Complaints

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• Initial Complaint

  Date:09/06/2024

  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 hired Ragnar Construction LLC to renovate 2 bathrooms. At the very end of the project we noticed many things that need to be corrected. We do not have any confidence that Ragnar Construction LLC would be able to correct the problems at all. We've had 2 contractors look at the bathrooms and both said both bathrooms need to be completely redone. We sent a formal letter of complaint to Ragnar Construction LLC but have not heard from them and we haven't attempted to call.

  Business Response

  Date: 09/07/2024

  I started work for **** and ****** DE Waard and at the beginning everything was going as planned. Until about halfway when I installed some electric heating mats and they weren't working. I had to rip out the flooring 3 different times in order to get this project going again. There was a few things that also didn't meet my expectations nor did it meet **** and ******** expectations.

   

  I at one point decided that I was no longer going to be charging **** and ****** because the project was taking longer than expected saving them with labor and materials over $25k and when I would ask them what they thought so far I kept getting the same answer, "It's looking better every day". I kept going back and was touching up the project every single time when I went out and fixing minor stuff here and there. When I was going out to do some more work **** called me and told me he just wants to call the project complete and he'll fix everything himself. I asked him several times what I could do and are you sure that you want to do this. He responded, "nothing you can do we'll figure the rest out" so I said, "it was a pleasure working with you and I wish I could finish this project".

   

  I have multiple personnel that will be willing to vouch for me stating that **** and ****** never once told they were unsatisfied with this project; If they would've told me they were unsatisfied with the project I would've helped and or fixed the issues at hand.

  Business Response

  Date: 09/16/2024

  I started work for **** and ****** DE Waard and at the beginning everything was going as planned. Until about halfway when I installed some electric heating mats and they weren't working. I had to rip out the flooring 3 different times in order to get this project going again. There was a few things that also didn't meet my expectations nor did it meet **** and ******** expectations. 
  
  
  
  I at one point decided that I was no longer going to be charging **** and ****** because the project was taking longer than expected saving them with labor and materials over $25k and when I would ask them what they thought so far I kept getting the same answer, "It's looking better every day". I kept going back and was touching up the project every single time when I went out and fixing minor stuff here and there. When I was going out to do some more work **** called me and told me he just wants to call the project complete and he'll fix everything himself. I asked him several times what I could do and are you sure that you want to do this. He responded, "nothing you can do we'll figure the rest out" so I said, "it was a pleasure working with you and I wish I could finish this project".
  
  
  
  I have multiple personnel that will be willing to vouch for me stating that **** and ****** never once told they were unsatisfied with this project; If they would've told me they were unsatisfied with the project I would've helped and or fixed the issues at hand.
  
  With this being said, the refund resolution is not optional do to the work was closed out by the customer and I was willing to do the rest of this job free of charge. Also the customer never once told me they were dissatisfied with the work until they called me and told me they wanted to call the job complete. If they would've told me during the project that they were dissatisfied I would've fixed that problem during the job.

  Customer Answer

  Date: 09/22/2024

   
  Complaint: 22234277
  
  We are rejecting this response because the workmanship and finish on most aspects of our 2- bathroom projects were far below our expectations and industry standards. We were expecting a far better finished product but it was not getting there when we were told there was only a half days work left to complete everything. Early on we were told there wouldn't be any visible flaws when the project was completed. To explain some of the issues, please note the following summarized in our original complaint. Both shower wall tile jobs were poorly executed and impacted by untrue and out of square walls (contractor was apprised of these conditions), edges and corners were poorly finished and grouted, grouting was done with log chinking and the grout lines are rough and messy. Neither shower floor drains completely. Twenty minutes after running either shower, there is still 1/8 - 3/16 inch of water standing on the floors. The small bathroom shower door is not squarely mounted in the stall. Floor tile outside of showers is poorly installed. Grout lines are misaligned, and the tile surfaces are misaligned. Grout pieces have come loose. One tile is loose in its' set and squeaks when stepped upon. Caulking around every install (toilets, sinks, vanities, exhaust fans) is off color and done in a sloppy manner. There's overspray and smearing on many surfaces. One sink in the big bathroom has a pencil stream on the cold-water side.

  These issues need resolution. We've had 2 licensed contractors examine these bathrooms and submit their opinions. Both simply said the bathrooms need to be completely redone, no correction is possible. They also opined that the job, as completed, will have a negative impact on the monetary value of our home. This is the opposite impact we intended when we hired Ragnar Contruction to remodel our bathrooms. 

  Mr. ****** mentions his personal references. it should be noted that all but one are family members. He also mentions that we did not make him aware of any problems or issues. We hired what we assumed would be a contractor with the ******** to accomplish our project. We kept out of the way and did not interfere with the day-to-day work. When Mr. ****** left for his military obligation, he gave us the "okay" to use the small bathroom shower and the big bathroom vanities only. That's when reality hit us. All of the above unreconcilable issues became apparent at a very late hour.

  We would very much appreciate Mr. ****** to stand up and take responsibility for a totally failed project. The original estimate provided by Mr. ****** was $15,000 for both bathrooms. We paid Ragnar Contruction nearly $35,000 for this project and little can be saved. A total refund would preclude further legal action.
  
  Sincerely,
  
  **** & ****** De Waard