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:04/15/2025

  Type:Order 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 am filing a formal complaint against **** partner, Contractor Connection, regarding significant delays and a lack of transparency in handling my homeowners insurance claim. The issue has created an unsafe living environment for my family, including small children, and I am concerned that **** and Contractor Connection may be attempting to avoid payment despite previous commitments.
  
  • In 3/2024, **** directed me to Contractor Connection to resolve an issue with a non-responsive contractor who improperly installed flooring in 2020 in our whole house
  • On 9/11/2024, Contractor Connection representative ****** confirmed that they would compensate us directly for our floor replacement, due to issues with the contractor involved.
  • We submitted all required documentation and receipts promptly.
  • On 3/3/2025, ****** informed us that the payment amount was being finalized after a meeting with the CEO.
  • However, a recent email from another Contractor Connection representative, ****, has contradicted this, now referencing ongoing questions about the contractor and warranty, with no mention of direct compensation.
  • I followed up requesting clarity and a payment timeline, but the response was vague and avoided directly addressing the questions.
  
  Despite multiple emails and efforts on my part to seek clarification, Contractor Connection has failed to provide a firm commitment to pay, nor have they issued the promised reimbursement.
  
  Impact:
  • We are living with unsafe flooring that presents daily safety risks to our children.
  • This prolonged delay has caused emotional distress, financial strain, and a loss of trust in **** as a trustworthy service partner.
  
  Resolution Requested:
  • A formal review of Contractor Connection’s handling of this claim.
  • Confirmation that Contractor Connection is obligated to compensate us directly.
  • Assistance in compelling Contractor Connection to honor its original commitment and provide a clear payment timeline.

  

  Business Response

  Date: 05/13/2025

  Ms. **********,
  
  We have resolved the complaint with Ms. ****** and
  communicated the decision to her on 4.22.25. 

  The below is the update we intended to provide on 4.23.25 and missed doing so. Please let us know if additional information is needed. 

  Thank you for bringing this to our attention and allowing us the opportunity to respond!

   

  Dear Ms. *******,
  
  Contractor Connection provides access to a
  credentialed network of more than 5,000 general and specialty contractors,
  providing services throughout the U.S.  For more than 20 years, we have
  provided access to credentialed contractors to property owners through
  insurance carrier referral or through our consumer website. 
  
  Our investigation into this matter has been completed. We have resolved the
  property owner’s concerns and have clearly communicated the details to all
  stakeholders.
  

• Initial Complaint

  Date:03/05/2025

  Type:Sales and Advertising 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.

  Kin insurance uses Contractor Connection (CC) to manage contractors in their Repair Program. CC states on their website that their approved contractors provide fair and accurate estimates and quality repairs, and that CC offers a 5-year warranty on workmanship.
  In September 2024, Kin assigned CC to rectify complaints with the contractor that was assigned to rebuild our home after a major house fire, and a Resolution Coordinator was assigned. However, the Resolution Coordinator did nothing; in December 2024 Kin stepped in and backed us, and finally a Crawford inspector was assigned to inspect our home.
  On January 22, 2025, the inspector took pictures and documented a lot of incomplete work from the estimate, poor workmanship, portions of the home not "to code", and further damage done by sub-contractors while on property. Also documented was the pool cage which the contractor charged $5400 to detach for roof repairs--that was never detached.
  The inspector submitted a formal report to CC on February 4, 2025.
  On February 10, 2025, the Resolution Coordinator emailed me and apologized for the bad experience with the contractor. She then stated that the plan of action was to have the contractor complete an estimate of credits to reimburse funds related to improper or incomplete repairs on the assignment. She also stated that CC would assist in liability damages and asked for supporting photos, which I provided.
  On February 20, 2025, I received another email from the Resolution Coordinator who was now clearly backpedaling and was referring to the situation as a "dispute" and requested that I conference with the contractor.
  At this point I offered a fair settlement
  1) My house brought *to code* including electrical and plumbing issues, and missing hard-wired smoke and carbon monoxide detectors
  2) Refund of the $5400 paid to contractor to detach the pool cage--that was never detached--to use towards incomplete repairs and damages.
  
  Contractor Connections never responded.

  Customer Answer

  Date: 03/05/2025

  Photos showing the roof being done with cage fully *attached*. 
  Paul Davis was paid $5400 (see screenshot of estimate) for pool cage detachment. 

  Customer Answer

  Date: 03/07/2025

  Photos showing varies stages of roof repair with the pool cage fully attached. 

  

  Business Response

  Date: 03/12/2025

  Dear ****** **********,

  Contractor Connection provides
  access to a credentialed network of more than 5,000 general and specialty
  contractors, providing services throughout the U.S. For more than
  20 years, we have provided access to credentialed contractors to property
  owners through insurance carrier referral or through our consumer
  website.  
  
  Our investigation into this matter continues.  We are
  actively working to resolve the property owner’s concerns and have clearly
  communicated the details of our continued investigation to all
  stakeholders.  We will continue to work with the homeowner to resolve any
  remaining concerns.

  
  Regards,
  
  Contractor Connection

  Customer Answer

  Date: 03/13/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: Contractor Connections (CC) has had six months to resolve this issue. This has involved at least 40 email exchanges with an "Issue Resolution Coordinator" set up by Kin Insurance, as well as an inspection by an inspector of CC's choice. The inspection provided evidence of incomplete work from the estimate, poor workmanship, and property damage caused by sub-contractors. Additionally, my house is left in a state that is not "to code" involving multiple safety issues. Moreover, $5400 was retained by their contractor for pool cage detachment--deemed necessary in the estimate for roof repair--but the pool cage was never detached. Pictures uploaded show the pool cage fully *attached* during all stages of roof replacement.

  CC claims that their contractors provide fair and accurate estimates and quality repairs, and CC provides a five-year warranty on workmanship. Despite this, there has been nothing resolved in six months, and there has been no further communication from Contractor Connections since a fair settlement offer was made to them on 02/20/2025.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 03/19/2025

  More Informacomplaint #********
  
  Can I please get an update to this complaint? I rejected the response of the company Contractor Connections because it is nothing more than the same "smoke and mirrors" tactics that they have been doing for over six months. They are blowing me off and are hoping that I give up.
  
  There has been no response to my rejection. 
  
  When will this complaint be posted to the BBB website? This is absolute fraud; they do not manage their contractors, and they advertise that this is what the company does on their website. The contractors know this and are ripping consumers off and getting away with it! 
  Please help me bring attention to this. 
  

  

  Business Response

  Date: 03/21/2025

  Contractor Connection desires to continue its resolution process
  with *** ******* but our contact attempts over the last week have been unsuccessful.
  
  Our team is ready to provide an update to *** ******* and
  look forward to speaking with her soon.  

  Customer Answer

  Date: 03/22/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: Contractor Connections made ONE attempt to reach me late this week by phone call--Thursday evening, March 20, 2025 at 5:20 PM. 

  I responded by both text and email stating that communication of a resolution needs to be in writing by email; I am not discussing anything verbally.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 04/01/2025

  complaint #********
  Can I please get an update to this complaint? There has been no response to my rejection by Contractor Connections. 
  They have not made any serious resolution suggestions to resolving this. 
  In fact, they threatened us with “mystery charges” to try to silence us and shut down our settlement offer.
  I pointed out to Contractor Connections that the last “change order” from contractor had a credit balance of $1800 in our favor. In addition, we were part of the Kin Insurance Repair Program, we did not plan and/or negotiate with, or pay the contractor—Kin did. The contractor presented a certificate of completion and Kin has put in writing that they were paid in full. 
  
  To that end, we have thousands and thousands of dollars of items that were not completed or are completely missing that the contractor was paid for, and did not do. And our house is not “to code” in areas relating to safety.
  
  When will this complaint be posted to the BBB website? 
  Contractor Connections does not manage their contractors and they advertise that they do on their website. I submitted a screenshot of their website. 
  Their contractors know this, and are ripping consumers off and getting away with it! 
  Please help me bring attention to this. 
  Thank you,
  ***** *******

  Customer Answer

  Date: 04/01/2025

  response to BBB ****** ********** message on 04/01/2025:

  Contractor Connections communicated by email after my last rejection (I stated we would not discuss verbally with them—this is due to lack of consumer trust). 
  However, as is the case for over six months—they are not doing anything to resolve this.
  I was told that they had 10 days to respond to my BBB rejection. It is now over 10 days.
  Are you saying that this complaint is closed?

  Customer Answer

  Date: 04/02/2025

  This is the email from Andy Box who responded on March 27, by email. Contractor Connections are now back-pedaling from the February 10th email (previously uploaded) stating (after reviewing the inspection report) that the contractor will return funds that contractor was paid for and either did not do the work or it was left incomplete and/or was poor workmanship, and offered assistance to fill liability claims for damages done by sub-contractors.

  Now in this March 27th email they are claiming that there is $11,000+ in mystery work that contractor did and did not charge for, that in their words covers "any issues that would fall under the workmanship warranty that would be valued above and beyond Paul Davis' settlement of $11,401.27" (Paul Davis being the contractor). Why is the contractor suddenly offering a settlement nearly seven months after presenting a certificate of completion? They were paid in full by Kin Insurance as part of the Kin Repair Program which had nothing at all to do with us. In addition, there was a credit balance due to us, on the last change order.

  This is another example of fraud, and it's dispicable that it is fraud on senior citizens. 

  

  Business Response

  Date: 04/02/2025

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

  We confirm receiving a text message from *** ******* on Saturday 3.22.25 wherein she thanked our Issue Resolution Supervisor for reaching out to her and stated that she prefers that all communication be completed via email. 

  Contractor Connection is diligently working to bring resolution to *** ********* complaint. As we navigate our process, we will be sure to keep *** ******* informed of actions and decisions. 

   

  Thank you for allowing us the opportunity to provide a response. 

   

  Customer Answer

  Date: 04/03/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: Contractor Connections has already contacted me by email which I already uploaded. They have no intention of  guaranteeing the poor workmanship of their contractor and the work the contractor blew off, or addressing additional damage caused by subs.

  In fact, they are trying to silence me with a claim of unpaid work. The contractor was paid in full by Kin Insurance as part of the Kin Repair Program. Currently, the contractor also owes me for a credit on the last change order.

  This is Contractor Connections delaying.
  This is Contractor Connections rebuffing their guarantee of contractor workmanship and accurate estimates, after they previously apologized and agreed to hold the contractor accountable. This is Contractor Connections trying to bully me into silence with threats of unpaid mystery work seven months later. 

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 04/11/2025

  As promised, we are providing an update on *** ********* complaint.  We have been in constant contact with all stakeholders to reach an amicable resolution.  Upon review of the information and documents received, it is our finding that the contractor has substantiated their claims that the repairs were completed properly. Additionally, credits *** ******* was seeking have already been applied to her balance owed to the contractor, which has been entirely waived. We are verifying information with the local building department and expect a response and determination shortly. We will be contacting *** ******* advising her of our decision, along with supporting documentation, once we have obtained all information needed to finalize.  We will also advise the member that if she does not agree with our decision, then she has the option of contacting the building department to protest the inspection report they completed, which reflects that the electrical work regarding the GFI outlets and smoke/carbon monoxide detectors were installed according to code.  If she elects, we have the option to engage a different electrician to inspect the property to determine if the electrical work in question was completed properly and according to code.

   

  If we receive a contradictory report from either the building department or electrician, we will re-evaluate our decision.

  Customer Answer

  Date: 04/12/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because this is Contractor Connections using smoke and mirrors in an attempt to wiggle out of their workmanship guarantee, once again.

  I have attached change orders that reflect a credit balance that is still owed to us from contractor. Claims of  upgrades e.g. tub and lighting, are in the change orders. 
  Claims of installing granite are false, “fake granite” was installed and is not an upgrade.. Contractor changed the cabinet order and there are questionable charges  on the invoice adding up to nearly an additional $6000 (see attached).

  Plumbers did shotty work causing multiple call backs for leaks (not additional upgrades for plumbing work). A courtesy adjustment of $416.99 from Polk County Utilities for construction leaks is attached.

  Missing and incomplete work remain unresolved, as well as property damage. 
  

  The contractor elected for virtual inspections for code permits (see attached) and likely is the reason my home is not to code in multiple areas. 

  At this point we will  pursue further action against Contractor Connections’ fraudulent workmanship guarantee including  filing a complaint with the Florida Attorney General and the National Elder Fraud Agency; we will contact our congressmen, and seek pro-bono legal representation.  
  We will do whatever it takes to get our  home to code for the safety of our family, and we will seek a refund for incomplete/missing work and damages.

  
  

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

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 04/12/2025

  Contractor elected for virtual permit inspections.

  Customer Answer

  Date: 04/12/2025

  Emails from contractor verifying change orders and a credit balance still owed to us. 

  Customer Answer

  Date: 04/12/2025

  Email from Polk County Utilities showing a $416.99  courtesy adjustment for construction leaks.

  Customer Answer

  Date: 04/12/2025

  Invoice total for cabinets that were changed by contractor.

  Note questionable charges including a repeated $1220.70 charge.
  These questionable charges add up to nearly $6000.

  Customer Answer

  Date: 04/17/2025

  Update:

  A Master Electrician hired by Contractor Connections completed an electrical inspection yesterday and found many code violations; the electrician provided an estimate for $13,770.82 to bring the house to code.

  Plumbing code violations remain. 

  i have provided Contractor Connections with a list of missing work from the estimate (that the contractor was paid for) totaling $16,619.07. Incomplete work and damages are not included in that total. 

  i have provided Contractor Connections with all of the signed “Change Orders” (as their contractor did not provide them) and pointed out $3343.02 worth of fraud on them.

  Currently there is a missing Roof Permit Final. There is no sign-off on the Building Permit, and no Final is listed in the Permitting Report.
  Note: The roof failed previous inspections by county inspectors. Contractor Connections said they would provide more information about the missing Roof Final—they haven’t.

  Mechanical inspections sited violations needing corrections in order to pass “Final”. It appears the Mechanical Final was virtual as the Building Permit was not signed, yet the correction was not made.

  

  Business Response

  Date: 05/19/2025

  Dear *** *******,

   

  Contractor Connection provides access to a credentialed network of more than 5,000 general and specialty contractors, providing services throughout the U.S.  For more than 20 years, we have provided access to credentialed contractors to property owners through insurance carrier referral or through our consumer website. 

   

  Our follow-up investigation is now complete. After reviewing the facts surrounding the concerns raised, we have determined that no additional payment is justified, as repairs were completed properly and/or repair issue credits were applied to balance owed. We have communicated our decision to all relevant stakeholders and have informed *** ******* of her available options. As a result, we now consider this matter closed.

   

  We appreciate your patience and professionalism throughout this process.

  Customer Answer

  Date: 05/19/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: the matter is FAR from closed. 

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:09/04/2024

  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 complaint is related to BBB Complaint #********.
  My kitchen suffered a water leak in February 2020 and the repairs were covered by insurance. The work was done under a long-term guarantee by a contractor, Guardian/BMS Cat, whose guarantee was managed by Contractor Connection. The tile floor was replaced and was defective. Tiles began to loosen and grout chipped out. Investigation by an expert hired by Contractor Connection verified that the floor was improperly installed and needed to be replaced. An estimate was written for $5,120.71 and a check issued by BMS Cat, however, this estimate was incomplete as it didn't allow for underlayment tear out and replacement which was necessary. I returned that check. Actual repairs cost $8,399.69 and detailed costs and photos were supplied to both Contractor Connection and BMS Cat. Both now ignore my inquiries. I previously filed a claim with BBB against BMS Cat, but that was closed because you decided my proper claim would be with Contractor Connection. This is the re-filing of this complaint.

  

  Business Response

  Date: 09/09/2024

  Contractor Connection provides
  access to a credentialed network of more than 5,000 general and specialty
  contractors, providing services throughout the U.S.  For more than
  20 years, we have provided access to credentialed contractors to property
  owners through insurance carrier referral or through our consumer
  website.  
  
  Our investigation into this matter continues. We are
  actively working to resolve the property owner’s concerns and have clearly
  communicated the details of our continued investigation to all
  stakeholders.  We will continue to work with the homeowner to resolve any
  remaining concerns.

  
  Regards,
  
  Contractor Connection

  Customer Answer

  Date: 09/16/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: 

  I never received a request from you regarding resolution of my claim and it has not been resolved.

  I have heard from Contractor Connection and they promised me a response by the end of last week, however, they did not contact me again.  I am waiting on their response.

  This is definitely not resolved and I would appreciate it if you would hold this matter open until it is.

  Thank you.

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 09/25/2024

  Dear *** *******,
  
  Contractor Connection provides access to a credentialed
  network of more than 5,000 general and specialty contractors, providing
  services throughout the U.S.  For more than 20 years, we have provided
  access to credentialed contractors to property owners through insurance carrier
  referral or through our consumer website. 
  
  Our investigation into this matter has been completed. We have contacted the
  contractor and the property owner and reviewed the underlying claims as well as
  the resolution proposed by the contractor to the property owner.  Our
  follow up investigation identified that the proposed resolution includes a
  return of all funds paid to the contractor by the property owner. Based
  on the facts of the claimed concerns we have concluded this represents a fair
  and reasonable resolution. The property owner has rejected the return of these
  funds; however, the contractor remains willing to re-issue payment. 

  Customer Answer

  Date: 09/25/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Their warranty should not be limited to simply the amount that I paid the contractor.  We had to perform tear out and replacement of the sub-floor that was necessary in order to effect repairs.  I believe that the contractor owes the amount necessary to repair the problem, even if that amount exceeds the amount they were paid in the first place.  If they had done the work properly this tear out and replacement would not have been necessary.

  Thank you.

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 10/02/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  I would like to point out that BMS Cat has argued that they
  don't owe me anything more than the amount that I paid them for the flooring
  initially, that is, they can't be obligated for anything greater than the
  amount that they charged for the work.  However, the $5,120.71 that they
  quoted is not correct.  I reviewed the bills that I paid to BMS
  Cat.  I paid a total of $26,325.15 of which the flooring represented
  $8,328.90.  This is based on BMS Cat invoices including their 10% overhead
  and 10% profit.

  It seems to me that if BMS Cat is arguing that they should
  not be obligated for more than they were paid, this matter should be easily
  resolved.  I will accept the $8,328.90 that I paid them in settlement of
  his matter.

  
  

  Sincerely,

  
  

  ****** *****

• Initial Complaint

  Date:02/12/2024

  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.

  I had wind damage to our home, that allowed water I trusion. USAA sent ** to ****** rest**ation. They hired unlicensed subcontract**s, broke our hvac, picture frames put paint splatter on our appliances and cabinets, flo**, etc. They've come back 4 times to paint and no kidding looks like a child did it. My home looks terrible. I've asked reimbursement first through ****** then cc. 7 months later I still have not been reimbursed n** has the house been properly painted. I've tried everything to no avail.

  

  Business Response

  Date: 02/12/2024

  February 12, 2024
  
  RE:
  Customer Inf**mation:
  ***************************
  **** **********
  **********, ** *****
  
  Dear ******************:
  
  Contract** Connection provides access to a credentialed netw**k of m**e than ***** general and specialty contract**s, providing services throughout the U.S.  F** m**e than 20 years, we have provided access to credentialed contract**s to property owners through insurance carrier referral ** through our consumer website. 
  
  Our investigation into this matter continues.  We are actively w**king to resolve the property owners concerns and have clearly communicated the details of our continued investigation to all stakeholders.  We will continue to w**k with the property owner to resolve any remaining concerns.
  
  Regards,
  
  Contract** Connection

  Customer Answer

  Date: 02/20/2024

  This matter is not resolved, n** has contract** connection has not aided yet.

  

  Business Response

  Date: 02/27/2024

  February 27, 2024
  
  RE:
  Customer Inf**mation:
  ****** *******
  **** ***** ****
  ***** ****, ** *****
  
  Dear *** *******:
  
  
  Our investigation into this
  matter continues.  We are actively
  w**king to resolve the property owner’s concerns and have clearly communicated
  the details of our continued investigation to all stakeholders.  We will
  continue to w**k with the property owner to resolve any remaining concerns.
  
  Regards,
  
  Contract** Connection

• Initial Complaint

  Date:01/30/2023

  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 CC through my insurance company, USAA. I would strongly recommend not using this service. I was referred to a contractor through this service and have had repeated problems with the work of that contractor, their responsiveness, and their willingness make corrections when necessary.
  
  My real complaint though is that CC is almost entirely unresponsive in resolving these issues. I had a contractor connection "resolution specialist" named **** ****** who didn't respond to any of my communications for over two months. She was very recently replaced by another representative, ******* *****, but I have not had any communication with this representative either.
  
  My impression was that this work was guaranteed by USAA and CC, but it almost feels like more an impediment than convenience at this point. If I had hired this contractor directly, I would have fired them by now, but due to the fact that USAA and CC are involved, I'm trying to work it out through these parties, but haven't had any real success so far. USAA told me that the project was originally scheduled to be finished in mid-September of 2022, and four and a half months later it isn't completed.
  
  If you're reading this after being referred to a CC client through your insurance company, my personal opinion would be to not rely on CC to pick a contractor. That's just my personal opinion based on my individual experiences using CC.

  

  Business Response

  Date: 02/07/2023

  February 7, 2023
  
  RE:
  Customer Information:
  ****** *******
  **** * ****** ***
  *** ******* ** *****
  
  Dear *** *******:
  
  Contractor Connection provides access to a credentialed network of
  more than 5,000 general and specialty contractors, providing services
  throughout the U.S.  For more than 20
  years, we have provided access to credentialed contractors to property owners
  through insurance carrier referral or through our consumer website. 
  
  We are actively working to
  resolve the property owner’s concerns and have clearly communicated the details
  of our continued investigation to all stakeholders.  We will continue to
  work with the property owner and other stakeholders until the matter is
  resolved.
  
  Regards,
  
  Contractor Connection

• Initial Complaint

  Date:01/03/2023

  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.

  Contractor connections was reached out to by my insurance company at the end of September 2022. This was due to a refrigerator water supply line break that occurred while the home was being remodeled due to a previous water issue. The contractor had moved the refrigerator during mold remediation resulting in the water line for the refrigerator breaking causing a new flood. We the home owners believed it to be the contractor’s fault, the contractor placed blame on the line being old and just breaking due to age. Contractor Connections was to investigate and determine where fault occurred and the responsible party. The resolution coordinator we dealt with was overwhelmed, not returning calls due to another job, having lots of files to look through, and not following up with inquiries because she forgot-all of these her personal statements not assumptions. Despite clear lack of adherence to the mold protocol, the forensic report determination of it not being fault of the old line but external factors, due to it not being the original manufacturer’s recommended supply line, which only included copper tubing and not braided line as stated. Fault fell on the homeowner. It should be noted that the contractor’s plumber who replaced the line said he wouldn’t install the recommended line type as they break/cause too many problems. When I asked for a second review as evidence clearly favored contractor fault, the next person of contact stated she would look into it. A few phone calls meet with “looking into it” and “needing to take a deep dive” searching for folllow-up eventually came to no response and transferred to voicemail with no return calls. I have attached the findings of the forensic report and portion of mold protocol that called for removal and storage of the line which would have prevented the whole issue, but was neglected by contractor. Please explain how findings in favor of the contractor seem logical, complete the review and adjust the findings correctly.

  

  Business Response

  Date: 01/11/2023

  January 11, 2023
  

  RE:
  Customer Information:
  **** ***********
  **** ** **** ***** **
  **** ** ****** ** *****
  
  Dear *** *******:
  
  Contractor Connection provides access to a credentialed network of
  more than 5,000 general and specialty contractors, providing services
  throughout the U.S.  For more than 20
  years, we have provided access to credentialed contractors to property owners
  through insurance carrier referral or through our consumer website. 
  
  Our investigation into this matter has been completed. 
  We have contacted both *** *********** and the contractor, and have determined
  the contractor did not cause the damage as indicated.  *** *********** is
  working with the insurance carrier for resolution.  The contractor will be
  completing the job upon receipt and installation of the microwave, which is
  anticipated to occur this week. 
  
  Regards,
  
  Contractor Connection

  Customer Answer

  Date: 01/12/2023

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because: They have not given reason to deny the report stating it was caused by external force(contractor fault) or why is was never removed per the protocol (contractor fault). They site manufacturer suggested line as reason, but the line is accepted by the manufacturer just not recommended. Again how is this not a contractor at fault? How is saying well we did an investigation, but not acknowledging facts of the even an actual investigation or review? Very unethical or poor practice, don’t understand how those questions couldn’t be answered. 

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 01/27/2023

  *** *******:

   

  Contractor Connection has taken a deeper review of the available information and has made a final determination.  The determination and underlying facts as identified have been communicated directly to *** *********** and he has confirmed his understanding of the final determination.  While *** *********** does not agree with the determination, we have reviewed all available information and validated that determination.  Should *** *********** have additional information, we are available to review that information.

   

  Regards,

   

  ****** *****

  Customer Answer

  Date: 01/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:11/30/2022

  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.

  Disabled Veteran SN. **** ********** USAA Memeber#
  ******** Homeowner claim filed on July 8th 2022 The preferred
  contractor started work but tried to installed less than par
  cabinets that we didn't have pre-loss condition and trying to pass
  off some bargain basement old cabinets in our home. It's now
  Dec. 1st and we still don't have an Kitchen or a resolution to get
  handled ASAP!! *** * ***. ******* * ******* ********** ****
  *** *** ***** ************, ** ***** ************ See
  attached pics.

  

  Business Response

  Date: 12/09/2022

  December 9, 2022
  
  RE:
  Customer Information:
  **** **********
  **** *** *** **
  ************, ** *****
  
  Dear *** *******:
  
  Contractor Connection provides access to a credentialed network of
  more than 5,000 general and specialty contractors, providing services
  throughout the U.S.  For more than 20
  years, we have provided access to credentialed contractors to property owners
  through insurance carrier referral or through our consumer website. 
  
  Our investigation into this matter is in process.  We have contacted both *** ********** and the
  contractor, and the contractor is in agreement with resolving the issue.  We are currently reviewing the resolution
  with *** *** **** **********.
  
  Regards,
  
  Contractor Connection

• Initial Complaint

  Date:11/21/2022

  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.

  Contract connection with hired through insurance company nationwide and regards to a contractor who did work on our home for a fire and water restoration unfortunately We were having some issues with his workmanships and regards to plaster coming off of our ceilings a wood burner stove that smoke comes out of it's not being properly ventilation. The contractor was a 5 star contractor through nationwide which has a 5 year warranty and the contractor refusing to do the necessary repairs on his workmanship. Contractor connection had agreed to make payment in August of 2022 for the amount of $2600 they have yet to send the payment and they don't answer emails or phone calls I've talked to the issue resolution specialist on numerous occasions where she has stated that the payment would go out but has never done so.

  

  Business Response

  Date: 12/01/2022

  December 1, 2022
  
  RE:
  Customer Information:
  **** ********
  **** ****** **** ***
  ********* ** *****                       
  
  Dear *** *******:
  
  Contractor Connection provides access to a credentialed network of
  more than 5,000 general and specialty contractors, providing services throughout
  the U.S.  For more than 20 years, we have
  provided access to credentialed contractors to property owners through
  insurance carrier referral or through our consumer website. 
  
  Our investigation into this matter has been completed.  We have resolved the property owner’s
  concerns and have clearly communicated the details to all stakeholders.
  
  Regards,
  
  Contractor Connection