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:11/08/2022

  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 writing in regards to remodel of three rooms in my house. When first started demolition they sent 2 people over and when starting they did not put up plastic to keep dust and debris from going to other rooms. I got plastic and I put up myself. When installing sliding door outside bathroom wall, they didn't take all of old plaster off and door is not flush. Toilet installed but used original line that was covered with mud from walls. There are other concerns but no space to list all. Kitchen was torn out and when floor was laid it was lower than previous and it now has drop in depth when walk in. When spoke to supervisor they said it was like that when started. I took pictures of floor where they were using cardboard to try to make transition into dining room not so noticeable. I've been in house 17 years and I know it wasn't lower. Did not protect floor vents and I had to clean out. There was 10 sheets of sheetrock dropped off and was there 2 days and then they were gone and they were already mudding sheetrock. When they hung sheetrock they did not use whole pieces, but instead it looked like they used left over from other jobs. I covered washer dryer to protect them, but covers did not stay on and they laid tools on them and they were scratched. Where they did not remove old wall when working on outlets they are loose and not proper depth. I talked to supervisor about concerns and was told that if it had been new build it would not have concerns. I always thought that if you tear out old walls and replaced with new sheetrock it would be same as new. I have left several messages for to please call me and received no calls. We paid final bill December of '21 and I want him to please come by to see all these things and more that can't list because of length of this letter. I want h to please call and schedule a time to come by to address my concerns. Thank you.
  

  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/08) */
  
  All of these concerns have been addressed with the customer in person, however we are happy to address publicly and stand behind our work:
  - Customer is correct regarding plastic, which was promptly put up in remaining areas and replaced as needed throughout the remainder of the project.
  - Customer requested a sliding barn door, which does not sit flush, but rather expands on either side of the opening. The plaster customer notes is in a hallway. It was advised at the time of estimate that the plaster needed to be replaced with drywall, it would not be an even surface and would not look good. Customer had already started multiple drywall repairs themselves in home and advised they did not want us to replace the plaster with drywall in the hall.
  - Toilet supply line was not in scope of work. Customer was on a very tight budget and only wanted to replace what was necessary. As verified with attached photo, supply line had drywall mud/paint on it at time of demo...before we brought in drywall or paint.
  - Kitchen scope was to replace flooring. Customer selected a very budget friendly, yet very thin vinyl product. All subfloor was replace and height variance across transition meets code requirements, utilizing a reducing transition strip. Prior floor had multiple layers of laminate.
  - Regarding the cardboard, there was a soft spot in the transition over the foundation wall where the kitchen was added on to the home. This area is not covered with subfloor, and an attempt was made by a subcontractor to fill in the soft area under the floor. This was not approved by the contractor and was corrected, along with an entire section of the flooring being replaced due to manufacturer defect.
  - Floor vents were replaced with new ones, as per scope.
  - SEVERAL photos during install and mudding show full sheets were used *see attached. Broken and leftover pieces of drywall simply cannot be used for full walls, only for patching or small sections. Not to mention, using fractioned pieces would increase the finish work substantially...it makes no sense given a flat rate for a drywall finisher to increase their workload by using random cut pieces. This was verified by the project manager on site, site superintendent visits and photos collected throughout the project showing clean, straight, full sheet mud lines. Hanging drywall in 2 rooms takes under a day, so mudding starts immediately.
  - Regarding tools on washer/dryer, this is the first we have heard. No photos of work in progress show tools on their appliances, nor did customers bring this to our attention during or after the project.
  - The only walls replaced were what was in the scope of work. All new electrical was run into the bathroom, existing was used in the kitchen. All standard new construction boxes were used in the bathroom, with existing boxes remaining in the kitchen. Existing outlets were secured after construction was complete. Multiple trips were made by multiple technicians to verify everything was proper and in place, everything was cleaned and secured with customer approval every time. Customer initially said they would be replacing all electrical with their own person, however they elected not to. If further issues with electrical outlets are of concern, we recommend contacting an electrician since we did not replace the electrical in the kitchen or laundry.
  
  Customer began complaining and asking for additional work outside of scope from Day 1. Change orders were made, however the customer never ceased to ask for more work without having to pay more money. Suggestions were made for plumbing, electrical, floor leveling, drywall, etc. Customer stated throughout the project that they did not have the budget for additional work. We have a business to run and cannot run it by giving away work. The work done was quality work as verified by multiple visits, including the owner.
  A final punch list was requested due to customer complaints. 2 technicians were sent for a full day on November 30 to handle punch list items and touchups, receiving customer approval at the end of the day that everything met their expectations. They called again to complain, to which another visit was scheduled December 15. The wife was pleasant and seemed very happy, but the husband was beyond verbally assaulting, trashing employees, the experience, complaining about work not done that was out of scope, complaining about the price, etc. One last visit was made by a project manager and the owner, where final after pictures were taken, a final approval received and final payment made. The wife expressed sincere gratitude and how pleased she was with everything.
  
  This project is covered under a 1 year labor warranty. Concerns have all been addressed multiple times, substantiated issues repaired and others acknowledged as outside of scope. We have an outstanding reputation, with a 4.9 rating on Google and over 700 reviews as a testament to the quality of our work. The only complaints unresolved are due to being outside of scope of work identified in the contract, therefore are not covered under warranty. Customer has made multiple false accusations and attempted to slander our business and the quality of our work.
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In response to plastic being put up and replaced during project, I will gladly share photos. As for the hallway where door hangs, the plaster should have been removed and sheetrock should have been installed to make wall flush. They replaced about 3 1/2 feet of a 7 foot wall and again it is not flush due to hanging the upper slide for barn door where bolts were installed over new sheetrock and older plaster that should have been removed. When we talked about this, all I got was not in contract. I don't understand an estimate that would include leaving older part of wall on both sides of the new door. I don't understand how you can think hanging a door that rubs is proper installation. Okay, the toilet line she says was not in scope of work, it would have been nice not to cover with mud from drywall they did in remodel and was not on line before. Kitchen floor was same level as laundry room and dining room before demolition. I am sure that the pictures would show that all subfloor was not replaced and if it had been replaced the same flooring used in laundry room is same as kitchen and if all subfloor was removed would be same height. I also have pictures showing where cardboard was used in doorway to dining room to try to raise flooring up. Yes , they made attempts to raise height a couple time, but it still is lower. If all the subfloor had been removed and replaced back to same height I would not have a slope from laundry and dining room into kitchen. I understand in certain areas a small section may not require a complete sheet, but to mud in places on the sheetrock that are gouged and has tears that require extra amount of mud to fill these areas. Floor vents were replaced, but it would have been nice to cover openings while working to keep debris out of vent system. I did clean them out and I guess that was not in scope of work. I have pictures where tools laid on appliances, but also on cabinets that were in laundry room. The outlets are not new and when asked about them being set in too far, I was told that they make shims that offset to where plug would be even with sheetrock, Outlets are still uneven and still recessed and loose in walls. As far as walls that were to be replaced, we were understanding old walls come down and new put up. I guess not in scope of work. Yes, the first day I had questions about how you can start demolition without a bin being on site to put everything in. I provided a couple tarps to be able to at least get debris out of house. I also had questions of why you could have your demo crew run over a mailbox and just put some screws in it to try to repair. I replaced 4x4 post and re-installed mailbox. And I guess it is easy for the contractor to blame the customer for any concerns and just ignore phone calls that were made probably 8 or 9 times asking Mr. Smith to contact me and come by to inspect work and let me know if this is standard workmanship for his company. I guess I can get phone records showing when calls were made. I have seen where a few complaints were registered with the BBB and all I want is for someone to fix concerns properly. I contacted the BBB to possibly have a chance for Mr.Smith to come by to see my concerns. I know that any of their employees that came to our house to work on it can not say that I ever verbally assaulted or trashed them. Again, I have tried to get Mr. Smith to come by and see what I am talking about and I want him to tell me if these things are something he would accept if it was his home. I will send pictures to show what I am talking about. I find it unproductive to continue with the he said, she said and I just want Mr. Smith to come by to inspect. You have my number and if you would, please call me to schedule a time to come by and give me a chance to show you my concerns. I will gather the pictures and send in. Thank you.