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Business Profile

General Contractor

Thornhill Custom Homes & Remodels LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:01/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 had our counters replaced in October and the contractor we hired assured us they could fully service the remodel with plumbing and backsplash tile. Long story short they messed up the plumbing and royally screwed up our tile. We then hired *********************************** of Thornhill Custom Homes and Remodels as a recommendation from this group. He went on about how he would never treat a client like this and he would do the job so much better and showed us pictures of previous work, plus I tend to trust people maybe a little too much... so we hired him in early November to tear out the first tile, repair damages, and install the same tile again. It took 6 weeks to do a 4 day project and we are worse off than we started out! Not only does the tile look terrible but he messed up 4 of our outlets by not trimming the tiles around them. Now we have to hire an electrician to help us fix this. He also "ordered the wrong tiles" after I already paid $815 for the materials so I was forced to go buy the tiles myself and paid again for them. I unfortunately paid the final invoice without realizing he did not account for this double charge and now he will not respond to any messages! So now I have to live with looking at this horrible mess everyday and somehow be ok with having *************************** His subcontractors no showed constantly and communication was a battle as he would often go days without responding to me. Here is a huge photo dump of everything he did, including GLUING the outlet covers back on when they couldn't be screwed in and then cutting the outside screws and gluing them in so it appeared correct (I did not discover this unfortunately until it was too late to stop payment on our final check)! I likely wouldn't have even found this if it didn't keep tripping my breakers and we would have had a fire. This whole kitchen remodel has been such a nightmare and I need a full refund to be able to fix this for the third time.

    Business Response

    Date: 01/25/2023

    I have a contract that states I dont do electrical and we did a change order in the contract for the end payment. **** she signed and she payed me in full a day after I finished and she had looked over all my work. I do not owe her anything. Im the second contractor she is trying to scam for free work. She was a horrible customer from the start but I continued anyways. I will not be giving her a refund I have a legal contact and pictures of finished project. She didnt pay the contractor that did the countertop just because of a small crack Wich I fixed perfectly. She is a scam artist and I will be suing her for slander 

Thornhill Custom Homes & Remodels LLC is NOT a BBB Accredited Business.

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