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Business Profile

Siding Contractors

Sutton's
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:01/01/2024

    Type:Order Issues
    Status:
    Answered
    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.
    An agreement was reached to give my basement a facelift (flooring, new interior doors at entry, patch drywall, new drywall ceiling, new lighting/outlets, paint, level the landing and 2 new stairs, frame in and finish a closet); all within one month. It was not finished in a month. The rise/run of the new stairs don’t match the other stairs. The electrician did not finish his job but left me with a bag of outlets and switches. He also did not install colored lighting as we requested. The drywallers covered the heat vent! Second coat of paint was not done on doors. Framing around doors was not painted/caulked. Because the month deadline came and went, I asked that they could finish the jobs on a Saturday. The contractor said they could not get anyone to work on a Saturday. I said forget it; I will finish the jobs myself. I paid them $10,500 for the work done, but I am so angry about the heat vent. I want to know if covering a heat vent is a construction hazard and if so, how can I get it fixed? I went to the Sutton office before Christmas to speak with someone. No one was available and I still have not heard from them. What is the best remedy for my problem? Thank you.

    Business Response

    Date: 01/24/2024

    Due to unreasonable and unnecessary restrictions placed upon us by the customer we were unable to complete our contract. The customer repeatedly denied  access to her home to complete the work during normal business hours/days which is a breach of our contract and she also prevented us in the performance of our contract.
    Those restrictions were a failure to provide access for our workers during normal business hours and also wanted the work scheduled in a way which was impossible to perform under normal business hours.  We’ve attempted to accommodate the customer but this particular case is complex. We were told we could only work on Saturday’s. When we explained to the customer that we couldn't work on Saturday, we tried to work with her to get another date. Customer refused entry and said she would finish the work herself. Customer was asked to have a conversation about credits and the final payment but wouldn't return our calls. We then received a letter from the customer with a check for $2,000.00 stating she is only paying a total of $10,555.00 even though the contract she signed is for $29,219.40. 
    Unfortunately we don't think the BBB will be able to help us resolve this and we have decided to turn this over to our attorney. 
    Respectfully,

    ***** ********
    Sutton’s Inc
    Office Manager

    here...

    Customer Answer

    Date: 01/24/2024

     I am rejecting this response because: Suttons had a month to finish the job and didn’t. The only time left to finish was on Saturdays. They were not able to work on Saturdays. Covering the heat vent, not painting twice, not finishing electrical, etc is not amenable to the contract. 

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