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Business Profile

Construction Services

La Villa Luxe LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for La Villa Luxe LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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La Villa Luxe LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/24/2024

      Type:Service or Repair Issues
      Status:
      UnresolvedMore 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.
      La Ville Luxe was hired to paint the exterior of our home which included replacing bad wood & scraping/sanding where needed. They were also to remodel 3 bathrooms. We were told the work would take 2 weeks to complete with the first day on the job being 4/22/24. It is now 10/24/24 and the work is still not complete over 6 months later. They worked on and off at our home from 4/22 - 5/30. 5/30 being the last day on site. I say on and off because there were days with 1 guy on site, days no one showed up, days where guys left since Zach did not pay them which Zach had the audacity to ask me for more money so ‘he could pay his guys for their work’. Fortunately, I realized what I was dealing with and refused. We continued to get excuses and found him dishonest. VP of ops performed a walkthrough of the home on 5/24 and was very disappointed with the shoddy work, terrible cleanup, etc. This was to be a final walkthrough as we went over everything to be finished, which Keith said it would all be completed by end of the day (this was a Friday). It was not-the 2 guys that were working left without saying a word and were not seen again. Things were in shambles when they left. It took 2 days to get someone to respond. A different crew came out on Monday (5/27) and as previously stated the last day on the job was 5/30. When they left, they said they would be back when the frameless shower for the basement came in and they were to also order a new sink top since they ruined the existing one in the basement bathroom. Once those items were in, they would come back, install them and also complete/fix all of the other shoddy, non-professional work that had been done. We checked on the status on 6/4 and again on 6/26 and heard nothing. Zach, nor anyone from his company, reached out or contacted us after 5/30!
      Our issues with this company are too numerous to put in this complaint which only allows for 2000 characters but am happy to provide additional details. Thanks

      Business Response

      Date: 10/28/2024

      “La Villa Luxe is very distressed to have learned of this continuing complaint. We care a great deal about our customer service and always work hard to ensure every one of our customers are very happy with our services. In fact, our customers are extremely happy and the overwhelmingly positive reviews we have received are proof that we work hard to ensure our customer satisfaction.  However, in this particular circumstance we have went above and beyond to try to resolve this customer’s complaint without success and we sincerely dispute the allegations made by them and do not feel La Villa Luxe did anything wrong or improper.”
      This is to summarize the circumstances of this inaccurate claim.
      - The clients then started to ask to cancel the agreement with La Villa Luxe as they seem don't have the money or can pay the remaining balance of the total agreements Plus the cost of any special material.
      - La Villa Luxe will reserve the right now to peruse this matter in court to defend it's clean reputation from such false claims.
      *** ALL correspondence between La Villa Luxe, Clients and the insurance company are documented for proof and shall be used in the court of law.

      Customer Answer

      Date: 10/29/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.




      In response to the ridiculous response from LaVilla Luxe, in short, we reject the response for many reasons, including the assertion that we do not have the money to pay for the renovations.  We have the money for the renovations and WERE more than willing to pay the remaining balance IF the project had been completed and completed properly.  None of the items in the complaint were address, including the fact that they disappeared, and we did not hear from anyone within the company since 5/30 and work is not complete and much of it needs corrected/ re-done.  
      As of today (10/29):
      The 2-week project has taken over 6 months and is still not done
      No work has been done since 5/30 which is when the last day anyone from his company was on site
      Nobody from the company, including the owner, had contacted us since 5/30 despite our documented attempts previously mentioned in our original complaint
      I should also note we sent a certified letter on 9/18 which was signed for 9/24 basically stating we have not heard from them since 5/30, and we are assuming they have walked away from the job.  On 9/25, the new office manager, who is no longer with the company called us to tell us they got the letter.  
      Despite our hesitation we agreed to allow Zach to come to our home on 10/23 and discuss what happened and come up with a solution.  During the meeting, it was obvious he did not want to make things right as he was back to trying to revise history (like his response to our complaint), change and distort facts, and never offered an apology until I brought it up.  He also didn’t offer any ‘fixes’ other than to claim he now has a crew that can complete the work. When asked why no one from his company reached out to us nor responded to our attempts to reach them he stated “ to be honest he had much bigger projects going on”.  I do believe that he cared so little about our project, but I also have heard his entire staff left because of how he was doing business. 
      During our meeting on 10/23, he claimed he would send a new employee out to the house to complete/fix the job.  As you can imagine, we are hesitant to allow this company back into our home as I do not trust the owner.  We asked him to send us his proposed solution, including a list of what all will be completed/fixed that was discussed on 10/23 as well as a revised invoice as he owes us money for supplies, we purchased that we were not suppose to have to purchase.  Within this proposal we also asked to include any discount offered due to all of the issues incurred over the 6+ months.  We told him then we would decide which direction we would go.  He said he would get this to us by the end of the week which would have been 10/25.  We received nothing!  After this meeting we discoved additional information about his business practices that confirmed that we should not trust him and we do not want him in our home.  We also found out that the employee he said he was going to send to our home:
      was not paid by the owner for his last paycheck – so we could potentially end up in the situation we were in back in April/May with the crew not showing up due to not being paid.
      he also does not speak English so how would we be able to communicate with him here if he is by himself (as we were told he would be on site by himself) without someone to help with the communication to ensure we are on the same page and not continue with the same 
      issues that have plagued this 2 week project for 6+ months.  
      As stated, we have the money to pay for the project, but I don’t think we should have to pay the remainder of the balance as:
      After 6+ months the work is still not complete.
      I don’t trust him nor the competence of his crew and therefore do not want them in my home.
       The walkthrough of the work to be done was performed by his VP of Operations on 5/24.  Last day on site was 5/30 in which the company was made aware again of what is not completed &/or properly completed.
        Within the contract it states “Contractor wants Homeowner(s) to be happy with the result of the Project.  In the event of a dispute as to the quality or completeness of work, on in the event of discovery of a defect in the work, Homeowners agree to provide contractor 30 days to correct the matter’.  – Again, it has been 5 months since 5/24 or 5/30, which every date you want to use, which voids the contract.  
       We simply want to cut ties and move forward with another company that is honest, trustworthy and competent.  
      Any help would be greatly appreciated.  Again, I know there are other customers in a similar boat as us so this is a pattern of how he does business.,

      Regards,


      ***** ******

      Business Response

      Date: 11/18/2024

      La Villa luxe believes that the client is attempting to move emotions towards them to avoid paying what they are owing.

      La Villa Luxe contract is very clear and binding and clearly stating that Any delayed payments will result in delayed work, and besides the down payment, the clients paid nothing.

      In addition, the clients requested many upgrades (where we have proof of it) and we sent invoices for it to be paid (or pay at least a portion) and they did not.

      Changing orders by clients will obviously result in changing plans and accordingly extend working time.

      La villa Luxe has a (signed) document by the client stating a punch list for the final walkthrough of minor touch ups and adjustments that the majority of it was already done.

      Additionally, La villa Luxe has a voice recording with the consent of the clients where they are stating minor paint touchups and a repair to a shower door. This recording was made on the last meeting with the clients to insure they would not change their statements as they are doing right now.

      All the above mentioned documents and recordings will be used in the court of law against the clients on the case they continue refusing to pay, in addition to sending them to collections and having a mechanical lien on their property as a last resort on the case they don't fulfill the agreement and/or void it from their side without a valid reason.

      The Agreement "IS" clear, the work done is documented, the walk through punch list is also documented in both writing and on voice recording.

      The clients are simply trying to intimidate La Villa Luxe with any possible way to avoid paying (which what we have stated in the first response is the reason why).

      It is unfortunate that this situation is coming to this point, although, La villa Luxe would still and always be open to any reasonable solutions as we thrive on customer satisfaction.

      Thanks and best regards..

      La Villa Luxe Staff.

      Customer Answer

      Date: 11/20/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      You can close this out and please post all my comments/responses to serve as a warning to other which
      is ultimately my goal of reaching out to the BBB. Our complaint is also with the Attorney General’s office
      and from what I hear there are other cases as well.

      I do want to respond to the owner’s 2 nd response which AGAIN does not address any of the issues or
      factual comments I have previously mentioned. If you notice, his first response was almost word for word
      what he said in response to another complaint of the poor workmanship posted to this site – he seems to
      have a template he uses for complaints.

      1) We did not request many upgrades. What actually happened is when we discussed the scope of
      work and agreed to move forward with the company, he then tried stating work that we
      DISCUSSED IN GREAT DETAIL which would be included in the agreed upon price was not
      included. There were many instances of this. Matter of fact, for some of these things I have
      documented proof of and when I showed it to his crew, they couldn’t believe it.

      2) Voice recording – funny he mentions this. The reason why he made a recording is because I told
      him I was recording our conversation because I don’t trust nor believe anything he says. After I
      said that and hit record, he said he was going to record the conversation also. In the recording
      he mentions how we didn’t hear from him since 5/30, and no one had been to our house to finish
      the work since 5/24 ‘because he had much bigger clients.

      3) The walkthrough punch list – yes. We did a walkthrough with his VP of operations on 5/24, and
      he could not believe how much was left to be done, and he couldn’t believe how poor some of the
      workmanship was. Again, nothing was done with this punch list. NO ONE FROM HIS
      COMPANY CAME BACK NOR REACHED OUT.

      4) He mentions delayed payments would result in delayed work – that is ridiculous as we paid him a
      little more than 1/3 rd up front and the rest was to be paid upon completion which it is not complete.
      Matter of fact since the project was to take 2 weeks, he specifically said we would not owe
      anything else until the project was completed. He did try on 5/10 (thinking we were naive) to get
      more money from us when his crew walked off the job since he hadn’t been paying them.

      Thenkfully we had experienced enough of this type of stuff with the owner and saw where this
      was heading and told him we would not be sending him more money until the job was completed,
      as per the contract (thankfully). Thant was the last I heard of that so again, he is revising history
      and distorting the facts.

      5) The owner is acting like he is willing to rectify the situation in his last response. As stated in my
      prior communications to the BBB, he was to send us his proposed solution by 10/25 for us to
      decide if we trusted him and his company enough to invite them back into our home after the
      fiasco we had already endured to date. As of today (11/18) he has yet to send us his proposal
      The fact of the matter is that it is now 11/18 of a 2-week project that started 4/22. He and his workers
      (which have left the company from what I hear) were not seen (since 5/24) or heard from since 5/30 –
      work is not complete and MUCH of the work is what a first time DIY’er would do at best.

      Zach mentions only minor paint touch ups and fixing a shower door is all that is left to do, which is not at
      all accurate and he knows it. The issues are in writing and on the recording. Here is just a small sample
      of the poor/outstanding work (there is more):

      MASTER BATHROOM:
      - The tile grout in shower is 2 different colors.
      - Caulking in shower between wall tiles and floor tiles is messy and needs corrected. There is also
      caulking smeared on the tiles which need to be removed.
      - The edge of the shower tile is unfinished on 1 side.
      - The ceiling fan is smaller than the opening in the ceiling, therefore, the hole in the ceiling is
      visible.
      - Trim needs a second coat of paint.
      - Caulking around the floor looks horrible and needs redone.

      UPSTAIRS BATHROOM:
      - The railing of the steps was scratched and damaged during renovation. It was repainted very
      poorly, and needs sanded/repainted again.
      - The bathroom trim needs another coat of paint.
      - The ceiling needs another coat of paint.
      - The ceiling exhaust fan is loose and not flush, keeps falling partially out of the ceiling.

      BASEMENT BATHROOM:
      - shower glass in basement to be removed and replaced with frameless shower, as picked out with
      the VP of operations during the final week – what they installed they should be embarrassed
      about.
      - sink top to be replaced as it was ruined by the work crew.
      - caulking to be redone; it is very sloppy – on walls, tiles, shower glass, and shower pan
      (apparently the caulking was applied without cleaning first, as there is debris stuck in the caulking
      - The bottom of wooden bathroom doors was cut (unevenly) to allow clearance over the tile, but
      needs cut appropriately and leveled.

      OUTSIDE:
      - Painting is poorly done in some spots, and paint is missing completely in others.
      - They did not scrape the old peeling paint off in some areas before painting.

      Before they left the job and weren’t heard from again, here are just a few plumbing examples of issues
      after they claimed bathrooms were ready for use just to give a sense of the work they considered done:

      - Main bathroom door leaked for 3 days flooding the bathroom floor after every shower. They
      couldn’t figure out why – I figured it out and told them – they didn’t silicone around the bottom
      frame, which is ironic since they slopped silicone and calking everywhere else and it looks awful.
      - There was no hot water in the main shower since they installed the knobs wrong.
      - Basement toilet leaked.
      - Basement sink leaked.
      - Shower in basement is some ridiculous thing they rigged with multiple heights of the glass and
      multiple colors of the framing (which it was to be frameless anyhow). The door doesn’t stay shut
      so the water splashes out.

      Furthermore, we are owed $1229.83 for supplies we purchased which were to be included in the price of
      the renovations which we have text messages stating we would be reimbursed for. Another thing to add
      is we had to have our driveway power washed as they splashed mortar, and paint all over the driveway
      and we had to have our basement carpets cleaned since they did not cover anything and left mortar all
      through the carpet. Zach acknowledges this on the voice recording.

      Again, please post this reply as well as my other replies as a warning to others and you can close this
      case out as it is obvious the owner is not interested in being honest and based on his last reply is simply
      interested in making threats and trying to intimidate us but I have video’s and pictures of the work, and
      many text messages, not to mention the work is not done and much of what is done is done poorly after 7
      months.  

      Regards,



      ***** ******

    • Initial Complaint

      Date:08/14/2024

      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 signed the contract on 7/29/23 to have our bathroom remodeled and the leaking pipes to be replaced. The whole process took almost 2 months to complete and it looked good for a while until 05/20/24 when we noticed the same wall that had the leak in the living room was leaking again. We reached out to **** at the company who sent a plumber who came and changed the wax ring on the toilet on 06/17/24. This did not fix the leak and we called **** again who sent out the same plumber who flushed the toilet a few times and left on 08/28/24. Weve been in email contact with **** since but he has not sent anyone or come down himself and the bathroom is still leaking. We paid $21,400.00 to have the bathroom remodeled and the leak to be fixed. We would just like to have the leak fixed and the wall repaired from the water damage. Ive attached a photo of the leak from today 08/14/24 as well as the signed contract stating they would remodel the bathroom and fix the plumbing.

      Business Response

      Date: 10/04/2024

      The issue with the client has been resolved and he was taken care of.

      Customer Answer

      Date: 10/04/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      We submitted a complaint on the BBB website under complaint #******** with reference number 68490199ED085. We have been in contact with La Villa Luxe and they have sent over some workers to complete the repairs. The first was ***** at Bulldog Plumbing who was great. He cut a small hole in the living room ceiling and was able to see a leak coming from the toilet area. He said that the original plumber had incorrectly set up the ****** and that was causing the leak. He couldnt remove and reuse the old ****** due to the excessive amount of glue used to hold it in place, so he put on a larger ****** over the old one and into the pipe. With this seemingly taken care of, we contacted **** and he sent out a crew to finish the wall repair. Due to the troubles weve had with this entire process, we decided to put up a few sheets of paper by the hole in the wall, if the paper had no watermarks on it by the time the crew came, we would know that the leak was fixed. That was not the case. We contacted **** again to let him know of the continuing leak and the crew came and removed all of the original piping that they had put in. They attempted to patch the wall that day but since we didnt trust their work, we asked them to hold off and patch later. We did the same process of putting up some more paper but the leak appears to be fixed now. They did come a week later to patch the wall and reset the toilet. Ive enclosed pictures of their repairs. We feel these repairs arent great. The caulking is seemingly thrown on there excessively and not done well, and the patchwork was not sanded or painted over either. We would like to close the complaint but keep it on the website. If the photos of the repairs could be added to the complaint, that would be perfect. 

       
      Regards,

      ******* *******

    • Initial Complaint

      Date:01/05/2024

      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.
      6/28/23 My fiancé and I gave our contractor 15000 to start a project on our house. We had been using our homeowners insurance since the damage was from a burst pipe.
      Zack (the owner of the business) seemed like he was on our side but started doing shady things. His estimate was too high but he convinced us that he was the only one willing to help. Which at the time was kind of true since we couldn't get any other contractors since we had a big project, going through insurance and live in the middle of nowhere.
      The pipe burst last Dec and we've been trying to get it done since then. Zack wanted to use higher grade material than what our insurance would cover and defraud them that way.
      We've never done this before and I believe we got scammed by this guy and his "company."
      He says it's fraud if he gives us back the 15k. He doesn't know that we found another company and allstate already sent them a check to start. We need the 15k for the rest of the house to give that company. They are starting this Monday.
      I don't know where to go from here. Please help. He even had us put down more than 10percent as the contract says. He also cashed the check the 1st day and didn't wait 3 days. Also used an apostrophe instead of a comma in the price estimate. Says we would owe him 33k if we cancel. He hasn't done any work or bought materials. Always claiming fraud whenever I ask for the money back.

      Business Response

      Date: 01/07/2024

      “La Villa Luxe is very distressed to have learned of this continuing complaint. We care a great deal about our customer service and always work hard to ensure every one of our customers are very happy with our services. In fact, our customers are extremely happy and the overwhelmingly positive reviews we have received are proof that we work hard to ensure our customer satisfaction.  However, in this particular circumstance we have went above and beyond to try to resolve this customer’s complaint without success and we sincerely dispute the allegations made by them and do not feel La Villa Luxe did anything wrong or improper.”

      This is to summarize the circumstances of this inaccurate claim.

      - The clients had a water damage since December of 2021 and filed a claim with their insurance company.

      - The insurance company did not respond for months and neglected the clients claim.

      - La Villa Luxe was approached by the clients late April of 2022 where they stated they were living in their damaged home with no tangible response from the insurance company since they've filed the claim and specially that no other contractors were willing to travel that far where the clients live.

      - The damages were inspected and documented by La Villa Luxe, a report was made along with estimate to repair the damaged house and then presented by the clients in correspondence with La Villa Luxe to the insurance company.

      - La Villa Luxe has lead the claim with the clients and pushed the insurance company to finally respond and issue an approval of the amount needed to be paid to La Villa Luxe according to the estimate and indeed the insurance company sent the payment to the clients.

      - La Villa Luxe created an agreement according to the estimate and where the clients agreed and signed it.

      - The clients paid "portion" of the down payment of the amount $15000 so their project would be put on schedule of La Villa Luxe.

      - The clients stated that they have spent the payment issued by the insurance company on buying a new truck and cover other expenses and that is why they only had left the "portion" of the down payment that they have paid.

      - La Villa Luxe made an exception to approve putting the clients on the schedule to help the clients with their situation, however, with the verbal condition that they'd pay the remaining of the down payment once they receive the second payment from the insurance company. 

      - The clients started sending "documented" messages that the insurance company is giving them hard time in sending them the second payment (Which goes against what they've claimed above of hiring another company) simply because the insurance laws dictates that the insurance companies CAN NOT push any GC on their clients and in addition, the clients didn't have the money as they've spent it already on personal expenses and not the repairs.

      - The clients then started to ask to cancel the agreement with La Villa Luxe as they don't have the money from the insurance anymore nor can pay the cancelation fees of %35 of the total agreement Plus the cost of any special material.

      - La Villa Luxe advised that what the clients did would fall under insurance fraud and La Villa Luxe CAN NOT and WILL NOT be involved in such crimes.

      - La Villa Luxe will reserve the right now to peruse this matter in court to defend it's clean reputation from such false claims.

      *** ALL correspondence between La Villa Luxe, Clients and the insurance company are documented for proof and shall be used in the court of law.

      Customer Answer

      Date: 01/10/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



      ******* *******

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