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BBB Accredited Business since
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This business offers home repair, remodeling and handyman services including basements, bathrooms, carpentry, decks, doors, drywall, electrical, flooring, kitchens, masonry, painting, plaster repair, roofing, siding, and tile.
A BBB Accredited Business since
BBB has determined that ProMaster Home Repair & Remodeling of Cincinnati meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for ProMaster Home Repair & Remodeling of Cincinnati include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 3 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Donald R. Kennedy III, President
Handyman Services Christmas Lights & Decorations Water Damage Restoration Lighting Fixtures - Repair & Maintenance Windows - Repairing Fence Staining Basement - Remodeling Bathroom Remodeling Gutter Cleaning Kitchen Remodeling Deck - Repair Remodeling Services Deck Builder Soffit & Fascia Home Repair & Maintenance Carpenters Doors - Repair Gutters & Downspouts Home Improvements Painting Contractors Siding Contractors Skylights Construction & Remodeling Services
Method(s) of PaymentCash, Check, Visa, MC, AMEX, Disc
Refund and Exchange Policy1 year labor and materials warranty
Alternate Business NamesRed Pill, Inc.
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Additional Phone Numbers
- (513) 574-5150(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
|7/11/2014||Problems with Product/Service | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: Pro master came out to our house to repair a rotted floor in our upstairs bathroom caused by a broken seal around the toilet. ProMater came out around Jan 30th 2014 and fixed the floor (still unfinished) and got the toilet working. However, since we had tile in the bathroom they were going to look for replacement tile and come back and finish tiling and putting the molding back. Also, due to the water damage we had discoloring in the garage which was not repaired. Promaster only cut access holes in the ceiling but did not fix the water damaged ceiling. We paid them for their work on that day with the expectation that they would come back and finish the job. It is now March 9th 2014 and not only is the job still not finished but after multiple attempts to contact them and asking them to drop the tile off for us to look at they still have not dropped the tile off or fixed the ceiling Each week we we're promised that the tile would be dropped off for us to look at so we would know how to proceed with the rest of the job and each week the tile is not dropped off. We are now in a position where we have to find another company to come in and finish the work.
Desired Settlement: We would like a cash refund for what we will be charged to finish the work Promaster started. This does not include the tiling but includes the additional work the new company will need to do to finish the ceiling in the garage, change seal on the toilet (since the one they put on was suppose to be temporary until they could finish), address the mold, and all other repairs the new company will need to do to get it to the point of installing the tile
An examination of the company phone system, Customer Relations Management (CRM) records and email communication was reviewed to establish the following chronology of events. Company determined that it fulfilled its contract to client and address any subsequent concerns.
The original contract did not specify replacing any floor tile or repairing the drywall. Contract was to remove drywall from the ceiling beneath the leaking bathroom, find the source of leak, repair the leak and the toilet. After the leak repair was completed, a post service follow-up call was made by the company on 2/6/14. CRM notes on the call: “Left voice mail regarding expectations being met, questions, continuation of tile searching for bathroom.” No mention of client dissatisfaction was noted at this time. It took several weeks to locate similar tile. Once the tile was located, company asked client to bring samples to home. Client was dissatisfied with the delay in finding and delivering tile and indicated to company they would select an alternate contractor to complete the tile work.
Company did not complete the tile work because a) the client did not originally contract for it and b) client indicated they did not want company to perform it after tile samples were obtained.
Better Business Bureau:
The response from the business is half true. We did contract with them to repair the floor and toilet however they work day to day so the follow up was to finish the bathroom. They were to come out and finish the tile and trim. The fact that they admit in their response they were looking for tile is evidence of this. I understood at the time it would take a while to find the tile and waited for their call. Once I received their call I responded multiple time to have them leave it on our front porch so we could review. They kept promising to leave it on the porch but never made an attempt. The company obviously does not have good records because months later they called me to see if I was happy with their work and asked if I had anything else we needed done. When I told the person on the phone that the repair person never came back to finish the job she laughed and made light of it. She had no idea the job was not completed. Sounds like since they have no record of my calls and dissatisfaction their is a severe communication issue inside the company.
It appears the homeowner is advancing 3 core arguments, namely that:
Documentation (the contract itself) disproves (1). Audio recording of phone calls substantiated by CRM database records disprove (2) and (3).
ProMaster invested significant time to locate matching tile for client. It follows that ProMaster desired to earn the opportunity for the additional work from the client. When client decided they did not want ProMaster to complete the tile work, the company obliged. ProMaster was not made aware of any client dissatisfaction as client did not return the Operations Manager’s standard post-service follow up call (which resulted in a voicemail) on 2/6/14.
Better Business Bureau:
The question was asked, "Does ProMaster stand behind its work?"
The answer is "Yes." This subject was covered previously where ProMaster made two separate attempts to check up on clients' satisfaction with job after work was complete. If client had an issue with work performed, they could have responded to our service follow up calls, or called/emailed our office any time to set up a service call, under warranty.
However, this not apply to work we a) didn't contract for to perform or b) that another contractor altered later. Both conditions are true in this case, as ProMaster did not contract to perform tile work for client and by clients' own admission, hired their own contractor to alter existing work.
Better Business Bureau:
Per the original complaint filed on 03/09/2014- We would like a cash refund for what we will be charged to finish the work Promaster started. This does not include the tiling but includes the additional work the new company will need to do to finish the ceiling in the garage, change seal on the toilet (since the one they put on was supposed to be temporary until they could finish), address the mold, and all other repairs the new company will need to do to get it to the point of installing the tile
First response from Promaster was 05/01/2014 - I have since had a contractor out to fix the bathroom due to lack of response.
Let me clarify a few points.
The company said there were two attempts to contact me about the satisfaction of their work. I only received one in which I returned the call and expressed my dissatisfaction as stated previously.
The response from Promaster does not address the multiple communications made with the service person. I communicated directly with service person on multiple occasions since he was the one who had the tiles. I was coordinating a time in which I could review. I worked out a solution where the service person could drop them off at my home. After many promises by the service person to drop off the tiles spanning multiple weeks he did not deliver the tiles.
I am requesting from the company to send me:
Certainly this is a reasonable request
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: I paid ProMaster $79 for an estimate on a home repair to the exterior of my house on Friday, 04/13/2012. ProMaster's agent was on time and viewed the area visually only - pointing out the areas I already knew needed repair. Some discussion was had and at one point he asked me what could I afford - I did not respond with a figure, only saying the work had to be done. I asked specifically for a ballpark figure for "worst case scenario" so I'd know if I could afford the work, if it would require requesting a bank loan to meet repair costs. After much delayed silence he said only one word as answer to my question which was "Eight" with a shrug, which I took to mean $8,000. I replied "That I could manage that" and from there he said he had no equipment with him, and would have to come back for a 2nd estimate. He handed me a paper saying I had to sign it in order for ProMaster to charge for $79 for the estimate and I signed, and never mentioned the paper detailed a 2nd estimate at a cost of $600 - $800. Over the weekend I read his notations on the paper I signed and discovered his "Eight" was NOT an estimate for the cost of the repair, but an estimate for $600 to $800 to do a 2nd estimate. The only 'estimate' I received for my $79 was an estimate for a 2nd estimate... ProMaster's agent was deliberate in misleading me. I called ProMaster Monday, 04/16,2012, to talk about this and they immediately became defensive defending the agent and not answering my question regarding the lack of an estimate for my $79. I said unless I have some idea of the total cost I cannot afford $800 more just to find out. The man on the phone, still very tense and overreacting, agreed to have the agent call me back the next day at 10am, but he never called.I wasted 10 days just waiting for them to come out to make their estimate - time I could have spent looking for another contractor.I called ProMaster on Tuesday, 04/17/2012, and cancelled the 2nd estimate.
Desired Settlement: I paid $79 for an estimate I never received, and ProMaster should refund my $79. I was not told I was paying $79 for an estimate for a 2nd estimate costing an additional $600.00 - $800.00.
***** **** **************************
BBB's Final Determination: Consumer accepted resolution offered by the business.