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:12/11/2024

  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.

  My property was left in disarray I have been calling them with no response. If the job can't be resolved I would like my money back so I can get my property back in working order

  Business Response

  Date: 12/19/2024

  There had been some communication between ***** and the PM.  PM is out of office, but I will reach out to the ** to discuss. 

• Initial Complaint

  Date:12/05/2024

  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.

  Hyperbuilt was recommended by ******, their water remediation company when I experienced water damage in my upstairs bathroom on Oct 7th, 59 days ago. Drylux advised that Hyperbuilt would have our bathroom rebuild completed by the end of Oct, so we agreed to use them. We immediately filed a claim with our insurance to make sure everything would stay on track; however, Hyperbuilt still has not begun any work. They were quick to send us a contract to sign and told us to pay a deposit for half the cost of the rebuild, and they even took a double payment from our account, causing a financial hardship. We disputed the duplicate transaction, and the funds were later returned, but still no work has been started. Our ** still has never walked the job or given us clear direction on when repairs will begin. We were told to pick out fixtures online and send links to the *** which we did, even though he didn't gives us a solid price range or measurements to stay within. We were told the products we picked were on order, then when we followed up to see when the work would start, we were told the order didn't go through because their card declined. The ** said he was working with his supervisor to resolve the issue, so I attempted to escalate the issue with the ** who I emailed on 11/27 and again on 12/2. I called the office again and finally got to speak to the ** who advised he was unaware of the card declining and assured me that he would address the matter after he spoke to the ** the following day. He called me back on 12/3 wanting to start drywall repairs, which we asked to complete after the shower is replaced at the advice of the plumber. ** was provided bad info by the ** who has been unengaged. He asked if we still wanted to get tile quotes for the shower, which we never asked for, we just want to replace what we had. He had me send the links we sent to the ** and he would get back to me by 12/5, but didn't. This is a scam, I want my money back to hire a new contractor

  Business Response

  Date: 12/06/2024

  I have had communications with the ** and I did get back to her on the 5tgh as promised. I provided her with the schedule to get the tub installed and then the rest of the repairs required to complete the job. Majority of the work is expected to be completed by the end of the week of Dec 9th.  It may extend a day or two to get the carpet work completed once the other repairs are completed.  She was agreeable to the schedule as we discussed on 12/5.  

  Customer Answer

  Date: 12/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I filed this complaint after business hours, and received a call from the ** shortly after filing. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:07/29/2024

  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.

  We did an insurance claim, Hyper Built did the rebuild of the cabinets in the kitchen. Insurance (Travelers) paid fair market value for their work. Now years later Hyper Built still says we owe. How is this possible? They have harassed me for years. The work was done in 2021. If I have paid everything insurance gave me, what right do they have to squeeze me for more money? They are acting like con artists. Travelers has confirmed with me that this is a common practice in the rebuild industry.

  Business Response

  Date: 08/06/2024

  I understand ****************** concerns, although I am not sure how he feels this is a scam when the  work was completed as per the agreement. He signed a contract for us to do the work that was authorized by his insurance company.  The estimate provided by the insurance company is what we work off. 

  We had completed the job in of October of 2023.  ****************** had signed the statement of completions, which is stating that the work had been completed to his satisfactory.  When it came time to pay the outstanding balance, he would not return calls and we had reached out several times trying to collect and get this job closed.  This was viewed as harassment for reaching out multiple times to collect the balance.  He said it was a scam and that he didn't owe us the money, which is the money his insurance company had reimbursed him for the loss as a result of the damages. Part of the outstanding balance was his deductible that he is obligated to pay as per his policy and is calculated in the payout from the insurance company he chose. 

  Integrity is one of Hyperbuilt's core values and as the *** I ensure that we are honest and fair in our dealing with our home owners.   I am not sure how collecting an outstanding balance is viewed as harassment and a scam.  We are just trying to collect the agreed upon amount for the services rendered, so that we can close the job and move on.   If ****************** would like to reach out to myself, I would love to visit with him and discuss the concerns expressed in this complaint. He can reach me at ************.  

• Initial Complaint

  Date:02/21/2024

  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.

  We contracted with this company to remediate and repair our master toilet and bath area after water damage on Feb 2, 2024. To date, the work has not been completed and its been difficult to get in touch with anyone to make arrangements for completion. We paid the required deposit, selected the replacement products and nothing since then. They claim the ************* assigned to our job quit however, all of that came through the 3rd party flooring company. **** is our current contact however, he hasn't provided consistent contact or a plan to get our job completed. My wife spoke with **** today 2/20/24- after I have left multiple voice messages and texts. **** stated he would get back to us with a time line ( told me the same last week) and asked for any photos or anything we could supply regarding our job. My wife asked for completion within the next 7-10 days. We even agreed ro pay the extra $495.00 he said it would cost because of the flooring selected. We sent 2 photos via text to number he provider, and he never responded. This is a simple repair at this point and This job should have been completed at least a week ago but the communication and action has dried up. According to the contract we'll lose 30% of our total money if we stop the job so we want this to be resolved asap. The flooring company is ready to go. Just need hyperbuilt to do its part.

  Business Response

  Date: 02/22/2024

  Good morning!

  I understand *******'s concerns, specifically around the timeliness of the getting the repairs taken care of.  As I had talked to both ******* and his wife, I discussed with them that there were some bids that I had to track down and ensure they were accurate and within the budget allocated from the insurance  company and if not, there would be additional cost that they would have to incur based on the bid.  In addition to the bid , they lost their Project Manager and so we are trying to complete the project in a timely manner in order to allow them to get their home on the market, which is the urgency to complete the repairs.  The flooring is being coordinated with the ******* and as soon as it is complete, we will perform the finishing touches.  I had spoken to them yesterday morning to address their concerns and they seem to understand.   

• Initial Complaint

  Date:01/15/2024

  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.

  This started with a water leak in June 2023 now is January ****. Hyperbuilt has been unable to finish the work necessary for the job to be completed. Woodwork has been sent out 3 times for being done incorrectly. Plumbing was done and I now have no water to my dishwasher and ice machine. My kitchen was left a mess after work was attempted.

  Business Response

  Date: 01/23/2024

  I have had 2 conversations with ******* and I am aware of the issue of getting the couple of remaining items completed. She is fully aware of the couple of items which include some stain matching which is being done through a specialty shop to have it matched.  They quoted us a 2-3 week lead-time to have it completed.  There are also some corner block for the baseboards that had to be custom made as we have not been able to find any existing ones to purchase. They too quoted a 4 -5 week lead-time to make these custom corner blocks, which we are at the mercy of this company to manufacture them.    

  In our conversations she mentioned that she is very pleased with her project manager, which is in constant communication with ***************  Yes, I fully understand her frustrations, but her PM is working with her to get these completed as soon as possible.  We hope to have these couple of issues completed in the next couple of weeks as soon as we receive the items being manufactured and stained.  Believe me, we want to get this completed just as much as ******* would like to get it completed too.   

   

• Initial Complaint

  Date:12/16/2023

  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.

  Our basement flooded and they were the "emergency" company contracted with the insurance company to fix our problem and restore our basement. They came to us and asked us to sign the completion forms(said it was standard practice) and stated that they needed more money to finish the job. They stated once the insurance company paid them they would come back to finish the job. I have called dozens of times and spoke with "Becca" the front desk lady, texted but have heard nothing in return. I spoke once with the manager they acknowledged that they didn't finish the job but also now have no intentions of finishing. I have text and pictures to prove they didn't finish and have no intentions of finishing.

  Business Response

  Date: 04/24/2024

  After reviewing the complaint I have no home owner that is listed under the name of *************************,  I did have an employee by the name of *****, but she no longer works here.  If I could get some more information regarding this project.  Is the name listed under another name, or if you have an address that we could research it by would help?  I had called the number listed above and I haven't received a call that I am aware of.  If you could reach out to the office at ************ and ask for to the general manager, I would love to help get his resolved.

• Initial Complaint

  Date:12/11/2023

  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.

  Hyperbuilt was brought in by our insurance company to do a bathroom repair where our shower cracked. The original estimate was $7032. Before we started any work, we asked the project manager if we could do upgrades. He informed us that the estimate of the repair is what we were allocated to spend and if we upgrade we would have to pay the difference. ************* the project manager had little to no help in this project we had to contact ever contractor to get the work done. We have not received a final bill and I have asked over 5 times for a cost breakdown. After reviewing the cost breakdown from the initial estimate this company is attempting to charge us for $2800 in parts and work not rendered. Additional the final bill has a cost of funds allotted by insurance company for additional work rendered of $5157. There is no cost breakdown or labor breakdown of these cost. We are being charged for work not rendered and no one can seem to tell me the breakdown or cost associated for this additional work that wasnt rendered.

  Business Response

  Date: 04/23/2024

  I will reach out to ***** by the end of week to address his concerns and work with him to get the data he is requesting regarding the get his concerns addressed and the break out of the additional cost that is mentioned. 

• Initial Complaint

  Date:12/06/2023

  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.

  There was leak at this house my mother owns, Hyperbuilt contacted us in May/2023 to take the job for water damage restoration. They were to restore leaking pipes in the bathroom, walls, and the kitchen cabinets that are directly behind the bathroom where the problem originated. We had delays trying to get the home insurance to work with us once insurance issues were settled the problems started with hyperbuilt, (I worked as a communicator/translator between my mother and the company, due to language barriers). As first-time customers, we were extremely disappointed with Hyperbuilt. Their communication was terrible, and they never got back to us in a timely manner, even after leaving voicemails and text messages directly to the project manager. I had to keep asking for updates or request for them to come out they kept giving me the run around first with plumbers then with the cabinets, which took months because they got the measurements wrong, then with the countertop guys. One of the times I asked for them to finish the bathroom while we waited for the cabinets and countertops to get finished but they responded that they rather wait to not have to go out to the house twice. At this point it is September and still waiting for any progress I explained to them multiple times that my brother and his new family were were the renters and living there including a baby, the baby and mom had to move out because the house was not suitable for a baby, that was no concern to them. The workmanship was subpar, and it took them an unreasonably long time to get some work done. To make matters worse they are billing my mom and they didn't even finish the job we are now in December/2023 and the water valve in the bathroom is still leaking staining the new tub they just put in, they have been notified of this more than once and have not responded to this day. It has been a very stressful and terrible experience not getting any solutions and it has affected our whole family.

  Business Response

  Date: 12/07/2023

  I visited with the homeowner after having received the complaint, as I was not sure who the ** was, as it didn't state anywhere who they were.

  I talked to the the contact on the complaint and visited with her. I was aware of the situation and had it addressed with the technician that did the work. I had reached out to him and he had gone out and replaced the value, but it started leaking again, which I was not aware of until having receiving this complaint.   I will follow-up to ensure it gets resolved. 

  Customer Answer

  Date: 12/08/2023

  I have received contact from the manager, however it was to confirm which house it was since its not directly under my name and a brief explanation of the situation was given on my part. Manager stated hed review and follow up but was not clear on what is to be expected of them, we are expecting a solution. There should be better communication between the team because I had communicated the issue to them after it started leaking again, it shouldnt have come to having escalate the issue with the BBB to have a big project to our home be done right. I will close this complaint once the issue is resolved and my mom is satisfied. 

  Business Response

  Date: 12/08/2023

  I told her it would be taken care of and that it would need to be scheduled, which I was working with the technician to schedule a time they could get out there to get it resolved and that I would let her know as soon as I had a date.  I will follow-up on with her on Monday. 

  Customer Answer

  Date: 12/13/2023

  We have not yet heard from Hyperbuilt after the manager said he would reach out to me on Monday. I gave it a couple of days, its now Wednesday night. We just want a resolution or for them to take accountability of the job that was not well done since they did not think twice about billing us or the disregard they showed to the stress they cause. 

  Business Response

  Date: 03/07/2024

  I have had some conversations with her and we are sending out the plumber to resolve the issue.  They would have been there on 3-7, but it was requested by the her that they go out on Saturday, 3-9. 

• Initial Complaint

  Date:08/14/2023

  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.

  Hyperbuilt was recommended to complete restoration work after some flooding in the master bedroom and bathroom. Estimate was approved by insurance, and I paid 50% upfront. This equaled $4058 in March 2023.It was difficult to get someone scheduled to do the repairs. Workers came out on 2 occasions: one guy completed the drywall and another lady completed painting while '*******' completed the baseboard work. He had to return for a 3rd visit to complete the painting of baseboards. As of July 2023, only a small portion of the work had been completed and it was done poorly. I have photos of shoddy work: a quarter size hole left in the drywall; gaps between the tile flooring and the baseboards. Hyperbuilt has these photos. The flooring still needed to be replaced. I was replacing the laminate with tile and was aware I would be paying the difference in price. *********************** was the assigned Project Manager. When I would call and speak to him, he was frequently apologizing for delays. He blamed delays on my insurance company for not approving the subsequent estimate that Hyperbuilt submitted. USAA, my insurance, had already paid what they were going to pay. I wanted the work on my floors to get done. ***** would not proceed with setting up anyone to start thew process to repair the floors. I finally decided to fire Hyperbuilt and go somewhere else to get my floors done. I explained to ***** that I was firing Hyperbuilt. I wanted refund from my deposit, minus the work rendered. He said a refund of just over $300 was due. This was ridiculous. He used the estimate and figured that Hyperbuilt had done $3700 worth of work. That was not even close. I reviewed the estimate line by line and identified work completed versus work not completed. My refund should be $2017. I gave this info to *****. I have waited nearly 4 weeks for my refund. I am ready to take Hyperbuilt to small claims court, to get my money back. I am due $2017. Any help from the BBB is appreciated.

  Business Response

  Date: 08/23/2023

  I had a discussion with ******* and the project manager regarding the work that was not rendered.  We, meaning ******* and myself have agreed that Hyperbuilt will refund her for the work that was not rendered.  Her refund will be taken care of today, 8/23.  She had agreed to the amount on 8/21. 

  Customer Answer

  Date: 08/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/08/2023

  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.

  I was referred to use this company after i ran into my garage wall from my insurance company. They were terrible during the process. After "not completing the work. The piping in my son's bathroom is showing and was not sealed correctly and water could potentially get behind the walls and create black mold or my foundation to get wet. I also noticed a separation between the back panel of the shower nozzle and nails sticking out of my walls without base boards on them I contacted the project manager. He said he would get someone to fix the issue as soon as possible and no one has contacted me period. I waited and received no follow up calls. Several weeks later I sent an email to check status. I received an automated response that I would be contacted once he was back in office. I never heard a response. I called and spoke to the ** lady and it seems at no **** am i getting anywhere so i want to file a complaint

  Business Response

  Date: 07/18/2023

  After reviewing the case, there were a few items that needed to be corrected based on the homeowner's complaint. I had the crew that were there the first time go out and correct any issues.  They were at the property on Tuesday, July 18th to correct those outstanding items.  It was not that we had any intentions of not doing the work but was more of a scheduling issue. After the crew were there and let him know, they had completed their work, the ************** then called the ** and asked if she was satisfied with the items of concern and she said that the paint was still wet, so she couldn't tell. She did say that everything else was completed that she had asked to be addressed.  She did mention that the ** needed to contact her husband to see if he was satisfied with the workmanship.   I have asked the Project manager to call her husband and let me know if this work was satisfactory.

  If there are any other concerns, we will be pleased to ensure they are taken care of based on the repairs associated with the cause of the initial damage.