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:11/01/2023

  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.

  VisionWorks was contracted to repair water damage to our home and renovate our bathroom that was heavily damaged from the same incident. They started work in the middle of February of 2023. As of November 1st, 2023, the work is still incomplete.
  
  Communications had fallen off around the beginning of June 2023, with several phone calls, text messages, and emails sent by us going unanswered by Vision Works Remodeling. We were finally able to get Nick D******, one of the owners, to respond to an email in July, stating that he would stop over on the 12th or 13th of July to go over the remaining work. However, nobody showed up on either day and further attempts at communication went unanswered.
  
  There is a PDF attached of the email thread talking about meeting on July 12th or July 13th as well as PDFs of the estimates detailing the work that should have been performed.
  
  We have also asked Vision Works Remodeling to give us a status update on the state of all of the work so that we could move on with another contractor, but those messages also went unanswered.

  Business Response

  Date: 11/12/2023

  We apologize for the way everything transpired. There were many changes made throughout the duration of the project, we adapted the best we could, but we could not accommodate all changes requested. As a business we felt that the customers had unrealistic expectations, and a schedule we were unable to work with. Due to these issues we decided to move on and allow them to hire a new contractor to complete the remaining items. We only billed and accepted payments for the work that was completed, and left over $3,000 on the table, which we believed was more than sufficient to be able to hire someone else to complete the job. We do not intend to continue working with this customer, and we wish them luck with the remainder of their project.

  Cordially,

  Vision Works Remodeling

  Customer Answer

  Date: 11/13/2023

  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, reasons for rejection are included below.

  It is fine that VisionWorks will not be finishing the job.  However, I wish they had told us that instead of simply ignoring our calls, texts, and emails.  They could have told us to find a new contractor at any moment and we could have worked out the details from there.  Instead they ceased all communications with us until we got fed up and filed this complaint.
  

  They also did not leave $3000 on the table as they claim.  They said they would withhold $1800 to finish the work, then changed it to $1500.  The text messages discussing this are attached.
  

  They also claim that we requested changes.  However, I do not believe that to be true, or that the changes that we requested were minor.  We only wished for them to fix the mistakes that they had made (tiles being uneven, paint did not match our existing paint on the walls, fix the bad wiring for a switch, fix a poorly built knee wall, fix the depths of the shelves, fix leaky P traps, fix the hot and cold being backwards on a faucet, etc.) and we often allowed shortcuts for them to complete the promised work.  For example, when reinstalling the toilet, they ran into an issue where the toilet was too high, and rather than fix the issue by moving the plumbing down, we allowed them to shim the toilet higher and just use caulk to fill the gap.
  

  At the end of the day, the issue is that they simply quit communicating with us.

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