Complaints

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• Initial Complaint

  Date:06/26/2023

  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.

  To whom this may concern, My husband and I have been dealing with Unmatched Construction Group, Inc. since April 2023. We paid the company Owner ******* ******* $33,000 to build a deck and screened in porch. There were numerous issues and delays in the project. At this present moment, the owner is not honoring his warranty and promise to fix the deck board clips that have been braking since the initial installation process (5/17/2023 - 5/20/2023). He began replacing the broken deck board clips with screws when we brought this issue to his attention. The owner is now refusing to buy and replace the inadequate clips. Also, we have requested the receipts for our project from the owner and his wife (*****). Both individuals continuously ignore our numerous request (in writing via email) and refuse to provide us with the documentation of the items purchased. This information is needed in order for us to have proof of purchase for manufacture warranty purposes. Lastly, we did not authorize the company to post photos of our project/property on their social media platforms and have requested the photos to be removed. The company has not removed the photos either.

  Business Response

  Date: 07/11/2023

  This job was inquired by Jatavia on March *******. It took about a month to accommodate everything they wanted. This was an extremely time consuming deal. They spent everyday hovering over our crews while they worked and remarking on everything they did. **** was asked by our crew to be present at the job site every day because of this. We have had patience with this customer on every angle and we are not sure what their motive is. I have many emails and responses and text messages, what I don't have is the video or voice recording of when Jatavia herself called me at my office and was harrassing me. I informed her that she cannot ******* me or my employees and Unmatched Construction Group still has tried to help them in any way we can. When **** discovered the few clips that were breaking and that there was not a way he could fix them, we contacted the Fiberon *** immediately because the clips are their warranty issue because it was brand new. We have tried to explain this to Jatavia and we were told that if we fixed anything pertaining to the Fiberon products they have that we could end up voiding their warranty with Fiberon and we did and do not want to do that. Most customers would be very appreciative of that and the fact we respect it. Please let me know if you would like copies of anything pertaining to Jatavia. I have kept everything. In the file of pictures I sent there should be 5 pages. Please let me know if they do not all come through. One of the biggest issues Jatavia had as she was screaming through the phone with me was that fact that she said she didn't know **** was going out of town for the week and she told me that I was a liar and he just really didn't want to fix her deck.  You can clearly see from the screen shot she sent that she knew. We have been very transparent with her and her husband. I also sent her every receipt pertaining to her screen door and handle and all her Fiberon material and products. She has also contacted *************** and harrassed them too. I can give you an employee and their manager's number if you would need it. 

   

  Thank you for your time, please let me know if there is anything else needed.

  Unmatched Construction Group

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20228647
  
  I am rejecting this response because:
  

  The individual responding to this complaint is not the owner who WE signed the contract with. She (*****) is only an office admin and ****'s wife, might I add.  She was not present at the work site to see the incompetence, numerous mistakes, trash/cigarette butts nor hear the disrespect/cursing done by **** (her husband) towards me and my husband. This project has been a nightmare from day one and **** is well aware of the internal issues his company has that were blatantly obvious during the entire duration of our project. **** admitted on several occasions that certain tasks done by this "crew" were not performed correctly when my husband and I would point them out. ***** is trying to paint an image that my husband and I are difficult customers to deal with and paint us in a negative image which is inaccurate. **** gave us an impression during the initial consultation that this company was "the best on the east coast". Which was *******. As a result of the project being significantly delayed to not fault of ours but to the crews mistakes/incompetence, my husband and I made an executive decision to cancel the other projects we had planed to get done in addition to the deck with this company. Again, the person replying to this complaint, *****, was not privy to that conversation with ****. Its very interesting that ***** has all the time in the world to respond to the BBB and has ignored phone calls/emails from my husband on numerous occasions requesting the receipts form *************** purchases. As a results of her not responding, we reached out to National Lumber ourselves and was advised by the manager to send an email to ***** with them cced on it with hopes of obtaining the requested documentation. That does not constitute as harassment.

  Furthermore, we had already pointed out the broken clips (prior to the project coming to a conclusion) to ****'s attention and he had started fixing several of them with screws/caps and promised to fix all of them. He even stated he would keep the box of screws in his office with our name on it as back up if more clips break in the future. But, when **** went out of town for a week this did not happen. He promised us ***** would oversee the task of fixing the broken clips in his absence because he claimed his crew would be available to fix it while he was out of town. When my husband called to inquire about the status of the deck floor clips being fixed after waiting several days for a response to his email, ***** had no information or status update to provide my husband with regarding this matter. She was very insensitive, dismissive and rude on the phone. 

  To this date, we still DO NOT have the receipts for the purchases made from National Lumber and our deck clips have still not been replaced. We have not heard from this company at all and **** has pushed us off to the manufacturer. As stated in my initial complaint, we are still requesting the receipts and reification of the broken clips on the deck floor.  

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

  Business Response

  Date: 07/21/2023

  I disagree with allegations. When **** realized there was an issue with the clips breaking he immediately was working with *** ****** at National Lumber and there was not a fix that would work and **** did not want to just ***lace the clips with the same ones and have them break again so he was trying to find a product that would last and had no luck, this all happened within under a week, and then *** ****** directed **** to the *************** ***. **** did try and order clip fasteners but then realized they wouldn't work. I sent the customer an email stating exactly what was going on and that a Fiberon *** may need to come out to see what was going on and I also stated that **** would be present also. **** ***********, the Fiberon ***, told us that this would have to be a warranty on their part and that the *** would not be coming out and that **** cannot go and fix anymore clips because a warranty claim was being started and if **** did go then that would take the chance of voiding Fiberon's warranty for the customer. I have stated this twice in emails to the customer. I have never been rude on the phone to anyone, not even when the customer was screaming and threatening me. I have sent all receipts that the customer needs for any product warranties. I also included to them the ******** door and also handle receipt in case they needed that. I also had to send over the *************** receipts to *******, I did this immediately so the claim could be started **** and would be less hassle for the customer. The customer stated to me in email that it was pointless for this warranty and kept demanding **** come and fix her entire deck and she wanted nothing to do with Fiberon. The ball was in their court with the link for the warranty from almost a month ago. We are doing everything on our end that is needed. I am ***** ******* and I am the office and human resources manager in this company and I do handle all office work.