ComplaintsforPremier Remodeling, LLC

• Initial Complaint

  05/22/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  We hired Premier Remodeling to finish and replace doors in our home, and also for a complete bathroom remodel. Sixteen months later, after many necessary corrections/re-dos and delays, as Dave (owner) and crew went to other jobs (even though all work was to be continuous through completion), there remains some work on both jobs to complete. In March of this year (2022), Dave said that he would return when the weather broke (to accommodate necessary wood finishing) to complete the work. On 3/16/22, after several attempts to contact him over several days, I received a text from Dave stating, "we will not be coming back there". There was no further explanation. He did not respond to my attempts to discuss/resolve whatever the problem is. Joe, who was my initial contact with this company, also did not respond. After further contact attempts, on 3/18/22 I received a text from Dave advising me to find another contractor to complete the job - again, with no explanation.

  Business response

  05/24/2022

  In response to the ***** complaint, first she changed the wording in my contract for her benefit; we did not notice until after the work began.  The reason the job took so long is because of her expectations are way above the standards of the trade which is clearly stated in my contract.  We tried to accommodate her on every issue but she is never satisfied with any of the work.  We also left her with $6,000.00 to have someone else finish the project.  I have been in this business for over 30 years and I have never met anyone like her.  We do tons of work and if anyone has complaints about our work we have always fixed it.  The $6,000.00 is for a punch list on her bathroom and to replace two doors.

  If you  need more information please contact me, ###-###-####.

  Thank you.

   

  Customer response

  05/27/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

  The changes or clarifications to the contract were, in fact, discussed beforehand, at length, with Joe D**** at Premier.  There is phone, text and email proof of those conversations.  The agreed contracts were signed and sent to Mr. D**** on 1/23/21 in an email in which the very first line clearly states:   “Attached are the signed estimates/contracts for the door and bathroom jobs with the clarifications we discussed along the way”

  Furthermore, work on the door job physically commenced in March 2021.  Work on the bathroom commenced in September 2021.  Therefore, the signed contracts with all agreed changes, as discussed with Joe, were in Premier’s possession well before work actually began.
  So Premier’s account of the contract changes is not correct/factual.  My expectations for any work done at our home are well within the “standards for the trade”.  Those expectations, as with most homeowners, are that all work be properly completed in a workmanlike manner according to industry standards and local codes.  The reason that these jobs took extended time was partly because of COVID, but largely because the original work was extremely subpar in numerous areas/ways, according to normal industry standards.  The details of that subpar work are extensive.  There are photos of the issues and proof of conversations with Dave regarding how he could correct them.  With all of the issues, Dave repeatedly agreed that the work required correction, all along. There are many more relevant facts and proof that can be provided regarding the progress of the work and the numerous problems encountered.  But it seems counterproductive, at this point, to dwell on subpar work that has been corrected and is not the subject of this complaint. The point of this complaint is to get the outstanding portions of the jobs properly completed by Premier.  To this point, Dave has been willing to complete/correct unfinished or substandard work.  As recently as March of this year, texts from Dave show his agreement as to the remaining work that needs to be completed.  He further states and that he would do so when the weather is warmer (to accommodate door/trim finishing).  So when the weather broke, this month, I contacted him for that purpose, which is when he suddenly changed course and refused to return to complete the work. 
  In Premier’s response to this complaint, regarding issues with their work, they state, “…we have always fixed it”.  On Premier’s website is touted: “…you can trust the knowledgeable team at Premier Remodeling LLC to do the job right”.  The purpose of this complaint is to accomplish just that – Premier’s timely and proper completion of the remaining portions of the jobs.

  Regards,
  ********** *****
  

  
  

  Business response

  06/23/2022

  Attached you will find the finished product which is about 99% completed; what is left is very minimal.The pictures provided by the owner is a misrepresentation of how the project was left.  We have gone above and beyond to meet the expectations of the owner and it is never enough.Thank you.Joyce D****###-###-####

  Customer response

  06/24/2022

  Better Business Bureau: We have reviewed the response made by the business in reference to complaint ID ********.  They have offered no resolution to this complaint.The photos of the floor tile that we provided were not intended to show the current status of the bathroom project.  They were submitted for the purpose of showing just one of the many issues that caused delay in the project – the fact that the floor tile had to be torn out and redone because the initial installation was clearly substandard – not level and with very uneven grout lines.  One of the photos submitted actually shows the floor in the process of being redone with proper installation – and that photo was labeled as such.  For some reason, it looks like the narrative that explained each of the photos was not included when BBB did the photo upload.We are not disputing that a substantial portion of the work has been done.  The purpose of this complaint is to get the job 100% completed as agreed to by contract and agreed to by Dave all along - even in writing as recently as March 2022.  As shown in the text sequence, he clearly agrees that there are unfinished items and that he would complete them.Premier Remodeling continues to state that we are “never satisfied” or that their work effort is “never enough”.  The facts show that this is wholly untrue.  In reality, we have been extremely patient over these numerous months while Dave and his crew had to correct their work to bring it up to standard.   The tile floor photos submitted represent only one of the issues that, by all reasonable standards, necessitated correction and caused delay.  Unfortunately, there were many more issues – all documented.  BUT, when the work was done properly, or was redone properly, within industry standards, we have accepted the results.  The two photos that Premier just submitted actually support the fact that we are both reasonable and willing to accept proper work.  The photos show a substantial portion of the work for the bathroom job that is now satisfactory, after proper installation.  There are also substantial portions of the door job accepted as well.  There are also two other jobs, a guest bathroom countertop replacement and replacement of two attic stairs, that were completed and accepted.  So, their claims of “never satisfied” or “never enough” are obviously false.  It is merely a continued attempt to provide distraction from the true issue – which is the outstanding, unfinished work on the bathroom and door projects that Dave agreed (by contract and in texts) to complete.  As we noted in our previous response, it is counterproductive to dwell on work that was initially subpar, that has since been corrected and is not the subject of this complaint. The subject of this complaint is the OUTSTANDING/INCOMPLETE portions of the jobs.  And the purpose of the complaint is to effect their proper completion by Premier.The fact that there are incomplete items, and further, that Premier Remodeling agrees that they are incomplete, shows that they clearly have not gone “above and beyond to meet the expectations …” as they claim.  An obvious reasonable expectation of any homeowner would be for their job(s) to be completed.  It is unlikely that any homeowner would accept a contractor just walking away from unfinished jobs.  Premier Remodeling agrees that there is outstanding work to be done and that the jobs are not complete. They claim that the outstanding work is minimal.  So, the proper thing to do, then, would be to just complete the work as contracted/agreed – as Dave said he would.  We, of course, remain ready and willing to pay them as agreed, for the completed work.  This entire issue can be resolved relatively quickly by both parties completing our agreed responsibilities. We remain ready and willing to do that.  We hope that the promise that Premier proclaims on its website: “…you can trust the knowledgeable team at Premier Remodeling LLC to do the job right”, is sincere.  Walking away from unfinished jobs is contrary to that promise.Should Premier choose to subcontract their remaining work, we are open to discussing that, as long as all work is properly completed in a timely manner by an agreed reputable contractor and that all work remains under the original Premier contract and 5-year work guarantee.Regards***** * *****  Regards, J********* *****

*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. ↩