TEMPLE, Texas — 6 News is following up on a Temple home owner who is battling with communication problems from a repair company, leaving him in frustration.
Paul Lopez says the challenges began after a tornado damaged his property.
"The screens on two windows are torn, a light is broken and doesn’t work, the air conditioning fins are bent, and the fence is damaged," Lopez described the state of his property, which still showed signs of the storm's aftermath.
Lopez chose a contractor recommended by a neighbor. Despite paying for the repairs in July and seeing initial progress on his roof in August, other promised work remained incomplete months later.
By November, after repeated attempts to contact the company through calls and emails, Lopez had yet to receive any updates. That's when he reached out to 6 News for help.
6 News is not naming the company at this time. When 6 News contacted the contractor, a company spokesperson said the delay is due to the prioritization of roof repairs following the tornado.
They claimed a follow-up visit was scheduled, but Lopez said he was never informed of this until 6 News called.
After 6 News reached out, Lopez confirmed people did some work. However, it was left incomplete.
6 News reached out again about the unfinished work. A few days later, Lopez says more work was completed. The company later responded to 6 News saying, "The work is 100% complete."
The home owner's primary frustration wasn't just the unrepaired items but the complete lack of communication.
"I've seen you guys' stories in the past and I thought to myself, well, let me contact them, and they, they have progressed, you know, little by little it's like it's been like pulling teeth actually," Lopez told 6 News. "The frustration is that they're a company. Customer service should be number one on the priority list."
Lopez says the turning point came when he reached out to the 6 Fix team. Suddenly, things started moving. Screens were replaced, the light fixture began working, and minor repairs commenced. The issue at hand though is that the company still hasn't directly contacted him.
His final message was simple. A monthly check-in, a brief communication, would have prevented the situation.
Lopez says he still has questions about some of the work in the contract and the fencing job.