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:06/09/2025

  Type:Service or Repair 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.

  9/2020: I had a full bathroom remodel costing $18,770.00. About a year later, I had hard water stains that I could not remove from the floor grout. I reached out to Expert Home Builders (EHB) and asked if they could help me clean it and seal the grout. They would not seal the grout and told me that it was not advised. They showed me how to remove the buildup with a razor blade. I did this several times and then could not remove it again, so I reached out again. They agreed that it looked pretty bad and regrouted it at their cost. The ******* mixed the grout color himself and it did not come out in a uniform color. At the same time, he regrouted the wall tile as a chunk of the grout had fallen off. Replacing the grout on the walls revealed that most of the wall tiles had large cracks in it (and now the dark grout was sitting in the cracks of the white tile, making the cracks very pronounced. After almost 6 months of texting back and forth, and sending videos and pictures, they sent out 4 people to look at the issues, they told me that the entire shower needs to be demolished and completely retiled. The new estimate (with a 10% good customer discount) was for $27,500.00. I told them that they were not taking any accountability and asked what the warranty covered. They told me it was 4 years for labor, but wouldn't cover materials since I bought the tile (which I did not, they brought the tile). They should have sealed the tile initially, and when they came to replace the grout, they should have removed the old grout completely). So, they are not standing by their work, repairs or the materials that they provided. The process to get to this point has taken almost 4 years of texting back and forth with many instances of no responses, or promising a response within a week that would take 1-2 months and me texting to receive a reply.

  Business Response

  Date: 06/11/2025

  To Whom It May Concern, Thank you for the opportunity to respond to the customer’s concerns regarding a bathroom remodel project completed in August 2020. This project took place during a time when the construction industry was facing widespread material shortages and logistical delays due to the COVID-19 pandemic. As a result, many of our clients during that period opted to source their own materials, and it was our understanding that this arrangement applied to this project as well. Upon further review of the project records, we acknowledge that the customer did, in fact, select tile from samples provided by our team. We appreciate her clarification on this matter. The first communication we received regarding any issue with grout was in Feb. 2024—over four years after the completion of the project. It is possible that the customer may have attempted to contact her project managers directly; however, those individuals are no longer with our company, and no messages or formal notices were relayed to our main office until Feb 2024. We visited the property to assess and address the grout issue. Our team noted only hairline cracks, which are commonly expected over time due to natural settling of the home, environmental changes, or seismic activity—especially over a four-year span. We performed touch-up work as a courtesy, despite the time elapsed and the nature of the concern. Following this visit, we did not receive any further communications until additional concerns about new cracks were raised. It is important to note that this project was permitted and passed final inspection by the local city inspector, confirming that the work met the required building standards at the time of completion. As a general contractor, Expert Home Builders does not manufacture or warrant tile or grout materials, nor are we a specialty tile company. Our warranty pertains to the labor we perform, and there is no evidence indicating that the original cracking resulted from faulty workmanship. Based on the timeline and the nature of the issue, we believe the cracks are consistent with normal wear and tear or external factors beyond our control. Nonetheless, in a gesture of good faith, we offered the customer a discount to assist with a potential repair or rework. Unfortunately, this offer was declined. At this time, and given the age of the project and the circumstances described, Expert Home Builders cannot offer further warranty or compensation. We remain committed to quality workmanship and customer service and regret that we were not able to reach a mutually agreeable resolution in this matter. Sincerely, Customer Service Department Expert Home Builders

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23441418
  
  
  
  I am rejecting this response because:
  
  Many of the workmen who came out to see the issues told me that they had not seen so many cracks in their experience. Also, my first complaint was before 2024. The regrout that they performed was done very badly as acknowledged by their people who came to assess the issues. Therefore, they should fix the floor grout, whatever work that would entail. I have also had other people come to see from other companies since filing the complaint. They were shocked at how this looks. They question the quality of work to prep the walls before tiling and said that this is a common cause of so many cracks. I wouldn’t even care about the cracks if they hadn’t put the dark grout over them so that they stand out now on the white tile. And almost every tile is cracked which is unexpected. The company does not acknowledge any errors on their part nor are they standing by their warranty. They have been very shady since the initial work and were very unresponsive. I feel that they have not stood by their work and asking me to pay for a complete remodel is unfair. Some of the workmen who they sent out told me to stand up to them and that they should stand by their work, maybe split the cost with me. I tried, and they did not treat me fairly or with any accountability for their errors in re-grouting the tile. Their regrouting exacerbated the issues and caused further damage. I would like to caution others to be wary of this company. 
  
  Sincerely,
  
  
  
  Elizabeth Chapdelaine

  Business Response

  Date: 06/16/2025

  We respectfully maintain our position.
  
  To clarify, we have no record or confirmation from any member of our staff or subcontractors indicating that they made statements to the customer regarding the cracks or suggested that we were responsible for them. As previously stated, if the customer raised concerns prior to 2024, no such complaints were reported to our office or customer service team at that time.
  
  We also cannot speak to the opinions or assessments made by outside contractors the customer may have consulted. Unfortunately, it is not uncommon in this industry for third-party contractors to question prior work as part of their sales approach in an effort to secure additional work.
  
  In regard to the prep work, this project was inspected and approved by the city inspector and received all required approvals and final sign-offs. Had there been any issues with the substrate preparation, the job would not have passed rough or final inspections.
  
  Based on our evaluations and industry experience, the cracks appear to be the result of external factors or potential material-related issues, neither of which are covered under the scope of our workmanship warranty.
  
  We have made multiple efforts to assess and address the customer’s concerns. At this time, we have fulfilled our obligations and respectfully request that this matter be closed.

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23441418
  
  
  
  I am rejecting this response because their errors in regrouting the floor tile have not been remedied at all. The floor tile grout is many different colors. At first, they were going to regrout it again correctly (with prepared grout rather than mixing it themselves). Now they won’t even fix that. It was done wrong the first time they repaired it leading to colored cracks on the walls. It is due to their errors that it needs to be redone. It is not my fault that it requires fully retiling the shower. I can provide proof that I reached out well before 2024, and have done so with the company. I cannot believe that they won’t stand by their work and expect that most of the wall tiles would crack. Their own service people (who didn’t want to go on record for fear of consequences) thought that they should pay for part or all of the new retiling. That was even before the other vendors who have spoken-and have all given me much more fair estimates to redo the entire shower. I will also change my review of their work to caution others not to use them in the future. 
  
  
  
  Sincerely,
  
  
  
  Elizabeth Chapdelaine

• Initial Complaint

  Date:01/31/2025

  Type:Sales and Advertising 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.

  Overpriced, they hire incompetent people until you complain about it, they use lowest cost materials and touted that they only use the best and thats why they charge so much. Put the attic vent on my heating system which caused it to fail and Im not sure what happened to my original roof **** because we had to spend thousands to get our heater completely replaced and purchase a new roof **** because of their incompetence. They will not return my phone calls or text. We are supposed to be under warranty and it is not being honored. Had to replace a $7,000 heating unit that broke due to them not placing the correct vent. And had to also put a new roof **** since mine was replaced with an attic vent which was another $500. Spent over $27,000 to replace our roof which then cost us an additional $7500 to replace our heater due to their error.

• Initial Complaint

  Date:09/19/2024

  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.

  I purchased a motorized gate system from Expert Home Builders toward the end of 2022. After a few months it stopped working properly. I let them know (via project manager '**********') in Sept 2023. After several attempts to get them to come and fix it they came and took one of the gate arm motors. They also fixed an issue with the gate pole being unsecure causing wobbling/reverberation which may have caused the problem. They said they had sent the arm motor to the manufacturer to fix the problem (didn't ask, just took it). I followed up frequently and was always told they would get back to me with an update ASAP. They never did get back to me. I offered to contact LiftMaster myself, which I did, but LiftMaster was unable to help unless I had a reference number. Expert Home Builders failed to provide me with the reference number.Eventually they handed it off to someone called '******' who come and took a look and verified that the arm had been taken. They then tried to find a guy named '******' who is who they said had taken it. In the end they said they had found ******. After approx 10 months I asked for a timeline for when the issue would be resolved as it had obviously taken much too long already. I was not provided with one. I asked for the projector managers phone number or his office number (the office was dealing with '******' apparently) but i was just told that his manager would call me shortly. I reminded him again, but still no call. It is now over 12 months since I reported the issue. The purpose of having the gate (over $30k) installed was to stop our autistic child eloping. WE NEED THIS WORKING. I have emailed the ExpertHomeBuilders twice but never received a reply.I don't know, but believe that ExpertHomeBuilders have misplaced the arm and are avoiding replacing it. Please fix it! I have asked probably 20+ times and cannot wait any longer. I have offered to help but they don't even provide a reference number.

  Business Response

  Date: 09/23/2024

  We have reached out to our client and currently in process of finding the best remedy for this situation

• Initial Complaint

  Date:06/24/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  I contacted Expert Home Builders because of a coupon I received in the mail for 35% off roofing, on 2/13/24 I met with their representative ********************* where I explained that I had a leak in my patio room that I wanted fixed, I was originally quoted $9,000, I showed him my coupon for the 35% off and he stated that was only good for the whole roof, he also stated that I would need a new roof in the next 1-2 years. I agreed to have the whole roof and patio roof for $45,000, I again stated minus the 35% to which he said yes don't worry about it, the work was performed and completed and in the end I was left with 2 loans, one for $15,000 and one for $25,000, I also paid $4,000 out of my bank account and only given a $1,000 discount, when I kept questioning the discount amount ***** just kept saying don't worry about it I'll take care of it, after everything was done I was looking over the paperwork and I was never given a breakdown of charges and payments, I have requested this breakdown several times only to receive the same documents that I already have. I decided to contact the main office and explained to them in several e-mails the situation hoping to resolve this matter and to this date I have not received any responses that's why I decided to contact your company to see if you can assist me with this issue. Thank you

  Business Response

  Date: 07/05/2024

  We are attempting to reach our client to come to a possible resolution 

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21894735
  
  I am rejecting this response because:
  You stated you are trying to contact me to resolve this issue, to date I have not received any notification from you whatsoever, no phone call, email or regular email, no attempt has been made on their part to settle this issue.
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/09/2024

  We have since resolved this with our client and have reached a settlement here

  Customer Answer

  Date: 08/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/15/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  I paid them for a big project to do our front and backyard including our fences and gates. We spent about $140000.00. The contract was for $120000.00 but we added some stuff later. All together most of the job they did was decent but the fences and gates are all broken and messed up. The gates do not close and every single boards are broken because of the poor material. When I signed off the contract I told them the gates do not look ok and they said just signed it off and pay the contract and the assured me that they stand behind their work and just wait for few months and see how bad they are and for the past 9 months or so I am dealing with them but no results yet. So I am fed up with them.

  Business Response

  Date: 05/15/2024

  Hello we would like to inform you that we are in contact with our client and resolving this matter

  Customer Answer

  Date: 05/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  They reached out to me and agreed to fix the problem. So if possible please remove the complaint for now because I believe they will fix it and if they dont then Ill reach out to you again. Thank you  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:04/29/2024

  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.

  We hired expert home builders to add extended patio to our house back in 2022. The first try to complete the patio it came out horrible. In about 2 months of completion the concrete was cracking, posts holding up the roof was cracking, and the roof started to leak. We had them come back and redo the whole patio.2nd time they had new project manager and new crew the patio turned out okay, not for $27,000. We were not satisfied with the ceiling because it was wavy and the project manager argued that ceilings were always straight, after going back and further with him they somewhat fixed the wavy ceiling. I felt forced to argue because he said his manager would not agree to do it all over again. Fine. Now we are currently trying to sell our house on ********************************, we found a buyer, they hired inspector and guess what? the patio roof failed inspection. We went the route to pay a licensed contractor do their job currently so we wouldnt have any headaches or issues because we are not experts or builders. This whole experience with Expert home builders has been a nightmare. We Paid for quality work to done. $27,000 is a lot of money for poor work. I want my patio roof fixed with no more cost coming out of our pockets because we dont have anymore.

• Initial Complaint

  Date:01/24/2024

  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.

  I have been trying to get a hold of the cost breakdown for 5 months and nobody is willing to get that to me. We have outstanding loans for 275K, and the company has not explained to us what part of the cost is their fee on top of the work done. I feel we are being overcharged which was why I have been asking for the breakdown. If the charges are correct and they have a usual and customary contractor markup, that is fine and I would like to see the whole breakdown. But the fact that I cannot see anything, and they are not responding tells me we are being overcharged. I have left numerous requests with our project manager and have called the company a couple times directly. No information has been given to me. There are some walls that are not straight and there have been several small details that were carelessly done. Also, the project was estimated to be completed by the end of July and it was not completed until September due to several careless mistakes and having the same contractor come back multiple times because they were not paying attention to detail and left things incorrect. My feeling is that we are being way over charged and part of our loans need to be cancelled. In addition to all of this, we had 3 or 4 project managers that were hardly ever at our job site and I, the homeowner, was left to manage all the contractors on site. They would show up not knowing what they were supposed to do and this occurred over half the time. I would have to direct them every single day of the project and feel that I deserve reimbursement for all my time. If I were to charge for my time spent, it would be at least 36K. I dealt with them daily, at least 6 days a week for over 5 months so that looks like this - $300 per day to manage them x 120 days = $36,000. On top of that, I feel we have been over charged in general and again, they never gave us their markup.

  Business Response

  Date: 02/05/2024

  We are in contact with our client and are working towards a settlement to remedy this situation.

• Initial Complaint

  Date:01/09/2024

  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.

  18 months ago, new kitchen and 2 bathrooms remodeled. Looked good but recently upstairs bathroom developed leak, dripping into downstairs bathroom. Licensed plumber opened up wall and cited multiple incorrectly pipe connections. Shark bites were used instead of soldering. Also sealant on tile joint cracked all along seam line. Would never recommend this company. Never got shower door I was promised. Contractor and project manager never returned calls.

  Business Response

  Date: 02/05/2024

  We have tried to to reach our client but our attempts to reach her have gone unsuccessful, we would like to schedule for one of our crews to go investigate the situation and the proceed with finding the best way to remedy this mattert

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21088786
  
  I am rejecting this response because:
  Their first effort to reach out was today. As I already paid out of pocket to fix their error weeks ago, there was nothing for them to do. As their plumbing workmanship was shoddy, I would not trust them to fix it. Their management is supposed to reach out to me- unless they want to reimburse me for the licensed plumber, I feel that they arent taking me seriously, and stand by my complaint.
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/07/2024

  We still working with the client in order to solve this matter. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21088786
  
  I am rejecting this response because:
  No contact from the business, even though they stated theyd have manager call immediately.
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/07/2024

  We have called multiple times to our client at ************** but goes straight to voicemail. 

  The phone number we are calling from is **************.

• Initial Complaint

  Date:12/08/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  I signed a contract on 11/3/2023 and paid Expert Home Builders **** a $1000.00 deposit to have repair work performed on my house sub-structure for a contract price of $6450.00. When the day came to start work (and no one showed up), I called the company and was informed that the contract price was too low and they now wanted $12,500.00. The only explanation they gave was that they underestimated the job. I informed them that I no longer wanted to proceed and requested my $1000.00 deposit be returned (that was around 11/13/2023) and they agreed. To date after 3 phone calls checking the status, I have not as yet received my $1000.00.

  Business Response

  Date: 01/02/2024

  We track every check we issue and client received the check on DEC 13 

  Customer Answer

  Date: 01/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is a shame that they failed to address their bait and switch process in their response. But at least I got my $1000 deposit back!
  
  Sincerely, 
  
  ***********************

• Initial Complaint

  Date:12/08/2023

  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.

  On or around June 2021, ********************* and his team helped repair and renovate our garage which was built in ****s and had mold damage. Eventually we agreed to some additional services he offered including a total overhaul of our garage, updated walls and cabinets, insulation, replacing our entire roof structure as well as exterior paint job. We paid roughly $85k. In August 2023, there were some heavier than normal rains and we noticed some cracks on the ceiling and water leaking in that damaged a treadmill we were using in the garage. A contractor friend took a look as a courtesy and mentioned that there should have been water proof material that was not used. In addition, the paint they used on our exterior walls started cracking as well. I have tried reaching out to ******************* in August and again multiple times to the main line - ************ to our account managers name is *****, but no one has contacted me back on this. Ideally we would need someone to take a look at the ceiling cracks and water damage and make sure this is repaired. The paint job issue is secondary.

  Business Response

  Date: 12/19/2023

  We have since resolved this with our client