ComplaintsforEthos General Contractors, LLC

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They left a hump in the roof around our gutter and refused to come out and repair or warranty the work. Instead, they blamed it on the prior crew and said it was already there, which of course is false, because for one I have photos showing it wasn't, and secondly if it were there they would have noted it beforehand and asked the insurance company for the money to fix it. Instead they said they would give us a quote, after the fact, for their company to repair it out of our pocket.Additionally, their subcontracted paint crew ruined our vintage, wooden garage door. They left globs of paint/caulk/primer (who knows what) on that door. Then they tried to "fix it" but instead they sanded through the door, leaving deep scratches. The other repairs on the door they attempted lead to flashing. There are still globs on the door (see photo below of the door).The bottom line is you should avoid this company. They'll probably deny all of this, but I will attach photos showing the scratches, flashing, and globs they left on the garage door, and the hump in the roof (look at the raised area around the gutter). They also damaged our roof inside the garage. I have video of that, but Yelp won't let me upload video. I'll take screen shots from the video when I have time and upload those. But basically the crew was so rough in their hammering that chunks of the roof splintered off into the garage and attic.Finally, do not trust their "warranty", as they will blame any issue that they cause on your expectations (gaslighting), the prior crew, or the age of your home.

  

  Business response

  01/22/2024

  The dispute is not $35,000

  The customer has not paid us his $5k final invoice.

  The customer already has hired an attorney

  The dispute is as follows:

  1.  A minor cosmetic roof issue that was pre-existing which a photo is uploaded. This is not our responsibility contractually as it was pre-existing nor does it affect the functionality of the roof. The roof also passed city inspection.

  2. The garage door is a basic builder grade door from ****, it is not custom or vintage. The customer was not happy with a few paint drips on it in which we corrected. He was not happy with the repairs in which we offered $1,000 off the final bill. He wants a brand new $6,000 garage door which we feel is not a fair compensation solution.

  Our offer of $1,000 off the final ******************* stands.

  Customer response

  01/22/2024

   
  Complaint: 21174455
  
  I am rejecting this response because:

  The person responding to these complaints is the business owner, who has literally never even been to the job site, which shows in his responses. He keeps writing me about the corner of the roof, when the issue is the hump around the gutter. The corner WAS lifted before, which I told him. He hump was not. He's not even circling the correct area of the roof. Further images of the door they damaged. I have video of his crew literally sanding through the door, which I can't upload here, but it's what they did.
  
  This person doesn't know what he's talking about. Wrong area of the house, never visited the house, BBB asked what the job cost was, which was 35k, and he's posting a photo of the door that doesn't show the damage on purpose to ***** responsibility for what his crew did.
  
  Sincerely,
  
  **********

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a solar install purchase agreement through Ethos GC in July 2022. As part of a 3 way partnership, ***** was the lead in project management and design, Solare the installer. While the below issues are well know to Ethos, due to continued poor communication and inaction through this week, I am fully tapped out. I am writing to call attention to what has been the worst example of project communication and execution I have ever experienced. When we chose a solar solution in June 2022, it was based on value, timing and partnership with what was touted as an industry leader (Powur). I appreciated the messaging and engagement against 3 other solar bids which is why we signed (and paid) with on July 7, 2022. The set expectation of permission to operate was by Fall, 2022. While project management has been through Powur, the number of design miscues, failed scheduling and permit applications, misleading and false communication and failed scheduled installs has been beyond reason. Now at 11 months post project start, I have logged nearly 100 emails/calls, calling out every misstep and the complete disconnect between all 3 entities involved. I and a neighbor met directly with Ethos on several occasions, including in December when my neighbor cancelled their project. Ethos' role has essentially disappeared, leaving me to fight battles with ****** and ***** alone. I have had to constantly engage with **************** permitting and ************************ in an effort to keep tabs and progress on the project. There are ongoing problems with the electrical design and meter that no one is actively managing. Multiple "escalations" and the promise of support "asap" have resulted in nothing tangible. And, while I have continued to stay engaged and patient after 11 months, I can no longer accept this disengagement. I paid Ethos to be my representative on this project and they have failed to deliver.

  

  Business response

  06/03/2023

  Dear *******,

  
  I hope this message finds you well. I am writing to address the concerns you have raised in your recent complaint to the Better Business Bureau regarding the installation of solar panels by our company in partnership with Powur, a third-party solar provider.

  
  First and foremost, please accept our sincere apologies for the significant delay and inconvenience you have experienced throughout this process. We understand that the timeline for the completion of your solar panel installation has dramatically exceeded expectations, and we share your frustration. Please be assured that we are fully committed to finding a resolution and ensuring your satisfaction.

  
  We have been actively engaging with ***** to address the issues at hand. We have made numerous attempts to contact them, expressing the urgency of the situation and emphasizing the impact their delayed response has had on you, our valued customer. Until yesterday ***** has been unresponsive, making it challenging for us to obtain a satisfactory resolution in a timely manner. I received a message from ***************************** an executive at ***** who said they will be reaching out to you by end of day Monday.

  
  Please be assured that we are taking this matter very seriously, and we are pursuing all available avenues to resolve this issue promptly. We understand and acknowledge your request for a refund due to the extended delay and lack of communication from Powur. While we do not have direct control over *****'s actions, we are advocating on your behalf and exerting pressure to ensure they rectify the situation as soon as possible.
  We genuinely value your business and your satisfaction is of utmost importance to us. We are determined to make things right and will continue to exert our best efforts to get Powur to fulfill their responsibilities and complete the project without further delay.

  
  Unfortunately we as Ethos cannot do any type of refund, because the contract is not with us and we have not received any payment from you.

  
  Once again, please accept our sincerest apologies for the inconvenience caused by this situation. We genuinely appreciate your understanding and patience, and we remain committed to resolving this matter to your complete satisfaction.
  
  

  
  Sincerely,

   

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

  Owner Ethos Roofing & Restoration

  Customer response

  06/10/2023

   
  Complaint: 20136456
  
  I am rejecting this response because:

  This complaint was not precipitated from recent events. It is the culmination of **************************************************************************************************** August 2022 when we couldnt get clear answers on a design completion. They were present in each month from September through December when we were told a permit application was submitted and approved only to discover nothing was on file with ********. I have had to constantly check on / validate progress including calling ************************ and *************************** On almost every occasion, there were mistakes made on the project side. This should never have been my role.

  Regarding my request for a refund, if this project sees an actual end, you will be compensated from the funds I am paying. I feel justified in saying the extensive time and effort I have put in should never have had to be expended...and has value.

  Again, what eludes me still to this day is that despite documented problems and delays going back to August 2022, I continue to get the same response. Out of our control...escalating...etc. That is not what a much maligned customer should ever be told...
  
  Sincerely,
  
  *****************************

  

  Business response

  06/23/2023

  Thank you *******. I have been in communication with ***** and they have stated they are working on a solution with you directly. It is my understanding everything has been installed. You have requested a refund from Ethos, I am not sure how we can give you a refund when the project has not been paid for nor have we received funds from Powur. Please specify the dollar amount you want taken off the bill so I can relay that to ***** and we can work out a solution. Thank you.

  Customer response

  07/03/2023

   
  Complaint: 20136456
  
  I am rejecting this response because:

  Until there is an agreeable solution through either Ethos or Powur, I do not want to close this complaint.

  Powur has gotten the inspections scheduled for the second half of this month. I am skeptical given history that the inspections will conclude without issue. If they do, there is still up to 45 days for PTO to occur. That means that September is the likely month where I will be able to generate and consume electricity, 14 months after putting down a deposit.

  My suggested resolution is based on what amounts to a ~9 month delay from an acceptable project completion. Not only have I continued to incur electric utility costs, I have lost the peak generation months that help me to break even in time frame I expected when deciding to go forward. I will be operating at an energy deficit through next February. Recovering my cost of electricity from February through operation, the loss of surplus generation from February through operation, and some level of recompense for significant engagement I have had to expend to keep this project moving forward.

  To date, per agreement, I have paid ~$37k. The ~$12k balance will be paid at operation. Whether it is Powur or Ethos, I feel I should receive a partial refund based on the above factors. Using 7 months, I would factor the electricity costs and loss of surplus at ~$2100. I feel taking this to $3k addresses all that I have had to endure in getting to operation. This is of course assuming that all remaining events move forward without further delay.

  You may convey this to Powur and advocate for consideration.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/16/2023

  ******* I have sent ***** the request for the 3k discount. They told me we should hear back from a manager this week. I will let you know as soon as I hear from them. Again my apologies this has taken so long we have done everything on our end to move this along through the levels at Powur.

  Customer response

  07/24/2023

   
  Complaint: 20136456
  
  I am rejecting this response because:
  

  Powur responded with a much lower refund (2% of project cost) amount than requested. I was told that it was the best they could do.

  As it stands, the installation failed inspection with Loveland. ****** was fired prior to the inspection and I have again been put in a position to wait for something to happen. I fully regret having not cancelled this project when I had the chance, as I have basically had to fend for myself at every turn. Corrections have to be made and I have no idea when I will be operational.
  

  
  Sincerely,
  
  *****************************

  

  Business response

  08/10/2023

  It received notification you have come to a settlement agreement with Powur. Can you please confirm this?

  Customer response

  08/11/2023

   
  Complaint: 20136456
  
  I am rejecting this response because:

  While I have resolved a separate complaint with *****, my complaint with Ethos still stands. I had had to expend significant time and effort to keep my **********************. It took 7 months longer than originally presented, I had to continuously prompt all parties to take action and as a result, incurred added expense that should not have been mine.
  
  Sincerely,
  
  *****************************

*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. ↩