Complaints

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• Initial Complaint

  Date:07/13/2023

  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.

  My husband was paralyzed and we hired Extra Mile Inspections LLC back in October 2022 to make our home wheelchair accessible. The bid was for an addition to include bedroom, bathroom and medical storage along with a deck and new entry for my husband to enter. We previously had a 60ft ramp that my husbands friends had built him to enter the home - we expressed to Extra Mile that a 60ft ramp was not feasible to do everyday due to wear and tear on his shoulders. The folks at extra mile sold us on building a huge deck (35’ x 19’) this would allow them to come out to the highest point in the yard and get my husband up on the deck in just a 20 to 30 ft ramp. This idea is why we hired them. I didn’t fully understand it, but they said it would work. 12/7/22 we paid Extra Mile for our deck package, concrete and labor totally close to $30k. They wanted to start on the deck so my husband did not have to go up the 60’ ramp in winter. They immediately disassembled the perfectly fine ramp and made a makeshift ramp that he was unable to use on his own. Winter & Spring came and went and Summer arrived. We split ways with Extra Mile in June 2023 (our original agreed upon completion date for the whole project was April 2023). The ramp still remains unfinished and the work that was done has to be redone because it’s so terrible. Their idea didn’t work and he wound up with a 60ft ramp that he will now have to use as his only entry into the house. These guys left us hanging and took advantage of us in every way. We paid them $120k total and have now spent thousands repairing the terrible work they’ve done. Their plumbing has all had to be redone as it was leaking inside the Sheetrock of our brand new addition. They’ve never admitted any fault, instead they are full of excuses and turn the blame around on us. When we hired they said it would be 4months. At 8 months they packed their tools and we hired other people to finish. The owner is extremely dishonest.

  

  Business Response

  Date: 07/13/2023

  The job this previous client is referring to had county inspectors and a structural engineer that approved everything we have done, we have the documentation of this. The "deck package", which was labeled as "Deck Package 1", was exactly that, "deck package 1". The following "deck package" invoices were not sent at the time they opted to cut ties with us. The deck was built to be ADA compliant standards according to the county inspectors. The deck was not completed as we were fired two weeks before completion.

  Their deficient septic/lagoon set back the project start time for months (all we have documentation of). Multiple changes to the job including a room addition that went from approx. 750 sq ft to almost 1200 sq ft, without us changing the price or time frame end of June, (which was moved from April). The weather was also a cause for delays at times. Weekly updates were given via email and text msg to verify, we have copies of all. We also have copies of invoices paid and unpaid. The client refused to pay unpaid invoices, so we could no longer fund the project. They fired us two weeks prior to anticipated job completion with monies owed. This was a solid number bid and not a time and material job.