Complaints

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• Initial Complaint

  Date:10/06/2023

  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.

  Holland Construction bid to remodel our bathroom for $13,765 and provided a payment schedule ($8,000 up from, $3,000 TBD and $2,765 upon job completion and sign off). Justin worked a half day on 9/26/23, where he received the $8,000 deposit, and a full day on 9/26/23. He was at our house for 1 1/2 days and tiled a 66 square foot shower (approx. cost should be $1,750 for this tile job-but he did not itemize his invoice, which should've been a red flag). He then asked for $3,000 more on 10/1 in order to start the drywall on 10/2. I said I was not comfortable with paying nearly 80% of the cost when only 20% of the bathroom was finished. We agreed on the phone the evening on 10/1 that he would do the drywall, tile the floor and install a pocket door to receive the next $3k. Justin text early on 10/2 that he wouldn't be coming and would come on Friday 10/6. On the night of 10/5, he said he was not moving forward with the project until we figured out the cost of deducting a cabinet from our quote and that he wouldn't proceed with the job. My husband spoke to him early in the AM on 10/6, where he proceeded to tell us that his tile job was well worth $8k and he's no longer working for us. He essentially stole $8k from us, lied to our face about finishing the job and then blocked my number. We have a bathroom that is 20% complete and are out $8,000. Keep in mind- we purchased all tiling materials, did the electricity and plumbing ourselves. Justin did NOTHING but slap tile in our shower, and did quite a crappy job of it at that. The tiles aren't flush and the grout is missing in several places. I think he quit the job when I told him I wasn't giving him the additional $3k until a few more items had been completed. He lied all week saying he would show for drywall and then "quit." The nature of the dispute is theft and theft by deception. My husband is a Navy warfare veteran, so this company screwed a veteran. We have 3 kids (5, 2 1/2 and 12 week old) & no bathroom.

  Business Response

  Date: 10/26/2023

  We started work at the customers residence on the 25 th of September 2023 for a bathroom renovation.
  The agreed contract amount was $13,765, broken into 3 payments. The first payment was received in
  the form of a check in the amount of $8000, on the first day of the project. We completed
  approximately 60% of the work quoted on 9/25, 9/26, 9/27, and 9/28. We had 663 text messages with
  the customer from 1 cell phone dating back to March 22, 2023. This occurred many times outside of
  business hours along with nights and weekends to go over details of the project. We were involved in all
  the decision making, down to the color of the light switch covers. We went over the shower tile design
  with the customer and explained different options as far as the layout and placement for shelf and
  niche. We were very patient with this process and listened to their wish list and delivered to the best of
  our ability.

  
  We agreed to let the customer’s father do the plumbing and electrical to help keep the cost of the
  project down. We also let the customer purchase tile under our account which netted them savings of
  $574. The customer’s father began to doubt and question our methods and process of work, making it a
  very difficult work environment. This is when we notified the customer that we needed to have a
  meeting and determined how to proceed with the project.

  
  The customer never expressed any dissatisfaction with the work until 8 days after work had begun and
  issues started to arise with the customer’s father. It is at this point that things began to go South
  quickly. The customer breached our contract by going to see my cabinet sub-contractor about hiring
  him to do a portion of the project that was in my scope of work.

  
  As previously stated, we had completed 60% of our original contract which was the first payment of
  $8000 paid on 9/25, which the customer admitted to paying in the form of a check. Sixteen days later
  the customer unilaterally and fraudulently reported her check for $8000 to us, which she acknowledges
  as tendering payment in several complaints. She claimed this check to be a forged document to her
  bank and was reimbursed without consent the full payment from our account. Therefore, we no longer
  have any payment for the services completed and materials purchased. We were never given a chance
  to complete the project and absolutely did not “verbally quit” as stated by the customer.

  
  This situation has created a large amount of stress on our business and family. We pride ourselves on
  having great relationships with our customers and the community. We have 20+ local businesses that
  will vouch for our character and refer business to our company. One example of this would be that each
  year we sponsor a youth baseball team, and this year they won the Championship, we are so proud of
  them.

  
  We did a project approximately 5 years ago and they were pleased with our work. We pride ourselves
  on being honest and going above and beyond the customers’ expectations. With the amount of time
  and effort we put in with the customers, we were completely blindsided by their theft of services and
  false accusations.