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:05/15/2023

  Type:Order 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.

  I am writing to file a formal complaint against High Road Construction, Inc., a *******-based general contractor, regarding our house construction and renovation project under contract starting April 24, 2021. Our main concern relates to the incorrect installation of the hardwood flooring, resulting in significant defects such as buckling, deflection, moisture issues, and unevenness.Pursuant to Chapter 558 of the Florida Statutes, we duly notified High Road about these construction defects. The severity of the issue was confirmed by a certified hardwood flooring consultant and inspector, who described High Road's installation as one of the worst they have encountered in 55 years of experience.We were left with no choice but to hire another contractor to address the defects, incurring expenses totaling $76,118.90. We have supporting documentation, including a detailed cost breakdown, invoices, and receipts attached.Despite our attempts to engage High Road in negotiating payment for the necessary corrective work, they have not responded, demonstrating a disregard for their contractual obligations and a lack of good faith.In light of the financial burden we have endured due to High Road's incompetence, we respectfully request that the BBB thoroughly investigates this matter and takes appropriate action against High Road Construction, Inc. It is crucial to protect consumers and ensure accountability for substandard work within the construction industry.Thank you for your prompt attention to this complaint.

  

  Business Response

  Date: 05/22/2023

  BBB:

  With regard to to immediate complaint, I include below that same correspondence that was shared with the complainant on September 16, 2022.
  

  "[Names Redacted]:
  I understand you are moving forward with ordering and installing new floors as you deem necessary; however, at this time, High Road Construction, Inc. (High Road) cannot and will not be responsible for any reimbursements for this undertaking. As you recall, you both executed a Modification of Contract & Mutual Release in April 2022 which finalized and concluded our professional engagement. Specifically, we agreed High Road would no longer perform any services, High Road would write-off significant amounts owed by you to High Road pursuant to the initial Contract and we exchanged a mutual release as to all present and future claims related to the Contract. Accordingly, High Road has been contractually relieved of all further obligations in connection with you or your project."
  

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20060650
  

  Thank you for your response, but we reject this response.

  We would like to provide further clarification regarding the intent of the Modification of Contract & Mutual Release that was executed in April 2022. The purpose behind signing the modification was to allow us to complete the remaining work on our own, utilizing the outstanding contractors that were already engaged by your company. This intent is supported by an email you sent to us, dated Friday, April 8, 2022, where you mentioned the option of us taking over certain tasks due to the drawn-out final inspections and the fact that we had already moved into the house. The email specifically stated, "Since final inspections will be drawn out for a while and you have moved into the house, we can discuss whether you want to take over some of the tasks that will remain open for a while and avoid fees thereon." It is crucial to understand that we would have never waived our rights to hold High Road Construction accountable for any issues pertaining to work that had already been completed by your team.

  We want to stress that it was only after we moved into our home, a mere few months following the improper installation of our hardwood floors by your company, that we discovered the extensive flooring problems. We sought advice from several hardwood floor experts, hoping to troubleshoot and rectify the issues. However, their professional opinion was unanimous: the floors need to be completely replaced. We were completely unaware of these problems at the time of executing the modification contract. It is disheartening to feel as though the modification is being used as a means to evade responsibility, when its sole purpose was to allow us to proceed with the remaining work.

  While we acknowledge your statement that High Road Construction cannot be held responsible for the costs associated with the new floors, we would like to reiterate that our request for reimbursement specifically pertains to the defective work performed by High Road prior to the modification of the contract. We have genuine concerns regarding the quality of the completed work and firmly believe that High Road Construction should honor its responsibilities under the initial contract.

  We sincerely urge you to reconsider your position and engage in a constructive dialogue to address the valid issues we have raised. Our objective is to arrive at a fair and amicable resolution that acknowledges the deficiencies in the original workmanship and ensures the necessary corrective measures are taken.

  We eagerly await your response and look forward to working together towards a mutually agreeable resolution.

  Sincerely,
  Mr. and ***********************

  

  Business Response

  Date: 07/18/2023

  
  Please see below the correspondence from the State closing out the matter.

   

  Please see attached my response to the State so you will have a full account of what happened.

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20060650
  
  We reject your response for the following reasons:

  1.The State has reopened the case, as confirmed in the attached letter and our recent response. Although the case was initially closed, we did respond within the given time frame, and the State recognized this by reopening the case.

  2.We have provided two emails for reference. The first email, which we attached, is a correspondence from you (***/High Road Construction), suggesting the contract modification. In this email, you specifically mentioned our involvement in certain tasks during the final inspections, before we discovered the extent of the flooring issues. The second email, also attached, shows your initial willingness to work with us to address the problems. However, your stance changed when you learned about the costs involved in rectifying your team's mistakes.

  Regarding your points:

  We categorically reject your interpretation of the Modification of Contract & Mutual Release. It was intended for us to complete the remaining work using the contractors already engaged by your company. This was explicitly discussed in the email you sent us on April 8, 2022, which is attached.

  The extensive flooring problems were discovered after we moved into our home, several months after the improper installation by your team. Multiple independent hardwood floor experts recommended complete replacement, and we were unaware of these issues when executing the modification contract.

  It is truly disheartening to witness your attempts to evade accountability for your mistakes. We implore you to do the right thing, take the high road, and accept responsibility for your faulty work.

  We remain hopeful that through continued constructive dialogue, we can reach a fair and mutually agreeable resolution. Our ultimate goal is to seek reimbursement, even partial reimbursement at this point, for the extensive repairs, totaling more than $70,000, which were necessitated by faulty workmanship on the part of High Road Construction. 

  We placed our trust in you and your company. We gave you a significant investment, and it is our sincere hope that you will honor that trust by taking responsibility for the consequences of yourteam's faulty workmanship.
  
  Sincerely,
  ***********************************