ComplaintsforQuality Craftsmen

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Quality Craftsman for a complete bathroom remodel on 2/16/2024. On May 20th, the installers begin working on the bathroom. Today, as they were setting up, they received a phone call, and without providing any reason, they picked up everything and left. The installers could only tell us that management instructed them to pick everything up and leave. We attempted to contact the people we had dealt with previously for answers; no one answered, and all calls went straight to voicemail. We had an officer come to take an incident report for our records. Later in the day, my husband received a text message with pictures of the bathroom stating that the electrical was not in code - the pictures were from February 17th, when we had started demolition to see what we were dealing with, and some electrical was exposed. Those are the photos on which they based their decision instead of the new images the installer sent or instead of getting clarification from the customer. Mind you, the installer received a call from his manager telling him to leave while my husband was beside him. The manager could've just told the installer to pass the phone along to my husband so he could explain the problem and resolve it immediately - the electrical is complete. They could've sent someone out to inspect prior to blowing off a 23k job. They could've communicated. They could've looked at the pictures the installer took daily and seen the completed electrical. I can think of numerous other ways that this could've been handled. Furthermore, we are on the third installation day; Quality Craftsman should have addressed any issues before installation since day one. Now, I have a bathroom that is in worse shape than when it started - I at least had a functioning toilet, sink, and floors.

  

  Business response

  05/23/2024

  We have an agreement to install a new Onyx Shower, a customer supplied Shower Door, Vanity, Toilet & Luxury Vinyl Plank Flooring.  We began the project & completed the demolition.  When we arrived back on the 2nd day the customer had begun new workwork on their own to included electrical work & wanted us to install additional items not in the contract.  THese included; a recessed lighted mirror, a seperate cabinet above the toilet, a heated towel bar, scrape & patch the popcorn ceiling & other items.  The electrical work was done improperly & appears to be a potential fire hazard.  They want us to correct the improper work & install these additional items for free.  They feel they are paying enough & we should just trow in the additional work.  The customer then said he would pay the installer on the side to just do the work.  This is not how we operate & we cannot take on the responsibility for correcting the deficiencies in the work the owner or another party preformed.  We asked the owner to have the electrical work corrected & we are ready to complete the work we agreed to do per the contract.  We have photos of the completed work & the problem areas.  We have documented all conversations with the owner.

  Customer response

  05/24/2024

   
  Complaint: 21749216
  
  I am rejecting this response because:
  

  None of what was stated here is factual. 

  After my husband had a conversation with *** and ****, it was abundantly clear that the issue was **s lack of communication. Furthermore, *** decided to make mention of the contract. Also, please note that what is stated below is also in an email that was sent to **** Upper on 5/23/24.

  After reviewing the contract, I would like to make a few points. 
  
  4. Existing Facilities. We will not accept any responsibility for
  the current condition of existing plumbing, electrical, structures,
  surfaces, drainage, etc. If, during the installation of ** products,
  we determine that the existing systems are deficient needs repair
  or adjustment, ** will notify you as soon as reasonably practical.
  If repairs or modifications are needed, you *** incur additional
  expenses to have any items corrected before the ** installation ***
  be completed.
  
  
  This does not state that in the middle of installation, the installers will be instructed to pick everything up and walk off the job without telling the homeowner what is happening. It took an ************* officer to get a hold of someone who would provide an answer. I will be discussing this interaction more below.
  
  
  11. Force Majeure. ** shall not be held liable for any loss,
  damage, or delay in connection with this agreement due to delays
  in transportation of materials, accidents, theft, fire, labor disputes,
  inspections, insurrection, acts of God, or any other cause beyond
  **'s control.
  
  
  I do not see anywhere here where **'s lack of proper communication, inability to clarify issues with a homeowner before demanding installers to walk off the job site, or misunderstandings in communication with installers absolves you from any liability. If there was an issue with the electrical, a phone call should have been placed immediately to the homeowner to address said issue. The "issue" was from a photo taken in February. Communication would have prevented this entire debacle. My husband was advised that ***** attempted to call. Please understand that I am ALWAYS available via cell phone during the workday due to my line of work. I will always call back within the hour if I cannot immediately answer. I do not have any missed phone calls, I did not receive any text messages, and I did not receive an email from anyone at ** before the installers abruptly left. Furthermore, when the installer received his call, my husband was beside him. That would have been one opportunity to address the matter. Shortly after the installers left, I texted him at 10:17 AM to ask what happened. He responded that the manager had advised him of an issue, so he had to pick up all the materials and leave the home. I asked him to please have the manager call me to discuss the matter;  after confirming that he asked the manager to do so, I waited and never received a call. Despite my husband and I making numerous calls, it wasn't until Officer ********* with ****** PD made a phone call that ***** answered. However, due to being on Officer *********** phone, my husband needed to call her back from his phone. He advised ***** that he would call her back within the minute, which he did over three times, but she never answered. It is abundantly clear that communication seems to be an issue. 
  
  
  14. Wall or Other Repair. If during the installation phase, ** is
  required to perform unforeseen repairs to your existing walls,
  plumbing, electrical or framing we will notify you immediately of
  any additional charges that *** apply.
  
  
  That's the problem, ** didn't. 
  
  
  Please understand that I am not looking to be adversarial. Still, I think it is highly unfair to expect a customer to accept this unprofessionalism and lack of work ethic and pretend this never happened. Our bathroom was to be completed by today. I understand that delays happen; however, according to item 3 of your contract, 
  
  
  "If the installation takes more than one day, customer agrees that **
  shall not be responsible for any reimbursement, discount, or any
  other type of compensation to you for claims of inconvenience or
  any other damages. Delays due to permits, inspections, weather, or
  natural disasters *** occur."
  
  
  These delays are not due to permits, inspections, weather, or natural disasters. It's due to **'s inability to communicate appropriately, which is now creating a delay of their own making. ************, and you advised my husband that a new installer can only be scheduled for next week. At this point, I have a completely unusable bathroom, and my family is spending the extended weekend at my home. At the very least, we needed floors, a toilet, and a sink. 
  

  As of today, I have yet to hear back from anyone regarding my email. I sent both **** and *** a text message this morning and **** silenced his notifications. 

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

  

  Business response

  05/29/2024

  We have been in communication with **************** & we last spoke with her on 5/28, Tuesday afternoon.  We discussed removing everything from the agreement outside of the wetspace & installing the shower only.  With her conscent, we agree to install the Shower Only & finish up the project.  In the last communication, she agreed to these terms & she stated she would speak with her husband & they would follow up with us.  We attempted calling today (5/29) & we have not received a response.  We stand ready to install the shower to get the project completed.

  Customer response

  05/31/2024

   
  Complaint: 21749216
  
  I am rejecting this response because:

  We are still trying to work out the fine details of this contract. We have agreed to the price; however, I am not pleased with the owner, *******************, demanding that I delete my reviews prior to commencing the work, which sounds like an extortion-like tactic and is very distasteful. He is demanding that we remove the reviews, stating that we have done "irreparable damage" to his business. It seems that ************** is unaware of how business reviews work. I have agreed to amend all reviews to reflect resolution of this matter and would be happy to get this work completed. However, demanding that reviews be completed prior to commencement of work borders on extortion. I believe in being fair, and I will amend my reviews to reflect both resolution of this matter and the excellent work that the installers have done up until they were instructed to leave and work done once the shower is completed.  
  

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

  

  Business response

  06/03/2024

  We are in communication with the customer & we prepared a Change Order to remove all items from the agreement & only install the shower.  We reduced the outstanding amount due to an agreed upon amount acceptable to both parties.  We are putting the project back on the schedule for installation. The ********************* is working with the clustomer to reschedule the installation as quickly as possible.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Quality Craftsmen sold me a bathroom remodel totaling $33,806. They sold me financing and took $17,000 at time of signing the contract. I cannot get answers from them, they have my money, damaged my credit, and now will not contact me back. At this point they have fraudulently taken my money and not given me any hope for a completion on this project. The salesperson, Preston, was being helpful then Jim (manager) apparently told him to not talk to me anymore. They have my money, screwed up my credit - I want the job done.

  

  Business response

  07/12/2023

  That is quite a tale.  This client signed an agreement with us late on the evening of 5/9. Expectations regarding project timing and subsequent steps were clearly stated on the signed agreement and further supporting documentation that was signed and left with the homeowner. On the morning of 5/16, the client phoned into our call center to follow up and was belligerent from the onset, verbally abusive and even quite threating (all calls are recorded, and we have preserved this recording). He demanded immediate service and threatened to come to our business location and take unspecified action if he was not satisfied with the response he received. The call center agent was visibly shaken, and the call concluded with the customer stating to our call center agent “Good Girl.”  Unfortunately, the rest of the call was much worse than even that would imply. After listening to this initial call, and several tonally and ideologically similar voice mails left for the design consultant on the project, and finally we even saw as one of the owners of our company called this customer and thinking and truly hoping that maybe “this was just a bad day” and immediately after that last call with the customer, the management team quickly concluded it was unlikely we would be able to satisfy the client’s unreasonable expectations, and it was in the best interest of all parties to terminate the agreement and all associated funding. We cannot tolerate abuse of our associates in any form, and we will always accept the risk of a bad review to protect their safety.  
  The customer stated that we “sold” financing.  We offered financing to the homeowner.  We don’t sell financing nor have any vested interest in it.  There was never any money paid by the customer to Quality Craftsmen or to the financing lender. So, nobody had “any of your money.”  We had any and all charges immediately reversed, and the account closed.  Please see the attached lender document to that effect.  To state that we “Screwed up your credit” is rich.  Your lone credit inquiry amounts to a nominal credit impact and that is typically self-repairing within a month or two.
  Two final things.  The document that the customer uploaded was not the agreement.  It was just a paper guidance leave behind that we make for our customers.
  and secondly. . who would write a complaint like this one and also publish reviews like the others that they have left on various sites (most of them skiing a slanderous slope by the way) and yet still have the last words of this complaint state “I want the job done?” 
  
  We wish you the very best in your bathroom search and project.
  
  Thank you
  

   

  This was a second submission as the first attempt would not submit properly.  Thank you

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a Bathroom remodel and they didn't contact me and said they needed to update the contract on January 10 with no changes. They were to receive one third of the cost of 12804.00. They received 6400.00 instead and had this as one third of the cost. That would mean that I would have to pay over 6400 after the job is complete. The contract wasn't updated so, I cancelled the job after 3 business days. I would like my funds returned.

  

  Business response

  03/29/2023

  Hi Ms ******. . We are very sorry that the project consultant made the math error on your paperwork.  We all make mistake but hopefully you  realize that his intent was pure.  We are happy that you have allowed us to continue with the project and we will see you for your installation appt tomorrow morning!  We are looking forward to your beautiful new bathroom! 

  Thank you kindly, Keller from Quality Craftsmen

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2022, I contracted with Quality Craftsmen to remodel my bathroom. As of today, November 3, 2022, my bathroom is still not complete because of the lack of "quality" in their work. This is evidenced by, and not limited to, the following issues that for the past two months have not been fixed: 1) Shower installation was a disaster with water pooling under the shower tray to the point that if you stepped one foot in you heard the water. In addition, the water does not drain properly and sits in the base of the shower tray. Water drained into my garage. They wanted to simply shop vac instead of removing the shower to see what was the cause. As an asthmatic dealing with the smell was hard. 2) Tub caulking was not good and in September I let them know that water had drained into my ********** sent a text to ****** (general manager) and a former employee (who tried to help) and nothing was done. 3) The plumbers they contracted with failed repeatedly to fix a leak (lost count but I believe they came out six times) and thus my brand new vanity was damaged. Their initial solution was to fix the shelf. I refused. Finally, the former employee ordered a new one. It arrived October 6 and still has not been installed. 4) The other issues include cracks in the tiles, grouting issues, and baseboards that still haven't been installed since July. The company worked with a subcontractor and plumbing company. I believe the fact that no one from Quality Craftsmen ever came to inspect their work is what has resulted in all these issues. From the start, I have had to repeatedly contact them via calls, emails, and text messages - of which they were often ignored. I finally heard from ****, the production manager, on October 20 in response to my October 6 email. Since then there have been two email exchanges between myself and ****. I am awaiting a concrete plan that addresses all the issues and an assurance this can be completed by Thanksgiving.

  

  Business response

  11/18/2022

  Contact Name and Title: *************************
  Contact Phone: **********
  Contact Email: **************************************************************
  Hi ***************,
  This is ****** from Quality Craftsmen. We are concerned about you at this point as we have not heard back from you. We have sent numerous email and text messages (your requested method of communication) but we have also tried to call you over the past two or so weeks. We have long had all of your final punchlist items here ready to go. Please contact us to schedule or reply to our emails and we will happily finish the project. We can provice any proof of correspondence attempts if anyone wishes.
  thank you!!
  ********************************************************
  ************

  Customer response

  11/21/2022

  From: ********************* <*********************>
  Date: Mon, Nov 21, 2022 at 12:08 PM
  Subject: Re: Case ID ********
  To: ***************************** <***************************************>
  
  
  *******, my response is below. Thank you for your assistance.
  
  You had an opportunity to fix these problems months ago and ignored my calls and text messages. Thus, I had no option but to contact the BBB. ****'s subsequent email, which he sent after my BBB complaint, did not address a plan for all the issues that I stated and that your former employee was aware of. Also, I was told that Quality Craftsmen didn't install shower doors, thus I had to hire a company to do so. As stated in numerous emails I have been clear that I do not trust QC to uninstall and reinstall my shower door. I would appreciate a response via the BBB process.

  

  Business response

  12/01/2022

  Hi ***************. We have sent numerous emails and texts to you during this time. We were not apprised of your desire to communicate exclusively via the BBB messages until your last communique. We received your materials on November 9th just as planned. We sent numerous messages asking to be able to commence work on either the 12th or 19th of November. We are able to begin on Monday December 12th if this is amenable to you. I just checked on the eta for the shower materials. It shows an arrival to our warehouse on 11/9. I can schedule the installers first of the week to remove the existing vanity and address the patch of the walls behind it and to install the new replacement vanity. At that point we can address the removal of the shower glass, shower walls and base to re-inspect the drain and assure the integrity and functionality of the drain.. Once these facets are completed, we will reinstall the shower base and install new wall surrounds (including the re-installation of the glass.) We will also inspect the tub for proper installation as well as the proper installation and seating of the tub faucet. We will repair any chipped tiles as well any grout areas that possibly warrant touch as well as the installation of any missing baseboard.
  
  Please let me know if you have any questions and the availability of the repairs to start first of the week. If we can begin on the 12th we should be finished within **** days (presumably sooner but would not want to assure that prior to the wet area being removed and reinstalled and verification of your satisfaction.)
  
  A few more points of clarification. . We will find out if there is any inherent leak via any drains or caulking that we installed for you but since this forum is left public forever I must in defense of my company and brand mention a few things. A) we have texts from you to our employee stating that the cause of the tub overflowing was due to a wooden tray that you had resting upon the edges of the tub and that it had been sitting under the flow of the tub filler and caused a large leak. Fair enough but needs to be stated (and I am happy to upload said screenshots if you wish) and B) I know construction can go differently than planned and myself and Quality Craftsmen take ownership of some obvious missed opportunities here but it cannot go unmentioned that you tried to hire the very same installer that did this project to do your other bathroom (on the side.) This is against company policy and I would think that you knew this was "not right." I would think that you wouldn't want he and his team back at your house or there any longer.
  
  In regards to the names of our installers (that will be performing this work) I am happy to provide you with that in an off BBB email as I don't have any right to publish their names in this forum. They are very, very good and they bring our project to the desired happy conclusion and hopefully to your satisfaction. We look forward to starting your project on the 14th, please confirm as soon as possible so that we can place you on the schedule.
  
  Thank you
  

  Customer response

  12/13/2022

  From: ********************* <*********************>
  Date: Tue, Dec 13, 2022 at 9:18 AM
  Subject: Re: Case ID ********
  To: ***************************** <***************************************>
  
  
  My concern continues to be ignored in your responses. I had to find another company for the shower door since Quality Craftsmen said they didn't install shower doors, thus my concern. I am simply asking you to work with the company I hired to ensure the shower door is removed and installed properly. They did excellent work!
  
  Secondly, I am concerned that ****, who never oversaw the project or inspected the work of your subcontractors will be overseeing this work. As you know, ****% of the issues were due to the plumbing company that you hired, including the cracked tiles. That is who I fear returning to my home. The subcontractor was never scheduled to finish my bathroom. Instead **** sent him on other projects. So, I don't fault him for not finishing his work. You will also note that I did not make any requests other than to know who would be assigned the work. Also, regarding the tub no one ever came out to inspect it. I sent you and your former employee a screenshot of the water damage and my "acrylic" tray. Regardless of how it happened, water should not be seeping from my bathroom to the garage.
  
  Thirdly, I was told that QC used subcontractors for plumbing and the work. So, if the gentleman that worked on my bathroom is actually an employee and not a subcontractor, why was I told by your employee to write the check to him for the tiling and removal of the old vanities? I can provide a copy of the check for $2,500. I was also told that would be noted, so that QC did not overbill me.
  
  Finally, I am fine with sharing all of the emails and text messages since signing the contract in January, which 99% went ignored as did my calls to your office. Your recent messages were a result of your employee leaving and me filing a complaint.
  
  I would like this to be resolved with QC addressing my concerns about the shower door.

  

  Business response

  12/23/2022

  Hi. . I am still awaiting more info and am replying now to satisfy the BBB messaging requirements but to clarify, We just had an installer speak with **************** about her concerns. ***************************** please call me about this situation. There is much more to the story. I will update the chain after the holiday.
  Thank you all

  Customer response

  01/04/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The subcontractor called me on 12/23 and said that ****** had asked him to speak with me about setting up a call with him. I was surprised to hear from him about this situation as ****** had stated in his BBB response on 12/1/22: "I would think that you wouldn't want he and his team back at your house or there any longer."
  
  The subcontractor indicated while he know longer worked for Quality Craftsmen, he wanted to help resolve this issue. I am awaiting a date and time.
  
  Also, I never asked the subcontractor to do my bathroom. He first approached me about my dad's bathroom after seeing my father is disabled. I told him I hadn't realized he was an independent contractor and that I was doing the guest bathroom next. He stated he had his own company and provided me with a quote. In speaking with ****** and the former employee, they threatened to fire him when we were speaking about the flood, which was my shower. I found it disturbing that he was focused on the subcontractor and not on my shower and the plumbing company they hired, but their subcontractor. I didn't want him fired, so I chose not to speak about it. I did tell the former employee before he left about the situation as he was the only one who tried to help.
  
  I have stated everything in my complaint. And I have tried to resolve this via the BBB. My one outstanding request was for QC to work with the company that did an excellent job in installing my shower door to uninstall and reinstall it. As this thread shows, QC has not responded to that specific request. I did share this information with the subcontractor that QC had call me. I even shared with him the shower company's name and number. And I need to hear directly from QC and not the subcontractor about this issue aince he is not an QC employee.

  

  Business response

  01/30/2023

  *****************<********************************************************>	Mon, Jan 30, 2023 at 4:20 PM
  To: ***************************************
  *******, our currentposition with this complaint is we have come to a resolution with *********************. We are going to be taking care of the issues that were listed in the 1/22/23 email.************************* spoke with **************** today 1/30/2023 and confirmed that Quality Craftsmen would be paying for the removal and the reinstallation of the shower door. Thank you, *****************     -- *****************, Executive Assistant Quality Craftsmen, LLC www.quality-craftsmen.com www.qc-commercial.com Office: ************ Direct: ************ www.quality-craftsmen.com

  
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Quality Craftsmen (Jacksonville) to remove a bathtub and replace with a shower. Work was completed on June 30, 2022. Water could not be tested on the day of completion as grout was curing. The next day I turned on the water and the lever was loose. Contacted QC and they sent Tile Installer out to resolve. The tile setter indicated that the valve was too deep in the wall but he would try to fix. He was able to somehow fix without relocating the valve. On 7-31-22, I noticed water dripping down the trim kit (inside shower). I wiped the water away and drip continued. Contacted QC by phone on 8-1-22, 8-2-22 and 8-3-22 and spoke to receptionist who stated she would inform the Production team and they would be calling me. I also texted the Salesperson and someone from Corporate (GA) who said they would notify the tile setter. I requested that a licensed plumber be sent, as the tile setter is not a licensed plumber and if he was this would not have happened in the fist place. No responses from QC on scheduling a repair or anything. The valve will need to be repositioned to move closer to shower wall to resolve. The tile setter must have forced the handle on to alleviate the looseness, but probably damaged the valve. Need valve (fixed or replaced). Only access to valve without going through tile would be from the back of the wall (which is accessible).

  

  Business response

  09/06/2022

  Business Response /* (1000, 8, 2022/08/23) */ Contact Name and Title: David C********, Install Contact Phone: 904-654-3617 Contact Email: ************************************* We reached out to our customer and scheduled an appointment for some service work on the day following the complaint. On the morning of the service work, our customer reached out to me to let me know that there was no evidence that anything was continuing to leak. I have made a follow up phone call with the customer for 3 consecutive weeks to ensure that there were not any continuing issues. Customer has reported that there is no leaking and no need for any service work at this time, as of 8/23/2022, at 10:50 a.m. Thank you Consumer Response /* (2000, 10, 2022/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Leak appeared to be resolved when wiping down trim & lever after showering. Likely due to no caulking around trim.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had meetings and telephone contact to possibly improve bathroom for wheelchair accessibility. I gave a deposit of $11.500. After meeting with one Henry ****** , arrangements were made to meet at Lowes to look at vanities. He sent person to remeasure area and when he talked of job I told him "do not order anything" that I wouLd 'have to talk to Henry again.. Meeting at Lowes resulted with no success. Subsequently. I requested my deposit to be refunded. I exchanged 8 emails and called numerous times. He does not answer to any of my inquiries and has apparently blocked my phone messages as all I get are busy signals. Also called main office number with leaving message with office. This has been thru the Jacksonville Office -9774 Florida Mining Boulevard W, 904-900-2088. *********** mobile #XXX-XXX-XXXX.

  

  Business response

  07/13/2022

  Consumer Response /* (2000, 5, 2022/06/22) */ From: Beverly ****** <********@att.net> Date: Wed, Jun 22, 2022 at 8:25 AM Subject: Complaint ID#: XXXXXXXX To: Received my deposit refund check in yesterday's late afternoon mail. Thank you for your help in making this come about. Sincerely, Beverly ****** Sent from my iPad

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date: 2/24/22 $8000.00 Replace bathtub with walk in shower Not installed properly - gully/ponding of water in the middle of shower/not draining/safety hazard 2) hot and cold water reversed 3) not caulked properly We have contacted the company numerous times since 2/24/22. They are not giving us any resolution as of 5/18/22

  

  Business response

  06/28/2022

  Business Response /* (1000, 11, 2022/06/27) */ Hi. . This is Keller ****** with Quality Craftsmen. Via an email that I received from Ms ******** and verbal direction from our assistant install manager Curtis ***** we were under the impression that Ms ******** was very happy with the final installed product and happy that we overcame the product obstacles and made things right for the customer and didn't leave her hanging. I will reach out to Ms ******** to verify but again we were under impression that customer was now happy and would mark BBB complaint as resolved. thank you! Consumer Response /* (2000, 13, 2022/06/27) */ You can close this complaint. Quality Craftsman replaced the defective shower tray.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2021 Paid to Quality Craftsmen LLC for sliding glass door and installation July 11, 2021 Notice of Commencement was signed August 2021 *********** (other homeowner) received a call saying the door would be delivered by October March 4th,2022 a DAMAGED door was dropped off at the back of the home by a 3rd party March22, 2022 a call was made and a message left for the manager by homeowners to Quality Craftsmen LLC to pick up the damaged door and requested a refund. March 23, 2022 Joe R******* called and said he would pick up the door and that John L******* would call them in reference to a refund. - To date John has not called. Joe went to the property and said he could not take the door because his truck wasn't big enough and it would take 2 people to move it into the truck. March 28, 2022 Joe called again and said they would be picking up the door but had a hard time finding a big enough truck. I once again requested a refund. We did a 3-way call with Keller H***** and I expressed my dismay and once again requested a refund. Joe also mentioned they would be putting in a claim with the company that delivered the door. March 29, 2022 I received a phone call from Bob who said he was picking up the damaged door. When he got there he said he needed a bigger truck! March 30,2022 Received a call from Zachey who said he was picking up the door. April 5,2022 Joe R******* called and I once again requested a refund. He said it was out of his hands.

  

  Business response

  09/15/2022

  Business Response /* (1000, 12, 2022/06/21) */ ***Document Attached*** Consumer Response /* (3000, 15, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per the letter attached we decided to accept the offer to cancel the contract and keep the $2,780.00 deposit is acceptable. Please provide the release from the contract on these terms to me, the homeowner's representative,**************** Business Response /* (4000, 19, 2022/07/21) */ Hi again all. We are simply awaiting a contact point with our original customer (*********** and/or *************) and we can settle this matter. We are unable to contract or amend said contract with any other parties even if they are very close kin. If we can just have contact with **** and/or ***** we can get this resolved in moments. Please have them email me directly at [email protected] Thank you all! Consumer Response /* (4200, 21, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Emailed MR Keller per his request on July 25 and no response.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last July l3th upon their promotion on Home Advisor, I gave Quality Craftsmen a $1200 deposit to furnish and install 4 windows in my townhome. They do not reply to my pleas by phone or email, and since they are not doing the job, I demand that they return my deposit. I hope that Better Business Bureau will be able to get results without me initiating court action and accruing additional expenses. Thank you, Sincerely, Judith ****

  

  Business response

  03/29/2022

  Consumer Response /* (2000, 6, 2022/03/22) */ I received a full refund and found out that the supplier to Quality Craftsmen were at fault, therefore please remove my complaint since I have no further reason to complain against this business. Thank you very much for your help and as always we appreciate your guidance. Sincerely, Judith ****

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We contracted with Quality Craftsmen to remodel our master shower. We did a change order on the measurements which where supposed to be confirmed by "John". "John" came out to the house and made measurements that he did not write down to confirm with us. The installed shower was much smaller than we agreed upon. When asked where the measurements of the installed shower came from "John" came to the house and offered a piece mill fix that was totally unacceptable for the price we paid of over $15,000. The sales person Dawn had talked us into financing this deal at the time we originally signed up for their services and we got approved for a $16,000 line of credit through Synchrony Bank. We waited six months for a shower we can not use but they went ahead and charged our Synchrony account, so they have been paid. They breached our contract. We were expecting a beautiful shower we could use right away, they installed a mobile home size shower for us and charged us over $15,000.

  

  Business response

  11/30/2021

  Business Response /* (1000, 11, 2021/11/12) */ From: Morgan **** <******@quality-craftsmen.com> Date: Thu, Nov 11, 2021 at 4:22 PM Subject: Re: Case ID XXXXXXXX To: Hi, We have been in contact with this customer and have refunded them through the financing company. We have attached the letter in reference. Consumer Response /* (3000, 13, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We accept in part the response from the business. The matter has been resolved with a refund to the finance company through which they insisted we open in order for them to get paid for a shower that is still not useable. In their response they stated they attempted numerous times to resolve this issue is false. They did not. They at first offered to redo the shower and make it right but then the expense for them...it was cheaper to just cut ties and refund the finance company. Meanwhile, we are still without a shower and at our expense now having to pay another contractor to tear out and fix this mess. No we are not satisfied with the outcome of this, its been we still do not have a Master Bathroom to shower in. This dispute has been resolved unsatisfactory for us.

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