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:05/01/2024

  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 contacted Mr ********************** to install a folding down attic stairway. For $350 he agreed to pick up the stairway and remove the old stairway and install the new stairway. On March 15 he and a helper installed the new folding stairway. The stairway is designed to fit in an 8' to 10' ceiling. My garage is 8'1". When he was done he showed me the stairway explaining that it was longer than needed and you just folded the bottom section under the stairway. Not knowing anything about the stairway I accepted his explanation and paid him by check. After he left I went to move some boxes back into the attic that had taken down to give them room to work on the installation. Having to step up to the first step was a problem and I started looking at the installation instructions and discovered right on the outside of the box that the bottom section needed to be cut off and feet attached to the bottom to make the correct length. There were no feet found. He had taken the box for disposal. I called and told him that there were feet and screws in the box that needed to be attached to the bottom. He still had the box so he retrieved the feet. Days later he came back to install the feet. During this time I found the Installation instruction booklet in a plastic bag, which had not even been opened. Reading the instructions I found a table that showed exactly how much to cutoff the bottom section based on the height of the ceiling. He followed the instructions and attached the feet. Not having the original bolts he attached them using self tapping screws. After he left I went to use the stairway and discovered that ladder is slightly too long. There is about a 1/8 inch gap on the upper section. This puts additional stress on the hinge when there is weight on the stairs. That information is a a label on the stairway frame and it the installation manual. I tried to see if I could adjust the bottom feet and discovered that when I loosen the self tapping s**** it could not be re-tightened. I called him again and express my concern that the stairs was still not done right. He told me that it would be fine the way it was. During our conversation he hung up on **** have come to the conclusion that he had never installed a folding stairway and did not take the time to read and follow the instructions. It needs to be corrected.

  

  Business Response

  Date: 05/01/2024

  We were hired to install an Attic door.  We installed it right the first time.   Two days later the customer called to put bigger bolts.   So we did. We have   installer Numerous attic doors. With no issues. Every time we went the customer was telling us how to install the door.   
  The attic door was installed, professional  
  The door works perfectly fine    
  

   

   

  thank you ****** Torres

  Customer Answer

  Date: 06/07/2024

  Complaint: 21649541
  

  Mr ********************** did not really read what I wrote.   My response.

  The attic stairway that I purchased was designed for a ceiling from 8' to 10'.  I have a 8' ceiling in the garage. When they were done installing the stairway.  He explained  to me that I should just fold the bottom section that was too long under the stairway.  When I tried to use it after he was gone I realized that the first step was way too high to be safe.  I looked at the box it came in and it showed cutting off the excess part of the stairway and attached the rubber tipped feet.   If I had not intervened and called Mr ********************** he **** have thrown away the feet and would have made the stairway useless.   They were to be attached with two bolts that were included in the box.  He obviously discarded the bolts.   When he came back to fix the stairway he had the feet.  My telling him how to install the door was simply showing him the installation instruction printed in the user manual.  The plastic bag that the manual was in was unopened by Mr **********************.  He cut off the excess length and attached the feet.  Since he did not have the provided bolts he attached them with self tapping screws.  The next day I attempted to use the stairway and discovered that middle section did not provide a tight fit.  There is a gap.  There is a label on the door and pictures int the installation manual showing how the joints should be a tight fit with no gap.   Having a gap places additional strain on the hinge and my ultimately cause it to fail.   The self tapping screws will not re-tighten the attachment of the feet.  It needs to be the bolts.  I have purchased the needed bolts but feel that it is the responsibility of Mr ********************** to do the necessary re-adjustment.  He was in too much of a hurry to read the installation instructions and do it right the first time.

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

  
  I am rejecting this response because: 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 06/11/2024

  We have done over 150 attic doors throughout  32 years   We werent in a hurry the Customer was telling us how to do it when weve done mini before. In fact, we went twice to satisfied our customer  It is done correctly and professionally    He told me he suffers some Alzheimers, so I believe hes forgetting   He was happy with our work Performance.   We dont l ow what else we can do for him.     Like I said we doe over 150 Attic doors with no issues or complaints.   Thank you ***********;

  Customer Answer

  Date: 06/14/2024

  Complaint: 21649541
  
  I am rejecting this response because:

  He made a claim that I suffer from Alzheimer's.   That is definitely incorrect.   He is confusing me withe someone else.   He does not admit that he did not cut off the extra steps and did not attached the required feet on his initial install.  He had to return to cut off the extra steps and attach the feet that he almost threw away.   My comments were only the steps that were in the instruction manual from the manufacturer.   He never bothered to open the package withe the instructions.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/29/2022

  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.

  On 9-12-22 Torres Remodeling did work at my home. Mr. ********************** was paid immediately that same date upon completion of his work. Payment proof is Attached. He was paid over, and above, the amount of our contract due to rotten boards that were discovered as he was performing his work on the garage. He repaired the front gate lock by moving the existing latch over. He did not spend money on new materials. I brought this to him and he lowered the bill by $20. There was another area replaced by simple driving in of fasteners to inner wood, next to the back door. He verbally bid taking the security bars down, fixing the issue, and then replacing the bars. I did not bring this to his attention but just paid him for work for that issue. According to our contract, he was to remove rotting plywood on the left and right side of the kitchen porch soffit. After he left I saw he did not replace according to contract, which is attached, but merely patched each side with wood over the rotting wood and repainted both sides. I called Mr. ********************** and he said he did not tell me about that. I told him he did not honor our contract and I wanted monies off of the bill, which was already paid. He said he would refund $100, and how did I want it, cash or check? I told him either was okay with me. He would get his crew started on the next day's job and then run by and put the refund in my mailbox. I told him that was fine, to make it work with his schedule. I told him I would have a receipt in the mailbox for him for the 2 refunds. Even with reminders on the 13th, he has to this date, never brought me the refund. $100 is not much, nevertheless, I honored my part of the contract and treated Mr. ********************** with dignity. He has not treated me in kind and taken advantage of me which I do not appreciate. He does not appear honest in light of this failure. I simply want the $100 and be finished with him. ***************************** ATTACHED: CONTRACT PAYMENT RECEIPT PICTURES OF PATCHED WORK

  

  Business Response

  Date: 10/01/2022

  Its Mr ***********************    I completely forgot to send a check.  I will personally drop a check today for the amount of $100 this afternoon  thank you for your business- ***********;

  Customer Answer

  Date: 10/03/2022

  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,
  
  *****************************