Complaints

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• Initial Complaint

  Date:10/31/2022

  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.

  Hired this contractor to add a new masterbath. Provided an estimate and required 1/2 up front to start. Provided him $2,800 and he started the job on 9/15/22 and told me it would be completed by the end of September. A little bit of work has been done. Some framing, plumbing and electrical and that is it. He now will not return phone calls or respond to text messages. He said the work he completed was worth the $2,800 down payment. The total cost of the estimate was $5,500, just for labor as for I was supplying all the materials, as agreed. All the materials are here but he will not get back in contact with me. The project was taking place at my boyfriends home located at **** ****** **, Windsor. Every hour he and his helper, *** ***** would take a 20 minute smoke break which I thought was very unprofessional.

  Business Response

  Date: 11/07/2022

    My name is Eric S****, owner of Resilient Home Improvements LLC.
  We do home remodeling, Renovations and Improvements
  My address is **** ***** ***** **, Thomasville PA ***** 
  
  I would like to start off by saying we do work for investors where we do 10-20 full Home Renovations a year depending on size as well as smaller improvements. I have never had any issue like this one. I have contacts for investors and customers who would be more than happy to speak for my company. 
  
  I was recommended to ******** ********** through *** ***** who does work with me. When we spoke of this project it was clearly explained that her job would be fit in between other projects we already have going on. Never was a completion date confirmed. The down payment was paid on 9/15. Since project started **** ********** would change how she wanted project finished including additional work in which she didn’t feel she should pay for. She would return materials, letting Mr. ***** know through texts that she did and would say that her on again off again boyfriend didn’t have the money to buy materials or pay labor cost. When she would purchase materials she would withhold them and not answer ** ******* her boyfriend. Every other day her and ** *******, would be arguing in which ***** would tell Bob and myself he doesn’t even know what she’s doing because she won’t talk to him. The drive to the address of work would take me an hr there and an hr back, which I was NOT compensated for even though materials wasn’t there as promised. 
  
  **** *********** behavior became more erratic as the job went on. The day after the last time we spoke all 4 tires of my van were slashed, in which a police report was filed and names were given under the police officers request of who I may have suspected. My family and I just moved to this address and the first estimate with this address was to **********. Our house can not be seen from the road and no street lights on our road which makes our house impossible to see. **** ********** has also been contacting some of the investors I do work for through ******** as well. My next step will be filing for harassment and a no contact order if this continues.
  
  The estimate sent was addressed to **** ********** and not ** *******. She states in a few texts that she was out of the project and ** ******* wouldn’t be able to pay as well as apologizing for getting us involved in the project. 
  Attached are texts between **** ********** and ** ***** who works with me. 
  
  Work that was completed was more than enough for the down payment that was paid. 

  
  

  Customer Answer

  Date: 11/07/2022

  Mr. S**** is making false allegations in reference to what he had performed at the job site and what was discussed that was to be done. He was unable to complete the work because he was not familiar and did not have the ability to do a complete bathroom which he did not inform us. He has not been truthful about anything with regards to this complaint or the job performed.  Mr. S**** has been unprofessional the entire time doing this job which we did not ask for him to do *** ***** his helper had referred him to us to do the job.  He would make us run for materials which were not needed at the time so he could take his 20 minute smoke breaks. Our security cameras found that while we were not there more time was spent with him outside smoking then working. Cigarette butts were found on our porch. Mr S**** became biligetent when we would text him asking when he would be at the job next. Because we never knew when he would be there. It took several texts to get him to respond at which time he was a no show and his helper *** would not do any work because he said Eric would not like that. The last text messages Mr S**** called me a “dummy” and was belligerent. Very unprofessional. He freely took $2800 cash but refused to sign the estimate stating “it was not needed”. Both ***** ******* and myself felt very uneasy once we found out that Eric S**** was arrested for simple assault, possession of a controlled substance and driving an unregistered vehicle. We did not know he was a criminal but are fully aware of that now and don’t want him near our residences.  Again, his accusations that we would do anything to his vehicle is absolutely absurd. Again making false accusations as he has from the beginning of September when meeting him. He is reckless and unprofessional. We did check his references which all stated we should stay away from Resilient Home Improvements. It is not a crime to check references, we just should have done this prior to giving him cash.  It’s a shame when a business is not capable of completing the work they were to perform then are belligerent and unprofessional when requesting a partial refund.  He states that ***** ******* is not part of this agreement however the work being performed was at *****’s house. Eric simply put my name on the estimate. We simply asked what was fair and to return money for the work not done which Eric S**** refuses to do. 

  Business Response

  Date: 11/11/2022

  In response to the last letter I received. ************************* states we dont know how to do the work. We do between 20-40 full bathroom projects a year, so that statement is absolutely false. Matter of fact everything she stated is absurd. 
  

  Investors and customers I do work for already stated they would be more than happy to speak on my behalf. Their contact info can be given to you privately if you need. 
  
  **** ********** became more erratic and unstable as the project moved along. I believe the texts messages I attached in original email shows that. She apologizes for even getting us involved in the project because of how her and ** ******* relationship is toxic. Mr ***** who works with me knew **** ********** for a couple years previous to us doing work for her. He apologized as well saying he didn’t know she has the issues she does and that he wouldn’t of asked me to take the job. Fact of the matter is there isn’t a contractor that would deal with her behavior or the toxic relationship her and ** ******* has, made for a very uncomfortable situation. For someone who really wants a project finished I don’t think they would return materials and withhold them from getting the project done. Driving an hour away to the project only to find out from ** ******* who was irate with **** ********** because she wouldn’t give home the materials. As stated before, I am not willing to give any money back that Mr ***** and myself worked for or finish project. The work we done there was more than enough, and was willing to finish project until materials were being withheld and situation becoming more unstable