ComplaintsforSafeguard Solutions LLC

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We chose Safeguard Solutions to remodel our master bathroom based on their quoted price ($18.4K). Throughout the job, Safeguard has refused to complete work without adding substantial additional charges. We were pushed to accept Time and Materials pricing (we declined) or to approve large increases without an itemized bid ($10K more at one point). To reduce this, I agreed to install vanities and hired an electrician to deal with all electrical items. With a defunct bathroom, we reluctantly agreed to an additional $7.2K for Safeguard to finish everything except for the vanities and electrical. Otherwise, they would have stopped work well before it was finished.Numerous quality issues and construction mistakes surfaced. Safeguard Solutions was presented with a list of issues in early September 2022, including incomplete work. We made multiple requests to the owner for a walk-through to address our construction issues. The final payment ($7.2K) was withheld till he addressed our concerns. He agreed to meet 'when he was less busy.' We waited. In late November, the owner contacted us via email, threatening to file a lien if we didn't pay, and offered an $850 credit for bad work. While I appreciate the offer, we have since paid 2 professionals to inspect work performed by Safeguard. In both cases, inspection revealed sub-standard work.Items include:Toilet plumbing not to code Closet openings not built to specs Framing that is not plumb and not square (well outside of industry standards)Cracked tile Two 5' walls are notably out of square - requiring significant $ to fix Toilet and W/C door not installed Fireplace framing off center I am willing to live with the non-square 5' walls to avoid months of demo and reconstruction IF Safeguard agrees to accept a final payment of $4,325. This amount covers the low bid of $2,875 to remediate quality issues, excluding 5' walls.I have reached out to Safeguard many times in the last 2 weeks with no return communication.

  

  Business response

  12/22/2022

  Issue has been resolved. Please contact reviewer to remove the complaint. Thank you! 

  Customer response

  01/10/2023

   
  Complaint: 18601509
  
  I am rejecting this response because:

  I am rejecting this because there was no resolve other than I paid the balance in full to avoid the lien and lawsuit I was threatened with if I did not pay in full .  The issues as stated in my initial complaint remain unresolved - work was done that is not code compliant or falls short of what is acceptable by industry standards (per the opinion of 2 different trade professionals).  I am now paying a professional thousands to fix the numerous mistakes of his company.

  Sadly there was no attempt or acknowledgement of anything in my complaint, other than he underbid the work, and wished to lay blame on me for "changing plans throughout the project, stepping on everyone's toes and making last minute decisions that you now expect us to change and fix". Certainly not the sort of communications I would expect from what I thought was a professional company.
  

  And yet the original blueprints, numerous texts, and even 3-d renderings of what I wanted done were drawn up before the project began and are functionally identical to the finished (and I use the term loosely) product.

  I would in no way ever use this company again, nor would I recommend them to anyone.
  
  Sincerely,
  
  *************************

  

  Business response

  01/24/2023

  This is all, unfortunately, a word vs another's word about a situation that the customer has paid on a job completion. After the job was completed, the customer had months alone with the project to do whatever it was he did, on his own or with the assistance of others not associated with Safeguard. Unfortunately, again, we are not sure what happened during that time period. The job was completed, the customer paid on the final invoice with roughly 15 thousand dollars in discounts because they could not completely pay for a project they did not properly budget for with all of the changes made throughout, and the job has been closed. This is the first time we have ever had a complaint in the time we have been in business. Seven figures worth of work and years of doing this, we have never recieved a complaint. We have had nothing but perfect feedback from all but one customer in this time frame. We have maintained all BBB standards and we have the countless customers to attest to all statements made in this comment. We are a company of integrity, value, service, and commitment to the projects we are hired to do. Once again, if it takes testimonies from all of our customers to prove this, all I have to do is ask, and they can get those written up, because that is how our customers view us. I ask that this complaint goes no further; that no negative review is posted, and that the customer attacking our company full stop this. Thank you. 

  Customer response

  02/03/2023

   
  Complaint: 18601509
  
  I am rejecting this response because:

  None of the issues I raised were addressed.
  

  My initial complaint to the BBB included pictures of the substandard work done by Safeguard Solutions. These pictures were taken when Safeguard Solutions was working on the bathroom. I have also attached a 9/7/22 email correspondence referencing many concerns with Safeguard Solutions. Despite Safeguard's claim,everything is well documented with text, email, and photos. All photos have dates embedded in them, and numerous third parties saw the work in question.His claim we somehow 'sabotaged' the bathroom is preposterous. Also -Drawings, renderings,and blueprints clearly show little deviation from the initial plans.

  
  We asked Safeguard Solutions for a quoted price. We signed a contract for $18,400. Despite numerous requests and pleas, that is the only written form of pricing we received from Safeguard Solutions. We agreed to a verbal variation to the contract for a couple thousand more to move an air return duct and bathtub plumbing. We were counting on Safeguard solution to provide a reliable quote, with documented and agreed-upon variances to the price, and not time-and-materials pricing, but we were told they would not finish the project unless we paid more. When asked how much it would take to finish the project, we received a text stating, "sure I can send you the invoice if you want as soon as I get home. The crux is that everything you'd owe us to do everything except the vanity and countertop is *****. and you have already paid part of that."  The invoice was never sent. We agreed to the variance expecting all work would be completed according to industry standards.  It was not.

  
  But more important is the bad framing work and non-code-compliant toilet plumbing that led to work needing to be redone. All of this is in my initial complaint to the BBB, and unaddressed by Safeguard Solutions.
  

  In the interim, I have paid $3,377 to a skilled contractor to repair and camouflage the shoddy work performed by Safeguard Solutions. To completely fix the framing issues would require starting over with large parts of the bathroom. I can also supply a letter from him, if needed, documenting his observations.
  
  Sincerely,
  
  *************************

  

  Business response

  02/17/2023

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 

   
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. __X__Tue. ____Wed ___X_ Thurs. _X___ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning _X___Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  

  Business response

  03/16/2023

  Waiting on BBB mediation. Just sent an email reply to BBB regarding this. As of my last interaction, I was told BBB was waiting on a response from the complaining party. Please see attached. 

  Customer response

  03/17/2023

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

*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. ↩