Complaints

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we hired this company to remodel our kitchen. They have messed up our kitchen every step of the way. Their work is of the poorest quality you can imagine. We gave them several attempts at fixing the work, they returned and made several areas worse than before. They ordered cheap quality products, refused to give us detailed invoices when asked for them. There is not a single item in the remodel that they did correctly. We have had other contractors come look at the work to see what we should do. We asked that our money be returned so we could hire someone else to come fix the work. There was no response. They wanted to meet again to go over what we wanted repaired. We have already done that several times. it is clear they cant fix the work. When we told the that, they went silent.

  Customer response

  06/19/2024

  Since filing this complaint, we have received a letter from an attorney on behalf of Sheepdog Enterprise where sheepdog offers a very small discount claiming there are minor details to be finished. Our entire project is done in the poorest quality with severe workmanship issues. The attorney states that we have 10 days to submit final payment. We do not believe we should pay another dime and had reached out to BBB in hopes of actually receiving some of the money we have already paid so we can hire someone to come fix the job they left so poorly. 
  what should we do next? 
  thank you 

  *******************;

  Business response

  06/20/2024

  Thank you for your assistance with this matter. We have attached photos and our demand letter from our attorney. Below is our response

  
  

  When Sheepdog Enterprises first met with the ******* they stated to our designer that their budget range was 20k to 35k to renovate their kitchen including ceiling, walls, tile floor, cabinets, countertops, basement door and a french door unit.  After our designer worked with the customer on many *********************** and changes the customer kept making, the total cost came out to approx. 55k.  The customer states cheap materials were used, however, That 55k included a discount of approx. $4400 to upgrade the cabinets from the Fabuwood Value line to the Fabuwood Allure Galaxy line which are full plywood box construction cabinets with soft close solid wood full overlay door frames and soft close solid wood draw box with dovetail construction drawers.  She selected Cambria stone inverness countertops one of the most expensive stones we offer, Top k**** hardware for the cabinets, kohler farmer sink and faucet, ************************* and tile backsplash tiles and floor tiles, *************************** underlayment on the floor,  and ******************************* paint on the walls and trim. Nothing about these materials are cheap when considering the budget she had to work with and the scope of the renovation. The customer's house is also from 1940 and there was not one level or square area to the kitchen, which caused a considerable amount of extra work and time for our crew. 

   

  On our last visit as we left the Horan's property, we sent a text message letting them know there were a few more items that still needed to be completed. We identified most if not all of the issues identified in her pictures as items we would fix.   Via text message, we more than once tried setting up a time to meet with **** and ***** to make a final reasonable punch list, which they had no interest in doing.  

   

  During the project this customer belittled our crew and company as well as created a hostile environment where we were falsely accused of damaging property among other things.  We have come to the conclusion that this customer has no intention of allowing us to finish the project. This was evident when the customer openly said she did not want to pay for ANY labor on this project, and went a step farther stating she wanted the 2nd progress payment of $18,192.00 back. To date she has paid $37,385.79 toward the work denoted in the pictures provided. Unable to finish the project which was completed to approx. 98%, (just a small punch list left) we have sought legal representation in this matter as we believe the customer is unreasonable and attempting to gain a kitchen renovation for pennies on the dollar.  Our counsel, ******************************, Esq., is in the process of reaching out to the Horans in an attempt to resolve this dispute.

   

  It is also apparent in the photos of the beautiful kitchen and the before photos we are attaching that this kitchen is done to a high standard, especially with the space and budget we had to work with.  As you will see **** only sent a few very zoomed in close *** of the few punch items that were going to be taken care of and not the complete kitchen that looks great.  Sheepdog Enterprises disputes each and every allegation the Horans have made and stand behind its quality work.  Had Sheepdog Enterprises been afforded the opportunity to complete the punch-list, this matter could have been avoided.

  Customer response

  06/22/2024

   
  Complaint: 21840382
  
  I do not accept the business's response as a resolution to my complaint because: 

  We don't dispute having a smaller budget when we initially met with Sheepdog Industries. However, after meeting with them and getting their higher contract proposal, we decided to spend the extra money to get the kitchen we wanted and to have it done professionally. They did not deliver, though they continued to promise that we were going to "love" the kitchen. We don't, at all. We want a refund, not to stay within a lesser budget we didn't agree on with them, but because now we have to pay someone else to come in and fix their work. We've already had other contractors look at the work that was done here, and they've confirmed that it's not quality work, especially for the price that was charged.

  In their response, they indicated that we picked out high end products to include cabinets, floor tiles and backsplash tiles. Yet they blamed, in part, the fact that the floor and backsplash came out with uneven tiles and grout lines on the product imperfections. Why would you use a product that didn't allow you to give your customers a level, uniform finish? If the age of the house was also a problem, perhaps that should be part of their initial disclosure with clients, that they can't produce a professional finished product due to uneven floors and walls.

  Sheepdog referenced the fact we sent in close up photos of their work, like that somehow painted an inaccurate picture of their work. They responded with photos of their own, more distant, claiming the kitchen was "beautiful". That notion is ridiculous! The craftsmanship is in the details, details which can't be seen in their zoomed-out photos.

  Sheepdog claims we belittled their workers and created a hostile work environment. They throw that term out there and offer no substance to back it up, and for what? To try and discredit us, paint us in a negative light to take the focus off their subpar work? We were nothing but nice and accommodating to Sheepdog and their crew(s) that worked in our home, and we didn't falsely accuse them of breaking our things, we reported it to the owner. There was a plug-in air freshener that wasn't broken when we left for work one day, and when we returned, we found it in one of the cupboards, broken. The only people in the house where sheepdog workers.

  Sheepdog referenced trying to meet with us after their final time in our home to create a "punch list" of things that still needed to be done/fixed. They claimed we wouldn't meet with them because we didn't want to let them finish the job. That would be accurate. We'd already created at least a couple of punch lists with them, and they'd been in our home several times after those lists were created working on the lists. The work they did to fix things on the list was poor quality and either needed to be redone or created new items for the next punch list. We didn't trust them to do things properly, to provide good quality work, and that based on their work performance up to that point, so we told them we didn't want them to come back. Now, we're still living in an unfinished kitchen, one that needs a lot of work, work that can't be completed until we're done with this process.

  Sincerely,
  
  *******************

  Business response

  07/02/2024

  Unfortunately, we seem to be at an impasse with *************** on this project.  At this point going back and forth is going to get us nowhere.   We have made numerous attempts to coordinate coming back to complete the punch list items prior to this complaint being filed. Since we are unable to finish the punch list items due to the circumstances noted previously in our response,  we do not feel comfortable re-entering the house and opening ourselves up to further ridicule and allegations of damage.
  
  In the letter from our attorney we have offered a substantial discount that would be applied to the balance owed if she paid the bill within the 10 business days. The discount we believe is a more than fair number for her to take care of the punch list items.  We have already addressed the photos that were sent in our previous response about those items already being on our own punch list to complete. We have submitted pictures of the before and after to highlight how extensive the project was. To say we did not deliver a kitchen renovation using the materials she selected would be inaccurate.

  
  We strive to go above and beyond for all our customers, and unfortunately *************** will accept nothing short of a free kitchen remodel in this instance. In all our years in business and our hundreds of customers we have never come across something like this. 
  
  *************** has also failed to respond to our Demand for Payment letter in the allotted time and we will be forced to take further legal action. 
  

  
  

  Customer response

  07/03/2024

   
  Complaint: 21840382
  
  I do not accept the business's response as a resolution to my complaint because: we have had two other contractors in to assess the job. Both agree that the job was done very poorly due to what they consider inexperience. Most things will need to be redone completely. 
  we would not be getting anything done for free. We would need to take all of the money we had for the kitchen and pay another contractor to redo the kitchen. Yes, it was a big project but we were assured that it would be done professionally and that we would love it. Each time they came back to fix something, the job they did was not done properly and in one area actually worse as they took a chunk of the corner of the wall off and their only excuse was that the wall was uneven. 
  we have also reached out to an attorney this point and they will instruct us on our next steps. 
  
  Sincerely,
  
  *******************

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