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| Resort Maintenance Worst customer service and poor quality of work. Mount Pleasant, South Carolina |
| 15th of Dec, 2011 by User852650 |
I used Resort Maintenance to put up some Plexiglas on my screen porch. I do this every winter to
convert it into a sunroom. I have even used this same company before and never had any issues. The house is owned by my 80 year old grandmother who is trying to sell it. I have been living there and helping her get it ready to put on the market. I was billed almost twice what I had been quoted for the job and had several issues with the quality of work. I just had the screen porch repainted about 2months ago. When Resort Maintenance installed the Plexiglas they left dime size areas around each screw where the paint had been scratched off. Also, one of the panels was a few inches off, attached in the wrong place, and the screw that was attaching it was going all the way through and sticking out on the exterior of the house. In addition to those issues I was also charged $5 for gas and $3 for a drill bit. I have worked with several local companies and have never been charged for gas or a standard tool that would be used in the repair. This would be like a plumber charging me for a plunger. After receiving the bill and noticing the issues I sent a nice but honest email. I reiterated the fact that I wasn't trying to cause a problem and that I understand mistakes happen. I even emphasized how friendly
and helpful all of women I spoke with on the phone were. I just wanted to make them aware of the
issues and figure out a solution. I immediately got an email response from a woman in the office stating that she is sorry that I was having issues and that she was forwarding my email to the
owners of the company. A few days later I received a phone call from Kevin, the owner.
He immediately starting getting defensive and giving excuses for the problems I had. At no point did he ever
attempt to apologize or even give me a chance to explain the issues. He started the conversation by saying that he came by my house (unannounced) the day I sent the email but could not get in to
see the porch. He said that he looked at the pictures I sent him and what I thought was scratched paint was probably “water stainingâ€. We decided to meet at the house sometime after 2 the next day. At 2:50 the next day his office called to tell me that he would be there in about 20-30 min. I told them that I was on my way home and should be there in 15 min. They relayed this information to Kevin. I came home and waited for an hour and a half and Kevin never showed up. I called the office and they said, “You guys must have just missed each otherâ€. Apparently he got to the house before I did and made no effort to contact me or wait on me. I then tried to schedule another appointment. This was very difficult because I was told that they have a morning, lunch, and afternoon meeting everyday. We finally decided on Thursday. On Thursday Kevin and Kim showed up at my house. I let them in, showed them the porch and
pointed out the issues I was having. Once again Kevin immediately became defensive and started arguing with me about what I was seeing. I first pointed out that one of the Plexiglas pieces was off by several inches and drilled in the wrong place, with a screw going all the way through and sticking out on the side of the house. His answer for that was, “well that can be fixedâ€. No I’m sorry, your right, this should not have been installed this way, etc.… I then pointed out the paint that was scratched around every hole that was drilled (approximately
30 holes). His first excuse for that was that his guys didn’t drill new holes they just put the screws into the holes that had previously been drilled. I questioned why I was charged a ridiculous $3 for a drill bit if no holes were ever drilled. His response again was, “well I can take care of thatâ€, but no explanation why I would be charged for service I didn’t receive. He then changed his excuse to the fact that he thinks that it is a paint issue causing it to chip. Kim then questioned why they couldn’t see any paint chips on the ground. I explained to them that because the trim is on the opposite side of the glass any paint chips would have fallen in-between the glass and trim and also that the house had been cleaned since the installation. He then changed his excuse back to his original, “well it could always be water stainingâ€. I asked, “if that were the case would it not just wipe offâ€. He said he wasn’t sure and then once again changed his excuse. Instead of saying that he understood my concerns he kept insisting that we were just going to “agree to disagreeâ€. I explained to him that we were upset because we were charged twice what we were quoted and the work was not acceptable. He then gave me his last and final excuse, which was, “look, I don’t use little $10 an hour guysâ€. I explained to him even if he had used $25 an hour workers that still would not come close to $166 for 30 min. He then said, “What is it that you want me to do? If you want the paint repaired I will have to charge you for itâ€. I explained to him that I wanted to pay the original amount that I was
quoted. He said, “Fine just send in the $92 and walked outâ€. I have never experienced such poor customer service from the owner of a company. I have never worked
with a company who just automatically assumes the customer is wrong without even seeing the damage first hand. I do want to say that all of the women I spoke with in the office were very nice and
went out of their way to try and help me. Even the men that did the work were nice. They just didn’t do a good job. I think that this company needs to have a manager who has some customer service experience. The owner clearly has horrible people skills and does not need to be working with customers.
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