ComplaintsforBigfoot Construction

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed a proposal for replacing the roof on our home on 3 July 2021. Provided a personal check for $970 (deposited 7 July 2021 according to my bank) 'upfront'. After several months with no communication, we reached out via email in September to ask for a ball-park start date at which time we were told within 2-weeks (weather permitting). 2 full months later (including several weeks of good weather), we reached out again via email to request the project be cancelled and our money refunded. The reply received indicated that the company was doing it's best to finish all the projects on their schedule but if we wanted to cancel, they would refund the money. Since replying that I did indeed wish for our money to be refunded, we have received no further correspondence from the company and several calls to several different phone numbers listed have gone unanswered (and the voicemail boxes are full). I have every email sent and received (including the email in which their representative stated they would refund the money), the original signed proposal, and my bank records showing they cashed the check within days of receipt all available on request. Until they are needed, I won't be uploading them here.

  Business response

  07/06/2023

  Hello ******* 
  
  We apologize for the delayed response and any inconvenience caused by our former salesman. We have thoroughly investigated the matter and we have taken full responsibility for the situation and have issued a refund (in 2021) for the amount paid, along with an additional $200 for the inconvenience.
  
  We understand that this experience may have left a negative impression, and we would greatly appreciate it if you could consider removing any negative reviews you may have left. 
  
  At Bigfoot, we take pride in providing excellent customer service and ensuring that our customers are satisfied with their purchases. We hope that this resolution has remedied the situation.
  
  Thank you for your patience and understanding.

  Customer response

  07/06/2023

  Better Business Bureau:
  
  The delay cost me more than $1000 (in increased labor and materials costs, due to the COVID pandemic) than what I was originally quoted by Bigfoot. I appreciated the refund (though it took me threatening legal action to even get that) as well as the $200. I'm also genuinely glad they claim to have resolved their issues; however, my complaint was not directed at one person but rather the entire company. Phone calls went unanswered, voicemail went unreturned. Emails were unanswered. I find it hard to believe this was all due to one individual. Due to the increased out-of-pocket costs I incurred as well as the months of stress trying to even get someone to acknowledge me at Bigfoot, I will be keeping my complaint.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩