Complaints

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• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would be happy to provide a very detailed accounting of how we were charged for multiple items that were completed poorly, or not completed at all. ***************************, the owner, walked off the job and confirmed he will not be returning. I have photos, videos, and documents. Although attorneys have told us we have a valid case, we are not pursuing criminally for personal moral reasons. But we did want to make sure that he cant do this again to someone else. ******** has blamed us for being poor clients, but it is clear that he is the problem. The subcontractors he brought on the job have all expressed concern over his ability to manage large projects and that they are willing to come back and finish the work without him, but of course for additional money. The invoices attached clearly indicate things like baseboards and crown molding being painted a replace, which never happened- they remain on the floor of our garage. The invoice also indicates that we paid nearly $1600 to repair the kitchen ceiling with is still unfinished (see picture) along with multiple other issues, like the laundry closet still unfinished, unframed, and not dry walled, so concrete wall and insulation still visible.

  

  Business Response

  Date: 06/24/2024

  ********************* is misrepresenting the dispute with this project.  A full accounting was provided to her at regular intervals via detailed invoices, detailing the labor, services and products that she has received.  Claims about money or services owed to her are retaliatory in nature because our company terminated the contract after she refused to remit payment for services she requested. The contract was terminated after she directly solicited services from one of our subcontractors and then refused to pay for those services once the job was complete. In addition, there were multiple disagreements with subcontractors about their installation methods, requests to redo completed projects, and requested an excessive amount of change orders. Once it became clear we could no longer work collaboratively, we communicated that our company would no longer be providing contractor services.  We cited the refusal to pay for services and issues with subcontractors, which is provided for in the contract for services that she signed. 
  
  It is a malicious claim to request a refund of $105,000 on a construction project where she has received a complete new electrical service, a new 100 foot run for a sub-electrical panel downstairs, new luxury backsplash in kitchen, new high-end paint throughout the home, including refinishing a spiral staircase.  We also moved her laundry room including 220V power for the dryer and provided new water service for the washer from downstairs to upstairs.  She has included pictures that misrepresent the scope of work and what was actually paid for.
  
  Several attempts were made throughout the project to try and resolve her concerns, including providing credits and discounts on the fees agreed upon within our contract, yet, she continued to make multiple requests for change orders. A credit was even given a in the amount of $600 for the cost to redo an aspect of the project after after its completion that did not meet her aesthetic wishes. However, she continued to make unreasonable demands, withhold payment for services rendered and asked for a reduction in costs for items she had previously paid for that she had no problems with at the time of completion several weeks earlier. 
  
  We recommended that she project manage herself as that seems to better align with her level of need and expectations. As a courtesy to keep her project moving along, ******************** was provided the names and contact information of the subcontractors to use their remaining allotted funds to complete the job to their specifications. Based on the estimated budget, they still have money that was estimated and never collected, which can be applied to the completion of the job by contacting the subcontractors directly.  In fact, this will save them money by not having any additional project management fees or contractor markups.  Our company was transparent and provided a full accounting of all of the services, labor and materials costs to date.  They are not owed any additional services from our company.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21807924
  
  I am rejecting this response because:
  
  Dear BBB,

  Thank you for allowing me to clarify several misrepresentations in ****************** response. 
  
  Changes in Scope:
  -There were no changes in scope on our end. The only changes in scope were forced by ************** because of his inability to complete various tasks in budget. He continues to suggest that we requested changes, but our written communications clearly demonstrate otherwise. If he continues to suggest this, he will need to furnish proof of such a claim (which he will not be able to do).
  
  Payment:
  -I confirm paying $101,000 on time and without dispute.
  -I withheld the final $4,000 invoice because it became evident ************** was attempting to abandon the project.
  -************** claims the $4,000 invoice was for work outside the original scope. This is demonstrably false. We never directly contacted a flooring subcontractor all communication regarding subcontractors went through ****************** company.
  
  Refund Request:
  -I never requested a full refund of the $105,000. I acknowledge a significant amount of work was completed and expect to pay for that work.
  
  Incomplete and Unsatisfactory Work:
  -************** terminated the contract, not me. This termination occurred because he was unable to fulfill the agreed-upon scope of work.
  -We requested multiple times that ************** pull a permit for the work. We were specifically concerned about the bathroom and electrical due to the extensive nature of the work. ************** refused to pull any permits. 
  
  Examples of Unfinished or Poor Work (with Attached Photos):
  -Laundry room framing and doors remain uninstalled.
  -Hallway bypass doors lack tracks and swing uncontrollably.
  -Extensive drywall damage requires patching throughout the house
  -Kitchen ceiling repair (already invoiced) remains unfinished.
  -Baseboards were improperly removed despite instruction from the subcontractor on proper removal practices, causing drywall damage behind them.
  -Cracked glass tiles in the bathroom.
  -Multiple inoperable outlets and light switches.
  -Missing under-cabinet light in the kitchen (incorrectly replaced by the garbage disposal switch- the garbage disposal was to be installed next to the light, not in place of).
  -Uneven bathroom threshold of greater than 1 inch creates a tripping hazard.
  -Misaligned bathroom door rubs against the new tile floor.
  -Holes in walls from improper flooring or drywall cutting.
  -At least 3 floor boards are damaged (bubbling, scratched, etc).
  
  Desired Resolution:
  -I request ************** hire qualified subcontractors to fix the deficiencies in the work we already paid for and complete the project to our satisfaction.
  -If ************** refuses, as I suspect he will, I request a refund only for the cost of repairing his poor workmanship.
  
  I am confident communication records and attached photos support my claims. I am open to mediation through the BBB to reach a fair resolution.
  
  Thank you for your time and assistance.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/07/2024

  There continues to be a misrepresentation of facts in Alicias complaint and response.  
  
   As stated in the initial response, the contract was terminated when she directly requested additional services and change orders with a subcontractor and then later refused to pay for those services and materials. At that point, it had already become a challenge to work collaboratively and she was repeatedly challenging the professionals regarding their completed work.  As a first attempt at a resolution, credits and discounts were given due to complaints and change order disputes, which included a reduction of over $5,000 for project management fees included in our initial signed contract.  While there may be aspects of the job that are not complete, those items have also not been paid for by ********************* either.   Therefore, all money received has been accounted for in labor and materials, which she has been provided.
  
  It became apparent that she wanted to have full control over project installation and was unwilling to work within the scope and expertise determined by the professional installers.  Following her refusal to pay, the contract was terminated. She was provided with adequate notice of the termination as required by Florida law.  She was also provided itemized invoices, each time a payment was received.   It is an unfair portrayal to say that we walked off the job as her demands were unreasonable and she was not willing to work collaboratively.  This is a retaliatory complaint, which came only after we terminated the contract and she was unable to force a continuation of the contract.  In fact, many aspects of the complaint are contradictory. She complains about the sub-par level of work, yet makes demands that we continue the working relationship.   As a courtesy, we contacted the individual subcontractors to explain the termination of contract, which permitted them to work with ********************* independently.  We then provided ********************* with the contact information of the necessary subcontractors.
  
  We continue to recommended that they project manage their job as that seems to better align with their level of need and expectations.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21807924
  
  I am rejecting this response because:
  This response was taken verablly by the BBB:

  I would like to go to Arbitration. 

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