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:10/30/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  May 2024 we signed a deal with **** to renovate our home. Was told it would be done in 9-12 weeks. Demo was June 25. 4 months later and we have a poor plumbing job and no bathrooms or kitchen. They did install floors and paint the rooms. Materials for the bathrooms and kitchen were paid for in July. Promised move in dates of October 4 and October 11 have come and gone without explanation. We cannot get the owner to communicate clearly with us. We are living in our camper on site. And cannot stay here much longer due to weather. We are asking the job be made priority one and completed so we don't have to move into a hotel.

• Initial Complaint

  Date:06/27/2024

  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.

  The contractor began the project 5 months late and has shown a consistent lack of reliability and professionalism. The quality of work is unacceptableincorrect materials were used, and the installation has led to additional damage, including leaks. Despite repeated attempts to communicate with AW Puma ************************************ and directly with Mr. ***** their responses have been unsatisfactory, and promises to resume and complete the work have not been kept. I have tried to resolve this amicably, even offering assistance in selecting proper materials, but my efforts have been ignored. The current state of the project is a significant inconvenience, leaving my family without functional bathroom facilities during the hot summer months. Requested Resolution:I am seeking the BBBs assistance in mediating this matter to secure a partial refund for the substandard work and failure to complete the project on time. Enclosed are photographs of the work in its current state and copies of all correspondence with the contractor for your reference. Thank you for your attention to this matter. I hope for a swift resolution that ensures accountability and fair treatment for consumers like me. Sincerely, ***************************

  Business Response

  Date: 06/27/2024

  We are very surprised and perplexed that you would file a complaint considering we had spoken 7 days ago on the phone. I emailed him on Monday (without any reply) and also several hours ago (today 6/27). ***** for some reason or another has chosen to file a complaint today while we have been trying to reach him since the beginning of this week.

  As he is well aware, the project started 5 months late because the town of ********* did not approve your permit. We kept you informed throughout the process and even suggested you call to see if you could light a fire under them as a homeowner. The delayed start was due to us waiting for permit approval. You are very well aware of this. The fact you have chosen to omit this fact is deeply concerning. Once the permit was issued our team started right away. Again, this is all in email and in our communications. 
  
  
  Once work began we made him aware that the framing on the exterior wall of the bathroom we were working on was rotted. Most of the studs were rotted almost entirely. This is also documented. We sent over a change order for the new, additional work as this was not on our contract. You agreed to the same. We started on the work less than a week later. After entirely reframing the walls and ceiling we proceeded to begin the siding of the repaired area. We noted that we could not locate the exact pattern to match on the wood that had been quoted to his insurance company. As a clarification we had quoted him at pine for the siding because thats what we believed it to be at the time of quoting (the siding is painted). We gave ***** several options once we discovered it was Cedar. 1. use the pine siding at the same size but different pattern. 2. Use the cedar and we will issue a supplement for insurance to pay the difference so we get the correct material or pattern. 
  
  
  ***** at that time decided to take it upon himself to locate the correct siding. He shared with us that he had located the correct siding in pine at a national lumber location. It is worth mentioning that we had physically been at the ****** location prior to advising him the pine was not available in the pattern and size. Upon calling that location and the other they said they stocked no such siding. We once again passed along this information to *****. He called them and they allegedly confirmed that they did have it and got the item number at my recommendation. We once again called and spoke to ***** at the ****** location with the said item number. ***** informed us that the siding was cedar siding (in the pattern we needed). This was the same exact one we had offered him at the beginning but which refused to approve. 
  
  
  On Monday, 6/24 at 11:15am I sent ***** an email with the above information. Mainly that once again the options were a pine that didnt have the pattern or the correct cedar which cost a bit more (that insurance would be on the hook to pay regardless). I emailed him again at 11:33am clarifying some information as well as the rep we had spoken to at the national lumber he had been calling. I emailed him again on Thursday, 6/27 at 1:35pm, prior to his filing this complaint. Other than this complaint from BBB, he has not replied to us. ****** claims that we have not communicated with him or that he has never been able to reach me or anybody at my company are total fabrications. As a matter of fact, prior to these emails we had spoke last Thursday, 6/20 about the siding issue. 
  
  
  We have attached screenshots of emails sent as well as a screenshot of our 10 minute call which took place on 6/20. Any claims that we have ignored him or not been communicative are pure fabrications as evidenced. Additionally the photos that ***** attached merely show a project in progress. A project which requires a decision on his end in order for us to continue. Additionally, the photos he has attached to "prove" substandard work are photos of the project in progress. At no point have we expressed or implied to ***** that his project is done nor that this is a completed product. Any claims to masquerade a project in progress as a completed project is disingenuous at best.

   

  As we have stated to *****, and will do so again, we are more than happy and committed to finishing his project. What we require is communication and replies on his part in order to do so. Once we have the information/ decision we have requested, we can schedule our team to go back right away.

  Customer Answer

  Date: 07/04/2024

  I am very surprised and perplexed that Mr. **** when he explained why the project started 5 month late forgot to mention that he did not complete application for Permit to Build until 1/29/24 which was almost 3 months after we signed the agreement, and I made the first payment. Application was started on December 14, 2023, but payment of $220 for application which means completion of application was not made until 1/29/24. I will attach filing document from building department of ************. On 1/14/24 I emailed Mr. **** and asked when he was planning to start the project. Mr. **** responded same day: Have been waiting on the permit this entire time. Again, I am very surprised that Mr. **** was waiting for the permit before he completed the application. Even after I asked about the delay it still took 2 weeks to complete the application. Blaming Town of ************ for delay before completion of application and lying to customers is absolutely unacceptable. Building Department of ************ was very unhappy to know that Mr. **** blamed them for delay while he himself was dishonest.
  
  Unfortunately, dishonesty continued. I was notified by **************** **** that they could not find pine tongue and groove siding boards the size of siding I have now (1X4) and offered me to pay extra $3000 for cedar boards. I asked several times to tell me item numbers or samples of sidings so I can compare and decide. Mr. **** ignored my requests. He informed me that? 5.5 was the smallest we found in regular wood. I will attach that email too. I went myself to local National Lamber store and found the exact pine siding (1X4) we needed. I immediately notified Mr. ****. Member of his team went to buy it 2 weeks later and it was gone and they couldnt find the size 1X4. I called National Lumber myself same day and was told that the right size is available in ****** National Lumber. I notified Mr. **** immediately. When they came to do siding, it turned out that they bought wrong siding, same size but wrong pattern, different from what I have in the rest of the building. After 2 days of rain the siding they attached to the wall got deformed, meaning that water got in between new siding and wall. It means there is leakage and wall will have to be redone, or otherwise same water damage will happen again. Now after rainwater is dripping of the walls, there is water on the floor. It means everything have to be redone, or otherwise same water damage will happen again. I already submitted pictures with water on the floor of the bathroom and water dripping of the walls.
  
  I have to say that the work of AW **** Restoration & Remodeling was nonexistent, inadequate, unreliable or incorrect. I have no faith in the professionalism, reliability, experience of AW **** Restoration & Remodeling. I dont trust this company to continue to work on my property. I am demanding refund and cancelation of the contract.
  

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:04/20/2023

  Type:Order 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.

  I hired Puma construction to do the bathroom remodeling. They started work on 11/29/2022, the completed date for this work on the contract is 1/17/2023. However, they havent finish the work until now. We added extra electrical and framing which needs maximum two more week. I contacted the owner ***************** many times, but he always ignore my messages.

  Customer Answer

  Date: 05/03/2023

  I heard from them, but the problem is not be solved.

  ****** who is the contractor contacted me when they received the first message from BBB on 20th Apr. His people came and worked for one day. He also told me he doesn't know when the plumbing inspector will come.Then they disappear again.

  ****** contacted me on 1st May, one day after BBB sent me the second email. He told me his people will come this Wednesday morning (3rd May), but no one show up. 

  Business Response

  Date: 02/26/2024

  Client was contacted right after. Latest text message was in May 2023 as shown in screenshot.

• Initial Complaint

  Date:01/31/2023

  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.

  Re: ****. Home Improvement Contract with ******* ************************************************ LLC, signed and countersigned 6.16.22 for work to be performed at ******************************************************************. Commitments outlined in the Revised Proposal of 6.15.22 and Change Order of 11.1.22. ******* pulled building permit; was provided up-to-date site survey, Title 5 documentation, and Soake Pools detailed product instructions on more than one occasion, including at a *************** in Aug 2022. ******* committed to subcontracting electrical and plumbing work. Project commenced 9.6.22. As of 1.12.23 (date on which I informally notified ******* of my intent to cancel our Agreement; certified letter mailed 2.1.23), the project remained largely unfinished and may, in fact, need to be disassembled and reconfigured due to: the contractor's failure to follow documented instructions provided by Soake Pools, which resulted in numerous "corrections" and corrections to corrections; a failure to consult the site survey at various critical stages of planning and execution, including the location and digging of trenches and proximity to the septic system; disregard for ***** of ****** notes on permit; lack of oversight of subcontractors at critical stages of planning and execution; repeated and frequent failures of subcontractors to appear; extensive damage to the back yard; damage to gutters and siding; steady deterioration of and prolonged exposure of septic system; prolonged exposure of the pool to the elements and to careless work performed around the pool. Most importantly, the pool, according to the Nashoba ***** of ****** on 1.13.22, must be removed and/or moved further from the septic system, which means reversal of much of the work performed by *********. Correcting the mistakes and "corrections" of ******* and its subcontractors will likely cost me much more than the original quoted estimate. Therefore, I am seeking, at minimum, a full refund of monies paid to date: totalling $65,919.85.

  Customer Answer

  Date: 02/11/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 02/14/2023

  We are in receipt of Ms. ******** complaint. The clients complaint fails to elaborate and substantiate any true claim. Additionally, pertinent details have been omitted that would disprove or otherwise negate any claim. In this response, we do not intend to address every single assertion as we d
  
  The client fails to mention that all work was inspected and approved before moving onto the next phase. Additionally, the board of health approved the location of everything. As a matter of fact, the client had a prior concern about the septic and called the board of health months prior to inspect everything. At that time, the board of health inspector gave us the go ahead and we proceeded accordingly with Ms. ******** knowledge and approval as well. The clients claim that we did not follow board of health notes is therefore without merit.
  
  The claim of damage in the backyard is simply preposterous. There was excavation equipment (excavator and bobcat) used to make the hole for the pool as well as backfill the pool once installed. We had explained prior to beginning to project that the backyard would be affected. The client was aware and even removed her garden herself prior to us beginning. The damage the client is referring to is typical to any project where holes are being excavated and machinery is on site.
  
  Ultimately, the client has made various claims to which ********* does not agree with. We do not agree that there were issues with the work. However, if there were issues, ************* was not afforded any opportunity to address them, let alone correct them prior to termination of the contract. We refuse the clients request for a refund of $65,919.85.

  Customer Answer

  Date: 02/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ***************************
  ********************************************************************
  
  Re: termination of ************* Home Improvement Contractdated 15 June 2022 between ******* Construction and Remodeling LLC and myself for ********* Decks at my residence, located at ***********************************************************************************
  On balance, the work of AW ********** and the work of its subcontractors has been nonexistent, inadequate, unreliable, or incorrect. Having lost faith and confidence in the professionalism, reliability, experience, and oversight of ******* and its subcontractors, continuing with them would have been ill-advised. In short, ******* has not completed the work as described in our Agreement, in a timely and workmanlike manner (Clause 6), not just once but numerous times. Thus, my move to cancel the contract.
  On Jun 14, 2022, ******* emailed, Our team generally schedules 4-6 weeks out for something like this. The project was originally supposed to commence on July 26, 2022 and be substantially completed September 27,2022. By mutual agreement and understanding, the project start date was moved to September 6. In which case, the project could reasonably be expected to be substantially completed two months later or, at the outside, prior to Thanksgiving. That was beyond the 4-6 weeks estimate, which I understood and accepted, given the complexities of the project. As of January 11, 2023, the project remained incomplete with no clear end in sight. I do feel that I have given this project and this contract a fair go, allowing them multiple opportunities to correct their missteps, but my patience with and my confidence in ******* and its subcontractors has been exhausted.
  An erosion of my confidence began with AW Pumas failure to provide detailed drawings of the project, and an estimate that lacked much itemization.Just one example: in reviewing the permit documentation, the Electrician quoted a price of $1500; ******* invoiced me and I have paid $7850. A lack of careful observation and assessment of the site led to later issues, like how the deck was attached to the house, the need for several more concrete footings, discovery of structural issues in the bump-out, inaccurate reading of the site plan which led ******* to conclude that the leaching field was further away than it was in fact.
  The following is a sampling of lapses in timeliness or workmanlike performance.
  Marking a trench for plumbing and electric that ignored the provided site survey (clause 5.q.), which showed the location of my septic system and leaching field.
  Digging the trench for plumbing and electric prematurely. This resulted in a botched delivery of the pool.
  Failing to ensure that the pool, when delivered, was square to the house. This had a cascading effect: the lower deck is neither square to the house nor to the upper deck.
  Failure of footing subcontractor to show up on October 7 or any time thereafter. Seven days later, October 14, AW Pumas own crew appears to dig the holes for the footings by hand, a process that took many hours and days.
  No show: October 25, crew supposed to work on holes for footings. They appear two days later, on October 27.
  No show: November 3, crew supposed to work on holes for additional footings. [One worker appears at 5:19 p.m.]
  November 7, subcontractor begins framing and has many questions and concerns which I am unable to answer.
  November 8, ******* orders insulation of outside pool walls,which is not in accordance with the Soake Pools documentation provided on more than one occasion.
  ******* orders backfilling around pool take place on November 9, which is not in accordance with the Soake Pools documentation provided on more than one occasion.
  No show: November 9, no crew appears; backfill subcontractor does not appear.
  No show: November 10, no construction crew appears.
  November 10: Backfill subcontractor, **************, appears at noon with his equipment and has not received clear instructions from ******* about what he is supposed to be doing. To his point, a large pile of dirt and fill left at the back side of the outermost deck is directly obstructing his ability to backfill around the pool with crushed stone. He and I try to reach *****************, but ****** does not answer and/or asks the subcontractor to stop bothering him because, quote, he has a business to run. Under pressure by ************** to make a decision and unable to reach ******, I give ************** permission to spread the mound of dirt. The dirt covers any remaining yard that might have been preserved,  well beyond the scope of the pool and its immediate surround. This has destroyed my back yard, and has turned it into a mud flat. Restoring the yard will require employing a professional landscaper. Unable to reach *****************, I pay the subcontractor,*******************************, $1200 for the work. He backfills with crushed stone,which is premature and not in accordance with the Soake Pools documentation;most importantly, the copper bonding wires at the four corners of the pool have not been exposed and pulled up. In addition, none of the plumbing connections had been made, nor had the electrician run the bonding wire around the pool,installed a copper mesh, or threaded the light; nor had an underground electrical inspection taken place; or spray foam applied to underground pipes.All of those steps were required prior to backfilling. ******* later credited my account $1200.
  No show: November 11, crew is supposed to appear and clean up the site, which is disorganized, unsightly, and littered with trash. This clean-up was at my request. November 11, no crew appears to clean up or do any work. November 12, no crew appears to clean up or do any work.
  As of November 14, additional footings not yet inspected or filled.
  No show: December 7, plumber does not appear. New date for plumber: Dec 12
  No show: December 12, plumber does not appear.
  No show: December 13, plumber does not appear, nor any time after that. I am given December 21 as the new date for a plumber. Given the two week delay (from December 7) and a poor track record of AW Pumas plumbing subcontractors,I request that this recently-booked plumber be cancelled and that we instead try to hire a plumber with Soake Pools experience. The Soake-recommended plumber is unavailable until Jan 15. ******* proceeds to search for and schedule a new plumber.
  Incomplete: December 17, instead of full removal of debris at end of driveway per my request, removal is incomplete, leaving large stones that would damage a snowplow. These large stones and chunks of concrete remain until Jan 3.
  December 23, I am told that a new plumber will appear before the end of the year or early in the new year.
  No show: January 2, plumber does not appear.
  No show: January 3, plumber does not appear.
  Incomplete: As of January 11, no plumbing work has been done.
  Incomplete: Additionally, because the copper bonding wires were not exposed, more un-digging took place, which included creating a new hole directly beneath one end of the pool. It took an entire day for the four wires to be found. In the process, the insulation glued to the sides of the pool has been damaged, the insulation lining the trench has been destroyed, and the properties,purpose, and efficacy of the 3/4 crushed stone bed and backfill has been materially altered. The re-excavated rocks and heavy debris are piled on top of an existing pile of sand, rock, and dirt situated directly on top of the septic tank.
  Between the project start date and January 11, I have requested, on more than one occasion, detailed drawings/plans, calendars showing next steps, anticipated starts and finishes, to which ******* did not reply with either real or estimated dates or plans or details. I have, on numerous occasions, asked how much has been spent on the plumbing and requested a refund of any money spent on a plumber, with no reply. I have asked on more than one occasion whether or not the materials I selected in November had been ordered, with no reply. I have asked about winterizing the pool and sent instruction for doing so without a prompt reply.
  My pool equipment languished outdoors, in the elements, from 7 October to 3 January.
  The pool, by this time, had collected 4-6 inches of water,which, if it froze before the pool installation was either complete or winterized, had the potential of damaging the tiling. Tannin from leaves and algae were also sitting in the water. This situation arose due to the extensive and prolonged delays in the completion of this project, exposing my investment to the elements and to the extraordinary number of missteps, particularly the repeated and reversed excavations. On my own, I purchased a sump pump and pumped out the water before the deep freeze in January.
  Finally, the lack of ****** Pumas presence or the foremans presence during the majority of this project, and particularly at several critical moments, is in direct contradiction to AW Pumas claim of June 14, 2022: A project like this is extremely design heavy and requires close attention to detail from myself, my ******* (***), and ultimately our entire team. Our guys have been with us for a long time and know what we expect of them in terms of quality and communication. At several critical stages (excavation, backfilling,trench digging, to name a few), not only were neither ****** nor *** on site to direct the work, but communication was stymied due to language differences,unanswered phone calls, and clear evidence that the subcontractors were not properly instructed. At the most basic level, ******* could not follow the explicit instructions provided by Soake Pools more than once, which resulted in a cascade of mistakes and messy or compromising corrections.  
  On January 10, 2023, ************** from the ************* of ****** made a site visit and informed me that the pool will need to be removed and moved so that there is a minimum of ten feet between it and the pool. There are notes to that effect in the permit documentation, which ******* disregarded. Further, the gravel bed around the septic system will need to be restored.
  Correcting the many mistakes and poor workmanship of ******* and its subcontractors, and making up for the persistent lack of oversight for 4-5 months will no doubt cost me well beyond the original quote. The project remains unfinished, the pool unusable, the back yard destroyed. After cancelling the contract and at the recommendation of the Littleton Building Inspector, I hired someone to backfill around the pool, the septic field, and the several concrete footings as protection from cracking and shifting due to freezing and thawing.
  The site as of January 10, 2023 (excavating the copper bonding wires)
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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