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:04/30/2024

  Type:Customer Service 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 signed a contract for the total remodeling my hallway bathroom on February. 1, 2024. Contract states job will begin within 30 day of signing. Also promised to bring countertop samples to my house. Twice the Contractor's Rep did not have my measurements for floor and shower tile. Once I selected the tile, I requested a start date. Contractor said they had other jobs. I told them that if they did not have a start date and countertop samples to my home by March 22, 2024, I wanted my $7,000 deposit back and out of this Contract. Later Contractor refused to return my deposit and schedule a start date for May 1, 2024. My house will not be available in May. I contracted for a Winter job, not Summer. This contract stated work was to begin within 30 days.

  Business Response

  Date: 05/08/2024

  
  In response to the BBB complaint by ****** ******
  
  On 2/1/2024, our sales representative contracted with Ms ****** to remodel the bathroom in her home. A copy of the actual contract and a typewritten version of the body of the contract are attached (to this response). As mandated by Maryland Law, our contract contained a five business day cancellation period, ending at midnight on 2/7/2024. On 2/8/2024, our Senior Kitchen & Bath Measure Technician visited Ms ******' property and took all required measurements for her project. Ms ****** was directed to make her tile and material selections as soon as possible.
  
  To better serve our customers, we only transact on deposits once we have had a measure appointment and are ready to expend hard costs towards their specific project. On 2/16/2024, we transacted her deposit via credit card ending in 2483, and processing was completed on 2/17/2024. Once the payment was approved, we dispatched our master plumber and electrician to attain the proper permits. This marked the start of her contracted project as defined by Maryland law. 
  
  At the same time that our administrative staff accepted and approved the contract on 2/17/2024, commissions were paid to our sales and marketing departments. We also incurred the cost of the permits mentioned above. At this time, Ms ****** received value for her deposit payment.
  
  Ms ****** indicated that her availability did not permit her to visit the recommended Tile showroom closest to her. In response, arrangements were made with our distributor to stay open after hours to accommodate her. Despite her canceling the first appointment and showing up one hour after closing for the rescheduled appointment on 2/22/2024, we made every effort to assist her. We have attached the email thread between the tile showroom and Ms ****** showing the numerous selections that were made. 
  
  Inexplicably, in the last message in her email thread with the tile showroom (not to Green Solutions Remodeling), she indicated that she was going to cancel the project. This occurred on 2/24/2024, 17 days beyond her legal right to do so. The following day, 2/25/2024, we received an email requesting a cancellation because of her inability to get to the tile showroom she had already been to, as you can see from the attached supporting documentation. 
  
  We responded to her cancellation request on 2/28/2024, explaining that the contract was legally binding after the cancellation period. As a result, we started expending money and resources in preparation for the start of her project. At that time, we offered to refund the funds that had yet to be expended and to retain only the hard costs we had already incurred, forgoing our right to seek the lost profit that would have been legally due to us. 
  
  After our response letter dated 2/28/2024, another member of our production team spoke to Ms. ****** by phone and offered to, and later did, meet her on Sunday, 3/10/2024, at a different tile showroom so that she would be able to make more selections at a time and date convenient to her. The selections were made on a Sunday; the next day, 3/11/2024, she contacted us, stating that she had changed her mind. Ultimately, Ms. ****** made her selections on the tile. When asked when we could start the job, we responded that we required a faucet selection and gave a detailed explanation of why we needed this before the job started. For the record, we never received a final faucet selection. 
  
  In further correspondence on 3/19/2024, Ms ****** questioned when she would see her countertop selections. In correspondence sent on 3/20/2024, we explained how the countertop selection process works during installation. Ms ****** also claimed that the project was to be completed by 5/1/2024. However, no verbal or written record indicates a specific completion date or a request for completion by the date above. Please reference the reverse side of the attached contract (Document: 'Contract Front and Back' line 5) for the expected time frame for start and completion. 
  
  The obstacles Ms ****** claims are her own making and have been made intentionally to cancel her contract, well outside her time frame to do so, for reasons known only to her. Her characterization that we were not living up to her contracted agreement clearly shows to be untrue in all supporting documentation provided by both parties.Thank you in advance for your time and consideration in this matter. We await your response.  

• Initial Complaint

  Date:01/05/2024

  Type:Customer Service 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.

  We had a house fire and contracted Green Solutions to rebuild our home. We have been in our home for less than 120 days and in the first 60 days shelves fell off the wall when placing a comforter on it. There is paint & caulk peeling and items that never have been finished ( blue tape still on the walls). The walls through out the house have visible waves in the finished drywall. There are gaps between the wall and stair tread that are un-necessary. Externally they damaged the concrete around my home during the build, there is building materials/trash left in my basement, porch and back patio. There is still a sliding screen door on my front porch that does not go to this home that no one has made the first attempt to pick up. The heating/cooling system make a loud bang upon turning on and off each cycle. Our new gutters are leaking and we have reached out and spoken to the owner of the company advising of the items and told it is not there responsibility to fix the items. We have not received any of the warranty paperwork for the home as promised so we can not even reach out to have items repaired. This was an insurance claim we were under a time limit and we had to have our living situation extended several time due to the gaps in the workers showing up on the job. There were days sometimes weeks that nothing was completed. Some days when they did show up they brought their minor children and did not advise anyone.

  Business Response

  Date: 01/09/2024

  We have carefully reviewed the complaint filed by the ******** and want to address the
  numerous inaccuracies and omissions in that statement.
  We are not homebuilders. The ******** were the general contractor for this project (as a
  review of the building permit would demonstrate) and Green Solutions was merely a sub-
  contractor for a portion of the project. The specific scope of work for which we were hired did not
  include any items for the existing groundwork or foundations. The complaints about the exterior
  condition of the house was not caused by, or the responsibility of our company.
  The claim that the ******** reached out to the owner of the company to address the items
  claimed to be in need of repair is patently false. I am the owner of the company and can state
  from my personal knowledge that the ******** never contacted me after making final payment
  on the contract. After searching our records and interviewing my staff, I can unequivocally state
  that neither Mr. ******* nor Ms. *******, nor anyone on their behalf ever contacted Green
  Solutions with any complaints or requests for service. During the project they spoke to and
  texted me on my personal cell phone numerous times. The first time we had any notice about
  any of the issues claimed by the ******** was upon receipt of a copy of their complaint.
  The delays referred to by the customer were the result of inspection issues and delays by the
  insurance company since we were framing a new structure on an existing 150-year-old
  foundation. Preparation of said foundation was the sole responsibility of the homeowner. The
  delays were beyond the control of Green Solutions and not unusual or extraordinary in a project
  of this type.
  More importantly a number of the other issues mentioned were specifically addressed in a final
  punch list prepared with and signed by the customer on 9/20/23. A copy of that punch list is
  attached hereto. Had these issues not been corrected, the customer surely would not have paid
  the final balance under the contract. That the issues were corrected is evidenced by the
  attached copy of the final payment receipt dated 10/20/23.
  Warranty information regarding HVAC warranty and other warranties pertaining to work installed
  was mailed to the customer promptly after completion of the project. Since they have claimed of
  having not received it, they will be sent out again by certified mail. In the meantime, however,
  and as clearly stated in our contracts with *******s, all work done is guaranteed for a
  minimum of one year. If in fact there is an issue with their gutter and/or heating system, and had
  we been contacted with a service request, we would have and are still ready willing and able
  to address any legitimate concerns the customer may have. All the ******** need to do is
  contact us. To avoid any misunderstandings, either a text or e-mail to me is preferred. These
  can be followed up with a telephone call. They have my contact information.
  Based on the total absence of communication from the customer since payment of the contract
  balance, and the fact that all items on the final punch list were fully remediated, it appears that
  the complaint is a vindictive attempt to retaliate over Green Solutions having to resort to
  threatened litigation over the unpaid final payment. While we hope this is not the case we can
  see no way that the customer would file a complaint with such factual inaccuracies.
  Notwithstanding the motive for the complaint, Green Solutions will do whatever is necessary to
  stand behind the warranty for the work supplied. All the ******** have to do is ask.
  
  We feel that considering these facts, and our complete willingness to address any issues as well
  as the customers inability to provide any evidence of any communication with our company after
  the final payment date of 10/20/23, that this complaint be closed and be made non-reportable.

  Ira L********

  President 

  Customer Answer

  Date: 01/15/2024

  My wife and I contacted an attorney to find out our legal rights and said attorney (which we did not retain, the letter was sent as a courtesy)  sent Green Solutions a letter advising them that they were responsible for the remaining repairs to the concrete surrounding the foundation (which they destroyed during the build, not the foundation because we paid a different contractor to fix the existing foundation).  Thus prompting a few threatening text messages from the owner of the company.  The following text message was received on Friday 10/20/23 at 12:03pm from the owner of the company:

   "Be
  advised that we will be placing a lien on your house by Monday also be advised
  as per the terms of your contract. There is no warranty on anything that we
  have done until the balance as I have requested is paid in full. Also be
  advised that I will not participate in attempting to provide you any
  documentation for additional monies to be  received for code compliance
  and also we are into the last few days that we can register your HVAC warranty
  so that will be warranted. I have instructed my contractor not to do so, until
  I have been paid in full, I am neither intimidated nor impressed by your
  attorney, who obviously does not have all the facts, but will have very soon."  

  "Well,
  since this is the first that I'm hearing that I'm not negotiating, I'm already
  willing to except less than what we have contracted for. You can't come at me
  at the end like this and say that we destroyed $9000 worth of shit show me
  where you've said anything about this previous to this it's all bullshit Stop
  playing games and let me know what you're gonna do in the next 30 minutes or
  I'm sending my attorney up to the courthouse and file this lein I'm really
  sorry I had to end this way, but somehow I knew you were going to try this at
  the end keep in mind, I could've gotten away with much cheaper windows, siding
  roofing not to mention the building materials that were used which were all
  premium. I was the greatest guy in the world then wasn't,"

  "My contract is clear as to the scope of work that I was responsible for you were responsible for any and all grading, septic and foundation that was clear from the start. As I said, I have a signed legal contract from you totaling well more than what I am asking you for I told you from the beginning that I would except what the insurance company paid you initially and also don't forget you're still going to be getting more money from what I've already submitted for the additional debris removal which will be your money but if you want to play this game, go right ahead, I promise you it's not gonna go your way and by the way, in the same text stream I have a promise from your wife that she would pay me as soon as you receive the check so let me know soon what your plans are because my attorney is now getting in touch with your attorney and we really don't wanna go there"
  

  Per the builders response they had sent the warranty paperwork to us, which we STILL have not received.  Also, concerning the punch-out sheet that was signed, they had my wife sign the form with one of their contractors without explaining anything to her and also the claim was solely in my name, not my wife's.  As you can see in the text that the owner himself was sending to us, we were not comfortable approaching him for anything since it pretty much states he was done.  No explanation was given concerning warranty because per the one text there was not warranty and he had instructed them not to issue it.

  This does not address the fact that trash was left in and around my home by his contractors including his so called project manager Tim.  Also, we have items, such as a sliding door screen on my porch that do not belong to my home.  We are not comfortable having anyone from Green Solutions return to our home to do work since there have been issues in the past.

  Business Response

  Date: 03/05/2024

  Green Solutions is not willing to enter into the arbitration process with Mr. and Ms. *******. We are being asked to arbitrate issues of non-performance of warranty repairs when we have never been requested to perform any warranty repairs. As stated in my earlier response to the *******’s complaint, Green Solutions has never been notified of or requested to repair any items of work or materials supplied to the *******s. This was both before and after our response to the complaint. Although we had previously supplied warranty information (including information specific to the HVAC system), after receiving a copy of the complaint we sent by certified mail a second set of warranty information to Mr. and Ms. *******. Despite this, and the very clear statement in our response that all the *******s need to do is contact me personally by e-mail or text, we still have never heard from the *******s to schedule warranty repairs. I checked with the HVAC contractor, and although the *******s have contact information for this contractor, they have not requested any warranty repairs of it.  Green Solutions stands by its earlier statement, “[We] are still ready, willing and able to address any legitimate concerns the customer may have. All the *******s need to do is contact us.”  We cannot and will not guess at what the issues may need addressing without a list of specific concerns and an opportunity to inspect and/or repair the same.