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:09/10/2024

  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 **** Holloway LLC to build a brick fireplace , install a wrought iron staircase, and finish a small powder bathroom. He did a terrible job with very shotty work. I told him I wasnt satisfied with the fireplace and wanted it fixed. He refused. Many contractors said the only way to fix it is to do it over. The stairway was supposed to be sanded before applying stain. **** refused to do that and now my handrail is very rough and scratchy. The bathroom has water damage from the construction and I have paint on the electrical outlet and they installed the bathroom tile, half upside down.They replaced my handrail and left the wall untouched. They didnt fix the paint holes. He charged us several thousands of dollars over my estimated cost for changes that I was not aware or informed about. We were very dissatisfied with his quality of work. He wants full payment **** without the job being finished.

  Business Response

  Date: 09/10/2024

  Hello, 

  We believe it is important to note that this complaint was filed after an intent to lien was received by the customer.  This project has taken almost a year due to waiting on customer decisions, vacations, changes in desires, etc.  In the contract that our customer signed before beginning the project they agreed to allow access monday through friday during business hours.  The customer constantly turned us away when we tried to do work.  In the signed contract it also requires a 30% payment to be made before project completion and change orders to be paid during the project.  So far the customer has refused to pay the 30% and all of the change orders which include all of the materials.  This customer also has a kitchen and a bathroom that were torn out by another company or two that walked out on the jobs when the customer became confrontational with them.  The quality of our work is good.  We did make one mistake that we tried to fix, but did not get a timely response to get access.  For the fireplace, the customer chose a stone that is not rectangular and does not fit cleanly together.  They also chose not to have any mortar between stones.  Now they say that we should have cut each stone to be rectangular to fit tightly together, which is just not a standard process and would have been much more costly.  Due to the examples of issues with other contractors, the customers failure to abide by the contract, and their failure to make the required milestone payments we are not returning to do additional work until they get caught up on payments and sign a new agreement as to any changes to the original scope they are wanting.  

  Customer Answer

  Date: 09/13/2024

  We reject this response. 

  **** knew of our dissatisfaction long before the intent to file a lien. We discussed multiple issues, but he dismissed our concerns, stating things like, Youll never be happy with the fireplace, instead of providing solutions. Despite his claims that the fireplace "looked good," three masons disagreed, laughing at the poor craftsmanship and questioning whether we had paid for the work.

  We no longer trust **** to fix anything. For example, his team installed tiles upside down in the bathroom, a basic error. When the **** **** installed malfunctioned, he blamed the pipes or the new sink, suggesting we call a plumber at a cost of $100, which our neighbor resolved in seconds. These examples show a lack of attention to detail.

  Projects take time, but cutting corners is unacceptable. **** failed to communicate changes in costs, such as the unexpected $1,050 charge for electrical work. His team even drywalled over an outlet, requiring additional payment to correct the mistake. Staining the *********, which was quoted at $200, ended up costing $460, and **** used cheaper paint than specified without our consent.

  Despite ***** claim that workers were turned away, ***** was present whenever they arrived, but the workers were consistently late, took long breaks, and left early, contributing to delays. ***** lack of supervision led to disastrous results, especially the fireplace installation, which was crooked with stones falling out. Three masons confirmed the fireplace needs to be redone entirely.

  We paid 50% of the project cost upfront, but **** never requested further payments during the project. Accusing us of withholding payment is unfair, especially as the project is incomplete and substandard.

  In conclusion, ***** oversight and lack of involvement resulted in poor workmanship. We will not make further payments until a revised invoice reflects the substandard quality of the project.

  *****

  Business Response

  Date: 09/17/2024

  Our response would not fit in the spot so we have it in full as an attachment. 

  
  Our contract states that we have access Monday through Friday for all business hours.  We cannot be late when we require access during these hours. Labor did not cause delays.  All delays were caused by the customer leaving for months on vacation, leaving for a wedding, changing her mind on stain color (which took 2 months). 
  The contract requires 30% payment during the project and all change orders to be paid in full before the end of the project.  Thus far we have not received payment for the mid payment or any change orders. 
  The customer has a mechanics lien on their house for failure to pay progress and change order payments. We will not do any further work including communication around this account until payments are caught up and an additional change order is signed and paid for additional hours spent on the process of chasing payment. 

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22234335
  
  I am rejecting this response. Please see the attached document in response to the complaint. 
  
  Sincerely,
  
  ***** ***********