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:06/27/2025

  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.

  Failure to complete full kitchen remodel (prepaid in 2024) in a timely fashion. The contract was signed Summer of 2024 with an initial start date of 10/18/2024. Various interruptions, including holidays, pushed the start date to Jan 2025. Actual demolition began 2/24/25. Workers have been present 10 days total and 6 weeks have passed without work. The project manager returns neither calls or texts and ignores emails. How should I proceed? Attached are photo of our current kitchen

• Initial Complaint

  Date:01/07/2025

  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.

  My project has been running for six and a half years. We have been more than patient. I am finally filing a BBB complaint because nobody at Michael **** has been responding to me anymore, my past three requested meetings have been no-shows, and I am owed over $1,300 since early September but they will not reimburse me as was promised. 68 items need to be resolved before my project is complete.

  Customer Answer

  Date: 01/26/2025

  Attached is my original contract and a demand letter sent years ago for completing the project.

  Customer Answer

  Date: 04/20/2025

  Since I filed this complaint, Michael **** has provided me with a remediation plan that, if followed, I find acceptable. I can withdraw this complaint and will refile if they fail to make good on their plan.
  

  
  

• Initial Complaint

  Date:10/06/2024

  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.

  On May 31, 2024 I signed a contract with Michael **** (**) to fully complete remodeling of 2 and half bathrooms including adding shower to the half bath. Also to fully complete and finish a small basement and laundry room. When contract was being signed the president of ** ***** Nazmian verbally promised me that if I pay the full amount of contract (50k) upfront MN will start the project immediately and finish the entire project in ***** weeks. Here we are more than 4 months (16 weeks) into this project nothing has been completed other than total destruction and disarray in the basement and laundry room . Big holes on the laundry room from plumbing still havent been filled. MN still have pile of construction trash inside and out side the house for months.. ** sends one worker once a week on Saturday for a few hours. Sometimes this worker who doesnt speak English and he doesnt even know what needs to be done with my project. There is absolutely no project supervision. Just One Worker once a week with hardly any building material to do what needs to be done. I have been trying to communicate with MN president ***** and other employees via text messages, phone calls, I get absolutely no response. Basically MN failed to comply with the term of its contract to finish my project in a timely manner. Also MN failed to communicate with the customer to address the issues. MN left me with one option to file this complaint with BBB. I hope BBB can resolve my issue with MN because winter is fast approaching my house is exposed to the outside elements. I just want my project to be done immediately before winter.

  Customer Answer

  Date: 10/16/2024

  Please be advised that at this time the matter has been resolved with Michael Nash. No further action required. Also no need to publicly post the complaint at this time. That you BBB for your prompt response. 
  

  Hamid shakib 

• Initial Complaint

  Date:07/03/2024

  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.

  In 2019 we contracted with Michael **** to build an addition to our rambler. Despite being told by Michael **** that the project would be completed well within a year, the project remains unfinished. After nearly *five years* of waiting and with no end in sight. we ask that you please help us get the addition we were promised. Thank you.

  

  Business Response

  Date: 08/08/2024

  Hello,
  We are in receipt of complaint ID# ********-*******************
  We sincerely apologize our customer ************************ has experienced delays on completion of the punch list. 
  According to our records this project has been generally completed and passed final inspection.
  We are working on the punch list and will update you once its completed.

  Customer Answer

  Date: 08/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21936561
  
  I am rejecting this response because: the response is missing firm deadlines for all outstanding items. Also omitted are action items if the deadlines are missed.
  
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 02/10/2025

  Hello,
  We are currently working on the punch list for this project, depending on the availability of our punch list crew. We will provide you with an update on the status by this Friday.
  Best regards,

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

• Initial Complaint

  Date:06/07/2024

  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.

  Date of Contract: Aug 13, 2022 Amount of Money Paid: $47,233, Remaining to Paid: Aprox $3900 Business Committed to Provide: Master Bathroom Redo: Vanity, fixtures, Shower Enclosure, Custom Counters, install, etc (Details in attached Contract)Nature Of Dispute: is the timely completion of the project started on site in Oct 2023 (Aproximately 7 Months to date)Whether the business has tried to resolve problem: ******** promises, schedules which have not been met. Very little commitment to completion at this point: 4 weeks of no work on this project (March and End of May), and mostly part time during the rest of the time. Sales Order #: *****

  

  Business Response

  Date: 07/12/2024

  Hello,

  This is to let you know this project is finished and the county final has been pass, Please see attached file. 

  Thank you. 

  Customer Answer

  Date: 07/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21817473
  
  I am rejecting this response because:

  Although the bathroom passed electric and plumbing inspections there are least 3 tasks that require doing before we consider the bathroom completed.

  1. Marble baseboard requires installation addressed in the contract.

  2. Drywall repairs and painting needs to be done around mirror wall. Pocket door and trim are not painted at all. 

  Additionally spackling and caulking on hall wall needs to be done. 

  3. Toilet handle noted in the contract needs to be put on. 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/16/2024

  I wish to withdraw this complaint. The Contractor completed the project although they took a very long time to do so. 

• Initial Complaint

  Date:05/01/2024

  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.

  We made a 50% down payment to Michael **** in Spring 2021 for a bathroom/bedroom/laundry room addition, a gas line to an existing fireplace, and a fireplace and built-ins in the basement. According to our contract, our project should have been completed in April 2022. It is now May 2024, and ** is still less than halfway done. They do not show up to the job site, and when they do, it is for only a few hours a week (a total of 6 hours last week). They repeatedly refuse to show proof of purchase of items or deliver materials; workers are hamstrung as a result. We met with the *** 3 times, and each time we are met with false promises and limited resolution to the project. They have placed us and our home at risk through their negligence:1.In summer 2023, MN took down a chimney without realizing they had taken out the ventilation system for our gas heater. The ** alarm went off, and we were forced to do an immediate re-structuring of our ventilation system through a different HVAC provider; Michael **** said they would not be able to fix it for 2 weeks, leaving us without heat or hot water. We ended up paying an additional $14,000 and risking ** poisoning due to their negligence.2.MN left us without a roof over our garage for 6 months last year. During a ***********************, the garage became inundated with water. Black mold grew on an entire wall. The damage still has not been fixed.3.Michael **** disconnected the power to our bedroom and garage door opener and then did nothing more for a year.They lie repeatedly about when they will finish the job. We request schedules in writing, but they are a joke. We request they finish the job by June 1. We expect workers to be here every day all day until the entire job (addition and basement) is done. We expect all drywall to be completed by May 3, all tile and flooring materials to be delivered next week, and all cabinetry, fireplaces, vanities, and fixtures to be installed by completion date.

  

  Business Response

  Date: 05/30/2024

  Michael **** has investigated this complaint and communicated with the homeowner concerning these allegations.  Michael **** is working at the project four to five days a week for four to eight hours a day, meeting with the homeowner once to twice a week, providing them with schedule updates and discussing any delays. Concerning the allegation over ** intrusion, the Company discussed the flue line from the basement furnace and hot water heater which were situated in the chimney.  *********** provided an estimate and the homeowner asked a separate contractor to perform that work.  (*********** asked the homeowner disconnect flue pipes prior to chimney deconstruction, and was not provided information last year that the homeowner had an issue with ** intrusion.) Concerning the roof, its removal and installation of trusses occurred within a week while the house was covered per industry standards during that time a thunderstorm occurred, and while one corner of the roof experienced a small leak wetting a small portion of drywall above the doorway to the house entrance, the Company is not aware of any damage as a result.  *********** anticipates that work on this Project will be completed soon and the homeowner has been apprised of the anticipated schedule for the work. 

  

  Business Response

  Date: 05/30/2024

  Michael **** has investigated this complaint and communicated with the homeowner concerning these allegations.  Michael **** is working at the project four to five days a week for four to eight hours a day, meeting with the homeowner once to twice a week, providing them with schedule updates and discussing any delays. Concerning the allegation over ** intrusion, the Company discussed the flue line from the basement furnace and hot water heater which were situated in the chimney.  *********** provided an estimate and the homeowner asked a separate contractor to perform that work.  (*********** asked the homeowner disconnect flue pipes prior to chimney deconstruction, and was not provided information last year that the homeowner had an issue with ** intrusion.) Concerning the roof, its removal and installation of trusses occurred within a week while the house was covered per industry standards during that time a thunderstorm occurred, and while one corner of the roof experienced a small leak wetting a small portion of drywall above the doorway to the house entrance, the Company is not aware of any damage as a result.  *********** anticipates that work on this Project will be completed soon and the homeowner has been apprised of the anticipated schedule for the work. 

• Initial Complaint

  Date:04/21/2024

  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 demand repayment from Michael **** of $125,000, representing a partial repayment of the total $170,000 pre-payment made over two and a half years ago. We seek a full refund for the kitchen remodel and request Michael **** cease any work on the kitchen due to our lack of confidence in their ability to perform as agreed.Background: In August and September 2021, we signed an agreement with Michael **** for a full bathroom, master bathroom, and kitchen renovation. Per the agreement, work was to commence within 9 months of written approval of specifications and completed within 18 months of on-site work. It has been over 31 months since written approval and over 19 months since work began on the first project!Issues:1. Full bathroom project commenced September 14, 2022, taking over six months to complete, beyond the estimated 8-10 weeks. The completed bathroom did not meet our original specifications due to the failure to account for local code ordinances.2. Master Bath renovation began in September 2023, well beyond the agreed ***** week estimate. Multiple issues have arisen, including incorrect installations and failure to adhere to specifications.3. The Kitchen renovation has not commenced, despite it being over 31 months since we approved the specifications.Communication: Despite multiple attempts to raise concerns, including calls and messages to project managers and the customer service line, there has been little communication or action from Michael ****.Recent Issue: The final straw occurred when, after weeks of no progress, Michael **** delivered the bathtub for the Master Bath, leaving it uninstalled in the middle of our bedroom floor for nearly a month, obstructing pathways and creating a fire hazard. When finally installed on April 11th, it was not centered on the wall as per the drawings.Demand for Repayment: Due to these breaches, we demand repayment of $125,000, representing the value of the kitchen remodel and unfinished master bathroom.

  Customer Answer

  Date: 05/08/2024

  Attached to this complaint update, you will find the second notice letter sent to **** Custom Kitchens, **** (d/b/a Michael **** Design Build & Homes) on May 6, 2024. In my first letter, dated April 22, 2024, I gave a detailed reasonable demand of what needed to be done to resolve the matter, along with a deadline of April 26, 2024 to respond to the letter. That deadline has passed, and I haven't received any written plans of project timeline to complete the current master bathroom project, nor been given a specific date of when I should expect repayment for unfinished work that is in breach of contract for my kitchen.

  

  Business Response

  Date: 05/30/2024

  While we do not agree with all of the customers assertions in this complaint, we have been in contact with the customer to address these issues over the past several weeks.  We are diligently working in an effort to address the customers concerns, and believe that we have reached an agreement in principle that address both Michael Nashs position on these issues as well as the customers.  

  Customer Answer

  Date: 06/10/2024

  I would like the BBB to mark my complaint of Michael **** Design, Build & Homes as "resolved." The owner and I have come to a legally binding resolution. Please confirm the complaint will be removed from the BBB website. Thank you.

• Initial Complaint

  Date:04/13/2024

  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 with Michael Nash Design, Build & Homes to renovate our kitchen and fireplace in July 2021. The kitchen renovation started in July 2022. The fireplace reno started in January 2023. The fireplace reno was a redesign of the hearth and the installation of a new gas fireplace. The fireplace project reached substantial completion in approx March or April 2023.At this time, we realized that two important aesthetic elements were missing from the gas fireplace insert: the wrong logs were installed and the glass coals were missing. We immediately alerted Michael ****, who they said they would order them.By fall 2023, we were told that they had received the logs into their warehouse. At this time, we also realized that the fireplace no longer turned on. We informed Michael **** of the situation. In late fall, they sent someone out to figure out why it was broken, but did not bring the logs or coals. They said they ordered the part to fix the fireplace. We were told it arrived in their warehouse shortly thereafter. It is now April 13, 2024 and our fireplace still doesnt work and the logs and coals have not been installed. I call Michael **** most daily and usually multiple times a day. Frequently, I receive full inboxes. Multiple times, I have been told that someone would come to fix the fireplace and no one shows up.I have told Michael **** that I would work directly with the fireplace retailer, Bromwells, to get the fireplace fixed. ********* said they needed a copy of the permit and inspection to proceed. I asked Michael **** for this paperwork back in February so I could move forward on my own and they have refused to provide it.I feel like they are holding me hostage and I have no way to get my fireplace fixed. They do not respond with any consistency to phone calls, text message or emails. They do not come when they say they will come. If I do not call them multiple times a day, they simply do not respond at all.

  Customer Answer

  Date: 04/20/2024

  To whom it may concern:
  I would like to retract the complaint that I filed against Michael ****. I am currently working with the *** of the company, and they have committed to resolving our issues, and I would rather work it directly with them than to get you involved. I understand that I have the right to file a complaint with you all if they do not live up to their obligations, but I would prefer to work with them first.
  
  
  Thank you,
  ********

• Initial Complaint

  Date:04/07/2024

  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 contracted with Michael **** Design *********************************************** (MNDBH) to: 1. Convert an existing three car garage into a new in-law suite which would include a Bedroom; Full bathroom; Kitchenette, Living Room; and a Closet. 2. Build out a New Carport with a balcony above on the driveway to the garage. All this was to be done in the MNDBH's classic package, the ultimate in luxury . Work was to begin on January 8th and be completed by 3 to 4 months. The contract was signed on November 29, 2023. At the we paid in advance the total cost of the Project of $150,000. I was told that a Mr. **** would be the construction manager. **** showed up around January 9 and after going over the preliminaries , was very vague on when the work would begin.Since January 8th, work on the garage conversion and carport project has been marginal. To-date, the garage doors have been removed and the garage walls inside have been framed. This is the extent of the work! **** hardly returns my calls or messages and is always extending the dates when work can begin in *******.I had an appointment with ***** (the CEO) to discuss the pace of the project on April 5, 2024 and was stood up. We were expecting the project to be completed by 2 months and now 3 months have elapsed with hardly any work done. On checking with ************** the various permits required for the Project have yet to be approved and are awaiting responses by MNDBH.I kept my part of the contract by paying in full upfront for the Project and work has hardly progressed in 3 months. Now we do not even have use of the garage and the driveway is littered with the garage doors and debris. Me and my wife have had three extremely frustrating months witnessing hardly any work on the Project and total evasion. We are out of $150,000 with nothing substantial to show for it. We want Michael **** Design *********************************************** (MNDBH) to get going and obtain the permits and complete the Project by the stipulated time in the contract.

  

  Business Response

  Date: 04/30/2024

  Hello,

  We are in receipt of customer's complaint. 

  We have been in touch with our customer Mr. ****** and provided them with new milestone schedule and new completion date.

  As per our discussion with  Mr. ****** we have been experiencing shortage of skilled labors, and we are taking every measure to make sure to get their project completed as soon as possible.

  We will update you as we get closer to completion. 

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

  General Manager 

   

   

  Customer Answer

  Date: 05/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21543397
  
  I am rejecting this response because: I do not see or experience much effort being made to complete the Project.  One or 2 work people show up once or twice a week for 3-4 hours.  At this pace the original, at most 4 month, project will drag on and on. 

  Michael **************** did talk to me and provide a revised schedule which proposed completion by end of July instead of the original April 15th date and even promised that the majority of the work would be done by June15. I do not see much progress on that front.  I have to call ****, the Project Manager almost every day and usually get an evasive answer.

  I contracted in good faith with the expectation that the Project would be done in 2 to 4 months.  The project was to commence on January 15, 2024.  I gave all the money in advance. There was no mention or even a hint of crew shortages at the time.

  A week ago I received a general letter from Sunny Nazaraian, the CEO of Michael ************ stating that due to shortage of personnel over last year all projects had been delayed.  This explanation is totally unacceptable because my project began this year and Michael **** should have been upfront at the start about the personnel shortages instead of committing to a 2 - 4 month  completion date and accepting all the money in advance.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/24/2024

  Hello,

  Michael **** takes the concerns stated by the customer very seriously. While the work has progressed slower than hoped for, Michael **** will continue the progress with the project.  We will maintain communication with the customer in an effort to keep them apprised of the work as it progresses, in an effort to complete it with high standards as soon as we are able. We do apologies for any inconvenience it may caused. 

  

  Business Response

  Date: 02/27/2025

  Dear BBB,

  Please see attached letter from our customer regarding their complaint.

  Please let us know if you need else.

  Thank you. 

• Initial Complaint

  Date:03/15/2024

  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.

  We hired Michael **** to complete our master bathroom and kitchen in 2021, to start September 2021. The bathroom was started April 2022, only after persistence on our part. M.N. had promised to work on our project three days a week each week till the completion of the bathroom. After numerous phone calls, texting, the bathroom was completed... 8 months later. To appease us, M.N. promised to re-grout and polish our foyer, which we agreed and signed a contract. The next issue was the kitchen. We almost pulled out of the contract, but M.N. promised to complete our kitchen in ********************************************* 12 weeks, which would have been January 2023, M.N. would pay a penalty of $50 a day till the job was completed, a contract was signed. The kitchen was started November 2022, and it was not completed until August 2023 (9 months later), only after we had called M.N. on a daily basis, pleading with them to complete our kitchen, even, holding the penalty over their heads as an incentive.Regarding the penalties we called M.N. multiple times, without any response. This occurred over months. Only after writing a formal letter late January 2024, did anything happen. M.N. promised to take care of the foyer and to cut us a check for the penalty.Regarding the foyer, M.N. regrouted the foyer end of February 2024, but did not polish it as promised. In the end, we hired an outside company to finish what M.N. had started. We informed M.N. of this cost without a response. Regarding the penalty check for the kitchen, M.N. verbally stated they would cut us a check, but this was almost 1 month ago. Despite numerous phone calls, texting, nothing has happened. Michael **** has stated many times how valuable a customer we are, as we had M.N. put in our foyer almost 30 years ago, and out of respect for them, we have put off contacting the BBB and our attorneys, but we have no other recourse than to make formal complaint.

  

  Business Response

  Date: 04/13/2024

  We are in process to work with the customer to resolve this.

  We will update you. 

  Thank you. 

  

  Business Response

  Date: 11/05/2024

  Hello,
  We are in receipt of Complaint ID ********.
  We have been in communication with our customer, and the project is completed in Mrs. ************ complete satisfaction.
  Attached is the customer email requesting withdrawn of the complaint.
  Thank you. 

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

  CEO/President