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:03/18/2025

  Type:Order 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.

  The Town of *****, Community Development Block Grant Program, granted me a loan. The funds from this loan were to be spent on my property.
  
  Thoma Development consultants is Program manager. They highly recommended *** ****** ******* *** (& ***********) to do the work. I am not satisfied with the work performed.
  
  I am requesting clarification of the 5/6/24 Housing Rehabilitation Inspection Report.
  Namely, **** *******’s certification: “work has been completed and inspected…”
  
  I’d like ****** details of which work was completed on 5/6/24 and which work was inspected on 5/6/24.
  
  I’d like a date and an explanation as to why a request was made for a $20,935 check to the Town of *****. Please provide supporting documents justifying the amount requested.
  
  I'd like a release date and a reason for releasing a full payment to *** ****** ******* ***.
  
  Thank you,
  ***** *****

  Customer Answer

  Date: 03/19/2025

  ***** ***********, owner of *** ****** ******* *** signed the contract for Roof replacement, 2 exterior door replacement and 30ft Gutters/Downshpouts install. She cashed the $20,935 check in May 2024. Started door replacement in July 2024 and gutters in Sept 2024. She didn’t complete the install and her quality is below the minimum US standard. She doesn’t follow best install practices, and doesn’t follow NY residential code. She and her crew have no experience in exterior door install. Her crew doesn’t speak English and doesn’t use any translating device for proper communication. No clean up. It takes months for her to pickup “old” doors and garbage. She doesn’t provide proper tools and necessary install materials for her crew. Her crew blames her, she blames her crew and everyone else, and the job she cashed the check for in May 2024 is not done. The damage done during the install is so severe, the door couldn’t be reinstalled. The Patio door is leaking water inside the house, and has to be reinstalled with proper materials. The gutters have to be replaced as well, due to improper install and damage. ***** failed to meet expected standard of care and skill in performing her contractual duties. Her negligence is obvious, therefore I’m seeking $2,725.61 to remedy damage and complete the job. The roof issue remains open until she provides proof: pics of ice/water install and a receipt. Furthermore, ***** and her men trespass on my property, take pictures without my permission, operate the drone on my property without my permission. She doesn’t keep appointments, cancels frequently and arrives hours late. She doesn’t follow up and doesn’t do warranty work despite her claims on social media. She claims she invests in her crew, however the only thing she invests in, is her personal vehicles and gadgets like drones. She added “and ***********” to the name of her company, misleading customers. She has no experience and no skills in construction.

  Business Response

  Date: 04/03/2025

  Thank you for the opportunity to respond to the complaint filed by ******** *****. It would be good to begin with some general clarifications.  Ms. ***** was provided assistance through a housing rehabilitation program administered by our company on behalf of the municipality. The assistance is not provided as a typical “loan” but rather as a deferred payment loan (DPL or grant).  The program covered all cost of the rehabilitation work and Ms. ***** was not responsible for paying any costs out of pocket.  There is no re-payment for the work completed unless she sells her home within a 10-year recapture period, or it otherwise ceases to be her permanent place of residence.  The amount that is due to be repaid in the event of a sale reduces over time. Thoma Development is the program administrator but does not perform the actual construction work. The homeowner contracted with a contractor to perform the work on the home.  All work in the work scope was completed by the contractor and the contractor was not paid until work items were completed. Following completion of the work the homeowner raised several concerns, primarily regarding the roof installation, the operation of a rear sliding glass door, and the gutters.  Concerns over the roof were addressed when the owner was provided photographic evidence of proper installation.  The original contract stated the contractor would replace the missing siding on the home “if possible” but the contractor was not able to locate matching siding. Instead of installing a new section of siding, a gutter downspout at the front of the house was installed, which was not part of the original contract. After being notified of the homeowner’s concerns, Thoma Development coordinated with the original contractor that had performed the work, and the contractor was willing to return to the home and address Ms. ******* issues with the door and gutters. The contractor did return to the house to inspect the issues, but, according to Ms. *****, did not contact her in advance and Ms. ***** asked the contractor to leave the property and informed them that they were trespassing. Ms. ***** has subsequently refused to allow the original contractor to return to the property to address her concerns. Since Ms. ***** will not allow the original contractor to address these issues, Thoma Development has worked to arrange for other contractors to complete any corrections at no cost to her. We have a professional gutter company ready to correct any concerns with her gutters. We also have a contractor ready to complete the door adjustments/repairs at any time and are working to have a representative from the door company on site during repairs to provide Ms. ***** with peace of mind that everything was done appropriately.  The work on the door may be as simple as adjusting some shims or may be more extensive, including removal and reinstallation.  If, in the process of addressing any installation issues, it is determined that there is a problem with the door itself, such as a product defect or damage, we will take appropriate action to address it.  However, a full replacement with a new door prior to determining the underlying issue is unreasonable.   She has, to date, refused to allow these other contractors to address her concerns and has instead requested a cash payment to (presumably) pay for the work herself. The cash payment requested for the gutter repair is approximately four times the cost of the estimate we have received to correct the problem. The amounts she has indicated for a new door is also substantially higher than the actual cost. We are continuing to work with Ms. ***** to give us permission to address the issues with the gutters and correct the rear door, including a planned mediation process. We hope that she will work with us in good faith to address these issues. 

  Customer Answer

  Date: 04/05/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Please provide date and proof for: 1. Contractor payment date: 2. Work items completion date: 
  
  Regards, 
  
  ***** *****

  Customer Answer

  Date: 04/11/2025

  5/6/24  ****/Thoma certified that ALL work is completed and inspected. 5/6/24 Thoma requested full payment from The Town of *****  5/15/24 The Town of ***** issued Check # **** for $20,935   5/21/24 Thoma dropped of check at my house 5/22/24 I notified Thoma in writing that the work is NOT completed and I refused to endorse the check. 5/23/24 Thoma came back to my house and attained my signature under false pretense Without my authorization and my consent, Thoma released the 100% payment to *****.  7/2/24 Check cleared the bank. My leverage to deal with incompetent and inexperienced contractor was taken away by Thoma. Thoma violated my contractual right to fire *****, withhold the payment and hire another contractor to do the work. ***** started work on: 7/14/24 - 1/11/25 ***** didn’t complete the work and refused to do anything else after 1/11/25