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:10/23/2024

  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.

   
  Complaint: 22465238
  
  I am rejecting this response because:

  I spoke with the new contractor on 10/23/24, and he confirmed that the reason he did not show up on 10/22/24 is because **** refused to pay him.
  

  Being prepared to finish the job does not equate to finishing the job. Zacks contract defined 70% of the labor charge being the point at which the shower was installed. It was not installed.

  The clutter was never brought to my attention, nor would it inhibit **** from knowing where the water main is, or asking me before his guy cut the pipe. 
  

  Again, the contract states the final 30% payment was to be provided at the time the project was completed. It was not completed.
  
  
      1.    Receipts for Materials: ********** did not ask me for my email address on the first and third purchases. On the second purchase, I provided my email address but never received an email from them. **** had the printed receipts in his hand after the third purchase and was going to give them to me after we talked about the next steps of the project. But he never handed them to me. I requested in text that **** bring them the next time he came over. He did not bring them the next time he came over.

  
      2.    Ceiling Work: They had not started working on the ceiling before I told **** in writing we didnt want it done. His lack of communication to them in a timely manner was why we agreed that I should not be charged.

  
      3.    Work Schedule: The hours provided to **** in text message on 10/2/24 were 7:30 to 4, Monday through Friday. There was only one instance where I told **** they couldnt start until 9 AM, which was 10/21/24.
  
  
  

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

  he pipe. Hot water was spraying around the basement and **** had to ask me where the water main was. What kind of contractor cant locate the basics? **** went to ********** on three occasions to get material. I paid by credit card over the phone. **** never gave me the receipts. **** was inconsistent about communication and tried to place blame on his workers. At the end of the day Monday, 10/21/24, the shower had not been installed. They needed to cut more concrete. I asked the worker how much he would charge - $200. Far from the $800 **** had told me. After no one showed up on 10/22/24, I texted **** to tell him I didnt want him proceeding with the project. I moved his tools outside and let him know he could come pick them up.

  Business Response

  Date: 10/30/2024

  Thank you for allowing me to address the recent concerns regarding your bathroom remodeling project. I want to clarify a few points and provide a full picture of the efforts we made to complete the work as outlined in our contract.
  
  
  Throughout the project, there were multiple instances when we were ready to continue and complete the work but were asked not to proceed or to delay. Each time we encountered an issue or needed to make an adjustment, as per our contract, I made sure to consult with you to confirm you were comfortable with the next steps. My subcontractors were present during these discussions, and they can attest to your approval on each occasion to move forward with the planned adjustments.
  
  
  In addition, when you requested that we stop halfway through finishing the ceiling, despite having already completed part of it, we respected your wishes and stopped immediately. We had no intention of charging you for the partial work done on the ceiling, as our priority was to meet your expectations and accommodate your requests.
  
  
  Please also know that my intention was always to ensure my team was paid fairly. The delays in attendance were not due to payment issues but rather logistical challenges and personnel adjustments that I handled swiftly. Additionally, regarding the receipts, ********** confirmed they had emailed you all transactions. I had the receipts available on-site, but due to your busy schedule, it was challenging to coordinate a review of them together. At no point was I trying to withhold or hide information from you.
  
  
  As a small business, completing the full scope of the bathroom project required a substantial investment of time, materials, and labor. I hope you can appreciate the effort and dedication we put into delivering a quality result and understand the importance of receiving payment for the work completed to support the financial health of our business.
  
  
  Thank you for your consideration. Im more than willing to discuss any further questions you may have to bring clarity to this situation.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22465238
  
  I am rejecting this response because: see responses from LH, below.

  Throughout the project, there were multiple instances when we were ready to continue and complete the work but were asked not to proceed or to delay.
  
  -LH: When did this happen outside of 10/17/24?
  

  Each time we encountered an issue or needed to make an adjustment, as per our contract, I made sure to consult with you to confirm you were comfortable with the next steps. My subcontractors were present during these discussions, and they can attest to your approval on each occasion to move forward with the planned adjustments.

  -LH: Giving my approval to proceed does not equate to the work being done.
  
  In addition, when you requested that we stop halfway through finishing the ceiling, despite having already completed part of it, we respected your wishes and stopped immediately.

  -LH: I requested the ceiling not be done on 10/17, see attached photo. The subcontractor started working on it on 10/21 because **** did not communicate my wishes to him. This should not be presented as some sort of favor **** did for me.

  Please also know that my intention was always to ensure my team was paid fairly. The delays in attendance were not due to payment issues but rather logistical challenges and personnel adjustments that I handled swiftly.

  -LH: I have attached a photo of a hand-written note from **** stating **** did not pay him.

  Additionally, regarding the receipts, ********** confirmed they had emailed you all transactions.

  -LH: How would they have emailed me if I was not asked to provide, and did not provide, my email address on two out of three occasions?  I had the receipts available on-site, but due to your busy schedule, it was challenging to coordinate a review of them together. I was generally available Monday through Friday from 7:30 AM to 4 PM. I could check my security cameras for the exact times, but I only remember **** showing up before 10 AM one time throughout the entire project, on 10/2. Further, it would have be easy to put the receipts in an envelope and coordinate a place for **** to leave them outside my house, or take a photo of each receipt and text them to me, but **** made no effort and continues to make no effort to get me the receipts.
  
  
  As a small business, completing the full scope of the bathroom project required a substantial investment of time, materials, and labor. I hope you can appreciate the effort and dedication we put into delivering a quality result and understand the importance of receiving payment for the work completed to support the financial health of our business.
  
  -LH: The scope of work listed on the contract is framing walls, installing vinyl flooring, shower installation, exhaust fan installation, and drywall finishing for $3,207. I paid for labor up to the completion of the shower installation, (approximately 70% of the labor as defined by Zacks contract) a total of $2,245.26. The shower installation was not completed. I have paid **** for more labor than was completed. 
  
  -LH: regarding Zacks provided images:

  IMG 3887 - this was the day I wasnt informed the time had changed from 8 AM to 2 PM. When no one had shown up or contacted me by 10 AM, I assumed it was a no-show. Because of that, I committed to meetings at work in the afternoon.
  
  IMG 3889 - I paid for this base on 10/16 and dont have it in my possession, so I am not sure why this photo is relevant. 

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

  Business Response

  Date: 10/23/2024

  
  Subject: Payment Dispute and Project Completion
  
  Date: October 23, 2024
  
  Dear Layla,
  
  I hope this message finds you well. I wanted to address the ongoing dispute regarding the payment for the work we have completed on your bathroom remodel.
  
  Throughout the project, I have made every effort to keep you informed of any changes and issues, as outlined in the contract. Specifically, when we had to replace the original contractor, I communicated this promptly and brought in two new contractors within a week to ensure the project stayed on track. At that time, I requested an earlier payment, which you agreed to, so I could settle the work done by the original contractor. This was done to minimize delays and maintain progress on your remodel.
  
  When the new contractors began their work, they discovered that the shower base required a brand-new drain installation to align with the shower base. The total cost for this was discussed, and you agreed to move forward with the solution. Additionally, while there were some issues with the installation, they were resolved, and we were prepared to finish the job the day you decided to stop all work and refuse further payments.
  
  I would like to address a few other concerns youve raised:
  
  1.Receipts for Materials: ********** has already emailed you all the receipts for the materials, and I was present when they confirmed this with you. If there is any confusion regarding the receipts, please let me know, and I will be happy to assist in clarifying.
  2.Ceiling Work: You requested that we start the ceiling work, but later changed your mind after we had already begun. Although this added extra work on our part, we decided not to charge you for the ceiling as a courtesy.
  ****** Schedule: The restricted working hoursstarting at 9 AM, stopping by 4 PM, and not allowing weekend workmade it more challenging to finish the project quickly. Nevertheless, we were still on schedule to complete the job in a timely manner.
  
  As you are aware, the contract outlined a 30% final payment upon completion, and we were almost done with the work when you halted everything. Despite your dissatisfaction, the fact remains that we completed nearly all of the work except for the last portion. If there were concerns about the quality of the work, those should have been raised before we were close to completion.
  
  Additionally, the clutter in the basement made it difficult for us to access the water shut-off valve, which further slowed the project. Nevertheless, we have honored every aspect of our agreement and sought your approval for each step that arose outside the original scope, which you approved.
  
  At this point, the remaining payments include:
  
  $1,000 for the additional work related to the new shower drain and other items agreed upon.
  The final payment of 30%, per our contract.
  
  I understand that this situation is difficult, but refusing to make these payments has left me responsible for paying my contractors out of pocket and covering the material costs. As a small business owner, this kind of situation can have significant financial repercussions. Therefore, if payment is not received by October 30, 2024, I will be left with no choice but to pursue legal action to recover the amount owed.
  
  I remain open to discussing this and finding a resolution before it reaches that stage, as I believe we can come to a fair agreement.
  
  Thank you for your time and attention to this matter. I look forward to your prompt response.
  
  Sincerely,
  ******* ******
  Owner, 815 Remodeling
  Phone: **************
  Email: ***************************************************************
  
  

  Business Response

  Date: 10/31/2024

  
  
  In light of recent claims, I want to clarify that I have provided clear evidence showing the challenges in gaining your attention when necessary to discuss project details. Additionally, I have included proof that payment arrangements for my contractors were consistently upheld, contrary to any suggestions otherwise. This documentation demonstrates my commitment to transparency and fairness throughout the project.
  
  
  Given this evidence, I ask that any statements suggesting otherwise be reconsidered. These claims do not accurately reflect the situation, and I believe they should be disregarded based on the factual proof I have presented. As always, my goal is to provide a professional and transparent service, and I hope this clears up any misunderstandings.
  
  
  Sincerely,
  **** ******
  Owner, 815 Remodeling

• Initial Complaint

  Date:09/18/2024

  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.

   
  
  Complaint: 22303181
  
  
  
  I am rejecting this response because:the job was not done as agreed to. mr larson did not use new or sutable materials for parts or the repairs said he was out of cash so could not buy enough cement . .went around my property trying to find nails and bolts to use because they did not bring or could not afford them . did not bring enough wood for support bars .i had to supply 4 of them or they would not be up now.  also he said the job would only take 4 or more days. it was 4 weeks and not fixed yet. when they were to come ex 10am they arrived at4pm  very poor work habits. i had farm animals to pen up for the animals welfare and to allow thew men to work without interfence.  the cement was not mixed right  also they did not have eneough  mr larson said that the did not have money to buy it   i had all ready given him 3000 of the project money he said he misspent it on bill a person not  an expense m it is not my problem if he is not able to manage money a job

   
  
   
  
  Sincerely,
  
  
  
  Mary Morrison

  know how to get them to you. I am not very good at these things.

  Business Response

  Date: 09/18/2024

  
  Dear Customer,
  
  I hope this message finds you well. I am writing to address your recent concerns regarding the concrete work completed on your property.
  
  As you know, when we first discussed the project, I advised against proceeding with the repairs due to the poor condition of the structure. In my professional opinion, the structure needed to be torn down and replaced to ensure long-term stability. Despite this, we agreed to move forward with the understanding that the work would not be perfect, as you requested, and that no warranty would be provided due to the risks involved. We also agreed there would be no contract in place.
  
  The delays during the project were primarily caused by incorrect material orders from Home Depot and challenges in finding contractors willing to take on a job of this nature. Nevertheless, we completed the work, and you expressed satisfaction with the results at the time of payment.
  
  Unfortunately, a few days later, you mentioned that the concrete had cracked. This is exactly the outcome I had warned about, which is why no warranty was offered. However, I agreed to return on the 23rd to address the issue, as communicated in our text messages.
  
  Given our original agreement and the situation, I am unsure why a formal complaint has been raised, especially since I have already committed to fixing the concrete. That said, I believe it would be best for both parties to amicably end this agreement. I will provide the before and after photos of the structure, as well as our text communications, to show my commitment to resolving

  Business Response

  Date: 10/06/2024

  From the outset, when Mary contacted me about the structure, I made it clear that it needed to be completely torn down and rebuilt. The roof was visibly sagging in four different spots, as shown in the attached pictures. I emphasized that I would not be able to warranty this work due to the significant issues, and Mary assured me that she understood and did not expect perfection. She acknowledged the condition of the structure and stated that she just needed it to be stabilized for a few more years. I also warned her repeatedly that the structure might not make it through the winter if there was heavy snowfall, and she accepted this risk.
  
  We faced several setbacks during the project, including repeated delays from Home Depot failing to deliver materials on time. Additionally, one of my carpenters quit due to the risks involved, stating he did not want to be associated with a project in such a condition. Despite this, I remained committed to helping Mary and eventually found another carpenter willing to complete the work. Prior to this, I consulted with three other carpenters, all of whom echoed the same recommendation: the structure needed to be torn down and rebuilt. However, Mary insisted on simply stabilizing it.
  
  The final carpenter worked diligently to secure the structure and improve its stability and appearance as much as was realistically possible. We also warned Mary that there was a risk of the concrete cracking, given that the posts were set on unlevel, eroding ground. After completing the work, Mary paid the final amount and even contacted me shortly afterward to request a quote for her bathroom and other projects.
  
  However, I later received a text from Mary and a phone call from her daughter, stating that the work was unsatisfactory and demanding I fix it. One of the concrete posts had cracked, just as we had warned might happen. I immediately offered to return and pour additional concrete to address the issue, and I have text messages proving this offer. Despite having a scheduled date to resolve the issue, Mary chose to file a complaint against me, which I find concerning, particularly given the threatening tone from her daughter, who is a lawyer.
  
  I did not provide any warranty for this work, and no contract was signed due to the known risks involved. Despite this, I still offered to return out of goodwill. However, after Mary filed the complaint, I no longer wish to be involved with her or her daughter. I now believe this may have been an attempt to get a new structure at my expense.
  
  I kindly ask for any negative complaint to be removed, and I want to make it clear that if Mary or her daughter attempts to damage my name or my business’s reputation on social media or elsewhere online, I will take legal action. I wish to have no further communication or association with them.

   

  The photos I tried to attach are too big. i will send via email to norm my account manager