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:01/17/2024

  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.

  The problem is aside from having professional journeymen he used his sons to do the painting and the plumbing, mudding, sheet rock and texturing. There are so many places where they missed painting. They didn&#**;t allow for the electrician to put in sconces in the house so they are just hanging by one s**** They didn&#**;t provide the electricians to secure the fixtures too. This is a $600,000 house. The light fixtures in the master bath are 2-3 inches off center because he drilled these big holes in the wrong place. The only thing the electrician could do was hang them. They scratched up things and by the time we moved in we had to call ********* to fix all the things they messed up. There is a master bedroom bathroom and they hit the water and it went everywhere, the ceiling was bowing and water all over the floor and the paint was peeling off. There was so much water in there. They tried to fix it but it doesn&#**;t look right. There are 2-4 places where they went through the sheet rock. There is a lot of damage done to our home. He said he is done, we paid him $232,000 for c*** and we would be happy if he can come back and make it right.

  Customer Answer

  Date: 01/17/2024

  For several months of the job there was no covering of the stairs and they would not clean it and they would not offer to clean it.  They are the ones that made the mess.  

  

  Business Response

  Date: 01/18/2024

  This id Dusty **** ********************** which is who their complaint is with Bewley Custom Homes is a Completely separate business.

  However I am the owner of Bewley Construction and I would like to take the time to respond but would really urge anyone who is reading this to completely read all of the complaint and all of my response to get the full grasp of what's going on. 

  One complaint they have is that I have less than experienced labor working on their home which they are speaking of my Sons that was helping me on their project which they have been working on job sites with me for many years and are grown men and altho they are still learning like we all are they make mistakes just as if any would but they/ we corrected all mistakes found during our inspections as well as the daily inspections the client made every day as well as upon completion Mr. ********************* made a list in which we completed as well as a second list he made the following day with new items. 

  A month after the clients moved which is when we received all the bills from suppliers and sub contractors we sent a bill to the Clients at that time we received pictures of several items that they had complaints on, ( which that's why the punch lists were created upon completion to catch anything we may had previously missed ) 

  We then stated that we were willing to come touch up said paint touch *** and adjust trim and clean etc with an agreement that we would be paid our Approx $12,000 we were still owed. We reminded the clients of texts where we informed them of items they were requesting to be done was not in our agreement. ( we also inclueded the screen shots of those conversations to that response to the clients at that time ) 

  Their response was that we were not being given the opportunity to do the work that they were requesting which would be about a half day of touch up paint and cleaning etc. and they just were not going to pay us and keep our money that myself and sub contractors 100% completed the work on that they requested to be done, changes included and I would just have to lien their home to attempt to get paid. 

  I made several attempts to by text to set up that ability to do the work requested as long as we would have a written agreement upon completion of this work that we would be paid the balance owed. We stopped receiving any text responses back from the clients as well as they declined our phone calls when we attempted to contact them by phone.

  The changes they requested were in July as seen in the screen shots in the texts attached 

  August 4th is the approximate date we completed the work and their two previous punch lists

  In Sep 14th the day they received their final bill we received items they were not happy with and our response at that time was that we were more than happy to come and complete that requested work with the assurance of our prompt payment following.

  which was followed with several texts that did not get responses to attesmpt to resolve their complaint.

  We Spoke with Mrs. ****************** in person yesterday and expressed the exact same response that these items are mearing adjustments and touch up paint and that we are more than happy to come and complete this work with a written agreement that we would be paid promptly the money owed following..

  Our response is the same today as it was yesterday and as it was back in September, We are more than happy to come and do the touch up paint and cleaning that's our responsibility as long as we have it in writing that we would be promptly paid the balance following the completion of this work. 

  as far as the electricians needing boxes to attach the fixtures to they would have installed remodel boxes and the wires were pulled through the wall where that would be centered with the sinks which is standard but this is also something we are willing to look and and see what can be done to help this that they are seeing 

  We actually called ********* and asked that they contact the clients to get the punch list items they requested completed because we had paid twin oaks to do this work which would be included in their origianl bill ( standard touch up items that are not a big deal ) 

  The clients did have an old water valve in the home that leaked ( we are not sure how or why ) But we did not argue I paid to have all the drywall and insulation replaced in that room which you can see in the screen shots of their texts that they at that time was very pleased with that work. 

  not understanding the 2-4 places they went through the sheetrock comment? 

  and again we are happy to work with the clients to make these requests right as we always have been but we would need to have assurance that we would be paid.

  and we agree that some of these items should have been caught and fixed touched up etc before they moved in.. The client did state yesterday that it took them a month of living there to see these things so you can understand that we may not see it at that time

  The small punch list they have of touch up paint does not justify nearly $12,000 they have held hostage

   

  please see all screen shots between client and my self thank you..

   

  Customer Answer

  Date: 01/31/2024

  Master bath partially painted walls

  Its hard to catch in pictures, but there is not one room in the house that was painted well. Each room has places where you can obviously see they missed a spot or half a wall.

  Customer Answer

  Date: 01/31/2024

  Master bathroom was poorly painted, wall texturing is a mess, no linear drain as stated in proposal, and even though pics were sent early on for our expectation of wood accent wall, it looked nothing like that. 

  Customer Answer

  Date: 01/31/2024

  Dusty Bewley did not use licensed professionals or trained tradesmen for the drywalling, wall texturing, painting, outdoor door installation and painting, plumbing, faucet installation, crafted new stair rails, or measuring and prepping for the electrician. ***** and his sons did the work. When the remodeling began, the sons grade levels were: college freshman, high school junior, a younger high schooler, and a junior high student. They are not men as ***** claims, but mere boys who should be working under their fathers close supervision.  

  We expected professional, quality results, but instead we got shoddy workmanship for the extremely high price we paid. I did not show up daily as described by ***** as they were often a no-show or working late in the evenings. After being rushed to get ***** the punch lists of what needed to be fixed, he was surly, the boys were rude and said they were never coming back, and most of the work they fixed looked worse than before it was fixed. The punch list grew during our first weeks of living in the house due to differences in lighting and unhurried, closer inspection without Dusty breathing down our necks. Here are some pics from the completed items on the first punch list we gave *****. Most of their fix up work made it look worse than it was before.

  Customer Answer

  Date: 02/01/2024

  We would encourage you to read our rebuttal completely, so that you have the full grasp of what really went on when we had our main floor remodeled by ***** and his sons. We are greatly disappointed in the finished product, the lack of attention to detail, the lack of supervision of his sons work, and the complete lack of pride in their work. We would not have gone with ***** if we had known his high school junior and college freshman would be our main contractors. Nor would we have gone with ***** if we knew he lowballs only to continually raise the price each time hes asked for a budget check or to have something fixed because of lackluster quality. 

  My wife sent picture boards from our decorators to Dusty and his wife ****** in January prior to the remodel, so he knew what our expectation was and what furniture we had ordered so far for our forever home. All picture boards show high quality workmanship which is what we expected. 

  ***************************** on KY3 TV in ***********, ** did a Consumer Awareness story on remodeling and building homes. She said on a remodel, you always go by the first quote. Our bid started at $170,879. Then, crept up to $208,879, $212,979, and higher and higher. We have now paid a total of $231,000 to Bewley Homes and  $6,752 to Modern Electrical because  Dusty didnt take the hit for his poor management of the project. He left the electrician to take the monetary hit. With a remodel totaling $237,752 in August, we made our final payment to Bewley. The grand total we paid was $67,752 over his first quote for very poor quality craftsmanship done by apprentices. 

  Customer Answer

  Date: 02/01/2024

  Videos show how 1 bathroom light looks great. The other 2 lean forward and they jiggle.??

  Customer Answer

  Date: 02/01/2024

  Here are some other problems that we encountered during our remodel with Dusty Bewley:

  
  ~The new hall bath vanity we ordered from Wayfair was still in the shipping carton with zero signs of rough handling. The next time we saw it, the vanity looked like it fell off a truck. They called and told us it came in the box that way. But the box was at our house for months in perfect condition. After everything else that went wrong during our remodel, we believe the brand new vanity was damaged by ***** and sons while getting it through the hall bath door. Leaving poorly functioning hinges on a door and big scars on the front, and its messed up on the inside too???

  Customer Answer

  Date: 02/01/2024

  More Pictures to Support Bewley Complaint 21158753

  Customer Answer

  Date: 02/01/2024

  ~Twin Oaks cabinetry told us that they never install cabinets until near the end of a remodel, but ***** insisted they deliver and install them in March. I noticed boxes of screws, tools of all kinds, coils of wiring, etc. all dumped on the floor and ON our new cabinets! The cabinets were put in before wallpaper removal, mudding, texturing, painting, tiling, and flooring. They did not work carefully around the cabinets, and that is why so many scrapes and chips and scratches were all over them. A piece of black baseboard was broken off by the dishwasher and just left there. When we moved in, the cabinets were far from new and pristine at no fault of **********

  Personnel from **************; have graciously been back three times with a fourth appt to finish up. Seems like ********* knew what they were talking about regarding the correct timing for putting in cabinetry.

  Customer Answer

  Date: 02/01/2024

  ~One evening when I was bringing the guys protein bars, I walked in shortly after a gallon of paint was spilled all over our new flooring that was not protected. The new flooring had been protected, but they took it off before they started painting.

  
  ~Another evening, I walked into the Master Bath. ***** and one of the boys were in the toilet closet. The toilet hadnt been put in yet. They looked absolutely shocked that I was there, and acted really strange after that. 

  
  ~My dearly departed father in law, *******************, had this house built in 2003 and never, ever had a leaking toilet valve in the master bedroom toilet closet. It was tripped on by a Bewley boy and left to run all weekend.  This flooded the bedroom underneath with 2 of water bowing the ceiling and causing the paint to peel off in huge shreds. ***** tried to fix all the damages and then charged us for it!  Dusty or his sons left three big holes in the drywall prying off the baseboard and left it that way!  Sweaty, dirty body smears all over newly painted walls still visible.  

  Customer Answer

  Date: 02/01/2024

  ~All of the wall texturing looks really terrible!  Dusty sold us by saying it would be close but not exact to our existing walls.  Not even close!! Texturing was left all over oak trim and wood floor and tile. They actually flattened the master bath wall texturing for us because it looked like old world texturing when they began. Here are some pics of how the master bath texturing looked when they left the job and never looked back. I had to do all the clean up myself because that was not a priority to their finished product

  Customer Answer

  Date: 02/01/2024

  We asked Dusty to rebuild the front step masonry.  It was not done correctly. It is already falling apart, and the step now has a slope that concerns us when friends and our older relatives are over. We wont even think about using the front door when it snows and ices.

  Poor workmanship inside and out.

  Customer Answer

  Date: 02/01/2024

  These are not finished looks. Sheetrock is receding from the beam all along the ceiling on the kitchen side. Weve only lived here for 5 months. We had to ask for numbers to be removed from beams in the dining room. Strap marks arent our favorite, and there are large sizable cracks in all the beams. The fireplace mantle is pictured. ***** knew the look we were going for, but it appears he went with the cheapest beams he could find. We trusted him because we are not in the building business, and we dont know enough about beams to know what to order. We trusted him to be the expert.

  Customer Answer

  Date: 02/01/2024

  We could keep sending more examples and pictures showing why we are so unhappy with their work, but I am exhausted and tired of looking at all this crappy craftsmanship in the pictures. We havent touched on the cleaning crew, that the stair rail support beams have screws poking out, s**** holes left unfilled, attic insulation being stomped on, antenna we paid them to connect, but I had to go up in the attic and connect myself. It truly goes on and on.

  
  Friends, decorators, tradesmen, painters, and family have told us we were greatly ripped off, and they cannot believe this was the finished product. We have learned a very good ****** a little too late. And, we have to admit this was the very worst decision weve made in our entire married life. We do not want Dusty or his boys in our home as they have done enough damage already and the trust just isnt there. Beware of wolves in sheeps clothing. Our best advice would be to stay clear. 

  Customer Answer

  Date: 02/02/2024

  The reason we used Bewley Custom Homes in our complaint is because the remodel proposal and unsigned contracts clearly used the Bewley Custom Homes letterhead. If that is incorrect, you will need to address the letterhead  from your end, Mr ********************

  Customer Answer

  Date: 02/06/2024

  I would like my complaint reopened. My wife and I were sick with ***** and out internet service was down. I will email a detailed response to go along with the pictures I uploaded on February 1st and 2nd.

  Customer Answer

  Date: 05/14/2024

  TR 0514/2024 Mediator left a detailed VM for the consumer regarding mediation process. [CR] ************ continues to give us a run around, will not address the many errors made with poor workmanship, they kept changing the price and have caused us so much stress. We simply want quality work for all the money we have given to them. I will speak with my wife and gather up as much information as we can to send to you. We never signed a contract or had any formal change orders.

  05/21/2024 [C] Here are some pertinent documents and texts. Again, thank you for any reciprocity or help! We never got a bill from ANY subcontractors nor did we ever see an invoice for materials or labor. We had just paid ****** $51,000 when the electrician called wanting his money or threatened a lien. We replied that Bewely owed him as we never paid any subs directly and Bewely just received $51,000. In the end we paid the electrical contractor to keep from having a lien applied. The electrician could NOT repair anything due to the conditions Bewely left him to work with

  05/22/2024 [CR] We will not pay this company any additional money for the final invoice, we do not want them doing any additional work on our home. You can close this complaint and they will have to take us to court to collect their final invoice.

  

  Business Response

  Date: 05/21/2024

  TR 05/21/2024 Mediator sent an email to the business regarding mediation. [BR]  We reached out to the consumer on multiple occasions regarding the concerns he has mentioned. The consumer repeatedly told us they were not going to pay us final payment until they were satisfied. At this point we are not going to keep going back time and time again without being paid.  We are more than willing to review an updated punch list and discuss options and repairs for all concerns we feel is our responsibility, however the homeowner will need to pay their final invoice. We are not in business to take loses of non payment.  The homeowners have added and have made many changes to our original agreement, so I will send a detailed break down of all charges and payments and what balance will need to be paid before we can schedule a time to come back out to address any workmanship issues that we are liable for. We are very busy at this time and will need a few weeks to gather all of our documents and updated final invoice.  We would like the consumer to send us an updated punch list for our review, all agreed repairs will be final, no additional repairs will be agreed to thereafter. These lists and demands have changed every few days, until we stopped addressing them for non payment. 

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Bewley Custom Homes finished our home in December of 2021. Before completion, multiple concerns were brought up about the vapor barrier in the crawl space to include standing water and poor installation. He continually reassured us the water would evaporate and that by code, a vapor barrier was not needed. We knew little about vapor barriers, so we trusted the builders advice. At the time, we agreed to have him supply vapor barrier tape so we could attempt to patch the hundreds of holes and rips through the vapor barrier. Due to the increasing issues, we decided to hire an independent home inspection company to ensure there were no other safety concerns. They found several issues, including the vapor barrier was improperly installed and new mold growth was in the crawl space. We have since spoken to multiple experts that install vapor barriers, and all confirm that our vapor barrier is not properly installed and doing more harm than good. Multiple attempts via phone call and text message have been made with Bewley to resolve the vapor barrier issues, but his stance is that it would be expensive to replace or remove, and since the vapor barrier is not needed by code he will not fix it. We have asked him many times since December to come out to our house so we can show him our concerns, but he refuses to schedule a time. Regardless of the fact that our contract states that craftsmanship is covered under the warranty, he still refuses to resolve this one issue and there is more. Per the website https://www.bewleycustomhomes.com/services.html they state under Our Promise: Our work is good. We promise. And behind that promise, we want you to know that we back our work with a satisfaction guarantee. We wont stop working until you like what weve done. We can most certainly tell you that the work is not good, the promise has been broken and we are not satisfied. They do not deserve an A rating with BBB!

  

  Business Response

  Date: 08/13/2022

  Please read all of this response so you understand completely

  Homeowners must to do research before contacting their builder or complaining about their builder on construction that they are not educated in.

  Bewley Custom Homes Strives to provide homes above " standard", *** standard being set forth by the codes enforced by our government officials in each municipality. ****** county which is where Mr. ******** home is built adopts the *** 2018 . *** ***************************** a vented crawl space, which is what ****************** has, both gravel and plastic ( vapor barrier) in the crawl are not required when you have crawl space vents which ****************** has.

  ( Read sections R408.1 and R408.3 in the *** **************************************** ) you will see that it is not required.

  Further more ****************** did not pay for any extras or upgrades to be done to his crawl space, above code and we have already gone above and beyond at this point. If a home builder insures proper slope away from the home to promote good water shed as well as installs gutters ( gutter is also above code, but is pretty standard ) and a homeowner still has water or moisture coming into their crawl space this is beyond the builders control. 

   When a home is built the crawl space is under ground, and is not a living area nor conditioned space although many misunderstand their crawl spaces functionality and expectations of the crawl space and the builders duties, it is an environment of its own and moisture coming into the crawl space or water may be typical for your earth where your home is built during rainy seasons or even just after a heavy rain.

  Because a crawl space is negative pressure and could be the path of least resistance for water further measures may have to be taken by the homeowner or someone the homeowner hires, and this is not the responsibility of the builder. We would recommend as we have done with ******************, for a homeowner to add a sump Pump (sump pumps are not included in our contract with ****************** as it is almost never included in any of our contracts ). Another good step that a homeowner can take to help with crawl space moisture/ water is to install gutter extensions on their downspouts to carry the water further from the home  ( this will help but is not 100%). We have advised ****************** on all the information above and have made it known what he has paid for, what the contract states as well what code reads. 

  Further more homeowners need to educate theirselves on crawl space vents. Crawl space vents have been installed in our area for many years and are required by code due to our climate, soil type, average rain fall etc. ****************** has adequate crawl space vents as code requires and was inspected by ****** county planning and zonning and passed code to meet the requirements set in the 2018 ***. Crawl space vents are required for the purpose of when water/ moisture enters into the crawl space, the cross air flow will create draft to carry the moisture out of the crawl space as well as bring moisture in as well ( which is sometimes needed).

  As far as mold in the crawl space we would advise for the homeowner to get a sum pump to start (as we have stated to ******************) or multiple sump pumps if needed to carry larger volumes of water out of the crawl space, that would take standard crawl space vents longer to carry out of the crawl than desired. If a homeowner has mold growing in their crawl spaces they need to understand why and correct the issue. Mold must have food to live and grow: ideal temperature ( which our climate is the range ideal for mold growth), wood or other materials to grow on ( which all standard crawl spaces have) and high moisture content or high relative humidity which ****************** has stated he has. you have to take away what ever you can that is food for mold ( you can not take the materials away so you have to either control your temperature ( which we don't recommend) or control the moisture which is why crawl space vents are required

  sump pumps are not required either, if they were ****** county would have failed our inspections until one was present, ****************** would also have been charged for one in his contract and ****************** would have one.

  ****************** has been made aware of all the information herein and apparently has not taken any steps to correct his crawl space moisture/water on his own over the last several months, which is HIS responsibility (if he had corrected his moisture issue in his crawl space he wouldn't be complaining about our company, or if he understood a builders duties or his contract he wouldn't be complaining either) 

  It is not the Builders responsibility to educate homeowners in all things construction ( this would be expensive and very timely and is not realistic.

  Customer Answer

  Date: 08/15/2022

  Complaint: 17708716
  
  I am rejecting this response because:

  This is not a matter of whether we are required by code to have a vapor barrier, or not.  This is a complaint about the poor craftsmanship of the builder and the unwillingness to resolve issues unless code requires it.   It is true that we are not required to have a vapor barrier in the crawlspace for our home.   The issue is that plastic was laid in the crawl space by the builder and it is holding water on top of it,  not allowing water to be absorbed into the ground, or be pushed to our sump pumps.    We paid thousands of dollars to have two sump pumps, two vent fans and seven down spouts extended.  Despite those efforts,  when it rains the water pours into our crawlspace leaving several inches of standing water in our crawl space.   If the plastic was not in the crawl space,  the water would flow to the sump pumps and be pumped out as expected.   With the plastic,  we have to manually push the water and move the plastic so it allows water to flow to the sump pumps. Bewley's own ******* came out and agreed that the plastic needed to be removed, yet Bewley refused to allow this to be removed under warranty stating it would be too expensive to remove.  

  The water that gets into our crawl space is largely due to the improperly graded uncovered concrete pad on the north facing side of our home.  Bewley has acknowledge the grade of the pad was incorrectly done by his crew and we had been working with Bewley to get this resolved as well.   We asked for this to be broken up and re-poured, but Bewley has insisted on trying a cheaper repair overlay with patchcrete.  We were willing to try this to avoid costly repair expenses for Bewley, but on day 1 of the application it cracked, left an extremely rough texture and did not allow the pad to grade properly away from the home.   We promptly contact Bewley the same day to advise we were unsatisfied with that repair attempt.  Bewley let us know he would contact the supplier to see why it cracked and get back to us. He stated that it cracked due to the wind and heat on the day it was applied, and that they would try to apply again once the weather had more favorable conditions.   While we are still unsatisfied with the patchcrete, we are willing to allow the builder to try it again because he assured us that he would make sure it looked good, was properly graded and was smoother.   Since weather is clearly out of Bewley's control and he is actively working with us on that issue, we have not filed a complaint on the concrete pad.  We are hoping that Bewley will continue to work with us on that concrete pad, regardless of this complaint.

  We feel that asking Bewley to remove the plastic in the crawl space, that is preventing our other water mitigation efforts from working as intended, is a fair and reasonable request since it was installed by him and is causing issues for us.  We have spent countless hours educating ourselves on these issues, and seeking the expert advice of other contractors who handle these jobs, to ensure our requests are reasonable.  There are countless other cosmetic issues within the home that we have not even mentioned as they are simply that, cosmetic issues that are not causing any harm,  and while we would have liked them all to be addressed by Bewley, we understand that no builder is perfect and we are trying to be respectful of what we ask Bewley to repair.

  Since receiving this complaint, Bewley has texted us to express his frustrations that we filed this complaint and accused us of trying to cost him business.   He has not attempted to meet with us or have open dialogue to fix this issue.  We would love nothing more than to be able to report back that these issues were resolved, but based off the text messages received so far, it does not appear that Bewley is willing provide a satisfactory resolution for us despite his multiple promises to not stop until we like what was done.   

   

   

  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/23/2022

  The company contacted me directly, they came to my home and offered a resolution that resolves this complaint.