Complaints

This profile includes complaints for Incredible Builders, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Incredible Builders, Inc.

  102 Park St Ste B Hampshire, IL 60140

  
• 

  Incredible Builders, Inc.

  P.O. Box 794 Hampshire, IL 60140-0794

  

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:01/20/2025

  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.

  I hired Incredible Builders *** for 3 projects in my home on July 22, 2024 (a front entry board/ ******, and floor tile for two upstairs bathrooms.) I paid 20% up front (my check #**** for $1,216.80). Finally after calling on Mon 10/21, I spoke with their Project Superintendent (PS) wanting to come out to my home to see the work that was needing to be done. Board/****** completed on Mon 10/28. First issue - height was to be approx. 6' 6" and is short of less than 6'. Second issue is BOTH bathrooms which were done on Tues 10/29. I paid 50% on 10/31 (my check #**** for $3,042.00). The tile was to be installed staggering in thirds. Installation was short in several places in BOTH bathrooms and not installed well. When I texted them about a big gap between the tiles near the shower in the master bathroom, the PS texted "I can get that sealed up with some silicone". Told him there were several other issues and it needed to be redone. The PS came by on Fri 11/1 to temporarily caulk issues by the shower and where the tile was cut too short by the tub in the smaller bathroom until they could come out to replace. Both floors were ripped up and replaced on Fri 11/22 by a different worker. BOTH bathrooms were installed incorrectly staggering in half, not thirds. The worker also cracked a tile on the wall near the shower in the master bathroom and refused to rehang the closet door (that he removed to lay the tile). After notifying them about these issues, I informed them that I cannot wait (again) to have them reorder and redeliver tile and cannot continue to take more time off of work to accommodate them in my home again. And, honestly, I don't feel they can do a good job. I texted the PS explaining this on 11/25 and asked for compensation for these issues as I have a remaining balance of $1,825.20 and he agreed he would discuss with the owner. I texted the ** repeatedly asking for a resolution by 1/17 and still have not heard from them.

  

  Business Response

  Date: 01/22/2025

  I'm not sure where the miss communication happened with the Board/****** design.  Our superintendent, ********* and ***** marked the wall and agreed on design before we moved forward with the installation.  The proposal said approximately 6'6" because there is room for discussion on final plan the day we start.  I have attached a picture that show a 6'8" door next to the trim boxes.  It is pretty clear that it was installed as the proposal says, approximately 6'6" and field verified with the customer.  The trim came out very nice.

  We did come to fix the original install issue with the bathroom flooring.  Unfortunately there was a miss communication and second time we installed the floor it was installed in a half pattern instead the desired third pattern.  When that was brought to our attention we offered to come the very next day and make the correction.  ***** texted us back saying she would rather have a credit than deal with us coming in again.  Typically we would want to resolve an issue before giving a credit, so admittedly I have been dragging my feet on a monetary reimbursement.  If she wants to pay less versus us fixing the pattern we will make a deal per her wishes.  We feel really bad about the broken tile and wish ***** would let us back in to fix it.

  Although there was some problems on this job all flooring and trim work is installed in a high quality workmanship like manner.

  **** ******* - Owner

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22835920
  
  I am rejecting this response because:

  The floors were not installed correctly.  Some much time and aggravation spent to have them in and out of my house and obviously didn't listen to what I said, multiple times for TWO bathrooms.  I feel I should pay, and am responsible, for the material however I will have to pay someone else to do the job I wanted done the first time    

  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/07/2025

  We have offered to correct the floors several times.  She does not have to pay someone else.  Simple as just opening the door and letting us in for a day.  A lot less time then going back and forth on BBB.

  We will not pay another installer to do the install.  We have every right per the contract to come in and make this right.

  Thank you,

  **** *******