ComplaintsforThornapple Construction, LLC

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the course of hiring this company in February 2022, there were many issues that arouse with Nate and ****** involving poor or no communication, inaccurate materials being ordered, multiple projects being started but not completed, damage to my home and poor quality of work. The wrong flooring was ordered by this company which put a month delay on installation. When it was installed, it was done so incorrectly and then we had to wait another month for more flooring to be ordered and a different installer to fix it. The vanity in my bathroom was damaged at the bottom by the first flooring worker as well, which this company did not offer to replaced but only cover up with a piece of shoe molding. The cabinets in the kitchen have only partially been installed due to this company not measuring the ceiling in all the locations so I am missing the top crown molding from most of the kitchen which looks incomplete. A beam holding my home up was reinforced as an additional project in which I was told the only option we had was to cut a new air vent in our original wood floor. This was a lie and now the company is refusing to fix this due to cost and left a large hole in my wall big enough my daughter can fall through. The slider door has been sitting against the wall for more than two months which we have been tripping over due to their refusal to install it or remove it despite my telling them to come get it. Other incomplete items are the backsplash, fixing of drywall, painting, window/door/floor trim (which they had stained in an incorrect color,) which has left my kitchen in a state of construction still. I have paid over $56,000 to this company who are not refusing to take phone calls, texts or respond to voicemail.

  

  Business response

  01/08/2024

  Dear ******,
  We want to express our gratitude for your patience and understanding as we worked together to resolve the concerns highlighted in your review from February 2022. We take pride in our customer service and the craftsmanship of our work. It is important to us that we not only address such concerns but also learn from them to improve our processes and communication.
  Your experience has led to significant changes within our team and operations, aimed at ensuring that all projects are managed with the utmost care and attention to detail that our clients deserve. The issues you faced were not in line with our standards, and we are sincerely sorry for the inconvenience and frustration they caused.
  We are pleased to have had the opportunity to rectify the situation and to ensure that the finished work met your expectations and our professional standards. As we move forward, we are dedicated to providing the quality service and reliable communication that define our business.
  Thank you for your candid feedback, which has been instrumental in helping us enhance our client experience. Should you have any further feedback or need additional assistance, please do not hesitate to reach out to us.
  Best Regards

  Customer response

  01/11/2024

   
  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.
  
  Sincerely,
  
  ***************************

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