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:10/14/2024

  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.

  I am seeking a fair and reasonable sum of money to complete the job. The caulk is smeared and unsightly. The business owner has ignored my request.

  Business Response

  Date: 11/13/2024

  BBB Response:
  
  Our company is a high-end professional home improvement entity.  All of our customers are highly satisfied and recommend us. 
  As per the terms of our contract that every customer signs, we offer a one year warranty on all of our work. One of the clauses is that we perform all repairs, should it be required. Up to this point, in over close to 25 years in business, we have never had any problems or call backs on our workmanship. Yes. We are that good.
  In the instance of this customer who has chosen to complain, there is more to the back story. 
  
  When our company left the job site, said customers were extremely happy with the end result, final payment was received. There were a few minor details left, however we were in the process of estimating for other jobs on same job site. It was agreed we would take care of some of the minor issues when we came back to do other work.
  We began to receive communication that the work was of poor quality, that if we didn’t come out to fix it, they would begin to talk bad about us. They then told us that they had proceeded to do the supposed repairs on their own. At that moment, in time, we were still willing to go out and take a look, but even then we were told by the customers no big deal because we would be out there soon to do the other work. A short time more passed, and we then began to receive nasty texts. They had done all of the supposed repairs, and were demanding repayment.
  
  At that moment, we chose to enforce our signed contract. At this point, there is no way to determine where our work ends, and where the customers have touched it. We left the job site with the customers highly satisfied. If there were any issues, we should have been notified before they chose to proceed to handle the issues themselves. By proceeding on their own, they chose to void their warranty. 
  
  At this point, our company has done everything correct and as per our signed agreement with these customers. We have a huge track record with other customers to prove our business quality. We have chosen to enforce our signed and approved contract, and will not provide any reimbursement. 
  
  Thank you,
  Carpentry by Design, LLC
  

  Business Response

  Date: 11/23/2024

  BBB Final Response:
  As per our last communication, our stance was quite clear. However, without totally reiterating our last response, we will clarify our decision.
  
  
  1. In our defense, we were never given the opportunity to examine our own work. We were communicated with after they supposedly found issues, and had already begun repairs. Also, even though they did so, we were still willing to come out.
  2. As per the terms of our contract that every customer signs, we offer a one year warranty on all of our work. One of the clauses is that we perform all repairs, should it be required. Up to this point, we have never had any issues from any customers, and have not had to enforce the warranty terms. 
  3. Customers then told us it wasn’t an emergency, we were given permission to come out at a later time. We were coming anyway to do other work, and could have handled any issues at that time. 
  4. We later on received a nasty communication, they had already done all the supposed repairs, and were demanding that we give them money back. 
  At this point, we are having a hard time believing the customer’s point of view. We went from being well praised, the best they had ever seen, to being threatened with badmouthing if we didn’t give them money back. We also have since heard that other tradesmen have had trouble with them. 
  
  
  There is also a trend going around with home owner builders. They don’t always handle their budget too well like professional builders, and then do these kind of things to try and get money back from work they hire out. We’re not saying that this customer falls in this category, but their brash actions definitely have caused us to wonder.   
  
  
  A similar scenario would be a mechanic’s terms of warranty. If any issues were to be found in the mechanic’s service, customers would take the car back and warranty would be honored. If the customer went elsewhere, had work done on the same repairs, the original warranty would be voided, and original mechanic wouldn’t be liable. 
  
  
  Moving forward, we will stand behind our terms that the customer agreed to in writing, and have deemed the  warranty voided by their own actions.  
  
  
  We have a very high reputation for quality work, which begs the question, why would we ever do anything to thwart it? Unless, maybe we have a good reason for standing up to customers who are out for personal gain?
  
  
  This is our final response. We will not give in to the customers unwarranted demands, and will not communicate upon this matter further with said customer. 
  
  
  Best Regards,
  Carpentry by Design Team

  Customer Answer

  Date: 12/01/2024

  
  
  Complaint: 22419302
  
  
  
  I am rejecting this response because: Owner will not take responsibility for work needed to repair the remaining windows and doors. My pictures prove that this could and should have been done. Instead he has chosen to blame me.
  
  
  
  Sincerely,
  
  
  
  ***** *******