ComplaintsforCapstone Construction Company

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Following a hailstorm I called Capstone out to put a tarp over my broken skylight. I asked the billing rate and was told that the office handles it all but it should be the rate on the signed contract. The rate showed $75/hour. The contractor was working at my house for 30 minutes. When the bill arrived it was billed for $940. The bill shows $343.08 emergency call and 4 hours of work at $128 per hour. When I called to dispute the bill, I spoke with ***** who said that they pay drive time for their working from the time they leave their house until the time they get back. This was not told to me up front. I offered to pay a more reasonable rate but that was refused.

  Business response

  08/29/2022

  The customer called in after normal business hours and requested an emergency service call due to damage on his roof and skylight caused by hail.  At no time did we quote a rate of $75 per hour.  Our rates come from Xactimate which is an estimating platform and is the industry standard third-party pricing program.  Xactimate sets the rates based on local factors and is region specific.  Being an afterhours call, it is industry standard to charge from the time our crew is mobilized until they are off the clock for that job.  The labor consisted of 2 people for 2.5 hours.  We charged a total of 4 hours which was a savings to the customer of one hour.  As we specified on the bill, we would be happy to forward this to his insurance company and discuss it with them.  As they are in the industry, they would have full knowledge of industry standards and would verify our bill is well within those standards.  The customer never provided us with the requested insurance information so we could not forward it on.  Instead, the customer chose to call and offer to pay $150 in consideration for full payment of the $940 bill.  We refused the offer as this would not even cover our costs.  He then stated that we can take him to court then and hung up the phone.  While we are not litigious and dont like to think that way, we do need to be paid for the work he requested and we performed.

  Customer response

  08/29/2022

   
  Complaint: 17779567
  
  I am rejecting this response because:

  1. ******** standard or not, there were no charges quoted to me up front. When the technician arrived, I asked what the charges would be, he said that the office works that out and my insurance gets that bill. I was not told that I would told that I would be paying 2 technicians to do a one person job and I was not told that I would be paying drive time for both. I was also not told that I would be charged a flat after hours fee on top of that.

  2. I offered to pay $75/hour as I felt it was reasonable, I did not claim that I was quoted any rate what so ever. I offered a total of $150-$200 and was told that it was not going to happen.

  3. The invoice states that there are 4 hours of labor for roofing work which was not done.

  4. Had I been quoted charges ahead of time, I would not have had Capstone do any work on my house.

  
  I have forwarded the invoice to my Insurance company and will let them decide whether or not to pay.

  
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