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:01/02/2024

  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.

  Please e-mail a copy of this complaint to [email protected] and [email protected]
  
  On 11/13/2020 Eco Renovations was paid $6978.70 to paint the exterior of our home. Payments were also made of $300(1/10/21) and $307(4/10/21) at the request of the company for additional paint and caulk. We were given a 10 year warranty. Within 12 months, the paint began peeling in many spots. The caulking also began to separate and peel in numerous areas.
  We called the company in the fall of 2022. The owner came to the house twice, bringing an associate with him on the second visit. Both agreed that the condition of the house was unacceptable and agreed to "make it right." We never heard back.
  We complained again in August of 2023. An associate named ***** came to the house about a week later, said the condition of the house was unacceptable and would be corrected. He took pictures to share with the owner. We never heard back, so we called on November 1. We were told on the phone by ***** that the owner said he had given us two options: 1. Have Eco Renovations repaint the house at our expense 2. Pay the crew separate from the business to repaint at a lower cost to us. We were never presented with these options.
  We e-mailed the owner of the business on 11/14/23 detailing our efforts to rectify this situation, again asking him to fix the paint and caulk at his cost. He did not respond. We e-mailed again on 11/27/23 asking him to respond. He finally texted and came to our house on 12/8/23.
  This time, he claimed that it was the condition of the house when it was originally painted that was the problem. We disagreed with this assessment.
  We asked the owner to repaint the peeling areas and fix the caulk that was peeling in numerous areas at his expense, honoring his warranty. He said he would get back to us in a few days. We have never heard from him. We waited to complain to the BBB because we have been trying to amicably resolve this problem, but have been ignored and dismissed.

  Business Response

  Date: 01/07/2024

  Hello,
  

  I apologize if the client felt that we were ignoring the issue; we were waiting on a response from the paint product supplier. We are working on addressing the problem - we have made an appointment for tomorrow morning with the product supplier technician to visit the project in order to help diagnose the problem with the peeling paint. We want to rule out the possibility of the paint product failing before we go to the next step of resolution.

  We are unsure how long this step may take as samples may need to be examined in the supplier’s lab but we will be sure to keep the BBB and the client updated throughout the process.

  We value our customers and always work to provide the best possible service with quality products and materials. We regret that the customer is experiencing issues with the paint.

  Thank you.

  Customer Answer

  Date: 01/18/2024

  This issue is not resolved as of Jan 18, 2024. Awaiting to hear back from Jan 8, 2024 meeting we had with ECO Renovations owner *****. ***** said he would get back to us after paint analysis and inspection were complete by Sherman Williams representative Larry. Still awaiting to hear back. 

  Business Response

  Date: 01/26/2024

  We have received the analysis from Sherwin Williams and have emailed a plan of action to the client according to the recommendations of the product supplier. We are currently awaiting a response from the client with a date and time in which we can discuss and develop an acceptable scope of work that details the steps Eco Renovations will take to address the areas of concern indicated by the client. We will have the client agree and sign off on the new scope of work and then set a tentative date in which we will carry out the new scope of work, weather and conditions permitting. We will then have the client sign off on the completed work.

  Customer Answer

  Date: 02/21/2024

  BBB spoke with the consumer by phone and verified that the business did come out and asses the work. It is exterior work so the job will be done sometime in May. 

• Initial Complaint

  Date:10/24/2022

  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.

  Better Business Review October 22, 2022
  I am giving an unsatisfactory review to Eco Renovations llc, based on the outcome of our deck stain project completed by Eco Renovations June 2022. As customers we are thoroughly disappointed.
  I have sent this review to Eco Renovations llc (no response) and Home Advisor
  
  The deck was initially sprayed leaving unsightly areas on deck boards of light and dark patches
  (We were assured no spraying would be accomplished)
  Stain was applied the next day to try and cover the uneven blotches...it didn't work. We could also see big drips on deck boards from stain from prior day
  Project manager was notified and agreed the deck didn't look right...went to consult with other project manager for a resolution, project manager blamed the stain not the job. Before the staining was accomplished we had consulted with the estimator and was told the stain was of good quality.
  The resolution was to apply another layer of stain...stain was/is too thick...sticky in many areas and is now starting to peel in places. I believe 4 applications of stain were applied, but I believe more time should have lapsed between coats. The deck is very shiny which should not happen with stain. I had mentioned the sticky and shiny surface when Eco rep stopped by to pick up my payment.
  We found huge drips of stain on the fascia as well
  
  Once the deck was sprayed the project went sideways...the deck is terrible at this point. This was a new deck, (11 months old)
  
  **Note: My husband stained the wrap on the entire deck per estimate. agreement...there are no blotches...drips or sticky or shine or peeling
  
  Our resolution is to receive a refund from Eco Renovations llc, paid on June 24, 2022 because the deck has to be stripped , sanded refinished.

  Business Response

  Date: 10/30/2022

  I met with the client on Friday 10/28/22 to visit the project site and to discuss the client’s concerns about the deck. I believe there may be an issue with the product that was applied to the deck. I will be visiting the store from which the product was purchased tomorrow on Monday, 10/31/22 to speak to someone in management about the product’s warranty. I will contact the client after visiting the store to further discuss a solution to the issue dependent on the store’s response. I can also update the BBB as well.

  Thank you.

  Customer Answer

  Date: 11/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The application was the problem, not the stain.  The Eco Renovations estimator, told us the stain we chose was a good stain.  The estimation was for 4 gallons (we had to purchase 6 gallons, all was used indicating too much stain was applied).  Our deck was power washed in June, the next day the first coat of stain was sprayed, (in our opinion the deck was not given enough time to dry, 48 hours should have lapsed before the first coat of stain was applied).  Due to the spraying of stain on our deck, we had uneven/unsightly blotches on our deck boards. The Eco Renovations estimator assured us the stain would be rolled and brushed, no spraying would be used.  The following day, the Project manager came out and acknowledged the deck didn't look right.  Another project manager came out day to evaluate our concerns regarding the uneven stain coverage on the deck boards.  So the decision to stain the deck to even out the surface would be applied to cover the blotchy deck boards.  The application of 2 more coats of stain resulted in a sticky, shiny and tacky surface for weeks ....eventually causing peeling of the stain on the deck boards.  All other areas of the deck to include handrails are not peeling, indicating not stain problem but an application problem.  I raised questions and voiced concerns with the Eco team regarding so much stain used to cover the blotchy spots.  When the Eco Estimator came by to take payment, I showed him the deck, shiny, sticky surface and drips in some areas.  Our new deck was 11 months old, all we wanted was a semi-transparent stain to protect and show the beauty of the wood.  We were very disappointed.
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Customer Answer

  Date: 11/02/2022

  Consumer called BBB with an update.

  Everything has been resolved. The owner personally came out last night to resolve our issues. 

• Initial Complaint

  Date:07/26/2022

  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.

  May 31st is when we had the initial meet. Then, on June 2nd-22nd is when they were in my house painting. The team did not do professional work. I have photographs and brought up all concerns to the owner. The owner now wants to touch up things but the damage and unprofessionalism is far beyond clean-up and touch up. No supervisor during the painting. 2 workers with little to no experience when promised a 15 men professional crew to complete the job.Extended deadlines. Broken items in home. ****** had a partial punch list of the minor issues, but he did not address the major issues that come at a higher expense. For example, the broken pool table, hardwood damaged floors, broken office desk, garage doors damage, and Pella doors and windows painted closed/damaged. All of these issues were known by the owner ***** when they occurred. I have paid qualified professionals to come out to address damages as a result of Eco Renovations. I continue to have issues. This has caused me missed work, emotional stress, and additional fees. For example, professionals from ****** **** ****s said that I now have to keep putting wax on my garage doors because they have been painted incorrectly and it’s the only way to keep them from permanently needing to be replaced. The front door (Pella) will always stick now because of the paint. The painted screen door to the patio door won’t slide because of the way they painted it including the weather stripping. I never asked them to paint the screen. Hardwood floor has gouges. Solid wood desk has drawer broken from them moving it. Doors that were painted have missing sections of paint and paint runs. Cabinets have paint runs and overpainted. Overall, the repairs are going to cost more than we owe them. Another company quoted us at more than their overall estimate just to fix Eco’s mistakes. One company wouldn’t even take on the project. Another company even said our exterior paint will begin to chip away because the prep was not done right.

  Business Response

  Date: 08/01/2022

  Eco Renovations (“ER”) disagrees with the Customer’s
  statement that it did not do professional
  work. ER acknowledges that there were some touch up items
  that needed to be completed but the
  Customer is refusing to allow ER to return and complete the
  touch up work.
  1. There was a supervisor and/or project manager on the job
  every day that ER performed work.
  2. ER never promised the Customer it would provide a 15 man
  crew.
  3. The Customer made changes to the scope of the work which
  extended the original
  completion date.
  4. ER does not believe that it damaged the pool table or the
  hardwood floor. ER offered to repair the pool table at its cost.
  5. The Customer asked some of ER’s workers to assist her in moving
  a desk (which was not part of our
  contracted services, but they agreed to move it as a favor).
  When helping her to lift the desk, a part of it became disconnected. ER is not
  aware of the desk’s condition prior to the move, but ER will repair the desk at
  its cost.
  6. ER bought six, brand new gaskets for the Customer’s 2 garage
  doors. ER replaced all of these except the bottom gasket on each door. ER would
  have replaced the final gaskets, had the Customer allowed us to return to complete
  the work. The Customer is claiming that ER’s painting is somehow impacting the operation of her
  garage door. We need a better understanding of the problem before we can offer a solution
  but the Customer will not let us
  return.
  7. The Customer is claiming the Pella door, windows and rollout
  windows stick. There may be paint on the metal screens causing this problem and if so,
  the metal screens may need to be cleaned. This is an easy fix but the Customer won’t allow us
  to return and view the alleged problems and then try to fix them.
  8. The Customer did ask ER to paint her sliding screen door.
  The paint should not be causing the door not to slide. ER is willing to correct any problem it
  caused by cleaning the screen door or replacing it.
  9. ER does not believe it used any of Customer’s supplies or
  materials for the project as the house was completely empty except for the pool table, desk,
  and boxes that were in the garage that were left undisturbed.
  10. The Customer signed off and approved the exterior
  painting. ER is willing to look at the areas she is claiming were missed and any chipping, but the
  Customer will not allow us to return.
  11. On almost every large construction project there is a
  punch list at the end of the job for touch ups, minor problems, etc. ER has made several offers to the
  Customer for the project manager, the sales rep, and the owner to return to the property,
  inspect her issues and make repairs, but she has refused all our offers and has refused to pay the
  balance due in the amount of $17,190.90. Eco Renovations has been a BBB member since 2017, has a A+
  rating and this is the first customer complaint we have ever received from BBB. We never
  want to leave a job and have an unhappy customer. If you can get the customer to allow us to
  return to the job, I know we can fix any problems in a satisfactory manner at our cost.

  Customer Answer

  Date: 08/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are not providing truthful information. I have documents in writing from multiple ER staff that will further illustrate their dishonesty. I have also contacted an attorney to represent me in this case.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 08/05/2022

  At this time we are unable to provide a proper response to the customer's complaint without said evidence. We have also hired an attorney to assist us in this matter. Please contact them if you have any further questions, ***** ***** at *****@duwellaw.com or ************.