BBB Accredited Business since
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Heritage Home Improvements, LLC offers home remodeling and construction services, specializing in kitchens and bathrooms.
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A BBB Accredited Business since
BBB has determined that Heritage Home Improvements LLC 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 Heritage Home Improvements LLC 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.
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||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Richard A. Spotlow Jr., Manager Ms. Donna Letourneau, Owner
Home Improvements Home Improvements - Additions Painting Contractors Painting - Faux Finishing Painters - Commercial or Residential Patio & Deck Builders Deck - Repair Patio Builder Deck Builder Patio, Porch & Deck Enclosures Plastering Contractors Roofing Contractors Commercial Roofing Siding Contractors Wallpaper Removing Construction & Remodeling Services Basement - Remodeling Bathroom Remodeling Remodeling Services Windows - Installation & Service Bathtubs & Sinks - Repair & Refinish Doors - Installation Windows & Doors - Installation & Service Fire & Water Damage Restoration Pressure Washing Windows - Repairing Wall & Ceiling Texturing Contractor - Flat Roof Deck Cleaning and Waterproofing Deck Cleaning & Sealing Kitchen & Bath - Design & Remodeling Kitchen Remodeling Kitchen & Bath Design Carpenters Basement - Contractors Basement - Finishing Doors - Repair Drywall Contractors Drywall Taping and Texturing Residential Remodelers (NAICS: 236118)
24 Echo Point Rd
Guilford, CT 06437 (203) 689-5148 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I hired mr ******* to sheet rock a room in my basement and replace my front door. The sheet rocker did an excellent job. Mr ******* installed my front door.The storm door I had on my original door was supposed to be replaced. Mr ******* attempted to re-install the storm door. He tried to screw the storm door onto the moulding of the new door but it was so close to the edge of the moulding that a 2" x 1" piece of the moulding cracked off. Mr ******* claimed that the vendor he purchased the door from gave him the wrong size door called the vendor insisting that he find a solution. Mr ******* put a nail in the broken piece of moulding and filled it with some putty. He told me he would come back to either build out the moulding and re install the door, or he would repair the moulding so it looked like new. At the time I stupidly paid him if full ($1990) with cash and trusted he would come back and fix it. After Mr ******* left I notices multiple other issues, the caulking was very sloppy with many gaps ant it got all over my brick siding. I also realized thet Mr ******* had reused the inside trim from my previous door when the contract stated he would install new trim. Most concerning was that the threshold of the door was bouncing and squeeking when you stepped on it.When I called mr ******* he claimed the threshold was resting on "the cement" and it just needed to be supported with a taller kick plate. I asked him how he could have caulked the threshold if it was floating. He told me what kind of caulk he used and again said the door was solid. I consulted another carpenter who removed the kick plate and took apart the threshold. He filled a 1/2 inch gap that ran along the entire threshold. There was no caulk used at all. There was also a gap on the top below the j channel thet was never filled. Mr ******* was rushed and sloppy. He didnt measure properly leaving gaps on top and bottom. He didn't caulk around the frame and he did not install the new trim he was supposed to.
Desired Settlement: I do not trust mr ******* to come back and fix his errors and complete the storm door install since he denied that anything was wrong, he was defensive and angry. I would like Mr ******* to refund me the cost of replacing the interior trim with new trim, pay the contractor who had to come and repair the threshold, and the cost of reinstalling the storm door including the cost of building out the frame out so there is enough room to install the storm door. I would like $750 refund.
This was an entry door with sidelights install. The door was installed properly. The interior trim was re-used but very easily could have been replaced had I known it was an issue. The customer was there during install and new I was putting the existing trim back. I see that it did state "new trim" on the contract. This was a simple oversight and a simple fix.
The piece of exterior trim did split when attempting to hang the storm door. This also could easily have been replaced. This is a $5 item at any lumber yard. The storm door did not fit back due to the fact that some entry door systems w/sidelite require an extention trim in order to install the storm door. I was contacting my supplier not to say they gave me the wrong size door , but to say this door required an extention that was not there. No problem , I was going to pick one up and return in 2-3 days to install the storm door and at that time handle any other issues. In the interim I received a voice mail that stated she did not want me to return and do any further work.
1 week later I received a call and she asked when and how I was going to handle the issues. She said she had another carpenter or the like look at the work and said it was a "nightmare" . I said why don't you set up a time where the other carpenter and myself could meet and dicuss the "nightmare". She said she would do that and get back to me..
I did not hear from her until she posted this complaint .
As far as the threshold. When a door w/sidelites comes, it comes all in 1 unit. The threshold is what we call a floating threshold. There is a door frame below it that sits on either the framing or cement depending on the install. Many times these threshold are bouncy and need to be supported. Again , not an uncommon issue when installing a door. Any and all of her issues could have and would have been resolved to her satisfaction If I was given the opportunity.
I have been working on the shoreline for over 25 years and have thousands of satisfied customers. Every once in a while you run into a situation that is unfortunate the way it happened but not really much I can do to resolve it. I will not be refunding $750 as I feel I did all I said I would do and contracted to do. I understand there may be issue's , not many projects don't go with out issue's. I always do what I can to make all customers happy.
If given the opportunity , I easily could have done all that was needed to have another satisfied customer.
This is not a hobbie for me. When I put you on the schedule to return and do what needed to be done , Then you call and say do not come and work at my home. At that point I have to try to fill in that day. Then to call and ask what I plan to do about this. I still agree to come and meet with your new carpenter and go over this. That doesn't happen. Then there is just this complaint on BBB and angies list. I am sorry you cant make up your mind as far as what you want me to do and I hope it all works out for you with your new carpenter.
1. The trim: Our contract stated that he would put up new trim. Why didn't he? He states that "had he known it was an issue he would have put up new trim". It isn't a matter of it being an issue or not. The contract stated that was what he would do and he did not live up to that. He also never asked if we could alter the contract and re use the old trim. It wasn't until after he left and I went to paint the door that the trim was the old, marred trim.
2. Cracked exterior trim/storm door replacement: Mr ******* admits that the piece of exterior trim did crack when he attempted to re-install the storm door and could be "easily replaced with a piece of $5 trim". Additionally he stated that the "storm door didn't fit because some entry doors with sidelites require an extension trim in order to install the storm door". This begs the question that since he knew this, why didn't he measure the door first to see if the piece was needed? Instead he just tried to screw the storm door hinges into trim that was too short thereby cracking the trim. The issue is not the cost of the trim piece, but the fact that he either didn't know that he needed the trim piece, or didn't care. Either way, he tried to install the storm door improperly damaging the new door. According to the ******** installation advisors, and the ****** storm door customer service department, it is standard to install an extension on the trim between the exterior door frame and the sidelite for all swinging storm doors, otherwise there is not enough room for the two door handles. Mr ******* would have you believe that "some entry door systems require an extension".
3.The threshold: Mr ******* states that" the threshold is what we call a floating threshold" and that "the door frame sits on the framing or cement below. Many times these thresholds are bouncy and need to be supported and this is not uncommon". Mr ******* told me that all he needed to do was put in a larger kick plate to support the threshold. I called the ******** Company (the brand of door Mr ******* used) and spoke to one of their installation advisors. They explained to me that they had never heard of a" floating threshold", but many of their doors come with an adjustable threshold. The adjustable threshold is used to adjusted the threshold up and down to close any gaps between the actual door and the threshold. The installation advisor also told me that and they are never "bouncy". I was also told that the adjustable threshold is not part of the frame of the door/sidelite unit. It is the frame than needs to rest on a solid foundation. I was told there should be no deformity when you step on the threshold. My door had a 1/2 inch deformity when you stepped on the threshold. According to the Jeld -Wen rep, this will put undue stress on the corner joints of the frame and the threshold will eventually bend. Additionally, air and bugs will can pass through this gap. When I had another contractor come and repair the door, he took apart the threshold and removed the kick plate. There was a 1/2 inch gap between the door frame that ran the entilre length of the sill. Since the door was obviously not on a solid foundation I asked Mr ******* how he could have sealed the frame to the foundation. He told me he used caulking. When the second contractor took the sill aprt there was no caulking used at all.
Mr *******s defensiveness about my concerns, the unacceptable solutions he was offering, his poor workmanship as well as his dishonesty led me to the decision that I did not want him to come back and "correct the issues". I had no confidence that he knew how, or that he would do quality work since he had already proven otherwise. I did not trust him since he clearly lied and kept trying to convince me that what I knew to be the problem was not the problem. He told me that it was a "Floating threshold" which, according to the manufacturer, doesn't exist, and that it was a "different kind of door than my previous door. He tried to convince me that "the frame was resting solidly on the cement slab" (which I don't have, it is wooden framing) and that he used caulking under the threshold which he did not. When I called Mr ******* to ask him how he was going to make this right, I wanted a refund to cover the cost of the second carpenter repairing his work. I was not changing my mind about him coming back to repair the work. He refused a refund and did ask to meet with the second contractor Finally, when I asked the second contractor if he would be willing to meet Mr *******, he understandably refused, not wanting to get in the middle. On a positive note, the other contractor did say the reveal was perfect.
1- Trim - As stated in previous response , customer was there and new I was putting the existing trim back. It was on the contract and was simply an oversight that could have easily been resolved. I don't feel the need to discuss this subject any longer.
2- Cracked exterior trim - Also as stated in previous response , no matter how long and elaborate of a detailed complaint you would like to write , the fact remains we are talking about a simple piece of trim! That's it , The trim cracked when attempting to install the storm door and would have been replaced.
3 - Threshold - I may call it a floating threshold while the "installation advisor" calls it an adjustable threshold. It's the same thing. It simply needed to be adjusted and I would have done that given the opportunity. As far as the other contractor stating there was a 1/2' gap under the whole door all along the sill. Then what was the 200 lb. door resting on? Again , any and all concerns on every job are allway's handled to the customer's satisfaction.
I was not given the opportunity to do so.
I was not even aware that there were any issue's. I was scheduled to return and finish up . Received a message stating not to come back.
I feel I have done all I can to resolve this.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
Problems with Product/Service
Read Complaint Details
Complaint: Mr. ******* *******, manager and owner of Heritage Home Improvements LLC, accepted $800 and did no work on the project other than making a hole in the roof at xxxxx. ********, CT beneath the skylight. He stated that he could not complete the job because he did not know how to work with the type of roofing material. He did no more than one hour work, left a hole in the roof, left the new skylight unprotected, outside the box, on the roof. He also left the flashing kit opened on the roof and he took the step flashing, consisting of 10 pieces, which I had purchased and paid him for.
Desired Settlement: return of $800 paid.
Mrs ******** *********
The contract Was to remove existing skylight and replace with new skylight and flashing kit. Contract #**** for $1,600.00 to which I received a $800.00 deposit. At this time I purchased a Velux 32" x 48" fixed skylight with flashing kit. 2 bundles of black asphalt shingles and arrived at job site. Myself and 1 employee spent 3 hours removing existing shylight and an area of shingle's around said skylight.This did take some time as there were years of black tar layered all around this area in futile attempts to solve this leak in the past. After removing skylight and shingles we found the roof deck was completely failed and needed to be replaced.The existing roofdeck was a material called homosote. This an insulating board and absolutely not recommended for a roof substraight. Due to the age of the existing roof (20+ years) and the condition of the roofdeck I felt I should give mrs ******** a call and make her aware of the situation. I did get in touch with her and she said to give her a price to do the whole roof. This was a Friday late afternoon. We decided to tarp the roof and give her the weekend to decide what to do. When I contacted her on monday morning she stated that she had gotten 2 other contractors to come and look at her roof situation. She stated that she did not want me to do any further work. She stated that I should give her her $800.00 back.
Now, at this point this is what I have paid in materials: Skylight $467.00 Flash kit $89.00 shingles $62.00 Total materials $618.00 Labor 3 hours - 2 men @ $50.00 per hour = $300.00 also never did get tarp back $39.99
Now , Mrs ******** , For you to be demanding your $800.00 back is not reasonable at all. For you to Lie and say I worked for an hour when it was 3 is not very honest especially when you were not even there.. And now to accuse me of stealing step-flashing out of the flash kit I purchased and left there for you. REALLY..
And to file a complaint on this BBB site and jeopardize my livelihood and how I feed my kids!!!! REALLY...
You should be ashamed of yourself!!!!
BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.
|11/27/2012||Problems with Product/Service|