ComplaintsforDesign First Builders

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Design First was contracted to complete a kitchen and bathroom remodel. In the process, they damaged our front door, destroyed the door sweep in the garage, and in writing promised to order an additional box of backsplash tiles.After being paid, they are refusing to repair the front door, replace the destroyed garage door sweep, or order the backsplash tiles that they listed at no charge on their completion punch list.Throughout the process their construction manager, *******************, has refused to complete the work promised by Design First.

  

  Business response

  07/22/2024

  To: BBB
  From: ***********************************, VP of Design First Builders
  Date: 7-19-24
  Complaint: ID ******** filed on 7-9-2024
  Response due date: 7-23-2024

  
  Dear BBB Customer Relations Advocate,

  I am writing in response to complaint ID ******** lodged by our esteemed customer, *****************. Following our discussion with ************, we respectfully disagree with his assertion that any misunderstandings regarding the coverage of warranty or our obligations as a service provider were made due to mistakes on our part.

  It was mutually agreed upon between our company and ************ that he lacks substantiation for his complaints--at least he admits no eyewitness account or video evidence--concerning a damaged front door, a garage door sweep, and an alleged promise of additional backsplash tiles. Additionally, ************ has a history of requesting complimentary services and making unsubstantiated claims, such as those detailed below:

         1) Allegations of negligence regarding an underground HVAC pipe, a matter explicitly exempted from liability in his contract.
         2) Total cost of additional, complimentary work provided to ************ amounts to $10,050.

  ************ expressed frustration through his BBB complaint regarding our decision not to continue providing additional services post-completion of his project.
  

  Regarding his specific grievances:

  1) Front Door Damage: While ************ submitted a photograph of the damaged door, he provided no evidence implicating our company. He attributes the damage to a lock box, which is made of non-abrasive material. Moreover, our extensive experience of over 4000 projects has not previously encountered such an issue with this type of lock box.
  

  2) Garage Door Sweep: ************ initially claimed our electricians removed the garage door sweep, which he later implied had been stolen. His own admission that he installed a replacement due to insects entering his home suggests an alternative explanation.
  

  3) Promised Box of Tiles: ************ contends that a box of tiles was guaranteed to him free of charge, despite no such commitment appearing in the documented records. This request appears consistent with his pattern of seeking additional complimentary items.

  In essence, **************** complaint revolves around his expectation of receiving items and services beyond the scope agreed upon in our contract, and not covered by warranty.
  We firmly believe that **************** complaint lacks merit as it concerns matters unrelated to our contracted products or services. Rather, it reflects a pattern of seeking additional benefits under the implicit threat of escalation. We stand firm on this principle.

  We respectfully request the BBB to consider withdrawing this complaint from our public record, which could otherwise impact our longstanding reputation. We remain committed to upholding the standards of marketplace trust that the BBB champions, evidenced by our consistent A+ rating and compliance with accreditation requirements.

  ************ has expressed overall satisfaction with our handling of his project, having settled his account in full. We are prepared to address his requested repairs and provide a box of tiles as a gesture of goodwill, contingent upon his acknowledgment that these items are not owed to him under our agreement, and, as such, the complaint be removed by the BBB.

  We eagerly await your response.

  Sincerely,

  ***********************************
  VP, Design First Builders
  ***************************************
  ************

  Customer response

  07/23/2024

   
  Complaint: 21961320
  
  I am rejecting this response because Design First's response is inadequate. I have attached evidence from the Punch List, where it states they will order the backsplash tile. It does not state any charge. I've attached images of the door sweep from their daily log and of the front door damage in the shape of a lockbox.

  In dealing with Design First, they threatened not to honor any warranty items if I did not remove the BBB complaint. The facts in this case are clear and so is Design First's behavior.

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

  

  Business response

  07/24/2024

  Design First Builders maintains a commitment to honesty and justice in our approach to this client. We have previously extended significant efforts, exceeding $10,000 in unpaid products and services, to appease the client and preempt unwarranted complaints. However, we can no longer tolerate his pattern of threats, system misuse, and false accusations. We now firmly refute his final three frivolous claims. We trust that the BBB will uphold ethical standards in supporting local Chicagoland businesses, just as they advocate for consumer rights.
  

  Despite **************** potential rejection of our response, his complaint fails to identify any issues with services or products provided by our business, as required by BBB guidelines. The alleged door scratch, missing door sweep, and desired box of tiles were not items for which we were responsible or obligated to provide at no cost.
  

  Furthermore, **************** accusations lack substantiation and credibility, rendering them baseless under BBB review criteria. Such unfounded claims can significantly harm businesses and the livelihoods they support.
  

  Addressing **************** specific claims:
  

      *The assertion that we took his door sweep is unsubstantiated by pre-construction photos, which do not show evidence of such a sweep. Instead, they depict a previously installed, paint-covered strip in the supposed location.
  

      *Regarding the claim of a scratched door from our lockbox, pre-construction photos reveal existing damage caused by prior hardware, not our equipment. The nature of our rubber lockbox precludes it from causing paint damage down to the metal, and we have no history of such complaints.
  

      *Concerning the alleged promise of a free box of tiles, ************ failed to provide any evidence supporting this claim. Initially requesting the tiles and subsequently declining them after price confirmation demonstrates his change of mind, not an obligation on our part.
  

  These complaints do not fall within BBB guidelines pertaining to warranties or guarantees. Neither do they demonstrate any guilt on the part of Design First Builders. Moreover, **************** accusation that we threatened to void warranties in exchange for removing his BBB complaint is entirely false and unprecedented in our longstanding business history.
  

  In conclusion, it should be evident to the BBB that **************** claims are either mistaken or intentionally deceptive. There was no contractual commitment to provide free products, and we urge the BBB to dismiss this complaint and not publicly post it in order to strictly adhere to their own guidelines and/or, if nothing else, to preserve our untarnished reputation for ethical business practices.

  Thank you.

  Regards,

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

  VP Design First Builders

  
  

  Customer response

  07/24/2024

   
  Complaint: 21961320
  
  I am rejecting this response because the picture Design First attached of the garage door sweep is an interior door leading between the garage and the house. I've attached previously a picture showing that exterior garage door with the door sweep circled. Similarly, I previously attached the punch list where Design First stated they would provide the box of tiles. There is no mention of a charge on the written document.

  The matter continues to be simple, and as seen by the tone of Design First's response, they are challenging to work with. I have never had an experience like this with any other business. They continue to claim they've done thousands of dollars of additional work, which is not true. Unfortunately, the phone call I had with *** was not recorded. However, during it he did state Design First would not honor warranties for their project unless I withdrew this complaint.

  It is clear Design First will not remediate these issues and I hope the record of the interaction is helpful for others.

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

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The shower in the remodeled primary bathroom, which they built, started leaking into the kitchen below. They confirmed their install was the cause. They agreed to re-renovate the shower and replace the bathroom floor tiles which were laid wrong. They demo'ed the bathroom but lost the replacement tile for the accent wall. We found acceptable new tile for the accent wall and had it priced. They wanted to purchase it and sent us their total materials estimate. They priced it higher than us buying it directly from the retailer, as well as included the cost for all the other replacement tile. I pointed out we should not be charged their 'design fees' and other ambiguous charges since we did all the searching, and our original allowance for all the other walls should net to $0. We have not heard back from them since, and have not had a finished bathroom for over a year. I also contacted them several times about ************ stairway light. It had on/off switches at the top and bottom of the stairs. During their electrical work throughout the house something happened and those switches no longer functioned. We were told it would be costly to open the walls to see what happened, and they wouldn't cover it. Their solution was to install a motion-sensor security light, which they attached to a piece of wood and then to the wall. The light started malfunctioning and now strobes when activated by movement. Additionally I contacted them regarding the ceiling light in our son's room, which is next to the primary bathroom. The bulbs faded in power, then all went dark, and now the light doesn't turn on. In the downstairs bathroom, which they also remodeled, there is a continual leak behind the wall. They said it was the fault of the faucet manufacturer so I had the part replaced, and installed by Design First, but the leak persists. There are also some wall tiles around the bath/shower coming lose.I have written to them multiple times but get few responses and no fixes.

  

  Business response

  04/10/2024

  We are actively working with this client through our project management software. The emails had not been making it to the correct people/not notifying people initially. We are working with the client to complete the work. Attached emails with client.

  Customer response

  04/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have been in contact, both by phone and in person, and are resolved to complete the work. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a home renovation/addition done in 2 stages. A kitchen/main floor remodel was done 4 years ago (5 year warranty, was told items would be honored due to covid when I opened up a warranty case). A few months after the remodel was done. We had an upstairs addition added to our home. The main floor remodel included adding hardwood flooring to our kitchen and patching a few areas where walls were removed, sanding and staining the flooring. About a year after the remodel, the filler started cracking. We would find pieces of wood throughout the house. At the time, I had babies crawling around my home and picking up the pieces. I notified the company that we were unsatisfied and requested a resolution. We spent the next 2 years following up with various employees through the warranty department. They sent workers out on several occasions who refilled the gaps saying that was all they could do. They told us we would have to purchase wood filler and fill the gaps as needed. We informed them it between every piece of flooring and would need to be refilled consistently which was not an appropriate resolution. I followed up several my times and was told someone would come out to look at it. As a first time mom of twins, I did not have the time to constantly follow up with the company, so the issue was left pending for months and months after each follow up. In the last few days, I have reached out to 3 different people regarding the pending warranty issue and have not received a response.

  Customer response

  05/08/2023

   
  Complaint: 19518386
  
  I am rejecting this response because: it has still not been resolved. We are requesting that the floors be replaced and have given an estimate. We are waiting to hear back from management. We are working on getting a second estimate today. 
  
  Sincerely,
  
  *****************************

  

  Business response

  05/26/2023

  5/26 

  Upon receipt of the complaint, we reached out to the client, and started working on understanding the cause of the issue, and exploring options to address. A written response (acknowledgement of the report) was submitted to BBB team, and later on posted to the site by BBB team. 

  This response is to provide an update, per BBB's requirement, not to close the complaint. We are in friendly discussions with the customer, and are confident this will be addressed to the customer's satisfaction. We will provide another update soon. 

  Happy Memorial Holiday! 

  Design First Builder

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

  Customer response

  05/28/2023

   
  Complaint: 19518386
  
  I am rejecting this response because we are still in negotiations with the company. 
  Sincerely,
  
  *****************************

*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. ↩