Complaints

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• Initial Complaint

  Date:08/16/2024

  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.

  I hired ***** ***** to do a complete kitchen remodel that included cabinets, flooring, countertop. I asked for hardwood floors and he advised me not to get hardwood because it has to be refinished every five years, he talked me into getting vinyl. After work was finished I noticed the floor was two different colors, with patterns going different directions. I had a pofessional floor installer come and look at the work ***** done and advised me the floor was defiinitely laid wrong and that hardwood did not have to be refinished every five years. I called ***** and he told me it was suppose to look that way. I told him I had groups of one color and groups of another. After telling me it was suppose to look that way though a text message I have not heard back from him. He also told me when hired that my cabinets were not laminated and they are and I had soft close doors, I do not. The stairs that he done all creak very bad and the seal between the step and the riser has all split. The paint that's at the bottom of the stairs looks like he painted over drywall mud. I never received a bill of sell or itemized list of products I purchased. The check I made out to ***** went to ***** ***** *** **** *********** because that is what he said the name was. After receiving the check ***** told me he could not cash the check that way it could only have his name on it. I was told by bank manager that was his way of not paying a business tax. I would like for ***** to remove the and pay me for the labor he charged to install. ***** will no longer commicate with name on this matter.

  Business Response

  Date: 08/26/2024

  ***** ***** was hired by ***** **** to do a kitchen remodel. He denies ever representing that hardwood has to be refinished every five years. *** ***** does not do hardwood floors and advised *** **** of the same. Therefore, it would be unreasonable for her to rely on any representation from *** ***** regarding hardwood floors in any event.

  *** **** was on a budget of about $20,000, and *** ***** worked with her to produce a project within her budget. *** **** directed *** ***** to install vinyl floors, which is what he did. The total project, which consisted of stripping her ceiling; transforming it to a smooth finish; removing walls; installing a beam; installing fourteen ceiling lights; installing new electrical switches and outlets; installing a brand new kitchen with a backsplash; tearing out the old kitchen; fixing and painting walls; installing a doorbell; installing steps; installing a landing with trim and paint; and installing new floors. The entire cost for the whole project was only $23,000. During the course of the project, *** ***** also found and rerouted a bent sewer pipe. This was not part of the original project. The project was completed correctly and in accordance with *** ****’s direction. Photos of the completed floor are attached to this response and it is clear that they were installed correctly.

  *** **** incorrectly states that the floor was “definitely laid wrong”. If needed, *** ***** will have witnesses from the hardware store where he purchased the material who will verify that these boxes have eight different shades per box. It is impossible with this brand to get shades that are all the exact same type. It should be noted this is a brand that *** **** selected and not *** *****. ***  **** was happy with the installation and did not raise any complaints until eight months later. After the floor was installed, *** **** was asked prior to moving onto the next part of the project (which was the 5” base board) whether she was satisfied with the floor. She said that she was. Had she raised a concern at that time, it could have been more easily dealt with.

  *** **** makes allegations about her cabinets. *** **** accompanied *** ***** to Lowe’s and picked out the cabinets she wanted. She selected the cabinets based on the budget she had. *** ***** did not make any false representations to her about her cabinets.

  *** **** makes allegations about the stairs creaking. She never made any complaints until eight months later. The stairs were left in good condition when *** ***** was done. There were no issues with the stairs or with the paint at the bottom of the stairs which would have been visible at the time of the completion of the project. No complaints were raised until eight months later.

  *** **** says that she has not been shown a “bill of sell or itemized list of products I purchased.” The project in question was not a “cost-plus” contract and *** ***** is under no obligation to show her his costs. It is too time-consuming to itemize a project of this size. *** ***** would have to do more paperwork than actual work on the project. *** **** accompanied *** ***** to Lowe’s on multiple occasions so she was well aware of the prices of the big-ticket items. She never raised an issue with the price, including when she handed *** ***** a check for the full amount.

  ***** ***** does business in his own name, not in the name of “***** ***** Construction” or “***** ***** *** **** ************”. He denies every representing otherwise to *** ****. *** ***** has a business license in his own name and pays his taxes on his personal income taxes, all of which is perfectly legal.

  *** **** complains about inadequate responses from *** *****. There is nothing in this Response that has not been previously conveyed to *** **** by *** *****.

  *** ***** is not going to refund money or remove and replace work for a project that was done correctly. *** ***** re-iterates that *** **** was perfectly satisfied with the work that he did and did not raise a single complaint until eight months later when a professional hard wood floor installer was trying to sell her on hardwood floors.

  Any allegation not specifically admitted to herein is expressly denied.

  Customer Answer

  Date: 09/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I had three witnesses at my home on the day *** ***** came and each listened to everything *** ***** said. Why did it take me so long to complain? Because my past experience working with other contractors has gotten me nowhere. I have been taken advantage of by so many people and while I don't believe I was taken completely advantage of by *** *****, some things were not done as he stated.  I did not notice the cabinets were laminated until one day when I was on top of one to clean and saw the seams on the corners and he most definitely told me in my home they were not laminated. I have witnesses. He may have taken me to look at the cabinets but I took what *** ***** said as the truth. I had a professional floor installer at my home and I was advised the floor was incorrectly laid, patterns going the same directions and groups of one color and groups of another color. *** ***** did for a fact tell me hardwood floors had to be refinished every five years, once in my home and once at Lowe's. The employee at Lowe's agreed with ** ****** I went back to Lowe's and spoke to the gentleman who advised me of this in front of the store manager, and he denied saying it. I told him that he was lying, and that he did say it. When the professional floor installer came to my home and I advised what *** ***** had said  about the hardwood floors he laughed and said that was absolutely not true. And the remark about the professional floor installer trying to sell me hardwood floors is not true. He only advised me what I could have had versus what I got. He was at my house to measure for carpet and I asked his professional opinion. I have had relatives ask me why there are two different colors in my floor. You can sit in my living room and see the difference.  When ******** came back to my house in April for a blown breaker I told him all my stairs were creaking he made no suggestion or comment.  If he says that is not true he is  lying. Again *** ***** told me I had soft close drawers, I do not. The warp in my dining room wall and I did forget to mention anytime I wipe under my microwave with a damp rag I was getting zapped. *** ***** told me the first time he came to my home  the name of his company was ***** ***** *** **** ************ and that is who I made the payment out to.  *** ***** called and told me his bank would not cash the check  with ***** ***** *** **** ************; it could only have his name on it.  I took the check back to my bank and had it reissued with *** *****'s name only. The manager at my bank said it was *** *****'s way of not paying business tax and if needed the information in the future she could pull it up and print it off for me.  Yes I did ask *** ***** for an itemized list of the things purchase I believe I have a right to that and his response to me was "I have been in this business for 30 years and no one has ever asked me for an itemized list and it is time consuming. With his open account at Lowe's  those records should be readily  available. *** ***** also told me I would be getting a 22% discount if I bought my items through his account. If this was so there should be two records of transactions. I got a text message from *** ***** one month after I sent him one regarding my floor, He asked me what I thought he owed me. My response was I wanted the floor removed and paid back for the price of the floor and installation charges.  He texted me back and said "OK, I did forget to bill you for the sewer fix that I found in the wall that was making your house smell like sewer. That bill is $1800." I advised I want proof and he fixed nothing because the house still smells like a sewer. *** *****'s comment said it would cost me $20,000 for the remodeling of my kitchen, what he told me was the material would be $10,000 he never mentioned the total cost.  It cost me $23000. I believe I have the right to an itemized statement with everything I bought, the labor cost and  my 22% discount. Yes I may be naive and gullible but I honestly believed and trusted him. I am not even questioning the amount I paid, while some people are blown away by the cost of everything. I just want something done with the floor as of this letter.
  
  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/02/2024

  Attn* ***** Representative of the Better Business Bureau

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

  Re: Phone conversation 10/01/2024 and requested response to case ID#********

  Per our conversation yesterday I am providing the requested response you asked me to submit in order to provide closure in this case.

  I started my home remodeling business over thirty years ago.  During that time, I have never had a customer complaint, and I believe the records of the Better Business Bureau will show/verify such.  My business integrity, quality of work and pride in workmanship have never been in question.  My business is held in high regard with the customers I have served both past and present as well as in the community I work and live.  I have never compromised the quality of my work or level of customer service for the sake of a higher profit margin and I never will.  In regard to this particular customer and her subsequent claim I must say I am both shocked and somewhat confused by her actions.  To begin with the customer had reported nothing but satisfaction regarding the project and the quality of the work from start to finish.  I also spoke with this customer on several occasions in the months following the completion of the project and each time she continued to express how pleased she was with all of the work including the floor.  A full eight months passed before she first reported that she was dissatisfied with the floor and that was only after another contractor, bidding on another flooring project, that had nothing to do with my work, had been in her home. This particular customer also appears to have a pattern of complaining about every contractor she hires as she has readily reported herself.  This claim and the challenge to my business integrity, good character and impeccable reputation has caused me great stress and anxiety and I hope this final response, at your request per our phone conversation yesterday, provides final closure on the matter.  Please also rerefer to the letter/response provided by my attorney earlier should you need to.

  Respectfully,

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