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:01/27/2025

  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 November 13, 2024 I met with **** ******* with Better Homes Northwest to get a quote to install a decorative railing around my front porch. On November 13, 2024 **** wrote out a quote for $3,036.12 and wrote out a scope of work that would create the railing I requested, consistent with the others in my HOA. Photo examples were provided. The quote also said "we will prime and paint at our shop". On November 25, 2024, I paid $1,518.06 and for a decorative rail the same as others in the neighborhood.On December 8, I let **** know the *** had approved the work and he could put me on the schedule. On January 8, **** let me know that they would be out "mid-week" to install the rail. They did not come out and did not communicate with me about the delay. On January 21, the subcontractor came out and dropped materials for the project in my driveway.On January 21, I contacted **** to let him know that the materials hadn't been primed and painted at his shop, as had been agreed upon. He said it was primed, and then when I disagreed and sent photos, he said the unpainted material was "for another job".On January 22, I contacted **** to ask him to come out to inspect the work because I was concerned that the subcontractor was building a different style of railing than I requested. He agreed to come out to inspect the work. On January 27, **** contacted me and said he "looked at the rail on Friday after **** got wrapped up" he went on to say "it looks great to me, the only difference is the 2x4 top rail which is much stronger and in my opinion looks better, too". On January 27, I replied that neither he or **** were at the house on Friday. I reiterated that I want the railing in the style we agreed to, and without errors in workmanship such as lack of paint and an off-center railing that required chopping a cap to fit. I would like him to construct the rail in the style I requested and finish painting. I will pay the remaining balance when complete.

  

  Business Response

  Date: 01/28/2025

  This claim is completely baseless. We showed up when we said we would start the rail, we did prime and paint the materials at our shop, it clearly states in the contract and I discussed with the client that we were going to build a rail with a 2x4 top cap for added strength. I did show up to inspect the work last week and when she had concerns yesterday I went to look at the rail again. She wanted me to discuss with her husband next week and she hasn't even paid the balance. I always make my customers happy and I'm shocked she reported this before the issue at hand was still being resolved. 

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22865522
  
  I am rejecting this response because: It is inaccurate. The project was considered finished.

  As I mentioned, on January 27, **** contacted me and said he "looked at the rail on Friday after **** got wrapped up" he went on to say "it looks great to me, the only difference is the 2x4 top rail which is much stronger and in my opinion looks better, too". 

  This communication makes it clear that he felt the project was complete. In addition, he admits that it was constructed differently than we agreed upon.

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

  

  Business Response

  Date: 02/24/2025

  During the consultation on November 13th, ******************************************************************************* that we would use a 2x4 top rail for added strength which she liked and agreed to. Please see the attached contract with dimensions of the lumber. I built the rail as specified on the contract she signed November 25th. She reported me to you guys before I even asked for final payment, which is unheard of. We strive to make our clients happy and have for over 25 years! Even though she wanted something different from the contract, I redid the entire rail to make her happy. Attached are pictures of the original contracted rail and the modifications she requested (at no charge).  

   

  **** *******

  Customer Answer

  Date: 02/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I find the builder to be dishonest in his representation of the situation. However, he ultimately honored the contract and this resolution is satisfactory to me. It is notable that the builder never returned to inspect the work himself. There are problems that still exist (white paint all over the patio and the long side of the rail is wobbly/insecure). However, I will fix the issues myself. I sent payment for the balance due (by mail) on the first business day after the work was completed.

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