ComplaintsforIncore Builders Corp.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  see Attached document

  Business response

  09/16/2021

  *****
     Thanks for the chance to respond. First let me start by saying I do not want to in any way be disrespectful to Ms or Mr ******. I am positive that they didn't purposely say anything in the complaint that would be misleading, but I will address Items that are lacking information, to bring a clearer picture of the situation.
  
   The emails that were included in the complaint were the very last chain of emails. I will start at the beginning and try to provide an unbiased approach to the subject, even bring out areas where we could have done a better job.
  
  ( Once we reach, in order, the last chain of emails. The responses will be matched up via numbers listed to the left of the complaint.)
  
    Customer originally wanted a second home constructed on the property, which I told her was not possible because the property is zoned single family residence. After many meetings with customers about how to approach this project, she decided that a separate studio / workspace would be sufficient to meet their needs for now and that they would make changes in the future to better suit their desired outcome.
  
    We signed the contract with basic drawings attached, See contract exhibit A
  Note (agreement for drawings was for $2,500.00) which was separate charge than the $12,500.00 deposit as per the contract) We should have had customer make out two checks so there would be no confusion about drawing payment and deposit as seen in attached documents.
  
    Customer called after we signed contract and notified us that after studying the drawings attached to the contract that she wanted to make changes. (see email below) I told the customer over the phone that I would send her email of basic changes for her to look at but were not final drawings.
  
  
  ***,
  Please respond to this email, approved. When I receive approval I will forward to engineer. Thanks and have a great day.
  
  1. Remove one 3' x 6' window from the work space room.
  2. Change one window in work space room to 6' wide by 4' high
  3. Add 2 @6' sliding glass doors to the water front side of the first floor and 2@6' to the road side of the first floor (total of 4 added)
  4. Remove windows from the design above 14' sliders on the 2nd floor.
  5. Enlarge deck on water side from 8' to 10'.
  
  Contract states all change orders are $250.00 plus cost of change. there will be no charge for these changes. The only cost of these changes will be Labor and materials for enlarging the deck at an estimated cost of $1200.00.
  --
  ******* ********* CEO
  Incorebuilders.com
  ***** ********** ****
  ************ ** *****
  ************
  
  2 Attachments
   
   
  
  ***-*** ****** <********************>
  
  Thu, Mar 25, 3:35 PM
  to me
  Dear Mr. ******* **
  Please proceed w/all changes as we both discussed over the phone with you this afternoon & go ahead to forward it to the Engineer this afternoon.  Thank you.
  
  ***
  3/24/21 @3:34 p.m.
  2 Attachments
   
   
  
  Incore Builders <*********************************>
  
  Thu, Mar 25, 3:48 PM
  to ***-***
  Will do, thank you.
  
  End Of Email.
  
  Customer reached out to us again and proposed another change from a roof as shown in contract to a flat roof. (See email below)
  
  Hey ***,
  Engineer is now working with the truss company on your roof and floor trusses, said he would have drawings finished mid next week. See you soon
  
  --
  ******* ********* CEO
  Incorebuilders.com
  ***** ********** ****
  ************ ** *****
  ************
  
  ***-*** ****** <********************>
  
  May 8, 2021, 7:44 PM
  to me
  Thank you for your time
  Have a great weekend
  Happy Mother’s Day to your wife for me from both of us
  *** & **** ******
  
  
  Sent from my iPhone
  
  On May 7, 2021, at 2:36 PM, Incore Builders <*********************************> wrote:
  
  Incore Builders <*********************************>
  
  May 9, 2021, 9:01 AM
  to ***-***
  Thank you, you too!
  
  Incore Builders <*********************************>
  
  May 10, 2021, 9:18 AM
  to ***-***
  Hey ***,
  In PA at a funeral. I will send engineer email now and ask him about flat roof.
  Will be back in office Tuesday late afternoon. Talk to you soon.
  
  Incore Builders <*********************************>
  
  May 12, 2021, 8:14 AM
  to ***-***
  Hey ***, back from funeral.  Yes flat roof would save time and money. It would not be completely flat.  Respond back to this email and I will send you drawing to approve. Engineer Is waiting on mgt new drawing. Have a great day.
  
   End of Email
  
  Customer sent email approving looking into flat roof that also including other changes. (see email below)
  
  great go for and we need to add a stair from the roof for maintenance & 4 draining pipes to the ground as well.  Just received a new tankless hot water and heater.  

  please discussed the engineer to see the cost effective for aluminum framing for flooring since the cost of wood prices has increased due to shortage in cost of delivering for no wood available who know what is coming up on the news.
  
  Give me a call before 11:00 today.  I have a very tight schedules unless after 4:00 p.m.
  
  Thank you.
  *** 5/12/21 @8:31 a.m.
   
  On May 12, 2021 at 8:14 AM, Incore Builders <*********************************> wrote:
  
  Hey ***, back from funeral.  Yes flat roof would save time and money. It would not be completely flat.  Respond back to this email and I will send you drawing to approve. Engineer Is waiting on mgt new drawing. Have a great day.
  
  On Mon, May 10, 2021, 9:18 AM Incore Builders <*********************************> wrote:
  >
  > Hey ***,
  > In PA at a funeral. I will send engineer email now and ask him about flat roof.
  > Will be back in office Tuesday late afternoon. Talk to you soon.
  >
  >
  > On Sun, May 9, 2021, 9:01 AM Incore Builders <*********************************> wrote:
  >>
  >> Thank you, you too!
  >>
  >> On Sat, May 8, 2021, 7:44 PM ***-*** ****** <********************> wrote:
  >>>
  >>> Thank you for your time
  >>> Have a great weekend
  >>> Happy Mother’s Day to your wife for me from both of us
  >>> *** & **** ******
  >>>
  >>>
  >>> Sent from my iPhone
  >>>
  >>> On May 7, 2021, at 2:36 PM, Incore Builders <*********************************> wrote:
  >>>
  >>> Hey ***,
  >>> Engineer is now working with the truss company on your roof and floor trusses, said he would have drawings finished mid next week. See you soon
  >>>
  >>> --
  >>> ******* ********* CEO
  >>> Incorebuilders.com
  >>> ***** ********** ****
  >>> ************ ** *****
  >>> ************
  >>>
  Incore Builders <*********************************>
  
  May 13, 2021, 10:37 AM
  to ***-***
  *** please reply that the flat roof is approved.  Its just the basic shape so the engineer can be working on it. we can talk about access and water run off later.
  Attachments area
  
  ***-*** ****** <********************>
  
  May 13, 2021, 10:51 AM
  to me
  Approve &
  Make it walkable with a small storage area to store grill equipment with a stair for entry to the ground floors
  Thank you
  Great job !
  
  
  ***
  
  Sent from my iPhone
  
  On May 13, 2021, at 10:37 AM, Incore Builders <*********************************> wrote:
  
  
  <flat roof 1.jpg>
  
  End of email.
  
    Customer then reached out to us and asked if we could place concrete at her bulk head on the intercostal. I told her since we already had and existing contact we could just fill out

   a change order and add it. (see email below and attached change order Exhibit B.) ( note the difference in the email quote in the change order is she changed the width of concrete from 7' to 8'.)

   

  Incore Builders <*********************************>
  
  Fri, Jun 4, 3:31 PM
  to ***-***
  bulk head work,
  
  estimated 5100. materials
  labor 4200.

   

    We reached out to the customer and gave estimate of our schedule. The customer sent a strongly worded email about email in response to an email that I had sent her saying we 

  could not be out on the 6th because of rain, but would be out the next day. (See email below). Responses to this email are highlighted within email.
  
     
  
  Incore Builders <*********************************>
  
  Thu, Jul 1, 12:08 PM
  to ***-***
  Will be out on the 6th to start to form up, place steel, and pour concrete. Will take about a week to finish. See you then. Have a happy July 4th.
  
  Will not be out tomorrow due to rain.  Will let you know after tomorrow new schedule. Stay dry.
  *******
  
  ***-*** ****** <********************>
  
  Tue, Jul 6, 11:12 PM
  to me
  Dear Mr. *********/Incore Builders:
  Your team/nor no one show up and none of you were not show up today (7/6/21) per your previous email stated. 

    As noted above We sent her and email telling her we would not be there on the 6th due to rain
  On top of it that your staff create a major serious problems to our pier by cutting off a connecting landing to our revetment and failed to add any support to the landing pier. 

  The day we had available when we went out to prepare jobsite for concrete we cut back the dock a few feet in preparation for placing concrete . once the concrete was replaced the dock would have been bolted to the concrete. the dock was not secured to the bulkhead when we cut it back, it was simply resting on top of it.  This is serious issues to the integrity of safety and due to hurricane sea*** that will be creating a future serious problems that if there is storm surge is occurred during hurricane timeframe.  The pier is required to be solid to a supporting object and it cannot be sitting on a few concretes blocks.

  We placed the dock on concrete blocks temporarily until concrete was placed.

   

    The pier is an expensive costs to the property homeowner.  As a result, this type of work showed that is a very poor shady workmanship that creating by your team performance.  Please correct ASAP.  The pier is sitting without any inspection for over two weeks.  Unfortunately, this is very poor quality work from your  Incore Builder's Team.
  
  The bad weather projected and is coming on Wednesday (7/7/21) thru the area.  The only thing is praying that bad weather w/hurricane passing thru the area will not causing any damage to the homeowner pier.  This is a major serious issues that we will not taken likely to our property damages if there is a storm surge occurred in our location during this bad hurricane sea***.
  
  v/r
  ***-*** ******
  7/6/21 @11:11 p.m.

   

  End of email

   

        The dock was not damaged in any way and we immediately went out and repaired the dock back to its original construction and secured the dock to the bulkhead.(see attached photos of dock)

   

   

  Incore Builders <*********************************>

  
  Wed, Jul 7, 8:42 AM
  to ***-***
  Hi ***, sorry but we cant control the weather. Will be out tomorrow to discuss a way to move forward. Stay dry and have a great day.
  
  ***-*** ****** <********************>
  
  Wed, Jul 7, 1:59 PM
  to me
  FYI.  The weather forecasted that it is going to be rain all day tomorrow.  You should stay home instead of.
   
  ***.
  
  Incore Builders <*********************************>
  
  Wed, Jul 7, 2:22 PM
  to ***-***
  Ok, thanks for the heads up. will see you Friday morning @ 8am

   

  end of email

   

    When we returned to the jobsite, the customer instructed the crew they were not doing things right. The only thing that had been accomplished was driving some stakes and putting up the beginnings of form work. The customer then expressed she wanted to change the bulk head and gave us a new list of  requirements for the bulkhead. (See email below and attached shop drawing exhibit C)
  
  Incore Builders <*********************************>
  
  Fri, Jul 9, 11:21 AM
  to ***-***
  As per your request, attached a new bulkhead design. We reconnected the deck we had cut back to prepare
   for bulkhead and removed 6" form boards that were part of our original agreed upon design.
  Please approve the new drawing with new depth of concrete and required pilings to hold up the new weight load. Once approval is received I will send you a new material list, cost estimate for materials, and labor charge for this design. Have a great day.
  
  *******
  Attachments area
  
  ***-*** ****** <********************>
  
  Fri, Jul 9, 1:51 PM
  to pb******, me
  Approved pending the new quotes,  please send me the new price.
  ***
  7/9/21/ 1:50 p.m.
  Attachments area
  
  ***-*** ****** <********************>
  
  Fri, Jul 9, 4:25 PM
  to me, pb******
  Dear *******:
  Are you working on this price quote?
  Thank you,
  ***

  just spoke with **** at nexan, he put me in touch with sales guy named ****** and he said they are no longer providing framing.

  Labor for new bulkhead design not including piling installation will be $15,400.00

   

  *******

  

   

  ***-*** ******<********************>	Jul 12, 2021, 1:11 PM
  topb******,me

   

  Dear Mr. *********:

  This increase is beyond our budget estimated cost.   Your new final in labor is increased three times to us more than previous costs. 

   

  What is else is going to increase besides your labor costs quotes?  I believe that is too much for us to handle it.

   

  Please excuse us on this new prices quotes.  It is very difficult to me that why it is change and based on what will be increased.  Sorry, this concrete work/job project is ended here.  We cannot pay your newly increased in labor costs prices of over/or almost 16K.

   

  Thank you for the Incore Bldrs. Team was cutting our pier landing connection support to our pier.  Eventhough, you used our wood/lumber to fix it but it is too late.  I spent two weeks to pull weeds in various areas on the revetment to correct by repacking it the soils and clean out the weeds that were dumped it to the entire area here and there.  The entire areas were clean up by me after the facts.  

   

  The storm surge/hurricane water rising can surge & will destroyed to any surrounding area by any impervious land property.  I have been facing the Isabel hurricane and we lost two boats and two lifts by water rising and win damages. 

   

  The old pier was built in sections of composite decks materials was destroyed by storm surge and current replacement pier is only built one year old and it is very expensive due to damages of water rising and storm surge.

   

  Again, thank you.  Please call me if you wanted to discuss further.

   

  v/r

  ***-*** ******

  7/12/21 @ 1:11 p.m. 

  

  

  Incore Builders<*********************************>	Jul 12, 2021, 2:02 PM
  to***-***

  ***-***, The new plan you approved is extensive in labor. 

  Please feel free to get other quotes. We had labor involved in beginning preparation to do work as originally planned until you stopped us and wanted to make changes. We will not be charging for that time. I will let you know when I hear from the engineer about your desired roof truss changes. Have a great day.

  *******

   

  End of email

   

     We then told the customer via phone conversation that we were notified by the truss engineer at *******r and ***s that due to the changes there would be no further changes quoted until a deposit was made with *******r and ***s.

  I notified the customer about required deposit and that it was not part of our contract that she would come out of pocket and make a deposit but that amount would be applied as a credit to the contract. I then sent an email for fianl confirmation about roof design with no responce. (See attached exhibit D quote from *******r and ***s.)

   

  Incore Builders<*********************************>	Wed, Aug 11, 1:36 PM
  to***-***

  this is price for 4/12 pitch trusses, let me know if you want to go with flat or 4/12.

  

  Attachments area

     The next communication we received was that customer had paid *******r and ***s deposit and forwarded them incomplete drawings that We had sent to her just to preview. We were not notified, as we were still waiting in response to the email question about the roof as listed above.  (note that *******r and ***s had already given us price quote dated 8/11/21 based on drawing that we had supplied.  We then received a response to email from 8/11/21 answering question about roof pitch.

  Dear All:

  Please proceed w/roof of 4/12 trust plan as discussed this afternoon 8/31/21 @4:55 p.m. by phone discussions between *** & *******.

   

  Thank you for every one effort involments to complete this task for us.

   

  v/R

  *** & **** ******

  8/31/21 @ 5:01 p.m.

   

   

   We recognized the customer was frustrated and began to look for other ways to help as seen in the email below.

  
  On August 31, 2021 at 2:19 PM, Incore Builders <*********************************> wrote:

  Hey ***, I have left several messages with *******r, waiting for them
  to call me back. As per our conversation I have changed the roof
  layout again as requested. This is the least expensive design
  possible. Please reply "approved to the roof attached to this email"
  and will convey that to the truss engineer at *******r. Please do not
  forward any drawings I send to you as each subcontractor will require
  details that are not included in other subcontractors drawings.
  *******r did have relevant information they needed in the first email.
  they just didn't go back and check that email. They just looked at the
  second. No worries, but if you take action with subs and I don't know
  about it this project will continue to suffer delays that are out of
  my control. Rocky start, but we can work through it.
  The other option would be for me to just pull the permit and let you
  handle all. You are obviously capable. You would save about 25%. We
  would need to add an addendum to the contract to do that. Let me know
  what you want to do.
  
  --
  ******* ********* CEO
  Incorebuilders.com
  ***** ********** ****
  ************ ** *****
  ************

   

  Begin response to complaint. 

  (see corresponding numbers listed on attached copy of complaint)

   

  1.  I recognize and respect the customer's situation and do not wish to disrespect them. As a fellow veteran I thank Mr. ****** for his service. That being said, It's important that all involved understand all the facts at hand and while this has nothing to do with the actual contract. We believe it is relevant. We feel like the Statement "fixed income" needs to be addressed. The customer owns 2 homes, both on the water and just recently purchased a 2021 Corvette and a 2021 GMC truck. This does not mean they are not on a fixed income but we believe the statement "fixed income" may not fully represent the situation.
  2. This was the second attempt to help the customer move forward , in that, we were offering her a refund of the unused portion of deposit even though the contract states there is no return of deposit.
  3. *******r and ***s already had building measurements needed. They had already given me a quote on trusses. Our mistake was giving customer direct contact of engineer to customer as this upset the engineer and caused further confusion.
  4. As the customer had told me many times before that she had built her own home in Maryland, this was the rea*** for my first offer to just pull the permit and let her handle construction.
  5. As mentioned earlier, the customer was forwarding incomplete drawings to subcontractors against my request that she stop doing that.
  6. As mentioned earlier *******r and ***s engineer had already quoted trusses based on building measurements from previous drawings (note, *******r and ***s did nothing wrong and remained very profesional during the many change requests)
  7. As mentioned before our last emailed attempt to rectify the situation.

   

  Our offer still stands to return the unused portion of $12,500.00 deposited funds to the customer, minus extra drawings, and other related charges. The $2500.00 fee for drawing has been completed, we would also like to offer her another set of drawings including all of her final changes. Thanks for your time, We look forward to resolving this matter in an expeditious manner.

   

  Please let us know if you need any other documentation for verification purposes.

  Attachments will follow on seperate email

  
  
  --
  ******* ********* CEO
  Incorebuilders.com
  ***** ********** ****
  ************ ** *****
  ************

  Business response

  09/29/2021

  To whom it may concern:

  We are willing to resolve this matter and will leave the decision with The BBB and abide by their recommendation. Thank you for your efforts in resolving this matter.

  ******* *********

  Incore Builders Corp. 

  Customer response

  10/02/2021

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  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. ↩