ComplaintsforNorth Georgia Builders

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/18/22, we received estimate 22-229-1 from ***********************, owner of North Georgia Builders, for $34,333 to build a screen porch and replace a deck. Our final signed estimate (22-229-3) on 6/5 for $39,526 included an additional project quoted at $1,423: "Shim and repair sunken bottom track at (3) sliding glass doors." **************** assessed both projects in person. (Estimate 22-229-2 included replacing the doors, but we asked for a quote to repair them.) On 6/26, NGB finished the porch and deck. We couldn't have been happier with the work and his crew. The experience was ideal. On 6/27, we texted **************** a punch list of minor items. He texted he'd finish them next week when his crew will need to be inside to work on the sliding glass doors. That didnt happen, partly because my child got Covid. On 7/17, I texted again and asked when NGB would be coming. **************** texted later this week. That Thursday, he texted middle of next week. He never came. On 8/25, he texted an invoice asking us to pay the remaining $4,037 on the contract. I explained I was uncomfortable paying because there was outstanding work. He countered that the contract required us to pay, which we did on 8/28. Finally, on 9/21, **************** came himself to complete the punch list items and the doors. He was at our home for 2.5 hours. He explained that day that the wood under two of the doors was rotted and, to repair them, the doors would need to be removed. He shimmed and glued them. He said he'd come back the next day to complete the punch list. Within the hour of him leaving, I sent him two photos: one of the glued door that had unglued and one that he "fixed" but now wouldn't close. We never heard back from him. My husband and I both texted him, requesting one of two things, 1. Finish the work he quoted and we paid for ("Shim and repair sunken bottom track at (3) sliding glass doors"), or 2. Return the $1423 minus whatever supplies he used to "repair" the doors. He refuses.

  Business response

  11/13/2022

  ********************** is correct that we did a great job on here project.  When we first visited the site to review the work, the doors were discussed a concern since they are ***** years old.  The doors themselves were ok, but the thresholds were sinking.  We could not see under the threshold so the extent of the damage was unknown.  We discussed attempting to repair and so I priced accordingly and submitted an amount of $1,423 for this scope   The rest of the project was successfully completed without any issues and the client was completely satisfied.  The door work was left until the end the job and when I started working on the doors, it was evident that the structure underneath the threshold was damaged due to water.  We complete the repairs to 3 thresholds, but the client is not satisfied.
  
  They are requesting a refund, but the door portion of the scope has not been invoiced or paid to date.  I have attached the contract estimate that shows the amount as $39,526 and a change order was added for a railing at $700 to make the total contract $40,226.  I have also attached our report from quickbooks that shows the client has paid a total of $38,803.  The difference is exactly the proposal amount of $1,423.  This is justification that the work in question has not been paid and therefore a refund is not due.  In fact, the client owes us $1,423.  The accounting involved with this project should have been reviewed prior to making this claim.

  Customer response

  11/16/2022

   
  Complaint: 18389663
  
  I am rejecting this response because, despite my error in claiming we already paid the $1423 for the shim and repair of the doors, we do not owe NGB that balance as **************** claims, because the work was never completed, as seen in the attached texts and photos.

  1. NEITHER PARTY REVIEWED THE ACCOUNTING. Neither NGB nor us reviewed the accounting on this job. Had either of us reviewed it, my husband and I wouldn't have had to text back and forth with NGB since 10/1/22--over a month--concerning the outstanding work. Had EITHER PARTY reviewed the accounting, we may have been able to resolve this without BBB. The attached texts between NGB and I show that the $1423 was not paid. 

  2. NGB DID NOT COMPLETE THE WORK ON THE DOORS AS OUTLINED IN THE ****** In his response to my complaint, **************** claims that we, in fact, owe him the $1423 balance. As evident in the attached texts between **************** and I, it is clear that not only did he not complete the repairs on the doors, but that the repairs he did make failed immediately. Further, his repair of one door further damaged one of the doors in a way it had not been damaged before--it no longer closes. I informed him of this within the hour of him leaving our home on 9/21/22 when he came to work on the punch list and repair the doors, including sending him photos of the unsatisfactory repairs, and never heard back from him. 

  3. NGB DID NOT COMPLETE THE ***** LIST WORK THAT WAS PAID FOR. When **************** came on 9/21 to complete the punch list items and repair the doors, he did not complete all of the punch list items. He verbally explained that he would come back the following day to, 1. cut more off of the bottom of one porch screen door that was sticking, 2. add a rubber strip along the bottom of both screen porch doors to prevent bugs from coming in, 3. bring goo gone to remove a drip of a sticky substance that was on one of the screens. He never returned to finish those items. 

  We will not pay NGB the $1423. In turn, we will release NGB of its verbal committment to complete the outstanding, and paid-for, punch list items on the porch. 

  Sincerely,

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

  Business response

  11/22/2022

  The work was completed and the unforeseen conditions were discovered.  You and I reviewed the condition of the doors while I was performing the repairs.   Since the doors are in poor condition, you could have directed us to stop work to contemplate complete replacement.  With the amount of rotten wood below the doors, the cold temperatures will also cause the structure to swell.  Regardless of the repairs listed in the contract, this swelling condition in cold temperatures will continue to be present in the rotten areas.   In effort to to forth our best in resolving this issue, we may be willing to reduce the amount owed for this work.

  Customer response

  11/22/2022

   
  Complaint: 18389663
  
  I am rejecting this response because: We will not pay $1423 or any amount of that sum for the work attempted by NGB, which did not in any way repair the sliding doors, which was the job quoted. Despite the minimal amount of work NGB did on the three doors in question, two are in the exact same unusable condition as they were when NGB first quoted the job, and one was further damaged by NGB's repair to the point that the door will no longer close. While attempting the repair, *** says it discovered the "unforeseen condition" that the doors were rotted and NGB couldn't repair them as quoted. However NGB is claiming we still owe them a portion of the money quoted to repair them. This is nonsensical and unethical. What exactly does NGB think we owe them for--the attempt to repair the doors? A good ole college try to repair our doors? An intention to repair our doors? This is akin to taking your car to the mechanic to have your brakes repaired and the mechanic giving you a quote for the job. Then, while beginning the work, the mechanic discovers the "unforeseen condition" that the rotors were bad and that the brakes couldn't be adequately repaired due to the rotor damage and stopping the repair, but still insisting to be paid a portion of the amount quoted for the unfinished brake repair. 

  Again, we will not pay the $1423 or any portion of the $1423 to NGB. This is our final response.

  Sincerely,

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

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  North Georgia builders did work on my newly purchased home. The work included renovating the master bathroom and replacing fireplace surround and hearth among other things. When they installed the faucet for the free standing bathtub, the faucet was placed directly in front of the window with plantation shutters. The shutters are blocked and cannot be opened. When this came to my attention, I spoke to the company owner and his reply was that most people like it in that position so that is why it was placed there. I was not consulted in this decision. He told me that to move the faucet would be expensive and one option for remedy would be to replace the shutters. But my wife likes the shutters. All the windows in this house have the same shutters. In addition, the water for the faucet is not turned on so I do not know if it works or leaks. I have attempted to call Mr ****** twice and his response by text was that he would return my call later and please make a payment. After 2 weeks, I just received a text from him today stating the glass shower walls will be installed tomorrow and he requested payment saying the work has been done several weeks, But this is not the case. There are other items as well. The new sinks in the master bathroom need to be cleaned in order to remove scuff marks and they need caulking. There is no cover on the light outlet. Linen closet shelves were not reinstalled after painting. When he replaced the fireplace surround tile and the fireplace hearth, one of the tiles on the surround is cracked. I've asked him to replace the cracked one. The fireplace hearth does not look like the one he told me he would install. I sent a picture of what he put in versus what was supposed to be installed to my professional color coordinator who we paid to help us select colors for painting the entire inside of the house. She agreed the fireplace hearth does not look like what was supposed to be installed.

  Business response

  04/13/2022

  We have performed a great job at the ********* residence given they have been residing in North ******** for the entire project.  We conducted a laborious attempt to provided design consultation for the Websters give the distance constraint and the fact that him and his wife are not on the same page.  We eventually overcame the design and continued to construct the bathroom ahead of schedule per our attached agreement.  They have display gratitude on many occasions to me and my crew and are content with ****% of the work we completed.  In addition, we fielded and executed a great deal of change orders that you presented throughout the project and pleaded for us to help them accomplish these tasks to help out since their absence wouldn't allow coordinate with someone else to complete.  The change order is attached and shows how the project nearly increased 50% and we have complete this work with no issues.  The contract agreement between the client and North GA Builders is clear on the payment terms.  Once we reach substantial completion of the project, article line item #6 under payment terms, 98% of the project is due.    We are owed in excess of $14,000 of the $41,000 contract.  This requires payment of at least $12,000 which has now held for over 4 weeks.  This request is very reasonable and we have been very patient in dealing with this delay.   The complaint is invalid and we have done an outstanding job considering the circumstances.  I am absolutely willing to address and work with you on the the 3 or 4 punchiest items remaining to be completed once some sort of good faith payment is provided.  

  Sincerely *****

  Customer response

  04/21/2022

   
  Complaint: 16970670
  
  I am rejecting this response because:  Although we had expressed gratitude on a number of occasions during the beginning of this project, we are not happy with how this project has ended.  We are not happy with Mr. ******** lack of response with a phone call regarding our concerns about how this project has been left.  We are not content with ****% of the work as stated in Mr. ******** response.  I have tried to reach out to Mr. ****** to discuss these items over the phone on two occasions and each time he responded with a text that he would call me back but never did.  My realtor also asked him to call me, but Mr ****** never did.  One of our biggest concerns is that the freestanding bathroom tub faucet was placed directly in front of our plantation shutters blocking them from opening.  A different contractor noted that this faucet is very wobbly.  The faucet needs to be moved such that we can use our shutters.  We were not consulted in the decision to place it in front of the shutters.  When I brought this up to Mr. ******, his response was that it would be expensive to move and suggested we could consider replacing our shutters with something that would fit with the current faucet position.  However, this is not acceptable.  Other issues with the bathroom are as follows: the plate cover for the bathroom wall switch was not reinstalled.  We were going to put the cover back on ourselves; however, there is a large gap where the old paint color can be seen.  The wire rack shelves in the bathroom linen closet were not reinstalled.  The main bathroom door was only painted on one side.  The painters who painted the rest of my house volunteered to fix that themselves.  Scuff marks were evident on the sink counters which were not cleaned.  Areas of caulking between the sink counter and wall are needed. No bathroom mirrors were reinstalled.  We purchased new ones to fit the design change.  Another big concern is the fireplace.  I brought to Mr. ******** attention that there is a crack in the fireplace surround.  In addition, the tile used for the fireplace hearth is not the same as the picture Mr ****** showed me.  I hired a color consultant who helped us pick out colors for each room in the house.  She also agrees the tile installed is not what was promised.  Also, the fireplace hearth tile is dirty with pieces of blue masking taping remaining. 

  Regarding the change order which amounted to an additional $13,388.00, all of these items were not provided such as: 

  $275 for secure stair Newel posts.  This was not done.  My floor guy completed this work.

  $125 labor to replace other shower heads

  $ 70 (3) extra shower heads

  $175 towel bars

  The original contract was supposed to include installing our top loader washer and dryer which was not done.  Our movers did this.

  I am especially disappointed in the lack of a phone call to discuss these issues.  My last communication with Mr. ****** was when he texted me on March 31, 2022 asking for payment so he can schedule the bathroom shower glass installation.  I had been waiting for a phone call to discuss these issues with him since I attempted to call him on March 17, 2022 and again on March 19,2022.  Each of those times, he responded back via a text that he would call me.  

  I paid Mr. ****** $30,000.  The contract sum with the change order is $40, 498.  The items not provided need to be subtracted from this total.  The tub faucet needs to be moved. The fireplace crack repaired and the proper fireplace hearth installed. The shower glass installed.  The wire shelving installed.  The light switch installed and the wall patched.  Bathroom mirrors installed.

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

  Business response

  04/28/2022

  I certainly understand that there are a few items remaining to be completed.  After the several items are deducted from the contract and due to the amount of work already complete, the project is substantially complete and the bathroom has been available for use for over 6 weeks.  The agreement states that once substantial completion is obtained, the project must be paid up to 98% of the contract and change orders.   The reluctance to honor this agreement and pay approx $10,000 is the sole reason work can not continue.    Another part of our agreement allows work to stop due to lack of payment as stipulated.  The remaining items are less than $1,000 excluding the shower glass.  The shower glass has been paid for in full and can be installed once we get this resolved.    The completion of the project is simple our agreement is followed.  We need a good faith gesture and payment that allows us to continue work as contracted.  At which time, we will resume work and address the concerns.   This is not only stipulated in our agreement, but it is also extremely fair to the client.

  Customer response

  05/04/2022

   
  Complaint: 16970670
  
  I am rejecting this response because: As a customer, all I'm asking for is to be satisfied with the service provided when paying $40,498 for a home renovation.  A huge issue is that the bathroom tub is not anchored to the floor and can slide which can not only scratch the floor tile but also potentially create a problem with the pipe draining the tub.  The other issues which I have already mentioned including the wrong position of the bathroom tub faucet,  the wrong color of the fireplace hearth and crack in the fireplace surround tile are not simply punchlist items, but instead are also major parts of the job which we are paying for which are not completed.  Regarding "good faith" it has been difficult up to this point to discuss these issues with Mr. ******* thus I turned to the Better Business Bureau.  My concern is if he receives payment before these items are corrected I may never hear from him again and I'll be stuck trying to find someone else to adequately finish the job.

  If Mr ****** will guarantee in writing the following that he will:

  1)Properly anchor the bathtub so that it no longer moves 2) move the tub faucet to the best place that works for us 3) install correct color tile for the fireplace hearth 4) fix the cracked tile in the fireplace surround 5) install the shower glass 6) re-install linen closet shelves, re-install light switch cover and fix adjacent wall chip, caulking around new bathroom counters, fixing scuff marks on new bathroom counters. 7)  all items to be completed within 4 weeks.

  Then I am willing to pay $5000 up front and the balance of $4853 when all items are satisfactorily completed.

   

  The following items which were included in the change order and not done need to be subtracted from the change order total of $13,388:
  $275 secure stair Newel posts, $125 labor to replace shower heads, $70 (3) extra shower heads, $175 towel bars. Total $645
  
  

  (original contract sum $27,110 plus change order of $13,388 is $40,498 minus work not done $645 for total of $39,853.  $30,000 has been paid to date.  The balance owed is $9,853)

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

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