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:10/17/2022

  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.

  A crew came out in July to replace a vapor *********************************** as well as replacing a subfloor in 1 room & bracing soft spots in another. The crew said they couldn't re-use the existing floor if they replaced the subfloor even though ****, the estimator, said it would be. I was told they could replace the subfloor & for another fee, come back & install the new floor after I bought it. Then I was told they couldn't do the subfloor unless I was willing to have 2 inch step down with a transitional threshold. I did not want that so they said they could brace the spots from under the home. They did not brace the spots & never supplied any photos prior to beginning the work, during the process or after completion as I was told I would receive. I have called & emailed numerous times & have spoken to *********, *********************** I was told they never brace subfloors w/out charging, but **** wrote it on my contract so they would honor it. I was told **** was fired for making promises like that. A crew showed up & took care of 1 spot. *****, a crew member, told my wife they would come back another time because they were starting a big 7,000SF job down the road & the customer was paying a lot for the work. My wife explained we paid them $5,300 & our job isn't complete. ***** stated he had his orders & would call me to discuss, but that never happened. After several more calls, I was given an appt. for a Thurs. by ****. They showed up on Wednesday & were upset that no one was home. We work, and my wife scheduled time off for Thurs (day of the appt.) Since then I have sent 3 emails with no response. I did speak to ****************** said he wished he had the authority to do something, but he doesn't plus they were extremely busy due to Hurricane ***. I told him I understood that, but I've been waiting since July to get this resolved. He said a manager would call me back very soon, but still no call. Now every time I call I get their voicemail & no one calls back.

  

  Business Response

  Date: 12/12/2022

  We went out to do this job three different times and we talked to owner of this house  on ever time we came to the house we made contract with the homeowner  The job had to be done from the top not the bottom. and the home owner didn't have the money to have the job done properly, there for the job was not competed.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18226657
  
  I am rejecting this response because: the business is stating false facts.  They made several appointments and either cancelled or came on a day other than the date they stated.  It has nothing to do with money.  We did not want to alter the home and have to "step down" into the bedrooms which is the only way we were told they could replace the subfloors.  They were supposed to brace the soft spots from under the home per the contract.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/15/2022

  Type:Billing 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.

  Back on the 9th of Dec, 2021 we had Freedom Vapor Barrier, LLC ( **********************) provide a quote on our home due to water damage. Per proposal and agreement they where to "rip out what's left... (reinstall) (8 batts) (on the) back side of house... lift & seal ducts... foam pipes." This company also providing a Lifetime Threaded Vapor Barrier Guaranty. They were scheduled to come out on Tuesday, December 14, 2021; I am pretty certain that didn't happen and it was rescheduled; however, I cannot recall those dates. Fast forward- they are here for install. The group was out and in if the house within 45 mins. I didn't realize I had to babysit to ensure the work was done. Unbeknownst to our family they never did the work correctly, and we didn't find out until going to complete the renovation in our bathroom. They left all soaking wet insulation- that was to be remove -and stuffed the new stuff above and below it. The vapor barrier itself wasn't even attached properly and hanging in areas. We called and they came out to do repairs; however on three separate occasion I had to personally go under the house, and call the owners to complain! I provided and honest review on Google over this, with picture supporting all claims. They had to go back under my home three separate times after telling me they were "done." I have videos showing the same. We called today to request a receipt for the services we paid for in full. The owner, Rob, is refusing to provide us a receipt stating to my husband that one will not be provided unless I remove my review on their company because "it's causing them issues." We need a receipt, we paid in full and this company has sales tax listed on this receipt. It is necessary for our home insurance claim, and for tax purposes at the end of the year. I have tried contacting numerous times today and have yet to receive the receipt. I was hung up on when trying to discuss getting this receipt.

  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 16, 2022/07/28) */ ***Document Attached*** To whom this may concern: Unfortunately this is going to be a case where the only thing that both parties can mutually agree upon is the date that the inspection/estimate occured (12/9/21), the original date that the work was supposed to start (12/14/21), and the delayed date that the work was completed due to a Covid-19 concern with our employees (12/21/21). After Mr. ******* called our company in mid March to inform us that he was requesting additional insulation to be installed (more than what was originally agreed upon and paid for), we immediately sent our employees back to his house to attempt to satisfy his request. Upon arrival, our employees were greeted by his wife (the same person that filed this complaint), who was acting very combative and obnoxious right out of the gate. Mrs. ******* also took it upon herself to run around the jobsite taking pictures and videos of our employees, aggressively invading their personal space, almost taunting them, as they were trying their best to finish installing the additional insulation that her husband had requested. Mrs. ******* even went as far to post a negative review on Google about our organization before she even gave our workers a chance to actually finish the job in the first place on the exact same day. Above and beyond the unprofessional and terrible experience that is described above, we attemted to send out one of our Quality Control inspectors to verify that everything was completed in a satisfactory manner. Instead of Mrs. ******* welcoming the additional inspection, our employee was threatened to have the police called on him to issue a trespassing ********* which she actually admitted too in this baseless complaint! With this written response we have included a copy of the original inspection sheet (which was provided to the ******* on 12/9/21), and also a copy of the sales receipt notating that they are paid in full (the same one that was mailed to them on 12/22/21). Consumer Response /* (3000, 18, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is absolutely not true, the original document and quote is written out stating that the entire back half of our home was to have all existing insulation (that wasn't already previously removed by our handyman) removed and replaced. I still have this document. You're avoiding the issue at hand. The issue came about months later when we finished our bathroom remodel to find that your company NEVER removed the old insulation putting new insulation on top of the soaked and molded insulated causing potential health concern. We continued to find out worse information as your crew worked under our home. None of the old insulation was removed and all the new insulation your company had removed was destroyed from the moisture of the old insulation. I have photo and video evidence of ALL this information. Your office most definitely did not install more insulation than was quoted. Unless you're referring to your company having to remove the half job they did; that literally took the first crew 1 hour to install. Who all appeared under the influence (a whole other issue not included in this.) With regard to you having an inspector come to our property, that is absolutely false. Your office has not once attempted to schedule nor contact us to send out an inspector. Nor has an inspector come to our home. I would like the date you claim this occurred. With regard to "taunting" your employees, that's also completely false. Your employees were angry because they were having to redo the entire job and the supervisor on the job site even stated that the job done was not done properly and attempted to apologize. I was also not under the house while your employees were down there. I waited until your employees either called me to check, or removed themselves from our crawl space. With regard to me "running around the job site" this is our home, I will most definitely supervise walk around our property as I please. I attempted to call you while your staff were on the property and you never called me back. Even telling me you've had issues with one of your employees as soon as I explained the first issue on the job site. If it wasn't for me checking, we wouldn't have ever gotten quality service and our water issue would still be an issue. So again, an inspector will need to come out to the property to check the job was done properly and up to code. Otherwise I will take further action. Your company is mad over a bad review, when you should be mad at your staff. I wouldn't be filing this complaint if your staff attempted to rectify the issue. Also I'd like the clarify the employee I told YOU I would trespass if he didn't chill out with his temper was NOT a Quality Control Inspector. This the same employee that you and other staff stated you've been having issues with. Baseless complaint? I wouldn't have had to come to BBB if your company provided us with what we needed, in order to submit proof of repairs to our insurance company. You refused to provide this info because you attempted to coerce me into removing my very honest review. (Which I might add, you have more than mine saying the same exact stuff.) one of your customers has even photographed your employees DRINKING ON THE JOB then Driving!! We want the assurance that our family is not going to have to worry about mold, because lack of competency in repairs on your companies behalf. Please stop with the lies and do what's right. Business Response /* (4000, 20, 2022/08/05) */ To whom this may concern: When Mrs. ******* filed her initial complaint she requested that there was only 2 things that needed to be accomplished for her to be satisfied with our company moving forward: -1st: An itemized receipt that she could provide to her insurance company for a claim she was wanting to file, as well as for tax purposes at the end of the fiscal year (document was provided by F.V.B. in the original response). -2nd: Sending another Quality Control agent to her residence for an additional inspection. F.V.B. would have no problem or issue with providing her and her husband the additional reassurance that her job was completed properly by sending another Quality Control agent to their residence in a timely fashion. Please advise moving forward which week would work best for the *******' household so we can choose a specific day of that week that works best for both parties involved. Consumer Response /* (3000, 22, 2022/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are not asking for a employee of your company to inspect a thing. We don't trust that the work was ever done properly since it had to be completely torn out, and we are now experiencing new mold growth on our brand new subfloors because of this issue! We are asking that you outsource a home inspector or inspection agency to inspect what your company has done for accuracy, to ensure it is up to code. We are asking for a licensed inspector to check the job. We have no reason to trust your companies opinion after everything that has gone on, and after the way you have dealt with this issue and treated us because of issues your staff caused! Also please provide insurance information and licensing for we may have to make a claim for damages in our bathroom! If the soaked and molded insulation had been removed as promised our brand new subfloors would not be affected!