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:03/01/2023

  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.

  On or about 2/10/22 we contracted with ****** **********************, of ********************** and ********************** LLC contractors to remodel and upgrade the interior of our home that was water damaged; replace tile, drywall, change tub to walk-in shower, build accent wall, etc. Mr. ********************** is a licensed contractor and came with very good referrals. Mr. ********************** was paid almost $80,000 by an ************************************************************** the time he quoted of three months. One year later, the work is only 1/4 complete and ******************** is still homeless due to ********************** failure to complete the work. Mr. ********************** did not obtain the proper permits (stop-work orders were assessed)Attempted to do unauthorized work on the home. Hired unlicensed subcontractors. Poured (without authorization) an 11-inch floor (day before a Cat 5 hurricane) in the breezeway entrance of the home (Now ******************** will be unable to access the home without assistance) Windows installed unevenly. The ceiling repair was completed unevenly causing the cabinets to fit improperly.After several instructions, Mr. ********************** still placed the plumbing for the island in the wrong place Installed bedroom doors that will not close or remain closed.He has damaged the newly installed cabinetry. Installed Bath vanities without plastering the walls and installing floorboards Tried to bill for work previously completed and paid for.He has mismanaged funds that should have been paid for the kitchen contractor.Due to the damage he has caused no other contractor will accept the project. Due to recent Hurricane **** construction companies are inundated with work; very challenging to get someone new.I'm seeking ********************** and ********************** to complete the work requested timely, efficiently, professionally.

  Business Response

  Date: 03/19/2023

  First let me say, ********************** grandson who is in the *** paid and is paying for this remodel. I have never received or took one payment from ********** or her mother. ********** approved change orders on this remodel unbeknownst to ******************, which resulted in ****************** finance team stopping the work that was in process on this remodel which in turn caused a delay in completing this project. Ms. ********** also approved a $12,000 bathroom without consulting ****************** finance team for an addition which had all the proper permits and has been framed and I have not been paid for this work. ****************** refuses to pay for this addition and he and his counsel have advised me to go Ms. ********** for payment. I had a meeting with Ms. ********** and her brother at the remodel and the floors and ceilings were measured in their presence which disputed Ms. ************ claims. There was a space between the ceiling and the cabinets because the cabinet company that she hired and has no affiliation with Freeman & Freeman did not push the cabinets up to the ceiling. The piping in the floor, which I will show everything in my videos, was placed there because originally Ms. ********** wanted the island there but changed her mind. There are no crack tiles. All windows and doors are hurricane rated, installed correctly and inspected by the *********************** and passed inspection. Freeman & Freeman does not seal floors, nor is it in our contract. The pictures that she submitted are from the beginning rough of the project. All subtractors that I used for this project are licensed and insured and are reputable businesses. This projected was delayed because of Ms. ************ distortion of the truth to myself and ****************** resulting in ****************** making her brother the overseer for the continuation of this project, which we are in the final stages of This was a 65 year old house with extensive termite damage that I had to renovate. I have fulfilled and have gone over and above to fulfill my obligations of this contract. After 28 years in business, I have never dealt with a client that has refused to take any accountability for any of her actions, dishonesty and behavior. Freeman & Freeman will continue to work with integrity and provide the best product to our customers and if it wasn't for our loyalty to ******************** we would have discontinued this project long a go.

  Customer Answer

  Date: 03/28/2023

  Complaint: 19516214
  
  I am rejecting this response because: Let me say, I do not wish to cause harm or unfairly discredit Mr. *********************** It is my wish to come to an amicable conclusion within a reasonable amount of time. With that said, that cannot happen if Mr. ********************** does not accept accountability to what he and the people he has hired to work this project. This home is 47 years old, not 65. We are CONSUMERS, who hire "EXPERTS", to do a job. We sought out his expertise. If he could not remodel this home due to termite damage or for any other reason, he should have informed us. We informed him at the very beginning of termite issues (which in my mind, he would have written in contingencies for such as wood replacement, etc in the contract). We advised him we had a company on contract for termite treatments. (2) It does not matter who is paying for the remodel. ****************** gave me, *********************************** (Aunt), to authorize any necessary work to be done for his grandmother, my mother. I also assisted ***************** in obtaining a contract for building other single-family homes for my nephew, ******************, of which ****************** had many, many difficulties with as well. ******************' finance team halted payments when they observed the severe lack of quality and workmanship that had been completed by Mr. ********************** on ******************************** home (home in dispute). I had requested of Mr. ********************** on several occasions in WRITING to submit a cost of all work done and work that needed to be completed and Mr. ********************** refused to respond. Almost $80,000 had been paid by ******************' team with no accounting or evidence of actual work being accomplished; there were failed inspections, stop-work orders by the city which caused a delay of two months, and many other issues. Mr. ********************** did not have a Project Manager assigned to this project, of which I asked for on several occasions due to the fact his subcontractors were making MAJOR mistakes such as: **the piping for sink in the Island being in the incorrect place. I have SEVERAL witnesses,including myself, observing where the cabinetmaker informed Mr. ********************** where to run the piping for the sink, Mr. ********************** MARKED the area, and it was STILL installed over two feet in the incorrect place! **I have TWO experts who can attest to the ceiling, of which Mr. ********************** installed, is uneven which caused the cabinets to fit improperly. In addition, you can visually observe the unevenness.This can be proven with a simple level or laser. If you observe the photos of the bath and walls, Mr. ********************** has installed the vanities without completing the floor and walls. I am no expert; however, I KNOW, that no professional would leave the floor and walls in such condition. If Mr. ********************** states that what is shown on the photos are common in the industry, I again would question his ability to complete this project.
  ****With regard to the additional bathroom, we inquired as to an ESTIMATE of COSTS for the addition, and many other projects such as sodding, irrigation, driveway,etc. Since Mr. ********************** is a building contractor we believe it only makes sense that he would have contacts to handle these other projects. We received estimates from other contractors as well for these additional projects to present to ******************. At no time did we authorize Mr. ********************** to begin on the addition until AFTER we stopped by the home and he had already begun. At that point, it was too late and we had no choice but to move forward for the totality of the project. Mr. ********************** began the Bathroom Addition project WITHOUT authorization AND WITHOUT obtaining the proper permits to do so. City Records do not lie. I have emailed Mr. ********************** CONFIRMING that the ONLY work he would be completing work on would be for the interior and in the email, he AGREED, yet he still continued to begin the exterior addition. ***I agree there were minor changes such as door selections, cabinet selections, etc. However,many of the "Change Orders" Mr. ********************** is referring to are from items we requested, and he DID NOT INCLUDE initially. When it was brought to his attention that these items were missing, he would send a "Change Order", which would then REQUIRE, according to the contract, an additional draw of funds. I have determined that this was purposeful. Very few change orders, if any, were approved. **Mr. ********************** indicates that all his subcontractors (**) are licensed. I cannot confirm or deny this statement.However, I highly doubt the ** who installed the windows was licensed. If so,his work did not reflect it. I doubt the ** who plastered the walls were licensed. Their work does not reflect it. It appears Mr. **********************'s contractors he has hired are causing more damage than they are completing work needed.While unfortunate, Mr. ********************** CHOSE them. They have damaged the new cabinets in the home, broken lighting that was purchased, as well as, destroyed a vanity recently purchased and will have to be replaced due to a subcontractor damaging the drawers while attempting to run a water line. I have included a photo of the vanity where Mr. ********************** installed a 4 inch faucet for an 8 inch sink!!
   ***The final issue which caused ****************** to cease issuing funds was the email wherein Mr. ********************** requested another DRAW of funds and I requested a breakdown as to what the funds would cover and he submitted a list which included many items that had already been paid for in a PREVIOUS draw request. When it was brought to the attention of ***********************, and observing the poor, deficient, substandard level of work completed for the $80,000 that had already been paid, funding ceased and my brother,*****, was requested by MYSELF and ******************, to step in. After an entire YEAR, my mother and I were mentally and emotionally drained to continue to deal with Mr. ********************** who was obviously taking advantage of us. At this time, we are STILL attempting to allow Mr. ********************** to stand up and be a man of professional integrity. Hence, this complaint and attempt to settle this issue. My family has hired a Professional Project Manager who has agreed to work with Mr.********************** in attempt to complete this project and to ensure the work is completed to a standard befitting an ethical contractor. My father built this home and died three weeks ago while awaiting the completion of this project. I am hoping that my mother can live to see and enjoy its completion. One year is MORE than enough time.  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 04/28/2023

  This response was taken verbally by BBB:

  Mr. Freeman refused to work with the project manager. He has completed some additional work on the home, however, the quality of the work is not up to standards.
  
  

  • There are nails sticking out
  • The plaster work is not good quality
  • The tiles are uneven, ungrouted and the workmanship is not up to standards
  • The double vanity cabinet has not been replaced after they were destroyed by a flood caused by the shortcut they tried with the plumbing
  • They have cut into the weight bearing beams of the home and re-plastered without the county inspector inspecting
  • They used flat paint instead of satin as contracted
  • The wrong type of toilets were installed
  • There is no plyboard at the bottom of the addition, about 10-12"missing. There is only lathe that is packed with stucco. We have been advised by the county inspector that this is not to code.
  • When he poured the foundation he cut into the weight bearing beams around the doors, the inspectors advised this will not pass inspection.
  • Our project manager, that the owner hired, is preparing a report of all of the issues that need to be addressed and we will need to hire them to correct these issues which will cost us extra money due to all of the issues caused by the business. We expect the business to cover the cost of the corrections needed.

  Business Response

  Date: 05/23/2023

  The Complaint is regarding the work at ******************** home is a lot of miss guided hearsay by others.

  Can she Identify the Nails sticking out, plaster complaint, tiles work? There's no proof to any of these complaints. The double Vanity was damages by one of my subs and we have agreed to replace it, but on several occasions  we have tried to work there, and she gets hostile with the workers and tell them to stop. This weight bearing wall complaint was where we chipped a little concrete off the beam to install a new door, and my engineer (***************) provided a letter, that's been submitted to the ********************* regarding this matter. The Paint was satin, if they would take time to read the Label. The Toilet is a *** approved toilet. When the concrete was removed we did not cut any bearing walls, we only removed the concrete floor. My inspections passed and ******************** has moved in the home. The only way we have been able to proceed and get to this point is having *************************** (the Brother) Stand Guard to avoid confrontation and hostility so this job can get to this point.

  I did not comment on the Plyboard comment because it does not make any sense, and My Engineering Letter covered the structural integrity off the Addition I was not paid for.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 19516214
  
  I am rejecting this response because: I am unsure as to what Mr. ********************** is referring to as to the hearsay of others.  I consider the city inspectors as experts and their documentation and explanations while on site have been my guide.  In addition, we have been living through this so I can only relay facts of what I have seen and experienced.
          Regarding nails, plaster, and tile workNails and screws are sticking out from the front door. The door was insulated with toilet paper. (see pics). The corners of the tiles in the bath and other rooms are not finished.  The floors behind the vanities are not completed. (pics)  
          Mr. ********************** advised to put blue tape on areas that required replastering before we were told to move into the home. Upon moving in, the blue tape remained. No work had been done. (pics).
          Not one of his workers, if they are truthful, can indicate that I have ever been hostile. Mr. ********************** and his attorney met with me and my mother, there was no hostility. Mr. ********************** did not have a Project Manager and refused to work with the one we hired. Mr. ********************** has used unlicensed subcontractors to do a majority of the work that has been performed and therefore on numerous occasions, the work has had to be re-done! 
          The paint on the interior of the home is FLAT paint, fingerprints are all over the walls and cannot be wiped or cleaned. They are permanent. If it were satin paint, we would be able to wipe the walls. 
          Mr. ********************** did not chip a little concrete, unless over a foot is what he considers as chipped.  He has CUT at least over a foot into the weight/load bearing beams around the front of the home which, by construction standards, has compromised the stability of the home. Load bearing beams (trussed beams) are used as support across vast spaces. If these are compromised, it can, in turn cause the progressive collapse of the adjacent trusses/beams. 
          Due to mothers spondylosis condition in her back, Mr. ********************** instructed that we email a picture, we did so on several occasions because he could not find it, and Mr. ********************** refused to install it. 
          I agree Mr. ********************** did not cut into the load/weight bearing beams when he removed the one foot of concrete flooring. Mr. ********************** cut into the beams when he installed the one-foot thick concrete flooring, which caused him to be unable to install the doors, and he in turned cut one-foot into the beam to allow for more height to install the three doors around the home, which has now caused the entire area around the front of the home to be compromised. My mother is 87 years old and I still ****** as to why he poured flooring so high. It was never authorized. We discussed an estimate of cost as to Mr. ********************** leveling out the flooring, of which he estimated at the time to be less than two inches, which would allow for the enclosure and prevent water from flowing in from the exterior when it rains. As to the Engineering claim not being paid for.it is because we requested an ESTIMATE of costs. We never authorized the work. Mr. ********************** started the work because we complained that no work was being done to the interior of the home because the inspections were not being passed. He then started the exterior work without authorization to cover the issues of the inspections not passing. He then was issued a stop-work order because he did not get permission from not only us, but the city to do exterior work!!! 
          After a year and a half of this project, Mr. ********************** passed his rough plumbing and electrical inspections in 2023!  Mr. ********************** has failed ALL structural inspections. And to this day, the letter submitted by his engineer requesting compliance by the city has been DENIED.
          Multiple Inspections have not passed. This is a quote from the *********************** *********************** After 1.5 years of this remodel project, this should not be happening. Mr. ********************** has caused more DAMAGE to the home than repairs. 
  **We moved in "at our own risk", and because we could not afford to continue to pay rent elsewhere to live and pay mortgage on our home that is being worked on by Mr. **********************.  I believe we have been more than patient considering the circumstances.  
  
  I have also attached the bath seat that we requested to be installed by Mr. **********************.  Upon my mother, who weighs 160 pds, it crashed. If it had not been for my brother's assistance, she would have fallen to the floor.  Needless to say, the seat has been removed. ********************* damage to the exterior flooring.  I have already submitted photos of the one-foot of cement flooring Mr. ********************** poured which impeded entry into the home. 
  
  Thank you for your assistance in this matter.  My apologies for the late response.  We have had to temporarily return to the place we lived while displaced just to bathe. The shower doors have major water leaks and we are attempting to avoid further damage.  

  Please find the letters from the city regarding the framing and Sheathing/Engineering failed notifications and requests. 
  
  if there is any other information or response needed, please let me know. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/09/2023

  We have been in business for 28 years, and throughout our long-standing relationships with clients, we have strived to provide excellent service. However, we understand that ******************** has expressed dissatisfaction and made various negative comments regarding our work, our character, and the quality of our services. We respectfully deny any accusations of using non-licensed contractors, as all subcontractors employed by Freeman &Freeman are licensed and insured. Please Check All Permits for all Subcontractors.
  
  
  Let's address the specific concerns **************** raised in her complaint. Firstly, regarding the "door being installed with toilet paper," we did not seal the door because we were informed by the owner that the door would be replaced. As for the paint quality, we have conducted multiple touch-**** but it's possible that fingerprints or marks have been left behind by ******************** movers, subcontractors, or other individuals living in the homes.
  
  Regarding the comment about the door cut, the small amount of concrete that was removed did not affect the structural integrity of the home. Our engineering reports have been accepted and approved, validating the safety and soundness of our work.
  
  Furthermore, the concrete flooring was installed based on ************************** request. However, after observing the elevation, she requested a demolition. We have not received payment for this install or demolition, which is still pending.
  It's important to note that **************** is not the owner,and we cannot engage or recognize any request for change order or further work with her in that capacity. This facts has made ********************** belligerent and hostile. On one Occasion her son has Verbally abused our Employee, when this was brought this to her attention she shrugged it off and was very dismissive of this serious situation.
  
  We have been in contact with the owner, **********************, and have reached agreements on the punch list items for the home.
  
  
  At Freeman & Freeman, we have established ourselves as a legitimate and reputable contracting business over the past 28 years. We take pride in our work and have never received a complaint until now. These allegations are tarnishing our reputation. As a minority-owned business, this situation is particularly challenging for us and our business partners, causing significant strain.
  
  We understand the importance of resolving this matter promptly and professionally. We are committed to finding a suitable resolution for all parties involved. We value our clients and aim to maintain positive relationships. If there are specific concerns or issues that need to be addressed, we encourage The owner  **************** to reach out to us directly, so we can work towards a satisfactory resolution.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 19516214
  
  I am rejecting this response because:

  Just to be clear, I am ***********************************, daughter of the homeowner, ***************************. Due to my mothers age and lack of experience with computers, I am writing these complaints and responses in the presence, awareness, and in conjunction with ******************************** 
   
  I, ***********************************, have spoken to several of the subcontractors that have completed work on our family home. After observing the lack of skill in the work, I asked specifically if they were licensed, and they indicated NO.  In addition, I asked if Mr. ********************** had knowledge that they were unlicensed and they stated YES. Although the permits indicate the names of subcontracting companies, it does not prove that the companys plumber who installed the plumbing in the home was licensed, NOT the company he works for.  The plasterers that worked in our home were NOT licensed per their own admission. 
   
  It does not matter whether the door was going to be replaced or not, Mr. ********************** installed a door that we consistently indicated we did not request AND insulated it with toilet paper (photos have been submitted).
   
  There should not have been touchups when 80% of the home required wall replacement, which in turn required stucco and paint. Mr. ********************** was informed that a semi-gloss point was requested BEFORE stuccoing and yet FLAT paint was used for the interior of the home. Mr. ********************** requested that we select the paint, which we did on several occasions, and STILL FLAT paint was used. 
   
  As to the exterior flooring, it was discussed during the request for an estimate of costs as to the amount it would take for the flooring to be leveled, of which Mr. ********************** indicated about 1 to 2 inches of cement to bring the entire area to the same level in order to ensure rain would not flow into the enclosed family area.  NEVER in any way shape or form did we REQUEST ***** inches of cement to be poured into the area!! It is ridiculous! I have no training or expertise to request that amount. We depended on the expertise of Mr. ********************** who indicated it would take 1 to 2 inches to level the floor.  All we requested was an estimate to level the flooring, nothing more. In addition, how could we request it when my 87-year-old mother would not have access or be able to enter due to the height??
   
  Lastly, actions speak louder than words. I have attempted on numerous occasions to speak to Mr. ********************** regarding the poor quality of work and professionalism. I have requested that he provide a work plan so we knew what he was planning to do to ensure no confusion as to the work to be done. Mr. ********************** refused. I requested that he just call and advise us as to when he planned to complete certain ****** refused. During times when I indicated my displeasure regarding the poor quality of work, i.e., the crooked windows and windowsills, flooring, tile flooring, leaking showers, the 11-inch cement flooring pointed the day before Hurricane **** etc, I was accused of being hostile. My displeasure was not hostile. My mother and I cried in the presence of Mr. ********************** out of frustration, which is why I reached out to my brother to step in as a man in hopes of intervening.
   
  The punch list that Mr. ********************** mentions from three months ago still has not been completed! This is not the first punch list, it is about the fifth!! Mr. ********************** just does not follow up, does not communicate, and does not follow his own agreements!! Which is why this project is still ongoing. 
   
  There is no excuse that a basic remodel should still be ongoing. This contract was signed in January 2022 and today in June 2023, the work is still unfinished, we have had no final inspection on the structure, plumbing, or electrical after a year and a half. The behavior and actions of Mr. ********************** are not the actions of a professional company.
  It is not the actions of a company that values its clients.
  It is not the actions of a company that builds a positive relationship. 
  Mr. ********************** complains that this relationship is causing significant strain on his business, which he has caused. My mother and I depended on his expertise and not only has his workmanship been severely poor, Mr. ********************** has damaged the structure of the home by cutting into the load-bearing beams of the home! 
   
  The strain of this 1.6-year ordeal has taken severe stress on my 87-year-old mother and 84-year-old father. Unfortunately, it took its toll on my father who died in February awaiting the completion of this project. 
   
   Since Mr. ********************** is still on the permit, no other contractor is allowed to work on the home. Mr. ********************** has indicated to us that if we write a letter holding him harmless of all the disastrous work he has done, he will sign off from the permit for the interior work. We can not do that. 
  
  He has stated on several occasions that he would correct and install the double exterior doors for the bedroom. The inspectors have indicated they will not pass the inspection without exterior doors being installed since Mr. ********************** has not completed the exterior area past that door.  Followup on his agreement to replace the Island lighting his Subs broke?  Repair the both bathrooms leaking showers? 
  
  Can Mr. ********************** agree to complete these, amongst other issues?   
  
  
  Sincerely,
  
  ***********************************