Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was hired to do work on a home my wife and I recently purchased and are remodeling. I would like to notify the reader that I was threatened by the main contractor with a lawsuit if I complained on this website. On 4/11, these people started removing a partial fence, probably about 40 - 50 ft section. The fence had steel beams and concrete footers, so the contractor gave us an estimate for $1770. We ended up paying over another $1000 for another day of equipment rental and another dumpster as we also had some trash removed. Three weeks later, on May 5th, we were walking on our 12 acre property and across the creek, behind the treeline and behind some bushes, we discovered a huge pile of concrete footers from the fence removal. It was obviously placed out of sight as if they were trying to hide it. When I sent a picture the the contractor and asked what the plan was, he told me that his dumpster companies don't take concrete, but he may be able to take it somewhere. This was after we already paid for 2 dumpsters. This was the first day that we were ever notified that the dumspters don't take concrete. On 5/19, I asked about the plan for the concrete. He told me he didn't know of any concrete they dropped in the yard. When I reminded him, he told me I needed to pay to have it removed. After i called him, I got a text that there will be a dumpster delivered the next day and the concrete will be gone the same day. That never happened and since he continues to refuse, I had no choice but to file this complaint. I'm simply looking for him to have integrity and remove the concrete. The bottom line is they illegally dumped the concrete, hid it, then lied about it,then when i questioned him, was told it's my problem. Additional concerns were communication problems, subpar quality, punctuality, safety concerns, disrespectful behavior towards us personally as well as our personal property, and vile messages written on our lumber when we pointed out their mistakes.

  Business Response

  Date: 05/24/2022

  I'm responding to a false complaint from a customer who has become very rude and disrespectful since being told her project would require more materials. First, I'd like to say that the customer was never threatened should they file a complaint. My exact message on 5/20 at 11:50am was the following:
  
  "Also, in regards to the BBB were A+ accredited and for good reason. I have all emails and texts explaining that we would have to go another Avenue on removing the concrete and spoke to your bank yesterday, prior to our termination about the additional expenses. Know that I don't take threats lightly and would provide them with all the information they need to counter and resolve the complaint and I'll go legal if needed for badgering and any reputable damages you may cause.
  
  Again, I'm trying to be professional and you're being spiteful. Not sure why. "
  
  That was the exact message sent to the former client. She has felt the need to be very hateful over the last couple of weeks and for no reason. As I told the former client and the bank both we needed an addtuonal dumpstwr. We dumped a huge pile of trash for the customer, free of charge, that was not listed in their scope of work or paid for by the banks loan to them. Due to the weight of the fencing an additional dumpster would've been needed regardless of the concrete being accepted or not. We were actually charged more on each dumpster we had picked up because of the weight and did not charge the customer anything for these expenses.
  
  On 5/3 at 5:53pm I responded via text to the customer and said the following:
  
  "For the concrete we will have to see who is able to pick those up. None of the places we use allow you to put dirt, concrete, sand, grass or anything like that in them. There might be somewhere we can drop it off at. If you have ideas I'm open to suggestions. "
  
  We did not illegally dump the concrete or try to hide it. We placed it out of site until we had a solution and so it was not an eye sore to the customer. This was also to keep the workplace safe for us and their child. The customer approached me about their home owners insurance possibly dropping them because they were not living inside the property. So my team focused on the interior items (drywall, flooring) and we're circling bavk to the exterior items as they could be living in the house with or without there being a pile of concrete. When the customer says "they didn't know what concrete I was talking about" it's because we had started a concrete pad in the rear of the house and her message was interrupted that we had dropped those bags off. That was my misunderstanding and it was quickly cleared up.
  
  Once told that I found a dumpster and could have the concrete removed the next day, the customer refused the additional expense. Even though, having an additional dumpster was unavoidable because of the previous ones being filled up and over weight. The customers were not being charged any additional labor, as they have stated they paid for it already. I simply requested an additional dumpster. The customer and I had a phone call and I was told that they would be contacting their bank and having us removed from the site.
  
  At 7:35pm on 5/19 the customer sent the following
  
  "You can get all your stuff out of the house tomorrow. We'll be removing the lock box tomorrow evening. "
  
  The next day I cancelled the dumpster as we can't have dumpsters on sites that we have been removed from. I removed all of our items that morning and since then they have complained to their bank that we took items they paid for, even though these exact items are things that they complained to be wrong. Should I need to provide additional messages or proof I'm happy to do so.
  
  The customer claims that in addition to the concrete there were communication problems. I have personally texted and emailed both the customer and their wife. I have spoke to them in person and over the phone anytime something came about. We had phone meetings for recaps. They were told when subcontractors would be on site and what stage we were on in regards to their project. I'm prepared to provide all of those messages as well as phone logs showing constant communication with them.
  
  The customer claims that we had subpar work. I'd like for them to please point this out. The customer had LVT flooring installed in the downstairs of their home and one bathroom upstairs. The first crew did a terrible job and were removed from the site and honestly will never do another snap floor for us again. I had a different crew on the floor who removed the old and did an outstanding job. The customers told us they loved the floor. When the carpet was installed upstairs and on the stair treads our subcontractor cut himself and missed some of the edges of the carpet and scratched some of the walls where the stairs are. When the installer came back for the final room he corrected this and took pictures of every room. This carpet looks so good that I'll likely have him do my personal house. There were four areas of drywall repair for this project (kitchen, stairwell, laundry room, upstairs workspace). After each area was ready to be primed we informed the customer that they were able to prime and let us know if anything additional would be needed. I have messages clearing us on the upstairs workspace. The customer said there was a spot on the stairs. When I approached her wife she said it was very minor and already corrected. The customer was informed that the kitchen was ready for priming and then they did not respond. Instead, they complained to us about it without giving us the opportunity to see it. The last was the laundry room, which was started and required an additional hour of work. The customer complained about drywall dust in the area we were doing drywall work in and not yet finished.
  
  The customer complained about punctuality. I'm confused as to what she means by this. We're not on a 9-5 workday schedule or on her schedule. There was a lockbox on the house while we were hired to allow us inside the house.
  
  The customer complained about safety. I'm not sure what they're referring to. The only message they have mentioned concerns to us were the bricks and dirt on both sides of the bricks. The customer was told they would need field dirt and that we would help them to level it out. This was all because of removing the fence. No where in the scope were we to smooth out their driveway for them or level a sidewalk made for bricks but we offered.
  
  The customer complained that we had disrespectful behavior towards them personally as well as their property. On their scope we offered several items free of charge and bent over backwards to help them. When our foreman went to their property to meet the flooring guy yesterday he actually hugged the customers wife and told them they were doing great work and that they would have a nice home. We care as a company and take our work not only serious but make it personal and treat it like we would our own property. Just like the customer, I'm a military veteran and I've always wanted to help people.
  
  For the vile messages, I'm disturbed as well. I was not made aware of these message nor did myself or any memeber of the management team know of the messages. Being someone who is engaged to someone of the same sex, I was troubled by the messages as well. The employees responsible for the messages were immediately terminated and will never work for our company again. As I said before, I like to help people and I provide opportunities to people whether they be young, trying to get on their feet, recovering from alcoholism or something of that nature. These two employees were 18 and 19 in age and evidently not as mature in age as we thought when they were hired.
  
  To summarize, the customer fired us from the job and removed the lockbox. We removed all of our stuff from the site and will be refunding what the bank paid for that was not used or started (line item wise). We have offered to correct the concrete pad, which was not mentioned but we're correcting. The customer was told that if that correction was not to their satisfaction then we would remove it all together and not charge for the matierlas used or labor towards the pad. The flooring requires 3 $16 transition strips to complete which we can credit to them as well (they're Home Depot/Lowes stock items). The customer was offered the name of the dumpster company for concrete as we were only charging for the dumpster and not the labor.
  
  We worked around the customers tools, items and everything that they had in the way while we were trying to do our job. Generally we would not have to work around these obstacles from the customer. Theee can present safety concerns as well. We even organized their tools, untangles hoses and cords and had to move things out of our way to do our job. On top of that, we had no water source at all on site. This meant that we used the creek for water for the pad. That was a lot of wheelbarrelt and bucket use that we generally would have the luxury of a garden hose for. We were told that they would have the water source, but we did not complain about the extra leg work, we simply did it.
  
  The customer was also offered several additional estimates that they approached us for (plumbing, electrical, driveway). We also offered to repair their roof free to charge after we told them it was leaking once finding it.
  
  Our resolution is this, we will credit the items not used as well as the labor/time not spent. We will correct the concrete pad or remove it. We need to be instructed in what to do with the lumber on the porch. The customer is telling us one thing, but her wife is telling us something different. There was lumber that was used to prevent overspray on the porch. ...

  Customer Answer

  Date: 05/27/2022

  I would like to request that you close this complaint, therefore not publish it. The contractor is accusing me of slander, therefore I would like to prove to him that this isn't personal and my intent has never been to hurt his business. I stand by my complaint. Thank you.