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:03/15/2025

  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.

  I signed the contract with this company on July 23rd 2024 with the contract and December 31st 2024. Here it is the middle of March and they have yet to complete the job and what they have done looks terrible and has to be redone if they want payment. I can't believe that this company is licensed and bonded. Brent the owner was really nice when he took my check but then after I complained about the fascia he has totally ghosted me and has his subordinates contact me. Not very professional for the owner of a company! I see them once about every 2 months they come and do something that looks terrible so I have to tell them it's not satisfactory and then I get attitude. I've never seen such incompetence in my life. They must think I just fell off the turnip truck, and now they are sending me invoices for payment saying that the jobs completed when it is not completed!!! They have a copy from my insurance company knowing what needs to be repaired but they just think I'm going to pay them without completing the job and truthfully I'm going to have to hire another contractor to fix it right because its obvious by now that they just dont know what they are doing. They lie to me, like telling me they replaced the fascia without taking down the gutter when I have everything on camera, so I thought it would try this first before I take them to court. I really feel sorry for the guys that have to work for Brent because they try. I'm sure he treats his employees just like he does his customers though. His lack of professionalism is astounding to me. When a customer complains you don't turn your back on them and then send them an invoice. Finish the job or refund my money! Shouldn't take almost a year to put up a gutter.

  

  Business Response

  Date: 04/14/2025

  We have reviewed the complaint and photos submitted by the customer. As to the complaint that says the work looks terrible, in the last communication with the project manager, the customer told him that the work was completed and he thanked our project manager for taking care of everything. We did not hear anything else from him until several weeks later once we sent the invoice, then we got this complaint. The customer was under the impression that we were supposed to insulate the entire attic, not just the back as is shown in the photo, and that we were supposed to replace the gutter in the front. Our project manager spoke with the insurance adjuster who confirmed that was not correct and the 28 SF of insulation we replaced was all they paid for as well as the front gutter was not supposed to be replaced, only the gutter on the back which we did replace. The adjuster said she would be happy to explain that to the customer if he called her, which our project manager advised him to do.  Also, several of the photos that are attached are from before we completed the work. We can agree that there is a gap in the spotlight, which we can easily fix. The customer has been rude several times since the beginning. Before the job even began, he threatened to not pay us. He told the first project manager that we could not come back on his property. For the safety of him and his house, we went beyond the scope of what the insurance paid for in regards to the electrical; installing a mast per code which cost well above what the insurance paid for. We would not have sent him a job completion invoice, had he not told the project manager that it was complete. We spent well above what the insurance estimate allowed for the job to be done. We will be glad to come meet with the customer in person and look at the things that were paid for on the insurance scope that he thinks are not done. 

  Customer Answer

  Date: 04/17/2025

  I have read the response from the business and I am amazed at where they come up with these delusions. I'm really shocked that they answered at all. Accredited businesses are supposed to respond to these complaints in 14 days however I have learned that they move on their own timeline so 30 days isn't too bad I guess. My contract closed on December 31st 2024 and here it is the middle of April 2025 and I still can't get them to complete the job. I never told ****, the third project manager that the job was complete, yet he called my insurance company and said it was, because I've had three managers since this nightmare began. The first one, *** wanted to get smart with me and tell me that I was supposed to keep my mouth shut until the job was done. I told him to come and get his things off my property he was done. Brent, the owner of this company would not and still won't respond to me at all since I sent him a picture of the fascia the first time they put it up which isn't very professional in my opinion. **** called me the next morning and said he wanted to make things right so I gave them a second chance. I told **** the 3rd project manager what needed to be done and as usual it was not done the way it should be. I informed him of the 2-in gap between the soffit and the fascia and all they did was bend it up at a 45° angle and then lied to me and said he replaced the fascia but the gutter that was installed was never removed so that tells you right there this is untrue. And yes one of the pictures I posted was from when the electrical conduit was installed which was not approved by me. *** lied to me and said they didn't drill the hole in the roof the city did that. So I went to the city about it and they said that was untrue. That's why I posted the picture with their contractors truck sitting in my driveway. I never told them to come and drill a hole in my roof and not fix the cap so the rain wouldn't go down in there for 3 weeks and soak my rafters as you can see by the pictures. I text them multiple times about this but it was no concern to them. I was told by *** the first project manager that this would be dried out but it was not. When they finally decided to show up after 3 weeks of heavy rain they just sealed it up with the old board and with all the moisture inside. The cap was glued down to the shingles but it wasn't placed properly and under the shingles. The first time the downspouts were installed they were approximately two feet off the ground as you can see by the pictures which are all time stamped by the way in case there's a question. I told them this was not satisfactory so as you can see by the pictures what their solution was. As usual just to patch it and put screws in it and then lie to me again and tell me downspouts doesn't come in links that long. The gutter should have been torn down the face you should have been removed and put back together the right way if you are truly a licensed and bonded company. The shingle on the garage has not been replaced per the estimate, the heat pump cord has not been fixed per the estimate, the attic vents have not been replaced, the front gutter according to the estimate is supposed to be reset but it was never touched and the chip in the garage was never painted and I'm also attaching pictures of the completed work of the second time they did the fascia on the garage and what it looks like now. Honestly if they spent half the time doing the job right as they did trying to get out of doing it, telling lies and dodging phone calls and text messages they would have been paid by now and out of my life. I don't understand it. And yes I may have been rude but I kind of have a problem with people taking my money promising me quality work and then not holding up their end of the bargain! I can't believe that I would have to file this complaint in the first place but it seems to be a game to them but if they think for one minute that they are going to take my money and not complete the job or give me a refund which is actually what I'd rather have because they have proven time and time again they are not qualified for this kind of work, but I am not that guy! Seems like to me they would do the right thing and have a little integrity but if I have to escalate it even more I guess I will have to do that.Regards,  ******* ******* 

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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.

  Met with the Project manager. Provided him with my budgeted amount for Construction upgrade. ****** assured me that he could accommodate all of my upgrade request within my budget. So I paid the required down payment. He provided a rendering that was not what he and I discussed. I was advised after our meeting that it would cost significantly more to get the updates I requested. I am requesting that my down payment be refunded due to false information that was provided by the project manager. I have spoke with the owner and he has promised to call me back twice within the past two months. Once verbally and once via text, but still have not heard from him.

  

  Business Response

  Date: 01/11/2024

  It is absolutely untrue that Ms. ***** has not heard from the owner. The owner called and spoke with Ms. ***** yesterday, January 10th, at 12:19 pm for 22 minutes and she agreed to receiving $3,000 of her deposit back. She asked when she could get her $3,000. The owner told her he would speak with his office manager and have her send a termination agreement. I, the office manager, sent her the termination agreement yesterday, January 10th, at 1:45 pm via Adobe Sign. Once the termination agreement is signed, we will send her $3,000 immediately upon signing. As of this morning the termination agreement was not signed, so the owner sent Ms. ***** an email letting her know that the termination agreement had been sent via Adobe Sign yesterday, and to check her spam folder if she was not able to find it.

• Initial Complaint

  Date:10/02/2023

  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.

  The nature of this dispute includes persistent issues involving scheduling and communication. Initially, we were quoted that this business utilizes a calendar that demonstrates the plan to complete the project to the homeowner. After many attempts to discuss with this business, the inaccuracy has continued and we have been provided with 3-4 completion dates. There have been many instances where the expectation is this business would be present at our house working for the day, there have been frequent no-shows with late or no communication. The project start date was April 20th, and it was listed in our contract the project would be completed in 45 business days, unless of course weather or other concerns outside the contractor's control were present. Besides waiting for the permit to be finalized, this project has been now ongoing for 6 months. They have communicated many issues with staff and have even disclosed they have fired employees to us, and one recently quit before they could fire them. We attempted to have a face-to-face meeting with the business owner in July to discuss our concerns, and formulating an end date and a new plan of action to finish timely was decided. However, the project is still ongoing, with no end date in sight. Other issues are present with the quality of the work, for example, the plumbing not being hooked back up correctly, an air duct they weren't working on disconnected, the vanity not level, nothing covered up properly to prevent a mess, throwing away items they shouldn't have thrown away, and ruining our coax cable for internet which had to be replaced. Also, the hole next to our foundation continues to be open and has been for 3 months and was barely covered with a piece of wood and a tarp. More recently, they have been less frequently answering calls/texts and decided to transfer us to a new project manager, who isn't aware of everything we discussed initially. We feel we've done well to communicate these issues.

  

  Business Response

  Date: 10/04/2023

  We sincerely apologize for the
  issues with communication and scheduling. Our goal is to succeed with every
  project. There have been issues that we agree with the client should have been
  handled better and were not. There are some issues raised by the client with
  which we do not agree. Regardless, we will rectify all issues. We have not and
  will never walk out on a client and to have delays in construction sometimes is
  unavoidable. The day that the complaint was filed, we had workers at this job
  site. Our commitment is to complete this project before the end of October. We
  contacted the client on Monday October 2nd, to request a
  meeting, and they asked us to provide a public response before meeting with
  them. We hope that we can meet them face to face at their home to present the final
  plan, have a walkthrough to assess any pending issues, and close the job.
  Sometimes in an ongoing job, mistakes are made, and, in every case, we correct
  the mistakes and make them right and deliver the job with quality.****** ****** ***** *** said, "The ultimate measure of a
  man is not where he stands in moments of convenience and comfort, but where he
  stands at times of challenge and controversy," We truly hope that you will
  forgive us and allow us a final chance to make it right.

  Customer Answer

  Date: 10/05/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  From my knowledge no one was present on site October 2nd.  I also wasn't asked to meet until October 3rd and was expected to meet the same day.  I notified this business I couldn't meet that day but I'm willing to meet after they responded and have reached out to do so now.   Apologizing over and over is not a professional response.  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 10/09/2023

  We want to resolve this issue with you and get things fixed as you asked in your complaint. We reached out to you on October 3rd, and asked if you were available to meet that day. We did not Expect you to meet that day, it was just offered as an option. We have mutually scheduled a meeting for the afternoon of Wednesday, October 11. This meeting is to discuss in detail all of the issues that the customer has found so we can make a plan to fix them to the customer's satisfaction. We hope that we can get this resolved with the end result being one you are pleased with. 

  Customer Answer

  Date: 10/16/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Awaiting response from meeting held on October 11th. 
  Regards,
  
  ******* *******

  

  Business Response

  Date: 10/24/2023

  We met face to face with the clients on October 11. The only thing left now to complete on the job is the shower faucet, which the plumber had to order because the supplier was out of stock. Once that is installed, an inspection will be done by the City of *****. The customer has expressed to the current project manager that they are pleased with the work. Our D.O.O. had a phone conversation with the customer last week. They stated that they would not be happy with any credit less than approximately 20-25% of the contract total. We feel that is not reasonable as the job will be completed in full with all issues corrected. We want all of our customers to be happy, but unfortunately, we cannot always please everyone. We have done all we can at this point to complete the job to the customer's satisfaction and have made changes within the company structure so that future customers will not have the same experience with delays and lack of communication from a project manager. 

  Customer Answer

  Date: 10/24/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  We have been satisfied with the last two weeks of work and our new project manager (since we filed this complaint), but that does not make up or account for time loss or all the issues that were present throughout.  They admitted during our meeting to dropping the ball on completing our work timely and doing it well and basically said sorry about your luck.  We were told our previous project manager would be present for the meeting but he did not show up nor were we told anything about it, and he did not offer an apology encompassing all of this.  We had initially discussed with them completing other work we would have liked them to do to include:  framing some of our basement bedroom, insulating, and drywalling.  They denied completing this work for us to resolve our complaint and just in general.  They stated the project is about to be completed, but there are many more items that will need to be done for this space to be usable.  The holidays are upon us for family visiting and I have been unable to complete these items myself due to their timeline.  They initially pitched they would work along side us to assist us with either them completing the items or helping us to do so, implying it would be a partnership.  We did not ask them for a credit to resolve this complaint, but we believe it would be doing right by us but we would have simply preferred the work be completed as the contract stated it would be, as this would have been ideal.  We were initially told "time is money" which is true for both parties.  They offered almost a 10% credit after asking us what we believe to be fair for compensation.  10% for completing the work 3-4 months late with multiple issues every time they were at our house we do not believe is adequate.  The credit should include compensation for all the things completed incorrectly/that had to be fixed, for the timeline it took to be finished, and the delay on being able to finish the other items that need to be completed.  We are responsible for our part of the contract and have communicated and paid on time, but we don't believe they have held themselves to the same standard.  
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 12/21/2023

  We have completed this job. We have fixed all issues and all inspections have passed. We understand that this project took longer than it should have. However, we fixed everything the way it should have been done. I'm not sure who offered a credit, but there was no one in the company authorized to do so. We would only offer a credit if we were not completing the work, or if we were not able to fix an issue. All issues have been fixed, and we consider this matter closed.

• Initial Complaint

  Date:09/04/2022

  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.

  This business committed to completing my project within in 10 days to 3 weeks. It was dragged out for nearly 5 months and not very well. They continually come up with excuses why they cannot come to work if they answer their phone at all or return calls. I have been trying to get them to complete and repair deficiencies since March 2022 (now Sept) with no resolution and nothing but excuses.

  

  Business Response

  Date: 09/08/2022

  Our project manager has informed the customer before that the filters needed are out of stock.  There is a leak in his bathtub (customer chose to keep his existing tub) which has not brought to our attention in March. The project manager has been in contact with the customer, the most recent dates being August 24, August 25 and August 31. He informed the customer that he was in the hospital due to COVID.  He was in the hospital for several days hooked up to oxygen and still communicated with the customer.  The complaint was made on Sunday, September 4 and the project manager did not return to work from his absence due to COVID until Wednesday, September 8.  The project manager was in contact with the manufacturer yesterday, September 8 and will contact the customer again today to get more information that the manufacturer needs for the correct filters and to set up a time to come repair the leak in the bathtub.

  Customer Answer

  Date: 09/08/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Filters:  Conveniently, the only filters out of stock
  at the manufacture are the ones the contractor says are required.  I personally contacted the manufacture and
  the filters they say are required are all in stock.  I forwarded this information to the contractor
  weeks ago, but they have yet to follow up on it and rectify the problem.  Once again this was an issue they were aware of
  FOUR months ago yet refused to address. Bathtub and Plumbing:  This is NOT an existing tub. EVERYTHING in
  the bathroom was replaced by the contractor.  The plumbing has been an ongoing problem since they installed
  everything.  COVID issues aside, this is
  an ongoing problem that they just come up with excuses for or dodge phone
  calls. Four months of chasing! Until this is resolved I do
  not accept their excuses and empty promises.
  Regards,
  
  ***** ******

  

  Business Response

  Date: 09/16/2022

  We certainly understand the customer's frustrations and apologize for the inconveniences. I spoke to the manufacturer (****) today.  The filters are in stock, but they will not send replacement filters without pictures of the unit and the silver manufacturer label located in the motor area of the range hood.  The project manager has submitted those pictures already and they were not accepted.  I spoke to a different customer support representative today and explained the issue we were having.  I have sent the requested pictures to this customer support representative and am awaiting a response.  We are having a plumber contact the customer to set up a time to come out and fix the leak.  I cannot give an exact date for that as they are going to communicate with the customer directly to set up a time that works for him.