Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:14/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired TFK to do renovations on our house. TFK did not deliver on what they promised. Work is incomplete and below standard quality. Tried to talk to the owner but he only says that we are just looking for a discount and that he refuses to return to site to do rework as he believes we will not pay a balance of $1800(1% of the contract) that he says we owe. We have paid TFK over $100,000 for work that is not complete or is absolutely poor quality. They rebuilt the stairs to the basement that has left all the riser heights at 7.5” except for the last one is close to 10” which has caused a major safety concern.
  The owners last email took 3 weeks to respond to my email about getting the work fixed. His response was that I was looking for a discount and assumed I would not pay the balance. Did not want to discuss anything in the contract as it was too late to discuss. I brought up a few questions about the charge of $2000 for a site garbage bin that never actually came to site, and another charge for $2000 for a cleaner that didn’t clean the house, and another $2200 for a carpenter to cut doors that was already charged to us in a previous line which included hanging door and figment. Some double billing and charges that there is no substance. TFK owner went on defence and will not return and warranty has been voided. Absolute crooks.
  
  Want billing adjustment, want payment to cover another contractor to finish their work. Can’t trust them now.
  Photos are of damaged hardwood, crack in ceiling from their repairs, risers on stairs patched and painted over, over cut of wood treads, cracks around windows.

  

  Business Response

  Date: 16/08/2023

  Hi ******, 
  
  
    I'm truly sorry that this renovation soured at the very end. It's a shame it came to this. I actually enjoyed working with you and ***** on this project. We got along right up until the last punch list. I tried really hard to make you happy and get this project completed to your satisfaction. My schedule shows 10 return trips by my staff, 2 return trips from my carpenter and a return trip from my painters. We had 2 final walkthroughs together to go over the issues prior to those return trips. I even paid the painters out of pocket to paint your ceiling, something that your previous contractor had messed up. I had no choice but to walk away from this when you mentioned you wanted discounts on your last bill, disputing charges that were already agreed upon. 
  
  
    Trying to complete a renovation for a client that had such a bad previous experience with another contractor is quite the undertaking. I hope that you get some resolution from the other contractor that you are suing. I don't blame you for having resentment towards another contracting company after what happened to you and your family but I'm glad you guys are finally in your dream home, after waiting so long to get back in there. 3 years is a very long time for someone to wait out a renovation. I'm glad I was able to pick up his mess and get this done for you and your family.
  
  
     Calling my company a complete joke, calling my staff incompetent and to rate us a 1 star is obviously an over exaggeration based on emotions. Surely you only said that to try to ruin our reputation.  We complete around 40 renovations a year. Kitchens, bathrooms and basements. We take on the most complex jobs involving structural beams, multi beam set ups, basement developments, so your comment about our company being a " a kitchen install company trying to be a full renovation company" is absurd.
  
  
  
  I hope all goes well with you and your family and you enjoy your new home for years to come.
  
  
  ******
  
  

  Customer Answer

  Date: 28/08/2023

  
  
  Complaint: 20464758
  
  
  
  I am rejecting this response because:

  The issue has not been resolved. They responded in a threatening manner with no resolution as they have not completed the work, provided no warranty and have all the money for the project.
  

  
  
  
  
  Sincerely,
  
  
  
  ****** **********

  

  Business Response

  Date: 29/08/2023

  This client is unwilling to pay the last payment after multiple (10+) return trips to satisfy him. 

  Customer Answer

  Date: 31/08/2023

  
  
  Complaint: 20464758
  
  
  
  I am rejecting this response because: We have been waiting patiently since December for TFK to complete the work we already paid for. There is several items that are left incomplete and some with major safety infractions. Are basement stairs were built by TFK and the height of the steps was left with the bottom step being almost 10" high with the other steps being at 7.5" high. 

  The ceiling they repaired is now cracking and will have to be completely redone. 

  The stair spindles are crooked and misaligned.

  Stair treads were over cut and some treads were glued back together to hide mistakes.

  The stair risers cover were left with putty and paint to try and cover the improper work. 

  Closet doors are warped and need to be replaced. Contractor said they were good enough.

  As TFK about multiple line item costs that were added to the project but never materialized. TFK replied it was to late to bring that stuff up.

  Basically the workmanship was complete shit and I have to look at it every day. The stairs are a major safety issue as they built them from scratch but the stair height ranges for 7 - 10 inches. I've had people fall while using these stairs are they don't expect the major drop at the end.

  There is paint runs, baseboard and crown molding seperation.

  We made the mistake of paying 99% of the contract but they did not complete the job like they promised they would. Basically did not deliver what they promised , did not complete the scope of the job, falsified items on the invoice and charged us for them. 

  The owner makes claims of TFK returning to site. Any time they should up to site, was to look at a problem that needed repaired but did not do anything as they needed to come up with a plan.

  They lowered cabinets as they forgot to install a spacer between the cabinets and ceiling. They ended up cutting the side of the kitchen side panel to sit over the kitchen tiles. This left the side exposed and unsightly, leaving a large gap between the cabinet and wall with electrical under cabinet lighting wires exposed. 

  
  
  
  
  Sincerely,
  
  
  
  ****** **********