Complaints

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• Initial Complaint

  Date:09/20/2022

  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.

  As a general contractor, Rob W***** with R Wilson Building, LLC lacks organizational skills, attention to detail, control over his subcontractors and workers, and the ability to complete a job in a timely manner or complete at all. Our master bath remodel started February 2022, 3 months later we were down to punch list items. It's now Sept 2022 and we've been left with a leaky water valve, a cracked tile occurring when his plumber installed the shower head, and a GC that blocks our calls and does not respond to messages. During this process, he hired 4 tile subcontractors as the first 3 could not hang a tile square to line up with other tiles, have a continuous 1/8" gap, or cut cleanly to avoid chipped and cracked edges. With the 4th tile contractor completing the job in April, he yet has still yet to receive payment from Rob W***** for services rendered for finishing the tile work. The first tile contractor got tired of going up and down the stairs to cut tile in the driveway, so he decided to cut the rest on our back deck with a grinder/cutter. This is what led to tiles hung with jagged and chipped edges and him to have to remove 2 rows of tiles to start again. We then had to pay for the replacement tiles ourselves for his mistakes and he blamed our unsquared tiles until we laid them on the floor and saw the tiles are square. He repeated this step twice until Rob told him to leave per our request. The second tile contractor he hired showed up for the estimate and one day of prep, he never showed up again. Rob hired a third that did almost as bad as the tiles were installed not being lined up. The 4th contractor was hired to patch and finish the 2 rows of tiles and completed in a couple days. The 4th tile contractor Rob hired is local in the neighborhood and has informed me after 2 invoice submissions that he has yet to receive payment for $473 from Rob W*****. Over $10,000 and 6 months later, we are left with a bath remodel worse than the previous bath.
  

  

  Business Response

  Date: 01/22/2023

  Business Response /* (1000, 5, 2022/09/21) */
  The scope of work with the ******* as stated at the bottom of the estimate/invoice was "This estimate includes pricing for the electrician and plumber. This estimate includes pricing for tear out of existing tile in shower and floor plus disposal, tear out and disposal of the 2 vanities installation of new vanities and quarter round. We will also demo the shower/bath floor fix leaks. No agreement on a tile guy or money transferred through RW*****building LLC for a tile guy. The customer talked with all 4 tile guys and coordinated with them, I did not. I did not charge the customer for tear out of glass doors twice and installation of glass doors a 3rd time. The last tile guy cracked the tile around shower head when he did the demo of tile. The shower head was installed after the first tile guy, 3 tile guys worked on the tile after the first guy. I researched and found the information of the first tile guy for the customer that they hired so they could send an invoice to that person. The customer told me that they were upset with the first tile guy because "he went right to the bank and cashed the check they wrote him". Again, the tile guy does not work for me or hired by me to do the tile. They should have a copy of the check that they wrote him. The customer told me several stories about the "other tile guys" and how bad they were and one told them that he would not charge them or return to complete the job because they were too picky. I couldnt believe the guy said that to the customer and sympothised with the customer but again, I had nothing to do with choosing or hiring a tile guy. The customer had the 4th tile guy make out an invoice to the first tile guy, which he sent me a copy of. I have returned 3 times to check on the "leaky pipe" that had no water leaking from it. I replaced the valves twice for the customer and verified with the customer after each time that no water was leaking from it before I left the residence. I would absolutely understand if the customer had an issue with the flooring I installed or the trim I did or the shiplap I put on the wall but the issue of the tile guy has absolutely nothing to do with my business.This was explained to the customer in length and I asked to be left out of the dispute with the tile contractor,in order for the client to have direct communication with the tile contractor they employed so the tile contractor had clear understanding of the customer's expectations and/or grievances. However, the customer waited until after he paid the first tile contractor to make it known they were not happy with his work. Mr ****** contacted me to let me know his wife was unhappy with the final results and upset at him for not checking the tile contractors work before paying him and wanted to know what to do. I advised Mr ****** to contact the tile contractor to correct what they were unhappy with. but he said they "didn't want to upset him" or have him back. They were upset that he cut tiles on their back deck, which I cleaned up for them at no charge and had absolutely nothing to do with me or my business. I went above and beyond to accommodate the ******* and took a loss on this job even though the areas of complaint were not related to the actual work I was contracted to do in their home. By projects end,it became apparent that the ******s were trying to get someone else to pay for their tile job at any cost, so much so that the 3rd tile contractor that they employed told them that he would not charge them for the work he had completed already and that he would not be returning because they were too picky and were never going to be satisfied, as reported by Mr ******. In the conversations I had with the ******** I reiterated that while I sympothised,with their inability to retain a tile contractor for their project, it would have to be up to them to hire a tile contractor they were happy with as this was not my area of expertise. They spoke with their neighbor in which they hired to do the final tile job, which in my opinion was the worst aesthetically and he broke a tile which is now being blamed on the plumber who was there to put the valve on right after tile contractor number 1 finished. With that said, the grievances stated in the client's complaint are solely with the tile contractors they hired who were not subcontractors of RWILSONBUILDING LLC. Any compensation they're seeking should be directed toward the tile contractors they employed.
  
  
  Consumer Response /* (3000, 7, 2022/09/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is very unfortunate and upsetting that the contractor has resorted to not telling the truth about his sub-contractor's hiring and work, the issues we had, as well as in the statements made in his reply. Rob W***** with RW*****building LLC contracting did in fact manage the hiring of the tile contractors as it is clearly stated and referenced in the original estimate and invoice that was supplied to us on January 24th, 2022, for a complete master bathroom remodel. The final adjusted invoice we received, also clearly includes all sub-contractors pricing including plumbing work, electrical work, all shower work including shower walls, shower floor, Durock install, tile install, and all grouting of shower tile for labor and materials totaling $9586. Invoice line "shower Durock, tile, and grout install" for $2540 clearly states we were charged for tile work. So, unlike his reply stating that the estimate did not mention tile install or pricing, it is evident this was untrue. Why would Rob W*****'s estimate include tile contractor labor if we hired and planned to pay our own contractor. We had never met or ever had any prior knowledge or communications with Rob W*****'s tile sub-contractor other than the day we were introduced to him by Rob W***** himself. When we met with Rob W***** and his tile sub-contractor, Rob mentioned that his tile contractor has completed other jobs for him in the past and his work was stellar. Rob W***** told the tile contractor not to cut tile on the master bedroom deck without plastic protection on the carpet as our dog often lays out on that deck and we were concerned she would be susceptible to cuts from sharp tile shards and fragments. Rob W*****s tile contractor admitted he was tired of going up and down the steps to cut tiles with his tile saw in the driveway so opted to use a grinder/cutter on the back deck without any plastic protection which was requested by us and Rob W*****. Rob W*****s crew did clean it up as it was his tile sub-contractor that made the mess so we would expect his crew to clean this. When the tile contractor did start making his initial mistakes on tile install including tiles not lining up, inconsistent spacing, unlevel tiles, and multiple chips and gouges, we did contact Rob W***** immediately to let him know that we were dissatisfied with his tile contractor's work. Rob W***** then contacted his contractor to instruct him to talk with us and correct the issues that we were seeing. After a couple more attempts and a couple of days later, the tile contractor approached me on March 2nd while I was working at my full-time job and stated that he was finished and wanted to get paid. At that moment I did not have time to go check on the finished tile job as I was working, and Rob W***** did not make himself available to follow up on his own sub-contractor's work. I questioned why I was paying his tile contractor as Rob W***** included the tile work in the invoice. I found it unprofessional that I was being asked to pay his sub-contractor directly, so I called Rob W***** questioning why I was being asked to pay for the completion of the tile work, especially without Rob W***** inspecting his work. Rob W***** told me he would appreciate me writing the check for the tile work, he would deduct that amount from the final adjusted invoice, and it would help him out with his billing. I did not further question Rob's request, but I am now realizing that he was possibly attempting to clear himself of his tile contractors work and involvement. When my wife and I finished our full-time jobs that day, we inspected the tile work. We were extremely upset with the final condition of our shower tile work, it still had uneven and incorrectly spaced tile and grout lines, with multiple gouges with chips along the cut lines. We contacted Rob W***** that evening to mention that this work is unacceptable and needs to be corrected. He told us he would have his tile contractor come in to correct and we informed him we do not want his tile contractor back in our home as we gave him multiple opportunities to fix his errors. He then informed us he would hire a replacement tile contractor to come in and correct the tile work. Robs new tile contractor showed up the next day for demo of the two rows of tiles and, also came by on a Saturday morning to prep and level the area out in preparation for the tile install. That following Monday, Rob's tile contractor did not show up as planned. Rob W***** attempted to reach out to him numerous times with no reply, due to the fact, prior to him starting this job he informed Rob W***** that he was leaving the tile business and starting work with solar panel installation as soon as he finishes Rob's work at our residence. The second tile contractor was a friend of one of Rob W*****'s workers who initially put Rob in contact with him. Rob W***** did hire a third contractor to come in and on the first day of his work he installed the two rows of tiles and left to tell me he was going to let the tiles set and dry, and he would be back later that day to continue. While he was gone, I decided to look over his tile work and noticed that the work was just as bad as Robs first tile contractor where nothing was spaced correctly, tiles were chipped and unevenly set. I contacted Rob W***** to let him know of the tile work that was being done and to make sure Rob reached out to the tile contractor to talk with me as it needed corrections to the mistakes seen. Rob W***** gave me the tile contractors number for me to contact him as well to discuss the work being done, I talked with him, and he said he would be there shortly to look at and discuss. When he did show up, he never came to the door but took his saw and equipment out of the driveway and left. I called Rob to let him know his tile contractor had just left without talking with me and Rob informed me that the tile guy just called him and told him that he would not be coming back as he felt we were too demanding. We believe that we are looking for professional tile work other than what is seen in the pictures and were not being too demanding. Rob W***** in his reply said that the contractor told me this comment of us being too demanding directly but that is a false statement, he only told Rob. Rob W***** was having trouble finding another tile contractor that could come without having to wait a month or two for them to be available with it already being almost 2 months of remodel work. I informed Rob W***** that I knew of a tile contractor in the neighborhood that might be able to do the work and he said that would be great and asked for me to reach out to him and Rob W***** will pay him upon completion. The fourth tile contractor came the next day, removed the two rows of tiles that were incorrect and replaced them over the next 2 to 3 days. The work that he did was acceptable but not the dream bath we had pictured after experiencing four tile contractors have demo' d and re-installed 2 rows of tiles 4 times but we were happy to see the tiles set evenly and spaced correctly. At this point my wife and I wanted to get this bathroom remodel complete as it's been 3 or 4 months now and we had not been able to use the bedroom and bathroom up until this time. R W***** then did come in and install the glass doors for the shower which was the only time he did install them unlike the statement he made in his reply where he installed them multiple times. That was a complete lie as the shower glass doors sat on the bedroom floor the whole time until his tile contractors work was complete. The fourth tile contractor has made two attempts at sending Rob W***** contracting the invoice to the amount of $474 for the tile work done and R W***** is not acknowledging or attempting to pay his sub-contractor as promised. The bathroom sink shutoff valve leak was still leaking after three attempts to correct, and he did acknowledge that it needs to be corrected as it was still leaking after he was paid for the complete job. I called Rob the following week as we discovered the valve dripping again on the new vanity and he informed me he could not make it one week to correct because he had a cold, and he would be in the next week but agreed he will correct this issue. That was the very last text message I ever got from him as he would never reply again to any of my messages. It is sounding from the reply of lies that R W***** said, he is refusing to pay his tile contractor the money owed and is willing to tarnish his reviews over $474 promised. Rob W***** stated in the reply that he is taking a loss at this job because of the shower tile install issues, if this was true, why would he be taking a loss if we were the ones that hired the tile install contractors and Rob was not involved as he stated! This complaint will stay open or moved to the reviews section until R W***** agrees to pays the sub-contractor, he hired for work corrected and completed.
  
  
  Business Response /* (4000, 14, 2022/12/07) */
  ***Document Attached***
  Mr ****** requested that I change my invoice to reflect what he paid the first tile contractor as you can see from the screen shot I attached. He later told me that he needed in the invoice for tax purposes. Again, no money had been exchanged through my business for any of the tile companies nor any decision in who was completing the tile work. I wish the ******s the best of luck in their future.I will not be paying for any kind of work that was not my fault or had anything to do with.