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:01/31/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Overpriced, they hire incompetent people until you complain about it, they use lowest cost materials and touted that they only use the best and thats why they charge so much. Put the attic vent on my heating system which caused it to fail and Im not sure what happened to my original roof **** because we had to spend thousands to get our heater completely replaced and purchase a new roof **** because of their incompetence. They will not return my phone calls or text. We are supposed to be under warranty and it is not being honored. Had to replace a $7,000 heating unit that broke due to them not placing the correct vent. And had to also put a new roof **** since mine was replaced with an attic vent which was another $500. Spent over $27,000 to replace our roof which then cost us an additional $7500 to replace our heater due to their error.

• Initial Complaint

  Date:09/19/2024

  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.

  I purchased a motorized gate system from Expert Home Builders toward the end of 2022. After a few months it stopped working properly. I let them know (via project manager '**********') in Sept 2023. After several attempts to get them to come and fix it they came and took one of the gate arm motors. They also fixed an issue with the gate pole being unsecure causing wobbling/reverberation which may have caused the problem. They said they had sent the arm motor to the manufacturer to fix the problem (didn't ask, just took it). I followed up frequently and was always told they would get back to me with an update ASAP. They never did get back to me. I offered to contact LiftMaster myself, which I did, but LiftMaster was unable to help unless I had a reference number. Expert Home Builders failed to provide me with the reference number.Eventually they handed it off to someone called '******' who come and took a look and verified that the arm had been taken. They then tried to find a guy named '******' who is who they said had taken it. In the end they said they had found ******. After approx 10 months I asked for a timeline for when the issue would be resolved as it had obviously taken much too long already. I was not provided with one. I asked for the projector managers phone number or his office number (the office was dealing with '******' apparently) but i was just told that his manager would call me shortly. I reminded him again, but still no call. It is now over 12 months since I reported the issue. The purpose of having the gate (over $30k) installed was to stop our autistic child eloping. WE NEED THIS WORKING. I have emailed the ExpertHomeBuilders twice but never received a reply.I don't know, but believe that ExpertHomeBuilders have misplaced the arm and are avoiding replacing it. Please fix it! I have asked probably 20+ times and cannot wait any longer. I have offered to help but they don't even provide a reference number.

  Business Response

  Date: 09/23/2024

  We have reached out to our client and currently in process of finding the best remedy for this situation

• Initial Complaint

  Date:06/24/2024

  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.

  I contacted Expert Home Builders because of a coupon I received in the mail for 35% off roofing, on 2/13/24 I met with their representative ********************* where I explained that I had a leak in my patio room that I wanted fixed, I was originally quoted $9,000, I showed him my coupon for the 35% off and he stated that was only good for the whole roof, he also stated that I would need a new roof in the next 1-2 years. I agreed to have the whole roof and patio roof for $45,000, I again stated minus the 35% to which he said yes don't worry about it, the work was performed and completed and in the end I was left with 2 loans, one for $15,000 and one for $25,000, I also paid $4,000 out of my bank account and only given a $1,000 discount, when I kept questioning the discount amount ***** just kept saying don't worry about it I'll take care of it, after everything was done I was looking over the paperwork and I was never given a breakdown of charges and payments, I have requested this breakdown several times only to receive the same documents that I already have. I decided to contact the main office and explained to them in several e-mails the situation hoping to resolve this matter and to this date I have not received any responses that's why I decided to contact your company to see if you can assist me with this issue. Thank you

  Business Response

  Date: 07/05/2024

  We are attempting to reach our client to come to a possible resolution 

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21894735
  
  I am rejecting this response because:
  You stated you are trying to contact me to resolve this issue, to date I have not received any notification from you whatsoever, no phone call, email or regular email, no attempt has been made on their part to settle this issue.
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/09/2024

  We have since resolved this with our client and have reached a settlement here

  Customer Answer

  Date: 08/10/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/15/2024

  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.

  I paid them for a big project to do our front and backyard including our fences and gates. We spent about $140000.00. The contract was for $120000.00 but we added some stuff later. All together most of the job they did was decent but the fences and gates are all broken and messed up. The gates do not close and every single boards are broken because of the poor material. When I signed off the contract I told them the gates do not look ok and they said just signed it off and pay the contract and the assured me that they stand behind their work and just wait for few months and see how bad they are and for the past 9 months or so I am dealing with them but no results yet. So I am fed up with them.

  Business Response

  Date: 05/15/2024

  Hello we would like to inform you that we are in contact with our client and resolving this matter

  Customer Answer

  Date: 05/15/2024

   
  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.
  They reached out to me and agreed to fix the problem. So if possible please remove the complaint for now because I believe they will fix it and if they dont then Ill reach out to you again. Thank you  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 expert home builders to add extended patio to our house back in 2022. The first try to complete the patio it came out horrible. In about 2 months of completion the concrete was cracking, posts holding up the roof was cracking, and the roof started to leak. We had them come back and redo the whole patio.2nd time they had new project manager and new crew the patio turned out okay, not for $27,000. We were not satisfied with the ceiling because it was wavy and the project manager argued that ceilings were always straight, after going back and further with him they somewhat fixed the wavy ceiling. I felt forced to argue because he said his manager would not agree to do it all over again. Fine. Now we are currently trying to sell our house on ********************************, we found a buyer, they hired inspector and guess what? the patio roof failed inspection. We went the route to pay a licensed contractor do their job currently so we wouldnt have any headaches or issues because we are not experts or builders. This whole experience with Expert home builders has been a nightmare. We Paid for quality work to done. $27,000 is a lot of money for poor work. I want my patio roof fixed with no more cost coming out of our pockets because we dont have anymore.

• Initial Complaint

  Date:01/24/2024

  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.

  I have been trying to get a hold of the cost breakdown for 5 months and nobody is willing to get that to me. We have outstanding loans for 275K, and the company has not explained to us what part of the cost is their fee on top of the work done. I feel we are being overcharged which was why I have been asking for the breakdown. If the charges are correct and they have a usual and customary contractor markup, that is fine and I would like to see the whole breakdown. But the fact that I cannot see anything, and they are not responding tells me we are being overcharged. I have left numerous requests with our project manager and have called the company a couple times directly. No information has been given to me. There are some walls that are not straight and there have been several small details that were carelessly done. Also, the project was estimated to be completed by the end of July and it was not completed until September due to several careless mistakes and having the same contractor come back multiple times because they were not paying attention to detail and left things incorrect. My feeling is that we are being way over charged and part of our loans need to be cancelled. In addition to all of this, we had 3 or 4 project managers that were hardly ever at our job site and I, the homeowner, was left to manage all the contractors on site. They would show up not knowing what they were supposed to do and this occurred over half the time. I would have to direct them every single day of the project and feel that I deserve reimbursement for all my time. If I were to charge for my time spent, it would be at least 36K. I dealt with them daily, at least 6 days a week for over 5 months so that looks like this - $300 per day to manage them x 120 days = $36,000. On top of that, I feel we have been over charged in general and again, they never gave us their markup.

  Business Response

  Date: 02/05/2024

  We are in contact with our client and are working towards a settlement to remedy this situation.

• Initial Complaint

  Date:01/09/2024

  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.

  18 months ago, new kitchen and 2 bathrooms remodeled. Looked good but recently upstairs bathroom developed leak, dripping into downstairs bathroom. Licensed plumber opened up wall and cited multiple incorrectly pipe connections. Shark bites were used instead of soldering. Also sealant on tile joint cracked all along seam line. Would never recommend this company. Never got shower door I was promised. Contractor and project manager never returned calls.

  Business Response

  Date: 02/05/2024

  We have tried to to reach our client but our attempts to reach her have gone unsuccessful, we would like to schedule for one of our crews to go investigate the situation and the proceed with finding the best way to remedy this mattert

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21088786
  
  I am rejecting this response because:
  Their first effort to reach out was today. As I already paid out of pocket to fix their error weeks ago, there was nothing for them to do. As their plumbing workmanship was shoddy, I would not trust them to fix it. Their management is supposed to reach out to me- unless they want to reimburse me for the licensed plumber, I feel that they arent taking me seriously, and stand by my complaint.
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/07/2024

  We still working with the client in order to solve this matter. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21088786
  
  I am rejecting this response because:
  No contact from the business, even though they stated theyd have manager call immediately.
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/07/2024

  We have called multiple times to our client at ************** but goes straight to voicemail. 

  The phone number we are calling from is **************.

• Initial Complaint

  Date:12/08/2023

  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.

  I signed a contract on 11/3/2023 and paid Expert Home Builders **** a $1000.00 deposit to have repair work performed on my house sub-structure for a contract price of $6450.00. When the day came to start work (and no one showed up), I called the company and was informed that the contract price was too low and they now wanted $12,500.00. The only explanation they gave was that they underestimated the job. I informed them that I no longer wanted to proceed and requested my $1000.00 deposit be returned (that was around 11/13/2023) and they agreed. To date after 3 phone calls checking the status, I have not as yet received my $1000.00.

  Business Response

  Date: 01/02/2024

  We track every check we issue and client received the check on DEC 13 

  Customer Answer

  Date: 01/08/2024

   
  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. It is a shame that they failed to address their bait and switch process in their response. But at least I got my $1000 deposit back!
  
  Sincerely, 
  
  ***********************

• Initial Complaint

  Date:12/08/2023

  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.

  On or around June 2021, ********************* and his team helped repair and renovate our garage which was built in ****s and had mold damage. Eventually we agreed to some additional services he offered including a total overhaul of our garage, updated walls and cabinets, insulation, replacing our entire roof structure as well as exterior paint job. We paid roughly $85k. In August 2023, there were some heavier than normal rains and we noticed some cracks on the ceiling and water leaking in that damaged a treadmill we were using in the garage. A contractor friend took a look as a courtesy and mentioned that there should have been water proof material that was not used. In addition, the paint they used on our exterior walls started cracking as well. I have tried reaching out to ******************* in August and again multiple times to the main line - ************ to our account managers name is *****, but no one has contacted me back on this. Ideally we would need someone to take a look at the ceiling cracks and water damage and make sure this is repaired. The paint job issue is secondary.

  Business Response

  Date: 12/19/2023

  We have since resolved this with our client

• Initial Complaint

  Date:12/08/2023

  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.

  On 10/22/23, Project manager, ********************* and *** (last name unknown), from Expert Home Builders arrived at my home to provide an estimate on landscaping and pavers for my front yard. I signed the contract and paid a $1000 deposit by check. *** and a crew arrived on 10/23/23 to begin the project. They removed a concrete step that leads to my front door, and took some measurements. I was required to make a payment of $8000. On 11/15/23, the crew arrived. They were at my home for about 3 hours. I was required to make a payment of $3,000 that day, which I paid by check. After the workers left, I checked the progress. They did not demo the concrete as stated in the contract. They simply slapped the pavers on top of the existing concrete and cemented most of them. There were crooked lines, unleveled and wobbly pavers, gaps everywhere, no sand, no framing, none of the protocols that come with a professional pavers installation. Poor workmanship. On 11/16/23, I had a landscape consultant take a look. I was told the work was improperly done, not up to code, and would not be approved by my HOA. I was informed that I would have water damage and possibly mold due to the shoddy work. I was informed that this company's B- General Building Contractor license is not a license that includes the install of pavers or landscaping. Expert Home Builders does not hold a landscaping license, therefore I am claiming fraud and the contract is void. On 11/16/23, I communicated to **** my concerns about the misrepresentation about the company's license, and the quality of the work . **** offered to have the crew come back and demo the concrete and do the work correctly, or cancel the contract. On 11/17/23, I canceled the contract & told **** to refund all of my money. A conversation with **** and his Supervisor- *** , and myself was had on 11/21. I demanded a full refund within **** days. On 11/27, *** called me & agreed to give full refund. As of today, I have not received the money.

  Business Response

  Date: 02/07/2024

  We have since settled this issue with our client 

  Customer Answer

  Date: 02/09/2024

   
  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.
  
  Sincerely,
  
  *********************