Complaints

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• Initial Complaint

  Date:09/06/2023

  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.

  August 24th 2023 , signed contract for home renovations. Contract stated complete within 21 business days. Contractor knew timeline of move in date and need for showers to be working and all other work complete.
  Paid $20,000 dollars in installments with approx $6.000 to be paid upon completion.
  Work was not completed and the work that was done was done in a very sloppy, unprofessional manner. Basement bathroom walls weee not done properly straight making vanity sit crooked, sun flooring under plank flooring placed was jot evened and smoothed out so planks had to be pulled up and floor replaced still it right, shower wall and floor tiles placed both had to be ripped out and redone due to using wrong materials that would it set and the pitch of the floor would
  Not go to the drain. It was puddling up around drain and against walls.
  Nothing started was completed. 90 percent of work done had to be redone due to lack of knowledge and skill of said workers. One of the two bathroom renovations had no running water in sink still not working after living in the home going on week three. Workers sloppy and disorganized leaving trash and equipment in every room making it impossible to get moved into and settled into new home. This has caused me and my two sons much inconvenience and anxiety. I also took a week of vacation from work to get the house organized thinking the work would be completed by then, but I could not do anything in the house because nothing was completed and no shower and equipment and trash in every room .
  After many excuses of delays and workers not showing up or showing up late and leaving early, this work is no where near completed and what is started is no where near done. On 9-5-2023 Vito ****** of Todays Home Renovations was fired along with anyone that reported to the job.

  Business Response

  Date: 09/14/2023

  We we aware of the timeline for the customer to move in and worked diligently to complete demolition to uncover any potential issues. We did have some issues with plumbing that had to be completed that were not expected as well as repairs to the floor in the master bath that were not anticipated as the vanity selected by the owner did not rest on the floor but had legs. Therefore additional floor repairs were needed. in addition, basement demolition of the concrete floor to "find" the drains we needed to connect to were significantly more time consuming and difficult that expected due to the way the builder placed the drains in the floor and the wall. We there fore had to do additional framing, drywall and concrete as well as moving a doorway to the utility room that was not planned in order for the access to the bathroom to work properly. Some of these items did add to the cost of the project and we did not submit a change order for additional funds as we were focused on getting the job done.

  Some of the tile work and other prep work was not to my satisfaction so the workers were told to redo some of the tile and prep work and that certainly added to the delay but her complaint that they had to redo things while true, we did perform that work even though it extended the timeframe for completion and did not charge any extra for that work.

  The vanities selected by the owner were not at all standard items and had to be assembled (which is not something we typically ever do). This caused some confusion as the supplier delivered two sets of each vanity in multiple boxes. This cluttered up her house and when adding her moving boxes, caused some confusion but we did sort through the boxes and assembled the cabinets. As we tried to set the hall vanity it was clear that the existing bathroom rough-in for plumbing would not work because the shelf for the cabinet was in the way. While we were preparing to fix the plumbing to install the vanity, the owner asked us not to come back. the vanity and sink were part of the final day to complete the job and we did not have the opportunity to do that.

  We removed trash on a regular basis, however, they could have done a better job of cleaning up but their trucks were full at the times they left. Maintaining a clean worksite is our usual practice and unfortunately, this job was not as good as it should have been.

  I never made any excuses although I understand why the owner might think we made excuses. I personally had three different funerals in August that made it especially difficult for me to spend as much time on site but I was there onsite at least 5 occasions to review the process with my workers and to instruct them to remove and replace tiles and other things that I wanted done better and they did in fact do those things.

  In addition, Kevin, my project manager had a family funeral of his own as well. His mom passed away in the middle of the project and we all did the best we can to be responsive and respectful of the project. The owner characterizes this as 'excuses' and I am sorry but we made no excuses, we took responsibility to repair whatever was needed - although admittedly it did take longer than we expected.

  We have never had the kinds of issues as written in the complaint and we were just one or two days from completing the job. I did not ask for any additional monies for the extra work we had to do and that was as a courtesy to the owner for some of the inconvenience and delays completing the job. I am very sorry the owner felt the need to fire us just as were we ready to finish everything. The final balance of $6,000 that was not yet paid was more than enough to cover completing the remaining items. I am happy to finish the job or respond to any questions. We take customer concerns and complaints very seriously and have a very good track record. We will also service our work to assure a good job.

  Business Response

  Date: 09/14/2023

  I think it is fair to note that the shower floor tiles for both showers were mosaic/mesh pebble tiles and per our agreement, the labor was to be at an additional charge as we do for all projects due to the added time it takes to install properly. In this case, our workers had issues with the tile work and i asked them to remove it and replace it which they did. 

  So not only were we behind, the tiles selected took more time than other tile options and had to be redone 9which was our issue) but it took more time nonetheless.

   

  We also had to remove some drywall in the basement to address a water infiltration issue in the basement. We never asked for any additional money for required or her desired repairs.

  Customer Answer

  Date: 09/25/2023

  Here are my reasons for not wanting to accept Mr. *****s response to my complaint: This is to go along with the previous pictures and videos just sent separately.

  
  

  Since the beginning of this project Mr. S. has used many many excuses for the job delays, personnel problems, personal problems, problems of employee lack of knowledge and skills. As some of these were discussed in his response. 

  The fact of the matter is that all of the delays and mistakes made and redos are all the simple fact that Mr. S is a poor businessman and has hired men to work in my home that are simply unqualified and unreliable to be able to complete any of the work proposed. 

  Mr. S. Suggests that “Kevin” is one of his workers and the job foreman for my job. I never got the other two workers names that would come and go although I did learn that neither of the two could drive no license or vehicle of their own, so Kevin would be the one that brought them to and from . 

  The three would show up off and on. Never getting to the job until 11 pm or after and leaving early each day. 

  
  

  The men not showing up to get things done were the source of many texts back and forth. This caused me much worry and concern as the timing of our move out of the apartment and the move in was quickly approaching and any communication with Mr. s would be brushed off and many excuses made . I had even suggested another crew come out but that was never addressed. 

  
  

  In regard to Mr. s response about the pipes in the basement floor causing the delays. I’m no contractor , but I do know these are things that come up and should be no issue if qualified people are handling the surprises.

  
  

  Mr. s. talks about the vanities being difficult for the men to get together. That they weren’t used to putting vanities together with legs. The vanities came in large pieces and did not seem difficult to  put together with the legs just being screwed on? And the problems they came into in putting the plumbing to them is something that any general contractor to me should be able to handle and if not then call on someone that is capable. The vanities sat in boxes throughout my house all during our move in and made it very difficult to unplaced and get settled. I later found out Mr. S had ordered two of each and knew the extras were there cluttering things up, yet no one ever mentioned this to me until weeks after they sat there. Mr. s said the men didn’t have room in the truck and he will call the company and maybe they will pick up….. never happened.

  
  

  Also, Mr. s suggest that the men were not knowledgeable in working with the floor tiles selected. Even though the tiles selected came directly from an email Mr. s had sent me as a choice for times. Which I did choose them and don’t understand the excuse that the men didn’t know how to work with them? I assume that’s his excuse for why they had to rip them out and replace ….

  Apparently they didn’t known how to work with the wall tiles either because they were up one day and ripped out the next ….. along both shower build-ins… again, the incompetent workers. Even after all of that and my urging to please replace workers , Mr. s denied and said give them another chance to make things right. Now I worry that things unseen are going to be a problem in the future. 

  
  

  Here are lists of each room worked on and each issue had during construction:

  
  

  A. Basement Bath

  
  

  1.  Plank flooring put down over uneven flooring . Brought to Mr S attention he had the workers rip it up and smooth and level the floor (which still isn’t right) around the toilet and vanity area. 

  
  

  2.  Toilet is crooked never was fixed even after complaint.

  
  

  3.  Panel to the access shower pipes is too large for the hole that was cut in and the panel slides down and will not stay over the hole. A picture was sent in initial photos.

  
  

  4.  The walls to the bathroom are not square and the vanity sits uneven on the wall. Brought to Mr S attention and he suggest the the men to put a bead of caulk there which they did and did a sloppy haphazard job . That you can see in the video.

  
  

  5.  The cut out for the exhaust vent was  too large for the vent cover and a very sloppy drywall patch job was done . Pics in original complaint.

  
  

  6.  The outlet and switch plate covers were put into the wall with very sloppy and damaged the walls but just painted over. Pics in original complaint.

  
  

  7.  Both showers the hot and cold are reversed. I had mentioned this to Me. s and suggest we get a certified plumber and his response was that was a simple fix that his guys could do no problem… never done.

  
  

  8.  There are several areas of missing grout and caulk in the shower and build-ins and along door way and threshold of shower where water can get in and do damage so we have been worried to shower to damage the existing work.

  
  

  9.   The vanity top was put in and had not been caulked or the sink attached and I brought to Mr S attention and he said they workers would replace with the extra from

  The extra vanity. That was never done and the next day they caulked and secured the sink to the vanity?

  
  

  10. The grout work and caulking was very sloppy in all respects.

  
  

  11.  The wall tiles were put in and had to be ripped out and replaced. Mr. s claimed the guys used the wrong setting material did not set. As well

  
  

  
  

  12. The shower floor was not pitched correctly causing water to flow away from the drain. They had to take that out and redo as well.

  
  

  To me these are the issues that delayed progress along with the lack of being present to do the work. 

  
  

  
  

  B.  Issues with the basement bedroom

  
  

  1.  Vinyl plank flooring put down over water intrusion. I remarked about this in this email previously and also sent pictures  and explained the concerns I expressed and was brushed off and now I have flooring with water under it and mold continuing to come in with the water leak.

  Also, my question is why was the flooring done first thing? When the workers used the floor new put their equipment and walked over all throughout the project to get to the backyard.

  
  

  2.  Baseboard trim is sloppy throughout as well as the trim and doors put in. No caulk was placed either. All done in a very unprofessional manner. 

  
  

  3.  A closet door was placed to an existing closet that the workers made a little bit deeper as per the agreement. One day the door and shelf and rod were in and the next time I looked the door was off the pole and shelf were taken out? A few days later the poles and shell put back (same ones) and the door was put on the wrong way it opens the wrong way now? I don’t know why they switched the door opening ? It’s very awkward to open it because of the position of the wall. Totally backwards.

  
  

  4.  The landing the the basement steps still sits bare wood as they removed the old carpeting and never put the vinyl planks there? 

  
  

  5.  The door put in the hallway to the basement bedroom is done very sloppy and unprofessionally. Video and pics of that are also included.

  
  

  
  

  C.  Issues with the 3rd floor bathroom

  
  

  1.  The workers put the wrong tiles in the build in in the shower wall and had to take out and redo. They used the tiles from the basement bath and they were different colors. The build in was done haphazardly with many areas of missing grout and again concerning me to use the shower that might cause water damage.

  
  

  2.  The brand new toilet is missing the cover for the bolt on one side and the other cover seems to be from

  The old toilet as it doesn’t fit properly. As seen in the video .

  
  

  3.  The shower ceiling is incomplete and the tile does not go to the ceiling , leaving a gap. As seen in the video supplies.

  
  

  4.  The baseboards are done in a very sloppy unfinished manner. Some baseboard is missing in some areas as seen in video.

  
  

  5.  The paint job needed to be sanded and some holes repaired  were done in such a sloppy manner .  The paint job is sub par to say the least . As well as paint slopped over the bring new vanity lights.  All in the video.

  
  

  6.  I still at the end of their time here have no plumbing to the vanities and none of the sink basins are attached .

  
  

  7.  While putting in matching tile to go under the vanities the workers busted an existing tile and when brought to Mr. s attention he said that it would be covered by the vanity not to worry. Well I have sent a pic of it and not under the vanity . The men patched it with a large amount of grout. Pics and video included.

  
  

  
  

  
  

  D.  The deck repairs

  
  

    The deck repairs were never completed or started by the time my frustration had grown I relayed to Mr. S that I would get someone else to do those because I really just needed to have working showers and sinks at that point. 

  
  

  I had expressed concern about the weight of the lumber and drywall  being stored on the deck to Mr. S . The inspection had several structural issues which Mr S was aware of and had repairing them in the contract . He knew that weight should not have been put on the deck but allowed it anyway. 

  
  

  In conclusion,

  
  

  I would say this has been the most frustrating and stressful ordeal I have ever experienced working with any contractor. The amount of loss of sleep and worry and anxiety that this has caused me is immense.  Not to mention the inconvenience this has caused myself and my two boys has been difficult to say the least. I am a single mother of two boys. I work very hard for my money and used almost all of my savings trying to make our house a home.

  
  

  I feel as though being a single female I was attempted to be taken advantage of. I will not let that happen and will fight for what is right. 

  
  

  With all due respect I am requesting a refund so that I can move forward and get my showers working and sinks as well as finish the rest of the things that need to be done to make the house safe for us to live in. 

  
  

  Very sincerely,

  
  

  ******** ******