Complaint Category: None of the Above - Service Complaint Issue
Complaint: Contract 6 weeks to expand master closet but it takes 4 months to finished and left the work not satisfied. Hardship throughout the entire project.
Agreement to expand my master closet was May 22, 2013 and finish by July 1. XXXXX but it just finished October 10, 2013. It was a slow start and when the project started it was a hardship. There are days and or weeks no work done. If I questioned about that he is very unhappy. I try calling but most of the time he will not pick up my phone so all I do is text him. The employees he sent are not professional at all and half the time he is not at the job to explain what needs to be done. No works lining up and he has others jobs going on at the same time as mine.
One man to frame up the wall and roofing and materials are short and said that it would only take one to two days to complete but it takes more than a week. Did not cover the roof so it rained and damaged my bedroom ceiling. It also damage my siding when they poured the concrete slab and the slab was not level to my existing one. He said he will level it for me but he did not. From insulating my wall to the attic was not done properly. His painter damage my ladder and bathroom with paint all over and flooded my toilet. Putting back my gate was not right. Job was moving very slow and always delay. The pouring of my side walk was a mess.
He threaten to back out of the project because I ask him too many questions and why there is no work done on certain days. He told me that he is doing this job for free, not making money at all. He is not professional at all to tell me that. Why accept my project if you think you are not making money and not making the customer satisfied?
I'm very disappointed and frustrated how he handled the my project and the way he responded to me with texting. That this little project take 4 plus months to finish it. It was a nightmare for me.
Initial Business Response
The resolution to this case as requested by this customer is to treat our small customers the same way we treat our large customers. Well we will do that and actually always try to do that in everyway. I try not to speak against our customers but since this complaint was filed, I feel we should at least tell our side of this story. The customer was informed that the city could take up to three weeks to clear the plans and her statement was try to make it happen faster, one week after that she called the city and complained they were taking too long. When we finally got cleared and poured her slab we informed her it would take a week to cure and be strong enough to build on. She complained for the whole week, every day then on the scheduled day to start framing it started raining. It rained for three weeks solid. She made complaints about us not working in between rain spells. We obliged her and tried to build in the rain and in between spells. It quit raining for a day and we finished the framing that day but was unsure about the rain so we put plastic over the house where we cut into it for the tie in. Later that night around 10:00pm she called my cell phone informing me that the strong winds had torn the plastic off and it was raining in the house. I immediately got up and on the phone and got help over there about 10:30. The rain was relatively light as was the damage. We refastened the plastic on the roof and brought water removing devices the very next morning. The only damage was some grit off the existing roof shingles and some small amount of water penetrated the house. We removed all of the water the insulation and then repaired and repainted her bedroom and replaced the insulation. She complained everyday about the time frame, the rain, the delays, and many other things through the whole project. We sent people to work there a couple times and she either refused to let them in or did not answer the door. The whole time the project was going on she was standing in the middle of the construction, even after being repeatedly asked to stand outside of the area so as to not get hurt. The job was bid around $26000, she said to take many things out to get down to $15000, We did and then she signed the contract but the very next day she came and discussed other things she wanted and that they should have been included so we did them the way she wanted. During the construction she made changes to the application of the material such as she wanted extra screws put in, extra blocking, extra straps, the siding was supposed to be replaced and not added on too, many things like that through the whole project. I received and answered about 20 calls and texts everyday or more and then was told I was not keeping her informed and that I was a bad contractor. Half of all the text she sent me and my superintendents were about how bad we were or how unprofessional we were for not talking to her every 15 minutes. Then she went out of town for several weeks and did not inform us of her return and it was another two weeks until she let us in to finish her work. Then when we tried to get the final inspection she told us that the electrical inspection was not complete even though we knew it to be, we stopped the inspection to get the electrical inspection done but found out it had been done, this cost us a re-inspection fee. We tried real hard to work with her. We gave her everything she wanted and even gave her the carpet for free and the paint job for free. Then when she still complained, we gave additional money off her contract. We try to please every customer but some customers just are unhappy people and can not be satisfied. But as the owner of CLC Construction I strive everyday to make sure we deliver quality work at a reasonable price and get the jobs done on time in a professional manner.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I regretted I should have complaint way sooner. He can't complete a small, 100 square feet space within his contract time, six weeks turns into four and half months. I accommodate any time and days for him and he sent his employees without letting me know and what they are doing. No work done on a good days because his subcontractors has other jobs. I have to manage my own project because his project manager had quitted because he did not pay him. If he delivered a quality work why my roof gets damage by the rain, my yard, my bathroom gets ruin? I did warn him about the weather and to cover it good but he use a cheap plastic to cover. We were out trying to fix his poor job, (10:00 pm) cover it but it was raining hard and strong wind. I called him and he said he is on his way from Conroy and he will be here, half an hour later. My insulation in the attic have soak a lot of water and damage through my ceiling and cause bad odor which I have to smell for weeks. The work always delay, short supplies and not having the work line up so why is that wrong to be on top of my project? I am being nice not going out of town for extra four weeks for him to finish the projects he said it will be done but it did not happen. The project completion date is July 1 and I did not leave until July 29 and why that I not telling him? All he wants is his payment when the job is not complete, I texted him more than three time asking him about the final inspections and he never answer. He does not strive to deliver quality works on a timely and professional manner to me. I have headache, nightmare with this bad customer service and bad service. He has bit more than he can chew and also his employees agreed with me. I have to pay $1000+ more than your original bid.
Final Business Response
I apologize that I responded they whey I did that was not my usual way. the customer and I did not agree most of the time but she is right I should have been more professional.
I promise to be more professional to my small customers in the future and to be more attentive to them also
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.