Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  4/30/22 Sign with Nash for home remodel; Start date of Nov-22 8/15/22 Master Bathroom work order & specs finalized; Agreement states that work shall begin no more than 9 months from customer written approval; This work has not yet begun 5/8/23 Work begins on Hall Bathroom. 2 days/wk for about 4 hrs/day 5/26/23 Negligence by Nash employee causes damage to home. Repairs take 13 days. Nash exec describes his employee as careless 7/3/23 Negligence by a 2nd Nash employee causes more damage to home. Repairs take 5 days 7/14/23 2nd request is made for Nash to return 1/3 of project cost to me, to be repaid upon completion 7/26/23 Nash CEO offers resolution: 25% of remaining project cost to be refunded until job is completed to my satisfaction 7/27/23 Draft agreement is received from Nash attorney (***); Agreement is a bait & switch: it does not contain the terms of the CEO’s offer. I inform *** of the terms of the CEO’s good faith proposal and request modification 7/31/23 Revised draft agreement from *** is received: it does not contain the agreed-to terms. I inform *** of the terms of the CEO’s good faith proposal and request modification 8/3/23 Nash CEO reiterates the terms he proposed on 7/26: “25% of remaining balance will be refunded and repaid when the job is complete.” I asked why *** continues to send drafts that don’t reflect those terms. The CEO replied, “I haven’t read the agreements or the emails.” CEO offers a full refund of remaining balance ($77,500), without penalty or restocking fee. This is acceptable 8/8/23 *** states he will draft a termination/release agreement to refund $77,500 No draft agreement has been received. Nash has had $102,500 of my money since Apr-22. They’ve done $25,000 (max) of work, acted negligently and dishonestly, and broken one contractual obligation after another. Two bait-and-switch agreements—CEO promises one thing and draft proposal says something different—indicates that Nash is not engaged in good faith business dealings.

  Customer Answer

  Date: 09/25/2023

  Please consider this matter resolved.

  Customer Answer

  Date: 09/27/2023

  Date Sent: 9/25/2023 2:08:03 PM
  Please consider this matter resolved.

• Initial Complaint

  Date:08/03/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  We signed the contract for remodeling our kitchen and family room with Michael Nash in August 2021. The project was supposed to begin in March 2022, but was delayed repeatedly, and did not begin until December 2022. Michael Nash told us the project would take 10-12 weeks total, meaning it would be completed by March 2023. It is now August 2023, and the kitchen remodel still has outstanding items that need completion and the family room remodel was just recently started. During this entire process, we are lucky if someone shows up to work a couple of hours a day, once or twice a week. We had to threaten to sue for breach of contract before we saw any serious movement on the kitchen, but then we were back to once or twice a week (sometimes not at all), and the project has dragged on. Six weeks ago, we were told the project would be entirely complete in 2 weeks. Three weeks ago, we were told it would be entirely complete in a week. We have absolutely begged them to finish the work. The outstanding items in the kitchen include panels for the dishwasher, which is currently not usable; replacement of the poor quality butcher block countertop on the island; correcting a poorly executed fill-in above the microwave; a mismatched seam in the wallpaper; a discolored cabinet door; missing cabinet doors, etc. The only work done in the family room is some demolition and new tile on the fireplace. In total, if Michael Nash would send workers everyday for a week, and obtain the missing doors/panels, this project could be finished. This is very stressful and frustrating; we are now in month 8 of a 3-month remodel. We have made timely payments, and we just want the project to be fully completed in a timely fashion. We let them know, at the beginning of this week, that if the project wasn't finished by the end of the week, we would be filing a complaint with the BBB. The project is not complete, and the remaining items will not be completed by the end of this week. Help

  Customer Answer

  Date: 08/12/2023

  Good afternoon.  The contractor has been working to resolve all issues and complete the job.  Therefore, I withdraw the complaint, as we work toward final completion.  Thank you!

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We signed the renovation services contract (full renovation of two bathrooms, one-half bath, partial renovation of the master bath, full renovation of the kitchen, floor staining in the main level, stairs stain and pickets replacement, and three doors replacement) with Michael Nash Interiors on November 29, 2021, and paid in full advance. Per our discussion and agreement, the project was supposed to start in March 2022 and the total duration of the project was 5 months per our agreement. We requested to replace the sliding doors first due to weather issues, which to this day never happened as they ordered the wrong doors two times and still waiting for the doors. They never started till June 2022 with the renovation of the first bathroom which took over 6 months to complete the renovation and we still have outstanding issues. Kitchen renovation started in October 2022 and we finally got the functional kitchen done in March 2023 with still cabinets missing and a few of the new cabinets are now broken. The floor stain was completed and the stairs are yet to be fully done. The 2nd bathroom renovation started in June 2023 and we were promised this will be done in July they gutted the bathroom and this project is still going on the team hasn't shown up on a regular basis so we don't think this bathroom will be done anytime soon like other projects. At this point, we have had multiple meetings with ***** ******** and his nephew ****** plus other members of their team. Every time we meet with Sonny he has made promise that the project will be done the team will be here on a regular basis and ****** will be meeting with us every Friday. We gave them the deadline to finish the project by May 2023 which never happened as they came up with a new timeline and promised that everything will done by this timeline. So far all we have received false promises they have taken the money and never delivered the services they were supposed to deliver and poor quality work.

  Customer Answer

  Date: 07/18/2023

  From: *************************** <************************>
  Date: Mon, Jul 17, 2023 at 4:28 PM
  Subject: Re: Complaint against Michael Nash/********
  To: *********************** <*************@mybbb.org>
  
  The issue has been resolved as of now based on the steps taken by Michael Nash. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/28/2023

  Type:Order 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 am writing to file a complaint against Michael Nash for failure to provide services as agreed upon in a contract and failure to issue a refund. On 7/27/2021, I signed a contract with Michael Nash to renovate my master bathroom and powder room. I paid the requested amounts at each interval as per the terms of the contract for the renovation of my bathroom and additionally paid for upgraded materials. Our start dates were pushed back six times for over 18 months with excuse after excuse provided ranging from illness to lack of staff. Over this time period, it became more and more difficult to reach them and to receive any clear communications about the start date and the timeline of the job. Needless to say, we lost faith in the company and were no longer comfortable with allowing them to do our job. We wrote an email requesting to cancel our contract on 10/01/2022. We did not receive any response until 10/26/2022 and were told that our request was being "forwarded to our board to review". After repeatedly pressing for a date, we were told that we would receive a reply in December 2022 via letter. No such letter arrived. We reached out to Michael Nash again on 12/14/23. I was again assured that we would receive a reponse to our request soon. As of the end of March 2023, the contractor has not responded to any of my requests for updates. Their unfair business practices have caused us significant inconvenience and stress. Unfortunately, because of the signficant sum of money we have given to them, we have been unable to start our project with another contractor. I am requesting help from the BBB to help us get a full refund of the ENTIRE amount paid to Michael Nash to date for materials and services. .
  
  CONTRACT NO:80225 INITIAL RETAINER SIGNED ON: 05/20/2019 $36,300 Deposit paid FINAL CONTRACT SIGNED ON: 07/27/2021 $5000 1rst Payment Milestone paid $8000 Marble Upcharge paid $5000 2nd Payment Milestone paid Work was to start 11/2021 Date was pushed back by Michael Nash to 01/2022 Work was pushed back by Michael Nash to 02/2022 Work was pushed back by Michael Nash to 05/2022 Work was again pushed back by Michael Nash to first week of 10/2022 Work was again pushed back by Michael Nash to last week of 10/2022 At this point I requested a full refund from Michael Nash Multiple email and telephone communications remain unanswered No response to our requests for cancellation of contract and full refund as of 03/36/2023 Our master bathroom has a major leak in the shower(leaks into the kitchen) which necessitated the remodel and we have been unable to use it since 2019.

  Business Response

  Date: 07/06/2023

  June 9, 2023 
  

  Dear *** ******: 
  

  I have received, and thank you for, your June 1, 2023 
  correspondence, regarding the apparent March 28, 2023 complaint filed by one of Michael Nash's customers, referenced by number above. 
  

  Despite the fact that Michael Nash has not deviated from contract performance fully within the four corners of the contract signed with these customers, as a matter of customer service and satisfaction, I agreed to visit these customers' refund request to the Michael Nash Board. In so doing, I have encountered various kind of resistance, to issuance of any refund, much less one containing a waiver of Cancelation, design and restocking fees (“Cancelation Fee" in the amount of fifteen percent (15%) of the Contract Price plus 25% of cost of materials ordered). The customers' insistence on no less than a "full refund" has caused this process of seeking that authorization to be lengthier than it might have been, particularly so in as much as Michael Nash is under no current legal obligation to cancel these customers' project, or refund all or a portion of their amounts paid. I am pleased to report, however, that I have since secured that authority, also to include a full waiver of design and restocking fees otherwise owing by the customers under the contract, conditioned upon the customers' agreement to execute a written release, in exchange for the said refund. In the event the customers are able to agree to the terms of that release, we will be in a position to issue a full refund. 
  Please feel free to contact me at (703) 641-9800, if you have any questions or discussion regarding the resolution of this Complaint. 
  yours. 
  

  Very truly yours, 
  ****** ********, President and CEO 

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We signed a contract to remodel our kitchen and master bathroom on 28 August 2021 and made the mistake of paying upfront to get a small discount. Michael Nash (MN) told us the project should start in February 2022. As time went on, they told us they would start in March 2022. In mid-March, they contacted us to visit the property and we assumed they were getting ready to start. The person who visited then informed us that they planned to start in mid June. We told them this was unacceptable and that time was critical as we needed to sell the house and move away to take care of my wife's aging parents. They ended up starting the work on 12 May. The kitchen was supposed to take 10-12 weeks and the bathroom was supposed to take 6-8 weeks. We begged and pleaded with them throughout this time period to complete the project as quickly as possible. We were told to expect completion by late August, then end of September, then end of October. As of today, 13 November, we are now in the 27th week since the project started and there is still much to be done. We have moved to take are of my wife's parents and are now paying for two homes while we wait for MN to finish -- always being promised that it will be finished soon yet they send only 1-2 people to work for a couple of days per week. This is completely unacceptable and has created significant financial and emotional hardships in our lives. We expect MN to complete the work and refund us $30,000 for the financial costs that these delays have created for us.

  Business Response

  Date: 07/06/2023

  June 9, 2023 
  Dear *** ******: 
  

  I have received, and thank you for, your June 1, 2023 correspondence, regarding the apparent November 13, 2022 complaint filed by one of Michael Nash's customers, referenced by number above. 
  

  In the intervening period since the initial communication to your office, we have been in communication with both of these customers, and as of February 17, 2023, these customers' project was substantially completed, and by consent agreement, all financial matters with the said customers were resolved and customer agreed to withdrawn the complaint. 
  

  Please feel free to contact me at (**** ********, if you have any questions or discussion regarding the resolution of this Complaint. 
  

  Very truly yours, 
  ***** ********, President and CEO 
  

  
  

  Customer Answer

  Date: 07/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************