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:07/27/2023

  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.

  Hired Jason R****** of Russell Remodeling and Construction to replace the floor boards, posts, stairs, rail of existing wood deck. He wasn't properly licensed at first for the city of Independence. He told me we didn't need a permit. After the completion of the work and I saw how poorly constructed the deck was, I pursued getting a permit. He resisted at first but did complete the process and got the permit. Once the permit was issued I was then able to get the deck inspected. It failed inspection due to improper spacing of the posts. There are many other constructions issues. He did not replace the hand rails even though the original deck had hand rails, he did not build the steps properly and I have recently found out that should have failed the inspection as well. The wood is full of knots with nails poking thru various sections. The floor boards are improperly laid and will have to be removed. Because he did such faulty work, the whole deck will need to be torn down and replaced completely. He did offer to make the repairs to get it to pass inspection and some of the issues I discussed though I did not share all of the issues yet with him. There is no way his work can be trusted. It is not safe to have nails popping thru right after construction. The floor boards are misaligned and present a tripping hazard besides the fact that some are 1/2 inch apart. Many of the corners are completely misaligned and poorly attached. Because his work is so poor and as a result I need to get a completely new deck, I am requesting a full refund of $5200. He was paid in full in good faith. Had I known we should have had it inspected prior to paying last payment, I would not have paid him in full. I am seeking a complete refund. I will then apply that to the purchase of a newly constructed deck from a reputable contractor.

  Business Response

  Date: 07/28/2023

  We are sorry that your expectations were not met with the decking we replaced.  We will not give a full refund however, we will come back and fix the things that we have talked about.  Thank you!  

  Customer Answer

  Date: 08/02/2023

  The quality of work Russell Construction did cannot be trusted. He left our deck in a state that failed inspection as well as presenting hazards with uneven flooring and nails sticking out. Other contractors have viewed the deck and suggested that the entire deck needs to be torn down and rebuilt because pulling up the faulty floor boards would comprise the integrity and safety of the structure.  He didn't use a solid piece of floor board. Instead he used two pieces that are not joined properly and are tripping hazards.  He also used poor quality wood that has holes in some of the areas as well as deep splits and large knotholes. Even though he offered to get the deck to pass inspection, that is not acceptable due to the lack of quality of his work and his lack of ability to build a hazard free deck.

• Initial Complaint

  Date:07/10/2023

  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.

  J**** Russell was supposed to remodel and complete our basement. However he failed to complete the project due to the fact that he never completed touch ups that we were promised would be fixed. He started the job April 1 and told us it would take 4-6 weeks. It took over 12 and he completed other jobs in the meantime. The last 4 weeks no one even showed up to work. In the meantime we are renting a pod with all our belongings which is expensive. He told me he would cover the pod and didn’t. We have two toned painted walls that I was told would be fixed. Nails hanging out of trim where my children play. Oil and paint marks on my new flooring. I will attach pictures of the sloppy and poor workmanship.

  Business Response

  Date: 08/09/2023

  We apologize for not being pleased with our services.  The pod is covered by the customers negative balance that is still owed to us.  The job took longer than expected due to all the changes that were made in order to get the basement to exactly what the customer wanted.  We will not be giving a refund considering inspection was passed, work was completed to full with exception of some errors in paint and drywall work.  

  Business Response

  Date: 01/07/2025

  The customer filed an insurance claim with my insurance company that has since been fulfilled.  This job happened a year and half ago and since the customer has sold their house.  

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, re****s for rejection are included below.

  
  

  
  

  We were ignored by the contractor and he never came back and fixed the issues. We had to file a claim with his insurance for compensation. 
  
  
  
  
  Regards,
  
  
  
  ******* ****