ComplaintsforHallmark Home Improvement, Inc.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a 20x20 addition put on my house by Hallmark Home improvement, they left 2/17/21. They left without finishing the contract. I made the 2nd to last payment of $11k and they never came back. Just less than $3k left that i owed upon completion was left. No response from company when emailed or called. At the time, i decided i would finish myself and hire as needed to help me finish the remaining work left. There was roof work to be completed, trim work, tile flooring that needed fixing as the grout cracked after 1 week of installation they were supposed to redo. They were supposed to replace a glass sliding door that they damaged during construction which i was told was on order and never happened. Electrical outlets that did not work that was supposed to be fixed. Plumbing was installed on exterior wall and insulated over, this froze last winter and needed to be corrected. We could literally see outside from the basement from the gaps that were left from construction, hired a company to seal and insulate as our basement was freezing and we struggled to keep the house warm. What has brought me to the BBB, is I have had sheet rock cracking and i had a company come take a look and now i find out the structure itself is not supporting itself and i need to jack up and install a wall in the cellar to support the structure to correct this issue so the sheet rock will not be flexing along with my glass shower doors and closet doors which keep changing as well. I have not reached out to Hallmark as I do not want them back in my house and they never finished the 1st time. What are my options? Do i keep fixing myself at my own cost or ? I am not sure what resolution i am after at this point, so i am unsure how to answer the next question below. Looking for help and also do not want others to go through the same thing I am. Hallmark built my garage and redid my kitchen with no issues and were paid in full. This project has been a nightmare and i am looking for guidance.

  Business response

  09/26/2022

  Hi ***, I am surprised and sorry to hear of these items described above. With the exception of a back ordered door frame which I admittedly drop the ball on, I feel like the job was 100% completed. I was notified last year that some grout had cracked in the front entry and I sent my tile guy out to fix it. The other items on this list I was not aware of and did not receive any calls, texts or any other means of communication in regards to these issues. Having said that, I am certainly willing to take care of all of these items and would have done so immediately if I had been notified. Please let me know what I can do to make this right for you. Thanks and my sincere apologies. 

  Customer response

  09/27/2022

  
  Complaint: 18128181
  
  I do not accept the business's response as a resolution to my complaint because: [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.]

  
  I have spent thousands of dollars to correct issues by this company already. I could not even get a response until i contacted the BBB. I have multiple emails that I have sent and saved with zero response. My phone log does not go back far enough as I called as well. If the owner was under the impression the job was complete then why didnt he come collect the final payment? Or schedule the final inspection with the town that I had to struggle through as well to get an occupancy permit. As stated with my initial email to the BBB. I do not wish to have Hallmark in my home again. The roof work has been completed by another contractor at my cost, trim work completed at my cost, Foam spray insulation in basement to seal up the gaps that were left where the balcony goes through was completed at my cost. Water lines for bathroom that froze in basement were moved at my cost. What is left to do, tile floor I have not had completed yet as the current tile floor needs to lifted, and re grouted 100% to fix the problem i am told. Outlet in bathroom needs work as it is not attached properly to the wall.  The structural part is now priority, to jack up where it is sagging over 1" and build a supporting wall in the basement to support the weight of the structure. Fix the current cracks in sheetrock and possibly more cracking that the  jacking will create as well as repaint. Especially before winter as I will have even more weight on the addition.  Am I to do these at my cost as well or can I supply quotes and have Hallmark Home Improvement send me a check to cover? 
  Sincerely,
  
  ***** *****

  Customer response

  09/29/2022

  
  Complaint: 18128181
  
  I do not accept the business's response as a resolution to my complaint because: [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.]

  As stated in my first contact to the BBB, I do not want Hallmark home improvement back on my property. Emails were sent, and calls were made. I never said text messages were sent. There are two resolutions to this, one i can continue to pay for repairs out of my pocket which i have been or Hallmark can take responsibility and pay for the cost.  We have had enough stress and anxiety fixing Hallmarks work, it would not be healthy for any of us to have you on our property.  I would not have contacted BBB if it was not for the structural problems we are now facing. It has just become too much and we wish no one else to go through what we have been going through. It should not have taking us to go through the BBB to get a response. As stated before, if you really thought the job was complete, you would have been here to collect your last payment and schedule an inspection with the town to obtain our occupancy permit as required. 

  
  
  Sincerely,
  
  ***** *****

  Business response

  09/29/2022

  I am more than happy to help resolve the issue. It’s unreasonable to not allow me to look at what is, in your opinion a structural issue. A simple phone call would have been sufficient for me to come out and remedy these items. Per our contract, I have the right to correct anything that was not to your liking. At a minimum, I would like to take a look at it and we can come to a resolution. Thanks 

  Customer response

  10/03/2022

  
  Complaint: 18128181
  
  I do not accept the business's response as a resolution to my complaint because: [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.]

  Structural issue is not my opinion, it is another contractors professional opinion. A phone call and multiple emails were sent with no answer, i see no need to keep reiterating this. 

  
  
  Sincerely,
  
  ***** *****

*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. ↩