Complaints

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• Initial Complaint

  Date:01/19/2023

  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.

  Hello,I hired Ideal Custom.Home Remodel LLC on the 9th of January 2023 to install seven(7) downspout extensions at my home. The downspout extensions were not only installed incorrectly but the fabrication and/or workmanship was indicative of an individual who had no competency in downspout installation. During the downspout extension installation this company caused damage to my existing downspouts. The employee added and/or removed parts of the system that he and I never discussed prior to the job commencement. I requested that the same material be used for the downspout extensions as my existing downspouts which are steel. Instead aluminum downspout extensions were installed. When I asked the employee about this he was dishonest and told me the material was steel. When I asked the owner about the material she told me it was the only material they could find last minute. Regardless of which way you view this situation, the company was not being ethical or abiding by the request I made for a specific material. If they couldn't find steel downspouts extension material then the owner or her employee should have informed me of this prior to the job. I have been in contact with the owner since this incident. I have sent her all the photos of the incorrect installation and extremely poor fabrication. Her suggestion of resolution is to send her employee back out to fix the job. I clearly relayed to her that I will be removing all seven(7) of the downspout extensions and returning them to her company. I let her know I do not want anyone from her company coming back to my home to repair a job they have no knowledge or skills in. I asked the owner if she could just compensate me for the repairs I have to make to my downspouts that alterations were made on without my consent. This company's website states 20 years of experience but it does not shine through in the work on my downspout extensions. It is a disaster of jagged, sharp, uneven mangled aluminum. Thank You.

  Customer Answer

  Date: 01/23/2023

  Hello,
  
  Hope all is well. Here is the additional information you requested for the complaint I filed with The Better Business Bureau, case ********. The screenshots with all contact information are included in the body of this email. There are two different physical addresses found. One address in *************, ******** and one address listed on the ******** Secretary Of ****** website in ***********. I have included both here.
  
  
  
  Ideal Custom Installs LLC
  
  Owner: *********************
  ************
  
  *************************************************************
  
  9337 ******* 
  ***********, **
  80031
  
  
  And
  
  
  16254 ************.
  *************, ********
  80022
  

  
  

  Customer Answer

  Date: 01/23/2023

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

   

   

  Ideal Custom Installs

  16254 ************

  *************, **

  80022

   

  Owner: *********************

   

   

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

   

   

   

   

  Business Response

  Date: 02/06/2023

  In the beginning of December, 2023 ***** ** had reached out to my company Ideal Custom Installs LLC about doing an artificial grass install for a dog run beside her home. She received my comapnay's info from Home Advisory with a listing I had posted for work. Her and I had spoke a few times on the phone and had committed to a date for our employee to come out and do a free estimate. Originally the date we had set, she had cancelled. So we had rescheduled again, later that date she emails me saying that my employee never showed up. I called my employee and he stated that was not true and that he had waited for her for almost an hour but she was the one who had no call no showed. Once again, I looked past it because we are all human and make mistakes, wasnt worth losing an potential client over and had maybe thought that I miscommunicated  with her about the date and time. This happened a few more times but we understood because everyone has a busy life and from what she had told us she owned a towing company and worked odd hours. Ideal Custom Installs main priority and goal is our clients satisfactory so we contained to try to accommodate her schedule.
  
  
   Fast forwarding now, December 16th 2023 we had finally set a date to get the estimate done, the following day December 17th 2023. Upon the arrival of our employee showing up to do the estimate for the dog run, she states that she has had numerous issues with other contractors she had previously on her property so ***** asked us to add more projects to the estimate which was not an issue at all. More work for us and another happy client was the way we were looking at it. We get the estimate done and emailed over to her within a few days of us finishing it. When she receives the email she responded with (sent screen shoots also of the email)
   "Hello,As I was reviewing the estimate today I do see that you are requiring a 50% deposit. When I met with your colleague at my home I did explain that if the company asked for a deposit that there was no need to move forward with the estimate.  He told me he was not certain what was required but that he would talk with the owner. I have had too much money lost previously with deposits and won't go in that direction again. I can make a payment to the company at the end of every week that a phase of work is done or I can buy the turf, door, and windows myself and pay your company to install them. If your company can meet me halfway on this then I would like to have your help on my project. 
  Once I received that email, I went against my better judgement and emailed her back explaining that it was our company policy but we will still find a way to work with her. (Screen shot also included) There were a few more emails exchanged after this, then she disappeared. I had sent emails and text messages and no response at all from her at all!
  
  
   Jan 4th my company had received an email frothier starting "Happy New Year, any updates I explained to her that I hadnt heard from her so we thought she had decided to go with a different company. She then states that she emailed me that she wouldnt be available until after Jan 5th, after reviewing my emails during this, her statement about the email was not true but we looked past it because we did not want to turn away an opportunity for a new client. During this time she tells me that there is still work missing from the original estimate and asked if we could comeback out again to re evaluate the job. Ok, no problem. I explained to her that we wouldnt be able to get out there until the following we and she was not happy about that so we were able to find time to squeeze her in that Friday Jan 6th 2023. Sunday Jan 8th 2023, I received an email from ***** stating that she needed us to start the gutter extensions as early as Monday because her basement had flooded and it was an emergency basis and she asked that we ONLY communicate with her thru email because she didnt like to talk on the phone or text messages. Ok, odd request but we were trying to accommodate our client. 
  
  
   Jan 9th 2023 our employee ***** was supposed to collect the money from ***** to get the materials per our email prior too with the financial agreement that she would pay for materials first and we would collect the labor after the job was complete. When **********;arrived ***** stated that she would just take care of everything afterwards when the job was complete. So ***** went to a few different locations to find materials, he called ***** and told ***** that this was the material we were able to find at the last moment since this was an emergency basis and she agreed. ***** at that time returns to her property and installs the gutter extensions and asked ***** to come out and do a walk thru at this time ***** refuses to come outside to do the inspection of where the gutters were placed because she was on the phone. ***** waited outside for awhile and she still refused so he left. I later that night had emailed ***** asking for payment of the materials and to set up a time to finish the gutter extensions. Thats when she emails me back saying that was not the materials she agreed on and she was not happy with the way they looked. I reached out to our employee and he stated that he was not finished he was waiting for her to approve the placement of the gutters but she kept refusing to go outside.
  
  
   Through out the week we had been exchanging emails, she stated that she didnt like the way it looked with the materials we had purchasedand that she wanted it re done. I explained that wouldnt be an issue and we want the customer happy so I would send the other owner out to finish the job. She was all for that until I told her I would need to collect money for the new materials she was requesting. I told her that my company would NOT be charging her for the materials that were purchased and installed previously nor would we be charging her for the labor either. I explained to ***** that those materials were purchased only because she had told us it was an emergency and it was the only materials available that day but they would keep water from going into her basement until we ordered the correct materials that she wanted. ***** was all for that as well until I told her I needed the deposit to order the correct materials because we needed to stick to the agreement that she would be purchasing the materials and we would collect labor afterwards. (This financial agreement was agreed upon in December 2022 and was never collected the first go around when she told my employee she would pay later that day but refused to come out of the house to pay or do the walk thru)When I explained that we would need her to pay for the new materials she disappeared from emails, text messages and calls for a few days. She then replied a few days later stating that my employee was harassing her to pay which was not the case at all we were just trying to collect the payment for the new materials and get moving on the job because we had been keeping our schedule open to finish her work. Then she went on to tell me that she didnt want us to come back to her property and that she wanted me to rememberce her for damage done to her property I explained to her there was no damage done to her property and we wouldnt be remembering her for anything beings that she didnt pay for anything. ***** at this time kept asking me to provide or prove to her that she said it was an emergency basis or prove to her or provide her certain information that she had sent in emails because she did not remember saying or doing certain things through out this time. When she sent this pictures of the work that was done, my employee states that he didnt not leave the work jagged and bent like that, that when he was there they were straight cuts in the pictiure ***** had provided to us (screen shot included) At this time, I explained to her that is why we do walk thrus at the end of each day, to protect them as clients and us as a comapny and when she refused to do the walk thru she forfeited any allegations that my company is the ones that did that. I continuously showed her that she was not correct and that is when she had asked my company to come out and do the work, I explained at this time I didn't think our company was a good fit for her as a client and us as a company because we had tried to accommodate her but it just wasnt working out. At this time she just continued to argue and fight with me saying that she wanted me to reimburse her, I explained one more time that there was no damage to her property and I think it was best we both went our separate ways with being as professional as possible. 
  
  
   Ideal Custom Installs LLC has been in business since 2010, we have been providing handyman services, carpentry, full house remodels, partial house remodels, commercial remodels and many other scopes of work and this is the first time we have had any issues with the BBB. We have also prided our selves on client satisfaction which in turn has created many return clients and referral's for new work and clients. We were a little taken back with the allegations by ***** due to my company having a excellent standing with all clients we have had. That being said, we are not stating we are perfect and understand that not everything always works out the way it is supposed too, that is why I continuously tried to rectify the situation with this specific client but we were not able to get back to the property to confirm that this was work our employee had actually done.
  
  
   After doing some research on these clients, this seems to be a reoccurring situation for ***** and her property with many contractors. Her and her husband hire small businesses like mine, have them do work without any money down, go out and do damage to the work done and then tells them she isnt happy with the work and fights with them until she gets the work done without paying for it. I spoke with the company that finished her fence and ***** still owes them $8000 for her fence along with other contractors for other jobs done on her property. These situations with clients like ***** are really unfortunate because it discourages small business to do work to help clients that are in real emergency situation and it ultimately cost one of our employees his job because he failed to collect a payment and a signature from ***** before starting any work. I feel like I tried to rectify the situation with ***** until I started realizing that there was not situation to fix, they are just set out to scam small business. I realize that in every situation as a small business owner, we can learn, improve and provide better for every client in the future. Out of this situation, we are open to any ideas or advice on how to handle these occurrences better and strive to be better as a company everyday. 
  
  
   I provided screen shoots of emails but can send more if you would like. Thank you for your time in this matter!