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:03/09/2023

  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.

  Touchstone agreed to do a complete kitchen remodel. The initial start date was supposed to be mid-July of 2021. Due to delays in getting the cabinets, the project did not actually start until October 18, 2021. It was estimated to be a 6 to 8 week project. The project was not completed until November of 2022. Shortly after making the final payment, it was noted that the interlocking flooring tiles were separating. In December they sent someone out to fix them, but then additional problems were discovered. Attempts to get these resolved have resulted in no response. As part of this project, the main electric service panel was replaced. Prior to the replacement there were three separate outdoor circuits, mainly for Christmas decorations. When a rain storm caused my decorations to go out, I realized that all of the outdoor outlets were on a single circuit. If I had not moved to almost all LED lights, the circuit would have been overloaded and either nothing would have worked or it would have started a fire. Once again, I contacted Touchstone to see if they could assist in getting this corrected and keep being told I would hear from them next week. After 4 weeks, I no longer really expect to hear anything. The installation of the flooring has been a disaster and the electrician they used would most likely not pass an inspection.

  

  Business Response

  Date: 04/20/2023

  I met with the ********** on April 5, 2023 to review the complaint. The electrical issue mentioned and the breakers that failed the inspection April 17, 2023 because the code has recently changed will be corrected by our company. The floor repair will also be completed once we have received the additional floor tile required.
  
  We will update you once these items have been completed.
  
  Thank you,
  *******************

  

  Business Response

  Date: 10/26/2023

  
  I wanted to let you know all of the work has been completed to the homeowners satisfaction.