Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/10/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,

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