ComplaintsforThompson Restoration Associates

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I entered into a home remodeling contract with Thompson Building Associates on or about December 2021 to take down my kitchen cabinets, countertops, flooring and install new kitchen cabinets and flooring. The total original contract price was $8,054.63 without change orders-which were tbd based on the progression of the job. During the remodeling of my kitchen-my kitchen sink cabinet (where my kitchen faucet and sink are housed) was removed and a new cabinet was installed. The problem is the hot/cold water pipes were removed from my basement walls and rerouted through the floor of my new kitchen sink cabinet without my knowledge. Thompson Building Assoc. damaged my cabinets without telling me and then afterwards indicated that they did so due to plumbing code regulations. I spoke with the City of Columbus Code enforcement and they advised that TBA know the rules and should not have taken out any pipes without obtaining a permit first. Because of this I reached out to TBA to amend the contract to forego the final $2,000 payment. I chose that amount due to the cost of my cabinet, the undercabinet sink mat and the cost for the plumber to install the mat. If it didn't come to $2,000.00. My goal is that we could come to a negotiated amount that could be deducted from the final balance. Thompson Building Association sent me a demand letter for final payment of $2,000 on April 11, 2024. I personally delivered a response letter citing the above and proposed that the contract be amended on April 15, 2024. I followed up with ***** ********* on April 19, 2024 on a response to my proposal and she indicated that ***** **** and Adam T******* are taking care of it. I sent a follow up text message to ***** ***** with no response. I am very concerned as I don't want to be in breach of contract with TBA. I would like the contracted amended to a negotiated price due to the above reasons listed (faulty workmanship). My goal is this case go to mediation to get resolved peacefully.

  

  Business response

  05/30/2024

  Subject: Response to *** ****** BBB Complaint
  We acknowledge receipt of Ms. ****** complaint and have discussed the matter with her on multiple occasions. The supply lines to her kitchen sink were moved to comply with the International Building Code (IBC) and Ohio Building Codes. Initially, the lines were improperly located in an exterior wall, which violates building code regulations. We rerouted the lines to the interior of the home to prevent breaks due to cold weather, in accordance with Building Code 305.4 Freezing, which states:
  "Water, soil, and waste pipes shall not be installed outside of a building, in attics or crawl spaces, concealed in outside walls, or in any other place subjected to freezing temperatures unless a provision is made to protect such pipes from freezing. Exterior water supply system piping shall be installed not less than 6 inches below the frost line and not less than 12 inches below grade."
  To comply with these regulations, we diverted the water lines to run through the floor rather than the exterior wall. Consequently, the lines now penetrate through the base of the cabinet, which is the industry standard for situations where the base cabinet is on an exterior wall. This is not considered "damage" but a necessary and normal practice.
  Thompson has already gone beyond our contracted work to address Ms. ****** concerns. We installed crown molding on her cabinets at no cost and replaced her exterior door, which shattered during flooring removal. Despite the lack of evidence linking the vibrations from the reciprocating saw to the breakage, we accepted responsibility. Additionally, we contracted an electrician to investigate her claim of a damaged doorbell, which was found to be unrelated to our work.
  Ms. **** has repeatedly delayed the job and has been slow to pay for completed work. She is in breach of contract under the following clauses:
  

  D. NON-INTERFERENCE DURING CONSTRUCTION: "The owner understands and agrees that the direction and supervision of all workers, including subcontractors, rest with TRA. The owner agrees not to issue any instructions to or interfere with the workers. The owner agrees to contact the project supervisor with any questions, concerns, or requests for additional work not included in the contract. The owner agrees not to negotiate for any additional work with TRA’s subcontractors or employees. TRA shall not be responsible for any work done by employees or subcontractors that is outside the scope of work of this Agreement. The owner further acknowledges and agrees not to engage any other contractor or subcontractor who would interfere with TRA’s completion of work agreed upon under the terms of this Agreement."
  Ms. **** has interfered with our production team on multiple occasions, insisting on non-standard work practices.
  

  E. UTILITIES AND ACCESSIBILITY: "The owner understands and agrees to be responsible for supplying utilities during construction and for maintaining clear ingress, egress, and accessibility to the property, including but not limited to reasonable parking and snow removal. The owner is further responsible for providing security as may be necessary to protect the site or its workers. The owner agrees that in order to expedite the project, access to the job site will be available a minimum of 5 days per week, 7:30 a.m. to 4:00 p.m., Monday through Friday, unless otherwise agreed upon in writing."
  Ms. **** has sent our crews home early without notice and has been unavailable despite confirmed schedules.  Potentially causing employees to be sent home early, and missing a full days wages.
  

  F. OWNER’S AGREEMENT TO PAY: "The owner warrants, understands, and agrees that the Owner has the financial ability to pay TRA as set forth in the terms of this Agreement, whether privately, through insurance, or both. The owner is solely responsible for payment pursuant to the terms of this Agreement in full, regardless of the availability or partial payment of insurance proceeds. The owner shall immediately notify TRA of any change or potential change in the Owner’s financial condition that may affect any ability to pay TRA in full. The owner understands and agrees that TRA has the right to halt construction work if payment terms are not met. In the event that construction is halted for non-payment, TRA shall not be responsible for any consequential damages."

  
  We have listed these additional services rendered and contract violations to illustrate that Thompson has exceeded any standard of service to appease Ms. ****. We have addressed every issue or complaint, legitimate or not, and rectified them to acceptable standards. Despite our extensive efforts, Ms. **** continues to make unreasonable demands.
  

  We do not recognize her request for a reduction in the final invoice. We acknowledge one oversight in failing to permit the minor plumbing work. Therefore, we offer to have our licensed plumber obtain a permit for inspection at a cost of approximately $300 and have the city inspect our work. Should any issues or violations related to our work be found, we will correct them. Alternatively, Ms. **** can accept a $300 credit on her final invoice.
  

  Sincerely,
  Adam T*******
  

  Customer response

  06/04/2024

  I have a counter proposal that I hope is acceptable to both parties. I can emphathize as a company they work hard for their money. As a homeowner and a citizen I work hard for my money too, and I don't want anyone tearing up what I have worked hard for to obtain. I've never had my kitchen remodeled before so this was all new to me. Mishaps kept happening, over and over again, the patio door, the cabinets being installed backwards, the flooring, sink, plumbing, etc. Just alot of things during this entire process and I never got loud or have been mean spirited to anyone. Mr. Shawn was always professional and courteous throughout this entire situation. I just hope TBA will look at this situation from my point of view and consider this proposal. I want to put this situation behind me and I hope they want to as well. 
  
  Regards,
  ****** ****

  

  Business response

  06/04/2024

  I would accept this compromise - providing Ms **** can provide a written letter from this inspector on City letterhead - stating that her home would be exempt from the mentioned building code.  Once i have that in hand and can verify it with the City i will reduce her final invoice to the agreed amount. 

  Customer response

  06/07/2024

  Good afternoon I wish to accept TBA’s response. I also want to note 2 things that the total amount disputed is $2,000 dollars. Not the actual amount that has already been paid by the customer. Lastly, it will take me a few days to contact the plumbing inspector with the city of Columbus to obtain the requested document for Mr. Thompson. But I will do my best to get this resolved in a swiftly and peaceful manner. 
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ****

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 2022-October2022 Amt paid $17,267.84 refinish hardwood floors, some new cabinets, countertop installation, new baseboard, new backsplash, Porcelain tile on kitchen floor. I feel they should remove all the baseboard and backsplash and give me a full credit since I am going to hire my own independent contractor to fix this mess. They did try to resolve the issue by offering to remove and reinstall the baseboard. However, after 5 months my concern is how long would it take them to get that done? There is also an error on my bill as there was no baseboard installed in the closet that is included in my quote.

  

  Business response

  11/21/2022

  Mrs. ****,

   

  As we discussed during our conversation Friday afternoon, our production manager and estimator are working together to credit items either unfinished, or not finished to your satisfaction.  Once they have had an opportunity to  review the file we will of course credit any line items not completed, as well as make reasonable appearance allowances for sub-par work.  I apologize for the frustration on your end.  Our estimator will be in touch in the coming days in regards to your credit and closing the job out.   Again we apologize for the inconvenience, and look forward to an amicable agreement. 

  Thank you for your patience. 
  

  Customer response

  11/30/2022

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

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

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

  Thompson Building Associates, Inc.

  Nov 30, 2022 3:40 PM

  
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Description: On Dec 26, 2021 The consumer had a flood in her house from a broken pipe. The insurance company paid the construction company the entire balance. The construction company is continuing to bill her. Consumer stated she is being billed for plumbing and no plumbing work was done on her house. Consumer paid out of her pocket for the plumber. Consumer stated she is receiving bills which are threatening to send her to collections. Consumer stated she is still being billed $890 and the business is refusing to itemize the bill. Suppllier: Thompson Building Associates 3333 Refugee Rd Columbus, 43232 614-863-9650 No atty

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