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:03/21/2025

  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.

  ***** came out and quoted me to renovate a bathroom.I made a deposit and it was cashed in mid-November, 2024. I requested a January start date (knowing they had work in process).I had the materials in the estimate in late December ready to go. I agreed to a higher price when I added a replacement fan. Other selections required coordination to be ready for C&O to start. ***** made some nonsense argument about e-mailing me, but never could produce the e-mail. I ultimately made the other selections.***** came to see the job Thursday, February 6. Things seemed back on track.Friday, February 14 at 10:55 AM, ***** e-mailed that they would START on Monday. He did not request a confirmation. Were now 6 weeks behind my requested start date.February 14 at 4:10 PM not even 6 hours later ***** seemed to want to do something less complete. February 15 at 11 PM I replied continue. (I was out of town supervising an event with 800+ athletes and more than ***** spectators. I wasnt on e-mail while I was working.)February 16 at 11:00 AM, ***** wrote to me to tell me he doesn't have time to do the project. And never will have time. I had to start over finding a contractor. They won't start until April, five months after I made a deposit with C&O.This wasn't the service I would expect from an A+ Rated business.

  Business Response

  Date: 03/31/2025

  3.29.2025 VM from ***** ***** requesting return call.

  Business Response

  Date: 04/04/2025

  ---------- Forwarded message ---------
  From: ***** ***** <********************************************************************>
  Date: Tue, Apr 1, 2025 at 4:47 PM
  Subject: Re: BBB complaint 23097707
  To: ***** ***** <***********************************************************************************>
  

  
  
  

  This is a response to the above complaint. 

  
  

  Mr ****** failed to pick out materials in a timely manner. Everything in his complaint is true up until he says he had materials in late December. He may have had tile, grout etc. But he never picked out counters until late January. I sent him an email on December 4th around 7pm asking him if he had some time to get together to pick the countertop material out. I didn't get a response until January. I just figured he was busy with family and holiday stuff. Which I totally understand. It wasn't until I reached out to his daughter and son in law who referred me to him did he finally start communicating with me. I tried several times to get Mr ****** to do text or any other form of communication other than email. He didn't seem interested in that. I'm in the field all day. I do not sit at a desk and send emails back and forth. Basically he ran out of time. I had other clients who were in line and communicated that they were ready to go. So unfortunately I made the decision that this wasn't going to work out. I also want to point out that he received his full deposit back immediately. Timing and communication are at an upmost importance in this line of work. And we clearly failed that. I take responsibility for not sending a follow up after the December 4th email. But I'm not going to harass or beg a customer to go pick out countertops. 

  
  

  ***** *****

  Owner

  Customer Answer

  Date: 04/13/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23097707
  
  I am rejecting this response because:  ***** claims he sent an e-mail about picking countertops. He could never seem to forward that to me.  I suspect he never did.

  Countertops were picked out on January 20.  If that was such a significant delay, why tell me on FEBRUARY 14 (Friday) that he would be starting on Monday?  And THEN back out over the weekend.

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

  Business Response

  Date: 04/15/2025

  At this point there is nothing more I can do. MR. ****** communication was horrible. I had other jobs already delayed due to his lack of preparation. Nothing more to say other than that. Wish him all the best. 

   

  ***** *****