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: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.

  On 10/22/23, Project manager, ********************* and *** (last name unknown), from Expert Home Builders arrived at my home to provide an estimate on landscaping and pavers for my front yard. I signed the contract and paid a $1000 deposit by check. *** and a crew arrived on 10/23/23 to begin the project. They removed a concrete step that leads to my front door, and took some measurements. I was required to make a payment of $8000. On 11/15/23, the crew arrived. They were at my home for about 3 hours. I was required to make a payment of $3,000 that day, which I paid by check. After the workers left, I checked the progress. They did not demo the concrete as stated in the contract. They simply slapped the pavers on top of the existing concrete and cemented most of them. There were crooked lines, unleveled and wobbly pavers, gaps everywhere, no sand, no framing, none of the protocols that come with a professional pavers installation. Poor workmanship. On 11/16/23, I had a landscape consultant take a look. I was told the work was improperly done, not up to code, and would not be approved by my HOA. I was informed that I would have water damage and possibly mold due to the shoddy work. I was informed that this company's B- General Building Contractor license is not a license that includes the install of pavers or landscaping. Expert Home Builders does not hold a landscaping license, therefore I am claiming fraud and the contract is void. On 11/16/23, I communicated to **** my concerns about the misrepresentation about the company's license, and the quality of the work . **** offered to have the crew come back and demo the concrete and do the work correctly, or cancel the contract. On 11/17/23, I canceled the contract & told **** to refund all of my money. A conversation with **** and his Supervisor- *** , and myself was had on 11/21. I demanded a full refund within **** days. On 11/27, *** called me & agreed to give full refund. As of today, I have not received the money.

  Business Response

  Date: 02/07/2024

  We have since settled this issue with our client 

  Customer Answer

  Date: 02/09/2024

   
  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:11/13/2023

  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.

  1. date of transaction- January 2023 2. Amount agreed on is $26,500 w/c is fully paid for.3. Work is to strip old tile and carpet and replace with new tiles.4. Due to poor workmanship , the tiles are moving and the only way to replace it is by breaking each tile that is to be replaced w/c is about close to 20 tiles that measures 24inches x 48 inches (Big tiles) and expensive.5. Reach out to home builders and it is now November 9 and still no solution as to when they will replace the tiles. I have purchased more tiles to speed up the work and they have no one to work with me.

  Business Response

  Date: 11/22/2023

  we are in contact with our client and are trying to schedule a date for our crew  to go out

• Initial Complaint

  Date:11/01/2023

  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.

  This company contracted to work on my rental house in *********** **. They guaranteed to supervise the work and no one other than workers who could not speak English and had no idea what they were doing showed up to work, with no supervision. They did more damage than good. I told them not to come back as they were messing up my house. Now the home office is threatening me with a lien.

  Business Response

  Date: 11/22/2023

  We are conducting a thorough investigation into this situation and are working on resolving this issue with our client and we hope to remedy this situation as soon as possible  

• Initial Complaint

  Date:10/06/2023

  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.

  Entered into contract in February 2023 for master bath remodel for over $14K. Job completed in March 2023. Began to have issues in August 2023; and contacted company immediately. Have attempted 7 times to have this matter resolved. Someone has been to the house twice to assess the situation and finally given a date to repair the issues. The date has come and gone, no one called or came by.

  Business Response

  Date: 11/22/2023

  We have sent our crew to remedy the situation after thoroughly investigating this matter 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20706075
  
  I am rejecting this response because there are two remaining issues that have not been corrected, although constant promises to come to the house have been made.  I have every text message between the manager and myself regarding these unfulfilled promises. Yet not completed.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/30/2024

  This has since been resolved

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair 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.

  Full complaint is uploaded.In summary, we engaged with Expert Home Builders last year on our large home project that included: Exterior painting, exterior ************** yard work to install artificial grass, complete remodel of secondary bathroom, remodel of primary shower, interior paint, lower level flooring, and a few additional items. Hired Expert Home Builders specifically to ensure licensed and experienced professional complete the work, ensure quality output, and oversee quality of workmanship. We have been patient throughout the project, conducted all of the quality checks of workmanship the project manager should have been overseeing, given multiple opportunities to resolve issues. We are not satisfied with the final grout work in both of our showers or the solutions that have been provided over the past year of grout over grout, which resulted in multiple shades of grout color and flaking and cracking throughout. We have lost full trust and faith in this company to properly address the outstanding issues and would like reimbursement of $35,000 of the $109,362 that we paid. We have dealt with project delays due to leaks in our ceiling (twice), undue hardship leaving our primary shower unfinished and claiming project was complete and continued stress. We made full payments, but workmanship quality is not acceptable and project oversight was completely missing.

  Business Response

  Date: 02/07/2024

  We are working to try and remedy this situation with our client

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 20582964
  
  I am rejecting this response because: Expert Home Builders engaged us in discussions to fix the issues. Their project manager did a walkthrough and agreed that the work was subpar and assured us verbally that the company was going to make it right. 
  They asked that we sign off on all future claims related to project and when we finally got to a reasonable draft of the release, we got a letter stating they would not do anything but offered us $2500 claiming that the issues we had were normal from use, but we havent used our bathroom as they had left one shower with the shower fixtures removed so it hasnt been used since March 2024!

  They are deceiving and mislead us to select new materials and urged us that once the release was signed, they would pay for the materials and get the bathrooms fixed. 

  We are NOT satisfied with they offer and they are NOT addressing the subpar quality of their workers workmanship, had inexperienced workers when their original project manager promised me up front before the original agreement they he would use experienced and licensed professions, and they mislead us to sign the original agreement and then mislead us into believing they were going to redo the work.

  Sincerely,

  
  ***********************

  Business Response

  Date: 04/17/2024

  We are still trying to resolve this issue the best way possible we are currently negotiating with our client to find the best resolution for both parties

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 20582964
  
  I am rejecting this response because:
  It is incorrectly stated. They make false claims of wanting to help resolve all the issues and then sent an offer of $2,000 stating that the issues are normal wear and tear when the fact is that they left the primary shower non-usable and their own project manager confirmed the poor quality of the workmanship.  

  We would like to see legal action and would like to request BBB for further assistance. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2023

  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.

  The work was not completed until 9/16/2022. The total cost of work was $52,770. The issue I have is that we paid an additional $2,600 to have the flooring leveled. Overtime we realized that it is constantly buffing up. Which I believe they did not level it. The location for the repair is in the kitchen over the sink. Which is not good for my knees. I called them on 8/15/2023 to let them know about my situation. Someone was supposed to call me back. No one did. I feel they are avoiding me. All we need is for someone to repair what we paid for.

  Business Response

  Date: 08/22/2023

  We have reached out to our client however we were not able to get ahold of her we were trying to schedule someone to go out and address the situation

• Initial Complaint

  Date:07/26/2023

  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.

  01/2023 Verbal repair roof and sunroom 05/1/2023 repair roof damage and install floor written, but assured use the rest would be taken care of.Quoted $30,781. Then said this did nor include floor materials we pushed back and they said they had materials left over from other jobs they would use for repair of sunroom. As they were working we brought up issues and it was always don't worry we are taking care of this. One day they decide they were done. No communication or anything. Their works told us they were done. I ask one of workers if he would take a picture of the roof for us. We were feeling uneasy about this so we contacted the City to come out and inspect. Late the Sunday after the workers said they were the project manager sends a text message saying some one would be by the next morning to pick up checks. I told him City was going to inspect. PM asked why City was inspecting. Next day City red tagged the roof said no drainage it would leak. Contractor complained about fixing. A week later contractor try to repair worked 1 1/2 hours and left. I again had to contact to find out what is wrong. City comes back and said materials too heavy take down and install what manufactor says for structure, PM texts says the can install light weight material and tear down existing. I say we are not paying for the incorrect and we want prices for new real quote. PM says he is doing roof twice that I am refused to pay original price. We have paid 16k. PM says he needs $12,781 to buy materials and pay his guys or he cannot continue work at my house. I say I am not refusing and we need to talk and not over text messages. This PM only likes to communicate through txt messages not in person after initial contact. He informs me that his manager would come to my house go over things. PM also told me he was not avaliable for 3 weeks to talk to make ********. We hae no contact info for ******** and it has been 3 days and no call from ******** nor has stopped by. Please see upload

  Business Response

  Date: 02/07/2024

  We reached a settlement with our client and resolved this matter. 

• Initial Complaint

  Date:07/14/2023

  Type:Product 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.

  On May 31, 2023, I entered into an agreement with Expert Home Builders to remodel my Master Bathroom (***) and cover my patio. June 24, 2023, the *** was partially completed (shower glass and door had not been installed as it was custom, and measurements had not yet been taken). I was also informed that the material originally selected for the patio cover (Alum wood), was no longer an option and was offered to used Cedar Wood instead, for this reason I decided to cancel the patio cover. I later met with the project manager, (initials EK) and he convinced me to go with the Cedar wood and stated he would have the team start on the patio Monday, June 26th. However, no one showed up or called. On Tuesday June 27th, I tried to reach him by cell phone, but did not receive a response via text or call. I then contacted his 2nd and command and was told that the project manager was "having family problems and was not available". Later that day the 2nd in command came to my house and told me that they have to cancel the patio project due to the family emergency the project manager was having. I informed him that I had paid $3,000.00 towards the project and wanted my refund. I have had numerous email communications from their office attempting to get me to sign a Settlement Agreement in order to receive my money. The agreement included verbiage that indicated they would not be responsible for my *** if something went wrong so I refused to sign it. We went back and forth to get the agreement revised. It was not until I informed them that if I did not receive my refund I would contact the BBB, followed by filing small claims if needed. I received a call from their office stating that they would be sending my refund of $3,000.00 via Certified Check on Monday, July 10th, in addition to sending an email of a picture of the check. I have not received either. July 12th, I requested status via email, and have not received a response at the time of this email. Please HELP. Thank You

  Business Response

  Date: 08/03/2023

  we have since resolved this issue with our client 

  Customer Answer

  Date: 08/05/2023

   
  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:06/22/2023

  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.

  We contracted EHB last fall to completely remodel our 2 bathrooms. The work took place between early October and thanksgiving of 2022. Everything was replaced including showers toilets sinks and vanities. The total cost was 28k. We requested a gold shower bar for my elderly father in law, but they never installed it. We requested a bench in the shower but the execution was atrocious (images attached). We purchased wallpaper for over $200 which is hung unevenly and lastly. They tiled the floors in our bathrooms. Two of the tiles in our small bathroom have already cracked. In December of 2022 we filed a complaint with the BBB because there were several other issues that we were dissatisfied with. The complaint number was ********. Finally in January they came and cleaned up some of the work and they told us that if we had any other issues to contact them. Ive been trying to get their attention since at least March. ***** told me that he would get back to me on about May 22nd. I have not heard from them since. I want a refund so that we can get someone else in here to do the work properly. EHB made us promises that they can not deliver.

  Business Response

  Date: 07/13/2023

  We have reached out to our client and have since settled this matter 

• Initial Complaint

  Date:06/15/2023

  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.

  Upstairs neighbor contracted Expert Home Builders for Bathroom remodel. Contractor failed to seal the drain on the bathtub not once but 2 times, it drained into my bathroom. They came out and "Repaired" the issue upstairs, 2 days later is happened again. 3rd attempt was successful, but damages already done. I had to have mitigation come in and tear my bathroom apart. Expert Home Builders is not insured for Multi home dwellings, nor are they covered for bathroom (tub/shower) redo. So as a 3rd party I am unable to place a claim against their bond, I am unable to file a complained against their license number. they SUB CONTRACT, so lowest bidder wins, not best man for the job. I denied them access to fix the issues they created as they are uninsured for the job as well as their website shows nothing about them doing mitigation, and I would have ZERO background on the contractor stepping foot into my home. Expert Home Builders has ghosted my calls and request for payment to the mitigation company, as well as not willing to pay for the damages created by their subcontractor.

  Business Response

  Date: 04/16/2024

  We were notified of this after the work was done we had no chance to do a full investigation on this matter instead we were contacted after the repairs are done and to pay the bill, before we could check to conduct our investigation into this matter