Goodman B Duke General Contractor Inc

Service Provider Response

I have given some time and thought to the following response. There is a part of me that wishes not to dignify such a preposterous, personal attack on me, my crew and our business as a whole. But in these times, when your online reviews are so critical to the future of your business and it's standing, I have to set the record straight. I make a special effort to accommodate Angie's List members. When contacted, I respond and do my best to estimate what their particular project might entail. EVERY job is different, and it is almost impossible to anticipate what will be involved to achieve the desired outcome. I try. In the case of this customer, I was informed that he had built this house...did everything. For the most part, not bad, but needed some baseboard installed, doors fixed and some painting. Why, after doing all this work he was suddenly incapable of completing it was one underlying question, but sure we can take care of it. We began with the carpentry, as that would be the proper procedure. It is true, it took a while to find a time that suited my schedule and the customer's due to our obligations and the seasonal holidays. Upon starting, it was apparent there weren't enough materials on site to do the entire project, and I purchased what was necessary to do so. While this was in progress, we couldn't help but notice the customer began consuming beer around 10:00 AM, and kept at it for the rest of the time we were there. There were a number of issues with the repairs that necessitated completely taking things apart and putting back together properly to make function. Set of exterior french doors as well as at least two interior doors. As far as the painting went, I did not feel comfortable having just one man on the job as there was alcohol involved and a number of firearms present. There were also a number of very heavy pieces of furniture to be moved, and the customer was extremely picky about every detail. We completed the project to that point, and I sent a bill. The bill was roughly $2800. I explained the reasons for the overrun, and it was agreed and paid. There was some back and forth conversation regarding the amount of time taken, and his stating that he could have done it a lot faster, but as with the claim that he had done everything else, I simply said that perhaps he should take care of it next time. Then I was asked to help with some plumbing repairs. I said I could give him the name of a plumber, but he wanted me to handle it. So I called the plumber and set things up. The plumber called me after speaking with the customer, and asked what was going on. Must have called late in the day, and not much sense being made. I explained what we had witnessed, and suggested earlier to be better. He made the appointment and spent approximately 2 hours repairing faucets that someone had tried to fix, but put together backwards. Springs and washers were necessary in the repairs. The specific ones for specific faucets are not cheap. My plumber charges $175 for the first hour, and $75 for each additional. I don't know what a national rate is or how it applies. It was the plumbing bill that set the customer off, and court action was threatened by him. This was bizarre, but I thought we reconciled it and that all was good. Then I read this review, and so, to the best of my ability to recall events, and try to explain an irrational accusation, as well as trying not to respond in kind, I hope this sheds some light on this situation. Everything we did was done well, and was approved by the customer. At no time did any of my men stay one minute more than necessary. No amount of padding the bill or overcharge was rendered. I am troubled to have to go this far with an explanation, and don't make a practice of telling tales on any of my customers, but I have to defend my reputation. I am sorry it reached this point. I also wish my customer the best, and hope the work we did holds up as it should, and that he finds peace within himself.

Service Provider Response

Okay, first of all, I have reached out a couple of times to resolve the outstanding issues to no avail. There were some omissions that are relevant to this review...Materials, including grout and sinks, as well as paint were supplied by the owner. We applied and installed as directed. there were issues of access that were overcome in the process, and I bear responsibility to not following up on a certain level, but the initial price point was set by the owner. On a certain level, this is by design. There is an offering of an amount of time with an hourly rate. Customers choose what they want to pay, and then assign the task. This does not always comport with reality...in fact, rarely. So I don't assign blame to the owner in this case. I have explained to her that there were costs associated that exceeded her expectations by over $450. That could be one reason for the lack of response. Who knows, but, I try to convey this as each inquiry comes about...perhaps I didn't this time. We sincerely attempt to satisfy all our customers, and particularly our Angie's List customers, but sometimes we are unable to do so. Apologies to the effect, and I stand willing, in spite of the differences we appear to have at this point.

Service Provider Response

Thank you [Member name removed]. It was a pleasure serving you and your family, especially given the service your family has given to our country. I can speak for many in expressing that thanks, and wish there were more I could do to express my gratitude. A good job is all I've got, but happy to do it.

Service Provider Response

Thank you, [Member Name Removed]! So nice of you to think of us after so much time has passed. But, yes, I too look back with fondness and pride at what we accomplished. It was a job with a number of challenges, and although we had a very nice plan, there still were a lot of decisions and otherwise "customizing elements" that had to be decided on, and executed as we went. You and Tom were a pleasure to work for, and with. Thank you again for such a nice compliment!

Service Provider Response

I am always sorry when things don't go well, or there is some issue or misunderstanding. This one is quite interesting, and I sincerely hope we can back up and get things straight. The scenario went as follows: I received word that the customer wished to have a major renovation done, and not only that, but some years ago, we had done work at her house. I contacted her immediately, and asked if it would be okay to come right over. She said it would be fine, but before I arrived, she called and said the weather looked threatening, and could we do this at another time? I said yes, and a couple of weeks went by. I did not save her number, but remembered the address, so that Friday afternoon, I took a chance and knocked on her door to reiterate my willingness to evaluate, and hopefully do the work. She answered, and said it didn't suit at the moment, and that she had been recovering from a major condition, and she was not up to it, could we do this in the next couple of weeks? We talked for a while and I should have been more precise about what I was supposed to do. It is true, we have been extremely busy, and time slips from me from one week to another, but mostly, I didn't want to be pushy. I apologize for what seemed like inattentiveness, but that was not my intent. I would be more than happy to re visit, and will do my best with pricing, and a stellar project if given the opportunity. I await your response. Thank you, and I sincerely wish you the very best, and also that your health is the very best.

Service Provider Response

I sometimes forget to say thank you for your positive messages to other Angie's List subscribers. We do our best everyday, and strive to please our customers at every opportunity. Thank you, Hank. It was a pleasure meeting you, and doing business with you!

Service Provider Response

Thank you [removed members name]. You and your family were wonderful! We enjoyed being of assistance, and hope to be back again for further projects.

Service Provider Response

My apologies to (removed member name) as far as seeming to not communicate. I visited the site along with her, another contractor, her real estate agent and a home inspector. We spent 2 hours looking over the property and what was needed as well as what was desired to be done. At the end of the meeting, the issue was raised as far as septic and well location and whether the home would qualify for the type loan she was seeking. From a visual standpoint, it seemed doubtful. I received the bid package a few days later, and was asked if I would submit a bid. I replied, as stated, "will do". I had a chance to work on the bid about a week later, and asked in an email whether the well/septic issue had been resolved...that's when I was told it was none of my concern, and that (removed member name) was upset. I am a "hands on" contractor, and actually perform many of the tasks we are involved in. If an impression was given otherwise, then for the record, please know: I take care of my customers first, and as time permits, I attend to future customers and jobs as far as bidding projects. I do this in a timely fashion, but in this case, not fast enough. (removed member name) said she had received other bids, and I wish her and the contractor she chooses the very best.