ComplaintsforHouse Transformers Inc.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  - A 1 week front porch/portico project, that took 6.5 weeks to complete - Hostile employees (2 of the 3 project managers we dealt with were not welcome on our property by the time we finally finished) - We were promised a rendering or graphical design, which we never received - We agreed on the overall dimensions of our new porch/portico (Length, Width, Height) - 2 of the 3 dimensions were off by over half a foot at completion - No progress and only sporadic contact for an entire MONTH, we thought they had actually abandoned the project - Texts and phone calls went unanswered for entire weeks at a time - They repeatedly refused to bring us examples of stone, so we were forced us to drive over an hour away to an industrial stone supplier - After days of no contact, they would abruptly call to tell us (not ask us) that a crew would be showing up the next day (sometimes on a weekend) . . . no one would show, and no one would call or text to tell us why or what to expect - After exceeding their own timeline by over 5 weeks, they repeatedly demanded payment within a week - They blamed the project delay on a change in stone by us. This change was driven by them only showing us pictures of stone and not any real examples (they did show us one example, but their stone supplier said it was not suitable for our application). We went to the stone supplier ourselves and were able to make a new, and final, stone selection within 10 minutes of actually getting to see the stone in person. We communicated that selection to them that day (a Monday). 4.5 weeks later the project was finally finished. In those 4.5 weeks, their guys only spent 2.5 days of actual hands on work in completing the project - Additionally, when we took the unwanted first set of stone back to their supplier, the supplier said the stone looked like it was old or had been recycled from another project

  

  Business response

  07/24/2023

  Mr. **** signed a contract with us on March 25th. We discussed a game plan for the type of project they wanted and the best way to approach it. We had an agreement on the material being used and the design requested. The first part was the foundation, since our operations dictate we order material based on our contract before we start. We ordered the correct amount of materials for a 6’x10’ concrete porch with cinder block walls. Once we started the pouring of the foundation the client's wife ***** **** asked our crew to make it bigger than what was on the contract. Given that the amount of work would not be too much our crews called us to confirm that they could do that. We approved the difference in the work since we were told by the homeowners wife (she was going to replace the front bushes, did not like them since they were too spiky, and wanted as much space as possible). Given that there was a change we needed to order more material (and pick them up that same day to maintain our schedule) our schedule was extended since we did not know if the crew was going to finish in time. Then a couple days later we met with the clients to confirm the colors of the stone around the base of the porch. Since we needed to confirm the stone (around the base) and not the floor stone (since they had already agreed for the floor to use traditional flagstone- Bluestone). Also, since we told them that there is only one real color, we didn’t expect them to choose a color for the floor or for them to choose a different type of flagstone. They did not like any of the colors of stone that we showed them. So we walked with them around their neighborhood for 20 minutes looking at neighboring properties and the colors they had of stone around their base and also met with them for an hour showing them different types of stone, but they refused to choose any of the options we presented and I let them know that I can drop off a book of samples but that it would not be the same once installed. Instead we suggested they should go to a showroom to a nearby stone supplier to get a better idea of the stones in person, and that way there is no confusion once material is installed. The clients end up going to Maisel Brothers and then changed the entire design by saying they want flagstone on the walls of the base as well (April 15th they notify us of these changes). We then proceed to order the material for the walls and start to schedule our crews given our workload. Our crews are about 2-5 days out. We inform them that they are okay, and then they inform us on Thursday, April 20 that the flagstone they chose is not what they want. They also inform us that they don’t want the traditional layout of flagstone anymore, and that they want a herringbone style now for the floor. We inform them that to do that we would need to do a charge order because the new style would cost more in material since the material we already ordered would not be able to be used. We also would have to spend a lot more time placing the stone in that design so we charged a labor cost as well. On that Thursday we also confirmed the colors again as they texted us a picture of what they wanted and we informed them that’s the color scheme that would arrive. We agree to the design and the extra costs for the project at $450.00. Since the project had been delayed so much already, we scheduled as quickly as possible (Saturday, April 22nd) to get the flagstone done; but rain was forecasted and we let them know the project was being moved to Monday, April 24th. On Sunday, April 23rd at 7:52 pm they informed us that they do not like the varying thickness of the flagstone and the color variation is not what they want. They ask us for the information of the supplier to go see the stone in person and choose an alternative. On Monday at 8:15 am on April 24 we send them the address of our stone supplier Irwin stone. They go to our supplier and choose a different type of stone called blue thermal, and choose a different stone for the skirt of the porch chocolate gray thin mosaic. We inform them that those changes require a price change because both are more expensive than what we had in the original proposal. I also informed them that stone would be done by Thursday, April 27th, the carpentry would be completed by Tuesday, April 25th, and electrical by April 26th. On April 25th they inform us that they want a different back paneling to match the existing soffit (which was handmade by us). We do not create a change order as we are trying to be as fair as possible. The project is then paused again to make sure they agree with the price changes that the project would now entail. On Friday, April 28th at 9:00 am they responded to the price changes we informed them about. We informed them that since they are changing from bluestone flagstone to blue thermal they will need to pay for the stone that is already on site and NOT eligible to be returned at a price of $640.00 (receipt was provided). We inform them that the more expensive blue thermal and chocolate gray mosaic price would be covered by us to maintain client happiness and not have them feel like we are trying to charge more than what we originally agreed on. They agree and state that  “this seems reasonable'' ($450.00 for the herringbone install pattern and $640.00 for the non returnable material) on Friday, April 28th at 9:23 am. On Friday, May 6th the material turns out to be out of stock with how much we need since the herringbone pattern requires the same size blue thermal and Irwin stone only has a set amount. On May 8th, we inform the client that we are waiting for the stone to arrive and that the crew will be out Wednesday, May 10th or Thursday May 11 to finish. The crews did have a delay with a foreman being hurt and we informed the clients and told them that they would be out there Thursday, May 18th. The crews ended up being delayed further and did not show up until Friday, May 18th. We informed the customers that they would get a discount ($200.00) because of this delay and the planning to compensate them for the lost time.  May 23 we reached back out to the client in regards to meeting up for the final walkthrough. They inform us that they want some things fixed. We agreed to schedule them for the following day on May 24th. Once that was completed the homeowner ignored our messages for the final walkthrough for a week (until May 31st) and said they would be able to meet for the final in about 5 days. Mr.**** then got upset at us for reaching out to his wife and asked us to not talk to her. The only reason we reached out was because he did not respond to any of our messages for a week. We had to get a third project manager to set the final walkthrough with him. He then asked us to waive the cost of the material he originally agreed to pay ($640). He said that since we picked it up he doesn’t have it anymore, but in text messages with our third project manager he requested it to be picked up. We then as a result dropped them back off so that wouldn’t be the case. The client then got upset that we created the base 6” larger on each side (even though this was a direct instruction from his wife) saying that meant his bush needed to be cut and replanted, he mentioned that as a result he needed a $140 discount per tree (there were two trees). Since we didn’t get an approval directly from the homeowner, but from our crew we obliged and gave him a discount. Then he said that he would give us a bad review if we did not increase the original agreed upon discount ($200.00), because of the time delay. Then our project manager responded by saying we would not be black mailed into giving a larger discount by delays caused by the client and that the constant causes in delays not only affected their project but the other 15 done during that same time period. 

  

  Business response

  08/18/2023

  Good Morning Mr.****,

  Our CRM, ***** actually showcases when the invoice is sent to the customer, viewed by the customer. Highlighted in the PDF is where the discounts were applied to the invoice that you viewed and that was sent to you. Attached is a screenshot from our CRM of when you viewed and when the invoice had been sent out. 

   

  Customer response

  08/18/2023

  
  Complaint: ********
  
  The screenshot does not reflect any edits made by the company. It only shows views and payments so it does not reflect that the "stone discount" was added later. My request remains the same as last time. a $200 discount was provided to me because of the excessive delays on the project and lack of communication. As long as I am reimbursed the remaining $424.98 that I paid for stone that we neither used, nor were allowed to even keep, that will suffice.  The invoices provided by the business show a total of $624.98 for the extra set of stone, so I feel as though reimbursing me $424.98 would be a reasonable request. If not, then I am also willing to accept the Business' BBB rating be dropped by a full letter. Thank you 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After a tree snapped off and damaged the roof, gutter system and soffits on the screened porch roof at **************, Gambrills, MD, I had two companies quote repair. Decision was made to go with the cheaper, local (Glen Burnie), and faster start promise which was House Tranformers, Inc. Quote was $500 down and $ 1000 at completion. Russell W***** said a minimal repair would be satisfactory. The roof was repaired promptly and seems OK. Two weeks later a crew arrived but only added the gutter which was attached to the downspout. At this point I was billed for full amount even though the job was not complete. Left to be done were the gutter cover as discussed with Mr. W*****, the soffits, a diverter to catch rapid runoff and minor fascia pieces. Mr. W***** admitted he made a mistake in this last work order. After that he did not respond to any of my calls to the office (Answering service in Florida) or to his cell phone. I would like to have the repair completed.

  

  Business response

  10/24/2022

  Business Response /* (1000, 7, 2022/10/21) */ The business provided a response via email to the BBB caseworker. "This was taken care of today " Consumer Response /* (2001, 9, 2022/10/21) */ On October 20, Thursday, House Transformers, Inc. came and finished the repair work on my screened porch roof and gutters, etc. All is well. Thank you for causing this to happen. Please remove my complaint.

*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. ↩