ComplaintsforLionheart Property Investment Services, LLC

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Lionheart to do a complete bathroom remodel. The three-week time estimate is going on a year. First problem was the frosted shower glass, which was ordered and delivered incorrectly cut five times. The last time, the installer shimmed the glass panel up with a tube and caulked around it to create illusion panel was correct, but he neglected to cut the tube and fill in over it. A second panel also has quality issues in the frosting process. Secondly, six flooring tiles are cracked, three inside the shower stall. Other smaller issues (black marks on our white tub, paint on the tile floor, and an adhesive of some kind adhered to the granite countertop) were taken care of by myself, however, those items should have been the responsibility of the contractor.The owner of Lionheart has been contacted multiple times but refuses to come out and look at the issues at hand nor will he send anyone to correct them. We have not done a final walk-thru, and I have not signed off on the work. I received a quote from a different tile installer and repair person of $600 to fix the tile problems, which I requested from Lionheart. The owner has not responded. Regarding the glass, I was provided the name and number of his glass installer, but I was told by the installer that he has not been paid the $2000 owed him for the work Lionheart seems to think is complete. He, also, pointed out he could put a lien on our home to recover the $2000, but he chose to write it off, so he cannot help us with the frosted glass issue with the manufacturer.I don't know if the glass issue was with the manufacturer or the measurements of the installer and, since I cannot get in touch with Lionheart, this is all the information I have at hand as to why the installer has not been paid.The final quote was for $24,250, but we were told there would be a "deep discount" for the shower glass inconvenience. To date, we have paid $22,000.Anything you can do to assist us would be greatly appreciated

  

  Business response

  03/25/2024

  The original time frame of completion was estimated around 4 to 6 weeks. Unfortunately, **** did not give us access to her house as I tell every customer the only way to meet deadlines are to be able to have access to the house. ************************* schedule was extremely unaccomodating due to family issues, her children's extracurricular activities, and her vacations making it extremely difficult for any scheduling to take place. Before the job started, I gave **** a 2k discount to apply to her tile. **** stated that she loved the work and was very happy with it the production. We provided frameless glass non frosted for the customer that was ready for install. The customer stated that they wanted the glass frosted after it had already been prepared, so we sent the glass back so it could be frosted. By doing so this delayed the project and **** got upset with the delay that was totally out of my control due to manufacturing. The glass sub didn't want to come back as he had to reschedule several times and that he had been treated unprofessionaly . The only issues that ever came up were the glass which she was never charged for, and I paid the glass guy out of my pocket and cracks in some of the tile which did not come from us and seemed to be a product issue. We provided a installers warranty which would Cover any install issues. The customer has placed the blame of a product failure on us. We came back to fix issues even though they weren't our fault. The customer said she loved the work and referred us to multiple people, I believe the disconnect is with the product warranty as we don't warranty the product but the install and the glass which we did not charge her for.

   

  Customer response

  03/26/2024

  This is in response to the contractors comments:

  The original time frame of completion was estimated around 4 to 6 weeks. Fair enough. We said three weeks, which was amended for the shower install, which could not be measured for until the tile work was done.

  Unfortunately, **** did not give us access to her house as I tell every customer the only way to meet deadlines are to be able to have access to the house. We gave the contractors access even when we were not at home. We ensured they met our dogs and had no issue with them coming into our home, and we always tried to get back as soon as possible.

  ************************* schedule was extremely unaccomodating due to family issues, her children's extracurricular activities, and her vacations making it extremely difficult for any scheduling to take place. Again, with the exception of Spring Break and a couple of tournaments, Lionheart's people had access to our home.

  Before the job started, I gave **** a 2k discount to apply to her tile. This statement is in regard to either the sales pitch or was due to Lionheart's error in purchasing the correct amount of tiles. They took responsibility for the error and offered to pay the balance, which we were appreciative for.

  **** stated that she loved the work and was very happy with it the production. Yes, the presentation is beautiful, but there are a few cracked tiles from installation and the shower glass has two issues, the first being a quality issue and the second being a glass installed that was cut short by approximately two inches, propped up with a tube of some kind and then filled in with caulk. That is shoddy work and far from any industry standard.

  We provided frameless glass non frosted for the customer that was ready for install. The customer stated that they wanted the glass frosted after it had already been prepared, so we sent the glass back so it could be frosted. By doing so this delayed the project and **** got upset with the delay that was totally out of my control due to manufacturing. We changed the glass from non-frosted to frosted prior to the glass being manufactured. We were told that would increase the time, but we was aware and approved.

  The glass sub didn't want to come back as he had to reschedule several times and that he had been treated unprofessionally. That is a complete lie. I questioned the when the glass would be ready several times, and when it finally was, the installer had full access at the time requested. The final installer was not the original guy that measured the glass or tried to install panels FIVE TIMES that were incorrectly cut. And, even then, we were not rude or verbally abusive to the installer or Lionheart in any way. If anything, we were beyond understanding and gracious.

  The only issues that ever came up were the glass which she was never charged for, and I paid the glass guy out of my pocket and cracks in some of the tile which did not come from us and seemed to be a product issue. Lionheart requested a payment to pay for the glass prior to production. If they state they "paid out of pocket" we do not know where the money went. On a $24,000 project, we have paid $22,000, and I would now like a full accounting of our job.

  We provided a installers warranty which would Cover any install issues. We have not had a final walk-through on the project, nor have we signed off on the work. Lionheart refused to reply to our requests to come view the work and the issues at hand, and after we submitted this complaint, they did send a tile person to repair the cracked tiles, but he missed two of the ones I pointed out, and offered to ****, and I found three more. The glass issue is on-going, since Lionheart and the glass installer have an issue between them about payment, and neither will come out and view the work. We have requested the last name of the installer and his glass manufacturer and contact info so we can try to get these issues resolved, but the installer refuses to give us that information until he and Lionheart come to an agreement, so we asked Lionheart to talk to the installer and the result seems to be this response to the BBB on my complaint.

  The customer has placed the blame of a product failure on us. We came back to fix issues even though they weren't our fault. If they installed cracked tile, it IS their responsibility to correct that work.

  The customer said she loved the work and referred us to multiple people, I referred him to one person, and I do love the presentation...I JUST NEED MY TILES FIXED AND THE TWO PANELS ON THE SHOWER THAT WE HAVE PAID LIONHEART FOR REPLACED AND INSTALLED.

  I believe the disconnect is with the product warranty as we don't warranty the product but the install and the glass which we did not charge her for. It's not a "warranty issue", the tile and glass they installed by them is faulty and they need to provide me correct and intact product I paid for. 

  This "four to six week" project is now going on one year. We can provide photos and screen shots of our conversations, if needed. Thank you.

  

  Business response

  04/12/2024

  LIONHEART pro came and corrected the tile that was actually cracked, free of charge. After further evaluation from my tile guy, the other tile have veins (designs) and are not cracks. I gave a 2k discount on the expensive tile the customer selected just so they would be happy. I also gave the shower free of charge due to the back and forth with the customer and the shower manufacturer. I paid the shower manufacturer out of pocket. The first problem that the customer stated they had was with the shower glass door. The shower glass was the last thing that was done for this renovation and became very problematic due to the customer wanting to switch from regular glass (which was ready to go) to frosted glass ( which had manufacturer scheduling issues), and customer scheduling conflict.

  Customer response

  04/17/2024

  Complaint: 21369882
  
  I am rejecting this response because:

  Lionheart's information is inaccurate.

  LIONHEART pro came and corrected the tile that was actually cracked, free of charge. The work they corrected was damaged during installation and, since LH was informed of an issue the day of completion, the final walkthrough has not been done, no warranty information has been delivered, nor has the job ticket been closed, LH was correcting their own installation errors which should be their responsibility. 
  
  After further evaluation from my tile guy, the other tile have veins (designs) and are not cracks. Per the attached photos, the pink post-it tags designated remaining cracked tiles missed by LH tile subcontractor when he came for the corrections. The tiles were originally marked by colored Post-It tags, but the tile subcontractor did not come out on the date specified by LH, so a photo was taken at that time and the tags were removed. When the tile subcontractor came the following week, I texted him the photo and asked if he wanted the tiles remarked, and he said no. Subsequently, he missed two tiles and a raised accent dot, and I found three more that were cracked. I have video touching a veined tile and then touching a cracked tile, to show the difference, if requested.
  
  I gave a 2k discount on the expensive tile the customer selected just so they would be happy. Per the attached transcript of our conversations, LH did not give us a 2k discount on the expensive tile the customer selected just so they would be happy, he short-ordered the tile and took responsibility for his own error, even though I asked for the price of the additional tile and offered to pay for it. 
  
  I also gave the shower free of charge due to the back and forth with the customer and the shower manufacturer. I paid the shower manufacturer out of pocket. I was never informed of this. I was told by LH there would be a "deep discount" from the manufacturer for the inconvenience and that would be passed on to us, but when LH asked for the last draw he said it was to pay for the shower. Per the attached transcript of our text conversations, with only $1156 left on the contract, I dont see how this was paid out-of-pocket, plus the fact the glass installation subcontractor stated LH owes him $2000 which he said he could put a lien on our house to recover but chose not to and just wrote off the loss. If LH wishes to dispute this, we will need a full accounting of our project.
  
  The first problem that the customer stated they had was with the shower glass door. The shower glass was the last thing that was done for this renovation and became very problematic due to the customer wanting to switch from regular glass (which was ready to go) to frosted glass ( which had manufacturer scheduling issues), and customer scheduling. Per the attached transcript of our conversations, we accepted that the change to the frosting of the glass was our fault and we had no problem waiting for the process to add this was done; the issue was the five times the installers were supposed to install the glass but could not due to the glass itself being chipped or cut incorrectly. (6/12/23, 6/15/23, 7/10/23, 7/11/23, 7/12/23, documented). Also, when the frosted glass was rejected due to a chip for the first attempt at installation, we were told it only took "2 or 3 days" to redo it, so why did it take over a month to add it to already cut glass when we changed from clear to frosted and then again when they had cut it incorrectly? Also, you can see that notice of contractors being in our house was given with little notice, and we were most accommodating in allowing them to come in when we werent at home, asking our teen and grown children to let them in, or once asking if LH could meet the subcontractors at our house, which he had offered to do.
  
  Since the time the tile subcontractor came and corrected some of the cracked tiles and raised dots and then was informed some were missed and new were found, LH texted that he would try to schedule tile subcontractor back in, but he never returned. Also, in regard to the shower glass installation subcontractor, LH said he would talk to him, if he had to, but hed rather I did it. I tried and the installer would not even come to the house to view the work in question until he talked with LH directly, so I relayed that message, followed up a few days later with a text asking if they had chatted, and until a missed call yesterday, that was the last time I heard from LH. Also, of note, LH has stated he would come to view the issues, but has not been to my home after multiple requests since May 2023.
  
  So, after an exhausting experience trying to get this project to its logical and professional end with no satisfaction in sight, we employed a different renovation company to finish replacing the broken tiles from the original installation by LH, six in total. The new contractor, also, installed the transitions that were missed on the original quote (and we neglected to notice) but that we spoke of several times and LH concluded could not be done, and he replaced the missing trim part on the tile surrounding the shower. This was at our additional cost of $725, for work that we contracted LH to do, but he refused. (Receipt attached.)
  
  Also, we scheduled a service call from the Shower Door Guy (thats the name of the company) who inspected the work done by LHs shower glass guy and, while he said the work was "shoddy", it was within the industry standard, and replacing the shoddy panel would be risking the integrity of the surrounding tile and adjacent panel. This was at our additional cost of $125 for work we contracted LH to do, but he refused to come and review. (Receipt attached.)
  
  Therefore, the tile repair and shower work is complete, and we have emailed LH to pay his shower glass installation subcontractor the remaining balance owed as soon as possible from the money we have already paid. After that, we want to officially close out this job, but since LH refuses to come to our house, either to inspect the issues, to meet with his subcontractors, or to do the walkthrough, we will forgo that formality and they can email us anything else that needs to be signed. Once that is done, we can close this complaint.
  
  Thank you to the BBB for your assistance in this matter.
  
  Sincerely,
  
  *************************

  

  Business response

  05/13/2024

  Our contract that was sent to you and confirmed by you details the $ amount allocated for tile and what we were responsible for. I called you and left a message with no returned call to rectify the situation. I wish you had a better experience with us and wish you the best of luck. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March of **** *************************, and Lionheart properties sign a contract with my wife and I to do complete renovation on our house after a water damage. ****** who is a fast talker well spoken outlines in his contract what he will be doing for the money. Because I was travelling ,****** had to be dealing with my wife directly , as I was getting update from my wife I realize incompetence and poor workmanship on the job. i came home and challenge ****** on a poor installation on some hardwood flooring he had install ,and his exact word wad as soon as I get her I am asking all these questions.As i begin to ask question i realize that ****** has absolutely no experience in construction and should not have bee hired ,****** and his boy destroyed over $10,000 worth of hardwood flooring that i bought ,he absolutely has no experienced in floor installation, all his drywall work and painting was poor quality.after his second last payment of $25000 to ****** left us with no kitchen, poor installation on flooring, some painting, no glass installation, all still outstanding. ****** went missing , and we have been calling and texting him and no response .All his workmen has been calling for payment because he has not paid any of the workmen A case has been filed against ****** and his company and we are waiting on a court date .I am warning everyone if you see this guy please run he is a good talker ,who will take your money and run he has no experienced ,and does inferior work and he is a Thief He took our money and left us in the middle of construction HE IS A THIEF

  

  Business response

  11/01/2023

  **************, it's unfortunate that we weren't able to exceed your expectations. I met ***************** wife and provided a quote based on the scope of work that was discussed. We agreed in the quote to put 40% down towards material and labor (40k). The Browns conveyed that they didn't have that amount to get started and wanted me to work with you. Against my better judgement, we started the project with 10k. During the entire duration of the project, the Browns and I talked every day via phone and the group text message that I created. We drywalled all three levels of your house, installed recessed lights, fixed plumbing, tiled your master bathroom and guest bathroom, painted the interior, and multiple items. As soon as we started the project, you guys added on additional work without providing any additional funds, but we took care of it in good faith. Both said that they loved the work and appreciated us working diligently every day. My guys would work until 7p most days. The ******* had an issue with their septic tank, which started to flood their basement. Luckily, my drywall guy was working late and notified me. I left my house at 8 pm and had ******************** there to stop the leak. I FaceTime ************** to show him the issue with his house as we discussed different options. This is the type of service we provide with extended access and communication throughout the day. Mr. and *************** expressed how they loved the work performed thus far. We installed engineered floors a week before ************** arrived. At this point, we were more than 65 % finished with the scope, not to mention all of the additions that the customers added. *************** told me she loved the floors when they were installed a week later when ************** arrives in town, we walked the house together, and he tells me that he is very pleased with all the work, but he is not happy with engineered floors. He and I discussed his areas of concern. I told him that I would have my guy back out to make corrections. ************** expressed that he wanted corrections while he was in town for a few days. I told him that it wouldn't be possible because of scheduling. ************** became irate and belligerent, stating that he would hold funds until he felt happy with the situation. My guys worked for a month straight doing the scope of work and additions that were not paid for. After pleading with *************** to talk to her husband as this issue would cause schedule delays. They finally wrote a check that was owed for work completed. ************** stated that he immediately wanted his kitchen completed. I told him that the delay of withholding the funds pushed the schedule for deposits to my tradesmen. ************** became irate and told me that if I could not have cabinets and countertops done in his time frame, then he wanted a refund. I reiterated to ************** that our crews go by scheduling. Due to the mishandling of funds by **************, the project schedules had been adjusted. I told ************** that I could get the work done for the price that I quoted, but he would have to be patient for the installers. ************** became irate and belligerent. I gave ************* the option that we could continue to work together or that he could keep the remaining funds and not pay us for all the additions that were added totaling over 14K.  ************** told me not to call him or his wife as he was finished dealing with me. He stated he would take legal action with me for not meeting his personal deadline, which again was delayed due to ************** actions. I tried to reach out and was told again not to call. I find it disingenuous for you to say that I am a thief and that you have been calling and texting with no response. This is troubling because we literally talked every day from the start of the project until you requesting me not to contact you or ***************. The Browns initially praised all our work, telling us we would be their resource for all contractor needs and spoke about doing future investment properties together. My wife and kids met each other, and my wife even provided free CAD drawings. Again, I respectfully disagree with your statement as I have an entirely different perspective and documents to provide what happened. My project manager and I have before and after pictures of the work that was done, and the text thread/ group chat where everything is documented from changing scope of work to cursing me out. I have endured this disrespect in front of my crew and Mr ****** attempts to make side deals with my crew to avoid payments. Our working relationship has been tarnished and made into a hostile environment. My company lost money. We may disagree on multiple things, but I can agree that this was a nightmare

  Customer response

  11/03/2023

  ****** at the end of the day we have a sign contract with you to complete our work which includes a kitchen,, stairs case, and to our finish bathroom and you took 90 % of our money and left us with no kitchen unfinish stairs and unfinish bathroom. ****** you must be living in another world, we have a sign contract sir and you took the last payment of $25000.00.and run away from us .****** you are just who you are because i happen to know we are not the only customer  you have rob ,and you should not be doing this to people with their hard earn money .you will pay us sir because we are taking you to court, and i will expose your company so no one else get rob.

   

  We have a sign contract ****** .you are just a professional THIEF

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