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:08/18/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 entered into a contract with **** ********* to build a home addition. The project was largely completed in February 2025. He has still not finished the bedroom window as well as the gate/fence next to the addition. Further, we had a water issue in our new roof during the recent heavy rains. He has not had a painter come over to paint the ceiling which has water stains. I have been trying to get **** to finish the project for several months. I communicate with him by text as that is the most effective way to get his attention. He has either ignored my messages or provides an excuse as to why he is unable to complete the job. I just want him to finish our home addition project.

  Business Response

  Date: 08/29/2025

  BBB Case #******** Summary Response
  On Site Construct Management LLC
  ***************************************************************************
  ************
  
  
  I respectfully submit this response to the complaint filed by Ms. ****** ********. The project in question was substantially completed in February 2025, and I have continued to address items in good faith. The bay window was provided as a no-cost improvement, purchased as-is from the Habitat for Humanity ReStore. One handle was missing, which I disclosed; nevertheless,I ordered a replacement as a courtesy. When the part arrived incorrectly sized,I immediately informed the customer and committed to reordering.
  With regard to the reported roof and ceiling repair, my roofer conducted a site visit and repaired a piece of flashing not related to the reported damage. Upon further inspection, he confirmed the damaged area was not part of his original scope or connected to the addition. I also sent employees at my expense to address ceiling work, even though it was outside our warranty. The gate was removed and reinstalled properly at project completion,and only later required a very minor latch adjustment (less than 1/16 inch) likely influenced by seasonal settling or outside landscaping work. In accordance with our signed warranty, the existing gate is not covered as a warranty item, though I still provided multiple service calls in good faith.
  Finally, the suggestion that I abandoned this project is unfounded. I worked on this project for over 16 months and have been in business for 20 years without a single BBB complaint. Before acceptance of my proposal for services, the customer contacted at least five references all of whom confirmed my high level of professionalism and commitment to craftsmanship. During this project, on more than one occasion, I agreed to perform several items outside or beyond the specified contract allowances (such as Christmas lights, garage panel, crawl space access, sod, motion light,walk-in closets, additional bathroom trim tile, attic base trim, built-in closet shelving, and re-installation of shutters). All of these were provided with additional labor and materials at no cost to the customer.
  This reflects my level of customer service, demonstrating good faith, extra effort, and a commitment to customer satisfaction. The additional labor and material I provided exceeded my contingency/allowance budget by more than $10,800.
  I generally respond within 2448 hours to communications (excluding weekends) and explained that a July phone upgrade caused issues retrieving group texts. Additionally, a family incident required me to temporarily scale back secondary project-related obligations. It is unfair to characterize two or three missed messages as abandonment of a project I diligently worked on for over 16 months. I remain committed to making the required adjustments to the fence and completing the purchase and installation of the window handle as a professional courtesy, not a contractual obligation consistent with my longstanding record of professionalism and customer service.
  
  Sincerely,
  **** *********
  Owner
  On Site Construct Management LLC

  Customer Answer

  Date: 09/01/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** ********
  
  
  
  

  Customer Answer

  Date: 09/29/2025

  Dear Richmond BBB,
  
   
  
  I had submitted a concern several weeks ago. The builder replied. We withdrew the concern as we were informed by the builder he would address the issues. Its been a month since then and I have been reaching out to him to no avail. I am writing to see if the BBB may be able to assist us in getting a response.
  
   
  
  Thank you,
  
  Geetha