ComplaintsforTAZ Construction

• Initial Complaint

  06/14/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with TAZ Construction to remodel our master bath and hall bathroom. We gave 50% down of the $30,515.41 total at signing. We were told the work would take 3-4 weeks. Work began the week of 4/26. Six weeks later it was not even close to complete. Workers were scheduled to come and did not show up. Phone calls to company owner were not answered or returned. We waited at home daily not knowing if anyone would show up. Workers that came were unqualified, and did shoddy work. Workers mistreated & damaged our cabinets, using them like trash cans. The contract was for TAZ Construction to complete our project. We were never told they didn't have workers that were qualified to complete it. They sub-contracted workers and hired people with unknown skills/experience/background to come into our home and work without supervision by TAZ Construction. We paid TAZ a total of $22,886.57. They spent $9k on materials, and did less than 40% of the job. Seeking refund of $5,262.

  

  Business response

  07/02/2021

  Tell us why here...First and foremost, Taz Construction would like to sincerely apologize for any inconvenience that we may have caused Mrs. ***********. We strive to follow through with all of our estimated customer project timelines. This is why we do not include a definite timeline in our contract. An estimate timeline is a courtesy not a guarantee. We can see how this may upset Mrs. ***********. However, due to the Pandemic businesses, economics, and everyday lives have been extremely affected. Taz Construction felt that upon signature of the Agreed Contract that Mrs. *********** was satisfied and content with moving forward during the Pandemic knowing the obstacles we might face.
   On March 2, 2021, Mrs. *********** advised Taz Construction “When would we be able to start the job, May 1 would be desirable” followed up by “Sorry, actually May 5, would be a good start date for us if available.” Taz Construction felt that if we could therein work around the many other Customer Projects that we have in progress and start the project early (should we have business or economic issues) that Mrs. *********** would feel better about the timeline. As if all went well, we would still be in working to complete the Project at the time of Mrs. *********** complaint. We sincerely apologize that we were unable to meet her expectations of a project completion date. Taz Construction works vigorously to complete our customer’s projects by the estimated timeline we give them.
  We understand that Mrs. *********** is upset about communication. Taz Construction feels that good communication is an essential key to a good client relationship. We never want our customers to feel ignored or disregarded. Taz construction has an excellent Office staff, and we are confident in their ability to communicate all customer calls and emails (we keep a hard copy log of all messages) regarding any issues that may arise during the time of the customer project. We have screened all of our office staff and unfortunately, they do not have any emails or messages to provide in regard to Mrs. ***********’s email complaint “We waited at home daily not knowing if anyone would show up”. If this were an issue, and had it been brought to our attention, Taz Construction would have immediately looked into it and resolved it. We have no mobile calls, landline records, or email messages to confirm that we left our customer at home waiting. Upon review of Mr. ****** personal mobile phone (he gives this number as a courtesy to customers) there is no mention in the text messages nor was he called regarding this complaint. Mr. **** was very responsive per the mobile phone memory, in a timely manner as well. We have an excellent Office staff that is happy to direct any messages or concerns to Mr. **** immediately. We have no record of such call or emails to the office staff.
  Taz Construction would like to take responsibility for entrusting a sub-contractor to install her shower pan. Impervious to Taz Construction, we found that they were unacceptable as they did leave Mrs. *********** waiting without giving notice to Taz Construction or Mrs. ***********; stating they would not be returning to complete the job. Due to our global situation and our short staff, we ventured down every avenue to provide experienced Journeymen for Mrs. ***********’s project. We were under the impression by the Tradesmen International representative that they only hire highly skilled individuals.  They presented us with verbal qualifications which were impeccable and advised us that this gentleman was their best worker. We signed a contract with this company and had to pay fees in order to obtain assistance as we became short staffed during the process of Mrs. ***********’s project due to the Pandemic. As a trusting company ourselves, we were let down and still charged for this individual’s labor. This was a phone call directly to Mr. **** in which he voiced his apologies and concerns, then immediately took to resolve the issue by contacting the company. We understand how this would upset Mrs. ***********.
  Taz Construction would also like to address the claims about the mistreated cabinets. We are aware that Mrs. *********** felt that our laborers used her cabinets as “trash cans” (per the pictures she uploaded). We utilized the cabinets for materials, prints, instructions, etc. due to limited space. We are aware that Mrs. *********** may have been frustrated with this incident. However, we would like to educate the reader that these pictures actually consist of only two open, unfinished bathroom cabinet construction. We had to do the same with the Hall Bathroom cabinets that we completed with her direct approval before beginning construction on the Master Bathroom.  We felt that it was better to place the construction materials in an empty, uncompleted, and unutilized space rather than leave the materials placed around the bathroom floor or position them in her bathtub. We admit that the debris(drywall)could have been cleaned up better on a daily basis. This is usual practice of construction, and it can sometime look messier than it is. The other pictures she provided are demolition of sheetrock damage behind existing tile backsplash and reframing of new medicine/mirror cabinets, as well as electrical positioning for new light fixtures.
  Taz Construction would like to assure Mrs. *********** that we only hire skilled and qualified workers. We were pleased on May 5, 2021, to receive Mrs. ***********’s email “Thank you for speaking with ****. I’m not sure why he did what he did on his first day, but he did a good job today, cleaned up everything, and was responsive to us and took initiative to make everything right. Kudos to him for job well done on Wednesday.” **** simply followed his employee schedule which instructed him to go to another job site. Taz Construction stands by our employees as they are loyal and hard-working individuals. We have also received many glowing reviews about our employees just like the one Mrs. *********** emailed us about ****.
  Taz Construction is a small, locally owned business since 1994. We are and have had an A+ BBB Accreditation since May 10, 2019, which is when we officially opened our office. We are rated at 4.79 stars with ******* **** and hold multiple awards with them. We operate morally and ethically We maintain pleasant and professional relationships with all of our customers. We continue to be committed and receptive of all of our customers’ needs and concerns.
  Taz Construction would like to thank Mrs. *********** for putting her trust in us during the Pandemic. We wish her the best in her endeavors and hope that she successfully completes her Project. Taz Construction still holds Mrs. *********** to the highest of respects and seeks an opportunity for retribution.
  
  
  Our Sincerest Regards,
  

  Taz Construction and Taz Handyman Team

  A****** ****

  Owner

  Customer response

  07/06/2021

  Complaint: ********
  
  I am rejecting this response because:

  First of all, the project began on April 26. There was no start date established at the signing of the contract, Mark Sames said he would see what they could do. TAZ Construction offered April 26 as a start date, and we accepted.
  
  
  Our calls were to A******** cell phone (************). That is the number he provided us for contact.
  ““We waited at home daily not knowing if anyone would show up”. If this were an issue, and had it been brought to our attention, Taz Construction would have immediately looked into it and resolved it.” This is an outright lie. We complained to A****** several times about needing to know whether or not someone would be coming. He said he understood and would do better about contacting us. Yet, the issue continued. He promised call backs that never came. He promised workers that never came. The last straw began on Thursday, May 27. **** called him to talk about the gouge in the cabinet door (TAZ employee T** stated, “Oh, you're keeping these cabinets?”), and the fact that two people were there all day, and did no more than install two 2x4 planks for the tub surround. A****** didn't answer and didn't return the call. Friday (5/28) A****** texted “Tuesday I have a crue coming to get the bathroom done...”. Tuesday came, no crew. **** called A****** TWICE that morning, left a message, no response. And no response or crew the next day either. I do not consider that good communication.
  
  
  As for entrusting a sub-contractor to install the shower pan... as far as we knew at the time, there was no problem with the installation itself, the pan that was ordered by A****** was the wrong one. A****** was present during the installation. We have since learned that a mechanical/compression pea trap that was installed is illegal under a slab. It needs to be a solid welded/glued joint. Additionally, the wall board hung for the shower (first by *****, then pulled out and re-done by ******), had big gaps left around the edges. We know they believed the wall board job was 'finished' because they started the shower tiling (with the wrong shower pan installed), and luckily we noticed they were using our floor tile for the shower walls, so it had to be removed. Also, the shower shelf was installed upside down. These are just a few of the issues we noted. There were way too many errors for us to feel confident that the job would be done right.
  
  
  We were satisfied with the completion of the small hall bathroom. Two workers that were sub-contracted by TAZ did the work (remove tub, install shower with tile surround) in a timely manner. **** came after for painting and drywall repair. He did not use any dropcloth, and made a HUGE mess with spackle overspray covering our cabinets and new fixtures. After we complained to A******, he did a good job cleaning it up the next day, but it was obviously a time waster, since he would not have had to clean it up if he had done it right in the first place. The real issues began with the onset of the master bathroom project. The workers that did the small bathroom work, we never saw again.
  
  
  We do not understand why TAZ Construction took on our project when they didn't have qualified people to complete it. If a company does not have employees, due to a pandemic, they should not be taking people's money when they can't complete the job. From May 10 to June 2, there were workers at our home only 5 days, and because of all the mistakes that had to be redone, not much more than the demo was completed. Due to the communication issues, the lack of competent work, and the delays, we feel TAZ Construction did not fulfil their contract with us. We paid them for more work than they did, and it is unethical for them to keep money for work not completed. We are seeking to recover only money for work they did not complete. They are entitled to keep the money they spent for materials and the work they completed. We calculate $8024.60 was spent on materials, and 40% of the project labor was completed ($9756.16). Since we paid them $22,886.57, the balance TAZ Construction owes us is $5105.81.
  
  

  
  
  Regards,
  
  ******* ***********

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business response

  07/19/2021

  To whom it may concern,

  
  This information is in regards to the rejection of our response to the initial complaint filed by ******* ***********. 
  First and foremost, we would like to apologize once again that the ***********s are not content with our services. As a 5 star rated company with glowing reviews and numerous return customers, it is unfortunate that the ***********s are not satisfied with our efforts. We also would like to inform all of those involved that we will no longer be addressing these concerns over the BBB complaint hub. We feel that this form of mediation is not effective, and would like to use a more sincere and progressive form of communication.
  A few final points that we would like to address, before we take a separate course in mediation:

  
  - In the rejection from the ***********s, ******* stated "First of all, the project began on April 26. There was no start date established at the signing of the contract, M*** Sames said he would see what they could do. TAZ Construction offered April 26 as a start date and we accepted" (******* *********** to Taz Construction, July 6th, 2021). Work did not begin on this day as she had claimed; according to emails, which we have recorded and saved, a revised contract was sent to them via email on March 1st from Taz Construction. She replied to this email on March 2nd, stating the following: "Hi A******, This looks good.  Will you accept a credit card for the initial down payment?  Can you confirm the payment terms?  When would we be able to start the job, May 1 would be desirable.  When could we meet  with the decor consultant?  We are ready to move forward.  :) " (Subject Line: Bathrooms Proposal,******* *********** to Taz Construction, March 2nd, 2021). She then followed up that same email, before a response from Taz Construction was given via email, and stated "Sorry, actually Wed, May 5, would be a good start date for us if available. Thanks, *******" (Subject Line: Bathrooms Proposal,******* *********** to Taz Construction, March 2nd, 2021). Based on our records of hours, the first reflection of an employee beginning work at the home is **** on May 4th, 2021. This is a confirmation that work actually had begun on May 4th, a day earlier than they had requested. ***** was also at the property on May 5th, per our records. 

  
  -We have screenshots, phone history, message and email history that show we have been responsive and receptive to their needs. In these proofs, there is not a single inclination from The ***********s that is asking if someone will 'show up'. There is also no evidence that suggests A****** made any 'promises' to them that communication would be better, because it was not needed. As a busy and successful businessman, A****** was very communicative with the ***********s. A****** is not guaranteed to answer every incoming call, as he is often in the field and works diligently on many other tasks. 
  
  -As for the cabinets, we have already addressed and apologized for the damages to the cabinets caused by Taz Construction. We understand that this was a mistake on our part, and have taken responsibility as well as offered to repair said damages. 
  
  -The shower pan was not ordered incorrectly by A******. He ordered the shower pan that was requested by the ***********s; the specific shower pan that was submitted into ***** **** ********** at *************. They were working with ******* **** ********* ****** and picked out specific selections for materials at their own discretion. The shower pan was ordered from the clients' own material selection list. 

  -Regarding ****'s quality of work with the spackle overspray, ******* *********** stated "**** came after for painting and drywall repair. He did not use any dropcloth, and made a HUGE mess with spackle overspray covering our cabinets and new fixtures. After we complained to A******, he did a good job cleaning it up the next day, but it was obviously a time waster, since he would not have had to clean it up if he had done it right in the first place” (******* *********** to Taz Construction, July 6th, 2021). This issue was also already addressed and fixed, before the official complaint had been filed with BBB. A****** addressed the concerns by replying via email “I will have **** go back out and clean everything in the morning. I will have Mike be there to look at everything and to direct ****. my apologies he knows better”(Subject line: Bathroom Painting, Taz Construction to ******* ***********, May 4th 2021). In an email sent by ******* the following day, she confirmed that this issue was resolved by stating “Thank you for speaking with ****.  I'm not sure why he did what he did the first day, but he did a good job today, cleaned up everything, and was responsive to us and took initiative to make everything right.  Kudos to him for a job well done on Wednesday” (Subject Line: Bathroom Painting, ******* *********** to Taz Construction, May 5th, 2021).
  

  -Taz Construction did have qualified workers when we took on the *********** project; but many of them had to resign due to COVID-19 related issues as time progressed.This was completely out of our control. Our lack of staff was discussed several times, which the ***********s understood. This is proven in an email where ******* stated “Hi A******, I know you are short handed, but just wanted to follow-up on the additional costs we asked about. Thank you, ******* ***********” (Subject line: Quote,******* *********** to Taz Construction, April 12th, 2021). We also were planning to send out a tile setter, which they denied. We had stated this in a separate email chain: “Please advise. **** And *******, I am doing everything in my power to get your project done. Things that have happened during your project are out of my control as I have explained to you both. I have exhausted every avenue to obtain experienced help. I do understand that the contract says three to four weeks. However, through these trying times, of a pandemic, we here at Taz Construction are experiencing difficult times. There will be a tile setter that will be there tomorrow to start on the project. They will arrive between 8 am to 10 am in the morning I apologize for the inconstancy this is not the work ethic that Taz Construction portrays. Again my deepest apologies. A****** ****, Owner”(Subject line: Bathroom Construction,Taz Construction to ******* ***********, June 2nd, 2021). The ***********s then replied to this email stating: “A******,....We are done with this relationship, you have not fulfilled your contract. Anyone you send just needs to pick up the tools left behind. We will be pursuing the money we are due. **** & ******* ***********” (Subject line: Bathroom Construction,******* *********** to Taz Construction, June 2nd, 2021). 

  -The shower shelf is not ‘upside down’, the direction is universal and can be installed 4 different ways, per multiple experienced employees on our team.

  
  Included below are the costs to date summarized: 
  Materials: 
  Home Depot: $1,084.24
  All Flooring: $3,200.00
  Lifestyle Design: $1,000.00
  Ferguson: $5,311.66
  Prestige Granite for both bathrooms: $2,654.10 (Taz Construction has already paid $1,400. $1,254.10 is still owed to Prestige by the ***********s. 
  Waste Management (Haul Off): $38.89
  Emser Tile: $819.79
  Ideal Mirror and Glass: $692.00
  Tradesmen International: $398.75
  Total: $16,113.96.
  Labor 
  95.75 Hours @ each employee’s hourly rate. Their hourly rates will not be disclosed at this time. 
  Total: $1,795.75
           X 23% (Payroll Burden, such as insurance, state taxes, etc.)
             $2,208.81
  Materials and Labor Cost with 1.5% Markup:  $24,170.94.
    A Markup for materials purchased is standard business practice for service companies. 
  Total out of pocket cost by Taz Construction:                                                     $16,113.96
  Total cost paid by Taz with our business markup of 1.5%:                                  $24,170.94
  Original Contract Amount:                                                                               $30,515.41
  Paid to Taz Construction by the ***********s:                                                  $22,886.57
  Balance owed on the original contract:                                                               $7,628.84
  Amount paid out by Taz Construction:                                                              $24,170.94
  Amount paid out by the ***********s:                                                            $22,886.57
                                                                                                                      -$1,284.37 in difference
  As it stands, based on the income and expense of the *********** project, Taz Construction has paid out $1,284.37 more than the ***********s’ have paid thus far. This disproves the claim by *******, “You have taken more money from us than work you have done”(******* *********** to Taz Construction, June 2nd, 2021). 
  The spreadsheet that will be sent separately shows every single cost broken down. Each cost has proof of purchase, showing our accurate costs compared to what the ***********s estimated our cost was.
  This will be our final response through the BBB Complaint Hub. We will no longer respond through this avenue. We would like to resolve this issue and appease the ***********s. We recognize their concerns and seek for resolution, as well as an opportunity for redemption. We take pride in our work and look forward to a mutually satisfactual agreement. Please contact us directly for more information or documentation. 
  Thank you. 
  The Taz Construction and Taz Handyman Team
  
  
  
  
  
  
  
  
  

  
  

  Customer response

  07/21/2021

  Complaint: ********
  
  I am rejecting this response because:

  In regards to TAZ constructions “final points”...

  - The project DID begin on April 26, not with TAZ employees, but with sub-contracted employees that did the tub demo/shower surround. Apparently Mr. ****'s records are not as good as he thinks they are. We agree that ****, the first TAZ employee, came on May 4 to repair drywall, paint, and install the sink fixtures.
  
  - The discussion with Mr. **** regarding his lack of communication was via a phone call with **** on May 18 at 9:54am. The call exceeded 12 minutes, and our complaint was that we were left hanging, not knowing if anyone was coming, too often. Mr. **** said he understood and would do better.
  
  - No one from TAZ has apologized for the cabinet damage, or offered to repair said damages. When was that offer made, and how?
  
  - The shower pan WAS ordered incorrectly by A******. A shower pan was placed in the ******** 'project list' by *******, marked DO NOT ORDER – NOT CONFIRMED. The pan in that list is NOT the one that was purchased, and even if it was, it is up to TAZ Construction to confirm it's the correct pan for the situation. We requested an acrylic pan, beyond that we have no way of knowing what shower pan is needed.
  
  - The subject of ****'s mess is a moot point. It was only brought up because Mr. **** was using the email to say that I was happy with his employee. I would have been happier if I had not had to complain about the employee in the first place.
  
  - Mr. **** was complaining about not having workers before our job even began. We saw red flags when he was in our home talking about how Covid was impacting his staffing. This was after we signed the contract and before the work began. Since we had already given them a 50% down payment, we hoped for the best. And just because we understood they were short staffed, doesn't mean we agree to wait forever for the work to be done, and be content with sub-standard work by unqualified employees. We were paying a lot of money for our bathrooms, and we expected nothing less than a quality job. And it's interesting that when citing our response on June 2nd: “A******,....We are done with this relationship, you have not fulfilled your contract. Anyone you send just needs to pick up the tools left behind. We will be pursuing the money we are due.” they left out the part in the dot dot dots.... which was, “You have ghosted us. You are not responding to our calls, you are not sending people when promised, we have no confidence in your company to complete this project at this point. Why should we believe you are sending someone tomorrow, you promised a crew would be here Tuesday. Also, we are not confident that anyone you send would perform competent work. And you have not contacted us until now, when we tell you we are done. “
  

  - The shower shelf is designed to be filled with concrete on the open side. The open side needs to be UP to achieve that.
  

  - We have reviewed Mr. ****'s financial summary, have made adjustments accordingly for some items, and dispute others. We have attached a revised spreadsheet, and have emailed TAZ construction with same. Since so much work was faulty, having to be undone, and redone by TAZ employees, and then again by our professional contractor, we also dispute the labor cost. We are not responsible for their employee's incompetence.
  

  - They say, “We would like to resolve this issue and appease the ***********s. We recognize their concerns and seek for resolution, as well as an opportunity for redemption. We take pride in our work and look forward to a mutually satisfactual agreement.” We have seen no evidence of this.

  
  Regards,
  
  ******* ***********

  
  

  

  Business response

  08/09/2021

  This matter has since been resolved and was satisfactory for both parties. This complaint is closed. 

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