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:08/09/2022

  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.

  Please see the attached packet I will send you. It provides all of the details. Thank you.

  

  Business Response

  Date: 08/26/2022

  This job was completed per contract see attached documentation.

  Customer Answer

  Date: 08/26/2022

  I am rejecting this response because: I do not dispute the work generally was done.  The problem is that the fit and finish is below industry standards.  I just received a bid from another licensed contractor who agreed with this assessment, and noted almost $15,000 in obvious work that must be done to correct Chriswell's poor workmanship.  The contractor also told me that it's likely that amount will increase once he and his team are able to more closely review the work Chriswell performed.  I do not like to waste my energy or time with these kinds of matters. But as my iniitial submission demonstrates, I gave Chriswell every opportunity to make this right and they refused.  do not want anyone else to have these issues. That is why I am purusing this and other complaints. Thank you for your consideration.

  
  

  

  Business Response

  Date: 08/30/2022

  Chriswell received a request to cancel the tile portion of the contract on 2/15/22. See attached email for reference.

  Customer Answer

  Date: 09/01/2022

  I am rejecting this response because the email Chriswell sent is completely out of context and a mispresentation of the facts.  I sent the email because the project was going so poorly, and I was concerned that Chriswell would not do a good job on the complex tile part of the project.  I spoke with my main contact at the company. ***********************, about the situation.  He referred me to ********************* at the company.  After lots of back and forth, **** said I could cancel the installation, but I would need to pay for the tile.  **** and I then discussed my concerns about the project, and he promised to get everything under control on the job.  He also told me that they had a very skilled tile team who would be able to fix a stubborn leaking problem I had froim the upstairs tile porch. He apologized profusely for all of the problems on the job, and promised to turn it around, and I agreed to continue with the tile contract.  I never raised canceling the tile contract again. 

  
  

  As my timeline demonstrates, in May 2022, Paul canceled the tile contract after one of our final inspections at which he said he would not honor the tile contract because he just didn't want to do the job.  I told him I did NOT agree to cancel the tile contact, and that he could not do so.  He shrrugged his shoulders and said his decision was final.  I confirmed ****'s unilateral deciions in my May 23 email , which is attached.  Chriswell never disputed that **** unilaterlally canceled the tile contract. 
  

  
  

  
  

• Initial Complaint

  Date:06/09/2022

  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.

  Bottomline: I signed a full kitchen remodel contract with them in January 2022.......placing a much higher amount of a 10% deposit.........$11,989.00 on a $37,630.00 work project. The project had a completion date of 5/3/22 which never got done or even started. I have requested a full refund of my deposit which the Company refuses to refund. I am 76 yrs. old and had a ' heart attack ' April 7th 2022 and heart surgery 4/11/22 at the *** VA Hospital.....I'm a VN veteran........supposedly a vet. friendly business. I have reached out to them for a resolution but have gotten no replies from anyone as yet. I even hired an attorney to send them a letter for a resolution. After two letters and no reply I am now writing you for a possible resolution as I can no longer endure the stress that accompanies such a project as mentioned above, esp. in a 100 year old house. Thank you. Sincerely, *************************

  

  Business Response

  Date: 06/20/2022

  Hello,

   

  We are meeting with the client this Thursday to go over the issues.  Based upon the results of said meeting, I will respond with our the course of action and the timeline of events.  Thanks.

  Customer Answer

  Date: 06/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

  Customer Answer

  Date: 07/06/2022

  I am rejecting this response because:

  Case  #******** has not been resolved yet.  I haven't rec'd any resolution from Chriswell Home Improvement as of today...........What a sorry outfit they are..........still upset,  ***********************************************************************