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:10/14/2023

  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.

  We hired Drywall Medics to overlay drywall on our ceilings and walls. We paid them a total of $14,080.00. We had to pay them the final payment when they said the job was completed, which we did. On August 28 we called them to let them know the ceiling had dried and looked really bad. They came on August 29 and did some repair work on the ceiling and some work on the walls. On August 30 we called them again to tell them the ceiling looked worse than before. We were told no one was available until Tuesday, September 5 due to the holiday. In the meantime, the owner contacted us. He came out and talked to my husband and look things over. He agreed the work done was poor. Many areas need work such as more mud in the joints and sanding in other areas. They also left a lot of messes. We expected dust but not blobs of mud on the carpet and cabinets. On September 5th and 6th they came and redid the ceiling for the third time and sanded and mudded walls where it was needed. Our painter came September 7 to prime the walls as Drywall Medics requested. They said they would come back and do punch out, which means they would fix what showed up after the walls were primed. After the walls were primed many problems showed up again. After she put color on the walls things really looked bad. At this point, we decided to have the painter fix any problems areas. We would like compensated for the extra repair work the painter had to do on the walls, plus money for hours spent cleaning up the messes they left. We are also going to have to have the front door repainted where the paint is damaged from drywall mud and from them running in and out. I have attached a few pictures of Drywall Medics work. I have several more and can provide pictures after the painter primed and fixed if you need those.

  

  Business Response

  Date: 10/25/2023

  Good Morning, 

  Drywall medics did perform a project for said owners. The original crew that went out to install the project had some issues. Our policy is, and will always be to take care of any issues a customer has. Once we were notified of an issue, we sent out the same crew to fix the problems. Our policy is to have the original crew fix their own mistakes. upon our 8 year history and over 5000 projects installed we've found this is the best practice to teach and train. once we received the second phone call from the customer of the remaining issues, we in turn sent out one of the owners (Jason P*****) to take a look. Jason has over 25 years in this industry installing and fixing drywall. After Jason inspected the job he realized that there was validity. On the next available days we sent 2 crews out to rework all problematic areas per the homeowner's and Jason's advisement. Once we refinished all areas of concern the owners thanked us and told us they were now in a good place. Jason explained to the owners that on a project of this scope (just like new construction) that they will probably see blemishes once the primer coat of paint is applied. Jason let them know once this process happens, to call us and let us know, and we will touch those spots up before final paint. That is where this complaint loses value. That process didn't happen. based on the information from this complaint, the owner aloud a painter to finish the drywall blemishes and is trying to bill us for unforeseen work that was perhaps completed. Also, the painters used electric sanders on our work before we had the original and secondary issues. This is not a preferred practice for professional drywall work.  Without seeing the issues we cannot warrant the paying of the painters for said work. As previously stated our goal and focus is to make every customer happy and per our reviews, and reputation we have a great record of making that happen. 

  The cleaning side of this complaint is also a issue for discussion. We use drop cloths, plastic, shop vacs, and numerous other practices to help with the dust and debris associated  to this type of work. unfortunately it sounds like these measures were not enough to fulfil the owners specifications. however if exact issues were brought up to us during the process, or after, we absolutely would've taken care of any problem. However without the communication it is impossible to do so. To receive a bill for the cleaning without knowledge of any issue is not a valid practice that we can refund or pay for.   

  Customer Answer

  Date: 10/29/2023

  I am rejecting this response because: In regards to their policy of having the same crew fix problems that are found, they had "fixed" several areas 3 times or more.  It became obvious to us at that point they weren't capable of fixing the issues we had throughout  our house.  After they had finished fixing the kitchen ceiling the third time we never said we were in a good place.  My husband's reply was "we will see what it looks like after it dries."  We did not expect things to be perfect, but we didn't expect such poor quality work.  The painter, who's drywall crew did the repair work, at no time used an electric sander.  She and her drywall crew used the same sanding blocks we saw Drywall Medics using.  It should also be noted that the painter's drywall crew didn't come until after  Drywall Medics said they were done.  We have plenty more pictures of their work.  I will attach some more of them to this reply.

  As far as the clean up problems go, yes, they used drop cloths, they were dirty drop cloths that they shook out before they brought them in the house.  There was dried clumps of drywall mud on them.  We were told when Doug gave us the estimate that they would put paper down over our carpet and tarps over that.  That never happened.  Jason P***** addressed the messes left by his crew when he came to inspect their work and acknowledged it was bad and said he is big on cleanup.  We even found a piece of drywall and paper of some sort in one of our registers.  If it had been covered, it shouldn't have got in there.

  When my husband talked to Jason, one thing he mentioned is that we rushed them.  They started the job on August 8, which was one day late due to two employees calling in the day they were supposed to start.  They were last here fixing areas and doing what they called clean up on September 6.  At no time did we rush them.  He is also now stating we had furniture in the way, which kept them from doing a good job.  We also have pictures of the empty rooms.   There was a dining room table in the living room, which they moved to the other side of the room when they needed to work in that area.  There was a desk in the family room.  They were going to move it, but realized how heavy it was and said it can sit there, it will be fine.  We would have moved both pieces of furniture had they asked us to.  He is also saying it's in our contract that they will come do punch out after the walls are primed.  We re-read the contract and that is nowhere in the contract.  

  We still feel entitled to the work our painter and her drywall crew did.  This was supposed to be a 2 week job that ended up taking Drywall Medics 5 weeks to do and was still sloppy work. We also feel entitled to compensation for the hours we have spent cleaning up drywall mud blobs off of windows, window sills and our carpet, which will probably have to end up being replaced.  We were very upfront with them that we planned on keeping the carpet.  We also will have to have our front door repainted due to their negligence, so we feel they should cover that cost as well.

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