ComplaintsforBetter Home Improvement, Inc.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1-26-23 i informed BHI there was an issue with the gutters. On 1-27-23 I was told someone would call me back. On 1-31-23 BHI asked me to complete the completion certificate. on 1-31-23 I expressed concern about completing the certificate with the issue with gutter remained unresolved. On 1-31-23 I was asked to sign the completion certificate and that someone would come out to complete the issue with the gutter and to collect the balance. On that same day i asked for a payment arrangement for the balance. On 2-1-23 I attempted to make a payment but was told that credit cards were not accepted. On 2-27-23 I was contacted about the balance. I responded and advised the gutters have not been resolved. To date, the gutter issue is still unresolved. BHI is asking me to make final payment. However they have not attempted to resolve the issue with the gutter. BHI is now saying they will not fix the gutter until final payment is made. I advised I would not make final payment until the gutter is resolved.

  Customer response

  03/15/2023

  Thank you

   

  Please be advised that this issue has been resolved. I have worked out an agreement with the owner. This can be closed. 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  See letter attached

  Customer response

  02/28/2023

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

   

  Ladies/Gentlemen,

   

  The business owner’s son contacted me today to settle the issue.  He offered me $500 to settle the complaint: half of the additional $1000 which was demanded on the day of the demolition which I requested a refund for.  

   

  This did not consider additional cost I may yet sustain to pay the pool company to remove the exhumed concrete footer plus take it and the lattice work fencing debris for disposal. It does not address any additional charges which may be applied for the removal of the step in front of the doors which still remains, or charges for time and labor by the pool company compelled to dig up the footer which was left in ground by Better Home Improvement’s demolition crew.  

   

  The construction debris in question cannot be removed until the new footers and the paver patio goes in. If the pool company must engage an additional truck to dispose of the wooden lattice fence debris and the large concrete footer left behind by Better Home Improvement, there will be an additional charge. Kindly note that the charge to me for one truck for disposal for one trip is $500.  Considering the pool installation is payable in increments as the job phases are completed, I do not know what further charges may be added on at this time as the disposal of construction debris is the last thing they do.  The footer and the lattice fence debris cannot be accessed at this time as fill dirt from the pool excavation currently covers it and trees/fencing prevent access from the back side of the pile which is 6-8’ high.  Better Home Improvement and I agreed to table this complaint with the BBB and give the business the opportunity to make this right. 

   

  Should the company fail to resolve this issue satisfactorily, Better Home Improvement and I agreed I would reopen this complaint.  Please close the complaint at this time.

   

  Your kind assistance in this concern is most appreciated.

   

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

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We meant with someone at our condo from Better Home Improvement in Orange Park, Florida on 4/1/22 from there on 5/4/22 all contracts were signed and notarized on 5/27/22 for our screen lanai to be enclosed as a sunroom. Around 3 months later they had not obtained any permits in which contract stated includes permits. I was told by Better Homes that I needed a site plan/survey in which we provided the only site plan/survey that we were able to obtain from courthouse. We were doing the work for the permit. I was then told that I would need a survey & a site plan that showed property lines & that what we had did not show that. It did clearly state property lines. Then they informed me I would need to contact a survey company in which it was going to be several more months & $500-$800 more cost. I was told by survey company that there is no such thing for a condo, only for complex. We weren't changing any walls only replacing screen with windows. At this point we did not know what the correct procedure was & it was getting so complicated we decided to take a full refund that was offered by the owner. Apparently after offering that to us, he had a change of heart. When calling about the refund I was hung up on a couple of times and I won't repeat the things the owner told me before hanging up. I then sent several emails asking to please be respectful & professional & let's resolve this together. I cannot at this point give a review on their workmanship as we never got that far. I can tell you the owner is an angry man & please read ALL reviews. You will see their response is they were being bullied & harassed in several responses to reviews as I'm sure that will be their response to this review & I can assure you that is not the case in this case. We were completely ready to obtain legal console but they did finally send a partial refund. My last thought is we are business owners as well & if we treated our customers in this manner we would no longer be in business!

  Business response

  11/28/2022

  To whom it may concern,
  
  We are disappointed and deeply frustrated with Mrs. ******* cancellation after many hours that were spent on a search for a document that did not exist. We exhausted all of our resources and communicated with the homeowner and her authorized agent, ***** that an additional document would be required to continue the project, which would ensue an additional charge. Mrs. ***** was not satisfied with this, and we gave her the opportunity to terminate the contract early.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 3/23/21 I signed a $13,932 contract with BHI to build a screenroom -would be completed in 5 months. After 5 months, I communicated that I expected a discount. Thought BHI was upstanding but was finding out through research with the permitting office that they were lying about the delays coming from the county. I sent many emails & the correspondence seemed friendly on both sides. The project was completed into the 9th month (12/1 - looks nice) & I asked for a $132 discount but was met with condescension & a threat to place a lien on my home. This upset me since I had been kinder than necessary for over 8 months! I paid BHI in full. As the contract stated (in order to resolve), I informed them of my intention to document my negative experience on-line and seek legal counsel. After a week of not hearing from them, I emailed a second email address I had for them & was given their attorney's number. Spoke with her (seemed pleasant) & I spent HOURS over a couple of days compiling information and emailed every text/email detailing every lie and problem 12/14 & 12/15). I emailed her on 12/17 to confirm she received the emails and she confirmed she had. She told me she would get with BHI and emailed that she would get back to me late Mon 12/19. I didn't hear from her and emailed on 12/22 (no response). Since it was the Holidays I waited until Jan 4 to email again (no response). Decided not to call because it would probably upset me and I was already pretty mad at this point and didn't want to get into another shouting match. My problem: BHI did not finish by the date stated in the contract. They tried to hide behind the county permit office, Covid, and anyone else when they probably had too many contracts out (not a bad thing) but my family was estimating $500 off. It's a part of doing business.This all has been very unprofessional! Note: I never received an itemized list but if I did not pay for a landing you have my permission to professionally remove it at your exp.

  Business response

  02/11/2022

   

  To Whom It May Concern, 

   

  I am writing in response to case ID ********* 

   

  We have tried to work with this customer. She has continued to harass and bully the staff repeatedly. Each time, we provided a clear explanation of the status of her project. There were slight delays due to the impact of COVID, not only on our business but that of our suppliers, etc. Eventually I spoke with the client myself and she went into a rage. I explained to her that I wouldn’t release the lien (NOC) until her balance was paid in full. She complied, paid the balance in full, and later started to harass the office once more demanding a rebate. I instructed my staff to no longer speak with her and sought legal representation. Our attorney said that she went radio silent and we have not heard more of this matter until receiving this complaint. Unfortunately, due to her excessive negative nature, we cease communication with this customer. We are more than happy to help speak with a member of her family further on their concerns but will not continue to be bullied.

   

  Please let me know if you need anything further.

   

  Thank you,

   

  ***** ******

  Business response

  02/21/2022

  **** ******** can continue to work with our attorney, **** ****** to resolve this matter in the court of law. In case **** ******** has lost our attorney's contact information, she can find it below: 

   

  **** ******* ********
  3832 Baymeadows Road
  Suite 10, #149
  Jacksonville, FL 32217
  398-8488

   

   

  Customer response

  04/08/2022

  Response:I am dissatisfied with their response. They hold customers to the terms of the contract but not themselves. The main problem is the contract stated the job would be completed within 5 months. The first 5 months they blamed delays on the permit dept but that was a total lie. I called the permit dept and BHI never applied for a permit during that time and processing takes 2 days! The last 3 months they blamed it on the suppliers. I was never given an answer as to when my supplies were ordered. I found a contract online that took 3 months. Also, I had a piece that arrived damaged and got a new one the next day. They are liars. And I notice a pattern. They are very condescending when responding to bad reviews. Very telling. I release BHI from the warranty. I don't want them near me or anything I own.

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