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:09/18/2023

  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 Doak Custome Homes, LLC to build me a new home in 2023. The roof line extends 10 ft out on the front and back creating covered porchs. The porches are supported by 6x6 posts every 10ft on the outside. The front porch posts had severe warpage and had to be replaced. I purchased new posts and *** **** replaced them himself. After moving into the house, we found that the new posts were only fastened by putting screws on just two sides of the post into the soffit. They were not fastened to the cement floor in any way, nor were they even touching the floor, just swinging from the soffit. The posts would swing when pushed. I had to have the posts anchored to the cement floor with post bases and additional support at the top. I am requesting reimbursement for the cost of the repair. The posts could very easily come off if pushed by my great grandkids and seriously injured someone.

  Business Response

  Date: 09/26/2023

  I have spoke with the consumer and asked him to contact me for a resolution. He refuses to do and decided to file a complaint.  My attorney has mailed in the response.

  Customer Answer

  Date: 09/26/2023

  Complaint: ********
  
  I am rejecting this response because: I had contacted the business and got no reply. I instructed him that If I did not hear from him I would contact the BBB. I contacted him on 9/16 because i did not have  a reply. Following is my  request and his reply:
  "Since I have not received a reply to my email, I will send these invoices by text. If no reply, I will contact the BBB on Monday."
  "That's the first I've seen of the attic invoice. I will pass these on to my attorney and he will be in contact with you." There was no offer to negotiate.
   Sincerely,
  
  *** ******

  Business Response

  Date: 10/04/2023

  Prior to the consumer filing the complaint, we replaced the posts for him at no charge.  They were properly installed.

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Problems with new home built by Doak Custom Homes: 1. Prior to moving in, reported problems with toilets. When we moved February, 2023, found the problem with one toilet was not fixed. The toilet was loose and moved from side to side. Could not tighten because the whole bolt turned. Found that the toilet flange was broken. I fixed with a flange repair kit and requested reimbursement of $116.06. The contractor did not follow through the first time to insure the problem was fixed. 2. Found that a laundry sink in my shop was installed incorrectly. The sink was fastened to the wall with only 4 plastic drywall anchors with no other bracing. Then he stated that he did not hang the sink. The plumber did. I reminded him that he knew there was no backing or support in the wall. He then stated that there are studs in the wall and there would have been a stud to fasten to. I reminded him that the studs are 16 inches apart so the most would be to fasten one end of the frame but not the other. He told me that the only problem he knew with the sink was that the faucet leaked. He said they tried to tighten it but couldn't. The only way to tighten the faucet was to remove the sink from the bracket on the wall. If he removed the sink he could see how the bracket was fastened with plastic drywall anchors. He knew that there was no bracing behind the wall and nothing on the front, so It could only be fastened to the drywall. He continued to insist that he was not involved in hanging the sink. I informed him that I was not saying he was involved in hanging the sink but that he was aware of the problem and did nothing. I would like to be paid the $145 it cost to have a plumber inspect the problem and help figure out how I could correct it, in addition to the cost for fixing the toilet and wall behind the sink.

  Business Response

  Date: 04/15/2023

  Response to complaint filed by *** ******. I was notified on February 5th 2023 of him having an issue with the toilet. He did not specifically describe the problem, just that they needed adjusted. On February 6th 2023 the plumber went out and went over ever toilet in the house and reported That they were all adjusted and working properly. On April 1st I received a message from *** with an invoice attached for toilet repair. When I questioned what the issue was he said the flange was broke and had to repair it. I messaged him that I would have preferred that he got in contact with me first before making a repair, that I would have gladly come out and took care of the problem for him. In a response in the same conversation he mentioned an issue with the sink in the shop. When I asked him about it the only response I received was to ask the plumber.  I proceeded to call the plumber and the only issue he knew about was the faucet that had a small leak, because it was a used sink that had not been installed for a long period of time. The next message I received from Mr. ***** was on Wednesday April 5th 2023. This time he included an invoice for repair of the shop sink. I informed him once again that I wasn’t made aware of the issue and not given the chance to repair it. Had we been made aware of these issues and given a chance to address them, we would have been more than happy too. After not being given the opportunity to fix them I don’t feel it is our responsibility to pay the amount he is requesting.

  Customer Answer

  Date: 04/18/2023

  Complaint: ********
  
  I am rejecting this response because:  The problem with the toilet was you could grab one side with your hand and it would shake from side to side. It was not properly anchored. Neither you nor the plumber even looked at it or you would have immediately known the problem.

  He is completely ignoring the real problem with the sink. The problem is that he intentionally installed a 8.5 gallon laundry sink on drywall with just four plastic drywall anchors. He claims that his plumber installed it, but he knew there was no backing or support in the wall to hold it and did nothing. I am not going to call a contractor and plumber who intentionally installed a sink to the wall with just drywall anchors to repair it.

  I am attaching pictures of the wall where the sink was hung (with blue tape where the studs are), the bracket that the sink hangs on, the front and back of the sink. You can see where the bracket was mounted and where the drywall anchors pulled out of the wall.
  
  
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 04/25/2023

  I have offered to resolve this issue more than once and the customer has refused my offer. If we had been aware of the issue we would have been more than happy to resolve them. 

  Customer Answer

  Date: 04/25/2023

  Complaint: ********
  
  I am rejecting this response because: I notified him of the toilet issue before we moved into the house. He informed me he instructed his plumber to fix the toilets. When we moved in the problem was not corrected.  Had either the plumber or him looked at the toilet they would have readily seen the problem and could have corrected it. He had an opportunity to correct it but didn't, so I fixed it myself.

  He continues to ignore the problem with the sink. He hung a sink on drywall only. I would like an explanation of why he did that. He claims to have been building houses for over 20 years, so he should know that is not right. As I previously explained, I do not want a contractor who would hang a sink on drywall to be responsible to repair it. I don't know what he would have messed up next. Please ask him to give me an explanation of why he hung the sink on drywall. He seems to want to ignore that issue. We were not on good terms at the end of the build, so I honestly believe he did it on purpose out of spite. Perhaps he has another reason if he would just address it.
  
  
  
  Sincerely,
  
  *** ******