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:01/29/2024

  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.

  Sept 2022 installed a perimeter drain, **** promising they had insurance before starting. *Improper installation, drains not properly do not carry water to the hole, hole was drilled into the highest corner of the basement. Drains may have too much cement around them to function. *Removing the original PSI holding back the water to just 4" when flooded for the last 28 years of my home ownership to now 6" of water entering.*Removing fieldstones under my 128 yo field stone foundation *Mixing cement next to furnace and leaving rocks, dirt and stones to cause falls. *Water damage to the brand new furnace, furnace microchip board and dirt entering furnace and hot water heater, as well as my belongings. Furnace is rusting. This will again happen in spring. I will again lose my microchip board and my heat. * ******* communications to zero communications and not caring that I had no heat. Inspector came in June of 2023 and reported repairs needed but they did nothing. *The installation of an electrical gang for sump pump without a licensed MI electrician and without my knowledge or consent. *Damage from mixing cement on my dryer platform and by my furnace, electric cord...instead of mixing cement in the corner to protect my things. *Illegal entry into my home in January 2023 without my knowledge. I live in isolation, no one comes in without a mask. The electrical cord was pulled out from under the platform and some of the stones were removed but much debris was left. I so not know what day someone walked though my kitchen and into my ************** Home wont tell me. *Lawn damage from a moving man sinking in my lawn up to the hubs and needed a tow. Promised to repair. No apology. *damages to the environment and to my property by dumping rubble over *********** in my driveway. *promising to come back and put insulation on the other ***** as they ran out of insulation in Feb of 2022. *Failing to care or reply to emails to repair so I dont lose more this spring.

  Business Response

  Date: 02/01/2024

  Dear *******************, 

  My name is ***********************, operations manager for Snug Home.  I am sincerely sorry to see that you have decided to report this situation to the BBB, but I am also very glad that we now have another opportunity and avenue to communicate with you to assess the situation and determine a solution.  When you first communicated your complaint to our team in April of 2023, we no longer had a crew in the *************** to immediately address the situation, but we did schedule a home visit for 5/19/2023, for our program manager and quality control manager to come to your home.  However, when our team drove from our headquarters near ******* to your home in the UP, you were not home for the appointment and were not reachable by phone.  Then, we scheduled a follow up site visit to assess the situation on 6/16, which you confirmed, and again, when the day came, you were not home and unreachable by phone.  Our team has to make time in our regular schedule to make the 2 day round trip to your vicinity, and the next time that we could do that was in October, at which time you were again not reachable by phone.  We have attempted to reach you to schedule appointments with no return call from you, and when we have been able to reach you via email or phone, and you confirm appointments, you have not followed through to be home.

  We certainly want the opportunity to assess the work and your claims as listed.  Our program manager and quality control manager are highly trained to assess your situation and will work with you to find a solution, but to do that, you must be reachable in a timely manner and you must keep appointments once they are set, so they can observe the situation in person.  This is the only way we can move forward to help resolve the situation.  I will wait for this response to be shared with you, then I will myself call you to find a set of dates that you would be available, coordinate with our managers to find a date that will work in our schedule, then confirm back to you, so that we can resolve this unfortunate situation as quickly as circumstances permit.

  Yours respectfully,

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

  Operations Manager

  Snug Home

• Initial Complaint

  Date:06/30/2023

  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.

  Snug Home was negligent in their work on our home beginning January 31, 2023. They blew insulation into our attic space, which was accessed through our infant's bedroom. The company was aware we had three kids ages three and under, yet did not take any precautions to keep dust out of the air when blowing in the insulation. The owner told us on June 30, 2023 that they have the means to keep the environment much more dust free with a HEPA filter, yet they did not mention this was an option before or during the work. They also requested we stay in the home during the process, despite the fact that our three young children were then exposed to the low quality air during this process. We were assured the process was safe for our family and the option to take extra precautions was never mentioned. Following the work, all of our kids experienced respiratory issues and our baby was hospitalized and has continued to be so on and off over the last 4 months. It is believed the negligent work contributed as a trigger to his ongoing respiratory issues. We have asked the business for a 25% discount (approx. $1500) on the bill that we've already paid. This would be a $1500 refund. We have tried to resolve this issue between us and the business, but they are unwilling to admit fault and give us a refund.

  Business Response

  Date: 10/17/2023

  Ms ********************;has made her disappointment quite clear to our organization, although we went above and beyond to complete the work on her family's 60 year old home as safely, effectively, and efficiently as possible.  While some mistakes were made in our initial installation, our ***************** process discovered them, and we corrected the deficiencies quickly, at no additional cost to the family.  We also provided the family with a brand new $400 BlueAir HEPA filter at no charge that actively filters all air in their home.  We did this despite the unsubstantiatable claims that we triggered her son's genetic respiratory illness in any manner.  The work that we did to insulate and seal her home couldn't scientifically produce the outcome in question and we do not accept the claims related to her son's health.  
  
  
  It is certainly every consumer's right to state a complaint with the BBB, and we welcome the opportunity to address this.  We worked diligently to communicate with her every step of the way, and provided her with a sympathetic and direct communication channel for her concerns and complaints.  However, we stand by our work and made it clear to her when we completed the project that we would not comply with her arbitrary and unsubstantiated request for a 25% refund.

• Initial Complaint

  Date:11/29/2022

  Type:Sales and Advertising 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 had this company come in to my house to fix the heating duck work. the repairs they did were ruined when they put my registers back over the vents. i sent them pictures the day after they did the work in my home. I had a convosation with a gental men there he said he would look in to what they could do for me and he has yet to get back to me and that was over a month ago. He will not return my phone calls or resposnd to any emails that i have sent in the last couple weeks

  Business Response

  Date: 10/17/2023

  Dear *************,

  I sincerely apologize for the situation and lack of response that you have experienced.  The individuals involved in ignoring your complaint are no longer with our organization and this complaint to the BBB only just reached me due to originally being sent to a former employee's email on our profile.  Again, I sincerely apologize and I will contact you immediately through your original email to our former employee to determine what steps we can take to help fix this for you.

  Thank you for letting us know of the situation, and I am thankful that the BBB forwarded your complaint again so that we could address it with you.

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

  Program Manager