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:12/27/2024

  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.

  In Mar. 2023 we entered into contract w/ Custom Basements, LLC for a basement renovation. The original estimate was for $91,000, and we ultimately settled for $80,000. The contract included basement renovation, kitchenette (bar, sink, wall, shelving), flooring throughout, & painting. The dispute is as follows: Custom Basements (C.B.) sub-contracted a plumber to install the plumbing for the ****************** failed to install the Studor vent cap causing sewer gas to leak into our home. In winter 2023, we detected a sewer gas smell coming from the sink area of the kitchenette. We contacted *********** came out to investigate on 12/6. The investigation revealed a dead mouse behind the cabinets. Weeks later the sewer gas smell persisted, we hired a septic company to investigate, they recommended enzyme maint. We were able to manage the smell with enzymes & the smell cleared with Spring temps. In winter 2024, the smell returned & we contacted C.B. again on 12/2 to report it. We recd a follow up email on 12/6 indicating the plumber who originally installed the plumbing in question was notified but he was busy. On 12/18/24 my wife was becoming increasingly ill from the strong gas smell, and we again contacted C.B. The owner agreed to meet us the following morning to investigate. Once again, a dead mouse was located. When we returned home that evening (after getting a hotel room for the night due to the overwhelming odor), the strong gas smell had returned. We again notified *********** agreed to try and expedite the plumber to investigate (scheduled for 12/21). We instead decided to hire an independent plumber for a 2nd opinion and cancelled our appointment for 12/21 with the original plumber as we had lost confidence. The new plumber came out on 12/23 and found the original plumber had failed to install the cap on the Studor vent. This gross oversight had caused sewer gas to leak into our home for the past 18 months.

  

  Business Response

  Date: 12/28/2024

  I don't blame you for reaching out to the BBB, I would have done the same. As a Contractor and proud business owner, it is my duty to accept the responsibility of any and all mistakes made on my projects. I am truly sorry for this mishap and I can assure you that I have learned from this mistake. I cannot speak on behalf of my plumber, but he has been made aware of this mistake and hopefully will learn as well. Every mistake is an opportunity to learn... Of course, I will reimburse you for the septic service, independent plumber and hotel fee as this is the right thing to do. Please accept my sincerest apologies and have a safe and happy new year.

  Customer Answer

  Date: 12/28/2024

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