Complaints

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• Initial Complaint

  Date:08/28/2024

  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.

  I hired Jasper’s home improvement to work on my house for an insurance claim. I paid $2000 deposit. They came 3 days for total of 12 hours and will not come back. Their work is not the quality I expected from professionals and I want to cancel the contract. They will not refund my money that was not spent on labor or materials. I also asked for itemized details invoice and they will not provide it.

  Business Response

  Date: 08/31/2024

  *** ******** (Client) had reached out to Jaspers Home
  Improvements (Contractor) to come and give an estimate for water damage in his
  home. The contractor agreed and met with the client on July 13, 2024, to review
  the damage. The client had asked the contractor “to write up the estimate
  exactly how ********* *********** did. My insurance already agreed to that
  amount so just use their numbers. I’m hoping that we can come to an agreement
  so that I won’t have to use all the insurance money on repairs.” The contractor
  had done as the client requested and then emailed the written estimate to the
  client on July 17, 2024. The client reached out to the contractor and said he
  would like the contractor to perform the work. The contractor and the client discussed
  that we are very busy at the moment and that the client would be put on the
  list for the work. The contractor did agree to go in and replace the subfloor
  in the kitchen due to there being a big open hole. The contractor did reiterate
  that after that work was done that the client would have to wait his turn until
  the other projects we had waiting were completed. The client was informed that
  he would be put on the list as our work was being done in the order that the
  job contracts were signed. The client agreed to this timeline. The contractor
  then met at the client’s residence on July 31, 2024, to sign the contract and
  to fix the subfloor on that same day. When the contractor arrived on July 31,
  he was verbally accosted by the client’s spouse. She was yelling at the
  contractor and started demanding that he reduce his portion of the money being
  charged. She continued to state that it was their money and that they needed
  it. The contractor said to the client “I am not working in these conditions.
  You can find someone else. I do not need to be treated this way. “The client
  said that it would be taken care of and to not worry about it and that he
  wanted the contractor to complete the work. He stated he really needed that
  hole repaired due to family situations. The contractor felt bad for the client
  and then agreed to continue with the work that day. From that day on, the
  contractor had received numerous bothersome text messages that were continually
  asking/demanding that his work be done. The contractor felt threatened by these
  messages and felt they were borderline harassing. However, to try and make these
  conditions stop, the contractor did fit the client in on 2 more occasions. One was
  due to a postponement at the current job he was working on and the second was
  because the contractor had gone after his workday was finished and worked at
  the client’s residence after normal business hours. The client had the
  contractor perform work that was not in the original estimate and do the work
  that was in the original estimate. The client did not have all the supplies
  that were needed, so the contractor used his own money to buy the supplies,
  figuring it would be reimbursed later. After that third workday, the contractor
  did tell the client again that his work would have to wait because he had to
  resume the other contracted jobs. The client was agreeable to this. The
  contractor was to have a one-day delay on his current job, so he was going to
  try and get in to do more work at the client’s residence. He told the client
  that he would try to make it either Aug 19 or Aug 20 depending on the current
  job delay. Unfortunately, that delay did not happen, and the client was
  informed that he could not make it after all. The client then became harassing
  in nature to the contractor which made the contractor feel uncomfortable and
  unsafe going to the client’s residence. The contractor then sought out help
  from the business office because his attempts to have the client stop went unnoticed.
  The business office had then reached out to the client asking again for him to
  stop bothering the contractor and that he was informed from the beginning that
  his work would be a while before it could be completed. The office informed the
  client that if he did not want to wait that he could back out of the contract
  and find someone else to complete the work. The client stated he would not do
  that unless we refunded the money he paid out. The contractor did work on 3
  separate occasions and also furnished materials, so therefore the money was
  utilized appropriately. The client continued to demand a refund or the work to
  be completed. He also made threatening statements, which are untrue, about the
  contractor “being on drugs”. Due to these circumstances, we do not feel that
  the client will offer safe working conditions to our contractor. We feel that
  this will be a hostile work environment and will not be in the best interest of
  the contractors. Our employees’ safety is first and foremost.
  We have attached a detailed breakdown of our charges. As you
  can see, we are still technically owed money, but we want this matter closed so
  we are not seeking that portion. We are considering this contract null, and our
  business relationship ended. We will part ways without any more work being done
  or payments being made. 

  Customer Answer

  Date: 09/03/2024

  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, details of the offer I reviewed appear below.
  

  I hired Jasper’s Home Improvement to do the work on my home. 
  They provided an estimate and required $2000 deposit. They arrived 
  to fix the floor and hang drywall. After seeing their quality of work, 
  and witnessing the owner smoking Marijuana on the job site, I told him I 
  wasn’t happy with his work and the unskilled labor he brought. 
  When I asked him when he was coming back, the office manager 
  Messaged and told me to leave him alone, and stated they would return 
  when they were all caught up. I asked about returning the unused portion of 
  My deposit and she refused to give me a straight answer about the itemized 
  Invoice I asked for until I made my complaint to the BBB. 
  The attached items are from Jasper’s Home Improvements. 
  As you can see from the estimate, the materials and labor were to be provided 
  by the contractor. After I made the complaint known to Scott, they sent BBB an 
  Fabricated invoice. I personally supplied all the materials except the mud, screws,
   and tape. I also purchased and installed the insulation. Finally the 2 
  truck loads of debris removed is still sitting in my garage in garbage bags. 
  The company ******* *********** removed and hauled away all the debris
   before Jasper’s even started. 

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

  Business Response

  Date: 09/05/2024

  In response to *** *******.

  First, I’ll address the pictures he included.

  
  The pictures of the ceiling:
  This was
  not in the estimate. He asked for it to be fixed. There was a trench cut in the
  ceiling when someone installed the water line. We purchased special tape to
  repair the gap. He was to take care of finishing it.

  
  The flooring:
  This
  was also not in the estimate. Again, he asked for it to be fixed. There was a
  section in his laundry room that we replaced for him due to it being rotted. All
  the soft and rotted wood was cut out and hauled out. We had to shore up the
  joists as well due to those also being rotted. We then insulated the area and
  replaced the board. This was only to be subflooring. We were not hired to do flooring
  there.
  There
  was flooring that needed to be replaced that was in the estimate. The
  restoration company only removed a small section. We had to remove more due to
  it being damaged. Again, we had to replace some of the joists. We insulated and
  then replaced the subflooring. Again, this debris was hauled out. There is
  flooring to be installed but when we were there, he had not purchased the
  material yet.

  
  The drywall:
  The
  restoration company flood cut the damaged wall. We were told to do the whole
  wall. So, we had to remove the rest of the drywall and haul it out. We
  insulated those walls and then replaced them. Had to use 6 full sheets of
  drywall. It was then mudded and taped. Then sanded. We then mudded and sanded one
  more time. It still needs one more coat done but that was put to a stop. This
  is when *** ******** started with his threats, so we did not return.

  Next, I’ll address his written statement:
  The contractor did not smoke marijuana. The homeowner sat on his porch in a chair and smoked the whole time we were there. He was even asked not to do this around the workers, especially since one of them had just turned 18. He stated that it was his house, and he had his medical card so he will do as he pleases.
  He asked when we were returning and was told that we needed to see what our schedule was and see if he could be fit in earlier. He was told from the beginning that there was a wait due to having a list of other clients that are also waiting for work to be done. He was told that we were working in order of the signed contracts, and he would fall into this list. He agreed when this was first discussed. He then became threatening and harassing to the contractor because he decided that he didn’t want to wait anymore and wanted his work done now.
  He had asked on 8/28 for an itemized list to be given to him. An itemized list was mailed to him. It was mailed certified and is still waiting to be picked up at his post office.
  The materials would normally be purchased by us, but he must give us the money to do so. He stated that he didn’t want to do that. He would only pay us for our labor charges and that he would purchase all the materials. Out of the work that has been done, he purchased the sheets of drywall and the wood for the subflooring. The rest was supplied by us.
  There were extra materials that had to be removed that the restoration company did not do. As I stated above, more flooring and drywall was removed. There was bad insulation that was hauled out and waste from the repairs.
  The invoice that was sent to the BBB, is not an invoice. It is a statement showing how the $2000 was utilized.

  Lastly, I’ll state my response:
  I have attached pictures showing what work we had done. I
  have also included a copy of the certified letter receipt. Also, the one
  picture I have included was sent by *** ******** to us. He hand wrote the extra
  information on this. This was not agreed on by us. But you can see from this
  picture that he even states that he is to buy all the materials. Also, his
  deductible is not to be taken from this money either. The hours that he has written on there are also incorrect. One of the days there were actually 3 contractors there. The $2000 that was supplied
  to us by him is to cover the labor costs for the work done. We will even take
  the hit on the supplies that we purchased so therefore we had been given a
  little over $1500 to pay our us. This money is used to pay the wages, pay the
  taxes, pay the insurance and the other fees that the government requires to be
  taken from one’s paycheck.
  As we had stated in the last correspondence, we did not feel
  comfortable returning to this property. This is due to the way we were treated
  by *** ********’s spouse and then the way *** ******** became threatening and
  harassing towards us. We did not feel that we would be in a safe working
  environment from that point forward. 

  Customer Answer

  Date: 09/05/2024

  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, details of the offer I reviewed appear below.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  As you can see 2 pieces of drywall, 2 pieces of flooring does not justify $2000. 
  Because I made a complaint about the Marijuana use on the job site, and the business office, rather than investigating my complaint, called me a liar, canceled the contract, made up an inflated invoice and kept the money. 
  
  
  Regards,
  
  
  
  ***** ********