Complaints

This profile includes complaints for A&W Helping Hands LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A&W Helping Hands LLC

  2007 Cross Trails Rd Windsor Mill, MD 21244-1283

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  A&W Helping Hands LLC

  6400 Baltimore National Pike #458 Baltimore, MD 21228

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:09/21/2022

  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.

  I entered into a contract with A&W home improvement company to two projects in my home. One was to remodel my kitchen, and the second project was to remodel my upstairs grandson's bathroom. The contractor has come to my house several times because the floor is separating. In August, he sent his assistant and a floor tech to look at the bottom, which is in worse condition. The job is shotty. I made him aware of the floor, and he felt he had come out enough. Secondly, the upstairs bathroom is a gutted-out bathroom with the bathtub removed and a shower unit installed. While installing the bathroom, a flood happened, which caused my living room and dining room to have water damage. I had a restoration company come in but was instructed by the contractor not to have them close the ceiling. Water periodically continued to leak onto my living room and dining floor. Me. Tate sent out his assistant Andre, who said he was instructed not to reopen the ceiling to see why it was leaking. I had a conversation with Mr. Tate a day before his assistant came to my house, and he knew the ceiling needed to be reopened. Neither person returned to do the job. I reached out to him, but he said he can guarantee that the water problem is not caused by his work. Today BGE came to my home and that exposed piping below the floor was leaking which is coming from the shower drain connection to the shower pan.shower flange had no sealer between flange and shower base allowing water to run under flange and outside the pipe into my ceiling below.Corner of shower enclosure, near toilet, not sealed fully allowing water to exit under shower door frame on floor behind toilet and into the bathroom wall and down into the ceiling. I need your agency help with a resolution.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 8, 2022/09/29) */
  In May 2021 a kitchen remodel began in Ms. Harris's home. The client selected vinyl flooring which can expand and contract up to 1/8inch following installation. Two trips were made to educate her as well as make adjustments to resolve the issue in the past month or so. In the 2nd project in August 2021, we began work for Ms. Harris on a bathroom facelift involving replacing the tub, toilet, sink, vanity, and tilework. While replacing the toilet the cutoff valve cracked due to brittle PVC piping in the home. A limited amount of water traveled to the 1st level which we cleaned and repaired all areas of concern including the opening of the ceiling to show the client there was no leaks/damage as well then closing of the ceiling. The client was well informed of her piping issue and advised of possible future plumbing problems due to her defective piping. The broken PVC pipe in the bathroom was repaired and the issue was fully resolved following verification of her family member who by the way works for a restoration company and was working with a similar plumbing issue in the house next door. Recently she called to share concerns on a separate project not involving A&W which she mentioned the 1st BGE visit where a plumbing repair was done in her bathroom which shares a water supply with the other bathroom. When she shared that I reminded her of the defective piping issues in her home. Also, her contract states that A&W is not responsible for any unseen damages found during the project which in her case is defective piping. Additionally, the work completed by A&W is now outside of warranty and the remaining balance for the bathroom project was never paid. Her current issues are 1 year following the work completed by A&W.
  
  
  Consumer Response /* (3000, 14, 2022/10/07) */
  Re: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
  External
  Inbox
  
  Deborah ****** <****************@gmail.com>
  2:47 PM (5 minutes ago)
  to me
  
  Good afternoon, I just read the findings of my complaint and I do not agree with the results. A&W have never reached out to me to resolve this complaint and I still have a problem in my bathroom shower that has not been addressed. When some takes a shower the water from the flank is still going into the wall and under the toilet that over a period of time **** cause serious water damage and mold.
  
  
  Business Response /* (4000, 16, 2022/10/12) */
  The problems occurring are a result of brittle pipes within the home found during the project work which is considered 'unseen damages' noted in the contract and discussed with the customer that A&W was not responsible. This issue also occurred after work was performed by another contractor, also did not occur until late September at which time was out of warranty and voided due to an unpaid balance that is still outstanding. This issue is no fault of A&W Helping Hands.