Complaint Breach of contract: 1)Never received 8 hrs in-house designer services 2)Has not diligently pursued work to completion, project is 6 months overdue Project: Finish approximately 950 sf. basement Contractor stared project Also agreed per contract was to provide 8 hours of in-house professional designer services. These services were never provided. Because of this breach of contract our family has had to take approximately 5 days off work to make selections that a designer should have made. Every vendor we talked with asked why we were making the selections and not the in-house designers. There have been several delays. For example, the back splash was back-ordered two weeks. This was a change order item that never should have been ordered so late in the building process. It was discussed at signing to be added as "cost dependent". It was asked several times of the builder to relay these costs to us so that we could make a timely decision. We have asked Cook Bros for timelines and cost estimates on any and all change orders well in advance. To date a timeline of work has never been sent to us. We have done everything that was asked of us in a timely manner while Cook Bros continues to miss deadlines and further delay the project.
Desired Settlement Do what you said you would do and finish the job. It is ridiculous that a project this small would take so long. There is no excuse you can make for this. We have been extremely accommodating and patient. We feel taken advantage of.
Business Response We are working through this complaint with the customer to resolve it and will finish the project to their satisfaction.
We do take much of the responsibility for the project taking far longer than it should have, although all of that responsibility does not fall on us. The client delayed the start of the project by a number of weeks when the basement was slated to start as planned. That one instance alone caused a major problem because the assigned project manager had a number of large projects coming behind it that had to start on time. In addition, many times selections were delayed and/or extras were asked for that also elongated the project schedule. When a decision is made it takes ramp up time to get labor scheduled, materials ordered, etc and it kills progress.
We are working to complete the project to the Meades satisfaction and will continue to do so. As of this date there is a punch list walk through scheduled with them and we do not anticipate there being much of a list. We believe they are happy with the quality of what has been done, but not the timing, and frankly the length of time this project has taken does not meet our satisfaction either.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) We do not know what delay we were responsible for at the beginning of the project. We are not interested in arguing over this either. Cook Bros did meet with us to go through punch list items. The project is still ongoing, but we hope it will be completed soon.
Complaint Cook Bros refuses to cover the trench made for the water lines from the road to the house. Cook Bros built my house this summer. In doing so, they were required to trench a line from the street to the house in order for power and utilities service
To date, they have refused to cover that line. Their own representative has been to the house and verified that the water and power lines are exposed to the elements.
In addition, their project manager directed yard refuse to be put over part of the uncovered line, making it inaccessible until the refuse is removed. I've spent $ to date removing that refuse and there is still some left, which Cook Bros has refused to remove.
Desired Settlement Cook Bros must remove the refuse and cover the entire line from the street to the house, in such a way that it is sufficiently protected from the elements and will not freeze
Business Response Cook Bros has spoken with customer several times concerning this matter. In our Contractual agreement he desired to contract his own excavator and took responsibility for all excavating work in question. Cook Bros was not contracted or paid to supply this service.He is well aware of this and has been provided with his signed contract. Cook Bros has a signed punch list document stating any concerns he may had during his final walk through before taking procession. No excavating work was identified at that time or was it an issue. All punch list items have been completed according to industry standards. Cook Bros Construction is willing provide our services to him but he will be charged for the excavating work to be completed.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Cook Bros is fully aware that trenching is not the same as excavating, and in fact Cook Bros paid to dig the trench from the road to the house.
If Cook Bros weren't responsible for trenching, then Cook Bros would not have paid for it. Under the contract, Cook Bros is responsible for connecting utilities, utilities were connected via the trench, Cook Bros paid for the trench, Cook Bros is therefor responsible for covering the trench, and has not done so.
Final Business Response As stated before, he is responsible for ALL excavating work. As a courtesy to him we did have the trench dug at because his excavator was not available. This allowed the project to move forward. He informed CBC his excavator would be on site the next day. This is a part of excavating and is his responsibility according to his contract.
Complaint Cook Bros installed the circuit breaker board in the wrong place on my house, moved it, and did not pull an electrical permit. They need to pull the permit, call for the inspector and make the house insurable.
Business Response Permits and inspections were completed before and during the Project leading up to the discovery the panel was not placed in the position where the customer actually wanted it, nor where it was located on the plans. Our subcontractor placed it in the wrong spot. Once this was discovered and it was made known to ***, we immediately started the logistics process of having the panel moved and placed in the desired spot. We cannot control when an inspection by a state inspector takes place and apologize that it took that long to get the proper permit and inspection for moving the main circuit panel to the correct location. The desired resolution of the original complaint was for us to obtain the proper permit, call the inspector and pass inspection so the home was insurable. We were in the process of doing this when the complaint was made and have since completed the process and the inspection has passed. We believe that all parties can now consider this case closed.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Greater East Tennessee. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
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