Complaints

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• Initial Complaint

  Date:01/04/2024

  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.

  On 10/19/23, I signed a construction contract with Samson Construction, LLC., for repair of water damage to various rooms of the residence.At that time, i paid $16,924.25 to start construction.The nature of dispute encompasses many areas of the project:1) The contract was not amended to add the committed items.2) Items selected and emailed weeks prior to start of construction were not ordered 3) Continuing back and forth communications with Samson about honoring the commitments made by manager 4) Poor execution and oversight of the various phases of work 5) Lack of communication 6) Poor quality of workmanship (most egregious is painting the master bath the wrong color twice)7) Lack of leadership response to multiple inquiries 8) Very slow in effort to resolve issues 9) A week after an extensive walkthrough with operations manager, there has been no follow up of items discussed, other than kitchen backsplash and cabinets. 10) At the time of this writing (1/4), Im still awaiting a response to additional issues documented and sent to operations manager on 1/2.

  Business Response

  Date: 01/19/2024

  
  
  To Whom it may concern,
  In response to the complaint file by our customer *************************. We received both the initial mailing dated 1/4 and second mailing date 1/12 yesterday. We apologize for the delay in response on our behalf but again we received these complaints via mail this week.
  The customer contacted us in May of *************************************************************************************** December of 2022. We met with him and provided a scope of work and estimate to his insurance company based off the damages that were present. The customer did not agree with our assessment of the scope or with the coverage his insurance company was allowing. He worked with his insurance company for months to get additional coverage for items outside of our initial scope of work. He was finally able to reach an agreement with his insurance company in October of 2023. Once the additional coverage was extended by his insurance company, we added the additional items to our scope of work. The customer signed our ******************** contract on October 19, 2023, and paid his initial deposit however construction could not begin until his contents were moved from the premises. The customer contracted with a moving company which did not remove his belongings until 11/28.We began work on 11/29 which was estimated to take approximately 8-9 weeks, putting his estimated completion date at 1/24/24 or 1/31/2024. We have worked diligently to complete this project with quality workmanship and within our estimated timeframe. We acknowledge issue have come up however we have worked as quickly as we could to resolve any issue that has come up during the process.We have no control over the length of time it takes the customers insurance company to review, approve, or respond to issues or requests. Likewise, we are a General Contractor and our trade partners set their own schedules. We do not dictate to them when and where they need to be on a daily basis. We work with them to get on their schedule as soon as there is an opening. We did have a meeting with the customer on site on 12/29 and discussed some of his concerns as well as outstanding work. We came up with a solution for the outstanding work to be completed and addressed his concerns to the best of our ability. We did receive the customers email on however it was received in our spam fold so while it was received, we did not see it until today when we read the complaints. Our Operations Manager has already responded to the customers email and we are committed to working with the customer to resolve any outstanding issue and complete the project.
  
  To address the specific issues outlined in this complaint:
  We are not sure what he is referring to and are not aware of anything that would require our contract to be amended.
  We are not sure what items he is referring to. Material purchases for this project were made in accordance with our standard procedure. We do not have control over shipping and delivery timelines or delays.
  The customer has stated that the previous Project Manager had agreed to multiple items that were outside of our scope of work or over and above the amount provided by the customers insurance company. This is outside of our company protocol and is why we have a written scope of work and a change order document to reflect any changes to that scope and associated costs. We have no record of the agreement, and the customer has not provided any record of the agreement when asked to provide it. We, however, in good faith, purchased and installed the customers selected material which was significantly over the amount provided by his insurance company at additional cost to the company but no additional cost to the customer.
  The statement is vague and without a specific example we are unable to provide a specific response other than, we dispute his statement.
  Again, the statement is vague and without a specific example we are unable to provide a specific response other than, we dispute his statement.
  We acknowledge we have had multiple issue with the paint color in the master bathroom. The issue is due to not having a proper selection form from the customer. We are happy to repaint once again now that we have the selection which was given to our Operations Manager on 12/29.
  Our Superintendents and Project Managers run the projects, not our management team. Our Operations Manager steps in, as needed, and helps to resolve issues but doesnt take over the daily management of the project as that is not his function. After the customer repeatedly called the Operations Manager with questions or concerns that could have and should have been handled by the Superintendent and/or Project Manager, he was directed to work with them.
  Again, we work as quickly as possible to resolve issues when we are made aware of one. We do not control our trade partners schedules or the have an influence on the responsiveness of the customers insurance company.
  Again, all issues brought up by the customer on 1/12 we resolved before we left that day. We assume the customer is alluding to the scratches on the newly installed hardwood floors which we have photo documentation before and after the moving company returned his belongings that shows they scratched the flooring not Samson or any of our trade partners. This was told to the customer by the Operations Manager that day.
  As stated above the email was received in our spam folder but was not seen until today.