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:11/09/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Price of labour for bathroom changed from $25 and $40 an hour to $40 and $65
  Paid for windows and installation in August 2022, has not been back to install windows
  Has promised for over a year to do a job in the basement, still has not completed the job
  Would not give a receipt for the generator he has purchased, instead of going through warranty I had to hire a technician to fix

  Business Response

  Date: 13/09/2023

  In response to this claim
  

  She was made aware of the estimate typo regarding hourly rate she was OK with it. We never had one issue with this client during the bathroom renovation. She left a good review on our ******** page which has now been taken down. We agreed to replace some windows in our house, but it was winter so we waited till early summer late spring to do it because the weather, our first two attempts we could not fulfill the job. We said we would have to reschedule, but we have been extremely busy and it has not been a summer full of great weather. She also requested that we fix the basement structural issues which I told her we may not have time for it but will try our best to get you. We had no contracts no money exchange and nothing that would tell somebody that they were tied to us in anyway. We decided to part ways from this client after she texted us at 1 AM on a Saturday, explaining that we treat her different because she is a woman. We are unprofessional because we have not done the basement or the windows we have offered a refund for the windows. We have text messages back-and-forth that show us telling her because the weather we cannot get the windows installed, showing her texting us at 1 AM with outlandish claims. Those can be attached to a separate email at any time you would like them. I will be stuck with her windows in my inventory and out $1500 if she excepts this refund and she’s telling me is not good enough but I don’t feel we’ve done anything wrong or treated unfairly whatsoever. It’s unfortunate that the weather is not cooperating and we have other jobs that we’ve committed to which is tying us up and not allowing us to get back to her job, but we are not a big company. I do not have 20 guys that I can spread out all over the place to accommodate jobs and get pushed back because the weather.  Along with all of this, she also fails to mention she was happy with the bathroom and happy with the quality work and happy with the timeline. We helped her out when she wanted to buy a generator we picked the generator up, made no money off the generator and delivered it to her house for free 45 minutes away. She claims she never got the receipt. She got the paper receipt. The electronic receipt on my **** ***** account was so far back. I was having a hard time getting it. I was in contact with **** ***** trying to retrieve the receipt, that wasn’t good enough for her. We build a generator box for her at Cost. 

  Customer Answer

  Date: 13/09/2023

   I am rejecting this response because:
  First of all there was not a typo regarding the hourly rate, he told me those verbally, and did not correct this hourly rate or estimate to me until I received an invoice that was much larger then what he (verbally) quoted.  The review that I left on ********, was for the first part of the bathroom renovation (shower surround and tub) which was a fair price in line with the estimate that he gave me.  I asked if they could replace the windows and he agreed that he could take on this work.  I also asked him to look in the basement which need repair, he did complete one side of the house and said he would be back to complete the rest.  He completed the work on the bathroom where the price of labour changed from $25 and $40 to $40 and $65, resulting in a much higher total than he had quoted  The flooring and the vanity I had already paid for.  The only thing that they had to purchase was the shiplap and trim.

  As you can see by the invoice, I paid for the windows and installation in August of 2022, however he had agreed to take on the windows and the basement when in July, which was far from winter, he then kept putting the work off UNTIL it was winter.  He then told me it would be done in the Spring.  When I started asking in the Spring regarding the work, he scheduled the windows for May, and did not come at the specified time.  It is now September and he has had the money for over a year without completion of work.  

  The basement he said that it was imperative that I have completed as it was not in good condition, when he did not do it last fall, he assured me that the windows and basement would be done in the Spring, again when I started asking about a scheduled time, I got excuses and lies and was promised it would be done by fall.  It is now fall, I understand that he is busy, but I believe this should have been completed before taking on new work that he feels is more important and lucrative then mine.

  In November I paid $2000 for the purchase of a generator, delivery, installation and a wooden box to house it, he called me back to offer a different one that was less money and had an electric start and I agreed.  The box was made and generator delivered, however it didn't work, he tried a few times to get it operable and declined to work further on it.  I have been asking for the receipt so I may take this task on myself and contact the manufacturer.  At no time did I receive the paper receipt for the generator.  He claims that **** ***** will not supply him with one, but again I was left waiting and waiting while he made excuses.  I have finally called in a technician but I will need to pay for it out of my pocket instead of warranty ($315).  He also made money on the generator, the generator itself was less than $1000, that left $1000 to build a box and pay for delivery. It has been over 6 months since I asked for a copy of the receipt, he says the hold up is **** Depot, but I find it difficult to believe **** ***** would take 6 months to produce a receipt.

  Have I gotten emotional at times?  Yes, he told me it was imperative that I have it done, that a big rain may wash the basement out.  So every time it rains hard I worry that I am going to lose my investment in my house.  Am I frustrated that I paid for a window installation OVER a year ago and it is not completed?  YES

  When he first came he seemed to have my best interests at heart, thought we had a good relationship, and I naively didn't ask for a lot of quotes, just told me the labour rate which was fair.  When I received the final bathroom I was in shock, but didn't say much because I didn't have a quote in writing, and I didn't want to deteriorate our relationship.  However, his lack of professionalism and lies and excuses are unacceptable. 

  *** texted me after he received his notice from BBB, offered to refund the money for the windows and a low ball installation fee.  That is not acceptable