ComplaintsforCarter & Company

• Initial Complaint

  07/19/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Since 2/16/22 I have paid Carter and Company $26000 to enclose my back porch to turn into a game room. Things started off wrong from the beginning. First, they poured a concrete slab, and it was the wrong size. So they got jackhammer and tore it down. While broken up I noticed they used 3-3/8 rebars (have pictures). Should have been at least 5/8. Seeing that I kept a close eye on them. They were not in compliance with city code. While tearing it up they busted my concrete slab where they were not supposed to touch. After they finished busting up concrete, they cleaned everything up and prepared to place forms for new slab. While closing in porch I asked them about city codes numerous times. They say yes. Long story short a license company did not follow codes. Was told all SE Texas Costal contractors should know to build to windstorm spec. At first they were working with me but after I asked about me being in compliance for windstorm ** told me we never discussed windstorm. So the job they built for me is not in compliance and all closed in. Thats when things changed. I showed them big holes in new concrete from rain and he sends ******* over to see and he tell me that he will redo it and then according to ** he tell him it looks great. They didn't know I already had cement guy look at it and he said they put too much water in it. I have long text about that with ** about how all that water got in concrete because I was out there watching them and ******* dumping concrete in forms thin as soup and it splashed and flowed all over my driveway. I was still washing it up next day when ***** drove up and I have him admitting it in text. I asked ** for concrete company name so I can get in touch with there Rep to come out and see what there product was doing and give us a 3rd opinion. ** told me no and get someone else to finish job. I have numerous pictures of the poor quality of work they were doing and texting back and forth. 1 year warranty and don't want to replace

  

  Business response

  07/20/2022

  July 19, 2022
  To whom it may concern,
  During the bidding process, I had multiple conversations with the homeowner regarding obtaining windstorm inspections. I included the cost of windstorm inspections in my original bid. In order to keep the cost within the homeowner’s budget, the homeowner chose to bypass any inspections. In keeping with his wishes to bypass inspections and our commitment to provide safe structures, we would not alter the roof. We did follow code in the process of filling in between the support posts. We did not pour the slab, but we did dig out around the existing slab in order to ensure that we had the proper base for the work being performed and add support beams.
  My first concrete subcontractor did not pour the concrete back as instructed. I had another subcontractor come out to cut out what was done incorrectly and repour this concrete. In the process of cutting out the initial pour, a small chip was made in the homeowner’s driveway. The homeowner refused to allow us to fix it. He, instead, demanded that a section of his driveway be cut out and repoured. This small chip could have easily been repaired. However, we value providing excellent customer service and we agreed to his demand at our own expense.
  During the course of the work, the homeowner did indeed follow every employee and subcontractor that worked at his home. He was belligerent; he screamed at and harassed each of these employees and subcontractors. These people included, but were not limited to, our sheetrock finishers, our carpenters, the electrician, concrete subcontractor and bricklayers.
  After waiting months for the windows to come in, the homeowner refused the windows. The factory did not clean the excess silicone from the glass. He stated that he wanted new windows, and insisted that these were damaged and in need of repair. These windows were not in need of repair, and we cleaned the silicone from the glass. Cleaning is not repairing, and no repairs were warranted. Once the windows were brought back to install, the homeowner refused to allow my carpenters to install these windows. He had found a Youtube video from a person living in a northern climate, and insisted that we should install these windows in the exact same way as this person has installed windows. I then explained to the homeowner that between myself and the Vice President, we have over five decades of experience installing and overseeing the installation of thousands of windows. I explained that different protocols are followed in different areas of the country due to the differences in climate and we rigorously adhere to the protocols of our area.
  Once again, the homeowner refused to allow us to install the windows. Due to the fact that the windows must be installed before the brick, this delayed the installation of the brick. I spoke with the homeowner several more times over the course of the next few days, and offered to add extra layers of sealant during the installation. These extra layers are not necessary for installation, but we were happy to offer this, again, at our own expense.
  The homeowner then began demanding that the previously cut out and poured concrete be torn out and replaced again due to two spots. These spots were ½” and ¾” in diameter, respectively. I once again had my concrete contractor inspect the slab to provide me with information as to what caused this to happen and how to best correct these two spots. I assured the customer that we would take care of the concrete consistent with the guidelines and recommendations of professionals in the concrete industry. The homeowner once again refused.
  At this point, the homeowner began fabricating conversations. These fabrications revolved around purported conversations with the concrete contractor and the Vice President of my company. He had decided that he had changed his mind about windstorm inspections. I reminded the homeowner of our numerous previous conversations regarding his refusal of windstorm inspections for this project and his reason for rejecting them. We were not and would not alter the roof or the structural supports because he chose to forgo these inspections. The homeowner, again, fabricated conversations that he purported to have been held with me.
  The homeowner had also breached their contract by refusing to have the air conditioning ductwork done as we had previously discussed. He had instead hired an, and I quote, “off duty school employee” to install a new air conditioning unit. He then instructed the electrician, who had been hired by my company for our previously agreed upon contracted work, to wire that air conditioning unit and add more outlets. These were not in our contract and were not discussed with me. These additions cost me over $4,000.
  I repeatedly asked to be allowed to finish this project as previously contracted despite this. When he refused, I informed him that we would not come out to install the windows or brick. I explained to the homeowner that he had paid $26,000 towards the job and that I have already done between $30,000 and $31,000 of work. I have not sought reimbursement for the work that we have already done nor the additional expenses incurred. Instead, I chose to part ways with the homeowner in a way that benefits him. He would otherwise owe $16,000 after the completion of the brick work. I explained that we would not send anyone to pick up the windows or brick that I had purchased for his project, and that these materials would, instead, remain on site so that his next contractor could inexpensively complete this project in a timely manner.
  After this conversation, the homeowner then offered to prepay for my company to complete the remaining work. In light of the contract breach, and my belief that his behavior would continue, I refused.
  I feel that I was more than fair monetarily and have been very accommodating to this homeowner. I will not subject another employee or subcontractor to the treatment this homeowner displayed. Nor will I allow him to add further expense to my company with off contract additions and ill advised demands. I stand by my decision to end our work on this project.
  Sincerely,
  **** ******, President of Carter & Company
  Office: ***** ********
  Email: ***************************

  Customer response

  07/20/2022

  
  Complaint: 17575780
  
  I am rejecting this response because: What he is saying is not true.  I had a conversation with him  about getting windstorm certificate last week and he said we never discussed it. Now he is coming up with all this stuff about me rejecting windstorm before job started. That is just not true and a licensed contractor should know better to build everything in SE Texas costal land to windstorm spec. I mentioned to him several times about following codes and they said yes. Now he is making up stuff.   Just like he mentioned about anchoring down wall according to codes with anchor bolts. They placed four anchor bolts on a 40' wall where they were suppose to be every 3'. I submitted picture after we had to remove outer wall and install bolts and clips to code. Also I can see why they go over budget is because almost every job they did for me needed to be redone . Very poor workmanship. I mentioned it to him numerous times about quality of work. Even his bricklayer told me of the sorry job on cement finish. I have plenty of pictures. The only honest one is the AC man. He came over to look at job and was honest and told me what they wanted to do would not work well because of size of AC unit and that a separated unit would be better. He gave a quote of $20000 and I had a licensed AC contractor do job for $6500 with a better brand ******* unit. What a markup. I have text with them about this and they said they would deduct the job he didn't do off total. Now I wish I would have done more texting and less talking over phone. Also I am glad I did not let them install windows because then I would  have had to take them out and do correct to code. Also not on paper but we discussed before job started was about electrician adding another electrical box if needed and ** said it should not be over $500. Also I did not mention about when electrician was running electrical wire thru attic and I noticed he drilled thru main supply wire cable that they had to replace. What if I had not been looking?  When I told them about it they gave humorous response such as I would not have been in attic while they were drilling or that you would have found out sooner or later if something shorted out. Original complaint I mentioned they used 3- 3/8" rebar in brickledge . I was wrong. Looking back thru past text they only used 2 - 3/8" rebar. The concrete sidewalk is only about 4 months old. and when a big rain came it washed holes in concrete. There is more than the 2 holes he is talking about. They have gotten bigger since he seen them and more smaller ones has appeared since rain. Concrete is not suppose to wash away after a hard rain. You can look close at pictures and everywhere their is a tint a hole appear soon after. I have a long text with them about what happened when they were pouring. If the concrete company is at fault with their product the whole job is at fault because they used all the same material or his contractor forgetting to dump water out of bucket and when they dumped concrete most of the cement washed away and left sand and gravel. Concrete tensile strength is of concern. My original sidewalk was not damaged before job was started and they showed me where they were to cut and would not damage beyond that point. There were way to many screw ups on this job and they kept saying to wait until it was completed. They breached contract and I am embarrassed to show work that they done .  Sheetrock guy did a good job but he was told to do around window ledge and they normally don't until after windows were installed..He did what he was told to do. Ask him if I harassed him as they stated in their response.

  

  Business response

  07/27/2022

  We have no other comments for this customers responses. We stand by our original statement. Kind Regards, **** ********

  Customer response

  08/01/2022

  
  Complaint: 17575780
  
  I am rejecting this response because: the work they done is not satisfactory . Most of the work they done had to be redone because it was not done correctly. Everytime it rains more holes come thru concrete sidewalk and the carport was not built to code. I mentioned several times about being built to code and they said yes. They are lying about discussing with me about not building to windstorm specs before work began because of cost. A licensed contractor should know he have to build to windstorm specs in Southeast Texas costal land. Things changed when I asked ** about a windstorm certificated and he told me that we never discussed it and now he say because of cost I rejected it. Not true. Windstorm brackets would not have cost over $150 in brackets if I would have went and bought them from Home Depot. Just like they wanted $20000 to do AC work and I had it done for $6500. They breached contract because it would cost them money to repair correctly. ** told me once that I ate into his profit because they had to redo the concrete brick ledge slab because they poured it incorrectly and had to bust it up and redo it. When it was torn up contractor used 2- 3/8 " rebar and I have pictures. Long way from City Code and I have proof with pictures. It was their fault because they had no one overlooking job to see if they was doing it correctly. When the windows showed up they were sloppy with silicone all over them and vinyl seal was not installed correctly and I rejected them. Whoever they had clean them up scratched the windows scrapping silicone off and I have pictures to show. Before job started ** told me that they would not damage my original sidewalk because they did not have to go that far. But because of their fault they damaged it. I asked ** about a warranty before job started and he wrote on contract that I will have a 1 year warranty on labor and product manufactory warranty.  I do not have anything on windows or anything else. I have text with ** asking for concrete company name so they can send rep to check on their product to see why it is failing and a 3rd opinion but he declined. He send the guy that poured it and he say it is because of mud. I don't care what the cause is because it is not my fault . I just wanted the job done correctly. It has only been 4 months. Their contractor screwed up period. I have a lot of pictures and text between us that I would like a 3rd person opinion before I proceed.

  Customer response

  08/16/2022

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .17575780, , and find that arbitration is necessary.

  Sincerely,

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

  

  Business response

  08/27/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .17575780, , and find that arbitration is necessary.

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