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:07/12/2023

  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.

  I hired Top to bottom Services to do a predrywall inspection on a new construction home followed by a full inspection before settlement. I was doubtful when the predrywall inspection came back perfect, and I reached out to the inspector who assured me the house is perfect. They then came back for the presettlement inspection which aside from what asked him to put on that report, he again said there was nothing that needed fixed. He was even reluctant to add my concerns to that report. Since I moved into the house, Ive had so many issues that this home inspection should have found. Leaking faucets is one of them, every cabinet drawer on our wet bar was damaged and didnt close at all, windows not sealed and one was not framed in right making window crooked and cold air was coming through, fireplace framed in wrong with it having to be shined from outside, its not even sitting leveled against the back of the house. Our siding around the whole house was between 1-2 inches away from framing, framing was off the foundation, had a 2 inch gap in between. He never went up into the attic to fully inspect connections claiming he shouldnt be in the attic, all he did was shine a flashlight into it from hatchet, now I have to hire someone else to inspect the attic and make sure the dryer vent is hooked up to the roof and sealed properly and that I wont have any dryer vent issues. He never even told me my dryer vent was venting through the roof, my hood vent was not venting to the outside because it was installed wrong, my gas stove had a faulty igniter and constantly smelled gas when I turned it on. We had to replace our gas stove. We had to pay a plumber to fix all 6 bathroom faucets that were leaking under inside the cabinets. We had to hire a contractor to seal all the gaps under siding. Our garage walls were not sealed where they ended over foundation leaving daylight and gaps, we had to layout of picket to get that fixed so we dont get pests in the garage. They failed.

  Customer Answer

  Date: 07/14/2023

  Good afternoon,

  please find attached the payment invoices/receipts for the 2 inspections that were performed on our behalf. Please let me know what else you might need. 
  when I reached out to the company to complain about the job they have done, their manager wasn’t convinced the inspector would have missed items like that, I even sent pictures to him as proof of the items they didn’t find that they should have found. I have pictures if needed.

  thank you again for looking into this. 
  ***** ****** 

  

  Business Response

  Date: 08/28/2023

  Good Afternoon,
  I apologize, it appears that the first email came in when I was out of office, and got buried.

  I reviewed our notes on this client's concerns—she reached out to us back in February of 2023 and we opened a "Customer Service Inquiry (CSI)" for her order (OID #*****) on 02/21/2023 3:35PM. Our first contact with the client was less than 24hrs later, as per the notes copied below.
  

  Per our notes:
  By ***************************** on 02/22/2023 9:44AM: "...the builder is replacing drawers. Client was very appreciative of call and offer to assist. She is starting a new job and will reach out when her schedule is confirmed.
  By ***************************** on 02/22/2023 9:45AM:"Also spoke with agent who was unaware of the issues. She will reach out to client to review situation."
  By ***************************** on 03/13/2023 4:34PM:"Emailed client last week with proposed site visit, have not heard back."
  

  As part of all CSI reviews, our ********************* Manager will perform an on-site review of the issues—this part of the process is because a lot of times, when a homeowner experiences a problem, they call a contractor first. These professionals may sometimes embellish their findings, as they have a vested interest in selling a service/repair. We made site-visits a standard part of our CSI review protocol nearly 8 years ago. A site visit was offered to the Client, who expressed appreciation and told us she would reach back out to schedule the visit, because she was starting a new job at that time. 
  Regarding the client's concern of attic access, our inspector did meet inspection standards by viewing the attic from the hatch (pg. 10 of 24, ********************************), and took the proper safety measures by not entering an attic with blown insulation that could obstruct his view of walkable surfaces, potentially damaging piping and ductwork. Additionally, the inspector noted that both Hot and Cold water supplies were operated (pg. 23 of 24, ********************************); no leaks were noted at the time of the inspection. The other pieces of this complaint certainly require clarification—"framing was off the foundation, had a 2 inch gap in between" would imply the home was levitating, so we believe this is not being conveyed properly.

  I think I have demonstrated with this email the level of dedication and support we offer to clients, as well as our commitment to resolution with our timely response to the initial complaint. We are certainly interested in resolving this matter with the client, however we look to you at the BBB for advice on whether or not we should reach out directly to the client, or continue to go through the BBB? I look forward to your response. 
  

  Stay Safe,

  ***********************************
  Director of Operations
  Top To Bottom Services
  *******************
  ***************************************************************