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:10/15/2024

  Type:Sales and Advertising 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 had stucco replaced on my home and the contractors caused excess wear and tear on a roof that is only a year and two months old at the time the repair was completed. Looking to have the shingles replaced

  Business Response

  Date: 10/16/2024

  To clarify the work performed on Mr. ****** home was not a full stucco removal and replacement (contract attached), we only removed and replaced 2 panels and fixed the small testing areas the engineers did.  He also declined to do the full proper process of completing the paint on the home to protect the seals we added on the cracks.  Against our advice his home is not completed as it should be and is likely to incur more damage the longer its not properly completed.
  There is absolutely no roof damage on Mr. ****** home.  Our project manager **** completed a site visit yesterday and climbed on the roof to inspect and take pictures and videos.  ************** filed this complaint BEFORE he let us complete the site visit.  Please see attached pictures (video format would not attach but I can email it if necessary) of his roof.
  When our project manager pointed out there was no visible damage to the roof to Mr. ****** his response was "there's no visible damage but I know there is damage".  Mr. ***** hasn't provided proof of the alleged damage to his roof and can't give specifics of what the damage caused is.
  Below is a time line of the events that proceeded completion on the work performed on Mr. ****** home.
  8/15 Project Completed
  APX 9/1/24 - Received Notice from PM *. ***** that HO wanted to discuss perceived Discrepancies.
  APX 9/5/24 - Had lengthy and detailed conversation with homeowner to listen to his concerns.
  APX 9/5/24 In same phone conversation,   I advised homeowner there may be little to nothing we could do; Homeowner stated he understood but I suggested He text some pictures so that I could review.
  I advised it would be at least a couple of weeks before I could process the information and respond.
  9/10/24 Received email from HO stating he wanted update, And I responded that we were still reviewing as previously indicated.
  APX 9/25/24 I called homeowner but no answer, so I left voicemail.
  10/4/24 - HO emailed request for update
  Delayed response due to Hurricane ******
  Responded on 10/14/24 to advise I have site visit scheduled for him on 10/15/24
  10/15/24 Met and spoke with Homeowner.  Completed site walk together.
  During the walk homeowner identified only one small area where we had sealed hairline crack on first floor elevation, left side and homeowner pointed out microscopic bubbles in the paint that he had applied over the sealant.
  Homeowner also pointed out one small area Above front door entry where there were remnants of a mud ****** nest and stated pressure washing should have been better: I explained that we cannot use high pressure water to spray under the soffit area.
  I deployed ladder to inspect roof.
  Took Detailed photos and video of Roof and found no evidence to support homeowners concern that roof was damaged or deteriorated in any way due to activity during the repair process.
  Homeowner did not accompany me on top of the roof and just said that pictures do not do the area justice when trying to explain what he was trying to articulate
  To date; Homeowner had still not completed the paint on his own to avoid further damage or water intrusion since the time of our repair and sealant when the project was completed.
  I left Our meeting respectfully and amicably and stated to the Homeowner that we would be in touch if there was any further action required.
  
  
  Thank you,
  
  Anybel ****
  
  
  Operations Manager
  Aptitude Associates
  *************
  *********************br>*******************
  
  From: **** ********** <************************************************************>
  Sent: Wednesday, October 16, 2024 10:16 AM
  To: Office Aptitude <*******************************************************>
  Cc: ******** ***** <*******************************************************>
  Subject: 290 Buck *** Way - ****** ***** | BBB Report
  
  
  8/15 Project Completed
  APX 9/1/24 - Received Notice from PM *. ***** that HO wanted to discuss perceived Discrepancies.
  APX 9/5/24 - Had lengthy and detailed conversation with homeowner to listen to his concerns.
  APX 9/5/24 In same phone conversation,   I advised homeowner there may be little to nothing we could do; Homeowner stated he understood but I suggested He text some pictures so that I could review.
  I advised it would be at least a couple of weeks before I could process the information and respond.
  9/10/24 Received email from HO stating he wanted update, And I responded that we were still reviewing as previously indicated.
  APX 9/25/24 I called homeowner but no answer, so I left voicemail.
  10/4/24 - HO emailed request for update
  Delayed response due to Hurricane ******
  Responded on 10/14/24 to advise I have site visit scheduled for him on 10/15/24
  10/15/24 Met and spoke with Homeowner.  Completed site walk together.
  During the walk homeowner identified only one small area where we had sealed hairline crack on first floor elevation, left side and homeowner pointed out microscopic bubbles in the paint that he had applied over the sealant.
  Homeowner also pointed out one small area Above front door entry where there were remnants of a mud ****** nest and stated pressure washing should have been better: I explained that we cannot use high pressure water to spray under the soffit area.
  I deployed ladder to inspect roof.
  Took Detailed photos and video of Roof and found no evidence to support homeowners concern that roof was damaged or deteriorated in any way due to activity during the repair process.
  Homeowner did not accompany me on top of the roof and just said that pictures do not do the area justice when trying to explain what he was trying to articulate
  To date; Homeowner had still not completed the paint on his own to avoid further damage or water intrusion since the time of our repair and sealant when the project was completed.
  I left Our meeting respectfully and amicably and stated to the Homeowner that we would be in touch if there was any further action required.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22417620
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *****

   

  i never once said there is no visible damage. You can see on the roof or how worn down the shingles are where the workers had completed their work. I was never spoken to by anyone telling me that there was no damage to my roof. I filed this complaint after I wasnt getting a response from the company.   For a 1 year roof the shingles now look over ten years old and for a new roof that would be considered damage

  Business Response

  Date: 11/01/2024

  We do not agree to the responsibility of the wear and tear of the roof.  You can clearly see in the video we have that the roof has no damage.  We do not agree that we did not communicate with homeowner as we have provided the timeline of when and how we contacted the homeowner. 

• Initial Complaint

  Date:12/17/2023

  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.

  After they make a mistake on the color choice on the first schedule they reschedule to correct their mistake. One of their manager was agree and accept that was their mistake. On September 13, they sent me an email confirming they schedule me on the 26 of September.

  Business Response

  Date: 12/18/2023

  We have had multiple communications with customer which I have attached.  We even sent our project manager to speak to them in person.  We provided the customer with a solution to an error committed by them.  They originally submitted incorrect colors to paint their home.  Below is the last email sent to the customer which we never received an email reply back to.
  

  "Good Afternoon,
  

  The attached screen shot you have sent where you sent to ***** STILL has the WRONG colors you chose on the paint form.  There is no confirmation from ***** stating that he is changing any color or that you made him aware that that was an incorrect form.
  
  You have stated multiple times to *** and **** that you spoke to ***** before the paint was done and he stated he would paint the home the other colors you needed.  We have a policy where we do not take ANY paint color changes/choices verbally it MUST always be in writing, ***** knows not to agree to anything verbally.  At this point all we can go off is the multiple email communications we have had with you where you have submitted the incorrect colors you now would like for us to correct at no additional cost.
  
  This will not be possible.  As I stated before you have 2 options, we finish the 30% in the original colors you chose or you pay the additional fee to paint the home the colors you would like.
  
  By the way if you choose option 2 please submit a revised paint form, as you told **** that the 2nd revised paint form you submitted are different colors but are still the wrong colors. 
  
  Any further communication will need to be in writing as we want to make sure there are no additional mistakes/miscommunications between Aptitude and yourself."
  

   

   

   

• Initial Complaint

  Date:07/31/2023

  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.

  We contracted aptitude Associates to repair our stucco and repaint our house. The workers caulked the cracks incorrectly leaving excess and thick caulk lines 2 - 3 inches wide across all cracks. They are supposed to wash down the excess caulk so the texture from the stucco shows through, leaving only the crack filled with caulk. They claim to have tried to fix this by doing multiple coats of paint and are blaming the stucco and our paint color choice. We have made it clear multiple times that the paint isn't the root cause, but the poor workmanship of excessive caulk over the cracks. They very well may have applied industry thickness of paint, but that has nothing to do with the excessive layer of caulk that now is very visible and raised. The original work and subsequent 'fixes' were done between 7/12/23 and 7/26/23. The house is in worse condition than before the work began and we expect the contract to be fulfilled on fixing our stucco. We will continue to take additional steps until this is corrected. There is no one at this company that would allow their house to be in this condition and pay for it. All the houses that they worked on in this neighborhood are from the same builder, built around the same time. Yet somehow only our house has extremely visible patch lines across the entire house.

  Business Response

  Date: 08/04/2023

  To begin with, for context, this home, as well as multiple other houses in the neighborhood, were the subject of construction defect litigation primarily for defective stucco installation.  The plaintiffs attorney retained a stucco expert and either settled at mediation or obtained funds at arbitration.  Some homes qualified for partial or total stucco removal and replacement, and others for patch and paint.  The Wanchiks house had numerous spiderweb type cracks throughout the stucco.  Some cracks were wider than others and the quality of the stucco was generally poor. Our proposal included fixing the test holes the engineers made, what we call patch in our ***************** the hairline cracks and painting the home.  All of these items were completed to industry standards
  
  The cracks that were already present on the home were sealed with elastomeric sealant from ********************************  The homeowner has an issue because the application of the sealant was made where the cracks are more visible after painting the home.  The Homeowner contends that we caulked the cracks incorrectly leaving excess and thick caulk lines 2 - 3 inches wide across all cracks. The content that we were supposed to wash down the excess caulk so the texture from the stucco shows through, leaving only the crack filled with caulk.  As a licensed general contractor that has performed stucco remediation on countless homes, the homeowner is incorrect.
  
  Theres a few reasons for this:
  
  The home is synthetic stucco thats never been painted before.  Synthetic stucco if never painted absorbs an extreme amount of paint not coasting as well as preferred.  Our workers had to use more paint than normal to cover the home. This was confirmed by the ******************************* representative. 
  Further, the original stucco applied to their home was defective, it was not applied with enough depth to their ridges.   
  The homeowner chose a very light color, almost white, and a light color doesnt help cover imperfections.  Our project manager did suggest they go with a darker color and explained this to the customer before paint was purchased.  
  
  We did the exact same process with the same crew preforming the work for their neighbors home across the street. The neighbors home did not have the same defective stucco issues, above mentioned in issue #2 and #3, therefore the cracks are not as striking, but still present.  That homeowner is satisfied with the end result.  As for aesthetics,
  
  After we finished the job the customer voiced their concern and we took steps to try and address their concerns.  We repainted the home to add another layer of thickness and see if this would correct the issue.  We purchased an upgraded paint so that this second painting of the home would be the thickest possible in order for the cracks to be less visible.  After the second paint job the cracks were less visible but did not completely disappear therefore the customer is still dissatisfied. The cracks were never intended to disappear completely only a total removal of stucco and replacement of stucco will achieve this and that is not what was contracted.
  
  We had a ******************************* rep out to test the milage of the paint and the application of their sealant.  I have included the final evaluation from *******************************, please see last paragraph.
  
  In conclusion, I wish to reiterate that our work was performed in accordance with the manufacturers specifications and pursuant to industry standards.  Moreover, Aptitude has performed stucco remediation and painting services on ****s of homes and the stucco cracks on this home have been properly remediated and painted. Aptitudes workmanship was top of the line and with all products determined to be performing as intended.  
  
  "We met at ****************************;to address the homeowner concerns that there was insufficient amount paint applied and visible crack lines. After examining the house, we concluded there was an adequate amount of paint applied to the house especially after combing through past invoices to determine quantities purchased and by performing a mill test along the perimeter of the house. All visible cracks were sealed and painted over with an elastomeric and acrylic topcoat. Respectfully, *****************************"
  
  

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20392130
  
  I am rejecting this response because:

  Aptitude is in breach of contract.  Backroll was not done on a majority of the house as stated in the contract would be done of which we have video surveillance. Poor workmanship is covered under ** statute 558. We have video surveillance that proper effort was not attempted to remove excess caulk. In actuality, no effort was made to remove excess caulk. You can not make a statement that everything was done according to industry standards when the project manager was never at the site and observed the work. He also signed off that the job was complete while never seeing the completed work. You keep stating you've done thousands of jobs but readily admit in writing that  you have not experienced what has happened to our house. The neighbors house was built the same time, by the same builder. You offered to change the color for a 'fee'. We have it all in writing. You would never post a picture of our house on your website or social media. You would never tell a prospective customer to check out out house. You would never let a company walk away from your house left in this condition. Other business have come out to inspect the house and give estimates. ALL have said the caulking process was not done properly and you cannot paint over it and it all has to come off. After watching ******* videos,  I'm 100% certain I would have done the caulking process better. You have to remove the excess caulk. You did not. The result is extremely visibly lines that cover the entire house like a jigsaw puzzle. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/10/2023

  The manufacturers representative already offered an opinion of the ******************************* products used on Mr. ******** home.  ****************** does not like that opinion so he is offering his own. ******************, however, is not a construction professional.  ****************** desires the look of a complete removal and replacement of his stucco, but at the price of a seal and paint job.  Our contract limits our warranty for patch and paint because we cannot warranty against cold joints, etc.  The ******************************* products are functioning as intended. This is clearly now a civil dispute.  ****************** is using legal terms such as breach of contractand ** Statute 558, although we have not received any such statutory notices from him.  We have, however, recorded a construction lien against his property for non-payment.  

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20392130
  
  I am rejecting this response because:
  

  I am not a construction expert. I had 'experts' in your specific field give me estimates and all said your work was not done properly and has to be removed.  If you stand by your work, post the attached picture on your website or lack of social media. Notice of claim is forthcoming. 
  Sincerely,
  
  ***********************