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:09/14/2022

  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.

  Skye Mountain was contracted to do 2 full bathroom and half bath remodel and that included new plumbing, tile, concrete, electrical, drywall, trim, and doors. A bathroom ventilation fan was initially installed incorrectly, venting into the attic. They recently came back last week and vented the bathroom fan through the roof and ensured us it was installed correctly and would not leak. On 9/13/2022 during a rain storm, we noticed water leaking through the roof where the fan is located. Pictures and video have been sent to the contractor and we are awaiting a response. Here is the concern: The company overall has been difficult to work with, mostly due to scheduling and foreign language barriers between the customer and the contracted 1099 workers. The work took much longer than expected with some unforeseen concerns but also infrequent and inconsistent scheduling on their part. Within the last two weeks, a separate issue was raised regarding the basement/concrete floor leveling that the company agreed to do, which has been paid for in full. The floor was done poorly leaving a 1 - 1/2 inch drop/transition between rooms. The contractor was reluctant to fix the issue and has never responded. In an effort to complete the project, we resolved to pay a second company to complete the work so the finished flooring could be done in the basement. Much of the work done has had to be redone during the project and only corrected when we've brought the issue to their attention. We were assured early on the contracted workers were experienced and knew what they were doing. The half bathroom sink that was just installed currently leaks. We are concerned the company will make no effort to reconcile these issues, including a $3K payment of the basement floor that was done incorrectly. They have been paid in full with the exception of 1 outstanding invoice totaling $144 which we expect to pay but have not yet received it.

  Business Response

  Date: 09/21/2022

  In response to the complaint filed by the clients, I must say that Skye Mountain is willing to check and finish the two items mentioned in the clients statement. (The airvent in the master bathroom and the pipe under the vanity located in the half bathroom. It is important to a clarify as the company owner I was in direct communication with the clients via text messages, phone calls, and I went to the work cite several times to supervise the job and answer and questions or concerns they may have had. The company went above and beyond the expectations with this project for the following reasons, the budget was limited for labor and materials, and the client expressed to be okay with not having high end materials and other items especially for the bathrooms, but nevertheless they went from requesting one large size bathtub to adding one more in the basement bathroom without adding more money into the budget for the project. By adding that bathtub we had make some adjustments in the ceiling of that bathroom to make it work, which generated more costs in labor and materials, which was not charged to the client. We also found problems with broken and clogged pipes that extended the hours of labor because in prder to advance with the job it needed to be fixed first. Another issue was the basement bathroom and the laundry room floors. They were extremely unleveled and in order to install the tile we needed to fix that, which cost money in rental equipment and extra hours of labor that were not charged to the clients as well. About the basement floor, the company charged three thousand dollars for labors and materials. The client paid half of the total amount, and in our last conversation they were told that the company would try to find a sub contractor to finish the floor but unfortunately everybody is out for many weeks. The company agreed on the settlement proposal from the clients, which is honoring the fifteen hundred that is left of the labeling of the basement floor minus the one thousand three hundred and sixty seven dollars that were given to them as a credit for the painting job. We are willing to schedule a date and time to go to the property and finish the two items requested by the clients, and hopefully this will resolve the issue.    

  Customer Answer

  Date: 09/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Skye Mountain stayed in contact via phone and text until they received final payments but has not been in contact during the course of the issues discussed in this complaint and is why the complain was filed. Skye Mountain is correct in that there were unforeseen issues with plumbing related to the job. There was a one old/corroded pipe in the basement laundry room, which they charged more to fix and one clogged sink pipe which didn't matter because it was being removed during the project. Not to be replaced.  There was one additional pipe located under the upstairs tub which was graded incorrectly that caused clogging and of course needed replaced before the new tub and sinks were installed and which problem their plumber failed to notice the one day he was there. We were very appreciative that it was fixed and not left incorrect during the renovation.  We were under the impression that the second bathtub, which included tile work, was part of the original bid. We earned credits from Skye Mountain for doing some of the work ourselves ($1367 for painting & $1100 for providing all the tiles to be installed). $1500 was paid up front to level the floor, and the applied credits were the reason the rest of the floor price was not paid for and the reason they haven't requested payment for the rest. Skye Mountain has expressed that the basement floor was unlevel, which they knew.  They quoted $3K to level the full basement floor, which was comparable to other quotes.  Because they were doing work in the basement already, we gave the work to them. The owner of the company came 3 times over a 2 month period to discuss particulars with the project, which were much appreciated.   The biggest issues have been paying for work we thought was correct, to find out later that it was not.  Professionals were hired only after we found out during a rain storm that the ceiling fan was installed incorrectly.  I was assured that the contracted 1099 worker knew how install the fan without my roof leaking.  This was not the case. We never heard back on the basement floor leveling being incorrect and is why we also hired another professional to complete that project. paying out of pocket $3K above the amount paid to Skye Mountain previously.  There is no need to now fix the fan they failed it install incorrectly, nor the floor, because we never heard back from them regarding the complaints and had to solicit the work elsewhere.  In short, Skye Mountain should in good faith, reimburse the $3k for the floor which they failed to level and the $300 paid for the ceiling fan roof/hood replacement.  Beyond that, Skye Mountain should not agree to do work outside the company's wheelhouse. Licensed plumbers informed us of incorrect plumbing work they had to redo; a roof leak that was clearly caused from the work they did which they did not fix, and the basement floor remained a problem after they said work was completed. I am concerned we may find additional issues down the road from subpar work performed.  I ask that BBB warn other consumers through whatever means necessary of the risks taken in soliciting home renovation work from Skye Mountain.

   

  Sincerely,
  **** *******