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Consumer Complaints

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American Builders

Phone: (419) 476-5255Fax: (419) 476-8183

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
02/24/2014Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: None of the Above - Repair Complaint Issue

Complaint: Impropper Repair, left walls and ceiling wet for over a week, delay in work, unauthorized change in plans, no estimate when asked, upcharged.
AB **** not respond or work with us to make a resolution.

Improper Repair: Left ceiling and closet wet. We had to open and repair ourselves over a week later to prevent mold.

Delay:Stopped working with no explanation other than, "this is a process" Left a hole in our ceiling with outside air coming into our home, with no protection from that air.

Unauthorized Repair: Said they were going to drill holes and put tubes in to dry walls and ceilings, but took a 3'x15' patch of drywall instead with no notice or explanation.

Failure to provide Estimate or Statement: We asked for an estimate and/or **** numerous times. We have also asked for a detailed itemized **** since we felt upcharged. We have not received anything but the un-itemized ****. I asked for the itemized **** in writing, via email.

Upcharged: Stated that they used the same program to estimate as our insurance adjuster but charged more than double what our adjuster estimated for a 347SF area, when only addressing a 39SF area, and NOT completing the work properly.Our adjuster estimated $598 for the work to be completed based on a 347 SF area. American Builders only worked on a 39SF area and billed us $1678. Based on the
estimate a 39 SF area should only cost us approximately $325.

Meeting with owner was useless. He admitted to wrong doing, as the walls were obviously not repaired properly and could had left mold in our home, had we not caught it, which is negligent. He also admitted to lack of communication in terms of estimate and explanation of services. He admitted, but offered no apology or way of correcting their mistakes.

American Builders continued to call our adjuster, even though we asked them to work with us directly. He kept asking for personal information that had no relevance to the work they were completing or billing us for. I have numerous photographs, recorded phone conversations and also emails, which **** all be available to you.

I do not feel we should be liable for a $1678 **** when we had to finish the work, correct the mistakes and have not had any response to our requests for itemized billing when we feel billing is not fair. I understand that costs can be higher or lower than estimates, but this is extreme.

Available to you:

Letter written detailing service.

Photographs

Emails, with no response from American Builders.

Emails from American Builders stating that they contacted my adjuster, yet I have not heard this from my adjuster.

Recorded phone messages asking them to cease communication with my adjuster and put it in writing that their services were terminated. Also recorded call stating with estimator about her communication and lack of estimate, this was before we found the water in the ceiling.

Initial Business Response
Response is according to paragraphs in complaint:

There were no repairs completed as complaint states because we only did emergency services. Work authorization was signed on Friday and work began Saturday per homeowners request after 2pm. We don't understand the change in plans comment. We went over itemized invoice with owners onsite as well as reviewed Cat adjusters estimate. No upcharge occurred as we use the same estimating program as adjuster. Adjuster simply estimated what it was going to take to complete job. AB responded numerous times as well as made a site visit to go over everything with both owners.

Homeowner informed us that there were 2 areas near the affected area that were reading wet. They gave us no opportunity to recheck these areas, they demoed themselves prior to any inspection.

The hole is left in ceiling so warmer air can go upward and dry that affected area. This was explained to both Mr and Mrs when I met with them.

AB initially thought that tubes and injectidrys may work. However once whole picture was viewed it wasn't feasible due to saturation and had to be removed. This was explained initially to the owners.

AB was slammed due to the amount of claims and did not have **** prepared as we normally would within the first 3-5 days. (industry standard) However we did have **** completed withing 7-8 days which is still industry acceptable do to the amount of sudden claims. This was left with owners on
site inspection with me.

The Cat adjusters estimate was an estimate. Until the dryout would be completed the estimates are never final and accustomed to additionals for work actually completed. Adjuster was missing a minimum of 400 dollars worth of items not in owners estimate.

This couldn't be a farther stretch of what actually was said when onsite with the owners. I offered an apology as these apparent 2 small areas were overlooked or damaged after our dryout was completed. I also tried to work with them to resolve the issues at hand by offering a lowered **** (approx. 40% lower) than the **** supplied to them. There was no direct way to correct any alleged mistakes as the 2 small areas had already been demoed.

Our work authorization allows us to work directly with the insurance adjusters to keep everyone on the same page.As far as personal information asked not sure what they are referring to. If it is from when I was onsite with them I guess Im guilty of small talk asking how long they've been in that home and mentioning some items I would do at this time while ceiling is opened up to help prevent future problems.

Billing was put together for work completed. I tried explaining to Mr and Mrs that if we were to do more work or have done more work the **** would actually be a higher amount.

We do not overcharge and take offense to the allegation of such. Again the requests have been addressed and per our conversation onsite was we were to contact there adjuster and go over the estimate he wrote that was missing more items at which point upont hearing his responses we would contact the Mr and Mrs. AB has reached out to the adjuster, we were then directed to the claims department. (an email was then sent to the Mrs explaining that) We have numerous messages into this department but as I am sure everyone in this area, well most in this area understand that the last month has created havoc on the industry as a whole and things are taking quite a bit longer than normal. As soon as we hear from the adjuster or claims department we **** contact the insured.





American Builders firmly believes this complaint is without just cause and merit as noted in the response above.

Final Consumer Response
I am in contact with the insurance agency based on the comments previously made by American Builders. I feel that based on the straight numbers and lack of motivation of the business to supply what we have asked for, in a timely manner, we need to further investigate before we agree upon any dollar amount. I am not understanding why our insurance company gave us additional funds IF American Builders quoted to them what they quoted us(which is their claim). Our insurance claims that American Builders shared an estimate of $800 more than what they had estimated and funded us. Which would had put the total estimated at approximately $4000, definately not the $1678 total given to us by American Builders. We had more money than the ****, so if they estimated the same quote, our insurance would had said that we had that much and it was in our hands.

Final Business Response
In response to the consumer statement from 2-6-2014;
After American Builders reached out to the insurance company in regards to items that were missing from the estimate left onsite with consumers by the adjuster the consumer received a check for almost $ 800. American Builders has not received any emails or calls from the insurance company explaining these additionals but can only assume they reviewed there file and the Invoice submitted and added those missed items.
We both can continually argue certain aspects or items within the complaint to no avail. American Builders is trying to work out a reasonable and fair settling of this claim. We billed for the services rendered only. No upcharging is or was going on and we do take offense to such allegations.
The consumer states that they received more money after we reached out to the insurance company but yet continually wants to give us less.
American Builders offered to take a huge reduction of the **** initially to settle this matter.
American Builders is willing to resolve this matter now for $ 900.00 if acceptable by the consumer.

Complaint Resolution: BBB determined that while the company addressed the complaint issues, the complainant was dissatisfied and the matter was outside BBB Rules of Arbitration.

03/29/2012Problems with Product / Service

Industry Comparison| Chart

Fire Damage Restoration, Contractor - Commercial, Crime Scene/Trauma Clean Up, Smoke Odor Counteracting Service, Odor Neutralizer, Mold & Mildew Remediation, Fire & Smoke & Water Clean Up, Water Damage Restoration, Fire & Water Damage Restoration, Windows, Windows & Doors - Installation & Service, Doors - Installation, Doors, Insurance Inspection & Audits, Fire & Flood Emergency Service, Remodeling Services, Bathroom Remodeling, Basement - Remodeling, Construction & Remodeling Services, Siding Contractors, Roofing Contractors, Plumbing Drains & Sewer Cleaning, Deck Builder, Home Improvements - Additions, Home Improvements, Home Builders, Garage Builders, Foundation Contractors, Demolition Contractors, Contractor - Remodel & Repair, Building Restoration & Preservation, Kitchen Remodeling, Kitchen & Bath - Design & Remodeling, Drying Service

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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.