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:05/29/2023

  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.

  On 3/13/21 New Earth was hired to refinish my stair railings, steps, underneath the stairwell, and at the top of the stairwell. 50% of $8900.00 was requited to start the job and $4500.00 was provided via cashiers check on 3/17/21. A contract was signed and a final payment of $4500.00 was provided and paid on 8/4/21. On March 17, 2023 I received an email stating I owed New Earth,LLC money. Please note this is a two years later. The owner did share his wife was going through cancer treatments during the job and as a health care worker I'm fully aware of how distracting and taxing cancer treatments can be on the patient as well as the family. However, receiving a bill two years later is not how a business should run and it defiantly isn't how a business should treat their customers. After reviewing my records and the records requested from New Earth, LLC this comes to $926.00 different. I'm unsure if this is legal and the revised contract/bill was not signed by me however the original contract states, "any alteration or deviation from above specifications involving extra costs, will be executed upon changel orders, and will become an extra charge over and above the estimate. "

  Business Response

  Date: 06/09/2023

  Dear Ms. ************* style="color: rgb(34, 34, 34); margin: 0in 0in 8pt; font-size: 11pt; font-family: Calibri, sans-serif; line-height: 15.6933px;">As a Class-A Licensed General Contractor, we currently hold an A+ BBB rating under New Earth, LLC.

  First, thank you for understanding the ordeal of my wifes cancer treatment, as well as the fact our office location moved 3 times in 1 years and your paperwork was ************* away; to which we extended our sincerest apologies upon delivery of the final balance due. All receipts and labor costs were supplied.

  We proudly stand behind our work and craftsmanship, and our dedication to our clients. I even supplied, as a gift, 700-year old white oak to your homes extremely rare wood detail pieces.

  Again, we apologize that asking for payment after such a hiatus would leave this negative impression. We hoped to meet with you one on one to resolve this issue, please call should you wish to discuss further.

  All the best,

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