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:19/12/2022

  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.

  I contracted this company to do an addition to my place. Before they had finished job they the bathroom pipes had frozen and they addressed at that time the first year after I did not trust this solution and put on a heater myself. this year I choose to trust the **** fix but it froze again. They have a warranty but are not returning email. there is also a minor floor issue which was mentioned early fall which Murray told my son in law he would address months later nothing. * ***** *** ********* **** ******* ** *******

  

  Business Response

  Date: 16/01/2023

  Hello

  The is is response to the complaint from

  Deborah *******. To start, we would like to acknowledge that we have addressed any and all concerns that the customer has brought to our attention to this point and that her project was completed using stamped engineered drawings approved by the city along with multiple inspections by the city which all have all passed. In regards to the pipes that froze, we did address this right away in 2021 and we were told that the frozen pipes are no longer an issue. We just found out about them freezing again on December 9th. 2022. If she chose not to tell us until December 9th of 2022 that they did refreeze how are we expected to address this? My business partner has reached out to her and is waiting for a response. We are willing to work with the customer on a solution for this and agree that a heater in the garage would work. As this wasn’t part of the original scope of work we would be willing to come to a mutual agreement on covering the cost of the supply and install of a heater.  As for the flooring transition that was broken by the customer, we did agreed to replace it at no cost to the customer. With supply chain delays we had  been waiting for the replacement one for her and unfortunately it was misplaced by the movers when we moved our office location this past December. It has been re ordered and As soon as it arrives we will book a time to  go and replace it for her. If you have any questions please let let know. Thank you for your time. 

  Thanks

  Jamey *****

  Custom Design Build Group

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

   

  Customer Answer

  Date: 16/01/2023

  Complaint: ********

  
  

  I am rejecting this response because: I never paid for a no functional bathroom in the winter without an additional heater. I  don't know how I could break a transition piece as I have the exact flooring on main floor and transition piece installed  by a flooring company, and there no issues 

  
  

  Sincerely,

  
  

  Deborah *******
  
  
  
  
  
  
  

  

  Business Response

  Date: 23/01/2023

  Good morning,

  We are in contact with the homeowner and working towards an amicable solution.

  Thanks

  Jamey *****

  Custom Design Build Group

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

   

  Customer Answer

  Date: 26/01/2023

  Complaint: ********

  
  

  I am rejecting this response because: they have not responded since the 17th and at that time they said they would check it out. Nothing since. (Ten days ago)

  
  

  Sincerely,

  
  

  Deborah *******