Complaints

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My kitchen ceiling was to be replaced while I was away on vacation. The contractor saw & measured the original ceiling. I repeatedly said in word & writing I wanted it to remain the same style. I was told yes to this I used this contractor before and trusted them. While away I wasn’t sent any photos of progress or checked in with to be sure I was ok with how the new ceiling looked. I trusted & believed it was being done as agreed. I was emailed by the contractor that a worker had drilled a hole in my air conditioner rendering it unusable and he said he’d replace it. I received no updates beyond that. The night before I returned home I asked the status of the work since I’d heard nothing. I received a text back blaming me for the damage to my a/c, complaining that the molding had to be replaced (despite it being in the original estimate to do so) & telling me my house was jinxed & his boss never wanted to work on one like it again. I returned home to find my ceiling unfinished & not done as agreed, a light fixture broken, its parts scattered in pieces and its fixture damaged. I found paint splatter on walls & floors in two rooms, uneven c**** molding, no evidence of cleaning up as stated in the contract, a recycling bin full of alcohol empties in it from workers drinking while working & “mudding” that wasn’t sanded and was sloppy all around the edges of the kitchen walls. I am without a light in my kitchen as one was broken by the workers and the other was left uninstalled. There are gouges from carelessness in sections of my wall and not a word was said about any of this before I returned home. I spent 8 + hours cleaning the mess left behind because my kitchen was uninhabitable when I arrived home, As soon as I saw this disaster I emailed/called/texted Ralph and have heard nothing. The contract outlining expectations (attached) hasn’t been followed at all as the current state of my kitchen shows. The damage done is unacceptable.

  Customer response

  08/18/2023

  8/17/2023

  I wanted to follow up on the original complaint to update the information.

  The owner of the company (Rob) got in touch with me immediately after the issues expressed in the complaint were sent to him.   He himself came to my home to see the issues and immediately committed to making the situation right.  Rob himself then personally oversaw the repairs that had to be done as well as the completion of the original work.  
  

  Rob was kind and professional to me and he apologized (even though it wasn’t his fault) for the issues that had occurred previously and he himself made many efforts to right the situation.

  I know Rob is surely very busy, and undoubtedly juggled many tasks each day as the owner of a business and knowing this, I greatly appreciated that he made it a priority to personally see to it that the repairs were made and the work was completed.  He himself was at my home on several occasions over the last week doing the work himself and making sure that work done by others was done extremely well.

  While the original concerns I had expressed were valid, I think it is now even more  important for me to point out that each of those concerns raised was addressed and remedied by Rob himself.

  I appreciate that my home was repaired and the original work completed well & I’m grateful that there are business owners like Rob who will themselves make a situation right when it is warranted.  
  

  If there is a way for me to remove or update my original complaint please let me know how to do that.  Alternatively, if this addendum can be added to it as a follow up I would appreciate it since I want my accolades for the company and my appreciation for Rob’s remedy of all the concerns to be noted.

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