Shanco Companies

Review: Contacted [redacted] three times to get their cost estimate. He promised to have it the next day or so each time. He failed to provide any estimate after multiple promises over a 4 week period.Desired Settlement: Be honest with customers up front.

Business

Response:

Unfortunately we did drop the ball with this customer. Our representative got busy and neglected to follow up with this customer in a timely fashion to provide him with the estimate that was requested. Our rep has been reprimanded and we hope to avoid and further issues liek this. We are incredibly sorry for this mistake as we do strive to keep all customers happy. Sadly we have fallen short this time around. We will be following up with this customer via email and telephone to express our apologies.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This entire matter could have been avoided had the representative simply said they were too busy or the job was too small. Instead we were told several times that an estimate would be sent the next day or so. Consider the the issue over. Thanks for your assistance in this matter.

Regards,

Review: After inspecting tree damage to the detached shed at the above location, Shanco proposes the following work:

DEMO/REMOVAL:


Remove existing shingles, damaged roof deck, framing and cedar trim, and haul away the debris.

Cost: $103.00

FRAMING:


Furnish and install new 2x4 framing for overhang, and ½” OSB plywood for deck replacement.

Cost: $185.00 (here they did not install new framing and deck for the overhang they used part of the old framing and overhang)

CEDAR TRIM:Desired Settlement: I do not want them contacting me any more

Business

Response:

We do acknowledge that there was some confusion with this customer as to the details of the contract. And we certainly apologize for any confusion. We replaced a shed roof for this customer. We contracted to remove damaged framing and replace that with new. We never intended to replace ALL the framing only that framing with was damaged and needed to be replaced. There was an issue after completion of the roof replacement with the way the shingles were attached with nails rather than staples. The customer expressed his dissatisfaction with that and we had a crew remove that roof and replace it with an entire new batch of shingles and staples. At that time, we were under the impression that all was well. Unfortunately we tried several times without a response to contact this customer to be sure he was satisfied with the job. Even going as far as to saying to him that if there was anything else that he had issue with, we would be happy to discuss. He never responded to our emails or calls until the day we received an email stating that he would be paying his final bill but not to contact him again. As the bill has been paid we no longer need to communicate with the customer although we never wish to have a customer that is displeased with the services they received from Shanco Companies. As previously offered, we would be happy to discuss any issues with this customer and be sure that he is 100% satisfied. We pride ourselves on the ratings and reviews we receive from our customers.