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:06/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  M&R group, ***************************, hired through Thumbtack to replace two toilets and 3 ceiling ventilation fans at our house. I received an estimate from ***** for $500 to do the whole project. Pictures related to the project were sent to the contractor on 5/22/23. I talked to him on the phone and explained that there may be drywall work/repair involved due to the size of the new fans. He said he understood and assured me that he has done similar jobs in the past. Contractor showed up to do the work on 5/26/23. Toilets were replaced and the fans were partially installed, but he declined to do the drywall repair at the time asking for additional $150. He assured us he can do the repair and match the paint exactly. We reluctantly agreed to pay the additional amount over the original estimate. He was paid $500 on 5/36/23. He came back on 5/31/23 to do the drywall repair and finish the fan installations. I had emphasized multiple times that it was important to us to have the work be done the right way. As it turns out, he failed to disclose his lack of work experience and expertise regarding drywall repair and ended up doing several things wrong which led to cosmetic damage to the ceilings in all 3 bathrooms. The drywall was cut too much, and he used putty instead of actual sheet rock to cover the large gaps. He used putty flush against the fan bracket sitting on the ceiling which I am told is wrong. Also, he failed to sand or texture the surface properly before painting. He said to wait for the paint to dry to see the results. I saw the results the next day. Terrible! Pictures attached. He later acknowledged via text that the reason the drywall repair turned out this way is because he does not do drywall repairs! Since he cannot be trusted to fix the damage, we hired another contractor to fix the cosmetic damage done to the ceilings for $400. ***** did offer $150 refund, but we are asking for $400 since that is how much has cost us to fix the cosmetic damage done by him.

  Customer Answer

  Date: 06/07/2023

  Screen Shot of pictures are copy/pasted in a word file in case you're still unable to open the jpg files.  Please confirm you can open the pictures and the case can proceed.  Thank you.

  *******************

  6/7/23

  Business Response

  Date: 06/18/2023

  On 5/26/23 I went to ****'s house to do a job that he had requested through thumbtack, which was to replace 3 ceiling fans, 2 toilets and some plumbing that was all part of the contract through thumbtack. But a couple days before I started the project he had called me and talked about what had needed to be done in the house which was exactly the same words from his email, nothing more nothing less. During the job there had to be 3 ceilings fans installed, 2 upstairs, and one downstairs. When I had opened the first box from the new ceilings fans upstairs I had noticed that the fans were oversized, they wouldn't fit on the current size of the ceiling. I told him that the cutout of the ceiling for the new fan is too small and that it isn't possible to take out the old ceiling fan through the attic because the attic was too small. For the downstairs fan it wasn't possible to access the old one by cutting out the upstairs floor to access it. From there on I had to explain to him that the only option is to cut out a portion of the ceiling to fit the new fans that he had bought from ******* and he had accepted that. I finished my job with everything required to do and he asked me to cover the gaps of the ceiling and the new fans with tape till someone came to fix it for him. As I was preparing to leave his wife had came home, they were discussing on what to do to fix the gap and **** asked if I knew anyone that can help with the gap. I said that I can come back, cover the gap with drywall with the materials I had for $150. They became extremely happy because I was offering to do 3 gaps for such a low amount and we had planned for me to come back a later date to come fill the gaps. When I came back to do the drywall **** had told me that his wife did not like the white ****** explained to him that I had to change the wire connection and this was a additional job without pay. I replaced all the LED's on the 3 ceiling fans and I had installed the drywall for the gaps. Everything was finished, I showed him the 2 upstairs fans and we continued downstairs where I showed him the ceiling fan but the drywall wasn't completely dry yet. I asked him if there's any problems and he had said "I don't really mind it but my wife might be sensitive." The day after he had texted me that it had looked awful, I believe that he had thought with only $150 it would come out perfect, that isn't the case. I had explained that with only a $150 I would fill the gap noting relating to other things like sanding or painting. If that was the job request I would have had to come back 3 times to finish the whole thing. I had offered to refund $80 but he didn't accept. He went on to thumbtack to report and this is where thumbtack had opened up a solution center for us to come to a solution. After multiple long messages between each other we never came to a solution. I will attach all the screenshots from the solution center. We went back and forth multiple times and near the end he had said that he had been emotional about the process because in the past other contractors have led him on. This does not justify his false accusations of my work. ********* is helping both of us on finding a solution. I was advised to respond to here but to find a solution it will be through thumbtack. 

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20152362
  
  I am rejecting this response because: Pay ** the $150 you had agreed to in Cashiers check, personal check, or Cash in order to close the complaint.  I do not need nor interested in any additional comments or explanation from the contractor at this point.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/13/2023

  Issue has been resolved through thumbtack.

  Customer Answer

  Date: 07/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************