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:08/28/2023

  Type:Order 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.

  We wanted to do a basement finishing with Better Built Basements and signed a contract with them. After signing the contract, we learned through our own research that we needed to have some additional work done prior to getting any basement finished. So, we started down that path and learned that the additional work was going to cost tens of thousands of dollars. So, that fundamentally changed the basement project. We reached out to Better Built to explain that although we wanted to do the basement, it would be very delayed and might be cancelled given the sudden increase in cost. We wrote to them and explained the situation and spoke to them on the phone.
  
  In response, the owner of the company sent a rather threatening email saying that we would get no refund, nor even a partial refund, or even to use the funds for something else. We were threatened with legal action as well.
  
  We made every attempt to resolve the situation, but it seems they are unwilling to work with us.
  
  The money represents the initial down payment, signed on July 11, 2023. They only provide a 3 day window for cancellation, which in hindsight, seems almost like on-purpose. We are not even seeking a full refund. A partial refund is acceptable. Their response is attached, which is rather combative and completely non-professional.

  Customer Answer

  Date: 08/28/2023

  This matter is successfully resolved and no further action is required.

  

  Business Response

  Date: 08/28/2023

  To whom it may concern,

   The customer sent an email requesting his deposit back. Stating he had issues with waterproofing and that We should have caught this for him. (we're not a waterproofing contractor) He actually signed a contract with a waterproofing company and then backed out and wanted his deposit back also. His salesman called him and told him that per the State of ** there is a 3 day right of rescission. After that date the deposit is non refundable. He stated that was unacceptable and wanted a refund if not a partial refund. He also emailed the office and called numerous times trying to get a different result from someone else. At that point I felt as the owner I had to stop the daily barrage of emails and calls that he was putting our office through. I sent him an email that stated all the facts and gave him options to remedy it. There has been a lot of work put in that was done by the team. Permits have been obtained and job is ready to start. The customer can proceed, which he has stated that he wants to go in a totally different direction then what he signed a contract for. He can cancel and that is fine with us also. This complaint is strictly to try to put pressure on the company for a refund. Our contract is very clear on this issue.