Complaints

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• Initial Complaint

  Date:06/30/2023

  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.

  We hired *** ******* ********** to remodel our basement in November of 2022. Originally we were quoted $26,000 for the basement remodel. Throughout the process, *** ********** gave us more options, increasing the amount owed upon completion. Some of these additions, such as the lathe/trim, were added to cover their errors. After installing roughly 15 feet of lathe, they invited my wife and I to take a look, and we expressed our concern about it looking too rustic. He charged us an additional $1000 for this trim (which we ended up not liking due to poor craftsmanship, but still agreed to still pay), and another $2000 for the two countertops/bars. Our contract was never updated to include these additions. Appendix A. *** ********** caused ongoing damage to our HVAC unit and ducts. We have included letters from our HVAC repair company, citing the excessive drywall dust as the reason for our HVAC unit to repeatedly shut down. He arrived and began using an electric sander to sand the drywall; he did not have a vacuum or bag hooked up to the sander. We incurred thousands in repairs. See Appendix B. After he was finished sanding, spackling, and painting, we took lights down into the basement the next morning to get a better look, and showed him areas of drywall that looked terrible and needed to be sanded or respackled. *** ********** got frustrated, saying he really didn’t want to do any more because he was "really sick of it.” Appendix C. The original expected remodel end date reflected on the contract is December 1, 2022, while our carpet was initially scheduled to be installed on March 22, 2023. He was aware of the installation date well in advance, and we kindly asked him to keep the work area and floors clean for installation. This didn’t happen and we incurred additional costs, because the installer was unable to do work, due to “drywall dust covering the floor.” *** ********** told me he was upset with us for not waiting to put in carpet, because it’s easier to work. Documentation from both the business and the installer attached. All of the remaining wall paint and primer used were purchased by us (upwards of $500). When he decided he was finished with our basement, he took that with him. In addition, he used a sprayer to paint the walls and ceiling, and the amount of overspray was excessive, falling onto the trim into our kitchen. The paint was applied over unsanded spackle and directly on top of spackle tape. Se Appendix D. *** ********** stopped showing up for work the first week in April, and stopped responding to our calls and texts–which were many because we had already paid him $30,000 in full. Of course we were upset about this, as it took a teacher and a blue-collar worker a full ten years to save for this! There was no hostile environment, just one that demanded the work that was paid for. About two weeks passed, and *** ********** and his wife willingly came to my home to work something out. We all ended up agreeing that he would repay $15,000 over the next few months (please see attached contract we drew up). Two days later, we received a letter from his attorney stating that they rescinded. I would also like to break down for you the items in the contract that were not completed: -Custom shelving along walls in 5 different areas (18 shelves ranging from 5 ft. to 8 ft.) -Ceilings and drywall not done to completion -Lighting & screen installation -Electricity installation -Snack bar countertop & shelving - fabrication & installation -Bar countertop & base (in seating area) - fab & installation -Sump pump purchase & installation -Door knobs, light switches,  & outlet installation We have since gotten estimates from professional contractors to have the work completed that *** ********** was already paid to do. You will see that the cost for the remaining tasks far exceeds the estimate *** **********’s lawyer made with only a photo.

  Business Response

  Date: 07/19/2023

  To who it may concern 
  This is in response to the letter MRM Home Improvements has received from your office  concerning **. and **** ******** and their claims being made .
  In the attached documents that I’ve already provided to the Attorney General’s Office which **. and **** ******** have previously contacted in regards to this same matter .
  Plus the letter that was sent to them from my lawyer , as well as the cancelled checks that were written to the business.
  All of these documents will explain everything in full detail . 
  
  I am also giving you the number +1 (**** ******** to ***** ****** the Attorney General as well as his email *******@***************.*** as he would like to speak to you as well about this matter .
  I have responded to him and made a settlement offer from not only my attorney but with *** ******* office and you are now the second office that *** ******** had reached out too to seek assistance from .
  Please review all of the documents and review all the cancelled checks and letters that have been sent to not only the ********’s but to the Attorney General’s office as well . 
  Thank you for your time and attention to this matter .
  Sincerely 
  MRM Home Improvements Llc
  ******* **********
  
  below you may find a copy of statement made to attorney general 
  
  Mr. Attorney General
  Thank you for taking the time to review my letter to you and for reaching out to me about the issue involving ** . And **** ********.
  Just a follow up to our last conversation MRM Home Improvement is more than willing to still offer the ********’s the same offer as in the letter the we had sent to then previously . This included the trim work performed but not paid for in the amount of $2500 for materials and labor agreed upon and offered to refund them an additional amount of $2700 , this would be a total of $5200. The money owed which was $2500 and the additional $2700.
  Please let me know when this may be settled so we can set up an approximate date to get closure in this matter .
  Again thank you for reaching out to me and taking the time out of your day to help settle this matter.
  
  Sincerely 
  ******* **********
  MRM Home Improvements
  
  Also below this you will find my businesses response to the ******** 
  **** and ****** ********
  *** ******* *****
  Blandon, PA *****
  Re:MRM Home Improvements LLC Contract
  Dear **. and **** ********:
  I am reaching out to you regarding the work I have been performing at your residence.
  After the encounter of
  4/11/23 and stopping in to speak with ****** on 4/13/23 I feel that it has created a hostile work environment and I will be unable to finish the job to your satisfaction.
  After receiving approval of the work that was finished and the trim work installed you changed your mind and wanted different trim which cost $700 more than the trim installed, and I am still owed $2500 for the original work.
  In addition, your premature installation of the carpeting makes it difficult to re-spackle and repaint or redo the trim,including those areas damaged by the carpet company, without damaging the carpeting, which is why I asked you for a waiver, which you refused.
  Also, your
  husband approved everything at each stage of the construction--now is asking for more work--drywalling the laundry room and installing shelving, which is item 20 on his punch list.
  In order to part ways in an amicable manner, I will not ask for the $2500 owed for the trim install, give you the wood for the shelving, and return you a 10% credit or S2700.00 so you can finish the uncompleted items to your satisfaction. Of course, my attorney will need a complete release from the contract as consideration for the $2500.00.
  Please let me know if this is acceptable.
  Very truly yours,
  MRM Home Improvements LLC
  
  

  Customer Answer

  Date: 08/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  We paid *** ********** $30,000 to perform specific tasks listed in the contract that we both signed. He didn't complete those tasks, so this is very cut and dry.

  We aren't trying to be unfair; we just want the work completed that we paid for. To date, we have no electricity, sump pump, water access, secure/finished walls, lighting, to name just a few. How is it legal that he take money, but not complete what was listed on the contract? Plus, he caused damage to our kitchen with overspray, in addition to thousands in HVAC bills (documents included in prev response). I do not want any extra work completed, just what was listed in the contract.

  *** ********** has established a pattern of behavior where he doesnt take responsibility for his actions. It took me 10 years as a public school teacher to save that $30k, and now I'm left with estimates upwards of $25,000 to complete (and fix) the job that we've already paid *** ********** for. (Included in initial response). 

  In response to the hostile environment, yes I was angry. Wouldn't you be if a contractor took your money, didn't complete the job even half way, cost you additional thousands of dollars, then ghosted you for two weeks, not showing uo for work or answering calls? This may have made him uncomfortable, but I never threatened, slandered, or said anything but the truth to make him uncomfortable. Please consider helping us put an end to this nonsense. Thank you.
  
  Regards,
  
  **** ********