Complaints

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• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2022, we consulted with **** ***** of Construction Titan to see if our garage could be modified from a double garage door to two single garage doors; one door needed to be a 9-foot tall door to accommodate a medium roof Ford Transit, and the other needed to be an 8-foot tall door for our other vehicle. **** measured and said he could do it. Based on his claim that the 9-foot door would fit in the available space, we gave him a deposit in the amount of $5,775 and he ordered the custom garage door. In fact, the garage was not high enough to meet the garage door manufacturer’s minimum height requirement for the custom door he ordered. Apparently, **** did not check the specifications for the door prior to ordering it to ensure that there was enough height clearance. **** admitted that he had made a mistake and he took responsibility for the error in judgment. He stated that “it was on him” and he would still refund our money. **** came and picked up the materials he had left in our garage and returned them to Home Depot, but he failed to refund us the money he received for the returned materials. Twice he promised to come to our house and give us the refund, but he failed to show up both times. **** refused to accept our phone calls or respond to text messages. He did later send a text message in response to a voice mail message that we left, stating he didn’t have the money to repay us. That is an unacceptable response. On 4/19/23, **** promised to pay us $1,000 via Zelle. He paid only $500 and we haven’t heard from him since. He is again refusing to communicate with us.

  

  Business Response

  Date: 05/08/2023

  This project was signed and deposit taken December 22. I special ordered doors for Mr ****** garage based on dimensions that I took and gave the vendor. After told by the manufacturer it was only going to take 4 weeks, it actually took 9 weeks. 
  

  I received the doors at the end of February and delivered all materials. I set the schedule and showed up when I said I would. We started to do the project and found out that the overall height wasn’t tall enough to accomodate the actual door. I told him them that I would give him a full refund and offered to do other work for him for free for the inconvenience, between my contracted work. Mr ***** said that he wanted the doors so I spent another 2 weeks going back and forth with new product and logistics on how to make all of it work. He told me to hold off because he had a friend that was going to see how the roof could be lifted, but with no avail, it didn’t happen. I offered to give a full refund of materials, but he also said that he had a friend that might want the door and kept the refund process from happening. After he told me that his friend wasn’t going to buy, I picked merchandise up and returned all of what they would take back. I paid him that money through ***** and also told him as soon as I sell the door, I would pay the rest back or when I got paid from a few projects I had going. 
  

  Not only have I not avoided his calls, he called me from his wife’s phone, that I did it have any clue of what it was, and I answered it promptly. There hasn’t been anything said about me not returning his money. He may not like that it isn’t as fast as he thinks it should be, but he prolonged the process and it held me from being able to get a special order returned which was 2200.00. Now because of him trying to maneuver and get rid of things, I am stuck with the product and trying to work it out to get him his money. 
  

  I have been in business for 21 years and not only have I not had a BBB negative review, there hasn’t been a time that I pushed customers off 

  Customer Answer

  Date: 05/12/2023

   I am rejecting this response because:
  
  **** was asked if a 10x9 garage door would fit in the available space in my garage. Without checking with the garage door manufacturer to determine the requirements for installing the 10x9 door, he ordered a custom door that could not be returned. I expect a contractor with 21 years of experience to know better than to place an order for a custom garage door without verifying whether it would fit.
  When he came to install the door and found that it wouldn’t fit, he stated then that it could not be returned because it was a custom order. I did not hold him up from returning the door, because it was non-returnable from the date that he received it.
  The second garage door was supposed to be an 8x8 door. He ordered an 8x7 garage door, which is a standard size, and he left it sitting in our garage for over a month. He should have returned it immediately. He never mentions whether that door was returned, and he never refunded the money for it to us.
  Although it wasn’t my responsibility to find a solution for his mistake, I tried to find a solution that would enable us to either use the 10x9 garage door, or even find an alternative to the overhead door and then sell it. I was unable to do so.  
  I finally gave up and asked for a full refund as promised by **** on the day he realized the 10x9 garage door couldn’t be installed in the space available.
  He promised to refund money for the returned materials on Friday, April 7, and then refund the balance the following Monday, April 10, pending a check clearing.  I never heard from him. When I tried to call him, he would not take my calls. As he admitted, he picked up right away when I called from my wife’s phone because he didn’t recognize the number. That proves to me he was avoiding my calls.
  **** has made multiple promises to refund my money on specific dates and has failed to follow through on all but one. Even then, he promised to pay $1000 but only sent $500 via *****. He has also failed to do or schedule the “free work” that he promised to do.
  **** only mentions a cost of $2000 for the 10x9 door as a reason for not refunding my deposit. The total deposit was $5,775, so where is the balance of $3,775?
  **** ***** is 100% at fault for failing to accurately assess the job or consult the garage door manufacturer’s specifications to verify whether the 10x9 custom door would fit in the available space. He knew from the outset that he would most likely have to refund my full deposit of $5,775.  An honest, conscientious contractor would have set aside the money he received as a deposit instead of spending it, which he apparently has done. I did not loan **** $5,775 to be paid back at his leisure. I feel I am within my rights to demand prompt payment of a full refund.
  Had **** conducted himself in a professional and honest manner, I would not have resorted to filing a complaint with the BBB.  
  

  

  Business Response

  Date: 05/18/2023

  [BBB transcription via phone call]

   

  The business has stated they will be contacting the consumer directly moving forward. 

  Customer Answer

  Date: 05/19/2023

   I am rejecting this response because:
  
  **** ***** has already demonstrated that he is not trustworthy because he has not fulfilled any promise that he has made, whether it's to contact me or to pay the full amount owed. The only acceptable response from him is prompt payment of a full refund of my deposit.