Complaints

This profile includes complaints for Fitch Construction, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fitch Construction, Inc.

  7278 Pittsford Palmyra Rd Fairport, NY 14450-9534

• 

  Fitch Construction, Inc.

  5661 Transit Rd East Amherst, NY 14051-2616

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:09/10/2024

  Type:Product 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.

  We signed two contracts with Fitch Construction in Jan 2024. One to create a laundry room on our 2nd floor ($23k) and one for a gas fireplace installation in our living room. We were told that the fireplace proj would start after the laundry room. There were significant delays with the laundry room and it was not completed until June. They started in March. In April, I expressed concern over the delays in the laundry room also impacting Fitch starting the fireplace project ($16k contract/$5k deposit paid). I received no response even after several emails to Fitch / specifically Matt B. Sales manager who we signed contract with in Jan. He never called or responded to any of my emails to let me know any issues he was having, any response to us on when they were going to start or address my concern on them getting the fireplace done by end of June. I finally gave up hope and had no faith they would follow through on this installation and therefore asked to cancel the contract and get our deposit of $5000 back. Fitch never tried to call us to work through this .. they sent us a cancellation agreement and returned part of our deposit. They kept $953. We would like that amount return to us also. It was not our fault for cancelling .. we asked over and over for any feedback on this project and no one spoke to us. We should not have to pay anything for work that was not complete and what this $ was kept for was for their project work on their time spent looking into material for this project…. I also sent a letter to Fitchs president explaining this situation and received no response. Their lack of communication and lack of anyone telling us they would keep $ from our deposit .. led us to not want to continue to do business with them. They failed us as a contractor .. no communication, no insight on delays etc and no calls or emails on issues they were having. We felt we had no choice but to cancel this large contract we had with them.

  Business Response

  Date: 10/03/2024

  Regarding the complaint: **********-******** entered into the 1st of two (2) contracts on Jan 12th, 24' to remodel their 2nd floor Laundry Room. The work was started and completed. ********** changed the scope of work by adding ceramic tile over luxury vinyl tile, changed door style to pocket door and removed some of the work during the remodeling work.  ********** signed Fitch Completion Completion form on June 20, 24' and did not pay the final completion due of $2,130.Around the end of the Laundry Room project ********** wanted to cancel the 2nd project: Fireplace & Family Room Built ins. Our staff worked hard to find a direct vent gas fireplace to fit the ********** budget (4 different local stores and online).  Now, as a 35-year-old remodeling company - we must fulfill the "front-end work" of organizing, planning, ordering products, reserving installers, etc. This happens within days after the contract is consummated by both parties.  This 2nd contract was signed on Jan 26, 2024.  (For both contracts ********** did not want work performed while away in Florida, not a delay caused by Fitch).  A deposit of $5,000. was given.  ********** signed a Contract Cancellation on July 15, 2024. ********** took the "unagreed position" to apply the 1st contract's final amount owed towards the deposit of the 2nd contract and then wanted $2,830. back.  However, as stated, our Production Team and Sales-Designer invested time and meetings and ordering time to get the Fireplace project organized and ready for ********** as we were contracted to do.The Cancellation of the Agreement came over 120 days after Jan 26, 2024.  Our Contract Agreement states: "If Owner decides to terminate or cancel this Home Improvement Contract ... Contractor is entitled and due the gross margins of the project which includes: 30% administrative costs plus..." or $4,914.Though we did not have to do this we did issue a refund, less Production management's time of $935. The check has been cashed.  This terminates the 2nd Contract and ********** has her funds returned less our time.  However, we are due the balance of $3,979.  

• Initial Complaint

  Date:08/07/2023

  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.

  I have a continuing problem with moisture in my sunroom transom windows. I have already replaced 4 of 5 windows at my cost. Is there a problem with the product ? I don’t know. I now have the same problem with 1 of the windows that I had replaced. I have called the office and sent emails with NO success at setting up an appointment to look at the problem. When I call no one is available and message goes to voice mail with no return call ever coming. My emails go unanswered. I can’t even get them to address the problem much less fix it.

  Customer Answer

  Date: 09/27/2023

  Response taken by phone:  The business did contact me finally, after more than a month,  but by the time they did, I called another company to fix the issue.

• Initial Complaint

  Date:08/02/2023

  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.

  In October 2020, we had Fitch Construction repair a leaking roof and interior damage on a four-season room that Fitch Construction had previously built. Fitch completed the work in summer 2021. The repairs cost approximately $6,000 and Fitch Construction was paid in full. However, the roof repair was not done properly, did not work, and the roof continues to leak. We have tried to get Fitch Construction to correct the problem for 2 years. Fitch construction has been largely unresponsive to repairing the defective roof.
  In early 2022, the interior area was damaged for the second time due to the defective roof repair. The company did make interior repairs. However, the company simply caulked over the roofing valleys and edges of the roof repair. This is not proper; and the initial roof problem has never been properly addressed.
  In early 2023, Fitch Construction was notified that interior water damage had occurred again. A Fitch representative confirmed the reoccurring water damage and removed some cabinets from a wet wall. Since that time, nothing has been done to advance the project. The wall cabinets are on the floor, a wall is covered with plastic, the roof continues to leak, and the four-season room has been sealed off for the entire summer. The company has been largely unresponsive to our many phone calls, text messages and emails seeking a resolution. Even an in-person visit to Fitch offices resulted in being told the owner was on vacation and the case manager had inexplicably “left for the day.”
  We have had two independent roofing companies look at the problem. Both said the roof had been improperly repaired. In an unusual moment of progress in June, Fitch Construction sent a roofing subcontractor to diagnose the problem, who also pointed to the 2021 repair as the source of the problem.
  Fitch Construction simply needs to send the roofing subcontractor from June to properly repair the roof and its crew back to finish the interior.

  Business Response

  Date: 08/25/2023

  We do see that there is an issue with the ******* Roof repair. We are in the process of having the roof repaired by our installer (roofing professional).  The repair will be complete by the end of August based on dry weather (August has been a wet month).

   

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Response taken by phone:  The roof issue appears to be resolved and we are waiting to schedule the interior repairs caused by the water damage.
  
  
  
  Regards,
  
  
  
  **** *******

  Business Response

  Date: 10/10/2023

  The Roof leak has been fixed at the company's expense.  It could not be determined if the roof had leaked because existing problems with the Roof or if they were caused by my company.  Furthermore, at the time of the interior removal of cabinets - our Technicians could see that there was a plumbing leak, not caused by my Company.  This water leak may have been damaging the home for years. Again, not caused by my Company.

  Bottom line, we paid for the labor and materials to perform the exterior repairs.

  The three (3) cabinets have been brought into our shop, being cleaned up/repaired. After the drywall has been repaired, we will rehang the cabinets and put the Room back in order. 

  After this work is performed (approximately end of October) we will be complete. The warranty on workmanship will be expired and any future work will need to be paid for. 

  Customer Answer

  Date: 10/11/2023

  Fitch Construction contends they do not know whether they are responsible for the leak. The company was hired in 2021 to repair the leak! They were paid over $6,000 to repair the leak. The repair to the roof was unprofessional, improper, did not work, and the roof continued to leak. In 2022, and after some effort, we got Fitch Construction to come back to address the problem. We later found out that they only slathered caulk on the roof in an unprofessional attempt to make the water stop. The leak continued into 2023. The company finally hired an actual roofing subcontractor to repair the roof. However, all other water to the interior remains unfinished.

  In 2023, we were told by two separate independent roofers that the shingles the Fitch Construction installed were run in the wrong direction. In addition, the valleys were improperly installed. Caulk should never have been used to correct the problem. 

  The company needs to professionally finish the jobs that they were hired to complete. The entire 2+ year problem is a result of the company not doing the job properly in the first place - no one else. We have been without full use of the room for OVER TWO YEARS.

  The company needs to finish the job that the were hired, and fully paid, to complete.

  Regards,
  
  **** *******

  Customer Answer

  Date: 02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not fully resolve my complaint.  

  Thanks to the persistent and active efforts of the Better Business Bureau to resolve my complaint, Fitch Construction nearly competed the repair work piecemeal over eight (8) long months where the room could not be used. Their defective roof work was repaired by an outside roofing professional and the interior damages repaired. During the reinstallation of the repaired cabinets in December, the crown molding did not fit, then broke. A worker took the broken molding to be matched for style and paint. We never heard from Fitch Construction again and they have ignored my attempts to reach them to finish this last part of the job. Given the response from Fitch Construction to the BBB it appears they are walking away.  Fortunately, the job is nearly complete.

  Many thanks the the Better Business Bureau for facilitating this work. I am convinced it never would have happened without the help of the BBB.
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:10/07/2022

  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.

  Over a year ago, we contracted with Fitch to complete a roof over our 3 season room. The work was finally started and roof installed in July 2022. During the installation there were numerous issues that came up but the current issue is with the pitch of the roof near the eve causing pooling of water and draining behind the gutter. We have been dealing with this issue for about 2 months now with the only resolution continuing to be applying more and more sealant. The roofing company that was sub-contracted to install the shingles was out here yesterday (10/06/2022) and confirmed that the gutter was installed with the drip pushing the shingles at the end up, with no proper pitch to allow the water to drain properly. Improperly installed was the comment. This is the issue raised multiple times to Fitch with no apparent resolution. I need the fix done correctly and completely before winter sets in and ice damage becomes a likely probability, as well as clean up of the sealant and inspection of the underlying foam to ensure that the water damage from the past 3 months has not caused issues with the brand new roof panels.

  Business Response

  Date: 10/21/2022

  Good Afternoon ****,

  I am following up with you from your BBB complaint that was filed. First, I apologize for your experience and the issues on your project. I understand you have been working with Dave R. in resolving these final issues you have listed over the past 2 weeks. The final roofing issues have been completed and approved by you and I believe the final gutter issue is being scheduled for next week. Please let me know if there are any other remaining items that need to be addressed and we will certainly take care of them. Thank you