Improper installation of flooring, cabinets and drywall that **** need to be redone. Paid $4000 and only part of money returned.
Work began May 12 with a $2000 prepaid deposit but no contract signed. It was not signed by me, because we were uncertain if we needed a new ceiling and if that would be done instead of other drywall work. Mr * said he had until May 23 to do the work and he knew that the most important work was put in subfloor, porcelain tile and kitchen cabinets, appliances so that our daughter would have a kitchen to go back to during long hours at school. We also needed to have countertop measurements done by installers. I told him many TIMES to DO THE DRYWALL LAST, but he did not listen to my request.
Mr * put in the subfloor and tiles in first 2 days and then lower cabinets and sent us a picture of the floor with lower cabinets installed with shims under them. He then informed us that he did not level the floor and we asked why. He made a decision to install it not leveled, but this will affect the tiles that could crack and all the cabinets and other appliances need shims and camouflage since they are not level.
We questioned his decision to put in a floor with 12 X 24 in porcelain tile without it being level. We would have preferred it level even if it was higher than the wood floor in the adjoining room.
The tiles will crack if the floor is not level.
Unfortunately my husband paid the second $2000 which Mr * demanded because we were stuck. needing to get cabinets in, but the following 2 days, Mr * told us lies, would take no responsibility for his decisions/poor work, saying that he came into a job after demolition, but he has on his website other examples where he did put together a kitchen and the homeowners did demolition.
He had all the right materials there and simply needed to put them in properly. That was HIS RESPONSIBILITY AS A PROFESSIONAL CONTRACTOR. We later saw that he put the cabinets in wrong, with too small fillers and did not follow the diagram from Home Depot Kitchen design. He also put the wood framing on the wall for the upper cabinets at the wrong height because he didn't bother to look at the diagram where it specifically stated it was 39 inches. He put the drawers in the lower cabinets out of alignment.
He wanted electrician to come and make the electrical work right so I called them and I asked him to have the electrician call me but he "forgot". he seemed to forget many things I requested of him and later was annoyed that I asked him about it. Like checking at the front desk for a cabinet door that was being dropped off. He kept arguing with ****************, that he was not responsible for this job, since we had already done the demolition. On May 20 Mr * called and demanded that I send a written guarantee that I will pay him the final $2000 (total of $6000) and that he did not want to do any more work until I sent that to him. This was after he had already done most of the work wrong. So, **** went to talk to him the following morning and asked him to leave the job, that he was dishonest with us, and he was not taking responsibility for his work mistakes. Mr * then acknowledged that he made mistakes and apologized. His behavior was like a Jekyl and Hyde - he would lie and then when you catch him in a lie, he apologized. he said he would return our money and we said it needed to be a fair reimbursement. At the time, we thought it was for 2 days of his work because he spent the last two days redoing work he'd done wrong, but he was also putting in drywall repair and bulkheads and put one in that slopes down 2 inches and is not level. It is an eyesore. He made threats to us and demands and would only return part of the money if we wrote an e-amil saying he was not liable. We felt threatened and did that in order to get some of the money back, so we can have someone do this right.I had 2 contractors in, a plumber and countertop installer saying he didn't level any of the cabinets, nailed cabinets together so they could not be fixed. Drywall was improperly done.
Since none of this work was done properly, what would need to be done to have it done right is tear everything out and start over. But that would cost us another $5000 for cabinets and flooring.
At the very least, we believe Mr ******** owes us our money back. He did return some of it to cover 2 days of his time at $680 a day, but we paid him for
days of work that he did all the work improperly.
When I first met him, he told me "I love ********* cabinets" "I love putting together kitchens"
and his performance was just the opposite. he did not want to be accountable to his customers, who had every right to ask questions. And we have been told by other professionals that he did not install the floor and cabinets properly. he also left the drain pipe loose behind the cabinet instead of sealing it so there would be no leaks. And he put the cabinet and wall in front of that, so no one will know if that plumbing was done properly either. We paid him $4000 and he returned $1180 so we paid for some materials he purchased. We are requesting four more days of work payment returned, in the amount of $2720 which is generous since if we decide to have this done right, we will need to rip out all he did and start over at a cost of $9000 for materials and labor
Initial Business *esponse
I do not know if Mrs. * is willful in her misrepresentation or if this is her view point of the actual events. I first meet Mrs. * on April 23 at about 4:30 PM. When I walked in the unit it was clear that the kitchen project was underway, the kitchen was gutted, two walls had been taken down, the floor covering was removed to sub-floor, and there were new cabinets in boxes in the dining room area. Mrs. * proceed to tell me that another contractor planed and laid out the kitchen *ED FLAG #1, she then explain what she wanted, tile on the floor, I had to be careful there is plumbing under the floor, bulkheads where walls were removed, new cabinets, and appliances installed. She showed me the cabinet layout; I made some notes and gave her a labor only price. The price I quoted was very good, for the amount of work being done, but Mrs. * was very concerned about price, and pressed for additional discounts, how much would she save if Mr. * installed cement board, if I finish early would I adjust price, do I charge for trips to **********, do I charge for travel, etc. *ED FLAG #2, so I extended to her discounts that I reserve for repeat customers, no mark up on materials, and sub-contractors. Mrs. * asked me if I would do the electric work she also asked me to perform the job in an incorrect way; I discounted some of her request because I figured she did not completely understand the process. Some of her request were to install the cabinets over the wall studs, (without drywall), and over electric junction boxes. One of the electric boxes that she wanted covered had live bare wires, I did not know the wires were bare until I touched them and was almost shocked. I explained that electric boxes could not be covered, but I do not think she under stud me, because in at least 3 or more subsequent conversations I had to repeat that the electric boxes could not be covered, so I just suggested that I meet with the electric contractor to go over what needed to be done. I prepared an estimate with a detailed scope of work and terms and conditions.
I started work on May 12, at that time Mrs. * called and told me that I needed to verify the cabinets because there was limited time to have cabinets replaced. The cabinets that I did not have any involvement in layout, planning or ordering, set in the apartment from April 23 to May 12, now I am responsible for confirming the cabinet order, *ED FLAG #3. I secured sub-floor, filled in blank space in the floor, installed tile board and tile, and base cabinets, completed on Wednesday not Tuesday as Mrs. * stated. I do not know where Mrs. * got information tiles **** crack if the floor is not level; the tile **** crack if there are hollow areas under tile. I made the decision not to level the floor because the transition from the kitchen to the wood floor would be uneven from one side to the other; 1/2" from tile to wood floor on one end 3 1/2" from tile to wood floor on the other, there is no way to make the transition without creating a trip hazard.
Things became clearer that the Mr. & Mrs. * would be difficult customer when they I told Mrs. * that one of the wall cabinets would not fit the space, she became agitated with me, again I did not plan, layout, or order cabinets.
On Wednesday Mrs. * call upset because the 2nd electrician that she hires did not install and outlet that she did not make clear to him that she wanted installed, *ED FLAG #4.
On Sunday May 18, Mr. * called me unset that I did not tell him that the cabinets did not extend to the ceiling, and that the ceiling was not level. He was unset that I wasted time hanging drywall behind the cabinets. Mr. * said that he was coming into the middle of the project; I explained to him that I was the one who is coming in the middle of the project, and that I did not know what he knew. After all Mrs. * knew that the cabinets were not going to the ceiling, she tried to touch up the ceiling texture where it was missing; she then hired a contractor to coat the ceiling. If she thought the cabinets was going to the ceiling why spend time and money covering an area that **** be covered with cabinets, I was then told that I was responsible for finding a solution for filling the empty space between *ED FLAG #5.
On Friday Mrs. * called pressing ne to do additional drywall work.
On Tuesday May 20, Mrs. * called very agitated with me because a cabinet door was missing, it was delivered to the front desk on Thursday May 15, a day that Mrs. * was aware that I was not working. I stop at the front desk on Friday but was not given the door. On Monday I went to the front desk and asked for the door but it could not be found, I call Mrs. * to let know but somehow I was responsible for the missing door *ED FLAG #6.
After that call it was clear to me that Mr. & Mrs. * would very very difficult to please and that they would find a reason to hold the final payment. So I called Mrs. * and request that she sign and return the contract, and that I felt uncomfortable moving forward without it. During the conversation I was very pointed in my comments, I raised my voice, I did not act in a professional way, and I never made any threat. On Wednesday when Mr. * asked me to leave Mr. * goaded me into a confrontation, again I raised my voice, and acted in an unprofessional way. I realized that I was acting inappropriate so I stopped and began collecting my tools. As I collected my tool Mr. * followed me around with Mrs. * on speaker phone both of them yelling. After I collected myself I apologized for my behavior and refunded 1 day labor. Shortly after my apology Mrs. * started requesting additional refunds. I thought that this would go on forever, so I told them that I would be willing to refund an addition days labor if they would release me from any further financial obligation. I gave them a time limit which I extended, so that I could move pass **** unpleasant experience, they agreed. See email from Mr. & Mrs. *
From: s mailto:*******@aol.com
Sent: Wednesday, May 28, XXXX X:XX PM
Subject: Fwd: Invoice 343 from ALL THINGS NEW LLC
We accept your offer to return $1368 to us and we **** not contact you further by e-mail or phone. We **** not ask for further compensation and All Things New **** not have further liability in this matter.
***** and ******* ********
(The consumer indicated he/she DID *OT accept the response from the business.)
After reading Mr *'s two responses, it is clear that his intention is to stretch the truth and turn his mistakes into character defamation of myself and ******* ********
Mr * presented himself to Ms * that he was an experienced contractor who has done many kitchen renovations and he has been in the business over 20 years. If you look at his website, he portrays himself as an "expert" who is eager to provide workmanship that exceeds his customers' expectations.
We spent considerable time reviewing his responses that are inaccurate accounts of what transpired as well as our e-mails and other documents of the work he did inaccurately. We had a number of contractors come to assess the work that was done - and were told by all that it was done improperly.
Contrary to Mr *'s accusation that another contractor loosened the plumbing work he did, there was no contractor hired to finish this renovation when this complaint was filed with BBB. And it was the plumber who told Mrs * that the faucet drain plumbing was so loose and he was unable to see what was behind the cabinet and wall that Mr * installed. He told Mrs * that Mr * should have made sure that faucet drain was not loose before putting in the cabinet. After all, this (plumbing) was one of the jobs Mr * was supposed to include in his work. (see original unsigned contract)
Mr * appears to want to highlight his Red Flags instead of taking responsibility for his decisions and lack of communicating with us or telling us actual lies, when he was faced with situations that he did not know how to manage. It is very clear that he came into a renovation that was begun because we gutted the kitchen, and we ordered the materials that were there upon his meeting with Mrs *. It is also quite common for there to be errors in materials that are shipped by *********, so any contractor would be able to identify that comparing to the kitchen design diagrams. They would also look for any nicks in the cabinets before installation. Unless, they do not have the expertise to read a diagram. We have had 3 other contractors who easily read the diagrams provided to Mr *.
If he only saw himself as a laborer and not a skilled renovator /home improvement contractor who would be able to assess problems and communicate them to the homeowner before making decisions to install something inaccurately, then he should have told Mrs * upfront that he did not have that ability. He presents himself on his website as an experienced contractor.
If he had a Red Flag on the day we met for over an hour to discuss all the plans for the kitchen and the diagrams from ********** then it was Mr *'s responsibility to ask us or ********** any questions he had about their design and cabinet order. He was told multiple times to ask any questions he had once the work was begun, but he chose not to. He took many notes, so Mrs * assumed that he took accurate notes.
Mr * was told on that first meeting that we had a deadline date for this remodel because our daughter needed a kitchen when she returned to her schooling and long days of clinical rotations.
Mr * assured her that he could do the renovation properly within that time frame or less time. Because there was a delay in his start date, ******* ******** was considering putting in the subfloor/cement board and he went to purchase the materials that Mr * needed to begin the job. ******* ******** spent a whole Sunday going to ********** to get the materials Mr * asked for and he delivered them to Mr *'s home.
On the contract that was not signed by either party, there are many jobs listed on there that Mr * did not do.
he insisted Mr * get 5/8 wallboard even though we had some 1/2 inch, then Mr * installed the half inch and argued that it was 5/8 . Mr * showed Mr * what he used (half inch) and then he admitted he lied. Because he put wrong wallboard he had to put in mortar/filler which is still not flat This will affect the backsplash tile installation, having to compensate for an unsmooth wall.
Plumbing work was only partially done and done inaccurately. This was confirmed by our licensed plumber
Electrical work was not done by Mr * - it was done by a licensed electrician. He has all this listed on his contract to work with an electrician. Mr * told Mrs * it would be preferable for her to hire her own electrician and he would work with him.
Bottom cabinets were installed improperly with too small fillers, and he had the diagram that he should have been able to follow. Again, if he had questions about the diagrams, all he needed to do was call Mrs * and or ********** Kitchen Design to clarify.
Bottom cabinets were all unlevel, which was confirmed by the countertop installer, the plumber and a contractor who was hired to install the upper cabinets.
Contractor who installed the upper cabinets noticed that shims put in were loose and ineffective and had to fix them.
Bulkheads and opposite wall from refrigerator was not done properly and he was asked multiple times to do that work last. He chose to ignore Mrs *'s request wasting days of time. The wall has many bulges on it and all has to be redone.
Appliances were not installed
Cold water line for frig not installed
Mr * put in mounting frame for 42 inch cabinets although diagram was clear they were 39 inch on the ********** kitchen design diagram
Although the mounting framing was redone for 39" upper cabinets and not 42" cabinets, they were installed too low and would not allow for cabinets to go up to the ceiling. He had information that informed him of this.
We have many pages of documents and photos to back up our complaint and they are too much to send via e-mail.
We are also aware after reading all the false claims and accusations of Mr * that he does not intend to act as a professional, to tell the truth or to be fair in returning the money owed back to us. We have been advised to take this matter to the State licensing agency for resolution.
Because we got Mr. *'s name from the BBB, we chose to file this complaint with your agency first. We hope that you will continue to investigate this complaint so that future homeowners will be forewarned.
We don't believe that your agency is able to mediate this dispute to return the money owed back to us based on Mr *'s responses.
As we had asked of Mr *, he needed to be fair since he received a lot of money from us, for a partial job. At best, the only work completed was the floor and even that was not level. The floor was completed in two 1/2 days and the cabinet was installed improperly within the third day. He sent me a photo on May 14 that shows this all was done between May 12 and May 14.
All work was done improperly.
Final Business Response
This firm represents All Things New, LLC ("AH Things New"), and this letter responds to the issues raised in Complaint ID XXXXXXXX. T0 protect the parties' identities, the customers will be referred to as **** and Mrs. *" and the Contractor **** be referred to as "Mr *".
Mr. * has engaged in home improvement services for more than twenty five years, and the business entity, All Things New has been in business since 2010. Mr. * and All Things New have outstanding records, with a history of satisfied customers, reasonable rates, high quality of work, and no complaints having ever been flied against either of them.
In April 2014, Mr. * was contacted by Mr. and Mrs. * to complete renovations that were already well underway to their kitchen. When Mr. * first arrived at the house (to give a cost estimate), the kitchen had already been gutted by another contractor. Two of the walls were torn down, the floor was removed, and new cabinet boxes had been ordered and received, but not installed.
Throughout these initial discussions, ***** and Mrs. * changed their minds several times for the scope of work that they were hiring All Things New to perform. Cost was an important factor in their determination, so Mr. and Mrs. * often tried to undertake a particular job, only to later realize that they were incapable of adequately doing the work. Eventually, they determined that All Things New was very reasonable in its fees (only charging for actual time spent, rather than the estimated time), and they hired All Things New to finish the work on their kitchen that the previous contractor had been hired to perform, but was terminated before completion.
All Things New was hired to: install and grout the tile floor (a job that ***** * had initially indicated that he Was going to perform), finish the drywall, install the cabinets, and install appliances. Mr. and Mrs. * continued to try to out corners to save money. For example, Mrs. * undertook to "popcorn" paint the kitchen ceiling. After beginning this project, she quickly realized that it required "someone come to fix it" because she admitted that she had made "a mess." This created timing issues for other jobs that relied on the painting to be finished. Mr. and Mrs. * also insisted on purchasing the hardware and other supplies that Mr. * needed, so that they Could save money for his time. This also impeded Mr. *' s progress. Additionally, the upper cabinets that Mr. and Mrs. * had purchased were the wrong cabinets.
Despite all of these issues, Mr. * installed the floor, base cabinets, and began to repair the drywall, on track to finishing ahead of schedule. MI. * commented that it "looks like the job is going well."
Unfortunately, these renovations exposed the age of the building and the unevenness ofthe floors and ceiling. Mr. and Mrs. * became dissatisfied, and decided that they would hire a third contractor to complete the work. All Things New resolved all matters with them. It refunded them some of their costs, and they agreed to "not ask for further compensation" and they would not hold All Things New with any "further liability in this matter."
After Mr. and Mrs. * received (and accepted) their refunded money, they demanded more under the threat of tarnishing the name of A11 Things New. Further, they have used the Better Business Bureau as a means of seeking money from All Things New, even though this is directly contrary to their agreement,
All Things New requests that Mr. and Mrs. * honor their agreement and withdraw these claims. However, if they choose not to, then All Things New reserves all of its legal rights, including the right to pursue damages for breach of contract and for defamation against Mr. and Mrs. *.
Thank you Jfor your attention to these matters.
********* ********** & ******* ***