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:06/26/2023

  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.

  We had 2 contracts with B&J for remodeling projects to improve our home's accessibility: 1) main bath and attached hall; and 2) sunroom, laundry room, and garage landing. We were excited to start the projects (in January 2023, after delays in 2022). Unfortunately, we had several issues throughout the projects, including delays, deviations from project designs, inadequate management of subcontractors, and poor quality. Initially, we talked with on-site workers, called/emailed the project manager, and kept an ongoing list of issues. On April 13, we met with the project manager, another B&J worker, and one of the B&J owners, to present our concerns in person/in writing. We also explained our concern that B&J had significantly delayed completion of the projects, which were estimated to take 6 weeks from the January 2023 start date, and explained that we needed B&J to finish by May 15. We provided photos and walked through the house to point out our concerns. On April 27, we again gave the B&J owner a written list (mostly unchanged from April 13) and walked through the house. In May, we again emailed the list (still mostly unchanged). May 31 was the last day B&J came to our house; on that day, the owner also handed us final invoices for both contracts, without discussing whether we were satisfied or going over the invoices with us (which we later saw included unilateral increases added by B&J). Despite our repeated efforts, B&J still has not resolved many issues. Since May 31, we have been obtaining estimates from other contractors to address several (but not all) issues. At this time, we demand reductions to the final invoices to hire other contractors to fix these issues, as well as removal of B&J's unilateral increases on the final invoices. Contract 1: reduction of $4436, applied to contract balance of $7153 = $2717 final payment to B&J for Contract 1. Contract 2: reduction of $3500, applied to contract balance of $4069 = $569 final payment to B&J for Contract 2.

  

  Business Response

  Date: 06/30/2023

  B&J General Contractors *** has received and reviewed your complaint and concerns.  We would like to have the opportunity to meet with you to discuss your remodeling project.  As a company, we feel it is in the best interest of all parties to participate in mediation through the Better Business Bureau Mediation Program to resolve this dispute.  We do not feel it would be productive to respond to each issue mentioned in your complaint. but rather in person with all the parties and necessary documentation. Thank you for bringing this matter to our attention and we look forward to an amicable resolution.  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20234572
  
  I am rejecting this response because:

  B&Js response continues to delay resolution of the outstanding issues with contracts that should have been completed months ago.  After five months, our main bathroom, bedroom,and sunroom remain unused while we try to schedule contractors to fix the issues.  We had multiple meetings with the B&J owner and project manager throughout these projects, and many of the outstanding issues are items that B&J unsuccessfully attempted to fix multiple times.  Some of the issues were actually created by B&Js attempts to fix smaller problems from earlier in the project.  Based on this history, it is unclear how another meeting will help.  Reluctantly,however, we will consider mediation over the final invoice adjustments we requested if the BBB can accommodate virtual mediation.  For health reasons, we are unable to attend mediation in-person.  However, we are still proceeding with hiring other contractors to fix the outstanding issues as soon as possible.  

  Sincerely,
  
  ****** & *****************************

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:

  We have reviewed the response made by the business in reference to complaint ID ********.  Because the business refuses to respond unless we agree to mediation, we will agree to enter mediation of the issues identified in our complaint and as indicated in our reply on June 30, 2023.

  Regards,

  ****** & *****************************

  

  Business Response

  Date: 07/07/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.