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:05/30/2023

  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.

  I am a senior citizen. On April 19 2022 I hired ********************* to do a full kitchen addition and kitchen remodel for $50,000.00. He asked for half up front ( which I just found out is not legal ) I wrote him a check for $25,000.00 on April 19 2022. Didnt start the job until July 2022. Never purchased any materials upfront. kept asking for money he has a total of $38,500.00 currently. my house is destroyed , Addition not on the house correctly. also destroyed my brand new rain gutters and destroyed my deck. all electric done wrong and plumbing. walls not correct and level etc.. He has done everything wrong. I have been living with no kitchen for at least 3 months . floor is caving in on addition as well. I need the whole project redone correctly. He walked off the job My house is destroyed and I want my $38,500.00 back so I can have my job done correctly. Totally taken advantage of as a senior citizen living alone.

  Business Response

  Date: 06/23/2023

  June 9, 2023

  Dear **** *****:

  I'm in receipt of your letter dated, June 2, 2023, In RE: a consumer complaint that was filed against my company, Gillette Home Improvements by
  ****** ****, who resides at *** ******* **. Waverly, PA *** **. *** **** reached out to me initially for a quote for a 200 sq. ft. kitchen remodel and structural
  addition. On April 19, 2022, *** **** and I agreed on a $50,000.00 budget, with an initial deposit of $25,000.00. My work at *** ******* **. began shortly
  thereafter, beginning with removal of an existing glass sunroom. 

  As work was underway, *** **** requested a deviation from the original plans, i.e., an extension on the addition itself, which would surpass the
  door framing, thus adding an additional 66 sq. ft. to the job which is not reflected in the original proposal. This is common with any design or customer and
  flexibility is key; however, it adds additional time and money to the project.
  

  In the spirit of transparency, I initially did not pull a building permit through Wavery Borough. As a result, my work was temporarily put on hold by
  the Borough as I was required to secure architectural blueprints. Once the blueprints were complete, I presented them to the Waverly Borough representatives
  and the plans were immediately approved and my work resumed.

  Throughout the next several months, the structure was framed and built at which time Building Inspections Underwriting of PA, Inc. (hired by  Waverly Borough)- **** ******** ***. Scranton, PA ***** -visited the jobsite  periodically to inspect the structure. Ultimately, BIU of PA approved the structure  as complete, safe and sound. 

  During the building process *** **** requested an additional change  with respect to the windows and door that were initially agreed upon. The original  products were:  
  • ******** ******** Windows (2 @ $259.00 ea.),  
  • ***** *** Series Door (1 @ $489.00).  
  This is important because the framing was specifically designed for  the original specifications; and as a result, the windows and door needed to be  custom made, adding time to the project. *** **** requested the following as  upgrades:  
  • ******** Windows (2@ 438.00 ea.),  
  • ******** Door (1 @ $1343.00).  
  The new windows and doors were ordered through **** ********* - *** ** ***** **. Scranton, PA *****. The new products were received on  November 21, 2022, and were subsequently installed. The associated costs with  these changes are not reflected on the original proposal, nor have they been  collected.  

  *** **** requested "stock cabinets" in the original proposal; however,  on approximately March 9, 2023, *** **** advised me that she has reconsidered  and would like custom cabinets installed. Subsequently, *** Cabinetry - ***  ****** **. Jefferson Township, PA *****- was contacted and consulted with ***  **** and me at her residence on April 18, 2023. I received ***'s final blueprints  for the cabinets on April 21, 2023. *** advised *** **** and I that it would take  approximately seven (7) weeks for the cabinets to be delivered. As a result of the  most recent change to design, I needed to reroute plumbing and electrical  components to coincide with the new measurements, thus adding time and  additional costs.  

  Over the past 12-14 months I had a professional working relationship  with this customer, *** ****. When I received notice that she was unsatisfied and  filed a complaint with the Office of Attorney General I was surprised because she  had never expressed any dissatisfaction with me directly or to any of the outside companies, inspectors etc. that were also involved in the process. With only  approximately two (2) weeks left to full completion of the project, the complaint  filed with your office by *** **** is the first indication of any concerns raised by  *** **** related to the project.  
  

  I'd like to point out that I've officially been in business for over four ( 4) years but have been around the contracting business my entire life with my  father, who is a licensed contractor. During the time I've been in business - and  beyond - I have never received one complaint on my work. This is the first and  only complaint from *** ****. I'm still owed in excess of $12,000.00, not  counting the additional costs and upgrades that I've outlined in this letter. Based  on the detail provided in this letter with respect to the project, I respectfully  disagree with and object to *** ****'s request for her money to be refunded in full.  As stated above, the project has been completed and approved by inspectors and I  diligently satisfied *** ****'s requests along the way.  
  

  I take great pride in my work, and I've accommodated *** **** with  the original proposal and any changes that she wanted along the way. Customer  satisfaction is very important to me, this is my livelihood. I am a married man  with three (3) young children, and I have never taken advantage of any my  customers, nor *** ****.  
  I have a complete list of receipts (money in/ money out), inspection  report(s), building permits, waivers, text exchanges with *** **** and before and  after photographs that

  I'd be happy to supply on request.  
  

  Respectfully,  
  
  Gillette Home Improvements
  

  Customer Answer

  Date: 06/27/2023

  [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 everything  ** ********************** has done is incorrect and has to be redone. The entire new floor is caving in and has to be totally  removed. The windows were all put in incorrectly. All electric  installed is incorrect a fire hazard and has to be removed  Electric is not in code.All1 drywall has to be removed and redone.  ********************** never wanted to pull a permit for the job. He pulled an incorrect permit for a sounroom and not a kitchen. He destroyed  my outside  new rain gutters and bathroom window. I repeatedly asked him to finish the outside of the house and he never did. He also took half of my money up front and I recently found out is illegal. I have over 30 photos to document  the terrible work. He has also left me without a kitchen since February.He never pulled a permit for the plumbing and  hid it from the building inspector. I have documentation for  all of this as well as a professional  contractor  and electrician to  back up these claims.  The structure  is unsafe has to be redone  by someone who is professional and knows what they are doing. ********************** also took half the cost of the project in April of 25,000 00 and never started the job until July and never brought any materials to my property. I suspect  my m1oney was used at that time for personal use or other jobs  He kept asking for money and was never bringing materials here to support the project  I asked to see receipts continually  and he would never produce them. At this juncture everything  has to be totally redone and **********************  needs to compensate  me for having this job redone correctly as he is and never was qualified  to do a job like this at all. Photos of the entire disaster  available as well as what a professional contractor and electrician has also determined. I want compensation from **********************  to have all the work corrected and safe. Also there is nothing in code and the electric can cause a fire. I feel I was taken advantage of as a senior citizen  and I would hope by submitting this as well this will never happen to anyone else.in the future.
  
  Regards,
  
  ***************