Bud Matthews Service, Inc.

Part of work may be failing, Painted house when told NOT to, Extensive repairs but no explanation of work done for our 92yo dad, not responding to us.BMS was hired for work on our 92 yo father's home: repair a "settling" of a corner of the home and replace the adjacent sliding door, front porch steps and small bathroom floor. I traveled to NC for the original estimate d/to our father's poor eyesight, deafness, and confusion. When I hired BMS, I made it clear that all decisions were to go through through me since our father is too infirm to do so for himself. Workers also found rotted wood in 4 areas that they repaired. The 1st and 2nd invoices were far higher than the original estimate, so on May 25th, I told [redacted] to NOT paint the house until we received other estimates, that I would get back to him. At the same time, our father's phone was disconnected so we could not reach him directly for over 10 days until [redacted] Cable fixed the wiring and re-hung the boxes outdoors that had been left hanging for all that time by BMS. We learned that the loss of phone service occurred on the day they began the painting. BMS did deduct the $89 [redacted] charge. Since we were unable to phone our father, we had assumed that the entire project was already completed as we had received and paid the 2nd invoice, and [redacted] had been told NOT to paint. In early June we received calls from neighbors as our father was increasingly upset over the workmen still at the home. As a result, I called [redacted]. He explained that they had found more issues that they were correcting and he stated that he would check the phones, but he did not find a problem. At the END of this conversation, when I stated that we were still getting painting estimates, I learned that the painting was "75-80% done". The painting was not actually completed until June 23rd - after my sister mentioned a consultation with an attorney. Reasons for our Revdex.com complaint: 1) Previous to the repair work, the old sliding door was "lopsided" because that corner of the house was sinking. Since the time of repair, the "settling" in the corner of the house appears to be reoccurring. The new sliding door, which functioned OK on 5/24 (there was still a slit then between the door and frame), is now not closing completely and can no longer be locked. It appears that the 2 beams supporting this part of the wall may not stabilized in cement, unless it is very deep down. We feel the beams "are sinking" and the original major problem was not fixed. This is one reason why we wish to hire a home inspector to review the work. 2) We have repeatedly asked via e-mail (certified letter mailed on 7/21) for copies of the original estimate and the 1st invoice. These documents are needed to have an accounting of the $35657 - $37,657 billed, and to hire a home inspector. We have also repeatedly requested an explanation of exactly what work was performed, where the work was done, what supplies were used, etc. 3) I clearly told [redacted] NOT paint the house until we received estimates from other contractors, but it was done. Our father does not remember signing anything or verbally giving them permission to paint. At any rate, updates and decisions up to this point were via me, not our father. We would never have chosen to do the decks in blue. There were 2 gallon cans of brown stain for the deck left exactly where I told the workman they would be, next to the sliding door to the deck, but they "could not find them". In addition to not being aware that the workers were still at the home over this period, we were very upset over the inability to reach our father since his phone was disconnected as he is lonely and grieving the loss of our mother (especially over a holiday weekend). It was dangerous as he is alone and he has called 911 in the past. 4) BMS advertises their company as a "family owned business w/ long term employees". However, there was a new man working alone one day who asked my father for a 9 mile ride to [redacted] did NOT know who he was or why he was on the project. Was our father safe alone w/ a new, non-vetted employee? Was he experienced?Desired Settlement1) Copies of the original estimate, first invoice and any contracts, if they exist. They have been requested several times via phone, e-mail and now a certified letter 2) An explanation of exactly where and what repairs were done since we were not there during the repairs. 3) If a home inspector identifies problems, including a "settling" of that portion of the house, the repairs need to be rectified properly to industry standards. If problems are found to exist, we need to be refunded so that we can hire another contractor. 4) The kitchen sliding door must be fully functional, fit within the frame and lock easily. We request a refund on that portion of the bill if we decide that we need to hire an alternate contractor. 5) Confirmation that $35,600 to $37,600 (estimated since we don't have the first invoice) worth of work was properly completed according to industry standards. We are very concerned that our father was taken advantage of.6) We request that the blue decks be restained in a color which we approve in advance. [redacted] stated that he did NOT have color samples to show my father when asked to provide an estimate for painting.7) We wish to negotiate a substantial reduction in the 3rd invoice as we did not authorize BMS to paint the house ([redacted] was clearly told NOT to paint until we obtained estimates), nor did we authorize the additional ~$4000 of repairs on the 3rd invoice. In addition, pending the home inspection, we may need to hire another company to repair the "settling" of the house and new sliding door.8) In the event that the licensed home inspector concludes that the repairs were not completed to code and/or we were drastically overcharged, we request that BMS reimburse us for the inspection fees. We have copies of numerous e-mails & photographs as well as the 2nd and 3rd invoices that we can forward to you - there does not appear to be a way to attach those to this on-line form. We do not have a copy of the estimate from mid-April, but it was approximately $9000. This estimate did not include the areas of rotting wood that they said they ultimately found. I know this estimate stated that there would be a 5% discount for all labor charges - the 2nd and 3rd invoices do not appear to include the 5% discount, and this discount would total approximately $700 for these two invoices. We do not have a copy of the 1st invoice, but it was paid - I believe it was b/w $11,000-$13000 The 2nd invoice from 6/2/16 (work 5/19-6/2) was paid: $13,722.90 total: Siding, trim, etc, disposal fees $3182.90, flooring (Bath) $1090, labor $9450; The 3rd invoice was received on 6/22 (6/3-6/20) for total $10934.11: $648.11 for gutter hardware, gutter, siding, trim, drip edge, disposal, $7000 painting, $3375 labor. This has not yet been paid as we need to see the estimate and 1st invoice, and have a licensed home inspection done. The total cost of this project was $35657 - $37,657. The estimate was ~$9000 and the home painting was $7000. Therefore, it appears that the 4 areas repaired due to rotted wood (I saw 3 of the areas, which were each less than 3 feet wide per my recollection) was in the vicinity of $20,000.Business Response Business states they have been working with the customer and plan to resolve this. Customer has asked for a meeting in mid October and they have agreed.

We were overcharged for a light installation; Co sent 2 workers instead of 1, and charged for 90 min despite only working 60. we were charged for 90 minutes of labor for 2 electricians, when we were told beforehand that it would be 1 person (and they were at our house for only 60 minutes - as timed by my wife, who was present throughout their visit). When my wife called to complain, Bud Matthews stated that the total charge seemed unreasonable when he originally looked at the bill, so he arbitrarily "cut us a deal" and reduced the price by 20%. While I appreciate the gesture, I still don't think it is appropriate to send 2 workers without informing customers, particularly when only 1 is requested or needed. It is also grossly inappropriate to bill for 90 minutes of labor AND a trip charge when the workers are only at the work site for 60 minutes.Desired SettlementWe were told that there would be 1 worker coming; the company sent 2. 1 of those 2 workers didn't actually do anything, since it was a 1-person job. We timed their visit at 1 hour exactly; the company billed us for 90 minutes. That isn't appropriate. We should only be billed for the work that was done, which in this case would be 60 minutes of 1 worker's time. Business Response /[redacted]/Firstly let me apologize for any misunderstanding, however there does seem to be some inaccuracies contained within the complaint.I have checked with the member of staff who took the work order; there was never a specific conversation with the client about only sending one person, this simply didn`t happen, no client ever uses language like "so, you`re only going to send one man because I don`t want to pay for two" - the client`s major concern was that we send a licensed Electrician as she was very concerned that "one light over the kitchen island has a wire hanging down" It would have been more labor intensive and frankly impractical to have only sent one man, and ultimately more expensive for the client. I have also double checked with my Electrician (who has been in the profession for over 30 years) he told me it would be impossible to install 3 pendant lights in 60 minutes, the lights had to be assembled, wired and hung - one man assembling, one man installing.Since 2013 we have worked for the client on approximately six occasions, so I`m confused as to why they`re questioning our trip charge - it's always been $76.50 and in the past they`ve always paid it. As a gesture of goodwill (based on customer loyalty) I offered the client the discount of 20% and was prepared to negotiate further by deducting another $50.00 off the invoice, but unfortunately the client chose to hang up on me.Sincerely,Bud Matthews

Initially I was informed me there would be a $76.50 visit fee. Following the visit I was charged an additional $50.00 fee. I was informed of a $76.50 visit fee. Was then charged an additional $50.00. The technician (via the company receptionist) informed me this fee was because he gave me an estimate for another potential job. In conversation with the owner, he said this fee was a basic charge for coming out and looking at the appliance and consisted of a 50$ per 20 min labor charge. No service was rendered. The appliance was not fixed, as the part was not available. I contest the $50.00 charge. I will pay for the visit fee only. Desired SettlementI will pay for the initial visit fee of $76.50. Business Response /[redacted]/Ms [redacted] was totally aware of our rates both from my office staff and the tech who came to her house to look at her washer (it needs a water valve) and her ductwork (it needs to be replaced)My tech was at her home for over 40 minutes. We even called on her on the morning of the 3/24 to re-confirm the price of repair and parts (which she told us to order!!!)it was at this point she informed me she had found someone else to repair the ductwork, she also said she was not happy about the price for her appliance repair. I have sent her a bill for our minimum charge for the diagnosis on the washer, plus the time to evaluate the ceiling/ductwork - I have since had to return the washer part (again, which she told us to order!!!) If the bill is not paid in full by Monday 3/31/14 I will turn her over to our collections agency. Sincerely,Bud Matthews.

Replacement of a non-functioning icemaker.I called to ask if Bud Matthews fixed ice-makers and was told they did this all the time. The person who answered the phone agreed to send someone to the house to look at it - but obviously, it was not working. No questions were asked, such as, how old is the refrigerator, does the machine make ice if you put water into it manually, is it getting water, when was the filter last changed, etc. No terms or conditions regarding fees were ever mentioned on the phone. When the tech was here, he remained for perhaps ten minutes, while I was mostly present; he left, having said the ice maker was not working and I would be called with a quote. Later, I put water into it, and it made ice. I determined how long it has been since the filter was replaced. A day later, they called with a quote of $400, which I could pay or I would be required to pay an ca. $75 trip charge. I am of the opinion that I should have been told beforehand what Bud Matthews' precise charging procedures are - this is what I am accustomed to having happen with all repair services. Fees are explained beforehand, precisely, and it is not the least bit uncommon either to be told what a possible or likely repair might cost beforehand. Certainly in the case of an icemaker, this does not seem unreasonable with regard to parts that costs half as much to replace as a new refrigerator costs altogether and which fail for pretty concise reasons. My objections to this situation were met, on the phone when I was first called with a quote, with a rather sarcastic "Do you want to repair it yourself"; and the second time, with Bud himself, with a talk that quickly deteriorated. He was incensed when I asked why his staff, when I first phoned, did not explain specifically how a repair process works. "Did you ask?" he said. During the first call about the quote, I was told they are not required by law to state their policies. I do not know if this is true or not. Bud was angry that I would have challenged how an initial phone call like this with his office staff takes place, who are "not technicians" and don't have, he said, 30 minutes to spend on the phone. My feeling is that it would have taken 90 seconds, if that, to explain specific fees and procedures. (I am happy to grant that, in the case of a major non-functioning appliance, what kind of repair might be necessary is not easily guessed at beforehand, but a non-functioning ice-maker is a specific problem with 4-5 specific causes. A "worse-case" scenario is not rocket science.) I have never encountered a service that does not explain, in an initial conversation, their policies. When I continued to ask why the person who first answered the phone explained nothing about "rates," etc., Bud became very angry that I would criticize his office staff, who do "an outstanding job," "don't even go there," "You aren't listening to me," and "I will see your [redacted] in court." I do not like being yelled at, and, regretably, didn't myself respond well verbally. I had told Bud earlier in the call to send me the visit invoice, I would pay it, but that I would complain to the Revdex.com.It troubles me, too, that I myself can see, (1) no water is going into the ice-maker, and (2) when I place water in the ice-maker manually, it makes ice. This makes me wonder about the diagnosis in the first place and at least raises the question of a quote for a repair of parts that may not all require replacing.A previous complaint (2014) makes it apparent that I am not the only one who has experienced a lack of clarity about Bud's practices, but it's most relevant to note that the complainant states that he or she was TOLD on the phone beforehand about the initial "visit" fee, and Bud himself, in answering the complaint, insists that Ms [redacted] was "totally aware of our rates both from my office staff and the tech who was at her home." Neither occurred in my case - I was neither informed (1) on the initial phone call nor (2) by the tech at my house regarding any fees.Desired SettlementI believe at this stage - since I will not call Bud Matthews for any service again - I would like a clear acknowledgement that they should explain briefly, to any potential customer calling, exactly what their billing procedures and practices are. Beforehand. I have no idea why they do not do this. Bud will likely say that I have used them before (very sporadically), 3-4 times in 30 years (?), and so I should have known their conditions. But this doesn't change the fact that, upon an initial call to their office, they apparently do not (alwatys?) volunteer this information, and their repeated reaction to my unhappiness, "Did you ask?" is one I have never encountered. As resolution, I would like their acknowledgement that they have a professional and ethical obligation to explain, beforehand, their standard business and billing practices. When Bud acknowledges that this should have happened in my case, and sends an invoice, I will pay it, but certainly not call them again and wish to have my compaint about this on the record.Business Response /[redacted]/Firstly let me start by saying my office has actually done extensive research on how other service companies (our competitors) operate, and contrary to what Mr. [redacted] believes, its very normal procedure for the phone dispatcher not to quote rates over the phone. It's industry practice to engage only in the pertinent facts; namely collating the clients name, address, brand of appliance and specific problem with the appliance. Should a customer ask for our rates we absolutely tell them, as Mr. [redacted] correctly notes we have often done this in the past and continue to do it if asked, some customers want to know exactly what the initial visit will cost, some clients just want the repair made and never ask about the cost - it simply depends on the circumstances, and just to clarify there is no law that states we have to. We have nothing to hide, the fact is Mr. [redacted] didn't ask, nor did he give my staff member any other specific information other than saying "my icemaker is not working" if he had asked to speak to me directly to explain the symptoms and go through diagnostic trouble shooting over the phone I would have been more than happy to do so - he didn't. It defies logic that Mr. [redacted] (who admits to using our services in the past) would not at least causally ask if our rates were the same? He had already told me (in no uncertain terms) how expensive Sears were. Maybe he was having a bad day, but I really got the impression he simply wanted an argument.I stand by my tech's diagnosis, everything he saw points towards a defective inlet valve and ice maker. My other dispatcher said he was met with such dismissive aggression when he quoted the repair cost he thought he was being helpful by suggesting Mr. [redacted] may like to try repairing it himself.It's true to say Mr. [redacted] and I became a little heated during our conversation, mostly due to the fact he constantly interrupted me, ending his crescendo with [redacted] Bud"Sincerely,Bud Matthews.