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:09/19/2024

  Type:Sales and Advertising 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.

  On 9/2/24 we had ********************************* fix a window that was leaking water during heavy rain. The technician seemed knowledgeable and took a look at the window and showed us where a previous fix that had been working for 10+ years was compromised. He decided to fix the window a different way which I agreed to since he said it would be a better method. I was charged a total of $750+tax. To install a window flashing that costs $20 at *****. Below is what I was charged. Material Charges - $56 Material acquisition - $144 Residential Dispatch Fee -$80 ************* Usage $42 Window caulking remove and replace - $216 Aluminum wrap repair - $216 Despite having been charged so much to fix the window with inexpensive piece of plastic flashing the window continued to leak and repair had not worked. We were devastated to see a puddle of water on our new hardwood floors that were installed a few weeks ago. I contacted the company and after a lot of back-and-forth, they reluctantly sent out the technician on 9/13 to fix the window again. During another recent rain fall we found water leaking so we contacted the company again. Today 9/19/24 technician came back out and installed a metal/plastic strip over the window and caulked it like a 5 year-old had done it, I wish I could share some pictures. No chance it will hold back water at all. There are some big gaps in the caulking and the flashing that was installed look like it was used and came from a previous job. I have contacted the owner for a refund. Im really hoping the company does the right thing and either fixes the issue correctly or a gives us a refund. We are a single income family and had to borrow $800 to pay for a repair that never worked.

  

  Business Response

  Date: 09/23/2024

  To whom it may concern,

  ***** contacted Mr ********************** on Thursday, 8/22/24 looking to get a water leak from the exterior around a window in to the interior.  We share with all of our customers seeking to get a water leak repaired, that we cannot warranty water leaks as we are not always able to find the source. ***** understood and confirmed and subsequently scheduled the repairs for Monday, 9/2/24. Our service professional made some repairs after doing his best to determine the source of the water leak, and also explained to the customer that we cannot warranty this type of work, and additional work may be necessary after a good rain.  ***** contacted us again on Wednesday, 9/11/24 complaining that the leak has not been fixed.  As a courtesy, we sent out the same service professional on Friday, 9/11/24 and on Thursday, 9/19/24 at no charge to try to rectify the leak. 

  On Wednesday, 9/18/24 the owner of Mr ********************** contacted the customer and was actively working with ***** to resolve his concerns, and after business hours at approximately 6:30pm on 9/19/24, ***** texted Mr ********************** with his concerns from our service professional's visit that day.  Before we had a chance to respond during our normal business hours the following morning, ***** filed this BBB complaint.

  The owner visited with the customer on Friday, 9/20/24, and we are actively working with ***** to do our best to resolve his concerns. We have a different service professional scheduled on Wednesday, 10/2/24 to try some other fixes hopefully resolving the water leak.

• Initial Complaint

  Date:12/20/2023

  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.

  Due to the character limit, this is a VERY brief recount. We had our door replaced by Mr. ********************** and there was an issue. The technician said we could avoid the return fee by agreeing to have Mr. ********************** do other projects. We agreed to have them install two windows ($600/window) with the promise that they would also fix the door when they returned. They said they would send ****, a more experienced technician, and he would fix any issues we had. However, **** started on the windows instead of the door. Then we start running into problems with the work done on the windows. I pointed out everything I was unhappy with and was always met with an excuse of why it couldn't be done the way we wanted it. He bounced around from window to window and then back to the door. When he was finished with the first window, we asked him not to proceed with the second because now not only was the door still unfinished but we have a window that we're unhappy with. That was after five visits. **** said he would call the owner and we could come up with a solution. During the week prior to the owners visit I had another company come out and do an assessment. Not only did they agree that the work was faulty and needed to be redone, they also stated that we needed permits. I called the Lancaster Building and ************** just to confirm. At no point did Mr. ********************** mention that permits were needed. We then met with the owner of Mr. **********************, who stated he could not afford to even give a partial refund despite the work left unfinished. We thought he would at least refund the second window that was never fully installed. Regardless, we are going to pay the new company to remove the windows/door and redo the work in addition to obtaining permits. Mr. **********************'s owner insisted that we allow a third tech to come out but how many techs and visits to our house are we supposed to allow before saying enough? What should have taken a day has taken over a month.

  

  Business Response

  Date: 12/26/2023

  To whom it may concern, the customer and Mr ********************** have come to an agreeable solution. ***********************, Mr ********************** Owner 

  Customer Answer

  Date: 12/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that the agreed upon resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:08/17/2023

  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 75 year old mother, *********************, contacted this company for updates to a small bathroom, 60 square feet. Quote was $15,000 and 4-5 days of work to complete these updates. They would provide a shower surround, bead board, and labor. She still had to purchase vanity, faucet, flooring, underlayment, light fixtures, and mirror. They were to install bead board, paint that and the walls, paint two doors, and install the other items. They started June 22, worked all week. The workers demanded payment each day. They did not finish the job, and the company said they couldn't finish the job because they were scheduled for other projects. So Mother waited. The company sent various other people on odd days to work on it. They could never tell her when they would commit to finishing the job. Seven weeks later, she has paid over $18,000 for the work, and the job is still not complete. Part of the problem is they had to send workers back to correct the work done by the other workers, yet she still had to pay for those corrections. Still not completed is the painting of the doors, installing shower doors, and repainting areas that are painted incorrectly (door trim was supposed to be white, but for some reason they painted it the same as the bead board -- navy. When is door trim ever navy?). Furthermore, they removed a shelf from the linen closet and cut it up to use for something, who knows what, and didn't replace it. The two doors are still off the hinges. She asked them to finish the work with her not paying more. They won't finish without additional payment, saying the job is more than they anticipated. My mother has spoken to ***** in the office and the boss *** repeatedly with no results. We finally just told the company not to come back. Their estimate was wrong, their workers did the work wrong and my mother still had to pay for it. They have taken advantage of her and should at least refund all the money over the original quote of $15000.

  

  Business Response

  Date: 08/22/2023

  ********************* approved her estimate totaling $15,909, made a partial payment on Wednesday, 6/21 for the purchase of her job materials, and her actual project work started on Tuesday, 7/11/23.  Work was scheduled and completed on 7/11 7/14, 7/28, 8/4, 8/14, and 8/16.  ***** informed us on Friday, 8/11 that she was not happy with some of the work completed. Mr ********************** and the customer agreed to having a technician back out the following Monday for a full day,  8/14 to correct the issues at no charge, Mr ********************** absorbing over $1300 in billable costs.  The customer knew at the time of this agreement, that 2 technicians were scheduled for the following Wednesday, 8/16 to finish up and even confirmed her appointments through our automated job confirmation system. Two technicians were sent out on Wednesday, 8/16/23, and at the end of the day, the customer refused to pay for the work completed, leaving Mr ********************** with $2400 worth of unpaid invoices.

   

  Here is the language that our customers agree to once approving their estimates:

• Initial Complaint

  Date:05/17/2023

  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.

  We hired Mr.********************** to fix a water stain on our ceiling. The tech, *******, came and said it would be fine to prime and paint over it. He completed that on 3/23/23 and charged ** $441, which seemed high for just a small square of paint! Once dried, we noticed the paint didn't match the rest of the ceiling paint, so we contacted Mr. ********************** to let them know the job needed to be fixed. ******* came back out and tried to paint over it again. This was on 3/28/23 and charged ** another $250 (plus tax)! Again, paint did not match and the water stain came back through, as well as some strange bubbling. Mr. ********************** had a different tech, ******, come out to take a look. He took a photo and sent it to his boss, ***. *** said it must be new water damage and the water leak wasn't fixed. I had to take over the phone call to let him know this is not new water damage, it is faulty work by them. He yelled at me, calling ME a scammer, but after going back and forth, he told ****** to cut a small squre out of the ceiling to see if it was wet. ****** did and completely dry, so *** agreed to let ****** cut a larger square and do a full drywall repair on it. ****** tried his best, and was very pleasant, but unfort made a larger mess. Not to mention our entire home was coverd in dust from the ************ were not warned this would happen. HUGE cleanup.It got worse everytime they sent someone to "fix" it. ******* had to come back out and re-do the drywall and paint. Again, the paint did not match. They refused to do anything more, even though they had not helped ** in any way, just made it worse. We finally agreed to pay for the whole ceiling to be painted, they sent a new tech out, and he completed that 5/11/23 and we were quoted *** $515 but when he was done, they asked for over $900! I had to call and complain, explaining the estimate was way off. They said they did not include materials! Got it down to $666, paid that. Dried now & looks awful still. We request full refund.

  

  Business Response

  Date: 05/19/2023

  We were contacted by ******************************* on 3/13/23 to repair his ceiling drywall after he had a window leak from a replacement window he had installed. The customer shared that the leak had been repaired and was no longer leaking to the ceiling below. His 1st appointment was scheduled for 3/23/23 when we sealed & painted the stain, see before picture attached (Colin-1). This job was budgeted for $650 - $750 plus the cost of materials including up to 2-3 visits, the actual invoice for this visit was $464. We made our happy call after the job was completed and ***** said he was happy. We went back on 3/28/23 and applied a 2nd coat of sealer and paint, see after picture attached (Colin-2). We invoiced the customer for $266 for this visit, both visits totaling $730, well within the original budget provided.  We made our happy call and ***** said looks great and will call ** back if needed.

   

  We received a call back from ***** on 3/29/23 and he said he was not happy with the result of his ceiling repair. We went back out on 4/3/23 and discovered the ceiling as shown in attached picture (Colin-3), where it was clear that there was still an active leak as evidenced by the water bubbling near or on the previously repaired area. After we had a discussion with the customer stating that those active water bubbles are evidence of an active leak while the customer continued to state that the leak was fixed, as a customer courtesy we decided to go ahead and cut out the affected area and replace the drywall at no charge.

   

  We scheduled 4 subsequent visits totaling approximately 12 hours to remedy the issue and to please the customer and did not charge for those 12 hours. See attached picture (Colin-4) for the result after cutting out said area, replacing the drywall, and priming and painting in the best way possible to match the existing ceiling paint.

   

  We were then contacted by the customer again and asked for a price to come and paint the entire ceiling to get a better paint blending through the entire ceiling.  We offered our technician assistant billing rate to please the customer. To paint the entire ceiling, it took around 8 hours and with the paint and other materials came to around $950.After negotiations with the customer, we agreed on a cost of *********** attached pictures for the result (Colin-5 through *********

   

  We believe we went over and above to please this customer after it was obvious that there was an active leak during the process of our repairs after being told that it had been fixed. We went ahead and worked for 12 hours at no charge to please the customer. He then called ** again knowing his alleged dissatisfaction with our work to paint his entire ceiling. 

   

  Never at anytime did we yell at the customer or say he was scammer.  It is our belief that he is trying to recoup any monies from his insurance claim to keep for himself.

   

   

  Thank you!!

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

   

  Customer Answer

  Date: 05/22/2023

   
  I am rejecting this response because:
  
  We have given Mr. ********************** plenty of money to fix a small/medium water stain in the ceiling. After many visits, 8 to be exact, and 3 techs, they still can't get it done right. It's actually worse. The refund is needed so that we can hire a company who can do the job right. We'll even accept a gift card to a company of our choice that can paint the ceiling professionally. We just want the ceiling to look nice again. To be clear, this was not an insurance claim. We paid out of our pocket. The water damage is covered by the window installation company, but we don't want to drag them through any more dealings with Mr. **********************. They're out of the picture. We just want our ceiling to look evenly painted. It doesn't seem like too much to ask, but they haven't been able to get it done. I have attached screenshots of my text messages with Mr. ********************** expressing my sanctification regarding their work. I have also attached photos of the ceiling taking via cell phone today, showing the uneven painting.   
  
  

  

  Business Response

  Date: 05/22/2023

  To whom it may concern,  to put this matter to rest and in good faith, we can offer a refund of $500.   

  Customer Answer

  Date: 05/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

  Please refund the card used for payment or mail a check to our address on file. You can email me at ********************** with whatever option is decided.

  Thank you. 

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