Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair 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.

  Job was started on Nov. 22. demo to room began. Owner stated trust the plan and not to micro-manage the job. 1st item we noticed was drain pipe cut off and was covered with plywood, and pipe was not capped, that was the first problem that was noticed, also insulation was taken out of the kitchen wall and was left that way for 2 weeks when the temperature was below 40 degrees. Also caught worker on camera, urinating outside in driveway. Also see picture of how 2X4 was just about cut thru instead of drilling a hole, also worker sprayed water all over the basement, soaking the wall and floor. Owner looked at specs for washer hookup and had worker put it on the right side instead of the left side as per washer. Had specified to the salesman that the floor from the kitchen to the laundry room were to be the same height. Flooring is off 1" to 1-1/4" from being level with existing floor, see photos. Brackets for counter is not correct size as per conversation with counter installer that was supplying the counter top. Was told drywall was ready to paint and there was still divots in the drywall that was not filled in, also had to tell them that they had covered one of the receptacles. Also corners for drywall, are not square, so there is 1/4" to 1/2" bow in the wall. Tile floor is not even, and grout is not filled in at all places. Showed salesman the cold spots in the room, due to insulation not installed properly, or missing? Cabinet wasn't put together properly, shelf was used to raise it up, so it was not even on the side that would face the washer. Drain pipe and water supply down below shelf level, so they would have to be drilled thru the shelf instead of being installed at the correct height. Just about everything in the room was redone 3 time, and it still is not correct as you can see from the pictures. Was left a voicemail on the phone that no one would be coming back to finish the job since they could not satisfy us with their workmanship.

  Business Response

  Date: 01/15/2024

  See response letter document and supporting image attached.

  Customer Answer

  Date: 01/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21050818
  
  I am rejecting this response because:  Please note who had signed the contract on 10/27/23.  The wife is the owner and supervisor of the signed contract.  Black's Law Dictionary of a contract.  An agreement between two or more persons which creates an obligation to do or not to do a particular thing.  As defined in Restatement, Second, Contracts  "A contract is a promise or a set of promises for the breach of which the law gives a remedy, or the performance of which the law in some way recognizes as a duty."  A legal relationship consisting of the rights and duties of the contracting parties;  a promise or set of promises constituting an agreement between the parties that gives each a legal duty to the other and also the right to seek a remedy for the breach of those duties.  The writing which contains the agreement of parties, with the terms and conditions, and which serves as a proof of the obligation. 

  Water in basement was not cleaned up by KSW, it was done by owner.  Every step that was complained about was not done professionally, floor was to be raised 7" and only raised 6", original plumbing under floor for new sink hook up was in toe kick for cabinet not even in the cabinet.  Walls were not shimmed to be level and square, as per what ***** has stated his workers would do.  Incorrect trim installed even after ***** has stated he would get the correct trim to match the existing trim that customer already had in kitchen.  The reason we were not satisfied was that every step the workmanship was not done professionally, and they had to be informed.  Each step had to be done 3 times, which I don't believe that the customer should be paying for to fix KSW's mistakes, because it should of been done right the first time by licensed professionals.  We did not see any license and doubt that they even had one due to the workmanship that was visible. Note the picture of the plumbing, insulation was missing, only 1 stud protector plate was installed.  This was hidden under original drywall that was done by KSW and was pointe out by other contractor.  Also was informed that the floating floor was caulked down by KSW and this should not have been done.

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/09/2024

  See attached document for response.

  Customer Answer

  Date: 02/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21050818
  
  I am rejecting this response because:

  It is time for us as customers to really tell you what this company has put us thru.  We as a customer do not want this to happen to another home owner, that is why we filed the complaint with the Better Business Bureau in the first place.   We have been totally attacked by KSW Construction in each of their letters.  We originally hired KSW Construction because of the wonderful reviews online, and our neighbor, *********************** ( Production Manager ) that worked for them.  He stated KSW was a company of integrity, professionalism, and work ethics, from day one this was proven to not be factual.  The wife was bullied from day one by the owner, he told her to stay in the house and not to micromanage.  The first thing they had done was demo the room, cutting the vent pipe and not capping it and covered it up.  They took out the insulation in the wall and framed out for the door, leaving the kitchen temperature in the low 60's.  This was ************* for three weeks, how could we as homeowners fire KSW because our hands were tied with no insulation in the wall, knowing we had a contract with them.  Being homeowners with integrity, contracts mean something to us, so we put up with horrible workmanship and the bullying tactics.  Both homeowners got sick due to the stress, not being able to communicate  with the workers due to language barriers and being told to shut our mouths and trust the process.  

  We went to h*** and back dealing with this company.  Yes a refund of the money will make a difference, but stopping this company from doing the damage to other peoples homes, and customers health due to the stress they may have to incur.  This is why we are writing these letters so others don't have to go thru what we did.  KSW has continually blamed us for their poor workmanship, and never admitting that they did anything wrong.  Their employees should know not to open a water valve spraying a customers bedroom without proper equipment.  With the wife in the room, due to having to show them where the valve was, and witnessed the whole event.  She is highly allergic to mold said what the h*** are you doing when they started to spray water in the room.  The plumber packed up his tools and went outside,  he did not clean up the water,  *********************** arrived and witnessed the customers wife cleaning up the water that was spraying in the bedroom.  The plumber ended up leaving the job site and not cleaning up any of the water damage.  Homeowner took out the wet insulation because she knew that wet insulation will not dry and mold will occur.  This insulation was never replaced by KSW.  This same plumber had cut into the 2x4 shown in our first letter,  our son-in-law is a licensed plumber and when shown the picture, he stated that this should never of happened.  And had stated to report them to the Better Business Bureau and to fire them.  Which we did not due this since we were going to trust the process of KSW.  

  As noted in KSW's #2 every step that has been done professionally, by licensed employee, then why did our neighbor end up quitting, due to many homeowners complaining about the workmanship of KSW employees.  *** started having night ***** like *******, due to the abuse that goes on in this company.    

  As of KSW #3  Floor was to be raised 7" and only 6"  per the contract.  ********************* ( Sales Rep. ) that had stated in the contract to only raise the floor 6" when it should of been 7" if it was measured correctly to make it level with the kitchen floor.  How did it become the homeowners responsibility to measure things to make sure it was the correct height.  The homeowners has stated numerous times to ********************* that the floor in the laundry was to be the same height as the kitchen floor.  Why would we want it and inch lower, that makes no sense?  

  As stated in KSW's #4  this had to be redone since it was in the toe kick and the picture is after it was changed.  See pictures, and note that the first picture shows the pipe going straight, and the 2nd picture shows it being moved up.

  As stated in KSW's #5 walls were shimmed to be level and square, 2nd contractor hired checked the walls and had to go back, and remove the some of drywall and shim the walls, since they were off 1/2" or more.

  As stated in KSW's #6 Incorrect trim. ********************* has stated to *** on the first day to take pictures and make sure that the correct trim was installed, which took construction workers 3 times to get this correct. Even when the correct trim was right outside the room they were doing.

  As stated in KSW's #9  Stud protector plate missing and insulation missing.  This should of never happened, and the picture was taken when the drywall was removed from the wall.  Please provide me with a picture that shows all the stud protectors installed with the insulation, all installed.  Stud protection is required to be installed, not just as a precaution!!!

  Regarding the complaints the customer expressed toward ******************** that you say are falsehoods and misinformation.  This can all be backed up by pictures and also by ********************; Also why would we make a complaint if this was not true?

  KSW is not striving to have listen to the customers request when they are in-turn being told to by the owner to stop micromanaging.  We believe that KSW works on the ethics that it is all about the money, not on customer service and that the "customer is always right".  This  is what we were taught!
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 03/02/2024

  I am just wondering has KSW sent any information back to rebut my last letter?