Complaints

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• Initial Complaint

  Date:09/22/2025

  Type:Service or Repair 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.

  This business entered into a 6 week T&M contract with me and did not complete by deadline. There were no material or scope driven changes. In addition to not meeting the 6 week ***** despite multiple correspondences that we were on track for completing, they were not close to completion even after 7 weeks. At time of termination of contract, company stated there were structural issues with home that changed time, this was never communicated in any of the were on track to meet 6 weeks texts that were received. Additionally, this company started a renovation to my home without pulling any permits or inspections. The amount of hours charged do not correlate with the work completed. No work logs were ever supplied. Invoices were also not provided in accordance to contract agreement. Quality of work performed is sub par at best. Multiple areas of my home, outside of renovation space, were damaged as well. My home was also posted on social media platform without consent which can compromise my safety.

  Business Response

  Date: 10/04/2025

  In response to Complaint ID ********, we would like to say that we did enter into a contract with Ms. ***** We acknowledge that there was an estimated project timeline of 6 weeks. However, that was never intended to be misconstrued as a definite timeline, just an estimate. As we told Ms. ***** there were a few things that needed to be tied up which would have taken approximately 2-3 more days with 3 people working. The final days would have only pushed us over the estimated 6 weeks to 7 weeks, 3 days.  We also noted in the contract that someone else had begun the work and we would have to correct or remove anything that was not up to par. There were many unforeseen conditions that needed to be addressed after starting the job,including flattening the uneven ceiling rafters, flattening the uneven floor joints and replacing all of the insulation, rebuilding the knee walls due to inconsistencies in height. We even started the job earlier than planned, as we were on another job and originally told Ms. **** we could not start for 3-5 weeks because of prior commitments. There were also customer add-ons including finishing storage areas with sub floor, dry wall and insulation that added time to the original time estimate. We assumed that Ms. **** had already pulled her permits as she had previously had someone working on it. In hindsight, we should have asked.
  We feel that we have communicated with Ms. **** on a regular basis. I am submitting texts and all of the invoices. We were not aware that Ms. **** was unhappy until she sent a text stopping the job. Two days prior to her stopping the job, she asked how many hours she was looking at for the current week we were on (week 7) and we provided her with an update along with how many hours we were at total at that point in time. We advised it would be another "heavy" week.
  The damage she notes, we had expressed we had full intentions of correcting these at the end of the job (as they were painting touch ***** however she never gave us the opportunity. We stayed in contact with Ms. **** throughout the job. She liked our posts on ******** and mentioned when she had seen our videos. There were no complaints about the videos or pictures. Please note that no pictures or videos contained addresses, exterior of homes, or anything indicating the exact whereabouts of the job or who the owner of said property is.
  In closing, I am attaching pictures, texts and all invoices which I feel will clear up any question to our work or her satisfaction up to the point that she stopped the job. Please take the time to read the texts as we feel that they explain what happened and why Ms. **** chose this path. The job cost went above what she had planned although she never communicated a budget even when asked, and I feel that maybe her budget became the true issue.We did remove our tools but all the materials (i.e. trim painted to match her interior and not returnable, doors requested, etc.) bought for the job were left in her garage. We ask that it be decided that Ms. **** pay her full and total balance.

  
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  This drive has invoices, texts, emails and pictures throughout job, etc.
  
  Thank you for your time.