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:07/23/2024

  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.

  A description of this issue has been uploaded with a supporting document. Specified exhibits defined in the document have not been uploaded at this time.

  

  Business Response

  Date: 07/30/2024

  Dear BBB,
  
  We provided the agreed-upon service to ********************** and *****************. The design plan was created according to the customer's specifications. Throughout the project, we had several conversations with ***************** and informed her that the sun sail solution would work under normal weather conditions. We advised that the sail should be taken down during high winds to prevent damage, and ****************** agreed to this precaution.
  The client approved the use of a cement planter because they did not want anything permanent. From the beginning, we suggested partially burying the planter to enhance its stability, but ****************** declined. She was very happy with the initial installation, during which she was onsite, and paid the balance. However, a day later, she called us because the cement planter had blown over due to the wind. It's important to note that this planter contains approximately 200 pounds of cement.
  ***** Sullivan returned to adjust the planter by adding more cement and again recommended burying it for added stability. The customer declined this suggestion. When the planter fell over again due to wind, we moved it further out and strongly recommended burying it. The customer finally agreed, and we buried it about 9 inches into the ground, adding gravel and spikes to support it.
  We would like to point out that the property is close to the water, and none of the nearby homes have sun sail structures, likely due to the wind factor. After this adjustment, we reminded the clients to take down the sun sail during high winds. ********************** then asked why we had not installed turnbuckles. We explained that we did not install turnbuckles because ***************** wanted the planter and post to be as flush to the deck as possible,which would have required additional length.
  The sail we ordered was the closest to the required dimensions. Additionally, normal wind speeds in ********, ** are 8-12 mph. We spoke with ********************** to propose a solution of installing a larger planter but informed him that there would be charges for additional materials and labor. Our main contact throughout this process was ****************** until after our second visit to adjust the planter.
  We would be willing to reimburse the client $400.00 if they sent us a signed statement accepting the reimbursement and agreeing not to slander Sullivan Home Improvement. We have provided the service requested, but due to their unreasonable expectations for their sun sail shade plans, we do not agree that we are at fault, as we have proposed solutions which they declined. We have gone back twice after the job was completed free of charge to try and solve the issue. The issue being was their design they wanted, and unfortunately we dont believe the clients were on the same page with each other about what they wanted. As ****************** was our main contact and on site during the installation, we did as she request. We truly wanted to make our client happy and unfortunately due to this area the design that the client wanted did not work as they wanted. We believe a reimbursement of $400.00 is more than fair as we did provide all the materials (with the exception of the turnbuckles) and spent 3 full days there on this project, two of which was after we installed everything and the planter and post we are having issues due to high wind. We consider high wind to be anything above normal which would be 13+mph. We wish ********************** and ****************** well and look forward to getting this issue solved.
  Sincerely,
  *****************************
  Sullivan Home Improvement
  ************

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear BBB,
  I am still of the opinion that Sullivan Home Improvement did not provide the agreed upon service as specified in the contract.  ***** Sullivan failed to secure and stabilize the planter & post.  These very words secure and stable are absolutely specified in the contract.

  Look at the picture (Exhibit 1) I have provided on how the planter could have been secured by *****.  I am not saying that is the only way the planter could have been stabilized, but the post and planter ***** installed should not have been falling toward the deck. This was happening even in modest winds of 8 to 12 mph.

  Look at the difference between Clarks installation (the images ********* uploaded and Exhibit 3) and the result we have now with a taut sail with turnbuckles, and properly anchored planter (*********************************************************). Sammanthas uploaded pictures display a sail shade that is not taut (a requirement of the contract) and flapping uncontrollably in the wind drooping to just a few feet above our sectional couch.

  ********* cannot blame the wind.  The sun sail shade is now secure, stable and does not tip forward and we have it up and working in winds exceeding 20 mph.

  ********** attached correspondence with ***** clearly indicates that the planter was never stable and constantly tipping towards the deck.  ***** also noted that our neighbor was a witness to this.   Every time that planter rocked forward it created a deeper hole in the ground because ***** did not create a stable base as was clearly mentioned in your attached correspondence with *****.  

  ****** suggestion to bury the planter 6 inches in the ground with spikes did not work.  You can see from the uploaded photo (Exhibit 2) that one of the spikes became separated from the planter within 24 hours.  I dont know how else to say this - ***** repeatedly failed to stabilize the planter.   I told ********* and ***** this numerous times and provided them both with photographs and videos.  They either refused to believe me, decided it was impossible to do even though they said they could do it, or thought I would just forget about it and go away.

  I understand that contractors make mistakes, but their failure to own up to that mistake is unfair. Their absolute refusal to have ***** come back to our property and permanently fix the problem is unfair.  The fact they left me with a 300-pound cement planter with a post, in a 9-inch hole, tipping toward my deck is unfair.   I am 63 years old; 132 pounds and I had no option but to dig, lift, push, and roll a 300-pound planter out of that hole myself (over 3 hours) unfair.

  I have not slandered Sullivan Home Improvement.  They simply did not provide the service we requested and the service they agreed to. We did not have unreasonable expectations as evidenced by our sail shade working very well after my fixes. 

  So, I am rejecting their offer of $400.  I am also rejecting their insinuations that we are at fault for having unreasonable expectations.   I simply want a just remedy.   

  My counteroffer is for Sullivan Home Improvement to reverse my last credit card payment of $670.64 that I paid on June 18, 2024.  I would also like an apology from ********* or ***** indicating that they were not able to meet the specifications in the contract.  Hopefully we can end this ordeal and move forward.

  
  Sincerely,

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

   

  

  Business Response

  Date: 08/05/2024

  We disagree that we have not attempted to right the issues addressed by **********************. We did not add the turnbuckles or pull the sail tighter due to ********************** request that it be flush to the deck and house. ****************** was on site and approved of how the sail was prior to the end of our initial installation. We also had provided all the necessary hardware for the scope of work we quoted with the exception of the turnbuckles. We also did go back an additional two times after the initial install. We also did provide further solutions, but they would have to pay for materials plus labor. From the very beginning we recommended putting the post directly in the ground which would have prevented any of this issue. This suggestion was declined as they wanted something temporary that could be removed. We regret that this job did not turn out well. To make this situation come to a resolution even they we may not completely agree with **********************, we have come to an agreement with the client to reimburse the amount requested of $670.64. As part of this agreement, we have requested a letter from ********************** agreeing to not slander Sullivan Home Improvement, and that this issue will be considered resolved.

• Initial Complaint

  Date:06/17/2024

  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.

  Incomplete work, unauthorized *************** installed object. Seeking partial refund.Sullivan Home Improvement (SHI) submitted a competitive bid to replace the ceiling of my bathroom/laundry room: remove a section, install new sheetrock, prime, paint & rehang a light. I changed it to a light/fan unit. SHI purchased the unit, doubling the Amazon price. The new bid incorrectly was for just a fan installation. I confirmed with SHI it required electric work for both ***************** I was not on Cape when SHI worked, I requested photo documentation. I paid the first half of $1026.06 prior to the start. ***** Sullivan of SHI, who did the work, does not appear to have an electrical license nor does the business have a HIC license.I received a photo of a painted ceiling with a hole cut for the fan. I was told this was exploratory. Timewise SHI could not have done the removal, replacement, mudding, priming and painting in a short work day.*** then installed the fan/light unit not according to code (no AFCI breaker & missing junction box cover) or their written bid. SHI did not replace sheetrock, can not document any mold remediation, did not provide any photos of work in progress other than the initial photo. *** also broke a wooden attic step & declined to repair it.*** knew I was not satisfied. I informed ******************* of SHI I would not pay the second half, given the work was incomplete, not to code, the material costs overinflated, no documentation nor proof of mold remediation, a broken stair and that *** didnt deliver the contracted work. I offered to return the fan/light unit to SHI after my electrician installed a new one. They acknowledged they wanted it. Both *** and I agreed our work relationship was over.Without permission, ***** Sullivan entered my home using a hidden key and removed the unit. He admitted this to the ****** Police. ******************* confirmed this in an email. I was left with a hole cut in the painted original ceiling.

  

  Business Response

  Date: 06/27/2024

  Dear Better Business Bureau, 
  
  We are writing in response to the complaint submitted by ********************* regarding work performed by Sullivan Home Improvement (SHI). We take all complaints seriously and would like to provide our perspective on the situation. 
  
  Scope of Work: The agreed-upon scope of work was to replace the damaged sections of the bathroom/laundry room ceiling, not the entire ceiling. This included removing the damaged section, installing new sheetrock, priming, painting, and rehanging a light fixture. When the customer requested a change to a light/fan unit, we accommodated this request and provided a revised estimate reflecting the additional electrical work required as requested. The client requested many changes during the process after the original estimate was approved. 
  
  Pricing: The price for the light/fan unit was based on our procurement costs, which may differ from online prices due to supplier and installation considerations. We believe the price was fair and transparent, reflecting both the product and the associated labor. Any additional costs very discussed with the client prior. We had informed ****************** that it would be necessary to treat mold affected areas. ****************** had agreed to additional treatment. She had expressed a tight deadline as she had expected company to arrive within a few days of our work. ****************** did not seem to have any issues with our estimate pricing or our agreed upon scope of work until after the work began. 
  
  Electrical Work: All electrical work was performed by qualified personnel. The installation did not require an AFCI breaker, or a new junction box cover based on the existing setup and the scope of work agreed upon. Client also did not request the light switch to be changed until after the new vent fan was installed. 
  
  Documentation and Progress Photos: We provided the customer with a photo of the painted ceiling with a hole cut for the fan/light installation, which was part of the exploratory phase to assess the extent of the damage and necessary repairs. Due to time constraints, additional progress photos were not taken, but the work completed was consistent with our usual standards. We provided ****************** with all the photos of completed work via an icloud link to provide high quality photos. Once she arrived at her home, she also emailed that she was happy with the work.  
  
  Mold Remediation: There was no specific request or indication of mold remediation needed beyond what was discussed. The area was inspected and treated as necessary during the repair. All mold contaminated materials were properly removed and disposed of. 
  
  Broken Attic Step: While accessing the attic, one of our crew members was fortunate not to be injured when a step broke. We immediately notified the customer of the incident and offered to repair the step.  
  
  Satisfaction and Payment: The customer expressed satisfaction with the work until it was time to pay the remaining balance. We strive for complete customer satisfaction, and we did discuss issues ****************** brought to our attention. She had requested we replace a light fixture with a light/vent fan combo. We had done this as was asked but she was unsatisfied due to the light not being able to turn on separate from the vent fan. She spoke to a member of our team in person regarding this issue and we informed her we could have our electrician come adjust the switch. At that time, she agreed this would be a good idea but wanted to wait until she was available. As per Ms. ******** request a member of our team met her at her home to discuss the work we had done and receive a written check for final payment. She spoke about being very pleased with the work other than wanting to adjust the light switch. She told ******* that she was going to pay online. We did not receive final payment, which was a deviation from our contractual agreement. We attempted to contact ****************** several times through phone calls and then email. Our invoice had also been sent to her several times. Her response to this after many attempts was, she was having computer issues. After two weeks of the work being completed, we then notified her if we did not receive payment, we would no longer be willing to help her with future projects. 
  
  Unauthorized Entry: After mutual agreement to terminate our working relationship, our team retrieved the light/fan unit to recoup some of the costs. While we acknowledge this action, it was done to prevent further financial loss due to non-payment. 
  
  Final Receipt Adjustment: After the customer refused to pay the remaining balance, we revised the final receipt to reflect only the work that was completed without including the vent fan installation. This adjustment was made to ensure fairness and transparency in the billing process. We sent ****************** a copy of the adjustment along with a receipt reflecting the changes. 
  
  Condition of the Property: It is important to note that the entire house requires significant maintenance and repair. Many areas of the property are in a state of disrepair, which complicates and impacts the scope and execution of any contracted work. We have documented the state in which we left the property. 
  
  We regret that this project did not meet the customer's expectations and resulted in dissatisfaction. We believe we delivered the contracted work as per the agreed scope and timeline. Moving forward, we recommend an open and transparent dialogue to resolve such issues amicably. 
  
  Please feel free to contact us directly if you require any further information or clarification regarding this matter. 
  
   *********************************************************
  
  Sincerely, 
  
   
  
  *****************************
  Sullivan Home Improvements