Complaints

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• Initial Complaint

  Date:01/24/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  on 6/16/2022 i contracted ***** ******* to sales person **** ******** to finish a basement area for a live in suite for a nurse to care for my passing mother. for the total price of 68,986 dollars which i put down 10,000 up front. for a certain amount of square footage of the basement to have work. during the pandemic and was charged premium prices to begin with. the remainder of the bill is financed through ***** *** *********. well the first issue is that because of negligent design on their part they were unable to construct more than a whole closet space entirely and only offered to refund a non negotiable amount of 1973.00 based off their square footage estimates. over a year ago whcih we have a refund letter from them. but they never credited the finance company which we have proof from them. and they refuse to refund this money in any form. refused to conttact back for over six months. and the second issue is the other unfinished and absolutely poor quality of work done. we have had them back with a attorney present to witness them agreeing to the poor quality of work **** ******* is our attorney. its been almost 2 years now and they refuse to refund owed money. and to honor fixing their work they ignore all communications have admitted to our attorney the work was unsatifactory and would cost thousands of dollars for us to have another company fix these issues. we have tried to have them correct the work. offer not only the already agreed and refund but to estimate the work and rectify by monetary means. they gave us a fraudulent refund notice as they never actually paid. and still refuse to make any contact effort to solve any of this.i unaware of the poor workmanship did sign a completion paper with the promise from there independent contractor that he would return to finish work later after signed but they would not pay him til signed he as well never showed back up. we have plenty of proof but would like help from you instead of footing more legal fees

  Business Response

  Date: 02/10/2024

  Ms. *****
  
  
  Below is a timeline of events:
  
  6/16/22  a contract
  was entered into with **** and **** ************
  7/11/22 I met with **** ************ and *** to perform a
  pre-construction walk through.  At this
  point and time we discussed the contract and work being done in depth.  I told them I would put together a design
  including the items discussed at this meeting and once they approved the design
  we would submit for permits and then put them on the schedule. 
  8/16/22   The
  install on this project started.  We had
  several issues during the project mostly related around the multiple plumbers
  that the consumer had on site to work in conjunction with our project.  As per the executed pre-construction walk
  through form (attached) a plumber was to be onsite either before or after our
  project but at no point in time was the plumber to be working in conjunction
  with us.  This aspect of the project was
  discussed and the customer initialed they would comply.  Unfortunately, this was not the case and
  caused delays in the project.
  9/12/22  The
  project was completed.  Attached is the
  completion form that **** ************ executed with our lead carpenter after
  all punch out items were complete.
  9/21/22  the city
  did their final inspection and signed off on the permit and sent us
  notification via email.
  1/4/23 I spoke with *******, for the first time, who
  represented himself as the brother of ****. At this point he informed me that
  multiple items were not finished on the project, I found this odd as **** had
  completed a completion form stating all work was done. I told him we would send
  out a service request form to **** and once completed with photos we would
  address the concerns.
  1/4/23 the service request form was emailed to ****
  1/5/23 **** sent back pictures that were not of our
  project, but did not send the form back describing the issues.  Later on 1/5/23 *** sent back the service
  request form.
  Over the next few days an email was sent to **** that the
  pics were not of our project and we needed the correct pictures in order to
  assess the service items.  After much
  back and forth ***** ******* called in and spoke with ****, and he was told
  that the pics that were sent were still not of our project.  When he was told that the pics that were sent
  were not of the issues with the basement he blamed his secretary and told us he
  would get us the correct photos.
  4/19/23 we received a call from **** *******, *******
  attorney. He was told that I was out of the office but would get back to him.
  4/28/23 I spoke with **** ******* and he told me he would
  get the photos to me.  **** also wanted
  to setup a meeting at the residence, which I told him I would be more than
  happy to do once we could look at the photos.  We never did receive the requested photos.
  5/16/23 I agreed to meet with **** *******, on 5/19/23,
  at the residence to discuss the issues at hand.  After meeting with **** and ***** we went over their concerns.
  5/19/23  At this
  meeting it was brought to our attention by both ***** and his attorney that the
  customer was never issued a credit from a change work order in the amount of
  $1973.00.  I told them I would send an
  email that day to **** ******* to resolve this issue.   It was obvious to myself and the lead
  carpenter that the basement had been disassembled in multiple areas and not put
  back together correctly.  There were some
  issues that we needed to address and I told **** ******* to get me the list so
  we could bring closure to this as soon as possible.  Later that day I emailed a final statement of
  the job to **** ******* showing that the correct credit of $1973.00 had been
  issued in the final payment request from the lender.
  8/10/23  I received
  a list of items to address from **** *******, attorney.
  9/14/23  I sent a
  detailed response to **** ******* addressing each item.  Making it clear that items that were of issue
  with the work that was done by us we would correct but we were not going to fix
  issues that the customer either changed himself or had someone else change
  after the project was completed to their satisfaction.
  12/12/23 I received an email from attorney **** *******
  stating “Please excuse the delay in providing a substantive response to this
  email. My clients are interested in trying to resolve this matter on a monetary
  basis (as opposed to you performing the items listed below). If there is any
  interest in this on your end, please advise.”
  1/22/24 **** ******* sent an email asking if we had any interest
  in resolving this matter.
  1/22/24 I responded that we felt our offer to correct any
  deficiencies on the job that are not up to our quality standards was more than
  fair but wanted to remind him that our system had been taken apart and we were
  not going to be held responsible for these areas and we didn’t feel a monetary
  resolution was in either parties best interests as we wanted to make sure any deficiencies
  were corrected.  I also asked **** to let
  me know a day/time if he would like to discuss further.
  
  No further correspondence was received until the current
  complaint.
  
  In reference to the proposed settlement, we offered to
  fix the issues from the meeting on 5/19/23, but the customer wanted a monetary
  settlement.  The “owed money” they refer
  to was already credited to the account as per the attached statement.
  
  Attached:             ************ Pre-Construction Walk
  Through_7-11-22
                              ************
  Contract_6-16-22
                              ************
  Completion Certificate Executed
                              ************
  Customer Statement
  
  

  Business Response

  Date: 03/07/2024

  In response to the most recent communication,

   

  When we met with **** *******, attorney, and ***** at he residence on 5/19/23 it was agreed that they would send us a list of items that they would like repaired and we would reply and then setup a time to do the repairs.  They sent the list of repairs on 8/10/23 and we replied to that email from **** ******* on 9/14/23.  In the reply on 9/14/23 we made it clear that we would only fix items that were of issue with the work that was done by us and not correct issues from work done by others or our work that had been modified by others.  At this point we have sent, in our previous response to the ***, the proof that the $1973 credit was resolved, that information was also previously sent to attorney **** *******.  We have also offered to fix the issues with our work.  We are still willing to take care of this, we have no interest to monetarily resolve this issue.
  

  Sincerely,

  ******* ******
  

  Customer Answer

  Date: 03/19/2024

  [If you do not say why you are rejecting the company's response, *** must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  as i mentioned prior. the main issue is that when we can even get ahold of them they are refusing to fix half of the shotty work they performed as they mentioned in person in front of our attorney. they have made every excuse as to why they cant or wont fix certain things. hence us not being interested in having them fix the issues. because they have already stated they will not fix half the issues. as for the refund i have shown and provided the evidence from the finance company showing they never issued a credit or refunds they simply printed off a paper on their office letterhead stating they did. however they never followed through. again more fraud. our attorney proposed a 8k refund the 2 they already owe and 6 more for the terrible work which is more than fair on a 67k job to which they even responded that was a fair offer. i would at least still like them to be honest enough to refund the 1971 for work not even performed. a printoff saying they did is a nice though but actually issuing the credit or sending us a check would be preferred. after 2 years we have needed to use the space. and them refusing to fix so many of the main issues . again i have video and voice recordings texts etc of the contractor they used saying he would return to finish after signed admitting all this work needed finished. but now they simply are saying they wont. i dont see any other fair way to reconcile this situation other than monetarily. i also just found out this is a independent owned company not through ***** ******* at all. they somehow through company sales and restructuring were able to keep the ***** name. which i believe to be somewhat false advertising as since 2020 they have in no way shape or form been affiliated with ***** or even the company that bought them in 2020. as i tried to get ahold of corporate to help resolve this  and was told by ***** and ultimate basement finishing company that they are not affiliated whatsoever. when hired i asked about this and was told they were part of ***** as i thought there would be somewhat of accountability with hiring a reputable large company 
  
  
  
  Regards,
  
  
  
  **** ************