Complaints

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• Initial Complaint

  Date:07/25/2023

  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 hired AccMastercraftfl Roofing *** to put the inside of our home back together after Hurricane ***. Our first deposit was 1/31/2023.To date we have paid them $17300.and $752.86 to the sub **************************They sent their one and only sub-contractor (*************************) to us on 2/15/23 and it took 2 weeks for him to start work.The first day he told us he had a crew of 5-6 guys driving from the east coast to get to work.It was a lie.No one ever came and instead we found a car days later in front of our home with a sign saying handyman whom our sub hired off the internet.These 3 men had no idea how to do drywall/insulation at all so after a few days, our sub fired them and tried to fix what they had done.The drywall needs redoing in places around our home because the next guy he hired didn't know how to drywall, tape, and mud.We're not sure that we have any insulation at all, as we saw very little the first few days only.The sub wasn't at our home much so each time we came to our home, something else had gone wrong.Tiling needs redoing because 5' long shower doesn't drain due to pan having no slope.Pan put in level so water doesn't drain.I use a big broom to get it down the drain after showering.It all needs to be torn out and fixed.Barn door hanging but not finished, rooms not completely painted including garage.We paid extra for things not finished or needing redoing.This job has been abandoned by the owner and I had to fire the sub because he just couldn't do the work properly.AccMastercraftfl is demanding we pay the balance $15850.00 by 7/31/23 by 5pm or a lien will be placed on our home.The home is not finished & we cannot allow the previous sub to "fix" it.We want to get estimates from others who can get our home back together and have that amount of money deducted from Acc's balance to pay for our home being completed finally.Going on 6 months now.Owner ***************** will not budge, mediate, or make this right.My husband is a veteran and we're both in our late 70's.HELP

  Business Response

  Date: 07/31/2023

  ACC MasterCraft has completed all work that we were originally hired to perform, along the course of the repairs, the homeowner added several more items onto the list of repairs she wanted completed. Everything that ACC MasterCraft invoiced the homeowner for was completed. Additionally, we deducted money from her invoice for items that she was not 100% happy with.
  
  All of our employees/subs know and understand how to do the work for which they were hired. ACC MasterCraft sent several crews out to the homeowners home to perform work, however after working in the home for some time, none of the crews wanted to return due to what they felt was a hostile work environment. ACC MasterCraft did not abandon the job, we completed all work we told her we would, however, we no longer have any more crews that are willing and able to perform additional work or make the minor adjustments to the items she was not 100% happy with, hence the reasoning for providing her with a discount on her invoice.
  
  In regards to the shower, there is a slope and the water does drain, however it drains slowly and after 30 plus minutes it can back up; the homeowner had another shower with a similar issue and ACC MasterCraft paid to have a plumber come out to take a look at the install and the pipes, and found that there was no issue with the install, but did find a clog in the pipes under that shower, it has been suggested to the homeowner to have a plumber inspect the pipes under this shower as well, as the plumber mentioned that there was a back-up in her pipes, which we had nothing to do with and never touched.
  
  In regards to the barn door, the door was selected by the homeowner, the area in which the door is located also has framing around it, the homeowner wasn't happy that the door was not flush to the wall, which with the framing, and the hardware provided for the install by the door company, is impossible as the hardware for installing the door brings the door out and away from the wall. The door was installed to the specifications provided by the door company, this was explained to the homeowner several times.
  
  All painting was completed with primer and 2 coats of paint, however because only portions of the walls were in need of repair/replacement there is a slight difference in texturing on the walls, this is normal, as the person that completed the walls originally textures differently, this is something that is common industry wide, each person that applies a texture will apply it slightly different.
  
  Regarding the tiles, the homeowner's tiles are beautiful and there is nothing wrong with them. She is unhappy because after they were installed she had furniture and appliances brought into the home and the companies that she used for those items did not take care to protect the floors when they brought in those items. We can not be held accountable for the actions of others in this case.
  
  Again, as this has been explained to the homeowner on several occasions as we reviewed the invoice with her via email, phone, and in person and even went out to her home to discuss the concerns. ACC MasterCraft only invoiced her for work that was completed, we provided her with a deduction for work that she was not completely satisfied with.
  

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20371086
  
  I am rejecting this response because: none of it is correct.  They did not complete their work and some must be redone due to the poor quality of sub contractor.  Sub that was sent to us did not know what he was doing and botched a great deal of our home. AccMastercraft contract promised professional licensed and insured workers.  We got none of that One employee came to our home named ************************* and he was our. only sub.  He hired several other workers who also botched out drywall, tiling and other items.  Never did we have a CREW.  The first day ************************* told us there was a crew of 5 coming to our home to get started.  No one ever came for days on end. AccMastercraft had already sent out their great crews to much bigger jobs and took our job not knowing who they'd send. Our master shower does NOT drain and must be redone at their expense. The sub stopped up our other shower and we had to pay a plumber to fix it. No one said they wouldn't come to our home, we had to fire the sub ************************* and his helper who was an illegal alien. No one including ***** knew this guys name for weeks.  ******* called him **** and even ***** texted his name to us as *********  His name is ****!!We did NOT pick out our barn door, saw it for first time when it arrived. No problem with the door, just the hanging of the door. Painting not done properly, some areas missed and garage not finished. Our floors do have a place that needs a professional flooring person to fix. ******* put in our flooring very early and didn't cover to protect it. Dragged filth in and out of the home for month and 1 floor panel damaged. We don't have tile. *********************, owner,  does not know anything about our home progress or mess as he wouldn't have the courtesy to come to see all our proof of this companies sloppy work. His son came out to *******, agreed some of it was bad and needed redoing, went back to the office and sent last bill demanding payment for things not done and things needing re-doing. We were shocked. Then blackmailed us for the money by threatening lien on home and a lawsuit.Since I'm 78 years old, we buckled and paid because of the pressure.  Each paragraph ********************* wrote here has at least one lie, some more.  He has proven to us that he has no integrity and does lie. They gave us nearly no discounts and got almost all of their money according to their estimates. We do not want this happening to anyone else because after almost 6 months of them s******* around, we still have an incomplete home. It cost us over $5000.00 per month to stay elsewhere, pay our mortgage, care for our dogs at a kennel, etc. while they dragged their feet with excuses that made no sense.  ************************* spent very little time on the job. AccMastercraft and ********************* does have a FL contractors license and he allowed ************************* & **** to work under his license.  Perhaps this should also be looked into.  I have a folder full of pictures of the mess but I'm on family business in MI right now so can't send them.  I'd be happy to send them to the BBB when I return home.  Thank you, *****
  
  Sincerely,
  
  ******** (*****) *******

  Business Response

  Date: 08/08/2023

  I am not sure that it would be possible for us to respond so that the homeowner would be happy. As we stated in our prior response, everything that the homeowner was billed for was completed. We stand by our prior response, however we will address some items below:
  
  
  While there is some work, that we are no longer going to be completing (due to not having any additional crews available to work in her home) that work was never started and the damages to those areas are not due to us or anything we did, but due to storm damage. She was not ever billed for this.
  
  
  Additionally, the homeowner is claiming that the workers we and our sub hired were "illegal aliens." This is not true and the hostility that this comment alone has, is the reason why so many of our crews refused to return to her home. Comments like this are extremely racist and made without merit or proof and we will NOT allow our workers to be abused or berated in this manner. However, we kept sending crews to her home so that we could complete this project for her, until we finally had no one else to send. We did everything we could to complete this project for her and in the end it was due to comments like these that led to us cancelling the remaining items that we had yet to start and the reason why the project took longer then expected, as we had to keep finding new crews to work on her home.
  
  
  Additionally, the homeowner stated "The sub stopped up our other shower and we had to pay a plumber to fix it." This is not true. ACC MasterCraft paid for a plumber to come out to the home to inspect the shower and found that there was an issue with the piping underneath the home and not due to our work. The homeowner did not pay for the plumber. As mentioned in our previous response, the homeowner should have the drains under their Master Shower checked for the same issues, especially since the homeowner experienced flooding and damages from a hurricane and drain clogs are one of the most common causes of plumbing problems after a flood. Again the homeowner has been advised of this.
  
  
  The homeowner most definitely DID pick out the barn door she wanted installed, as it is out policy to not pick or choose any items for the customer. All flooring, paint colors, doors, etc. are chosen by the homeowners as it is there home and they will be the ones living in it, so they need to like, and therefore choose, the items that are being installed. As mentioned in the previous response, the door was hung to the specifications and with the mounting equipment provided by the doors manufacturer, the mounting equipment, along with the moulding around the door, does not allow for the door to sit flush against the wall. Again, the homeowner was shown and advised of this.
  
  
  Yes, the owners son did visit the homeowners home and spoke with her, however, while he did advise her that we could redo some items that she was not 100% happy with, he never stated that he agreed they needed to be redone, he was only going to have them redone to make her happy. However, as mentioned before, we had no other full crews to send to her home and the sub (*******************) was going to go there personally and redo the work for her and she refused to have him do the work. Therefore, we advised her again that we had no one else to send her and that we would deduct the items from the invoice (which we did).
  
  
  Our Sub laid the floor down and it looks great, we can not control that the homeowner had other workers and deliveries occurring that messed up the cleanliness of the floor or that those companies did not take the proper precautions to protect her home while they were doing their jobs. 
  
  
  We have photos and have provided them to BBB of some of the completed work and the house looks beautiful. Yes there are a few small items that could get redone, but again the homeowner refused to let the sub complete the work himself and has gone through all the crews we had to redo some of the minor touchups. 
  
  
  There is no work that was not completed or not completed to her satisfaction that she was billed for. Anything that she was not 100% happy we with either gave her a discount or removed from the invoice completely. This is something she has been advised of. She has copies of the initial invoice that was sent to her and the new invoice, she can clearly see that discounts and deductions were made, so to claim that we did not provide her with any is not true.
  
  
  We did not blackmail the homeowners in anyway, that would imply that we had some sort of secret about her, obviously we dont. ACC MasterCraft provided the homeowner with a service for which we completed; again no work the was not completed was on the invoice. The homeowner is required to pay for that service, we tried to work with her and discuss the issues with her, but could not come to an agreement with her. 
  
  
  Again, we stand by this statement and the previous one. The homeowner was only invoiced for work that was completed and that she was happy with. Work that we were unable to complete (due to the crew issue) she was not charged for. Work that she was not 100% happy with she was either not charged for or provided a discount for.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20371086
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** (*****) *******

  Customer Answer

  Date: 08/16/2023

  Hello Brea L.

  Please resend me a form to answer our contractor company.  I did something wrong when I tried to respond yesterday.  I'm so sorry but I would like to answer their response asap so I can get past all this.    Thank you so much!  *************************

  Customer Answer

  Date: 08/16/2023

  This company has no intentions of doing anything for my husband and I.  They have lied, abandon our job all while getting paid in full for WORK THAT IS NOT FINISHED.  I truly never thought they would make good on what their contract said because, after reading another complaint you have against this same company, those people never got anything but lies and no admitting as to the poor workmanship their company does.  They also never finished the other job.  They continue to get away with bad workmanship and keep on going.  Reporting to you as the BBB, I thought it should be known as to what type of contractor/roofer this is.  Very bad, liars and I have proof of the shoddy work, but no one is listening.  I don't know how to attach my pictures of the horrible work, so here we sit.  I'm complaining for those in the future who want to know about AccMastercraftfl Roofing owner ********************* and their sub-contractor ************** owner  *************************.  Both companies do very bad work, ruin items we purchased like our flooring and tile to name just a few, do not show up in a timely fashion, hire people they don't know to do work on your property/home, and will leave you hanging with threats of law suits, liens and heartache.  PLEASE BEWARE OF BOTH COMPANIES.