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:08/11/2022

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****at least pay for the water damage, I will pursue this in small claims court.

  

  Business Response

  Date: 08/15/2022

  As a family-owned business, it is essential that the public’s
  trust in us be unquestionable. Therefore, I have attached emails received from
  this customer during their remodel with clear authorization in regard to their
  front door and deck color.
  If read, it is clear their complaint has no validity based on
  their acceptance on the doors email, which states exact model number and her
  response was “Great, Thanks! “(06/07/2021) and their email (07/15/21) stating “The
  deck looks great! “ .
  
  Also, we finished their project 08/02/2021 and 1 year later
  this customer has emailed us that there was a leak, after a year of good function.
  She notified that they called another company out to address it. In which they
  removed a lifetime warranted ****** water fixture and tossed it (and charged
  her a new one). It is puzzling why we weren’t notified, for we would have found
  it was only a water feed line which would have been repaired at no cost to
  customer.
  
  With this said and not given the opportunity to address that issue-
  with no cost to customer. We sent this customer a check of $663.82. to cover the
  drywall repairs and repair of water feed line.
   The tossing of the
  ****** lifetime water fixture that we installed was blatant abuse by this
  unnamed company and did not justify any reimbursement. 

  Customer Answer

  Date: 08/17/2022

  [BBB Transcription via Duplicate complaint]

  This is in regard to Complaint ID: ********: 1) We are just finding out about the issue after a year because we just moved back into the house; it took so long for the work to be done, and we were not going to move in the winter of 2021. Therefore: 2) The shower was used for the first time recently, so the company is wrong in stating that it was in good working order for over a year; the first time it was used is when the leak occurred. The company said nothing about any parts being warranted, and no plumbing permit was pulled; had that been the case, the inspector would have caught the problem that caused the leak. 3) The company has not paid ANYTHING; I don't know why they stated that they paid $600+ 4) Yes, the deck looked nice as soon as it was done, but when the snow melted early this year, almost all the paint was gone; why would I have the company come back out when the work was done so poorly to start with?! 5) We settled for the door because we were tired of waiting for the work to conclude; it had already been months after the estimated completion date, but this door is not what was called for in the contract. The storm door was also installed improperly. 6) If the BBB wants to close this case and if the company does not want to make us whole, fine; I will pursue the matter in small claims court, and will share my experience with this business on social media review sites.

  Customer Answer

  Date: 08/22/2022

  [BBB Transcription via Email]

  ******* *****
  Aug 20, 2022, 2:03 PM (2 days ago)
  to ****, **
  
  ****,
  
  I have reconsidered suing your company for two reasons: 
  The demands of my job, caring for my elderly parents and other responsibilities (including repairing the ********** house) consume too much of my time, energy and money
  As a *********, I have no desire to harm you, despite the harm your business has caused us
  I am surprised that you were dishonest in some of your responses to my complaint, especially claiming that you mailed us a check for over $600, when you and I, and most importantly, ***, know you didn't.
  
  ********* it seems to me that the BBB is more interested in protecting the businesses the organization accredits, more than the consumers who rely upon BBB ratings when choosing a company.
  
  The "silver lining" is that this experience has taught me many lessons, especially the need to make sure permits are pulled for all mechanicals.
  

  
  

  Customer Answer

  Date: 08/24/2022

  [BBB Transcription via Email]

  
  ******* *****
  Aug 23, 2022, 2:38 PM (17 hours ago)
  to ****, **** **
  
  There were several failures with the work done by your company ****, so the better question is: Why would ****** and I pay you all over again for repairs that were necessary because of your failures? I know that your business was "under no obligation" once the warranty expired; however, if you actually stood by the "Golden Rule," you would make us whole under the circumstances.
  
  You keep referencing the ****** fixture; this wasn't the problem. The leak from the main bathroom shower that ruined the drywall in the kitchen, occurred because the crimping of the pipes that should have been done, wasn't; this would have been caught by the City inspector if a plumbing permit had been pulled. 
  
  We were expecting to be able to move my parents into the house by a certain date, but because the work took months longer than the estimated time frame, we had to wait an entire year to move them in; that's why we only recently learned of some of the problems that have manifested. As for the check, I don't doubt you mailed it, but if we'd received it, don't you think we would have cashed it by now? 
  
  I do not know why the check didn't show up, maybe it's because you didn't spell the street name correctly, but whatever the reason, we have not received it; besides which, it would only cover a fraction of what we've paid, just for the damage done by the leak, never mind the other fixes we're going to have to pay for (e.g. the deck, the new storm door, etc.). So mail a check or don't mail it; it's clear you do not intend to fix the shoddy work done by your company, so we do not need to continue this discussion.
  
  ******* 
  
  
  
  
  
  On Tue, Aug 23, 2022 at 9:54 AM **** ******** <**************************> wrote:
  *******,
  
   
  
  I am still puzzled by your decision to call a company that preys on the consumer, rather than us. We always attend rapidly to our previous customers .
  
  Please note, we were under no obligation per our 1-year labor warranty , yet we did indeed mail you a check , check #**** on 08/02/22 , for the amount we would have charged you for the repair – not the abusive amount that the other company charged you for unnecessary work, i.e., ****** Lifetime water fixture.
  
  This backs up our motto of Obeying the Golden Rule.
  
   
  
   
  
  ****

  Customer Answer

  Date: 09/07/2022

  [BBB Transcription via Email]

  ******* *****
  Sep 5, 2022, 1:15 PM (2 days ago)
  to **
  
  Hello ********* I hope all is well.
  
  I am just curious to know why my review of Home Solutions of ****** ****** has not been published yet.
  
  In any case, **** ******** should know that I have also posted my experience with his business on "****," and as I have time, I will be posting on other sites as well, and I still have not entirely ruled out the possibility of filing suit in small claims court.
  
  My daughter refinanced her home to tap equity for this $45,000 renovation, and who knows how much more we will have to spend to correct the problems caused by the shoddy, negligent work done by ****'s business; we've already paid ~$5,000 for the repairs caused by the leak.
  
  We did (finally) receive the check **** mailed (he either didn't initially, or had the wrong address because we just received it), in the paltry sum of $600+, but how far is that going to go? 
  
  And if ****** and I are not telling the truth, or if this isn't such a major problem, I would not be using so much of my time, which is in short supply, pursuing the matter. I would therefore appreciate having my BBB review published.
  
  Thank you in advance,
  
  *******

  

  Business Response

  Date: 09/09/2022

  We are confused, after more than a
  year of the job completion and no contact or complaint from this person, except
  for a request from this customer to do additional work.  For now, being harassed for their poor
  decision calling in a separate company to assist in a repair. A repair that we were
  completely unaware of.   Please consider,
  that our labor warranty, stated clearly on our contract, is for 1 year. Yet to
  show our interest in our customers well-being we sent her a check for $663.82,
  to cover the cost of crimping, PVC trap and two drywall repairs.
  We will not cover the cost of another
  company taking advantage of a consumer unawareness of how simple and low cost
  the fix would have been if she would have contacted us.
  I would like to reiterate that the
  company she called in removed a ****** Lifetime warranty water fixture, tossed it,
  and replaced it with a fixture with no brand name stated, which they charged
  the customer $849.64.
  This is obvious an attempt to blame
  us for their poor decision to have a different company with unknown credibility
  enter their home.
  As a company that is family owned
  and operated by a father and two sons, our name is closely guarded for future generations,
  despite the efforts of a misguided customer to discredit us, we stand strong in
  our commitments of care and interest in all our customers. 

  Customer Answer

  Date: 09/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is essentially the original response from the company, and in my most recent reply, I just wanted to clear up a few inaccuracies stated by the business. Also, other than (finally) mailing the check they promised, in the paltry sum of just over $600, **** ******** thinks he is in the right and clearly has no intention of making us whole, therefore I have no more to say; however, let it be known that I do not accept the response made by the business, and in addition to my complaint with the BBB, I have also submitted one to "****" (formerly ****'s list), and when time allows, I will consider filing additional complaints, along with the possibility of other actions.
  
  
  
  Sincerely,
  
  
  
  ******* *****