ComplaintsforA Better Alternative Home Solutions, LLC

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date 04 February 2022 Deposit $5450 Commitment; Build out upper deck structure in addition to building out the rear upper deck roofing system. Install all new plywood, synthetic underlayment and new shingles. Enclose open interior ceiling. Stain finish upper deck floor boards, including staircase leading to lower deck. Install support beams throughout to accommodate the strength of the structure. Install gutter and downspout system. Clean up and haul away all debris.Workers walked off the job leaving the second story desk railing off. (the deck is not safe to walk on). After that, the company give me estimate three time of my budget that, was told to them before starting. From that point, communications were late nights.I tried to reach out but know response.The deck railing needs to be replace by another bonded company

  Business response

  04/11/2022

  Hello Mr. ******* and BBB administration. First, Id to thank you for being a returning customer, that petitioned our services to not only restore your homes' roof, but also assist you with the goals you had in mind regarding revamping your homes' deck. I didnt notice any complaints regarding the re-roofing services we provided. So Ill take that as, we provided you a great experience there. This is something we aim to achieve anytime were going forward providing services to our community.

  
  Your request for full reimbursement is unreasonable and discrediting of the effort we as a collective have put forward to reason, reconcile our differences and attempt to arrive to a solution that bids a happy ending as a result of service rendered. We have invested over 38 man hours into your project. Thats not to be denounced here. We value your time, like we have our own and the quality of work that represents us. While all the kinks get worked out, I would like to bring to your attention that even while there has been a lot of unpleasant encounters, dealing with the strains of pausing and impeding our progress to complete your project in a timely manner. We have remained professional, weve installed cautionary yellow tape throughout the open work deck, in efforts to assure we secure everyones safety, raise awareness and prevent liability of hazardous engagement on the sites' construction zone.

  
  You presented your own estimated budget and expected us to exceed unrealistic expectations, with a super low budget in mind. This was bought to your attention on more than one occassion.
  
  Reason why I told you upon day 1  of you having myself and our installers to your home to measure and scale out the scope of work that would be performed per your request. Which was initially to install the under deck roofing system vs the on site change of plans you initiated and revised, that would redirect our focus to installing an upper deck system now vs. a ground floor reach under deck roofing system. Which as I told you, the upper deck roofing system, will require a totally different plan of action. The materials that would be needed would be of a greater expense than that of the under deck roofing system. Yet, thats how you wanted to proceed forward. As you stated, "that way I secure the upper deck and if we wanted to enjoy the lower portion of our deck. We wouldnt have to worry about water intrusion disrupting our gatherings because of the upper decks roofing system."
  
  I replied, I hear you just keep an open mind because service rates increase significantly due to the added risk while performing 2 levels up vs ground floor, all the materials we had placed on the ground, now has to be trotted up the stairs to the next floor level, so naturally the job takes longer and the cost of production increases.
  
  The philosophy and general principles of  business regarding height flight risk, didnt appear to follow Mr. *******s reasoning to stir away from a pre-set budget he had already conjured ** in mind about how much this should cost, Covid price inflation or not. He appeared as set on his budget that he was willing to pay. 
  
  I then communicated, keeping it simple is the goal. But, due to age and nutrition, your deck being out in the element year after year. Its also important that you keep an open mind regarding your budget and assure some flexibility regarding possible blindsided expenditures. 

  
  Because #1 your deck was estimated around 15yrs - 20yrs in age upon this visit, # 2 The condition of your deck warranted that there would be a chance of wood rot, #3 since Covid , construction materials have doubled in cost. You appeared to understand these factors. 
  
  
  You being a returning customer, our organization having a great experience with timely payment made by you for your re-roofing services, we were of the mindset to help you arrive to the happy ending you had in mind for your deck, permitting reasonable expectations regarding the seen and unforeseen circumstances that *** arrive. 
  
  
  We moved forward with a plan of action, agreed upon on good faith terms not that of a binding contract because of all the potential grey areas, that were possibly there and if need be, would need to be addressed even though at the start point, not yet discovered. You agreed with this being the approach. Your intentions werent questionable, neither was ours. The following day upon taking receipt of a performance deposit to start. We as a organization kicked things right into gear.
  
  
  As the photos, I present here will illustrate. We shopped all materials needed, loaded up on the trucks and delivered all materials to your home to start work (6 trips). ***** *** trips was a factor in fulfillment because theres no home improvements store near your home outside of 12 to 15 miles - 30 minutes drive time one way.
  
  
  We immediately hopped right into Phase 1, where we would kickstart our services. Starting with the installation of the structural base support beams. Which is designed to strengthen the overall framework of the deck, prior to on loading additional deck weight. We installed all the support beams throughout securing the lower structure to accommodate the upper deck roofing system. 
  
  
  Once we secured *******, we then moved into Phase 2 where we would peel back the onion per se and encounter one of the unforeseen I told Mr. ******* was a possibility due to the age, deck being subjected to the elements everyday. 
  
  
  We discovered wood rot throughout the entire front railing wall. The wall railing was wood rotted throughout and cracked. Nothing to leverage of the front railing wall, the frailty had set in overtime. Which would leave no option but to remove and restructure this important barring wall, thats going to bare the brunt of the upper deck roofing system. Upon fully installed, you're looking at an additional 1.9 tons anchoring the front wall, where the weight encountered will be offset from Phase 1 already being secured and bolted into the concrete.
  
  
  This would impede our continued progress. I then brought the issue to Mr. ******* and presented the estimated cost to address the need to revise the infrastructure of the decks railing to accommodate the Upper Roofing Deck System avoidance of collapse.
  
  
  He goes silent for a moment and states he has to give thought to that additional cost. He asked that we give him until Monday or Tuesday.
  
  We paused performance!
  One of our guys encountered a challenge in health. At the time we didnt know if he encountered Covid virus. It ended up being something just as severe and put him out for a month of work.
  Mr. Pharoah reached back out the following week. I told him, we have a man down, its not clear yet on when he will be cleared.
  
  Mr. ******* then stated, hed like me to gather a 2nd opinion. We turned our attention to accommodate his request, in efforts of saving additional out of pocket cost, was his reasoning.
  
  We concluded our vetting process. The photos will illustrate the 2nd vendor we had review our progress and stoppage point. They produced an estimate of cost some days later. I sent the proposal to Mr. ******* for his review from a highly reputable company. Their cost almost doubled that of our in house vendors that had completed services to this point.
  
  Mr. Pharoah allowed ***be 4 or 5 days to pass. Then, he tells me, lets end the proceedings of the upper deck and go back to the original plan of action. That being the installation of the Under deck roofing system.
  
  Im telling him, were fully invested into the process of installing the Upper Roofing Deck System. Weve completed Phase 1 at 35% of the project. Now, were fully launched into phase 2. We cant just reshuffle the deck on demand like that. As I mentioned earlier, the different decks calls for too totally different scopes of work.
  
  Hes steadfast on this position now. He doesnt want to continue with the Upper Deck. He wants me to have a vendor produce a proposal for the under deck roofing system now. Which was what we were there to measure and scale out initially to start the project in the beginning.
  
  Now we are back to square 1, having another vendor produce a proposal for the under deck roofing system. 
  
  Hes unhappy with the cost of labor and materials. So now, I guess his new idea is to make us look like we never started his job, we never performed any work, we never carried out completion of Phase 1.
  
  But, though we are very busy this time of year. Its also important that we have a mediator such as the BBB involved to help us, and help Mr. ******* come to terms with business etiquettes. Customers such as Mr. ******* should be informed that you cant stop and go, pause and stall businesses services, as though they dont have obligations to other customers as well, yourself. I strongly welcome and recommend that the BBB oversee the restart and conclusion of this project.
  
  Our organization is open to assisting Mr. ******* further, with hopes of somehow arriving to some sort of a happy ending. Our reputation to our community matters to us, as well as the integrity we have maintained with the BBB for years now. We dont take the progress we have made to be an A rated business with the BBB lightly. Our goal has always been to exceed our customers reasonable expectations and continue serving those of good intentions, to also fulfill their reasonable obligations. 
  

  
  
  
  
  
  Best,
  

  *********************
  A Better Alternative Home Solutions 

  
  

  Customer response

  05/04/2022

   
  Complaint: 16982161
  
  

  First, I thank Mr. ***** for the roof but I have called in reference to it, after founding a hole in the roof, and it has been leaking; but only a return call after 11 pm and a know message.

  I looked to resolve this and any issues, but Mr. must return my call. It appeared after the workers left the job without any notice to Mr. *****, that my job's priority was no longer important.

  And once I became dissatisfied, I have not heard from Mr. *****.

  The budget, Mr. ***** had no issue with the budget at all; he approved his worker to start the work which was/is clearly presented.

  My case is clear, Mr. ***** is only now bringing these issues up after dissatisfaction and wanting my deposit of $5450 but as stated on the invoice he agreed.

  As I go through reading ********** reply, I cant agree with what was written; the proposal is a fact.

  The deck is not ***** of age, it was redesigned about 31/2 years ago.

  The first thing Mr. ***** did was to check the structure of the deck.

  It is a lot of psychology being used in the rebuttal, putting words in my mouth, that I never said and alluding to what I was thinking.

  In closing, there are 3 key things I want to highlight;

  1.    My roof has a hole in it, I havent had a response, or concern from the business and therefore not living up to the guarantee/warranty of their work.

  2.    A proposal was done, I gave the deposit ($5450), the work began, and the worker left the job without notice to myself and/or Mr. *****.

  3.    Now this Army Veteran is left without the use of the deck, a hole in the roof, which is leaking, and nonpayment of the $5450 deposit.

   

   

   Thank You, ************

  *********

  **********

  
  
  Sincerely,
  
  Pharaoh ********* ********************************************

  Business response

  05/12/2022

  In response to the complaint and to provide clarification, the homeowner never reached out to ************** nor the company in regard to a roof leak. We are more than willing to provide emails and voice messages sent to the homeowner as it pertained to the status of the deck project. The email updates contained reasons why the cost of the project changed, more work and labor would be involved and would require more material.  It changed because the homeowner changed his mind regarding the layout of the deck he wanted. So, the original plan was now null and void.  This is with any project. We are more than happy to go out and take a look at the alleged hole in the brand new roof. However, we began work on the deck. Materials were purchased, and there was labor involved. If the homeowner would like to discuss reverting back to the original layout, which is less costly, we would be more than happy to do so. We are a company of integrity and we stand by our work. However, everything must make sense. Please be advised that we never make phone calls to homeowners at 11:00pm. Not even after 7pm unless permitted by the homeowner. If further clarification is needed, please feel free to contact us. 

  Customer response

  05/18/2022

   
  Complaint: 16982161
  
  I am rejecting this response because:

  It was stated that I go back to the original plan, which was what and how about the replacement of the desk. 

   

   I recently received a quote for what I asked for (which the covering was not roofing material but was another material, with labor and material ) and the replacement of the desk that was removed.

  The price was nowhere what the company came back with.

   

  Looking for guidance, please.

   

  Thanks!

  
  
  Sincerely,
  
  Pharaoh ********* ********************************************

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