Complaints

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted them for our master bathroom remodel. 6 week project that is now over 16 weeks and we still have issues.We have several items that we reported to them as having issues during the construction and they were ignored. Now they are trying to pass them as warranty work.Several part were ordered incorrectly and they did not try to replaced until the last minute. The level of work and item we had to point out to the Manager who was never onsite to review the work being done was unbelievable. They day of the demolition they left us with a pipe leaking, they knew about it but did not bother to tell us. We had to report it to the ** and find a bucket.They placed the shower tiles incorrectly and had to rip 1/2 of them out to redo the work. They used the wrong grout on the walls and the floor. The shower floor had to be redone 3 or 4 times, I lost count and now the grout is different colors on the floor. The toilet was installed crooked, when we reported it instead of fixing the issue they used caulk to hide the gab.The exhaust fan was ordered incorrectly, they did not install the one they had sold us. They had to replace it due to the fact that they had sold us the wrong type of fan. The one in place is lauder than the one we had selected with their designer.The list goes on.We have paid on time and have not complained other then asking them when thigs would be done once we reach week 8 or so. We are asking for the final payment to be reduced to half, due to all the issues we had and are still having. WE reached out several times and they came back and offered a 10% discount on the last payment claiming that they realize the inconvenience and had internal issues with their company.We pretty much managed the *** for them, so we are seeking help resolved this. We would never recommend them and would highly suggest you change their rating as they are unprofessional.Let me know if you can assist us or if you need more details.

  

  Business response

  06/21/2022

  We would like to formally apologize for the inconvenience we have caused you. We understand how hectic and frustrating remodeling can be,having people coming in and out of your house, the mess and the noise doesnt make it any better. However, our job was to get things done fast and professionally. There were many unforeseen circumstances, as expected in construction, and thats when everything went downhill. The customer felt the need to constantly inform the project manager about things he found incorrect,which was nice but at the same time he must have thought that we were not aware of this at all, to the point where he thought he was doing our job. We knew what was happening and of course we found every problem throughout our process of inspections. This may be a customary practice for many customers which we have no problem with, but in this case the customer really thought that he knew better than the company to the point where he was requesting money for it.Although we don't like the way this turned out.... Somehow this case helped, as to be aware from the beginning and to explain to the customer that we appreciate it but please let us do our job. We've been in business for more than 25 years.... there were several unexpected situations impossible to know until the demolition stage that took us to reorder and reroute plumbing,electrical, air-conditioning venting even built a new wall to run new plumbing.After all these complications that we took over, we had spent unplanned money,which was at no cost to the customer so yes, a lot of delays came through that process. The customer wanted to constantly control our contractors at the job site as if they had knowledge of what was going on. The customer constantly battled and second-guessed our decision making when it came down to scheduling and construction. We are deeply sorry about the time frame and how prolonged it was. Anyone who knows about construction and materials knows things do get complicated in between and it takes time to receive any replacement parts or extra materials, especially when its special ordered material. No matter what the situation was, we always took care of it promptly. We faced multiple complications while on site which delayed the project however we took care of everything at no cost to the customer. We are a remodeling business, so construction does take time and it is very tedious work. Even though my workers were not there daily, we made sure we communicated any and every issue with the customer through emails, texts, calls, and voicemails. We do understand that the customer is upset about the time it took to completely remodel the space.Though not our intentions, due to the inconveniences, we did give the customer a discount on the final payment. If there were things the customer was unhappy about or minor fixes to do after we finished, it was communicated that it will be a part of a service order and the customer agreed. Nevertheless, we are still coordinating time frames to complete the service orders that work best for the customer. All our customers trust in our work and integrity. Once again, we apologize for the inconvenience of a delayed project. Regardless of the circumstances, you are covered under warranty and any issues needing to be fixed you are more than welcome to call, email, or stop by.

  Customer response

  06/26/2022

   
  Complaint: 17296584
  
  I am rejecting this response because:

  I am going to try to make this short.  Their response is filled with inaccurate information.  It is as if their office people don't have any idea as to what really happens on their job sites.  If they get the information from their project manager that probably explains why.

  Contrary to what they claim they were not aware of the issues. After the fact we were told they had some internal issues, their internal company issues might blind them to the fact that the project manager did not do his job.  Had they been aware of the issues and they were professionals none of the following should have surfaced and needed to be pointed out by us:
  

    -Leaving the site with a pipe leaking overnight (Second floor where the bathroom was being worked on)
    -Installing the tiles incorrectly and having to redo the work on the back wall of the shower
    -Installing the vanity off center on the wall when the design shows it centered
    -Using the wrong grout colors
    -Not building the wall deep enough to have the medicine cabinet completely in the wall
    -Leaving the outside hose on all night causing it to burst and flooding the patio and sidewalk walk in front of the house

  These are just a few examples. Some of these issues were not even brought up when we found them, we waited for the project manager to come to inspect but he never shoed up until we called days later.  Initially we trusted that they knew what they were doing and they proved us wrong over and over. But it was too late to cancel the contract.

  Sounds like they have quite a bit of experience making things up. They had full access to the house the entire time. They were given a code to the door and the project manager constantly reached out to tell us workers were here even when they were at the wrong house so we could let them in.  ************ showed up, they would ask us where the equipment they were to install was.  Everything was left where they delivered it. When the floor tile was redone I was being interrupted by the workers because they had not been told what needed to be fixed. I work from home and had to waste a lot of time having to explain to someone on the phone what needed to be done again since their employee needed someone to translate.

  The only time they communicated with us was when we asked for updates.  We have been involved in many construction projects and when we were looking for a contractor we wanted to be hands-off after the design decisions were made.  They made that impossible, with the lack of project management.  We were told the work would not start until everything had been received, so there should not have been too many delays on that side since they were responsible for ordering everything in advance.  The shower drain and the bathroom fan were ordered incorrectly.  They came in to inspect everything and even cut holes in a walls and the ceiling before we even signed the contract.  There should have been no surprises if they knew what they were doing.  The bathroom fan was wrong and was replaced with something else.  We didn't find out what the replacement was until we received the final invoice.  I asked the project manager to give me the information regarding the fan a month before that. I was told he would get it for us, but like many other things he did not provide us with anything.

  Sincerely,
  

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

  

  Business response

  07/14/2022

  Yes everything has be completed, and final payment was received before having to take legal action. 

   

  Thank you. 

   

  Customer response

  07/18/2022

   
  Complaint: 17296584
  
  I am rejecting this response because:
  

  They can't say anything more than it's paid.  I know it is paid we paid it!  We gave them the option to do right by their customer and they decided not to.

  I would like this complain to stick top their record so that hopefully no-one else gets put in this situation.

  For us they were and continue to be extremely unprofessional.

  The apologies would have been nice if it was sincere.

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

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