested. If damages were evident prior to making final payment, this could have been addressed and fixed immediately.

  The only issue ever brought to our attention that has yet to be resolved, is the customer signed off on a set of custom aluminum double gates to be made and installed. Once the installation had been made, the customer stated that there was a gap in-between the double gates, which is approximately 3/4 of an inch. She stated that something needed to be done to fix this. I explained to her, that this is normal with every double gate for there to be a gap, otherwise it runs the risk of the gates rubbing against each other, and overtime would cause damage. The customer stated this should have been addressed when the gates were built. Again, this was signed off on, and I informed her that is not how they are designed. I informed the customer that we might be able to put a piece of aluminum over this to hide the gap, and I would have to work with fabrication company to make this happen and should only take about a week. The customer then replied that she shouldn't have to pay for this because there should not be a gap. I than informed the customer that I would eat the cost of the labor for my guys to come out, but I cannot give material away for free when they signed off on the design. Also, there seems to have been an expectation of the gates that does not even exist when it comes to a double gate. Since the installation, I have spoken with the manufacture of the gates, as well as several other fabricators who state that what we are asking for is not possible. We would have to have a piece of aluminum strong enough and thick enough in the shape of a T, and attach it to one gate through bolts. This would then void the warranty of those gates automatically. Also, because the gates are of significant weight, if the gates ever slammed together, that T shaped aluminum would fold backwards, ruining the integrity of the additional piece. We are still working to try to find a company that will make this for us, but it is not something of a normal request and requires a bit more of ingenuity then we have been able to find so far from fabricators.

  As far as missed calls or text. I apologize if there is any form of miscommunication. I always recommend calling our business line or emailing us. If I am driving, I do not get notified of text messages, so I have 100's of unanswered texts from several people. As with calls, I am normally with customers, on jobsites, or working with a vendor for material. I do not save customers numbers into my personal cell phone, so I do not answer or always return calls from numbers I know. If a call is made to the company number, if I miss it, I 9 times out of 10 return that call the same business day. If I do not answer, it is recommended to leave a voicemail so that we know who to call back. Also, as stated, we always welcome emails as this ensures that there is a trail of communication.

  Are goal is to never have unsatisfied customers. If there are installation errors, we have a 2 year installation warranty and will always address and fix. The other claim though regarding the unresolved issues, when looking at the expectation of there being no gap between gates, it is asking us to do something that just is not done. Though we are trying to find a solution, we have to ensure that what we do find will work and hold up.

  Customer response

  05/22/2023

   
  Complaint: 20081703
  
  I am rejecting this response because:
  Thank you so much for your prompt handling of our issues.

  The reply replete with inaccurate points, he used to asnwer our calls until the job is done and the final payment was given.

  please note, ***** replied this morning that he is coming next Monday the 29th with a technician to look at the many issues we have. We emailed him this morning with pictures the issues that need to be addressed.  

  this would have been solved if he would have retuned our repeated txt and phone msgs. not having to revert to these measures.  

  We will keep you posted if our issues have been resolved  after the 29th.  Tks. 

  
  Sincerely,
  
  *********************

  Customer response

  06/23/2023

  Please note that ***** the owner has repaired all outstanding issues, we thank him and you for helping us get this done.

  Have a great weekend

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