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:06/19/2025

  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.

  I entered into a contract with Creative Contracting Group on 03/4/2025 to complete a full remodel of my primary bathroom. All fixtures, flooring, vanities were to be demo and replaced. Outside of the $18,600.00, I was only responsible to provide toilet paper holder, vanity handles, and towel bars. *** failed to include a budget for the toilet and I failed to realize this before signing. When I initially brought it up, there were some back and forth and was initially given a $400 budget. Now *** wants to give me a $110 toilet, the exact type of toilet I told them I did not want. They are saying it is because I am over budget for the vanities/counter tops. They are however refusing to tell me the exact amount the vanity/counter top cost. I was initially told the budget for the vanity was $1500 each. This amount was shared because at one point i tried finding my own vanity as I did not like the one provided by their preferred vendor. Prior to signing the contract and after receiving the initial quote, I spoke with **** *****. I asked about the budget for the fixture/tiles and asked if I am over budget in one item and under budget in another, can it be supplemented and I was told yes. The fixtures I have selected were all under budget with the exception of the toilet. I told them that I want to supplement and they are refusing stating I am over budget on the vanities. They want me to pay the difference for the toilet but they still refuse to tell me how much the vanities cost. Both parties can not come to an agreement. ***** [co-owner] have stated that he would call the office to give me a refund and I as well have requested to part ways since no agreement can be reached and ****, the sales person has been very nasty to me and he said that i cant speak to anyone else but him. Now *** is trying to withhold 5% of my deposit although it is mutually agreed that an agreement cant be reached. This 5% fee they are trying to keep is not stated anywhere in my contract.

  

  Business Response

  Date: 06/23/2025

  We appreciate the opportunity to respond. The customer signed a contract on March 4, 2025, for a full bathroom remodel. While a toilet was not listed as part of the contract scope, we made efforts to accommodate her requests after the fact. We initially offered to provide a standard toilet at no cost, and when she requested a more expensive model, we asked that she cover the difference.
  Although budget details were discussed informally, the contract governs the project scope and allowances. Despite our efforts to move forward cooperatively, the customer requested to cancel the contract. We honored that request and issued a refund of $9,000.00 out of her $9,300.00 deposit. The remaining $300 was retained solely to cover deposits, administrative, and coordination costs already incurred.
  The customer signed a mutual release of contract and accepted the refund. We consider this matter resolved and handled fairly on all sides.

  Customer Answer

  Date: 07/09/2025

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