Complaints

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• Initial Complaint

  Date:11/29/2022

  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.

  We are currently having a terrible experience with this company. A job that we were told multiple times would be done in 2 weeks has been going on for almost 3 months, and there is no sign of it being done. We hired them to extend our driveway, cut a basement door, and add stairs to the basement door. They are full of excuses, and the only communication is initiated by us. We signed the contract on August 31st. While we were looking over the contract workers showed up to start working (at 6:45 AM before we were even awake), but couldn't start until we signed the contract. The person who gave us the quote told us he was working for Utah's Concrete and we had to sign a contract with them, but we were later told he doesn't work for them anymore. They worked on the project on and off for two weeks and then stopped. It is now Nov 29th. Over the last week the owner has promised us on two different occasions that someone would be out to work on the project, but no one has come.

  Business Response

  Date: 12/01/2022

  This is correct. The customer signed a contract with a gentleman named Lenny who provided them a bid and asked for us to assist we agreed to help. 3 weeks later we decided to separate from Lenny due to complications. Lenny is a licensed provider. Because we had agreed to “help” Lenny and he had disappeared on us we were the ones getting the calls from here.  We had not even seen the proposal that he created with his company template that they had a greed to. We then discovered that there was a wall that was missed (critical piece and very complicated and expensive, these are typically $10-14k alone. We contacted the customer and it took over a month to come to an agreement because they didn’t want to pay for the wall that was not on their bid.   There was one wall but the other was missing) regardless we were there to assist and BTW Lenny took a portion of this payment upfront upon booking. This communication took almost 2 months to resolve . We want to help this customer we have tried. We are going to help this customer after we came to a conclusion on the wall that was going to be created and how that was going to work. We had agreed to a few dates where we were going to do excavation on the hole that this retaining wall would go into for the walkout basement. We then had rain and even snow on the day that we had scheduled Excavation and the customer threw a fit that we were not there working while it was snowing sitting on a ledge with a 5 foot hole below in a mini excavator on wet soil. We don’t understand why , the customer did not understand why we could not make that appointment. It was very dangerous to even expect our employees to show up and perform the work in that kind of weather. We communicated with the customer the morning of and let them know we would not be making it and the reason why  we then told them that we were working to get their job done and we would do our best and then within 24 hours. We received this message from the Better Business Bureau. We are here to help assist with getting this deal done. It was truly not intended to be 100% our deal again this contract that they signed or the estimate that they signed and agreed to was on a completely different company‘s estimate with another person that they are referred to as our employee Lenny was a private subcontractor who did work with us  add or sometimes us with him. We understand this customers frustrations and we understand that very little things become big things to customers that are going through situations like this but unfortunately, when this happens, sometimes demands become very unreasonable because of their frustrations, and it becomes increasingly harder to work with these types of customers. My advice as a contractor is once you have a situation like this communicate with the contractor and try to resolve and come to an agreement on the issue that is at hand it’s not always best to just dig your heels in because sometimes, the issues that are being discussed are not feasible or reasonable as it relates to the actual agreement in terms of the contract especially when something was missed. Continuing to press and be difficult can often times only frustrate the situation further. . We are continuing to work with this customer and communicate with this customer. This job has been discussed each day. We will get this done for them but they have to still be patient and understand that not but a few weeks ago we’ve had finally come to an agreement on what was going to actually be completed and how it was going to be completed. We are sorry about the situation and understand the frustration. But ask them to continue to be reasonable with us, and to not frustrate the situation and communication channels by being difficult especially when we felt we had a good established working relationship and clear path. I had to get this completed without Lenny’s help, who had originally agreed to this with the customer.