Complaints

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• Initial Complaint

  Date:05/07/2024

  Type:Product 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.

  Contract 11/1/2023. Progress delayed 5 times. 2/5/24 via email *** (GC/ co-owner) said all remaining materials have been ordered and completion date set for 2/5/24. ***** (PM) asked for 2nd draft of money on 2/20/24 for $24,409.26, we paid but realized it fell outside the contract. Per contract, 2nddraft due after flooring and bathrooms are completed. Neither were completed. End of March, they said we owed an additional $20,484. For items: Over theirbudget, unapproved upgrades, issues addressed without our knowledge. Water damage to a bathroom, upgraded doors purchased for $11,815 without approval. Exterior wood repair (full inspection report provided in Oct via email). Anam will not move forward until we pay the $20,484 change order and also pay the 3rd draft of $19,527.40. Per their contract, third draft is paid on completion of the kitchen and interior painting. Neither have been completed. We told *** he was in violation of his contract, he responded by saying the contract was written wrong. When we pushed back and said we wouldn't pay any more money outside of the contract, they placed a stop order on 4/18/2024 on the work and took all of their equipment from the house. Our scheduled meetings have been cancelled. Anam will not let us work on the house to try and get projects completed because it makes their insurance carrier "nervous" We are stuck in limbo without being able to work on our house or get answers to resume work. Today (5/6) after they cancelled a meeting for the third time in a row, we have asked for a refund of half the money we have given them which is $36,613.89. We have also asked for all the materials they said were purchased including cabinets, carpet, front and back door. On 2/5/24 *** said that all remaining materials had been purchased which we would be entitled to. If they provide us with the items we requested our refund request is for $23,728.13. We've given them $73,227.78, and the majority of the work has not been completed.

  Business Response

  Date: 05/30/2024

  See attached for ****'s response.

  At ANAM Construction, customer satisfaction is our top priority. **** has done everything within their control to resolve this dispute with ******** and ******, to no avail.
  We were contacted by ******** and ****** to assist them with their first ever fix and flip property. The property had known exterior damage, including deteriorated exterior fascia, which repairs were included in our initial estimate. Upon beginning the work and demolition, **** realized that the damage to the fascia was worse than reported, causing a slight increase in the project cost. This increased cost was then memorialized in a change order, which was presented to the customer, but the customer refused to sign or agree to the change order. 
  The change order included other items which required repair in order to allow the project to move forward. When demolishing the bathrooms and removing the master bedroom floors, ANAM uncovered unknown water damage and rot which required remediation as well. The renovation of the bathrooms could not be completed without repairing these items, which was discussed with the customer and memorialized in the change order the customer refused. The work in the bathrooms was halted due to the customers' refusal to agree to the needed repairs. 
  ANAM further discovered water damaged and rotted door framing in the basement. As a result, instead of replacing the doors with the existing frames as anticipated, both the doors and frames required replacement. This was presented to the customer in the change order the customer refused. Due to the above changes, additional drywall work and painting was also required to complete the project.
  The total deviation from the quoted project cost was $20,484.50, with the above referenced change orders. The water damage and rot encountered was not anticipated by the initial contract and was pervasive in multiple areas of the home. ANAM attempted to work with and help the customer to reduce this cost by offering to waive its general contractor fee, split the difference on the door and frame issue, and waive the costs associated with the water damage in the bathrooms, reducing the total change order to $13,309.29. Ultimately, ANAM and the customer were unable to reach an agreement, and the customer hired outside contractors to complete portions of the work in breach of their contractual obligations. 
  ANAM wants what is best for all their customers and offered to release the customer from the contract if they wished to move forward with DIY repairs and installations (as they requested to cut costs) or with another contractor. The customer refused. Now, they're requesting a refund of all funds paid on the project to date, despite the substantial work completed. ANAM has expended a total value of $76,046.42, ANAM is in the red on this project by $2,818.64.
  ANAM regrets that the customer is dissatisfied with their services and were dedicated to resolving this dispute with the customer in an amicable manner, but we were unable to continue with the job without a signed change order due to the substantial discoveries found during demolition that deviated from our original contract along with other site issues and going over budget on the project. We made numerous attempts to resolve this matter as stated above by reducing costs at the companys expense, and by offering our resources to offer an alternative agent to sell their property which went above and beyond the call of duty. We apologize that we were unable to satisfy this couple on their first time flip property. 
  

  
  

  Customer Answer

  Date: 06/10/2024

  Sorry for the delayed response.  We decided to move forward legally.