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:12/22/2022

  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.

  General contractor, ************** and his company built a deck on our property in 2022 at ***********************************************************. The work was not without its problems, but finally the deck was finished. We payed the agreed upon amount. However, ************** neglected to thoroughly inspect his work and when confronted with a few small deficiencies, he postponed correcting them for months and repeatedly lied about returning to correct the problem. He now refuses to finish work that we payed him to do, and even accuses us of deliberately breaking a part, as opposed to accepting responsibility. The part and repair would likely take an hour's time and cost $100. We simply request that ***** finish the job.We have included the following:1. Contract 2. Building Permit by ************** 3. Failure to Pass inspection by ************** 4. Text message conversations (only included text messages between us starting in September 2022)

  Business Response

  Date: 12/23/2022

  ********************* is falsely claiming that my company did not secure/fasten the top portion of his left side railing system.  *** railings were undoubtedly installed, utilizing the Trex railing kit brackets associated with the railing system chosen by *******************  *** angle brackets for stair hand rails, contain two holes each for the screws to bypass and enter the post for a connection. *** s**** holes have evidence of being ripped out after being installed.
  On Wednesday. September 14th, the deck was complete.  However, I received multiple pictures from ***************** regarding one unlevel post to the left side of the railing; the exact railing side in question.  *** clips holding the railing to the post were present in the pictures.  You do not see any other s**** holes on the post. 
  On Tuesday, September 20th, the railing was fixed and after thorough inspection of that very railing, the railing was deemed complete by both parties.  
  On Monday, September 26th, I received a text message and a picture informing that the railing was not fastened to the post, and all of a sudden had a missing clip and screws.
  On December 21st, at approximately 11:30am, I inspected the railing in person.  *** post had 4 s**** holes; 2 from the first time installing, and two from the second time installing after fixing the unlevel post on September 20th.  *** two top screws holes shows evidence of screws being ripped out, as if someone fell on the railing or it had been pulled or yanked out. 

  *** first picture, which I am sure ****************** did not mean to send, shows the clips and screws installed for the 2nd and last time.  You can observe the s**** holes for the first time installing them. (Notice that there is no dirt smudges on the railing).
  

  *** second picture, taken by me on December 21st, shows the bracket and screws completely missing, rendering the railing un-secure and not fastened. 4 s**** holes are apparent in this photo, as they directly line up to the missing bracket.

  *** Third picture, taken by ******************, is from the first time the railings were installed, but was a little un-level, resulting us to go back there and level the post correctly.
  

  Customer Answer

  Date: 12/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ************** failed to address this complaint in a timely manner, did not complete the job, and alleges that I sabotaged a very specific piece of the deck.
  
  As evidenced by the timeline that he provided, there is nearly a three-month delay before ************** can appear in person to inspect the problem. As the text message communications convey, at no point until December, did he begin to assert that he had completed the job correctly. Instead he spent three months failing to arrive to our house and assuring us that he would be there one day to resolve the problem. 
  
  There is no evidence that the lower portion of the railing was ever attached after ******************* adjustments on the 20th. ************** is correct that both parties were in agreement on ********************************** communication for adjustments at that time. The decks gate had required some tweaking, and ************** was (then) proactive on checking for feedback. I was not present on the 20th of September meeting and was away from the 22nd - 25th of September, so it was not until the 26th of September that I was able to inspect the work more closely. 
  
  As for ******************* first picture (or IMG _1465), that is the picture for the upper portion of the railing, not the lower half. The picture (as corroborated by the text messages) dates from 14 September and does not feature any drill holes as this was the precise moment that I brought it to ******************* attention that some adjustments were required (the level is mine). ************** did make the adjustments, but that required him having to raise the railing, leaving two drill holes that he made on 14 September.  I have included a picture which dates from 22 December (also found in the text message document, pg 68) that I took of the upper railing to show them. To ensure that the orientation of the photo is not in question, you will notice that in both pictures that the bubble in the level is in the upper portion of the vial, indicating which side is up (or skyward). 
  
  **************'s image (IMG_1453) reflects the current state of the post and he uses this image to claim the following:
  
  "You broke it, raked to provide a reason as to why the clip was missing. ( pg 64 on the text message document.) 
  
  This is absurd. His argument is that I broke a very specific piece of a deck that I had paid for, hid the evidence, and then spent three months badgering him to come fix it.   ******,  I posit that a more likely scenario was that when ************** made his readjustments, he simply forgot about the lower portion of the railing, doing the work, but failing to secure it. This was missed in the initial inspection, and then when brought to his attention nearly a week later, he procrastinated completing the job. To be fair to **************, he was exceptionally busy last fall. The intervening months clouded his memory of what he had done and the fact that he failed to prioritize us, meant there was a three-month lag and a host of different excuses as to why he could not come out to resolve the problem. 
  
  I would be happy to meet with ************** to discuss the problem once more or would welcome some form of mediation. I am thankful for the work **********;May has done, I am just frustrated and surprised by how such a minor problem could result in a confrontation and my deck failing to pass inspection. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/03/2023

  The picture below illustrates that the clips/fasteners were screwed into the post. There are two visible s**** holes, both of which line up perfectly to where the missing clip was.  It was installed.  The railing was pushed on or yanked, probably unintentionally, ripping the screws out of the plastic post covering, and simply wants this fixed for free. The top s**** holes clearly indicate that as holes are damaged and ripped out.  When it was installed for the last time, it was thoroughly examined by the home owner and the job was deemed complete.  Nobody would miss that railing hanging during an inspection, especially considering that railing was the only part being inspected at that time. It was installed, clearly. 

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  

  My name is ***** ******* and I would like to provide an update to the complaint (********- Valley Home Renovations LLC) that I filed back in December of 2022. I understand that the complaint was closed earlier this month, but shortly after BBB closed the complaint, Valley Home Renovations and I reached an agreement that was satisfactory for both parties. The source of my complaint was finally addressed so I request that BBB no longer assess this complaint as unresolved. Please let me know if there are any additional steps that I need to take in order to confirm that my complaint has now been resolved satisfactorily. 

  
  

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