Beware Paid Site Not prepared fee
Automated times for arrival changed 6 times during the day - from 11:00 am to 1:00 pm to 3:30 pm to 5:30 pm to 6:30 pm to 7:00 pm. I had a professional on site all day to assist with the company with questions because this stuff is foreign to me. He had to leave a 5:oo pm hence I was unable to answer their questions. Then they told me my site was unprepared although the posts were marked with stakes and the ledger board on the house identified. Told me I had the wrong sono tubes - never did they tell me to get sono tube size 1 or 2. Then I got dinged for a $700 fee for the site not being prepared. Marlene (in the back office is very nice) knocked the price down to $350 but I didn't pay because I was on holidays. Surprised to receive an email from a collection agency with a $75 added fee and late fee. I have never paid a late fee in my life and I own my own home, car and cottage so to be dealing with a collection agency was very foreign to me. It was an exasperating experience. Be very careful - sweet on the outside but sticky to deal with. The multiply clicks within the website to find info is a bit sneaky. Look else where for a post hole company.
- Approximate cost of services:
- $467.00
- Company Response
Thank you for sharing your feedback. We understand your frustration, but we’d like to clarify a few important details. Our appointment confirmation and preparation guidelines, including sonotube sizing and marking locations with paint, were clearly communicated and confirmed by you. The estimated arrival time updates were provided to keep you informed, given our wide window for potential arrival times, with a commitment to call you an hour before arriving.
On the day of service, our crew found that only the edge of the corner footings were marked, and the site was not fully prepared as instructed. Additionally, the incorrect sonotube sizes were purchased despite clear instructions on how to purchase the correct size.
As per our policy, which was made clear at the time of booking, we charged a fee for the time and resources spent traveling to an unprepared site. You acknowledged these errors and agreed to settle the payment the same day. We extended additional time for payment, but after multiple attempts to contact you via phone and email, and warnings regarding the involvement of a collections agency, we were left with no choice but to proceed with collections as previously outlined.
We strive to maintain transparency in all communications and expect the same in return. While we regret that this experience didn’t meet your expectations, it’s crucial to adhere to agreed-upon terms and conditions to ensure a smooth process for everyone involved.