ComplaintsforBreakwater Design & Build, Inc.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Breakwater to do some renovations to a house we purchased in South Thomaston. They began work while the house was empty, and most work was completed before we moved in late May 2021. When we arrived, we were aghast at the dust covering all the floors and many walls. I spent hours cleaning the dust. We were also shocked at the poor workmanship in refinishing the hardwood floors. The floor sealing and finishing was so uneven; finish was applied over dirt, and was completely missing in multiple areas. Management came to review our issues and it seemed that it was the first time they had seen the refinished floors. They would not acknowledge responsibility for the dust. Due to ordering issues, the backsplash wasn’t installed until after we moved in. The employee sent to do the install struggled with the task and the result is a backsplash with unevenly installed tile with grout that has ridges and is missing in multiple areas. We were charged extra for this install with a false claim that the overage was because the tile was more expensive than planned. We find this is false. Painting the front door was also done after we moved in and was done with only part of the door sanded, part of the door primed, and poor quality paint, resulting in a door where all the brush strokes and some of the underlying paint shows through. We asked for compensation and Breakwater offered to have the same people return and make another attempt to restore the floors and front door. We don’t have confidence that people who didn’t show expertise to do the work the first time would do a commendable job with another attempt. Attached is a more detailed copy of the notice we provided to Breakwater. They refused to even come to our house to see the backsplash and front door.

  

  Business response

  11/09/2021

  We provide a warranty with all our work, we communicated with ************* we would make any repairs she wishes, the tiles were more expensive and some of the tiles she chose were out of stock at the time. We will gladly make any repairs she wishes.  

  Customer response

  11/09/2021

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  Breakwaters offer is not acceptable since their offer was to have the same people who did such a poor job do the work again.  We have no confidence that the subcontractor used to refinish the hardwood floors has the expertise  to do a better job.  The employee who did such a poor job on the backsplash took much longer than expected and apologized for the poor workmanship, saying to us that he tried to do a good job but I am just a handyman.  With respect to the door, I personally painted the exact same model door that is at the back of our house and it looks 100% better than the one painted by Breakwaters staff. Since the management of Breakwater failed to adequately supervise and inspect the work of its employees and subcontractor, we do not trust them to do a better job if given another chance.  We do not wish to have their employees or staff do any more work for us.  Instead, with a cash settlement we will manage repairs without their assistance.

  
  FAQ
  
  Regards,

  *******

   

   

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