ComplaintsforBylt, LLC

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Bylt in mid-July on the recommendation of my insurance company to remove asbestos tiles from my basement floor. I worked with Bylt’s operations department to determine what needed to be done and the process to accomplish it that would meet my needs. This agreement was to completely contain the basement in a plastic enclosure that was to include all the walls and the ceiling. I paid a deposit of $6649 and the work was scheduled for July 24. First of all, Bylt never told me that they were using a subcontractor to do the work, which I feel should have been disclosed. The agreement was for 5 technicians and associated hazmat materials. When the workers came on that date, there were 3 not 5. They proceeded to start to build the containment area, but when it became clear that they were only installing plastic half way up the walls, and nothing on the ceiling, I called Bylt repeatedly to have my contact call me to discuss the situation. When I heard nothing back, and it became clear that the workers were going to proceed with doing it incorrectly, I immediately told them to stop, remove their materials, and leave. Finally my contact called, not me initially, but the foreman of the workers to try to gloss things over. After much discussion over the next several days, Bylt agreed to refund my deposit of $6649 and told me to expect a check by August 23 as determined by their accounting cycle. No check was forthcoming, neither by that date nor since, despite repeated apologies and assurances from them that I would be receiving it. I want my money back.

  

  Business response

  09/24/2024

  Dear Ms. *******,
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced.
  Regarding the asbestos removal process, our team followed the protocol recommended by the Industrial Hygienist (IH) on the day of the job. Their guidance was to use a less intrusive method to protect the tiles, as an alternative to the original plan. While we can only provide estimates while on site, we must follow the directions of the Industrial Hygienist. This adjustment was made to align with their professional recommendations and to minimize damage.
  Additionally, I want to confirm that your refund check was processed by our accounting department and placed in the mail earlier this week, as promised. You should receive it shortly.
  We value your feedback and will use it to improve our communication and service. If you have any further concerns or questions, please feel free to reach out to me directly.
  Thank you for your patience and understanding.

  Customer response

  09/30/2024

  Bylt sent the check the day they responded to my complaint. I deposited it and was waiting until it cleared to give you an update, which should be by October 2. They refunded the entire amount less the $250 I had agreed to for the initial assessment. I'm glad to get my money back and thank BBB. I doubt it would have happened without you. So thanks again.

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

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Long story short we hired Bylt to complete work from an insurance claim. They made a lot of unkept promises throughout the job. Our job was projected to take 3 weeks but we quickly realized their efficiency and work quality does not meet our expectations. After multiple attempts at rectifying the issue with the business we were unsuccessful. Then they asked our insurance company for additional money for additional work that they stated would fix an issue we were having with unlevel floors. Eventually after numerous conversations with the employees and subpar work they admit that the “fix” they asked for actually isn’t the most preferred or correct fix for the issue. They then stated that because of that they cannot warranty our work as they originally promised in their contract. Therefore we chose to cut the contract early and hire a more responsible contractor for the job. Bylt also agreed that this is the best route for all parties. Unfortunately we have been unable to settle up with Bylt and pay our balance because they remain unable to provide a proper invoice since our request on 6/28/23. At this point I just want my accurate invoice so we can pay them and move on as planned. We also must have the cabinet materials in our garage for our kitchen inventoried appropriately so we can ensure we have the correct amount and materials needed for the next contractor. They remain unable to do this as well. Or they could take the materials back and we will order from the next contractor. Please help so we can sign a contract with a new contractor and get the job back on track. We are unable to move forward with any work from another contractor until we can ensure we are no longer in contract with Bylt. This continues to delay our job. Our family of 5 remains displaced at this point at the expense of our insurance company.

  

  Business response

  07/25/2023

  I would like to begin by expressing our regret for any inconvenience you have experienced in relation to the services provided by Bylt. We sincerely appreciate your patience, and we take your concerns very seriously.
  
  In response to your complaint, we acknowledge your concerns about the duration of the work. We want to ensure you that we always strive to provide the highest quality work within the projected timeframes. We worked together with you and your insurance company on a complex, multifaceted claim that no doubt took a long time to navigate.  
  
  Regarding the unlevel floors, we want to clarify that we presented the proposed solution with your best interests in mind, aiming to resolve the issue efficiently and economically. We worked on your behalf and in conjunction with you to make sure we were all aligned with what coverages your carrier was providing and to make sure they were in fact covering all of the items they should be in regards to the unlevel floors.  It appears there was a misunderstanding regarding the suitability of this solution. We understand your disappointment in learning that we were unable to warranty the work due to the specific method employed and the preexisting structural concerns we all discussed.
  
  In regards to your request for an accurate invoice, we have already forwarded a revised invoice for work completed on 7/21. We are committed to resolving this matter so you can move forward with your new contractor.
  
  On the subject of the cabinets, as we have explained previously, Returning the cabinets isn’t an option as they have been paid for. We will gladly assist in connecting you with the proper people should you need more of something, something is missing or damaged, etc. no problem. You do have their contact info also as I saw the emails back and forth approving the cabinets/layouts, I can reforward those as well but either way, as I said we’re happy to help where we can. The kitchen layout is there. The delivery slip should be there. I’d say take photos of the boxes before you move them or unpack them if you see any box damage. Then take photos if you see any cabinet damage once you open the box. Mark down which cabinet it is. If there’s no damage to the box or cabinet then there’s no need for photos. That is our process that you could choose to use here if it helps. Please reach out once your contractor looked at them, inventoried them against the layout, and given any feedback or concerns.

  
  Your satisfaction is our priority, and we appreciate your willingness to resolve this issue. We sincerely apologize for any inconvenience this situation has caused. We assure you that we will make every effort to address and resolve all of your concerns promptly.

  
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired this company in 2021 for a leak in my kitchen. I filed thru my insurance company and they recommended this company. They hired another company to come in and complete the work. Their sub contractor destroyed my cabinets several times and bylt has done everything to repair the damage. This last time they replaced my cabinets and put my granite back in it had to be shimmed because the cabinets are not level. The granite on the right side sits higher then the left i want it torn out and replaced correctly it set correctly before they replaced the cabinets. I believe the subcontractor didnt level the cabinets but Karl my project manager is trying to say my house settled and thats why my granite wont sit correctly. No house settles that much in 3 months. This project has been on going for 3 years due to the mistakes of the subcontractor. Now no one will contact me or finish the job. I have emailed called text and even contacted the insurance company. They wont approve a structural engineer because this job should have been completed years ago. They also did not replace the subfloor which they were paid to do and my house smells moldy when it gets warm. Screws are stripped in some doors and one door is backwards so it needs to be replaced. I just want the job finished and Bylt is ignoring every form of communication. They have already been paid for 95% of the job. They also owe me money for food i had to buy when they left me with no kitchen during Christmas. They also offered to pay me for my days off since i had to babysit the crew and took off several times and the workers never showed

  

  Business response

  04/19/2023

  First and foremost, I would like to sincerely apologize for the frustration and inconvenience you have experienced with our services. At Bylt, our main priority is to provide the highest quality work and ensure customer satisfaction. We understand that we have fallen short in meeting your expectations, and we want to assure you that we are committed to making this right for you.

  
  We have taken note of the issues you have raised in your complaint, and we have formulated an action plan to address each of them promptly and efficiently. Our best crew will be assigned to your project, and our Reconstruction Ops Manager, Karl, will be your new Project Manager to ensure that the job is completed to the highest standard and in a timely manner. He will reach out to you immediately to schedule a meeting and discuss the next steps.

  
  We apologize for the communication issues you have faced, and we will make sure that you are kept informed and involved in the process from here on. We will work together to ensure that your kitchen is restored to a like kind condition and quality, and the resolution of any other issues you have mentioned.

  
  Regarding the expenses for food and days off, we will also make sure to review this matter and provide appropriate compensation for the inconvenience you have experienced. Karl will be in touch with an amount for this.

  
  Once again, we apologize for the delays and problems you have encountered, and we appreciate your patience as we work to make this right for you. Your satisfaction is our priority, and we are committed to ensuring a successful outcome for your project.

  
  If you have any questions or concerns, please do not hesitate to reach out to us. We are here to help and support you every step of the way.

  
  Sincerely,
  

  TJ J******

  General Manager

• Initial Complaint

  02/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Details of the issues at hand: 1. the work has not been completed 2. I have not been able to be reimbursed for the appliances that I purchased which were also part of the estimate. 3. the final County inspection has not been completed

  

  Business response

  02/09/2023

  We are completed with work other than a mailbox and a final inspections and are outstanding money due of $3,605.69.

  We have gone above and beyond in repairs in excess of $20,000 to help this homeowner have a livable home in a case where her insurance company would not cover many issues that she was having.

  We will not be reimbursing this homeowner for appliances.

  Here are some important dates 
  
  12/20/2021- The windows were delivered to the home. They were stolen from the property. The homeowner advised she would file a claim with ***** **** for the widows. The amount was $6,500.00. We were not paid for these windows.
  12/27/2021- The homeowner received no response from ***** **** about the stolen windows. The Project Manager then reached out to the ***** **** adjuster. The homeowner had no coverage on her policy for theft or vandalism.
  12/27- The Project Manager ordered an exterior basement door. 
  12/30/2021- The windows were reordered by the Project Manager paid by Bylt $6,500.00.
  1/24/2022- The Project Manager received a call from the crew stating that an additional break in of the newly installed door occurred. We installed another door. $450.00. We were not paid for this.

  The homeowner filed a police report and the crew confirmed no materials on site were missing.

  Upon arrival, the Project Manager noticed that the newly completed rough in wires were cut from the vandalism. The Project Manager requested a site visit from the electrician for an estimate to repair and replace all damaged electrical wires from the vandalism. The estimate from the Electrician was $12,500.00. We completed this work and were not paid for it.
  1/26/2022- The Project Manager reached out to the ***** **** adjuster for approvals to place security cameras on the property due to the vandalism and theft.
  1/28/2022- ***** **** denied the supplement for additional security measures which includes a camera.
  
  While final repairs were completed the Project Manager sent the roofer out on multiple occasions to address preexisting roof leaks at Bylt’s expense. This was to prevent damage to the finished work of the interior of the home. Upon the final punch list walk through the roof leaked again onto the final work in the 2nd level bathroom. The homeowner was advised after a roof inspection was requested by the Project Manager that the roof needs to be replaced. As this was not part of the loss of the basement file this would be an out of pocket cost to the homeowner. This was never paid and we were not reimbursed.

  Our suggestion to closure for this would be for the homeowner to allow us to complete installation of the mailbox and to hold inspections for county and mortgage company and to waive any outstanding balances she perceives Bylt has with her for appliances. Then we will expect the final payment when received from the insurance company.

  Thank You

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered 40 ******* t46s office phones from bylt through Eileen R******. I only received 32 of the t46s phone and of those 6 were missing bases that make them operable. I tried unsuccessfully to come to resolution with Eileen and bylt. All I want is what I paid for or a refund for the missing merchandise. Eileen has been very dishonest through this whole process.

  

  Business response

  02/07/2023

  Below are correspondences that the customer never responded to and we have tried multiple times to call and text to no avail.

  This has nothing to do with Bylt as a Disaster Restoration Company, this is a person that we sold office phones to.

  *****, my name is Dick R*****, I am the C.O.O. For Bylt LLC. ***** ,I tried to reach out by phone but your voicemail is filled. I texted you and asked that you call me so we could resolve the matter of the missing phones. I will email you as well so that we can make good on our deal with you. We had promised 40 phones at $12.50 a phone to be sent to you and that you would pay shipping . Elieen was told by another person that we had 40 phones and that's what she communicated to you and that it would probably take two labels to send them to you.When the boxing actually took place and the count we could only come up with 35 phones and it would take 3 labels due to the weight to send to you. The 5 missing phones should have been communicated to you and that we would take and refund you $12.50 x 5 = $62.50..In addition we should have told you that we would need an additional 79.00 from you for shipping cost because you had agreed to pay shipping.Where we made our mistake is we assumed that if we paid the $79.00 of the shipping cost that it would take the place of the $62.50 of refund for the 5 missing phones. We were Wrong to assume that and I am apologizing for that assumption. I also understand that 2 phones were missing the bases. I would like to give you a $150.00 refund for the 5 missing phones and send the 2 bases out fedex to you at my cost. This would make the used phone cost at $ 10.00 a phone . The Phones on the market were valued at $30.00 a phone so I feel this is a fair deal.What I would ask from you is to pull down the bad reviews and the other complaints and that we both move forward with our days. I again apologize for the lack of communication and assumption on Bylts part and I am hoping we can put this behind us. Thank you for your time, I will wait for your response. My number is ************ and my email is *****@gmail.com
  
  Dick R*****

  *****, I am emailing you again as a follow up to a phone call, text and an email I sent you yesterday which you responded to by text that you would call me this morning.You may have got jammed up or forgot so I'm reaching out to you so we can move forward with the used phone resolution that I proposed in my email. Please let me know at your earliest convenience so I can do my part. Thank you for your time on this matter and once again we at Bylt apologize for any misunderstanding and or inconvenience that we have caused you concerning this matter. 
  
  
  --
  Dick R*****

  Customer response

  02/14/2023

  
  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. Will remove reviews as soon as i get refund. 
  
  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. ↩