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:07/10/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 entered into contract with Chase to have extensive drywall work completed on a house I was renowing. I paid him $8,284.57 on 3/29/22. We did numerous walk-throughs and discussed what needed to be done, including extra items that would most likely be needed which I was ok with. He was to issue an addendum for some of these extras, which he never did. He repeatedly gave me excuses on why he did not have the addendum for me. He began some of the work, but never completed anything. I also paid another $4,380.00 on 5/7/22 for the supposed extras that he still had not provided an addendum for. After this, they barely completed any work on the house. Calls and texts went unanswered. At one point, he was blocking my calls and then denied it. He said he had tried continuously contacting me, however, no texts or calls ever showed up on my phone. In addition, his crew removed belongings of mine from the house. To date, I have heard nothing from him. At this point, I believe if he is operating a business in good faith, my money should be refunded.

  Business Response

  Date: 10/23/2023

  Ms ****** and i entered into a contract on 3/28/22 however the series of events described in her complaint went much differently than Ms ****** has stated.Ms ****** had a terrible experience with a contractor prior to calling us and it showed after accepting the project, Ms ****** paid a deposit for material and take off on 3/28 as she stated in the complaint. The contract in question was for drywall installation, prior to signing said contract, I explained to the customer (Ms ******) that there was an extensive list of work that needed to be completed prior to installing drywall that her previous contractor performed incorrectly or left unfinished, items included multiple framing problems missing framing, framing of doors, repairs, rough electrical repairs and installation and various misc items... there were areas of the home that had parts of the floor missing as well as studs out of place electrical not hooked up and much more etc,,..... I went over a list of items with the customer that would need to be contracted to us in order to meet codes and install drywall. At which time i told the customer i would start to work on the extra's and change order items on a time and material basis in order to get to a point where we could install drywall and fulfil the original contract we signed on to do, being that the customer had already given me a down payment for drywall i was comfortable with this arrangement for the time being ... from there myself and my crew started to perform various tasks to get the house up to code and par and at the same time we ordered drywall for the downstairs of the home, we could not order the drywall for the 2nd floor of the home due to a huge pile of debris being in the backyard blocking access to the back porch where drywall needed to be loaded into the house. We performed all framing and electrical tasks listed in the change order Ms ****** says was not provided to her, however the change order she mentioned WAS PROVIDED to her and she even signed it! i am not sure why the customer said she never received a copy, the $4,380 dollars she mentioned in the complaint was partial payment for that change order which totaled over $6,300 dollars at that time, also keep in mind the change order was basically a open ticket as we were told to fix items and problems as we encountered them,.  Beyond that change order work/list we also installed drywall to all the ceiling's on the first floor which was part of our original contract, from there a slew of issues had arisen that made me uncomfortable with the project, Ms ****** never pulled a permit for the work she performed to the house prior to our arrival nor for the work we were contracted to do and asked me to proceed without one which could result in fines for the both of us. in addition to that i offered to step in and have a service remove the debris from the back of the house so we could get drywall delivered, **** trash service arrived and removed a full dumpster worth of debris however there was still another dumpsters worth remaining, at which time **** trash service told me it would be a couple weeks before he could put us back on his schedule therefore i suggested to the customer that we need to call a different trash service which she opted not to do due to being short on project funds and decided to remove the remaining trash herself, weeks had passed without the remainder of the trash being removed therefore we were unable to deliver drywall to the second floor. At this point the job started getting more and more complicated in regards to many factors including, permits' on site issues, waste management not being completed which prohibited me from doing my work etc, I never at anytime blocked the customers calls nor did i ignore her, there was a portion of time that i was sick with Covid and my wife also received a cancer diagnosis which did affect schedule for about 7 days however this is irrelevant because we still were not able to deliver drywall and there was still no permit acquired and at this point Ms ****** was acting as if i was not doing my job and there were no hold ups on her side of things,. Meanwhile despite me having covid and receiving unfortunate news with the exception of the one week we were still working on the project, more or less hoping that some of these issues would be resolved over the course of a week or two however they were never resolved. Ms ******'s living arrangements changed according to a text I received and she said she needed the project done faster than we originally discussed and her demeanor changed drastically, yet we had multiple issues with the project that needed to be resolved in order to move forward. One morning in July I arrived at the property with 3 employees to work and the key I was given would not unlock the door, I could not get inside to work and additionally I had well over $5,000 dollars+ worth of tools and equipment inside. I tried to reach out to Ms ****** to no avail repeatedly, we finally spoke a couple of days later and Ms ****** said that she was also calling my phone and could not reach me, i'm not sure what was going on there as it seems we were both trying to contact each other, it made no sense. we were scheduled to speak again the following day which never happened, In regards to a refund i do not see any logical way i could issue one, as it sits the customer paid a down payment on a drywall contract that was partially fulfilled and had suffered multiple breaches in the contract, additionally we completed a change order 100% in full that has a outstanding balance of over $2,000 dollars. Additionally she locked the house with a long list of my property inside which has cost me thousands of dollars replacing! Also, a drywall lift that belongs to The **** ***** i rented was inside the home when she changed the locks that is valued at over $1,600 dollars, which i'm still battling with the **** ***** over This was ultimately a unfortunate messy situation for both parties, which i completely and utterly wish went differently, however at this point the damage has been done for a long time now and i haven't heard from the customer in over a year. I would have completed this project like any other provided the customer met their obligations and I had access to the property, unfortunately that was not the case. The project took many twists and turns and had its fair share of problems. Ultimately the situation ended up costing me thousands of dollars. The amount of work I completed at the property exceeds the amount of money I received against the contract/change order i could not complete portions of the work due to the situations listed and, taking into consideration that I've already replaced my equipment and used the items as well as paid labor wages and service fees regarding this matter that can not be undone or reimbursed, as well as wages lost on other projects while this dragged out, and the amount of time spent on all these matters listed can't be replaced or billed for.. I think with that said as well as taking into consideration the amount of time that has passed with no contact, I believe it's best both parties go their separate ways and move on. I would like to reiterate that I truly wish this project had gone differently for everyone involved, we are committed to conducting the best customer service possible as well as satisfaction. This situation was complicated and unfortunate for both parties. Sincerely Chase M.

  Customer Answer

  Date: 10/26/2023

  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. Chase's response is completely inaccurate.  Again, we did multiple walk-throughs of the property prior to signing the contract.  He was well aware of what I needed done.  According to him, he was well-versed in dealing with old houses and this was not an issue.  I never received any copies of any addendums for additional work, which I agreed would be needed.  He did not perform all the "supposed" additional work he says he did.  Frankly, I don't understand why is concerned with the floors or other items since he was not contracted for those and they were not his business. As far as drywall delivery and work, he had drywall delivered for the first floor but it was nowhere the amount needed for the first floor.  Then, all he fixated on was delivery for the second floor.  He hadn't even done the first floor work yet!  As far as trash removal, he NEVER told me he hired ***** trash service.  He told me he had a friend who could do the job.  Then the "friend" couldn't be contacted to finish.  I did take care of the trash removal but he would never know that since they rarely showed up to work.  Unless it was a Monday because he knew I was off work and would be there on Monday during the day.  As far as permits, I took this project over.  It was my understanding permits were filed.  We discussed this.  He had no issues with it.  He also told me he was insured, however, failed to provide me with a copy of his certificate of insurance as well.  He refers to my living arrangements changing ... this is also false.  My arrangements were all set.  However, I made it clear that this project was to be completed expeditiously ... this was not a 5 year project, we discussed that this work would be done within 3-4 months, which would be reasonable ... if people ever showed up to work.  Finally, I was forced to change locks after my personal belongings were stolen.  There were 2 people with keys to the house ... myself and Chase.  It makes absolutely 0 sense for me to steal my own belongings. The last conversation I had with Chase was to discuss this.  He was supposed to find out what had happened and get back to me, which, as usual, he never did.  I tried numerous times over the course of this to contact Chase.  He would not pick up, respond, call back, and at one point, completely blocked me as the calls would not even go through.  The only resolution to this matter is that he refund my money. 
  Regards, 
  **** ******
   

• Initial Complaint

  Date:02/20/2023

  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.

  Advanced drywall was contracted for a basement drywall project which was assumed completed at the end of December and fully paid for. I was told garbage and equipment left in my backyard would be picked up the next day. When final electrical came by mid January it was discovered they buried an electrical junction box. After numerous promises to be by, eventually someone came by to locate the box 1/23 and said someone else would be by to patch the holes and touch up paint. Garbage and equipment left the month prior were finally picked up. Since then, it has been numerous promises and no-shows and poor communication by the owner Chase. After I suggested a partial refund as he admitted he was too busy to finish, the holes were mudded in. I was then told twice in one week that he would be by to fix the paint, both no shows. The owner is now non-responsive to my texts and phone calls.

  Business Response

  Date: 03/31/2023

  BBB spoke to Chace at business and the following was relayed: I did the job in November. I did a great job, it went awesome and customer was going to write a good review.  I never sent review link because my wife was having surgery for cancer. The customer calls 2 months later and asks if I can you come over, his electrician thinks I might have buried box but he didn't know. The customer paid chase to fix the box, cut it out for him.  Went back out 2nd time to patch up holes.  3rd time to touch up paint. This was done all out of kindness, doing this as favor after completed job. The customer couldn't get a hold of me for 5 days because I was off grid with my wife's cancer surgery. I went over to touch up a little spot- inside a storage closet. 

  Business Response

  Date: 03/31/2023

  BBB spoke to Chace at business and the following was relayed:

  I did the job in November. I did a great job, it went awesome and customer was going to write a good review.  I never sent review link because my wife was having surgery for cancer. The customer calls 2 months later and asks if I can you come over, his electrician thinks I might have buried box but he didn't know. The customer paid chase to fix the box, cut it out for him.  Went back out 2nd time to patch up holes.  3rd time to touch up paint. This was done all out of kindness, doing this as favor after completed job. The customer couldn't get a hold of me for 5 days because I was off grid with my wife's cancer surgery. I went over to touch up a little spot- inside a storage closet.

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  although the details in the message are grossly inaccurate (we called after less than 2 weeks of job completion on January 19 regarding the buried box. We then were told multiple times things would get fixed and they were not, remaining extremely patient until chase was completely non responsive when we filed the BBB complaint. After non responsiveness for a few weeks, we filed a BBB complaint and got a response 2/28, with the work being completed shortly after and the BBB complaint was withdrawn.
  

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau: although the details in the message are grossly inaccurate (we called after less than 2 weeks of job completion on January 19 regarding the buried box. We then were told multiple times things would get fixed and they were not, remaining extremely patient until chase was completely non responsive when we filed the BBB complaint. After non responsiveness for a few weeks, we filed a BBB complaint and got a response 2/28, with the work being completed shortly after and the BBB complaint was withdrawn.