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Consumer Complaints

BBB Accredited Business since 09/13/2011

A to Z Shutter Masters

Phone: (251) 970-2869

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)BBB Closure Definitions
10/10/2014Problems with Product / Service | Read Complaint Details
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Complaint
Poor quality of workmanshipOwner had no attention to detail.Rarely was there a full and competent crew assigned to repair our home, the owner hired new personnel off the street and tasked them with specific tasks that they were not trained for nor were they able to complete the repairs.Many time the workers in our home damaged more of the home that had already been repaired.

Desired Settlement
Request a refund for the re-tiling of 3 bedrooms,half the cost of what was paid to paint our home and the full cost of what was paid to add a bathroom.

Business Response
We were called to the home on May 01, 2014. The home was a disaster due to the historic flooding we had the night before. It was completely flooded up to two feet inside the entire home, the walls were wet and there was already mildew to be seen and a strong odor of mildew throughout the home. We removed all furniture, flooring and sheetrock up to 2 feet high. At this time we also met with the home owner's insurance adjuster. We provided quotes and went through all requirements to enter into a contract with Wells Fargo to proceed with work to repair the home.

We began renovations on the home on May 19th. A to Z was out of pocket for all labor, tile, paint, sheetrock, crown mold, granite, etc (all materials for job) until July 15th. As required by Wells Fargo, they sent an inspector to thoroughly inspect the home and progress made at the 50% completion mark. The inspector inspected every aspect of the repairs done at this time, and signed off as the work being 80% completed.

The homeowner requested from ***** ***** an additional draw to purchase furniture and other items for the home. Since A to Z was a party in the contract, the check was sent to the homeowner with their name and A to Z. Homeowner came to our office and asked us to cash the check for him. There were concerns by A to Z at this time that there would not be enough funds available after the final draw to cover our expenses. The homeowner assured us that they would have enough to cover it upon completion.

Towards the end of the job, the homeowner provided us with a final checklist. One of the items listed was the tile. She specified with stickers each tile that seemed uneven. We removed those tiles marked and replaced them with new tile. This was inspected and approved by the homeowner when complete. All items on the checklist were completed and our lead technician did a final walk through with the husband who stated that everything looked great.

The homeowner asked at this time if the balance that would be left after the final draw was issued could be set up on monthly installments to A to Z. We responded that this was not company policy and the invoice would need to be paid in full upon completion of job.

The final inspection was ordered and another inspector was sent. After a thorough inspection the inspector and the home owners both signed off on the job being complete 100%.

A to Z was sent an email after job completion by the Homeowners stating they were completely unsatisfied with our work. We responded trying to set up a meeting and were refused and they cut off all communication.



On September 8, 2014 we received a letter from the Better Business Bureau that was a complaint from the homeowners. They alleged that we had no attention for detail, even though we went above and beyond to make sure they had a beautiful home to move into, including a long list of extras that we did for no charge. They alleged that we hired people off the street to work in their home which is something we would never do. This was a large job that was very important to us. All workers were A to Z employees and sub-contractors that we have used for several years. We did not send anyone over there that was inexperienced. They reported that our workers damaged more things than they repaired. They informed us of two things, toilet seat covers that they said were broken by our workers and we replaced, and a small crack in the skirting of their bathtub that had what looked like years of dirt caked into it. These were the only two issues brought to our attention by the homeowner.

A to Z has been in business for over twenty years and in all this time, we have had nothing but satisfied customers. These customers requested references at the beginning of the job and we came highly recommended.

A to Z has taken legal action on monies owed by homeowner and slander of our company.



Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes we did have historic flooding but it only reached to 1'. There was 8" that did remain overnight. This is all documented in our flood insurance claims. The walls were not wet above the flood line and there was absolutely no smell of mildew as stated by A to Z. He makes this statement to justify leaving the dehumidifiers and dryers in the house an extra 2 weeks for which we were charged. After talking to our flood adjuster we found out that once the mildew prevention was sprayed in the home it was no longer necessary, actually harmful, to keep the blowers and dehumidifiers in that long. It was just a way for A to Z to make even more money from us than they already were going to make.

The money we were given for contents had to be given to A-Z before they would proceed with any renovations.

The first inspector came out and met *** ***** without our knowledge. We were not present to speak with or walk through with the inspector.

We requested the second draw to purchase furniture (all of our furniture was destroyed) because our contents check was already spent on materials and labor. Working with ***** ***** was not an easy process so we did ask A-Z to help us get it cashed. Not once did *** ***** question whether or not there would be enough money to cover the remaining balance. But, he was aware of the amount of our claim so one could speculate he was keeping up with how much money we had.

Towards the end of the job, concerns and lists of work that needed to be completed or re-done were given to *** ***** on numerous occasions. We walked through the house pointing things out. We walked through the house and he recorded himself on his phone listing the things we pointed out. We walked through the house and put stickers on tile...we were placing so many stickers that *** ***** finally stated he knew which ones to pull up. We walked through the house and placed stickers, took pictures, typed up a list of everything that needed to be done. Each time we were assured that the job would be done and done well. But the end result was far from it and we finally told him not to come back.

In regards to the wood tile: After the tiles were supposed to be pulled up and fixed we came back to inspect the results. *** ***** said they pulled up 75 tiles and replaced them (you could tell because of the chipped tiles surrounding them) and stopped because they were not going to be able to get them even. He said our floor was not level enough. Our floor was pretty level prior to the flood. He said the tile seems worse because it has sharp edges, so his men sanded the edges down. Recently one of my sons stubbed his toe on one of those tiles in our bathroom and it caused his toe to bleed.

When A-Z's "lead technician" came out stating they were done, it was pointed out that things were not done. He said he would have to check with Mr. Oyhan before proceeding any further. This is when we decided they would not becoming back.

There was no long list of extra's that they did for free. We were not charged for lowering our fireplace mantel; placing a floor plug in the living room; painting an 8'x4' area on our back porch. These things were offered up...not requested.

The damage they did to our home was broken toilet seats; crack in the cultured marble slab facing of our bathtub (probably related to the jackhammering of the floor); scratches and dents on our bathroom cabinet doors (both master and son's); paint stains, grout and mudding on our front porch and driveway.

We paid for and expected a professional paint job. What we received was a very poor end result. Starting at the front door you can see where most of the door was not sanded, nor was it primed and there was only one final coat of paint applied not two final coats as what was stated in the contract. The poor quality of painting is seen throughout the house. The painters did very little if any prep work and it's evident that only one coat of paint was applied where it stated in the contract that there would be a primer coat and two final coats of paint applied.

For all these reasons, we do not accept the response from A-Z Services. We have pictures to prove our case.

Respectfully,

***** and ****** *******

Industry Comparison| Chart

Shutters, Fire & Water Damage Restoration, Carpet & Rug Cleaners, Vertical Blinds, Plumbers, Home Improvements

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.