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:06/28/2024

  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 them after a tree hit my house. 4 months later they finally started the repairs. It was apparent they were doing minimal work, skipping as many items as possible. Many items were skipped or wrong. They were here for about 2 weeks and stated they were finishing by the next week. They screwed up the ceiling and apparently quit, as they didn't return. They would not respond to issues.A month later, they sent a notice for final payment and project completion certification, despite many items wrong or skipped. I refused and they started to blame and insult me. Their stories changed repeatedly and they have plenty of excuses. They didn't want to communicate via text, instead saying call ****. It is clear this is to avoid accountability. After agreeing to contract, **** tried to scam me out of an extra 6k for the work that was already agreed to. **** stated they weren't replacing the ceiling, even though I told him it was in the contract. **** stated it would be 6k to replace the ceiling or 10k to do an upgraded ceiling. After I showed him that it was in the contract, he said no, that was just for a partial fix and it would just be a 2k credit towards the full replacement. I argued more and pointed out the full replacement, which he finally conceded. That was just a "minor oversight" on his part after showing him the 3rd time. This is documented in voicemails and texts.After several complaints about completing the work then they started making up lies. -They suggested I was lying about the ceiling and said they replaced the ceiling twice out of goodwill. They didn't. It's still unfinished, the wrong color, without the clearcoat in the contract.-The work order states 6' gutters were to be installed. They put 5' instead.-No electrical.-trim and great room was skipped.-quality issues.They have made up many false claims and just blame me. No professional or respect. I want a partial refund for incorrect/incomplete items.

  Business Response

  Date: 07/31/2024

  I'd first like to say that ************************* is a miserable person to work with, and I don't say that lightly. He was condescending, rude, short and overall unpleasant to ALL of the Odyssey employees that met him. He made sure to let everyone know that he was "an engineer", which he assumes makes him better than everyone else. As the owner, I will tolerate this to a point, but once you start treating my employees like trash, I will say something. He didn't care for that, but it had to be done.

  The reason it took 4 months to get started is that this was an insurance claim, and the insurance company was fighting us on the trades and line items that needed to be done to restore the home to pre-loss condition. We're not talking about a small amount here. The initial claim settlement offered by the insurance carrier was $24,167.93, but after we documented and corrected their estimate, and after many many hours of calling and negotiating, we settled with the carrier for $36,007.86. Insurance carriers are not in the business of giving away money, meaning that they agreed that their original estimate was wrong, and that ours was right. *** was in the loop throughout the entire process, and knows EXACTLY why it took 4 months to start. Had we started before, and went with the original estimate, he would have been far more upset. 

  No items were wrong, but the crown molding was not ***laced when it was supposed to be. I told *** that we would be happy to ***lace it and correct it once he told us what he wanted to do about the beadboard ceiling. The beadboard was ***laced and installed correctly, but our painter applied the stain to match the original color, but *** wanted to change the shade. Once we found this out, the sales *** called *** and offered him a discount, but also offered to ***lace it in full. *** said "I'll get back to you with my decision". He never called us back, and we called and sent text messages to him on over 10 occasions to get this sorted out. It's as if he wanted there to be problems. 

  The insults that *** is referring to are a lie, that never happened. Notice that he didn't give any examples of the claimed insults. The only person who was rude or insulting was ***. For example, while I (the owner) was at his house I complimented him on his rough cut timber mantle and asked, "what is it made of?". *** looks at me and says "isn't it obvious?" Completely uncalled for. He did this to the sales ***, and the project manager as well. 

  WE NEVER TRIED TO SCAM HIM OUT OF MONEY!!! *** requested a price to upgrade his beadboard ceiling to a v-notch tongue and groove ceiling, which is a major change. We gave him a price of $6,000+ to make this change, and he said no. Never did we try to scam him, we tried to help him out because we priced this 10% lower than we normally would have. I can't say if the sales ***, ****, told him the ceiling was only approved for a "partial ***air". However, **** doesn't manage the projects, and the production team knew that it was approved for full ***lacement. That doesn't change the fact that the price given was the upgrade cost, and that it was correct. He just didn't want to pay for it. We never claimed that we did the ceiling twice, but rather offered to do it again or to give him a credit for the mistake. 

  The insurance carrier paid for like/kind/quality, which is 5" gutters, and that's what was Installed on the home. 

  After all of these issues, and after *** was so very rude to all who met him, I let him know that we would not be doing any further work for him, which is why the great room was not done. It was not "skipped". We did refund *** $2,203.12 for the work we did not do for him. 

   

   

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21916295
  
  I am rejecting this response because:  More lies and they are still taking credit for mistakes.  You don't get paid for painting the wrong color.  They will make up any story to cover up their mistakes.  

  1. The painter did not match the prior color.  They are very different and not all browns are the same.  Regardless, the order stated it was supposed to be a different color with a clear coat.  If you s**** it up, then fix it without hassles.  Yet, they still are claiming they deserve full credit for doing it wrong.  The agreement is with me.  It is not with the insurance company.

  2. They refused to communicate with me unless I accepted their s**** ups.  The actual text messages and phone logs do not agree with any of their statements.  My text states "**** can text me."  **** texted "Okay."  There are ZERO texts from **** or Jhavy to address the problems.  I stated to only communicate via text and did not make those statements.  Where are these theoretical text messages?  

  3. Their own emails and texts do not agree.  "We never claimed that we did the ceiling twice."  

  "On Thu, Jun 27, 2024 at 8:56 AM, *************************
  <*****************************************> wrote:
  ***, we have exchanged several text messages since ***** email. I have screenshot them in case that is needed. We have even replaced the rear porch ceiling twice because of a color issue at our expense. Not many contractors would do this. You are making a bold claim that we have refused to perform the work or have quit; this 100% did not occur. "

  They demanded I sign this, taking credit for all the work that was skipped and wrong.

  "Job Completion Certificate
  I (we), the property owners, hereby certify that all work, equipment and materials, covered by the contract dated _01/10/24__, for the amount of $_37386.15____,between myself/ourselves and Odyssey Contracting has been satisfactorily completed on _06/20/2024_____, and said work, equipment and materials has been inspected by me(us)."

  "Our project manager said it was complete."

  4. Sales **** ****, shouldn't be discussing projects if he doesn't know what's in the project.  Again, I have his text and phone message stating his "minor oversight".  Those don't lie.  So yes, if you try to con people, then they get upset.  

  5. The agreement with me states 6" gutters.  It states the ceiling is a specific color, with clear-coat.  The contract is NOT with the insurance company.

  6. ****'s email on the refund:  "the following line items that weren't completed by Odyssey. These include: Line # 's 59, 60, 63, 71, *****. This totals $3,146.70. We were not paid the $943.58 depreciation, so the check going out today will be for $2,203.12." 

  This still takes credit for doing the gutters wrong and the ceiling wrong. 

  In reality, these items should be refunded, since they were not completed, as specified:  29, 43, *****, 73, ***** ($6,143.14).    Further, to repair the faulty work, items 1, 51, 52, 57 ($1,055.69) would also have to be included again.

  Subtracting the prior refund, I am still owed an additional $4,052.13.  

  Again, why would they be paid for painting something the wrong color?  Everything I have said is accompanied by actual records.  **** just continues to make up lies and excuses.  

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

  Business Response

  Date: 07/31/2024

  I will agree that ****** was wrong, we never did the ceiling twice. The color was matched to the existing and is correct per *******************************. The only way we could have given an exact match would have been for *** to have given us the paint code, which he did not. That said, he did give us the color he wanted and that color was not used, which is why we tried to resolve this with ***. The gutters were installed exactly as they were before the job was started, 5" seamless white gutters. *** wanted a free upgrade to 6" gutters on one side of the home, but that is not what the insurance scope paid for. Had *** been more reasonable, or reasonable at all, to work with, I would have gladly replaced that 5" gutter with a 6" gutter. 

  Note that *** doesn't address his rude, dismissive and condescending attitude in his response. That's because he knows that his attitude is the SOLE reason that things went awry. 

  The quality of the work done, aside from the beadboard ceiling, is top notch. Never conned him, nor any other client. That is not how we do business. 

  To future clients, communications is key to a quality project. If there are ever any issues, you can speak directly with the owner to get them resolved. Being accusatory, condescending and rude is not tolerated as we do not treat our clients this way. People should never be spoken to or treated in the way that *** treats them.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21916295
  
  I am rejecting this response because: They say one thing, then do another. Odyssey hasn't rectified their problems.

  Blame the customer and make up your own narrative.  Note that **** continually doesn't address most of the actual factual communication.  As is the case here, he just wants to blame you for his problems.  If you don't accept their s**** **** then they will start attacking you and making up accusations.  That is the actual practice.

  Any attitude issues were entirely because I refused to accept their screwups and **** trying to con for 6k extra.  Again, **** ignores the actual text messages and phone message of **** on this.  Apparently it is okay for **** to argue over additional money and what the project scope is AFTER THE AGREEMENT.  After the agreement, **** quoted me 6k to do the ceiling replacement (even though it's in the original agreement) or to do ceiling upgrade for 10k.  There are records of this, so it is silly for **** to continually make up a new narrative.  **** was not a party to these messages and **** is trying to cover it up.

  Also note that Odyssey intentionally skipped the crown trim.  They left the existing up, during demolition and painting.  No one would leave the existing up, only to have to redo it after they were supposed to be done.  That would mean new demolition and repainting, afterwards.  They think I'm the problem because I called them out for cutting corners.

  The owner was repeatedly told about the problems, but has still did nothing but make up excuses and blame the customer.

  Cutting corners, trying to get double payment, taking full payment even if things are wrong, and then blaming the customer for **********************'s s**** ups.  No professionalism or quality control and that is the SOLE reason things went awry.

  The gutters and ceiling paint change were included in our original, full, agreement, as incentives to get my business.  You can't deem them as extra items, after the fact.  Again, this shows the actual business practices.

  Odyssey is still claiming full credit for the wrong paintjob and ceiling, among other items they didn't do.  They only refunded a few items.  I am entitled to the additional refund for ALL of the items not completed correctly.  Odyssey screwed up, but hasn't rectified anything.

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

• Initial Complaint

  Date:01/08/2024

  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.

  Odyssey contracting replaced my roof in 2021. Almost five months ago I told them that there seemed to be a leak and it was visible on the ceiling. They told me that they were going to send someone to assess the problem and fix it. They never did. I contacted them several times and they always told me that they were busy, and they were going to resolve the problem. So far, I haven't seen a sincere attempt by Odyssey Contracting to resolve the issue.

  Business Response

  Date: 01/16/2024

  Good morning,

   

  We went out to assess Mr. ****** roof last Tuesday, and we found no active leak, and it was raining pretty heavily that day. There was no moisture anywhere and this means that this was a 1 time occurrence, meaning that it must have been wind driven rain, which we do not warranty. Also from the first time he sent in photos we have had 2 big storms and I had him send me updated pictures after those storms and the stain was the same size. We also waited for it to rain again, after another severe storm, the stain continues to be the same size. There was nothing wet where the stain is at and or anywhere near this area. At this time this is solved per Odyssey Contracting.

   

  Thank you,

  Odyssey Contracting

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

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21106962
  
  I am rejecting this response because:

  The technician who came to assess the problem told a different story. First, he said that there was a humidity and ventilation issue in the attic which was causing the stain. Then he changed his mind and told me that he was going to the roof to check the problem although it was raining. After he came down, he told me that there were places that needed to be resealed, so he applied some sealant to those places on the roof (while it is raining!!!). When I asked him why the sealant was not applied when the roof was replaced, he told me that there are places on the roof where they don't apply sealants when replacing the roof. I don't know what he meant by that. 

  Odyssey contracting has been to my house several times to correct issues related to the work they did for me. At this point I want them to come when the weather is good and fix the possible points of leak on the roof. Afterwards, I want them to repaint the stain on the ceiling. And finally, I want them to guarantee the work they will do for at least a year. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/26/2024

  Good morning,

   

  We have gone out to determine if there is faulty workmanship, and we have determined that there is not an issue with the installation.  We purposely went out when it was raining to see if we could see exactly where water was coming in from.  We have also performed water tests, and all testing has determined that the leaks are not happening due to workmanship issues.  Mr. ****** roof is likely leaking during very heavy storms due to wind driven rain.   When winds or gusts meet or exceed 50 MPH during a storm, this is considered wind driven rain, which is not covered under ours or any roofing warranty.  We have gone out to assess Mr. ****** concerns multiple times under his warranty and we have determined that there are no workmanship issues, and we are confident in our assessments.

   

  Thank you,

  Odyssey Contracting

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21106962
  
  I am rejecting this response because:

  - I have been living in this house for almost eighteen years. I did not have a ceiling leak in the attic until Odyssey Contracting replaced ******* less than three years ago.
  - Their technician who climbed up ******* told me that there were places that needed to be sealed which is an indication of workmanship issues.
  
  I don't think Odyssey Contracting is sincere about resolving the problem:
  
  - It took Odyssey Contracting more than four months to come to my house to assess this roof leak problem. And only after I filed a complaint with the Better Business Bureau.
  - There was a problem with the garage ceiling paint which took Odyssey Contracting about a year to fix. First, they promised to fix the problem, kept delaying working on it, and then changed their minds and decided not to fix it. The problem was resolved only after I filed a complaint with the Better Business Bureau.
  
  I want a sincere effort by Odyssey Contracting to fix this problem. Check the roof thoroughly for any possible points of leak and fix them, paint the stain on the attic ceiling, and warranty the work they do.
  

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

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service 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.

  Odyssey did some work for my neighbor and after speaking with them, they said they would definitely use Odyssey again. So, I decided to contact them for a screened in porch. **** ******* and ***** ***** were the two reps that came out. I explained exactly what I wanted and where. Nothing extra, just the screened in porch. They kept pushing for a pergola, but I repeated the porch…an area for my autistic son to hang out and swing. I asked what was the cheapest option, I was told the pre-fab…as cost of wood is high and I’ll end up spending 2x the money. I agreed. They went to their vehicles to do the numbers and came back with a $25K quote, but if I booked then and there, I can get it lowered to $19K to include my 5% military discount. I agreed, gave credit card for deposit. That evening, I noticed I didn’t receive my contract, just the credit card receipt. I contacted **** the next day inquiring about the contract. Once the screen shot of the contract came from ****, I inquired about getting copies of the cancellation policy that the contract stated I should have received. As of today, Aug 21st, I still haven’t received it. After speaking with my neighbor again and telling them what I was quoted for porch, they responded with “wow, that’s WAY WAY less than what we paid, and we got glass enclosure “. I knew then that **** * ***** had purposely scammed me. That’s when I emailed **** to cancel, AND called the company, speaking and explaining to ******* (sp) in regards to canceling my contract. **** reached out via phone message but sill no email from company or copy of cancellation form. Absolutely horrible sportsmanship! Is this how Odyssey operates?

  Business Response

  Date: 08/31/2023

  Good afternoon,

  I want to first apologize for the delay in response, I have been out for almost 2 weeks due to something unexpected.  I have touched base with the team and confirmed that the contract has been cancelled and a refund check has been issued.  Please find attached a verification of the email sent to Ms. *******.  Please feel free to reach out if we need to provide anything further.

   

  Thank you,

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

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

   

  Business Response

  Date: 09/06/2023

  Good afternoon,

   

  Each project we do is a custom project and prices can vary based on many different things such as material, timing, preexisting conditions, etc.  No 2 projects are the same and they are going to have different numbers based off the details of the specific project.  The desired outcome was a refund, which has been issued, so I would say this has been resolved.

   

  Thank you,

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