ComplaintsforVeterans Home Maintenance LLC

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 19 2023 we had ******* **** with Veterans Home Maintenance come out to install a hot water heater.We realized after he left the hot water tank was not installed properly. We had water every where,and we realized that the expansion tank,the recirculating tank was never installed as we were told it would be.We called ******* and told him we have a major issue and he told us he could not come back.We called *** ******* *** *** .They came out and stopped the damage. Then they came out the next day to undo the damage and install it correctly.We have the invoice that states the damage. the vent pipe was never installed by ******* which could have resulted in toxic fumes. We contacted the owner and he was very uncooperative .We also discovered no permit was pulled from the city for this work.The owner ******* ****** was sent certified mail by us the invoices that he kept saying he couldn't read.He did refund 241.88 and another 235.93. However after we complained ******* **** charged another 50.49 to our account which we are disputing. *** ******* charged us 149.00 to stop the damage. The next day *** had to charge us 3213.54 . We have documents that support all this. We would like reimbursed for the damaged hot water heater which was 600.00 plus the cost out of pocket to correct the damage.Thank you ***** ******

  

  Business response

  04/21/2023

  Veterans Home Maintenance LLC  has no record of a ***** ****** in the Jobber ticketing system nor does the VHM email server recognize address:   *****l******************.  Please forward correct information to the Company.

  Customer response

  04/21/2023

  [BBB Transcirpiton via Phone]

  Could be under my husbands name ****** ******. I have attached my bank statement showing we paid you. 

  

  Business response

  05/07/2023

  We are sorry that this person does not tell the correct facts.  After a thorough investigation of Angi, Jobber, billing, phone/text records and crew interviews, the following are the documented facts.

  1.  VHM was contacted via Angi by phone on 13mar23 for a water tank replacement not new installation.

  2. Male customer did not call back until Saturday18March23 after office closed then called owners cell phone.

  3. Male customer stated that it was an EXACT REPLACEMENT of same model tank and need it done during that weekend.

  4. Owner from ********* ******** called **** in Fostoria, a sub-contractor because he wanted to work on Sunday due to child payment shortages.

  5.  When **** arrived on Sunday tank was NOT exact replacement and the fittings on pipes were incorrect to mate to the new tank (see pictures.)

  6.  Customer authorized replacing fittings so **** went to Gladiaux Hardware and bought  for $46.97 plus $3.52 Tax for Total of $50.49

  7. Everything went fine and job was completed at 1436 hours 19Mar23 and approved by ****** ****** (See attached jobber ticket proof)

  8. According to ****** **** and *** ******* both customer came out to work van as they were leaving stating that they had rechecking and all was fine.

  9. At 1835 hours both customers on speak phone call Owner on cell phone (still at Hospital with Wife) screaming that **** had installed backwards (would only give less hot water-see article attached) and demanded that **** come back immediately which within 15 minutes was arranged.  Customer left cell phone live so 3 hospital persons and Wife heard physical threats against owner).

  10. 1854 hrs- Owner calls customer back to advise ETA of **** but is told that they had hired ***** *** to correct problem.  Owner said to ship or make available for pickup allegedly damaged tank for Engineers to inspect  and he would give credit for labor.

  11. 1905 hrs Owner from cell phone through Jobber makes restitution for Labor and charges ($50) for parts purchased.

  Summary: VHM did the work correctly, offered to return and was on the way back on Sunday night and was refused.  If there was a permit needed customer should have obtained or asked VHM to obtain and bill for reimbursement.  No tank has been made available for engineer inspection as requested multiple times.  Parts were not returned as promised so customer was charged for those and now is in dispute.  Customer was reimbursed for all labor.

  Veterans Home Maintenance LLC Keeping Veterans out of Nursing Homes since 2012

   

   

   

   

   

  Customer response

  05/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: See attached
  
  Sincerely,
  
  *****/****** ******

• Initial Complaint

  08/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired them in October 2021 to install a vinyl fence, they said it would be installed in November 2021, they didn't end up starting it until April 2022 & it is still not completed & what is done looks awful. I paid a $7500 deposit, the owner has very poor communication & I got another estimate to fix their mistakes & was told it wasn't fixable. I then asked for my deposit back & have not received anything nor had any communication. Also the materials sat in my yard all winter, even after I asked if it wasn't going to be done until spring to have it moved and now my whole side yard is also ruined. Just a horrible experience from the start.

  

  Business response

  09/28/2022

  [BBB Transcription via Email]

  
  ******* ******,** **** <***********************>
  Attachments
  Tue, Sep 27, 10:18 AM (22 hours ago)
  to **
  
  Good Evening *********
  Attached find the initial 4July22 past due invoice for the contracted work done and >10 pictures of the work.  The fence was assembled EXACTLY to the manufacturers instructions and the degradation of the concrete is solely due to the addition (without contractor consultation) of a leaking above ground pool next to the fence.  The customer is now adding additional part request that was not on initial RFQ in order to not pay for the fence that has been installed since June 2022 (see pictures).  Additionally I have spoken to ******* Fencing about the quote provided to *** by customer and they say customer wants a different fence and does not see problems with installation thus a 2023 quote.  VHM was on time with promise dates and has sought council for past due monies plus documented evidence of sexual harassment of woman customer and customer family actually urinating on 2 VHM employees who are testifying.  This is ongoing legal issue.
  
  If questions, please let me know.
  
  Thanks 
  ****************
  
  
  
  v/r 
  ******* ****** *** ***
  ******** ***** ******** ***
  Veterans Home Maintenance LLC
  ****** **** **** ***** ***** ***** ******* ******
  AWS Certified Cloud Practitioner
  SIEM/Splunk Architect
  Cell: ************

  Customer response

  10/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  10/18/21 – Paid deposit and received an email saying work was booked for 11/13/21
  10/18/21 – Received text from owner saying work would start the 2nd week of November 2021 or before if materials arrive sooner
  11/20/21 – Received a text stating ***** delivered the wrong materials
  11/26/21 – I texted him and said ***** had now delivered correct materials
  12/2/21 – Received text saying they were waiting for brackets and gates
  12/22/21 – I texted owner asking for an update on the installation
  12/30/21 – I texted again asking for an update, said the other materials had been sitting in my yard for over a month and that I didn’t want them laying in the yard all winter
  12/30/21 – Owner responded saying they were shut down for COVID and they would expediate after the 1st when they were back in the office
  1/28/22 – I asked for an update because I had not had any additional communication from him
  2/8/22 – I asked for an update and told him I was very disappointed in his communication and service and would not have hired him had I known this
  2/8/22 - He responded that the gates had arrived and they would start as soon as the ground thawed
  3/9/22 – I texted asking for an update
  3/9/22 – He responded As soon as the snow melts they will finish ASAP
  3/20/22 – I texted for an update
  3/20/22 – He responded targeted to get it done as soon in April as possible & would advise me the following week
  4/5/22 – I texted for an update
  4/5/22 – He responded 4/16-4/17 weather permitting
  4/14/22 – I texted to see if they were still coming on 4/16
  4/14/22 – He responded saying it would be too windy with possible rain and Sunday was Easter so it would not be until the following weekend
  4/19/22 – Sent text to get update
  4/19/22 – He responded and said it depends on the weather
  4/22/22 – I texted asking about install because it was not raining
  4/22/22 – He responded that it was raining at his house so he scheduled other inside work
  4/28/22 – He sent me a text saying they would be there Saturday
  4/30/22 – He texted asking if more concrete and lumber was delivered
  4/30/22 – I confirmed but they never came because it was drizzling and they needed to use electrical equipment, said they would be there next weekend
  5/6/22 – He texted saying it was raining and they would do next week
  5/9/22 – I texted him and asked if they would be starting through the week or waiting for the weekend
  5/9/22 – He responded they would be there Thursday and Friday
  5/11/22 – I texted to confirm someone would be there the next day
  5/11/22 – He confirmed yes in the afternoon
  5/15/22 – Asked him when they were coming to install posts because they had the yard staked & strung off where the fence was supposed to be going up and I couldn’t mow my grass
  5/15/22 – He responded he was waiting for the ground to dry and to cut one of the strings if I needed to get the mower out
  5/21/22 – Sent him a text asking when the fence was going to be installed
  5/25/22 – Sent him a text saying his workers had come on Monday and dug a few holes for the posts but had not been back and asked what the future plan was to get completed. I also let him know again that I was unhappy with his communication and service because the materials had been in my side yard since November, even though I told him I didn’t want them sitting there all winter and now my side yard was ruined and I couldn’t even mow, etc, I stated I would like the fence completed within the next two weeks because it was well overdue
  5/25/22 – He responded that they were on their way there the day before but their truck broke down and said they would be there Saturday, Sunday and Monday to finish.
  6/4/22 – Sent pictures of gate latches to confirm they were the right ones, I confirmed (Note: the latches are still not installed)
  6/7/22 – He texted and asked if the yard was flooded
  6/7/22 – I responded no that there were just a couple of puddles
  6/7/22 – He responded they would resume the next day
  6/8/22 – He texted and said himself and one other worker went to the hospital and they would be there Thursday to resume
  6/10/22 – He texted asking if the fence and progress looked better
  6/10/22 – I responded that there were a couple of issues and he responded he would come with the crew on Saturday to look
  6/10/22 –Later in the day he texted that ***** (one of his workers) said that adjustments needed to be made and that he would check Saturday when he comes
  6/20/22 – I sent him a text asking what the plan was to get the fence finished
  6/20/22 – He responded that the latches had arrived that day and they would be there the next day to finish the gates (They never showed up, latches are still not installed)
  7/4/22 – I received an email saying my service was completed and then I received an invoice. The invoice was almost $1000.00 more than the estimate I received in October 2021. I sent him a text and asked if he had been out to inspect the fence because there were numerous issues, which I listed in detail. I told him no adjustments had been made like he had previously stated and the latches were still not installed. I said the invoice was more than the original estimate and that there had been an eight month gap from when it was actually done and that most of the materials were purchased in November and asked for an explanation of the price difference
  7/4/22 – He responded and said he would come over that weekend to discuss and that ****** had closed out and generated the invoice because no future visits were scheduled in his system because the latches and caps were still back ordered, yet I received a text from him on 6/20 stating the latches had been delivered
  7/4/22 – He sent another text saying two of his crew members said a young man came out while they were working and urinated on the deck towards them (I don’t have a deck) and said we could also discuss that when he came this weekend (but he never brought that up again)
  7/8/22 – He texted and said he would be at my house Saturday
  7/8/22 – I responded I had to work but he could stop by and check the fence
  7/9/22 – He texted me and said all was fixable through alignments that still needed done. He said they  had made some successful alignments already and they had an issue with a couple of the concrete sets mainly due to tree roots, said they would be shoring them the next week and that is why it was cracking and that he ordered some pasot setting foam to see if that would work better
  8/4/22 – I texted him saying the last time I heard from him was four weeks ago and at that time he said they would be back the following week to make the rest of the adjustments and install the latches. I asked if he was abandoning the job and I told him I got an estimate from ******* Fence to fix/finish the job but they said it wasn’t really fixable so all they could do was give me an estimate to remove and replace. I at that time asked for a refund of my deposit or I may have to seek legal council
  8/4/22 – He responded and asked if I was threatening him
  8/4/22 – I responded no, I was just asking for reimbursement because the fence was not completed and and what was completed wasn’t done correctly and he didn’t adjust like he said he would and after not hearing from him for over a month I assumed he was abandoning the job
  8/4/22 – He responded and said that parts were still on order and my invoice was unpaid
  8/4/22 – I responded that I paid the deposit and we agreed that the rest would be paid when the fence was completed and it is still not complete
  8/4/22 – He responded and said it wasn’t done because there were parts on order and he would look into it on Monday
  8/10/22 – I texted him that he said he would contact me on Monday and never did
  8/10/22 – He responded and asked for a copy of the estimate from ******* Fence
  8/11/22 – I emailed him the estimate
  8/11/22 – He responded he was talking to his legal council and would have further discovery within 30 days
  I then filed the complaint with BBB
  In response to his reply to my complaint:
  He stated the invoice was past due, I only received one invoice on 7/4 and when I asked him about it, he said the job wasn’t completed yet and that the invoice was automatically generated from his software, so no if the job is not completed I was not going to pay the invoice until it was completed. I haven’t received any other invoice stating past due and the job is still not complete.
  He then stated the concrete cracking was solely due to installation of my pool. The pool was not installed until after the fence posts and panels were installed (He said the concrete had to dry before the panels could be installed). Furthermore the pool is on the opposite side of the yard as to where the concrete is cracked. Third he stated in texts, which I still have that the concrete cracking was due to tree roots and said they would be shoring them the next week and that he ordered some pasot setting foam to see if that would work better. He never stated anything to me previously about the pool.
  He stated I was adding additional part requests to avoid paying the invoice, that is an outright lie. The gate latches, which are still not installed, were part of the original estimate and the he said he was going to order setting foam to try to fix the cracked concrete.
  ******* Fence clearly stated to me that even if they attempted to fix the fence he installed it would not last so all they could do was give me an estimate to remove & replace the fence. The quote was done in August 2022 with an estimated installation date of 2023 because they are backed up that much and can’t schedule before then. So his response to this is also a lie.
  They were not on time with their installation date, the fence was supposed to be installed in November of 2021 and I have email and texts to prove that.
  As far as his employees being urinated on, this is another outright lie. I received one text on 7/4 stating two of his crew members said a young man came out while they were working and urinated on the deck towards them (I don’t have a deck) and said we could also discuss that when he came this weekend but he never brought that up again.
  He also stated documented sexual harassment by the woman customer, is that supposed to be me? This is also an outright lie and the first I have heard anything of it.
  He stated it is an ongoing legal issue, I have heard nothing from him or his legal council so I also find this to be false.
  He clearly is trying to get out of refunding my deposit and he knows he did an awful job, which was never completed. It is sad that he has to lie instead of just admitting he did a bad job and had awful communication. I do not feel like this issue is resolved and may have to contact my attorney as well.
  I can provide proof of all texts and pictures showing the fence leaning, gaps, concrete cracked and gates not installed.
  
  
  Sincerely,
  
  *** ******

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