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:08/03/2024

  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.

  8/8/2023 Entered basement upgrade/deck replacement contract. Contract Deadline: 6 weeks or 9/19/2024. Maintained regular/repetitive contact email/text/phone. Owner, *******************, made frequent excuses &false representations, caused extensive property damage, barely started project, did not refund any funds he received totaling $54,265 (full basement cost). 8/17/2023: represented he requested permits. See proof from County records, attached/at ********************************* did not request until 12/4/2023 while falsely saying County held up process, then application was voided for lack of his reasonable diligence to pursue. March 8, 2024 and March 11, 2024: 2 failed inspections. Damages:BathRm 2: piping was tapped into sewer system, but left undone, pipe sticks up from ground and filled with human ***** matter, which we found spilling onto floor with no cap! The scent is awful and its unsanitary health hazard for us/our kids. Have to hire waste removal and plumbing company. Crawl space plumbing part of sewer line, too, also leaking. Electrical: Destroyed our walls without fixing/covering it up during installation of breaker box. When installing wiring, never even came back to install lights. And now we have exposed dangling wires. Wiring itself also did not pass inspection. While his hired electrical workers were drilling to put lights in, they also drilled through to our upstairs flooring, causing holes in the hardwood and safety concerns with our pets and children. After months of promises to repair the damages (texts attached), we ultimately not (over 4 months later) had to hire a different contractor just to repair flooring on the main level! Water lines: nonfunctional (not tapped into main line), but was also paid for completion. Sept 2023: demolished existing deck, approx $15,000, under premise of new deck within deadline. Remains eye sore dirt plot tracking mud in house.Project plan, failed inspections, checks, damages photos, etc. attached.

• Initial Complaint

  Date:07/18/2024

  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.

  I regret ever contacting this individual. He should not be allowed to run a business. I put my trust in him, huge mistake. Constant disregard, unexplainable delays & now abandonment, which he will not respond to explain why. His website has been down for maintenance for *********** phone disconnected. There are so many complaints against him. The positive reviews I have seen were provided by his friends on **. He put us through constant stress and did not complete our basement in the 12 weeks noted in the contract. We are at 1 year & 3 ************* still not done. Everything has been paid when due. He doesn't follow through & has no compassion. He only shows up to get paid & won't make an effort to see where the project is at or if it's completed in a satisfactory manner. It's like he thrives on our dismay as if it's a game. He hires workers who have no pride in what they do. Trash remained in our yard & house for months as he's too cheap to get a dumpster. Dug up concrete is still in our basement from last year. A guy nailed my vanity to the wall without the walls being painted. The painters painted around it leaving unpainted areas on either side. He never ordered our tile. By the time it was to be installed it was out of stock and we had to find something else. We had to walk over a giant hole and dug up concrete for 6 months in the dark to do laundry. Walls are crooked, they drywalled over a window, painting was unprofessional & all over our new windows, new siding, patio, hose & rocks. Touch *** and promised cleaning never occurred. We text him over and over again, call multiple ************ consistently avoids us. Everytime he scheduled work they didn't show up. He doesn't know what's completed even if we've told him 20 times. Half the texts he sends make no sense. He has no concern for timely scheduling. He owes me money for an overpayment, promised discounts, as well as supplies paid for but not received. Unfortunately we have to hire an attorney. Disgrace.

  Business Response

  Date: 08/14/2024

  been in touch with her husband and we getting the last parts done we are 95% of the way there.

   

  Chris 

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 22012284
  
  I am rejecting this response because: Texts to my husband asking "what needs to be done" is no significant effort on your part in attempting to schedule work to be done in order to complete the project you signed to complete, and confirms that you are unaware of what has occurred and what needs to be finished. The contract was signed in April 2023. Plumbing began in May 2023 and is still unfinished as of August 2024. The last effort made by you was in March 2024 when the lighting was finally installed, after electrical wiring was placed in July 2023. Touch up painting was to occur after that and it never did, which was promised to completed by you and Osito Construction (the painters). We are also still awaiting floor leveling, carpet, door hanging, door knobs, shower doors, stair railing, cleaning and pain removal from everything they ruined. You will text us for months on end stating someone will be here yet no one shows up. Your response to the complaint is exactly as your responses to us have been for the past 16 months. No concern, no empathy, no explanations, no apologies. I can also see on the permit that your license and insurance has expired, so I assume that's part of your delay. What's even worse to hear, my lawyer has indicated that you have several lawsuits pending for the same situations.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/03/2024

  We have completed the plumbing and final work and are now on to their selection of shower door and carpet then we are finished.

   

   

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22012284
  
  I am rejecting this response because: besides needing the shower door and carpet ordered and installed, painting touch *** never occurred by your crew, we still need floor leveling, door knobs, a railing, carpet, all over cleaning, paint/drywall removal off of the new siding and windows, etc., updates to the  dryer receptacle requiring GFCI protection and smoke/co detectors as noted in the final electrical inspection, promised credits and refund of extra money paid outright to tile installer. I will believe it to be complete when I actually see the work happening, as we are constantly being told it will occur, and it doesn't. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/15/2024

  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.

  After having another builder steal a ton of money from us, I was very cautious going into getting a second builder. ***** seemed very professional, and said he could demo our basement to start over, and have everything done by November 2023 ready for Christmas. ***** set me up with 2 x referral calls and promised me he was legit and wouldnt s**** us over.??It is now May and besides the framing and some electrical work and the egress window nothing has happened. There were some delays due to his personal issues and problems with an electrician, but that was earlier in the year. Contractors left trash in our garden for 6+ months and it only just got removed.??Communication is non existent. Never replies. Never answers the phone. Says someone is coming next week, leaving me stuck at home every week waiting. I just want the job done. We are now left AGAIN with a half finished basement, out of pocket. I dont understand how these people are running a business and have no respect for any of their customers. Writing a review is my last attempt to get the job done.

  Business Response

  Date: 07/30/2024

  We actually have been working with this wonderful client to finish and he travels a lot and we coding work then and we are about to start a change order for his concrete wall that wasnt in the original contract.

  **** is a great guy. 

  Customer Answer

  Date: 07/30/2024

   
  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:01/21/2024

  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.

  Entered into a contract in September 2023 with Sustainable Improvements to have our roof replaced. They were very attentive and communicative UNTIL they picked up the check for half down in order to purchase the shingles. I understand roofing work has been in high demand and running behind schedule since the wild weather in the ****** area in June, and I also understand there has been difficulty in getting supplies. Apparently the company has the shingles now, but the problem has been a real lack of communication. When communication does occur, it is simply full of excuses and false promises. We have been given a number of dates for the work to be done, but it never happens. We either want the job done or a full refund.

  Business Response

  Date: 02/12/2024

  Again sorry I have been in touch with ***. We are ready but her insurance isnt saying wh they omitted to provide $ for the underpayment and once that is clear we are ready to go. 

• Initial Complaint

  Date:12/07/2023

  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.

  I signed a contract in 7/22 with ***************** for a solar pergola for $27,864. The contract was subsequently lawfully acquired and assumed by Sustainable Improvements. I paid in full by Jan 8, 2023. The project was to be completed no later than 270 days from contract signing. The solar pergola has not even been started. The only thing the company has done is cut trees. Communication has been sparse and I have received many excuses including that the energy company rejected the original design (I called the energy company and they have no record of this). I recently called the ************** and there is no permit on file for the project at my address. I have not received any communication from the owner since Nov 7 despite multiple efforts on my part to reach out. I recently contacted the owner to request a refund and will post again once I receive it or with other updates.

  Business Response

  Date: 01/09/2024

  The contract she signed is not with us.  We did do other work for her, like insulation in the attic, and there is no issue with that service we performed for her. 

  In this instance though we are going to fulfill the terms of the contract with her solar provider.  The issue is that she wants a solar system on a pergola type structure and ****** has yet to approve.  So in a nutshell we have to get this approved both by ****** rand *****************************.  We are working on that and should have all permits ready to go by the end of the month of January so we can proceed when the ground thaws. 

   

   

• Initial Complaint

  Date:12/03/2023

  Type:Product 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.

  Sustainable Improvements, Inc ******************* ******************************************************* ************** You contracted to fully finish our basement in March 2023 and completed some work(rough framing, electricity). You also collected payments(we have all copies of the checks):03/08/2023 - 6500$04/28/2023 - 4500$05/12/2023 - 3685$05/12/2023 - 4750$06/02/2023 - 3740$TOTAL: 23175$The original estimate was for $ ****** TOTAL After that in May 2023 you stated that you are waiting for permits from Adams County. I contacted Adams County and was informed that none of the permits were approved and that they tried to contact ******************* for additional information multiple times since May 2023.Are you going update us on the plan to resolve the issue with permits and finish our basement?We paid 23000$ so far and it appears that none of the work was permitted and no progress since May 2023.I don't want to file a criminal complaint and do civil court proceedings but it appears that you are not giving us any other options.We will be filing Criminal complains with **************************** for Fraud and filing in ***** Civil Court to get our money back in January. You have another 4 weeks to address the situation.We will also be contacting BBB and all ******** Regulatory agencies.We have bank checks, contract, communication copies available if needed.

  Business Response

  Date: 01/09/2024

  This was rectified the Adams County finally issued the permit.  It took quite awhile they are very nice but backed up with all their growth and it was a miscommunication as to one of the subs licenses.  We are all good and proceeding with inspections. 

   

   

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20952697
  
  I am rejecting this response because:
  

  It appears that the permit was resubmitted again but it is not valid and is pending review. Last time they did it it was under review from 05/2023 to 12/2023 then it was rejected by Adams County. I did not receive any detailed response when and how the Basement finish project will be completed. It is completely unacceptable that the project was started 03/2023 and all work stopped 05/2023 and we are still getting various excuses after 8 months of complete abandonment of the project.

   

  
  Sincerely,
  
  *************************

  **********

  Business Response

  Date: 02/06/2024

  Okay thank you!  We literally have workers at Ketbrlis house right now 

• Initial Complaint

  Date:08/21/2023

  Type:Product 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.

  Sustainable Home Improvement (*******************) has failed to provide the service listed in the contact, which is attached to this complaint. The only work done was connecting a natural gas line to a home generator. This generator I purchased in December 2022 from another company. In addition, the plumber failed to put the generator on a level platform, which I provided. We have paid Sustainable Home Improvement $27,480.00. There pictures of the cashed checks made payable to Sustainable Home Improvement. ******************* does not respond to my e-mails anymore. I requested my money to be refunded over a month ago. We have offered to store the batteries for the solar system and any other items needed to upgrade our solar system, but we have received nothing. We have acted in good faith but Sustainable Home Improvement has delivered nothing. Everything in the contact was to be installed by the end of March 2023.Attached is the e-mail requesting a refund or an installation schedule, which is in a ********* Outlook format. The e-mail was sent on 06/21/2023. I received not response to this request.

  Business Response

  Date: 10/04/2023

  This is a complicated and unusual project.  The customer has a solar system on their roof that they paid for years ago.  Yet although we can see its working and that it has the ability to convert sunlight to electricity, it isn't actually reducing the bill.  Somehow over the past few years the customers have either lived with this or didn't care we are not sure. 

  So adding these batteries and generator requires all these systems working together.  We have installed the generator and can send our master electrician out this week to have a look at it and we are doing that no later than October 10.  He will also look at the solar system to figure out if possible what their issue is.  We have asked the customer for information as to who installed the system and they do not know.  We are researching the Jefferson county permit records to find out.  Nonetheless we will get this solved. 

  Customer Answer

  Date: 10/08/2023

   
  Complaint: 20461935
  
  I am rejecting this response because: I am rejecting this response because Sustainable-Improvements had no business license with the ***************** at the time of signing the contract.  I was unaware of this problem at that time as Sustainable-Improvements represented themselves as a licensed business. I still cannot find a business license when checking with *******************************************) even today.

  Statements about our current solar not working are not relevant.  The repair of the current solar system was part of the expired contract and Sustainable-Improvements did not perform any correction.

  I purchased the generator.  The only work accomplished with the generator was connecting the generator to the natural gas line.  This work is going to have to be undone, because the generator is not on a level surface.  We pointed out this problem to Sustainable-Improvements personnel prior to placement of the generator with the understanding that this would be corrected before the generator was connected to the natural gas line.  Nothing was done to correct this problem.

  In addition, the plumber who connected the natural gas line to my generator broke my gas fireplace. This is just another example of Sustainable-Improvements lack of skilled personnel.
  No work has been done to connect the electrical components of the generator to the house.  No notification of a master electrician coming to my home was accomplished. No master electrician came to my home.  Therefore, no master electrician has had access to my garage or the breaker box in the garage. 

  Per the contract,Sustainable-Improvements has missed all the dates set in the contract. The work was to be finished by the end of March 2023.  I asked multiple times for a schedule, but no schedule was ever provided.  Performance dates came and went with no execution.  The contract has expired.  We have asked for the money to be returned,but Sustainable-Improvements has ignored all text messages, emails, and phone calls.
  

  I found Sustainable-Improvements' ability to provide the services dictated in the contract, to provide a schedule, and to meet that schedule did not exist.  I find their lack of communications and service totally unacceptable.  In addition, I find Sustainable-Improvements has no integrity.

  Sustainable-Improvements once again state they can get this resolved, but no schedule has been provided, no equipment has been delivered (batteries or inverter), no invoice for the purchases of the batteries or the new inverter has been provided.

  I find Sustainable-Improvements actions and lack of actions to be almost criminal if not criminal.

  In conclusion, we had a performance driven contract with Sustainable-Improvements, and they have failed to meet any of the dates stated in the contract. Again, the contract is expired.

  Therefore, I want the money we gave to Sustainable-Improvements back. In addition to that I want money to repair the gas fireplace, and to undo the damage they created by improperly installing the natural gas line to the generator.  I do not want anyone from Sustainable-Improvements to perform this work. They have proven they are not competent, or trustworthy, and they have no license.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/07/2023

  Sustainable Improvements is a licensed general contractor and no **** license is issued for that classification.  For our electrical, plumbing, and HVAC work, we work with Electiplumb LLC which is licensed in those trade areas.  We have never and will never do any work that is in violation of any code or license.  Electriplumb is still committed to installing his generator and will do so this month.

   

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20461935
  
  I am rejecting this response because: I am not interested in doing business with Sustainable Improvements. Sustainable Improvements has failed at every level. I want my money back.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/09/2024

  First this is for Sustainable Improvements not Sustainable Home Improvements that is a separate company.  

  *************** and HVAC supervisor has been out due to a brain aneurism for his wife.  He will be back next week and this will be a top priority for him to finish the install of the gas generator.  We are also working with Jefferson county as it appears not all permits were applied for by the prior solar company and we are rectifying that.

   

  Customer Answer

  Date: 03/15/2024

  I am not satisfied.  I have listen to ****** lies for over a year.  I am done with his ****.
  
  *****/company has not contacted me in anyway.  I have not heard from ***** since June 26, 2023.  So you are listening to his ****.
  
  There are multiple complaints against ***** and the company he manages.  Those complaints are similar to my complaint.
  
  I want my money  back.  
  
  If I have to  *** him, I will.
  
  The below article matches my complaint against ***** and his company.  The up shot is ***** will be arrested and the Better Business Bureau did nothing.
  *********************************************************************************************************************************
  
  Complaints:
  Sustainable Improvements, Inc | Complaints | Better Business Bureau Profile (bbb.org)
  
  
  Kent
  

  
  

  Customer Answer

  Date: 04/11/2024

  Please look at these pictures.
  On the picture called Look_At_How_Unlevel_The_Generator_Complaint_Number_20461935, look at the paneling on the side of the house, which is level.
  On the picture called No Electrical Connections_Complaint_Number_20461935, look there is no electrical wiring coming from the generator.
  On the picture called This is the only work done on the whole contract in 18 months_Complaint_Number_204612935, this is the only work accomplished.
  
  The preceding show poor workmanship and no progress after a year.
  
  I have paid Sustainable Home Improvements $27,480.  My solar batteries will be installed and operational by COB tomorrow.  My generator will be installed in two weeks.
  
  Note: I purchased the generator and the generator pad.  None of the materials were purchased by Sustainable Home Improvements.
  
  The installation of the solar batteries and the generator were to be completed a year ago.  I got the work done in 6 weeks.
  
  *******************
  

  
  

  Business Response

  Date: 05/13/2024

  We are willing to refund the unused portion to make the customer happy.  We are sorry that the solar system installed by a still unknown company by the customer cant be resolved and for that reason we cant assume the liability on repairs and the final hook up with the additional items 

  Customer Answer

  Date: 05/19/2024

   
  Complaint: 20461935
  
  I am rejecting this response because: I am rejecting this response.  There are no dates or dollar amounts in Sustainable Improvements, Incs response.  I want a full refund of $27,480.00.  Sustainable Improvements,Inc produced no usable function or work. My response does not demand interest on my funds, which has been in Sustainable Improvements, Incs possession for over 17 months.  I am not asking for money to repair damages to my home.  I am not asking for Sustainable Improvements, Inc to pay for work that had to be redone.My response is not going to get better.  This response is only good until June 1, 2024. The refund has to be a cashiers check. The cashiers check must be in my possession not later than June 30,2024.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/08/2024

  I have not received any refund.  Oher companies have started and finished the desired work.  Sustainable Improvements, Inc has had my $27,480.00 for over 18 months.  Now I want twenty percent interest.  That makes my refund amount $32,976.  My next recourse is to get a lawyer.  At that point, I want my refund, attorney fees, court costs, damages, interest on my refund, pain and suffering, etc.  As I stated earlier, this is only going to get worse for Sustainable Improvements, Inc.   I will be publishing reviews of this company poor performance and unethical acts I have copies of the checks Sustainable Improvements cashed, the contract of the Sustainable Improvements signed,invoices from other companies that shows the work at my home.  I will not stop taking action against Sustainable Improvements, Inc.

• Initial Complaint

  Date:07/23/2023

  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.

  Date of Transaction: December 1st, 2023 Terms of Agreement: Sustainable Improvements committed to install a 25 module solar panel system on my house, for which I paid a deposit of $19,613.50. I was given a timeline for installation to begin mid March 2023. After March passed, and I hadn't heard from the company I reach out in early April 2023 to get an update. It was difficult for me to reach someone to talk to, but eventually I reached owner *******************. He gave me many excuses as to why the job hadn't been started, although to me it seemed like he completely forgot about my job. I tried to work with ***** and his company to reschedule and get the project back on track, and I was rescheduled 4 times, each time causing another 2-4 week delay. By July 2023 I became suspicious of ***** and called the permit office to see if they had my permits on file, turns out that he didn't even pull the permits, which he was supposed to do in Feb 2023, per the agreed upon timeline. At this point I asked from my money back, and ***** offered more excuses as to why he could not issue me a refund. Due to the amount, I am reaching out to BBB in the hopes they can help me recover my deposit as well as prevent others from being defrauded by this criminal.A note about supporting documents: After confronting ***** about his dishonesty, he asked me to send him a copy of our contract, to "see which version I have". That leads me to believe that 1) he does not have a copy of my contract and 2) there are multiple versions of my contract, which is odd considering I only signed one version and that should be the only valid version. I am looking into pursuing legal action against ***** and company, and I was advised to not share the documents that I have with ***** at this time. Since BBB shares supporting documents with the company in question, I cannot upload them. If BBB would like to see them to verify my claim, I would need assurance that they will not be shared with ***** or his company.

  Business Response

  Date: 07/23/2023

  We have made it clear to the client that we will refund his money pursuant to the contract.  

  Customer Answer

  Date: 07/23/2023

   
  Complaint: 20363214
  
  I am rejecting this response because: Although they stated that they would give me a refund, I have yet to receive it, and will keep this complaint active until I do. Furthermore, there are many testimonies from other victims online that state they were promised refunds but were then given multiple excuses as to why their refund couldn't be processed in a timely manner, which is what they are currently doing to me.
  
  Sincerely,
  Thadeaous *******

  Customer Answer

  Date: 08/04/2023

  Hello,
  
  I am attempting to upload supporting documents to my open case ********, but the online portal seems to not be functioning so I am unable to do so via the web. Can you please add the attached files to my case?
  
  Thank you,
  Thadeaous *******
  

  
  

  Customer Answer

  Date: 08/10/2023

  Hello,

  The business was supposed to issue a refund no later than Friday, August 4th. They have still not issued the refund as of today, and perpetual delays/excuses seems to be a regular tactic by this business regarding other clients they have taken money from. I would like to escalate this case, what are the next steps?

  Thank you fro your time,

  Thadeaous *******

  Customer Answer

  Date: 08/31/2023

  The business didn't issue the refund so I chose to contest the charges with my credit card company. They have issued me a temporary credit but the business has 60 days to contest the refund, after which time the company will make the credit permanent if the business doesn't provide evidence that the refund is legitimate. Since no services were rendered I'm confident that they card company will rule in my favor. You can close this case, but just to reiterate- the company didn't resolve the issue, my card service provider did. This is a predatory business and from what I hear they are still doing this to other people. 
  
  Thanks,
  ****
  

  
  

• Initial Complaint

  Date:04/05/2023

  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.

  Reviewed and signed the contract for a business remodel back in June of 2022 with the communication that if I signed the agreement that weekend, the work could start in July. Contract was signed and deposit sent. After numerous phone calls, emails and text messages, the work started in October. Framing, electrical, and HVAC and I paid for those activities. No other work continued until February 2023 after numerous attempts to get the work started. Finally, plumbers came by and marked the concrete and chippers came to break the concrete but left the debris in the middle of the floor. Also communicated that there was a water leak that the plumbers stated appeared to be caused by the framing. No communication to send someone to repair the leak. Also, I continued to reach out regarding the required building permit and that I wanted a copy. Multiple responses from the company that it was in process but ************** communicated it was not the case. Had my attorney deliver a Demand Letter back in February 2023 for a refund of the deposit due to a breach of contract. On March 27, 2023, talked and texted and was informed that a check would be delivered that day. As of today, I have not received the refund for the deposit amount.

  Business Response

  Date: 05/23/2023

  The ************** would not accept the customer's architect's drawings and by the time the new drawing was ready to go, the customer wanted to move on. 

   

  Although there are penalties for cancellation we decided to refund the down payment which is not legally required.  We have been working with the client on that and have an agreement on the repayment.  

  Customer Answer

  Date: 05/30/2023

   
  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.  Though I will not go into the legality of this matter as my Attorney has completed the review and has his decision.  I will not that we have come to terms on refunding the deposit and the company has until 1 September to make the refund complete. Based on resolution on 1 September, I will update accordingly.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/15/2023

  The company stopped paying against the settlement agreement that they created.  They only paid half the agreed to amount and are late as of August.  I am not getting any response from them.  What do I need to do to reopen this complaint?
  
  *************************
  

  
  

  Business Response

  Date: 01/09/2024

  First, the agreement to pay ****************** was only to avoid a threat of litigation.  We do not and never agreed that this was for money he paid ** and that money was no used for his basement.  It all went to his basement and that is why we invoice in stages so the customer is satisfied that work is paid for that way.  

  We continue to make payments but will not use other client money for that purpose.  So when business is slow like during the winter or holidays then that must wait otherwise bad business practices are being pushed.  

  He will receive payments this month and be done in February.  This for the record represents the company paying him more than we earned on the job and is what is called a loss.  

  Customer Answer

  Date: 01/19/2024

  I can only say that I have been more than patient regarding this matter.  The party in this matter is now in breach of three agreements.  The first when the party failed to initiate a building permit before beginning work which was a breach of the original agreement and a violation of city ordinance,  My attorney initiated a demand letter after reviewing all the evidence requesting the return of the original deposit for failure to meet the agreement.  The second breach was when the party signed a settlement agreement and failed to meet the terms of that agreement.  The third breach is not on the second settlement agreement that the party requested under their terms and failure to meet the agreement.  (I can provide documentation and emails to support this)

  As to payment, I made payment of $19,300 as a deposit back on June 14, 2022 which in alignment for the agreement was to cover Permit, wood order, plumbing, and fixtures.  I also made payments for labor as follows: Framing $6700 on October 20, 2022, rough electrical $7500 on October 22, 2022, and mechanical (HVAC) $4250 on November 5, 2022.  After terminating the agreement for breach, pulled the building permit and was approved within 2 days.  I requested the inspection for framing, electrical and mechanical, of which all failed the initial inspection.  I have covered the cost of these repairs to bring the build up to code.  I had to hire a structural engineer after the party ripped a hole in the basement for the plumbing.  The engineer asked why it was done this way.  That repair cost me an additional $8500. to fix so I could move forward with the remaining framing that was not completed and follow up inspections.

  This has taken up too much of my time and energy for a matter that the party cannot seem to manage, just like the build out.  I had worked in my fathers construction company for years and never in my life have I seen an organization so dysfunctional.  I would not recommend any one to work with this company, in my opinion.  And, I would recommend any clients of the party in the past to verify with their local city that a building permit was pulled in alignment with their ordinance.  If not, selling their home will run into obstacles that are not easy to remedy after the fact.

• Initial Complaint

  Date:11/19/2022

  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.

  Really deserves a 0 but since he FINALLY finished my basement to satisfaction, I guess a 1/2 of a star or at most 1 star is warranted. ****************' communication is the worse of the worse unless it involves him getting paid. I have never had any contractor NOT communicate with me via telephone, text, or email. Frustrating at the least. Signed contract on 03/31/2021, stated basement would be completed by 06/30/2021. One bedroom, rec room, and 1 bathroom to finish my basement. Rather than go through the months and months of agony and dragging you through the unprofessionalism of *******************. The basement FINALLY was completed to satisfaction 09/14/2022 when the final construction trash was picked up. To this date, no final walk-through has been completed with *******************, nor has a final inspection by the city, nor has he given me an updated contract stating the 10 year warranty he puts on his work. If you want to know the details of everything from contract signing on 03/31/2021 to 09/14/2022. Feel free to contact me ************. I have no problem sharing the headache and misery this contractor put me and my family through. Last contact with ******************* was a text on 10/19/2022, prior to that it was a text on 09/14/2022, in the 10/19/2022 text he stated, "Can we do a final walk thru Friday and then call in final inspection for Monday." I text him back immediately and told him my work schedule and my availability to do the final walk thru. As of today, 11/19/2022, I have not received a response back from *******************. This is the communication I touched on and the frustration I have come across since meeting ******************* and signing a contract with him.

  Business Response

  Date: 12/19/2022

  A few things -- we had some delays on labor issues, and a delay from the customer for about 3 to 4 months due to their own finances.  We accomodated the customer even though it led to some price increases in this inflationary environment.  None of those extra costs were passed on to the customer.  Further, even though we passed the plumbing inspection, there was a plumbing issue and a clog after we finished the flooring.  A terrible inconvenience for the customer no doubt but we did re do the plumbing and re tile that area at of course no charge to the customer.  

   

  We have also offered a 10 year written warranty on the basement something unheard of by our worthy competitors.  

  Customer Answer

  Date: 12/26/2022

  Hello,  
  
  ******************* from Sustainable Improvements contacted me via text and asked me to remove my complaint as hes trying to sell the business to someone else and does not want any negative complaints. 
  
  In the text, see attached, he stated he would send me an updated contact with the 10 year warranty as he stated. As of today, 12/26/2022, I have not received anything from *******************. He has also emailed me, I will attached those as well. 
  
  This issue is not resolved as he has not done a final walk through, no final inspection has been done by the ************************, and I have not received an updated contract with the 10 yr warranty. 
  
  Thanks, 
  ***** Powers 
  ************ 
  ********************************;
  ********, **., 80602  
  

  
  

  Business Response

  Date: 03/02/2023

  I am having an attorney prepare a proper extra warranty and that will be delivivered via email to **************** no later than Mach 4, 2023.  I have reached out to ******* for final inspections.  

  Customer Answer

  Date: 04/26/2023

  As of today, 4/26/23, I do not have an extra warranty, which I have asked for several times. As of date, no final inspection/walkthrough has been done with ******************* to inspect the work nor has the ************************ done their final inspection. 

   

  Thanks, 

  ***** Powers 

  Business Response

  Date: 04/27/2023

  I have sent the modified contract which shows a 10 year warranty which we know offer all our customers which is several years longer than the state required warranty.  As for the final inspection, it is simply a matter of the homeowner's schedule and mine lining up.  He normally just has 1 or 2 days available and structuring with the city and me has been a challenge.  But we are set for next week.