Complaints

This profile includes complaints for Builders Installed Products's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Builders Installed Products

  10 Printers Dr Ste 14 Hermon, ME 04401-1344

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  Builders Installed Products

  515 Riverside Industrial Pkwy Portland, ME 04103-1417

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:09/18/2024

  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.

  My contractor hired Builders Installed Products to spray foam my house in January 2024. When they sprayed the walls the spray foam also misted my shower. I called them several times, sometimes they answered most of the time they did not. After a few months they finally sent someone over to clean the shower. He had no idea how to remove the spray foam without damaging the finish on the shower stall. He used a green abrasive pad that did take off the spray foam but also the glazing. I have tried calling *** **** and when he finally answers the tells me it's my job to find a company that will replace it. I did find a company and told him, he tells me he had to talk to his boss **** Lawn. That was several weeks ago. I tried calling and leaving messages but they do not answer the phone or return my calls.

  Business Response

  Date: 10/21/2024

  BBB complaint #22303392
  In response to this complaint, Builders Installed Products was working through a general contractor for this job. After payment was not received Builders Installed Products refused to do any further work. The customer complained of foam overspray on her shower. Builders sent a very qualified repair person to investigate. It was found to be windows and door foam, not foam that Builders Installed Products had sprayed. The repair person tried removing the foam as a courtesy he explained that if the shower walls were faded or the glazing was scratched, Builders Installed Products was not liable. The customer showed scratches in the shower walls and scratches where she had been keeping baby chickens to the repair person prior to him beginning any repair. She seemed pleased with the help Builders Installed Products had given, but the last day of the repair she started complaining and was rude to the repair person. As Builders Installed Products were there as a courtesy we decided that, what we had done free of charge, was over and above what we were obligated to do. The customer wants Builders Installed Products to pay for reglazing or replacing her shower. This is unreasonable, as the customer was told we can try to remove the foam, but the glazing was not covered. I consider this matter closed.

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  
  The window and door in the bathroom were sealed before you began your work and they are not even near the shower for anything to have over sprayed into the shower. Your company sprayed foam to insulate the walls all around and touching the shower and you did take complete responsibility when we spoke though your story has changed now that BBB is involved. The baby chicks I was caring for in an enclosed box, under a heat lamp in the floor of the other bathroom were never in that bathroom. That shower was brand new and never touched by anyone or anything other than your company. On top of that, it would be impossible for a days old chick to create any scratches whatsoever, little less to the top of a 6 foot shower. I told your guy as he was removing your overspray that I was afraid he was going to scratch the surfaces because he was using a green scouring pad and his response was that "he was doing what he was told." I guess me voicing my concerns because I was NOT okay with the idea of him scratching my shower means I was rude and complaining. It also means I was not, as you say, "pleased with your help." A quick ****** search reveals that you should NEVER use any kind of scouring pad on an acrylic shower because it will scratch. It makes zero sense that I would have been upset about overspray on my brand new shower but perfectly fine with it being all scratched up after you "fixed it." It makes zero sense that you are now back tracking and saying that once you arrived, you decided this wasn't your fault and willingly and knowingly used a scouring pad on a brand new acrylic shower as a "courtesy." It also makes zero sense that your qualified repair person's method of fixing my shower was the same, no matter which of your stories you want to go with. How were you going to accept responsibility for the damages to my shower by leaving me with something not restored to how it was before you damaged it? Lets face it, you know your company was at fault and you didn't realize that the quick fix you wanted to do would destroy the entire shower. At this point, whether you want to back track your story or not, the moment you took it upon yourself to fix a problem by making the problem much worse, you accepted responsibility. 
  
  Regards,

  *********