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:01/25/2025

  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.

  We had house doctors of Northland KC out to our house to do a kitchen remodel.
  
  The remodel included removal of our old tile floor and installation of new tile. This work began in April 2024. After the initial install, the tiles began to move and grout began to crack. They came out three separate times to try and fix the issues with their installation. Prior to the last fix attempt ****** guaranteed he had the solution that would make it work. Less than 30 days later we continue to see the same issues in the floor. When I reached out to ****** the final time he mentioned, he would not deem this a warranty issue and would not attempt to fix the issue whether he was paid or unpaid for the work. The warranty is for one year from the start of the project and they made several attempts to fix our issues. This should still fall under the warranty, which we stated to ******, but he has not responded to the most recent text.
  
  He claims it is due to the tiles that we chose, and that our floor is uneven. The tile that was replaced had no issues like we are seeing with this installation. Additionally, he approved the tiles that we chose, and as previously stated, made several attempts to fix the issues. We don’t understand why he is now claiming this is not a warranty issue all of a sudden. We paid $4000 for labor and roughly $2000 in material for this portion of the project. Which does now need to be completely redone.

  

  Business Response

  Date: 02/01/2025

  Customer called House Doctors out to do an estimate on a
  kitchen remodel and other miscellaneous tasks. 
  One of the tasks to the project was to remove and replace tile in the
  kitchen and foyer/ hallway areas.  At the
  time of the estimate, customer had 12” x 12” tiles in the areas mentioned.  Customer wanted to shop around to find tiles
  of their liking.  Customer decided to go
  with 12” x 24” tiles.  Demolition took
  place at the beginning of the project.  At
  that time, the team unveiled that the previous homeowner double-layered the ¾” subflooring,
  with another layer of vinyl sheet flooring in between, which was odd to say the
  least.  House Doctors did not estimate removal
  of subflooring and the entire kitchen Cabinetry was sitting on top of the
  double layered subflooring. After consulting with the homeowner, it was
  determined that the subflooring should stay in place since the previous floor
  was laid over it.  Next, our team started
  installing ¼” cement backerboard.  At
  that time, the technicians had noticed that the floor was uneven as several
  areas showed high/low spots.  These flaws
  were then communicated to the homeowner. 
  The technician informed the customer that bigger tiles may not be ideal
  for his situation.  The customer
  encouraged our team to proceed with the project, since there was tile on there
  beforehand.

  As tiles were laid, bed mortar was adjusted more/less to
  account for the constant slight elevation changes.  Before the floor was even grouted, the
  customer found a tile that was flexing. 
  House Doctors completely removed the original tile and replaced with
  additional mortar bed.  The tile did
  adhere without flex, but then the customer stated the raised tile was causing a
  trip hazard.  The technician again informed
  the customer that the rolling floor is causing the issues and additional mortar
  is required.  Customer escalated his
  concerns to the GM, which at that point he falsely accused the technician of
  not knowing what he was doing.  The tile
  was ultimately removed/ replaced again along with some other tiles in the area.
   The project was completed and approved by
  the customer.  The tile portion of the
  project was planned for 40 man-hours; however, actual time on that part of the
  project was just over 52 man-hours by the time all of the “concerns” were
  addressed.

  1 month after closing out, customer called and stated that a
  few areas of the tile grout were cracking. 
  The GM investigated the situation and realized that the area in question
  was the same area that was already reworked 2 times.  At that time, the GM fully communicated that
  the tiles were not ideal for this particular situation and is causing these
  issues to arise.  The customer again
  choose to attack the technician and his abilities to do a quality job.  In an attempt to appease the customer, an
  agreement was made to rework the area for a 3rd time.  Work was completed and approved.  5 additional man-hours and ~$60 in materials were
  allocated to the project under warranty.

  2 months had passed and the customer called the GM again,
  stating the entire floor grout is cracking. 
  The GM investigated the situation and confirmed the complaint.  The entire uneven floor vs. large tiles was
  communicated for a 4th consecutive time.  The customer again discredited the statement and
  falsely accused the technician of not performing quality work.  After some back and forth, the agreement was
  to remove all of the grout out of the entire floor and address any/ all tiles that
  were flexing and/or broke.  This demo
  process ending up inadvertently scratching several tiles, which House Doctors
  took full responsibility and replaced accordingly at no cost to the customer.  All tiles were confirmed fully adhered prior
  to grouting.  In order to rule out any possible
  grout product defects, House Doctors also switched grout to a product that we
  have used with a proven success track record. 
  The project was completed and approved by the customer for a 3rd consecutive time.  An additional 24
  man-hours and ~$165 in materials were allocated to the project under warranty.

  3 months after the last rework closeout, customer text the
  GM to state that the tile grout is still cracking and asked “what our next step
  was going to be.”  The GM reminded the
  customer (once more) of all of the times the customer was reminded that he has
  an uneven floor and that it is not ideal for his tile selection.  The tile was absolutely confirmed it was
  adhered well and all of the necessary steps to mitigate the problem have been
  utilized and communicated.  Products used
  have a proven track record for success. 
  The steps used to install the tile was observed and critiqued throughout
  the entire process.  House Doctors has taken
  every precaution to ensure the customer had a quality product despite all of
  the problems. 

  The
  project was planned for 40 man-hours, but the total hours for the project
  resulted in 81 man-hours (41 of which were not billed to the customer).  The customer has been advised to change to
  smaller tiles multiple times, which offers less surface coverage and “rolls”
  with uneven floors better. The customer has continually ignored this advice,
  despite all of the problems that we have encountered.  It has become apparent that the customer has
  no plan to address the root cause problem to this issue.  As a result, House Doctors has no further
  desire to work with the customer on coming up with “a plan” at the cost of the
  organization.  Customer is requesting a
  refund of $6000, when House Doctors only charged $4000 for the project.  Additionally, House Doctors has already
  contributed more money towards the project, than what the customer has paid
  out.  As a result, customer’s request has
  been denied.

• Initial Complaint

  Date:05/08/2024

  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.

  work not satitfictory need a refund

  

  Business Response

  Date: 05/14/2024

  Attached is the estimate and the final invoice for the work completed.  I have also attached pictures of the final project.  As you look around the deck, it is clear that we did alot more work than was planned (or invoiced).  We were planning 24 hours of labor and the total project ended up taking 48 hours plus another trip to address customer complaints.  Factor that in with the fact that we had to buy more materials than planned/ invoiced, I'd say he already has received a good deal.  The services we provided to Lloyd are far more than what he actually paid for.  Thanks again for your time.

  Customer Answer

  Date: 06/28/2024

  I still have to pay my bill, however I need to get my money back in compensation. 

• Initial Complaint

  Date:06/06/2023

  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.

  Back at the beginning of May I hire Handyman service Northland KC to replace 4 white vinyl post and to dig up two others and set deeper into the ground. Apparently there is a water line near one of the posts. he was worried about it so instead of just leaving it as is and not do anything. Scott proceeded to cut a section of the post and stick it back into the ground. (did not know that at the time) With in a few days the fence railing fell down, I noticed the gate was not closing correctly and that one of the post could be moved back and forth. I called and Scott returned.
  However, the work he did was even worse than the first time. Instead of fixing the post that was cut, he put expandable foam in it. This then over spilled through the railing and adhered the pickets to the railing and the gate was hung crooked. I have spoken to ****** ******** and asked that the work be corrected. He is insisting that the same worker needs to come back. I do not want that worker. Scott has proven he is not qualified. ****** also stated that the foam is better than concrete. However, I can pull the post completely out of the ground. The gate is hung crooked because one of the post was not buried deep enough. That post needs to be buried deeper. I also want the work done correctly and a new post, rail, picket replaced as his employee has damaged what was there. I have informed ****** of this however, I have gotten no response.

  

  Business Response

  Date: 06/22/2023

  The customer contacted House Doctors regarding some work on a fence at her residence
  in Liberty, Missouri. House Doctors provided an estimate for that work for $925, which
  involved replacement of four fence posts, setting new posts, installing a gate to swing in
  the opposite direction, and adjusting the depth of two other posts. The customer
  authorized House Doctors to begin work.
  After work began, the technician providing the services informed the customer that resetting one of the fence posts would risk puncturing a sprinkler line located near the post.
  The technician informed the customer that he was not willing to dig in that location. The
  two of them discussed setting the post in a shallow hole, and the customer consented to
  that approach. The post was set shallow, and the other work in the scope of services was
  performed. House Doctor’s bill for services ended at $955, which the customer paid in
  full. The customer acknowledged, in writing, that the work performed “has been
  completed in a satisfactory and workmanlike manner.” She further acknowledged that
  she has “no concerns” with the work provided.
  At a later time, the customer determined that she was unhappy with the work in that the
  post was not secured to her liking. House Doctors returned to her residence, and used an
  expandable foam to secure the post. The customer agreed with this as a solution to her
  issues. After the work was completed, she called House Doctors again, because the foam
  had created a mess. House Doctors’ proprietor returned to her residence and cleaned the
  foam himself, to her satisfaction. He checked the post, and it remained secured at that
  time.
  Now, the customer has asked that House Doctors to “fix” the post she claims is still not
  secured, and to perform other tasks regarding setting the gate and other posts deeper into
  the ground. House Doctors has already informed her that it will not dig near the sprinkler
  line due to the possibility of puncturing the line. House Doctors has offered to dig the post
  deeper by the sprinkler line, if and only if the customer releases House Doctors from any
  liability for puncturing the line.
  Recently, in an attempt to resolve this matter, House Doctors offered to refund the
  customer $850 – the entire amount of her bill, less material costs. She refused this
  proposed settlement. She refused this proposed settlement.

  Customer Answer

  Date: 06/22/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:

  
  In the response from House Doctors there are quite a few things
  that are untrue. 

  I never consented to have the post set in a shallow hole.  I was under the impression he was going to put the original post back because of the water line.
  The reason I had to call them back was because the railing fell, and I noticed the post that was put in a shallow hole could be moved back and forth.  (I can lift it completely out of the ground.)
  I never gave approval for foam to be used nor would I have ever. It did nothing but make a mess and adhere the pickets to the railing.  I was not even home when this was done.
  

   When I spoke to ******* at the beginning of June I indicated the post on the east side of the house needed be to be buried deeper as it was not level with the other posts.  He wanted to send the same man out to do the work.  I did not want that as he has proven he is not qualified. I wanted someone with fencing experience. 

  I believe that House Doctors employee, without my knowledge or consent took it upon himself to bury the shallow post and use foam. Therefore, I felt they should be responsible to put the post back as it was.   
  

  I received an email from ****** on 06/20 telling me he would settle for giving me a refund of $850.00.  However, there were demands he was making that I had to follow.  His email stated:
  
  “I believe you have left me with no other option but
  provide you with a refund in the amount of $850.  I cannot refund you the
  $105 we spent on your materials (wood and concrete).  In return, I want
  all of the complaints removed and erased from our name.  I also want you
  to guarantee me, in writing, that you will not give any further reviews (good
  or bad) after our transactions have been completed.  If you agree to these terms, please respond within 24
  hours of this letter and also rescind your complaints to the BBB and the
  Attorney General by the end of the week (COB Friday, 06/23/2023).  After you have provided proof that these
  actions have been completed, I will provide you a check in the amount of $850”
  
  I sent ****** back and email
  stating I wanted check in hand first.  He
  then wrote back:
  
  “As stated, please provide proof of
  my request and then a check will be sent immediately.  I also need your guarantee that you will not
  try to undermine and be vindictive by providing bad reviews, whether written or
  verbal, after we have parted ways and closed the deal.  If I do not send you the check, then you have
  the right to sue me for 2 times the amount. 
  I would like for this transaction to be swift so we both can go our
  separate ways.”
  
  After receiving the email, I told
  him I needed to check with my attorney first. That was the last contact I have had
  with House Doctors. I take his last response as an insult.  I am not the type of person who would "undermine and be vindictive".  All I wanted was my fence to either be fixed or my money back.   Prior to his untrue responses I was planning on doing as he asked. He stated I had until June 23rd but now....  I don't feel I should have to meet his demands to get a refund.
  
  
  ********
  
  **** ********