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:09/07/2023

  Type:Billing 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 signed a contract with Frontline Finishing Group (FFG) for remodeling work in 3 rooms of my house. Contract signed 4/18/23 for work to be completed 6/17/23. The work is incomplete and FFG refused to complete it. In addition to the incomplete work, multiple work items were shoddy and required a re-do. Other work items were not done to contract specifications. FFG re-did some of these, but not all. As a result, I will almost certainly incur costs beyond the original contract price to finish this project. I do not believe I have received the value of what I paid for how FFG left the project. Leaving the job unfinished speaks to FFG's business practices.

  Business Response

  Date: 09/07/2023

  *** ****** and I did walkthrough identifying and agreeing to a final punch list that we are more than happy to accommodate and complete to his satisfaction on the condition that he compensate FFG for the thousands of dollars in change orders that, per the contract are to be paid prior to completion. *** ****** also violated several terms of the contract which clearly states that the contract may be terminated should certain items occur. However, because we honored our part by waiving the final third of *** ******s contract by not hitting the 6/17/2023 deadline, we do not feel a refund is warranted due to the outstanding change order balance. We do stand by our original statement that we will absolutely complete the punch out list as agreed should *** ****** meet his contractual obligations as it pertains to change orders. We apologize that the experience has gotten here and will work to come to an amicable resolution.

   

  Customer Answer

  Date: 09/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of FFG’s lack of willingness to resolve the complaint, FFG’s fabricated narrative of a change order balance, and the retaliatory actions of FFG’s owner, Tom Hall.  Within minutes of receiving FFG’s response to the complaint through BBB’s system, he texted me this:  
  
  “since you decided to take it to the next steps with reviews and a BBB, complaint.  By law I need to inform you of the intent to file a lien on the property”.  
  
  This vindictive and escalatory response shows a lack of willingness to reach an amicable resolution.  It is evidence to the contrary.
  
  The fabricated narrative of change order costs is also a belligerent response from the owner.  It is factual that we did a walkthrough together on 7/29/23 and agreed on the punch list items.  At the end of the walkthrough (for which he arrived 40 minutes late), he proposed a single workday to finish the project.  After this walkthrough (already 6 weeks past the contracted completion date) and given his history of unwarranted delay with zero progress for 3 weeks, I handed the owner a written notice to make substantial and timely progress.  It was only after we had agreed on the work remaining and scheduled a workday that he fabricated the change order narrative in a quarrelsome response to the written notice. 
  
  Given the company’s history, I have no interest in FFG completing the work on my project anymore.  I stand by my request for a refund, as I did not receive value for what was paid.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 09/14/2023

  There was absolutely no fabrication in my change order policy, the policy that is clearly written out in the contract that was signed by *** ******. When *** ****** tried to hand me a letter, I politely refused it and told him that if he wishes to send the letter, do so by attorney. *** ****** knows very well that he has not and did not pay for many additional items of work. Furthermore, he convinced one of our workers to do additional work. We are going through the process to secure a lien on the property as *** ****** does not like to tell the whole truth. It's evident the he intends on going through, seeking refunds that do not exist as he has not followed through with his end of the agreement. That being said, if *** ****** does not want to hold up his end of the signed agreement, FFG has nothing more to offer. It's clear the goal of *** ****** is to slander as much as possible. FFG has been very accommodating with regards to *** ******. But at some point, the greed got to much and we except responsibility for not holding *** ****** accountable. Should *** ****** continue to persue a refund, then we will have to unfortunately take out items. 

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, again, it does not attempt to resolve the issue.  Outside of BBB’s system, *** **** and I privately corresponded on the issue.  I requested a $3,000.00 refund.  On 9/12/23, *** **** said he would agree to the $3000 refund if I removed all reviews and retract my BBB complaint.  While I was still considering his suggestion, he wrote the above BBB response on 9/14/23.  Choosing to temporarily overlook his continued escalatory response and genuinely wanting to find a solution, I proposed a counter-offer (later that same day, 9/14) that I would accept $3000, update my ****** review reflecting issue resolution, notify BBB that we have resolved the complaint, and remove reviews from **** and BuildZoom.  He refused the offer.  I am still willing to negotiate a resolution.  My minimum conditions for resolution include a refund and a ****** review (which can be updated to reflect if and how we solve this problem).
  
  Given my experience with FFG and *** ***** I cannot in good conscience remove all reviews if I have the power to warn other potential clients of the challenges of contracting with FFG.  I feel obligated to leave a public warning.  It seems clear the issue cannot be mutually resolved within my reasonable minimum conditions at this time.  If *** **** follows through with his lien threat, the court system will certainly dismiss it as frivolous and fraudulent.
  
  At this point, I request BBB mark this complaint as unresolvable.  I invite *** **** to contact me via email if he wishes to reconsider my counter-offer.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******