Complaints

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• Initial Complaint

  Date:04/29/2025

  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.

  ****** had done a few small jobs for me prior without issue. In early 2025, I asked him if he could enclose my back patio ("gondola") and assemble a shed kit. He quoted $1,800 and said he could start as soon as the weather was nice.
  Shortly after, ****** contacted me stressed about personal issues. He said he and his wife had a domestic situation, resulting in his son going to foster care.
  ****** asked for $900 upfront to order materials. I hesitated but agreed only if he purchased materials first. He delayed several days, finally ordering on February 19th using my Home Depot card. against my judgement I gave 1/2
  ****** dropped the materials off on March 1st. Despite many promises (March 4th, 6th, 9th, and 11th), he never started work, citing weather or being busy. After weeks of excuses, I told him I would hire someone else and requested a partial refund. I offered he keep $150 for his time and return $750. He refused, saying he would keep $200 and refund $700, but no payment was made.
  When I asked when I could expect repayment, he said it would take 30 days. I explained that was not acceptable since he had my money almost a month. He became rude, calling me "pushy" and "difficult," yet continued to promise he would finish the job, but never showed up.
  When I mentioned contacting law enforcement, ****** responded, "Go ahead, we don't have a contract," despite numerous text messages documenting our agreement. He told me to "get a lawyer."
  I politely and infrequently followed up (March 14, April 11, and April 17). He refused repayment, stating, "Do what you need to do."
  I am a 58-year-old grandmother of 12 and cannot afford to lose $900. I am concerned he may target other vulnerable individuals, particularly single women. I was willing for him to keep $150 for his time, but he has kept the entire amount without completing any work.
  I have supporting documents, including screenshots of text conversations, payment records, and evidence of material purchases.

  Business Response

  Date: 05/27/2025

  see attached

  hi my name is ****** is high quality home improvements. all work was un paid by ****** 

   

  Business Response

  Date: 06/19/2025

  I will be giving 500.00 back even though I’m not required to and it will be by August first .according to South Dakota state law all materials were returned to customer ****** **** and she tried to control the entire situation and chose not to let me finish the work I agreed to do because it was right when she wanted done .There was still snow rain and cold weather.I never withdrew my agreement to follow through with the job.she kicked me off the job and asked for money back that wasn’t a fair amount for my time and work I had done.she’s a liar ,manipulatior and has control issues apparently. She also did not comply with city regulations like I had asked her to do,in order to even start work that she wanted done asap. I asked to put up shed and she said no she wanted me to do that last and that was just another episode of her trying to control the situation…made no sense to me at all.

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  I strongly disagree with M** ********* version of events and have written documentation to support my position.
  We agreed upon a refund amount of $700, as confirmed in our text messages, where *** ******* stated he would keep $200 for his time and for dropping off materials, and refund $700. His current offer of $500 is not what we agreed upon.
  In our written communication, *** ******* clearly confirmed that the shed was to be completed first. He is now attempting to reverse this agreement by falsely claiming that I asked him to do the shed last. This is untrue, and I have included the supporting text messages with this letter.
  *** ******* delayed the project repeatedly — despite promising start dates of March 4th, 6th, 9th, and 11th — and blamed weather, other jobs, and personal issues. After weeks of delays and broken promises, I told him that if he could not complete the work, I would need to hire someone else and requested a refund, minus fair compensation. That is not “kicking him off the job” — it is setting a reasonable boundary after ongoing delays and inaction.
  Additionally, my daughter, son-in-law, and the realtor I purchased my home from can all provide written statements confirming that *** ******* told them he was going to refund me the full $700.
  As for the permits, I was waiting for him to complete the shed first, as he agreed to. Since that portion had not yet started, there was no reason to pursue permits for the pergola/patio. His attempt to use this as an excuse is irrelevant to the complaint, which is solely about his failure to honor the agreed refund after not completing any work.
  His personal attacks — calling me a liar, manipulative, and controlling — are completely inappropriate and unprofessional. He initially claimed I never paid him until I showed proof of payment via Zelle from my bank account. I am a 58-year-old grandmother who trusted *** ******* based on previous small jobs he had done for me. I was more than reasonable, even offering to let him keep $200 despite zero construction being completed.
  He did drop off materials, but no work was done, and he continues to refuse to honor the $700 refund he agreed to in writing. I have included payment records, screenshots of our texts, and all supporting documentation that have been part of this complaint from the beginning.  
  
  Sincerely,
  
  
  
  ****** ****