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:01/30/2023

  Type:Product 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.

  Work started 12/21/22 and was completed 1/24/23.
  Vendor quoted a bathroom remodel project for Labor: $6,240 and Materials: $6,235 for total project of $12,475.
  Next vendor instructed us to go to Lowe's to pick out materials for the bathroom (tile, flooring, vanity) and we were very thrifty with our selection in order to save money on the material costs.
  While the installation was occurring, twice we were instructed by vendor personnel to go to Lowe's and purchase items (first, lighting as our first selection was too large for the space and second door handle hardware for our door). They said they would return for a refund the previously purchased light fixtures which were no longer to be used for the project.
  Upon completion I received invoice 3 - final invoice which stated full costs of materials and labor were expended on the project. I requested further details on the material costs because we were initially thrifty, and we also had ourselves purchased several of the project materials.
  At this point the vendor send an email detailing that while there were significant material costs savings, that the labor costs had over run and were cancelling out all material cost savings so we owed the entire amount. At no point in the project before this had we discussed any labor cost over runs or stealing material cost savings to cover other items that they needed to complete the project.
  However, mid project I did ask them for quotes on other items that I was interested in them potentially doing that I declined to pursue. Painting the bathroom was one of those additional items that I was considering.
  I find it grossly unacceptable to never communicate any labor over runs but simply add it as part of the agreed upon material costs on the final invoice. Then only upon further inquiry did they reveal their deceptive practices.

  

  Business Response

  Date: 02/06/2023

  I apologize for the delay, I have been out of town and just got back yesterday to respond to this complaint.  The customer was made aware during the project of the additional items that are listed on the attached Corrected Invoice.  We would have not completed the additional projects without their approval. Yes, the Original numbers on the Final Invoice and the Project Dash Board were put in the wrong place when entered by our data entry person.  We take full responsibility for that mistake.  The customer was sent corrected documents today, that reflect the total outcome of the project.  As of today, the customer has not paid the Final Invoice.  We did not charge the customer anymore than the Original Project Proposal, even though we went above and beyond to complete the project.  ***** talked with the wife and she stated the work was done to their satisfaction and our employees who worked on the project did a great job and were easy to work with.  We appreciated the comments.  We passed on the comments to our employee's.  She also told ***** that payment would be made.  We do not have deceptive practices as mentioned in the customer complaint.  As stated, we did enter the data incorrect and that has been corrected.  If you should need any further information, please do not hesitate to contact me.

  Customer Answer

  Date: 02/08/2023

   I am rejecting this response because:
  
  
  I
  provided supporting documentation for my claim, however Hook provided no
  documentation in their response. 

  
  Can Hook provide details on when the conversations occurred, who spoke with
  who, and what documentation was completed as a result of these conversations
  that communicated going over the labor costs for the project as a result of
  doing incremental work that was not part of the initial quote.

  
  I
  had the courtesy of asking for quotes for extra work during the project, which
  they provided, and I am attaching to this response.

  
  Is
  the standard for the BBB to allow vendors to offer no supporting documentation
  in their responses to complaints?

  
  

  

  Business Response

  Date: 02/09/2023

  I spoke with every employee that worked on your project.  Each employee told me that there were discussions with you and your wife either in the morning or at the end of each day in regards to the project and any extras that needed to be added to the project that was not listed on the Original Proposal which I have attached.  The employees stated that when an extra project needed to be completed, either one of you gave the ok and never once asked for a cost breakdown.  My employees were told to just make it right and get the project completed, so we don't have problems in the future with the bathroom.  I do not have dates, times or who spoke to who in regards to the daily conversations.  I know that most of the discussions were either with Devin (Project Manager) or Andrew or Eric.  My employees felt like there was not good communications between the husband and the wife in regards to the project.  My question to the homeowner is:  The additional items listed on the Final Invoice, were they completed by Hook Home Maintenance along with the Original Proposal?  If so, why do you feel you should have to pay for them?  Again, we kept all Labor & Materials within the Original Proposal and did not charge you one cent over the Original Proposal including the additional projects that had to be done to complete the project correctly.  As stated on the Original Project Proposal: (See Attachment)

  This Project Proposal for Labor & Materials is subject to change upon changes and/or additions made to the Projects listed on this Project Proposal Form. Hook Home Maintenance does not provide sales receipts or an itemized list of materials purchased from its suppliers for the Projects completed on their Invoices.

  The work was completed and the materials were purchased to complete those projects.  We feel that the Final Invoice should be paid in full by the homeowner.  This going back and forth saying he said she said is not getting us anywhere.  We are a fair business and bend over backwards for our customers to make them happy.