ComplaintsforProMaster Home Repair & Handyman of Cincinnati

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ProMaster finished my basement framing, plumbing, electrical and drywall. The electrical inspection failed and their remedy was unacceptable. Additionally, I learned that they wired every outlet in the basement (17) to a single 20A circuit, that is only supposed to have 10. This creates a severe electrical hazard that must be rectified.

  

  Business response

  09/14/2023

  *****

  
  We are sorry to hear this complaint on your basement project, and we are aware of the issues that you have experienced and would like to rectify them.

  
  We would like to share our account of these issues and attempts to rectify that have not as of yet been satisfactory for you.

  
  -On September 5, we received a call from you to the lead craftsman on your project saying that the basement had failed inspection for three electrical items. Our craftsman shared your frustration and disappointment and assured you that these would be an easy fix. He talked with our operations manager and scheduled a return visit on September 12.

  
  -Upon hearing this, you told our operations manager that this was unacceptable and that we should be there the following day and clear our schedule. We moved our lead craftsman off another job to move your visit up to September 8.

  
  -At this time, our lead craftsman completed repairing the items that failed inspection, based on diagrams provided by you. One of the wires he installed fell out of the outlet, a repair he would have offered to immediately return and complete. However, you called our lead craftsman after 2pm and left a very aggressive and hostile voice message. You then proceeded to call the office and yell at our general manager, threaten a lawsuit, and hang up after a brief conversation. 

  
  -We then worked internally to provide a larger solution for your concern you shared here regarding the number of outlets on the circuit. While NEC electrical code does not dictate the number of outlets on a circuit, we admitted that general practice would be to keep that number to around 10, which would ensure everything that could be operated in the basement would be well within your own personal load calculations, which were not shared with the craftsmen at any point during the project.

  
  -We then offered to have a different craftsman return to your home to complete the addition of a second circuit at no cost. This was because you refused to allow our two lead craftsmen on the project into your home again. You originally proposed that we would add two more circuits, which you claimed was still not enough but would be satisfactory, along with running a new circuit for a microwave that was never part of the contracted scope of work that we mutually agreed upon and signed off on. This is far beyond the necessary scope of work and what would be required for safe operation of electrical in your basement.

  
  -In this time, you’ve filed this complaint and also left a lengthy Google review that covers a wide variety of topics and accusations not related to this electrical issue. 

  
  -When we offered this solution, you took 24 hours to think about it and then returned our call to our general manager and demanded repeatedly, without exception, that we would come to your home and install two circuits. You repeated that phrase, cut off our general manager and refused to let him speak, and then hung up on him when he tried to explain that this was not a solution that we were willing to consider.

  
  At the end of the day, we’ve attempted to patiently make a number of good-faith efforts to rectify the situation, despite experiencing rude and hostile behavior.
  

  
  

  

  Business response

  09/27/2023

  *****

  At this point, we appear to be going in circles and rehashing the same responses and disagreements. Our solutions of offering options for repair have not been deemed satisfactory, and we won't reach any solutions with more back and forth. It appears you are continuing through arbitration, which can ultimately bring about a resolution. Is that how you'd like to pursue resolving this matter?

  Customer response

  09/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *****
  

  I would actually like a response to the latest finding that you buried a live outlet in the wall creating an extremely dangerous condition in my home.  Additionally, I would like a response to the fact that you do not appear to be following the current electrical code.
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/14/22 - Hired ProMaster to install railings, newells, skirt board, etc. and other miscellaneous work. 9/19/22 - Paid ProMaster a deposit of $2,060 and agreed to an installation date in early November. Early Nov - They called us and said they "forgot to order" our parts, so they were going to have to reschedule to December 7 and December 8. Late Nov - Confirmed with them that they had all the necessary items for installation. (I explained to them that I have a bad back and couldn't afford another delay.) They assured me that they had ordered AND received everything they needed. 12/07/22 - They came to the house with the wrong parts and told us that unless we used what they had, we'd have to push the installation to February 2023. Stressing my bad back again, I asked them to figure out a way to make it right. Eventually, we agreed to a compromise. They agreed to install temporary, unfinished railings and to send us pictures of similar product. (Both parties were hoping to find something that was in stock so we could schedule installation earlier than February.) We agreed and were willing to wait - worst case - until February as long as I could use the temporary railings. When I got home that evening, I found out that "unfinished" didn't mean unpainted/smooth, it meant raw, rough wood with splinters, breaks, etc. I asked them if they would be willing to sand them down, so I could actually use them/put some weight on them without the risk of getting hurt. (Temporary railings don't help me or my back if I can't use them for support.) 12/08/22 - Received cancellation letter that said they wouldn't give us our refund unless we agreed to release them from liability/future claims and "not make negative comments about them including anything unflattering or derogatory." 12/09/22 - In good conscience, we cannot sign that letter, but we believe we still have a right to our refund given the situation.

  

  Business response

  12/12/2022

  We are sorry to hear that you feel you’ve not had a good experience with ProMaster. We never want to disappoint our customers and want to ensure all customers are happy with the work provided for their home. 

  With that, ProMaster wanted to provide our point of view and review the claims made in this complaint.

  9/14 and 9/19 are accurate dates for the evaluation and down payment and reflect the attached PDF and ProMaster’s records. 

  However, an important phone call was omitted. A call is logged in our system on October 17 at 11:45 a.m. ET from our craftsman assigned to you to inform you that the special order railings would be delayed and if you’d like to proceed with those same railings, knowing there would be a delay, or if you’d like to see in-stock options to keep the work on time. This was our best good-faith effort to ensure the work was done on time, knowing that this railing was important to you and your health. You agreed to wait for the original special order railings, acknowledging the likelihood of a delay.

  Unfortunately, these delays and supply chain issues are affecting all industries, particularly home repair. We do everything we can to alleviate those issues, but there is still much that is out of our control as a company. 

  The railings then arrived prior to your rescheduled installation in December - again, in an unfortunate shipping issue, the company from which we ordered the railings sent the incorrect model. We realized this was the second time shipping issues affected your project, so we made every good-faith effort to make it right. This included multiple options of stock railing, installing the railing that was received, and any other solution possible to keep the project on time.

  This led to installing the temporary railings as another gesture of good faith - though the request to sand the railings down was much more demand than request.

  At this point in time, we realized that in the midst of all our good faith efforts to make things right from start to finish, including offering in-stock options in October which would have kept the project on time from the beginning, we wouldn’t be able to come to a satisfactory resolution together.

  We are simply invoicing you for the work that was completed on your home, unrelated to the railing, as noted in the PDF you attached as part of the contract that was mutually agreed upon. Your ask for a full refund of your down payment is essentially an ask for free labor and materials.
  

  
  

  Customer response

  12/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ***

  The issue isn’t “supply chain issues” or “supplier error.”  Adam admitted that he input the wrong information on the latest order.  The issue isn’t that Adam lied to us about having ordered AND received the correct materials days before installation.  The issue isn’t that they showed up with the incorrect supplies.  The issue isn’t that Adam and Don (the owner) wanted to unload subpar materials in what could have been a thinly-veiled bait and switch.  We weren’t happy about any these issues, but we were (and still are) willing to honor our end of the contract by agreeing to wait until February. 
  This is the issue:   Adam and Don didn’t order the supplies, they didn’t do the work, they unilaterally cancelled the job, they breached the contract, and they are now trying to keep our full deposit.  While we had no intention of widespread negativity on their business website or social media, we fully intended to contact the BBB to share our concerns.  For Don to withhold our deposit because we wouldn’t agree to stay silent seems unethical at best and illegal at worst.  With all their talk of “making every attempt” and “good faith” offers, it appears the obvious solution has escaped them.  An easy win/win for both parties is that they order, show up with, and complete the project with the correct supplies by the end of February as we agreed.  Otherwise, if they don’t want to honor their end of the contract and wish to breach the contract, they should return our full deposit without unethical strings, bribes, and/or threats attached.
  

  

  Business response

  12/19/2022

  Suite 700
  8044 Montgomery Road
  Cincinnati, Ohio 45236
  Chris@C*******Legal.com
  
  December 16, 2022
  
  Via Email Only
  
  
  ************************
  ***** ****
  Senior Marketplace Resource Consultant
  Better Business Bureau
  
  Re: *** Claim
  My Client: Red Pill, Inc./Promaster Home Repair
  Complaint: ********
  
  
  Dear ********* ***** be advised that Promaster has sent a refund check for *** ***** deposit. This
  payment of the refund is being done without any admission of liability.
  
  Sincerely,
  
  
  
  
  *********** ** ********
  
  cc: Don K****** (via email)
  
  

  Customer response

  12/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ***
  

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Working with Promaster has been another long list of contractors who promise everything, yet Im going to have to find another contractor to get the work I requested to get completed. My original request was verbally with your representative to fix the ceiling corner, mount a mirror, correct a ceiling fan housing that another contractor installed that tore my drywall around it, remove the original tile in the bathroom and replace it with the tile I purchased, remove the toilet and replace with a toilet that I purchased, and remove the entry tile under the door with tile that I replaced. I went out of my way to purchase the tile from Floor and Decor ahead of the job. I provided a list of work that needed to be done, put a down payment on the work - and only half of the work was done. I have pictures and full documentation of what was not completed. And was rebuffed by their owner when even complaining about the work. Totally unprofessional way of handling customer disputes when I requested another one of their contractors and perhaps even the owner himself to inspect the work. I had to spend more money with another competitor of theirs to get the job done.

  

  Business response

  10/25/2021

  *** ******** contracted for $5,430 of work on his home on 06/10/2021.  The scoped of the contracted work included:
  
  Remove existing vinyl flooring from front entry and bathroom.
  Install transition strips, and prep floor for tile.
  Install new customer provided tile and grout in bathroom and front entry.
  Install existing baseboard and shoemould.
  Install new toilet provided by customer
  
  *** ******** signed the contract acknowledging work being contracted, including notice of cancellation acknowledgement, also signed off on the final invoice accepting work completed as stated (signed contract and final invoice attached).  All work was performed as quoted.  Upon *** ******** contacting us regarding his concerns of ‘unfinished’ verbal work and a broken vacuum hook, the craftsman who performed the work, attempted several times to make contact with Mr. ******** via phone, leaving messages.  Which were not returned to the craftsman. 
  
  With *** ********** lack of response to the craftsman, ProMaster closed his file. 

  Customer response

  10/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ********
  

• Initial Complaint

  06/10/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired Master Pro to tear down fences, add heavy weather resistant sheets to carport with hooks that they could be easily removed, fix gutter, seal concrete cracks and install a railing. The cost was $3,200. As I knew the canvas was going to be expensive. This was to be completed in two days, 5-26 and 5-27-2021. I did not even get 10 hours of work, the job is incomplete, they left my home a mess and did not clean up. They tried to pass off 8 dollar drop cloths from Menards for the heavy duty weather resistant materials, used substandard nails and not hooks. Ruined my lawn with rotten fencing debris, did not use a tarp. The curtains are already ripping and falling down, grommets failing out. I tried to resolve this, but was told they didn’t like my attitude and would not work with me and to find another contractor. I said fine, simply refund my money and I’ll hire someone else. They were rude and defensive from the get go and had no plans on fixing this and stormed off.

  

  Business response

  06/21/2021

  Ms. ******* contracted for $3,200 of work to her home on 4/27/21. The scope of work included:

  •Remove wooden fence panels and dispose.
  •Remove chain link fence behind wooden fence panels and dispose.
  •Fill cracks in concrete with sealant.
  •Attempt to hammer out truck hit in gutter over driveway rather than replacing seamless gutters. Replace outside corner.
  •Remove and replace white vinyl drip edge over carport opening. Slope new one to the right so water collected in it drains to end over grass.
  •Add grommets to properly sized canvas drop clothes and add hooks along carport side framing to make temporary walls for winter that can be removed in spring.
  •Install iron hand rail on front steps. Customer has handrail and hardware.
  
  The project was scheduled for two half days on 5/26/21 and 5/27/21. All items were completed except item (3), due to standing water inside the concrete cracks. Completion was planned for following week when cracks were dry.
  
  Despite a walk around with Ms. ******* following completion of work on 5/27/21 where she approved of the work done, she left a voicemail for company on 6/3/21 expressing dissatisfaction with the canvas wall project and did not want original employee to complete concrete crack sealing.
  
  Numerous phone calls and emails were exchanged with Ms. ******* in an attempt to address her concerns. A service call was scheduled on 6/10/21 to inspect work by a supervisor and attempt to correct the canvas walls and complete crack sealing. Ms. ******* was so belligerent, irate and abusive to the company’s employees that they had to leave her premises.
  
  Company refunded her $390 to her credit card on 6/11/21 for the $190 crack sealing that did not occur and an additional $200 for general dissatisfaction.
  
  Numerous emails occurred back and forth from company to Ms. ******* between 6/10/21 and 6/16/21 in an attempt to reach a reasonable solution to her continued dissatisfaction with the canvas walls. Unbeknownst to the company, Ms. ******* already initiated a chargeback on 6/10/21 for the full contract amount of $3,200, despite her expressed satisfaction with a majority of the work. No compromise was able to be reached between Ms. ******* and the company. As a matter of good faith, on 6/16/21 company offered to refund her an additional $715. This amount, plus the previous $390 that had been refunded, would net her an amount far greater than the cost of the canvas wall project and crack sealing..
  
  It is somewhat unclear what an appropriate resolution to this situation is. Ms. *******, with this chargeback, has effectively NOT paid for work she contracted yet expressed satisfaction. In addition, she is also in possession of an additional $390 that was previously refunded to her.
  
  The only fair solution we can propose is what was previously offered to her on 6/16/21. Namely, that the total invoiced amount should be reduced from $3,200 to $2,095. This would reflect no charge for $715 worth of canvas walls she is unhappy with, $190 for the cracks that were not sealed, and $200 for her general dissatisfaction. Consequently, her card should be charged for $2,485, which reflects this invoiced amount plus the $390 already refunded to her.

  Customer response

  06/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  The contractors severed the contract, did NOT complete the job, used cheap substandard materials, lied, and tried to intimidate me. And left me with damaged property.

  I am offering $800.00 in full for work and materials received, nothing more.
  Regards,
  
  ***** *******
  

• Initial Complaint

  05/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1-11-21 Adam C****** from ProMasters came to our house to give us an estimate to repair 4 columns 20" in diamerter and 20' high. The bases had rotted, he measured the decay with a tape measure, the rot was more than 16" up the colimn. He sent an estimate for $3865.00. 1/3 was due upfront before they would order the custom bases. We paid them $1290.00. 2-23-21 Curtis S****** arrived to fix the pillars. He was alone, his apprentise had the bases in his car and was having car trouble and was running late. Curftis looked at the columns and said the bases only went up 2" that we had ordered the wrong size and he couldn't fix the columns. He left. The next day, 2-24-21 we received a new estimate ordering 18" bases for $6565.00 We told them we could not afford the excessive increase to do the job. We did not order the wrong size they did and we asked them to refund our deposit. 3-1-21 Jan, from the office, called and said she talked to Adam and he said he would not return our money.

  

  Business response

  05/07/2021

  Ms. ***** ******, much of what you stated here is inaccurate, so I hope you'll allow me a moment to clarify some of these issues. The initial signed Quote (********) in the amount of $3,865.00 was quoted based on the evaluation performed by Adam.  The column bases needed at the time of the evaluation where custom ordered, non-returnable, non-refundable (as stated on the signed Quote). When our craftsman returned to perform the work, your husband had changed his mind on the style of columns he wanted, our craftsman Adam offered two options with an updated Quote (********).  Which neither of these options where satisfactory to you, causing you to cancel the job, which was a breach of contract.  

  
  Per our contract the one-third ($1,290) required deposit is non-refundable, which was used to purchase the custom ordered columns, and helps offset the cost of custom ordered material.

  
  We're sorry if that was a frustrating experience for you. We wish you nothing but the best in finding a home repair contractor who can better meet your specific needs and pricing.

  
  Thanks,
  Don K******,  Owner ProMaster Home Repair

  
  

  Customer response

  05/12/2021

  BBB    Gail Sherman
  
  Complaint #********  against ProMaster Repair
  
  *the company has not addressed the issue of this complaint
  
  *they only offered us one resolution - a new contract ordering new bases 18" tall at almost double the original estimate
  
  We have never changed our mind on what we needed or wanted.
  
   Adam C****** saw our columns in Jan., an estimate we paid for, $79.00 non refundable. We measured the rot. As you can see by the picture it is undeniable that it goes up more than 2", we discussed approx. 16" with Adam. We did not order the wrong size, they did, we needed 16" or more to fix the problem. We always new that.
  
  Curtis S****** arrived On Feb. 23 to install our bases.
  
  He was alone, we never saw the bases they said they custom ordered and we do not have them.
  
  He said his apprentice had them and he was running late.
  
  He was having car trouble and he never arrived.
  
  Curtis said the bases they ordered only went up 2" and would not fix the problem. He said we ordered the wrong size and left.
  
  No one called us, we just got a new estimate the next day from Adam for 18" pillars at almost double the first estimate.
  
  I told the lady in the office we could not afford the new estimate.
  
  We did not order the wrong size, they did.
  
  If they had ordered the right size our columns would be fixed.
  
  As it is we still have the same problem and we are out $1290.00 plus the $79.00 for the estimate.
  
  I cannot see what we did wrong. We never changed our mind about what we needed. We never sent any one away they just left. The only person who talked to me was Jan in the office on 3-1-21. She said she talked to Adam and they would not refund our money.
  
  If you need more clarification, please call me.
  
  Thank you, ***** ******
  
  ###-###-####
  

  

  Business response

  05/17/2021

  Per Eval# ******** (see attached) approved and signed by customer on 1/18/21.  Customer also signed ‘Notice of Cancellation” agreement as part of ******** on 1/18/21. (NOTE: Photos at time of evaluation attached (******_column)

  
  The custom order material (4 column bases) where ordered upon receipt of non-refundable deposit of $1,290 as agreed to by customer when signing ********.

  
  The craftsmen arrived to install/repair columns and bases. Upon further investigation, there was additional rot damage discovered to columns that would need to be cut off and taller bases used to repair.

  
  The second Eval# ******** dated 2/24/21 was provided with the new base height required to replace damaged/rotted area.

  
  Photo submitted by customer with the complaint (IMG_0125 (4) ) shows additional damage made by home owner once he became argumentative with our craftsmen, who did leave the property at that time.

  

  Business response

  06/04/2021

  The column bases that where ordered with the down payment can be given to the customer per Don K******, Owner as long as the customer retracts their complaint. As per the contract materials ordered/down payments are non-refundable. 

  Thank you, 

  Melia J****, Marketing Manager

  Customer response

  06/07/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

*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. ↩