ComplaintsforU.S. Building Construction, Inc.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2022, I sold my house in ********, **. and purchased a condo in Heritage Lake and began hiring contractors to update my fourth home. The bathroom is a rectangle (roughly 12 ft in length and 66 in width) with one end containing a shower, in very good condition. The bathroom did need new counter, cabinets and lights. As I have done with the previous three homes, I found three companies in good standing with BBB (Better Business Bureau) requested estimates for the needed work. From these estimates, I chose US Building Construction. I then dropped off my paperwork and the initial funds (********) as they required. Problems: They gutted the right side of the bathroom and dumped it all (including the old toilet) in the shower that was not being worked on. I had to make that a requirement that it be removed. I am now in my late 60s making it impossible but in the three previous homes that I have had remodeled this was the first time anyone insinuated that I remove ***********. Timing, after gutting it, I had to wait for over a week before they would start, first with the new toilet and then a week more before the floor was retiled. The new cabinets, were kitchen cabinets not bathroom. I had been shown them in the companys office and while I did not like the 3 colors available, he related it would take a long time to order something else. My bathroom width is small and this also added to the size difference in using the mirror on the wall. I called them on it and the next day they did pull out the cabinets, cut off the rear portion and reinstall them.I did receive a text message on Sept 7th inquiring if all was ok. I related it was and sent what was listed as and I thought was the final payment ($750.00). But, I then received notice of a new payment due amount of $895.00 for work done? This is nonsense. I thought the price for the cosmetic work was high but this is ridiculous and as a senior in a senior community a potential risk.

  

  Business response

  10/04/2023

  We are always concerned with any complaints that customers may have and do our best to resolve them.  Our business model relies heavily on referrals from our hundreds and hundreds of satisfied customers.  We have tried to reach out to ******* by phone, email, and text messages but have had no success.  Many customers enjoy the extra counter space that you get with the 24" deep cabinets and that is what was initially selected.  Upon installation, ******* did not like the deeper cabinets so we modified them and reinstalled at no additional cost.  The existing toilet as originally supposed to be reinstalled and when it was removed,it was placed out of the way in the shower on a plastic bag.  There was a dump trailer onsite and no trash was stored in the shower and we would never ask a customer to remove ***********.  ******* decided not to have the original toilet installed and asked for a new one, she also asked for new bathroom hardware, and for a new mirror.  All of these items were not on her original detailed estimate.  These items were added to a change order along with material price changes from her selections being more than the budgeted amount.  The changes in material costs were for the counter $195,tile $40, faucet $65.  The extra work was a new toilet $190, new hardware $50, and new mirror $175.  We also add two GC charges that total 20% of the change order which is industry standard.  In Suzettes email to us after receiving her change order, she states I need to know what the additional work was.  I wonder if it was for the correction of the kitchen vanity they installed in my small bathroom?  If so then I will be pursuing a complaint with the BBB.  Please advise.  The change order clearly lists out all the charges and there is nothing on there for modifying the cabinets.  The easy thing to do would be to not charge her for the extra work but that only reinforces this type of behavior and ultimately hurts our company.  It is sad when customers use the better business platform to try and bully companies into not charging for extra work that was requested.  

  Customer response

  10/05/2023

   
  Complaint: 20675839
  
  I am rejecting this response because: The companys response to my complaint is incorrect.
  I was not aware or made aware of that the cabinets being installed were a greater depth (kitchen cabinets are 24 inches,bath cabinets are 20 21 inches) until that evening after they were installed or I would have refused them.  The focus of this work was to replace everything except the shower   So I did ask that the toilet replaced as it was old, and the bathroom hardware and mirror.  The only thing I did not want replaced was the shower.  I gave them the information on the new toilet, fixtures and sink prior to them starting.  I picked up and paid for the new light fixture from ********** to get things finished. The mirror I recall choosing was $99.00.   I am so disappointed with ****************** here
  
  Sincerely,
  
  ***************************

  

  Business response

  10/06/2023

  People's memories and interpretations of conversations are often unreliable and there might be times where we simply forget to add something to an estimate that a customer may have asked for.  Therefore, we create a detailed estimate of the work being performed and require a signed contract (see attached).  This contract includes the estimate and a provision in Section 10 (that the customer also initials) that details out if any additional work is performed, that we will create a change order.  This includes changes in material pricing due to customer selections.  Whether or not there was a discussion about the cabinet depth prior to install doesn't really matter as we fixed them at no charge.  The estimate states that we are reinstalling the original toilet and there are no line items for installing a new mirror or hardware.  The mirror line item includes the cost of the mirror, tax, picking it up if necessary, and installation which is why it is more than $99.  These are extra charges that were not included in the original estimate.  I apologize if these items were asked for and not included in the original estimate but there would have been an additional charge either way.  I am disappointed in this situation as well and have tried reaching out to ******* many times to try and resolve it.  We are now at the point where there is an additional $250 late fee and interest charges.  As a last attempt to avoid filing a lien and making this even *******, we are offering to wave the late fee and interest and take off an additional $250 for any misunderstanding (new total would be $645) if the invoice is paid within 5 days, ******* agrees to remove her negative review, and agrees not post any additional negative reviews or complaints.  We take our great pride in our reputation and hope this gets resolved amicably.  

  Customer response

  10/10/2023

   
  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. ↩