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:01/30/2025

  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.

  I contracted Bon Ton Builders in 2023 to build a new home and opted to upgrade appliances. I was assured that purchasing through ******* provided a discount with no markup, as they had special pricing and included installation. On September 7, 2023, I was quoted $1,141.00 for the cooktop, higher than the original $1,040.25 quote. I later discovered Bon Ton purchased it on August 8, 2023, for $1,034.51before informing me of the price increase. Despite their assurances of no markup, Bon Ton has refused to address the overcharge. This is part of a broader pattern. Initially, I was assured my home could be built for a set price, but two weeks later, I was told I had to reduce the homes size due to weekly pricing updates, which were never disclosed. Additionally, ******* refused to provide sub-contractor invoices. For instance, when I requested a garage door opener upgrade, I was quoted $1,213, far higher than $725 quoted elsewhere. After questioning this, the price was reduced to $822, but Bon Ton still refused to provide the original estimate. Now, I am facing warranty issues: 1. Cooktop Repair Denial The builders warranty lasted until January 11, 2025, yet ******* denied my claim because the manufacturers warranty expired on August 8, 2024. ******* initially accepted responsibility by sending a repairman, but now refuses to honor the warranty. 2. Water Pressure Issue Bon Ton states the well pump is fine, but 2 independent well companies determined the installed pump was inadequate. Despite a two-year warranty, ******* initially denied the claim, now under dispute. I request: 1. Copies of all sub-contractor invoices and receipts for transparency. 2. Acknowledgment of liability for the incorrect well pump and approval to hire a qualified professional. 3. Resolution of the cooktop issue, including reimbursement of the overcharge and confirmation of repair or replacement. Please address these concerns promptly.

  Business Response

  Date: 02/28/2025

  Please see attachment.

  Customer Answer

  Date: 02/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I do not completely agree I will accept it.  I have attempted to work with the warranty company and their dispute resolution team, however it is clear that they just side with the builder and want me to pay $750 to go to arbitration. 
  
  Regards,
  
  ******* *****