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| Author: | windowshopper |
| Subject: | BBB Report |
| Posted At: | 2004-10-02 22:03:08 |
I am looking at a company who has a satisfactory record with the BBB and is a BBB member. Here is the report results.
Closed Complaints 1-12 months (7) 25 - 36 months (2)
Made every effort to resolve 1-12 months(3) 13-24 months(1)
9 closed complaints and 4 made every effort for a total of 13 but they say all complaints have been resolved.
They say this number of complaints is not unusual for this type of business. It would seem like a lot to me.
Types of complaints:
(1)advertising (1) credit or billing (2) product quality
(2)customer service (2) repairs or service (1)warranty
(2) contract issues (1) delivery (1) selling
The company has been been in business since 1963
Should I be concerned about doing business with this company?
| Author: | Richard Kaller |
| In Reply To: | BBB Report (posted by windowshopper) |
| Subject: | RE: BBB Report |
| Posted At: | 2004-10-03 05:20:37 |
If the contractor is installing one contract a week then the 9 complaints equals 18% which is pretty ugly.
If they install 500 a year then we have 1.8% which is not bad. It is actually pretty dumb for someone to have unresolved complaints at the BBB. It may say something about the management of the company.
However to be fair your list reads that most of the complaints ARE NOT CONTRACTOR RELATED but possibly manufacturer related, or communication issues, not defective window issues. There may only be 1 real product issue on the list.
To gain the necessary trust and confidence to proceed I would present your findings to the company and get their side of the story. A legitimate company will be more than happy to reveal the facts if a job is in balance. If they give you the mumbo treatment…then say to yourself “next.”
To protect yourself make sure your contract includes everything that you have discussed or was promised to you. Make sure the contract includes step-by-step installation instructions or refers to manufacturer’s specifications for installation of which you have a copy.
Don’t make the final payment until the windows are installed per the agreement.
Richard Kaller
| Author: | Richard Kaller |
| In Reply To: | RE: BBB Report (posted by Richard Kaller) |
| Subject: | RE: BBB Report |
| Posted At: | 2004-10-03 14:12:14 |
Sorry…made a stupid mistake with my calculations. They assumed a one year time span. We need to look at how long has the company been in business and the years the complaints were lodged.
The 9 complaints could be a very tiny of the fraction of windows installed by this company.
Richard Kaller
| Author: | Guy |
| In Reply To: | BBB Report (posted by windowshopper) |
| Subject: | RE: BBB Report |
| Posted At: | 2004-10-04 14:25:05 |
I agree with Rick. I think what you see on the BBB is sometimes a bunch of Hog Wash. One crabby old customer who is never happy can take you down with a Scud Missle!!! I know I can speak for most the business owners here on this site. We really do all we can to resolve any issue a customer has. I know I personally take care of any service issues myself. This way I have a first hand dealing with the customer. Most the time it's a lack of educating the customer. They have a question and some one never takes the time to call back and explain. The customer gets pissed off and never gets over it. One thing I can say. Is the BBB is really pretty fair when it comes to any issues. They weigh all the information and close the case if the feel the customer is not acting in good faith. So you can see it's a hit and miss deal. Like Rick stated most the complaints were in advertising or sales. This is just a misunderstanding more than anythin. The service and warranty issues most the time fall on the manufacturer. The needed parts get ordered and take a year to come in. So I would sit down with them and discuss these events before forming any opinion on issues. Good Luck!!