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:07/11/2023

  Type:Order 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.

  Executed a contract with CavinBuilt LLC on March 22, 2022 to renovate my home at **********************************************************************. Contract ****** the work should only take 5-6 months. We are now over a year since signed contract and approaching a year anniversary since the day they began work.CavinBuilt never hit benchmarks/deadlines and moreover made a mess of our driveway and backyard. Trash/litter scattered all throughout our backyard and driveway, PorterPotty had broken door and was left open daily aggravating the neighbors. A pipe burst in the house and leaked into our basement: Basement has still not been cleaned and we are afraid of mold. My wife became pregnant and our temporary living home came to an end (10MO into construction). We then hired a lawyer. Upon arrival the house was not habitable by lawful definition.We were forced to move back into our home due to our temporary living situation expiring.When we complained we never received course correction, expedite plans, etc., instead we were told ****************** permitting was the problem/delay, the supply chain issues for the windows was the delay, negotiating w/ electricians and the roofers was the delay, or they would blame us directly for not choosing items to install in our home. We paid our bills immediately. 3 months ago I went against our attorney's recommendation to withhold funds from CavinBuilt. I thought that would make matters even worse and CavinBuilt would become vengeful, work would degrade, etc. Instead of paying the checkpoint cost of $30k, I paid CavinBuilt in full for the rest of the project; $100k in good faith after having a "heart-to-heart" call w owner. Instead, this backfired and they became even more delinquent. Work has now slowed down to just 1 person from CavinBuilt coming to our home a week and doing minor "final punch-list" items. We created the final punch-list with CavinBuilt over a month ago and only 15% of it has been completed. Filed complaint w/ ** SoS Licensing.

  Business Response

  Date: 07/11/2023

  We are currently still working on the project. The permit took more than 2 months to obtain, the specialty windows the customer chose were on back order for **** weeks, there has been 21 change orders from the customer which also prolong the project, there are still items they are saying need complete that were not on the original estimate or have a change order submitted, we currently have ************** and painters on site, electrician will be there this week to finish up electrical punch out and complete another change for the customer, plumber was also on site yesterday to install the second toilet due to customer didn't like the first one he picked out and new toilet came in without a tank and now will have to make another trip after the customer gets the missing tank. The contract does not state any exact timeframe for the project and it also states that permitting and backordered materials are out of our control and change orders will prolong the project. *********************** stated today that the quality of work was very good, she was just upset at the timeline. We are currently working towards getting this project completed. 

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20298472
  
  I am rejecting this response because:

  No accountability was taken in this response. We have many items of evidence in writing from CavinBuilt owner and Project Manager, across numerous project facets, that prove the owner's statements false and/or misleading. When questioned and/or confronted about contractual obligations, health risks, and timelines, the owner replies exactly as he did here; pointing out very low-impacting delays or 1 mistake we made getting the wrong toilet to deflect from the very serious complaints/problems at hand. The incorrect toilet being installed into our house caused CavinBuilt 0 financial impact or delays. They installed a toilet into a new bathroom they were hired to build. They have not sent the plumber back to the house to replace the toilet with another toilet. We will be hiring our own plumber to replace this toilet as it was our mistake we take full responsibility and accountability for. We will reject the CavinBuilt plumber if they attempt this simply for reasons of leverage and vengeance.

  There are clear and evident issues of internal communication amongst CavinBuilt which have resulted in late orders, missed orders, and mistakes in orders; all causing major negative outcomes the only we/the Customer have to endure, costing us money and time. There are clear and evident issues of external communication from CavinBuilt to us/the Customer.

  Multiple promised deadlines/completion target dates that have gone long passed and missed, resulting in displacing our family, including *********************** who is pregnant. We also have in writing our communications around how important it is that we get a truthful and accurate estimation from them so we can plan. CavinBuilt communicates normal, industry standard and reasonable timelines (to what we argue is to appease the customer and/or drive a sale/upsell of services), and then sends what has be called a "skeleton crew" or often times no crew at all to the job site. We have multiple accounts, not just our own, as usable evidence. Moreover, reading online reviews of CavinBuilt, those that are legitimate often share similar complaints of CavinBuilt's slowness or even abandoning job sites.
  

  There are many other documented areas of dishonesty or health hazards we are keeping confidential at this time.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/12/2023

  I am not going to continue with this complaint other than to say we are currently working to complete this project to the best of our ability.