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:08/18/2022

  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.

  On June 21st 2021, I contracted FAW Construction to finish my basement. This included a living room, a bedroom, a full bathroom, and a playroom. Construction began in July, and we dealt with a number of delays and issues along the way. I was given the final invoice on December 20th, and my check for that invoice was cashed on December 30th. Overall, I paid $35,154.13 for the job. Fast forward to March, and I found out that the exhaust fan installed in the bathroom was not actually pulling air out of the room, but was blowing air back into the room. I contacted FAW about the problem, and they finally made it out to look at the problem at the end of April 2022. We determined that the problem was not in the exhaust fan itself, but likely was somewhere in the ventilation duct. I was told they would contact some people who might be able to help determine what the problem was and then they would get back to me. I did not hear back from them, and initially reached out to ask for an update on May 20th. After repeated attempts to contact them, I finally got a call back on June 15th, in which they indicated that they would be getting a camera to help look inside the ducting to determine what the problem was. On June 17th I received a follow-up text message indicating that a camera had been ordered, and would arrive the next week. I was going to be out of town that week, so I indicated that we could meet once I returned home. It has now been two months since that day, and I have not heard back from the contractor, and they have not so much as acknowledged my repeated attempts to contact them. At this time I can only assume they have decided to ignore me, likely after realizing that fixing the issue would be costly for them.

  Business Response

  Date: 09/09/2022

  *** suggested, quoted and purchased an exhaust fan with a CFM rating that was higher than the fan finally installed. The homeowner would not allow us to use the exhaust fan that we suggested because it did not perfectly match the exhaust fans in the main level of the home. *** advised the homeowner that there was potential the exhaust fan we were being forced to use did not have a high enough CFM rating (100) to push air on that long of run. Nonetheless, the homeowner wanted to move forward. 

  City officials inspected our duct work prior to installing insulation and drywall, and the work was approved. 

  FAW was contacted by the homeowner with concerns that the bath fan vent was not sucking up the moisture. It was months later and it was reported that it had not been discovered until just then because there had not been a shower taken in that bathroom. FAW let the homeowner know that while our current schedule was very booked (we do not have a dedicated "service call" employee), we would work in a time to come take a look. *** assured that homeowner that while we could not commit to a date, we would help him resolve the issue he was having. The homeowner seemed 'OK' with this proposal as the bathroom shower was not being used. During that conversation, *** again reminded the homeowner that there was potential that the fan we were forced to use was not powerful enough.

  FAW came and inspected the fan and confirmed that the fan was not able to push air all the way through the ducting and out of the vent cover on the exterior of the home. We confirmed that the fan was installed properly and blowing the correct direction and shared our determination with the homeowner that it was likely either an ill-suited fan size, or a block in the ducting. At this time, FAW offered to cut a hole in the bedroom ceiling in the area where we knew had the tightest turns and highest likelihood of the duct work being kinked. However, rather than allowing us to do our jobs - like in many cases throughout the project - the homeowner said that he did not want us to attempt to diagnose (and fix) the issue until a camera was put into the ducting.

  At this time, *** reminded the homeowner that this ducting was not metal but, rather, a ribbed plastic and that it would be very difficult to fish a camera through the pipe. Regardless, the homeowner was determined that this is was had to be done and FAW advised that we would attempt to locate a camera that could achieve what needed to be done. FAW attempted to obtain a camera through industry friends, as well as rental companies, but there was not such camera available. At that time, *** texted the homeowner that we would be purchasing a camera that we hoped could be used in a way that achieved our goal. Upon the camera finally arriving, it was quickly realized by FAW that the camera would not achieve the intended purpose as it did not do well in dark spaces. *** then purchased a 2nd camera in hopes that this tool would work better. Note, these are not tools that FAW needs in everyday use, but were purchased solely to help appease a customer that was not allowing us to do the work we had advised should be done.

  In August, the homeowner called and left a voicemail stating that he had pushed a camera into the ducting, but was unable to see anything. Because FAW was not present and did not complete the work ourselves, we cannot be sure that there was not damage done to the ducting. Again, the homeowner was told that the ducting was not made to "fish" cameras through.

  At no time throughout this process did FAW ever make a "matter-of-fact" statement or declaration regarding timeline nor reasoning for while the fan was not working efficiently. FAW DID offer to cut a hole below the ducting, inspect the ducting, patch the hole and paint the area; but we were not allowed to do so.