ComplaintsforBalla Custom Services

• Initial Complaint

  05/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company did a years worth of work at our house (mid December of 2020 thru end of November 2021), including a total third floor remodel, remodel of a second floor bathroom, installed new doors on second floor bedrooms (3), and finished two thirds of our basement which wasn’t originally finished. After multiple mistakes (bathroom tile in second floor being wrong color the first time; our third floor shed dormer took a month to enclose while water poured into our house on multiple occasions; the third floor bathroom tile being laid in the wrong direction; the third floor bedroom and closet being 4” out of level in a 6’ level span; removing a basement floor jack post under main beams of our house without doing any due diligence or seeking approval from a structural engineer; the other side of our house not being supported as the wall under the other support beam was removed and replaced 1/2” short of the beam; new third floor bathroom drywall is already cracking and peeling and company refuses to stand behind their work, JUST TO NAME A FEW!! We are now approx 6 months after they “completed” and will not stand behind any of their completed work. Furthermore, when they removed the jack post from our basement, our house started settling and we have cracks in baseboard trim, doors falling out of level, and settling issues with paint, drywall, and grout lines.

  Business response

  06/06/2022

  BBB Complaint Response #********

  ******* & ***********************

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

  Narberth, PA *****

  
  
  

  ******* project Cost:

  Total Project total $233,105

  Initial discount -$14,642

  Final Discount -21,963

  $196,500 Total money Receive for the completion of all scoped work

  
  

  Dear ***************,

  In full-service remodeling, especially ones that involve multiple rooms and multiple floors of someone's home there is hundreds of items/tasks that need to be done to complete a renovation project. It is certain that no matter how much you pay for construction services, there will always be challenges and difficult things to work through during a construction project. At BCS we make sure to tell cust****s up front in our early meetings that there will be problems and that no problems during a project of this size is extremely unlikely. The truth is Problems are really just expectations not met. However, it is our teams belief that a good company doesn't have to eliminate the problems, but instead should be measured by how quickly & efficiently problems are solved.

  Throughout the project there have been more problems than normal, and that was very unfortunate. We fully took ownership of each, and everyone issue, Including the hall shower glass door that was installed to reflect our signed off summary report. In which the client, after it was installed said that it is not what she wanted. Below is a copy of the page in our signed summary report that shows the shower door that we installed:

  Client initial & Date

  Client

  
  

  Below is an email thread of our communication with the cust****s. Even though the cust**** signed off on the image of the shower door in our summary report there still seamed to be confusing. If there was a better way of communicating how it looked besides showing a visual depiction and having them signed off, then we did not do our due diligence in doing that, but we felt that the sign off sheet was pretty clear in how the door would look.

  Below is the email chain of our response to the cust**** not being happy with the door:

  _______________________________________________________________________________________________

  From: ************************* <******************>
  Sent: Monday, March 1, 2021 1:50 PM
  To: Tammy R**** <******@bcscraftsmen.com>
  Cc: Brent B**** <*****@bcscraftsmen.com>; **** ???? <***************@*****.com>
  Subject: Re: ******* - Hall Bath Executed Construction Documents
  
  Hey Tammy,
  
  **** is going to call Brent today. This is just not going to be acceptable. This is our first time purchasing shower glass, so I am certainly not an expert, we are leaving that to you all.
   I thought we were on the same page with the look we are going for in this bathroom. Everything else is soft and white, this thing, which even appears cheaply made as it is leaking already, does not even begin to work in this type of space! 
  I would think you would be as mortified as I was when you saw it in your beautifully designed bathroom. Every person I show the picture to, their eyes get huge! 
  While I didn’t think I would need to, or this would be an issue, I now grasp the difference between completely frameless, semi-frameless and framed. What we have currently in our bathroom right now is FRAMED!  
  I understand that the glass sliding doors themselves are not framed, but the entire rest of it is. Here is an example of a “FRAMED“ shower. As you can see the doors themselves don’t have a frame, like ours, however the 3 inch FRAME at the top classify’s it as frame, like ours, and as indicated by the website description. This is the closest one I could even find on the internet that looks similar to the one in our bathroom now. Most pictures of bathrooms have completely frameless. 

  ________________________________________________________________________________________________

  From: Tammy R**** <******@bcscraftsmen.com>
  Sent: Monday, March 1, 2021 3:07 PM
  To: ******* ***** <********@*****.com>
  Cc: Brent B**** <*****@bcscraftsmen.com>; **** **** ***************************
  Subject: RE: ******* - Hall Bath Executed Construction Documents
  
  Hey *******
  
  We’re going to take care of this for you.
  
  We’ll be out on Wednesday. 
  
  Many thanks,
  
  Tammy R**** NCIDQ, CAPS :: Designer
  
  BALLA CUSTOM SERVICES | LICENSED/ INSURED
  
  645 Lincoln Highway East, Coatesville, PA 19320
  
  OFFICE - 484.786.9897 | DIRECT – ************
  www.ballacustomservices.com 
  

  _________________________________________________________________________________________________

  On Mar 1, 2021, at 3:11 PM, Tammy R********* <***********************> wrote:

  To clarify. Were going to figure it out.

  I know that Brent spoke to ****, I wasn't there. But, I think Brent, Jeff and myself will see you Wednesday, and together, well come up with a solution that works for you. 

   

   

  Many thanks,

  Tammy R**** NCIDQ, CAPS::Designer

  BALLACUSTOM SERVICES|LICENSED/INSURED

  645 Lincoln Highway East, Coatesville, PA 19320
  
  OFFICE - 484.786.9897|DIRECT  ************

  www.ballacustomservices.com

  _________________________________________________________________________________________________

  
  

  From: ******* h**** <********@yahoo.com>
  Sent: Monday, March 1, 2021 3:20:13 PM
  To: Tammy R**** <******@bcscraftsmen.com>
  Cc: Brent B**** <*****@bcscraftsmen.com>; **** **** **************************>
  Subject: Re: ******* - Hall Bath Executed Construction Documents 
  
  Yes I know you will, as it isn’t what we signed up for at all.  
  
  What time on Wednesday? I have an appointment at the 1pm in the city 

  Sent from my ******

  ________________________________________________________________________________________

  
  

  Even though the cust**** stated that this “isn’t what we signed up for at all” after signing the summary report, we still wanted to make the cust**** happy. BCS was prepared to put out the additional cost of $1500+ for a new door at no extra charge to the client.
  
  Surprisingly, after I (Brent) spoke with **** on the phone and he told me “No, I know it’s not your fault, we saw what it would look like and we signed off, we should pay for the door” we still offered $500 off their final invoice because it was an unfortunate event, no matter who was to blame.
  
  As mentioned in ****’s letter to you, there where many other bumps in the road, that we quickly tried to fix and navigate through, during the rest of the project. Around the middle of the project, we could see that the ******* was getting fatigued and very frustrated, and they just wanted the project to be over. BCS worked hard to complete all that we were originally scoped to complete.
  
  When expectations are not met, and personal life gets tough for people, individuals don’t always express their feelings in a calm, kind & patient manor. Especially when respect is lost from one party to another. It was about halfway through the project that it was decided that all communication would be done through **** as ******* grew very frustrated with the BCS team. We were in full agreement in this as, *******’s demeaner and communication had become extremely negative and somewhat abusive towards our team. Through it all we tried hard to keep our craftsmanship & integrity. We are a good, honorable team that does our best to make each cust**** happy. We worked hard to fix every problem that came up, no matter who was at fault. Our hope is to always learn and grow from our mistakes and make the next cust**** experience even better. Since then, we have implemented more Documentation to clarify the work that is to be completed as well as spend significantly more time educating the client in how things are done and how they should look when completed.
  
  By the end of the project the cust****s were clear that they were not happy with the project as a whole, despite the efforts to rectify any and all miscommunications or unclear expectations. They decided that they were not going to pay the full balance. This was very disappointing as we spent a large amount of time & money to get that project to where the cust****s wanted it to be, above and beyond what was initially expected. Every challenge that came up we worked hard to make it right even if that meant BCS spending additional money or time to make it right in their eyes. For the last invoice the cust**** decided that they wanted 40% off the final invoice and knowing that there wasn’t much we could do about it, we said “fine” and added a line credit in their final invoice for $21,963 even though all work that was scoped in was completed by BCS. We believe it was the right decision as their email response ensured that it was the best decision to maintain integrity:

  
  

  A few months after we had officially closed the project, **** emails our team with concerns about a post that was removed in the basement under one of the supporting beams. He noted how there was cracking in the 2nd & 3rd floor, and he believed it to be a direct effect of the removal of a post in the basement. (Please note that there were 5 posts under the beam in a 16 run, which is technically way too much) Nonetheless as a company who stands behind our craftsmanship & integrity, we agreed to make steps to rectify it. (Even after the client refused to pay the full balance) Below is our email conversation about it.

  
  

  _______________________________________________________________________________________________

  From: *********************** <*************************>
  Sent: Saturday, February 26, 2022 2:00 PM
  To: Brent B**** <*****@bcscraftsmen.com>; Brent B**** <*****@bcscraftsmen.com>
  Cc: **** ******* **************************** ******* ***** *******************>
  Subject: ******* - *** ****** ***
  
  Hi Brent,
  
  I’m writing this email to inform you of some ever evolving issues we are having in our home.  We are roughly 3 months beyond the completion date of our home project with BCS (just before thanksgiving).  About a month after that, we had the majority of the interior of our house painted (completed just prior to Christmas).  We weren’t left with many options after the project, even in untouched areas, from the construction. 
  
  Regardless, we are now seeing extreme signs of shifting and settling in our home.  There isn’t one area on any floor where we aren’t seeing NEW cracks in drywall and walls with a fresh coat of paint; along baseboard trim in another room (both of which weren’t involved in the project); doorways no longer level; trim/caulk/framing/grout separating; floors feeling like they are sagging; stairways and landings doing the same… I think you see where I’m going.  Remind you, this is all AFTER our house has been constructed and painted so every crack or split in these places comes thru brand new and obvious.  I’m attaching a small sample of pictures for visual just from your constructed areas:
  
  
  These are all from the third floor, every room and doorway, and were taken last night. 
  
  ******* and I have engaged with two separate structural engineers, both of whom have seen these photos amongst others, as well as heard these same concerns, and both asked us who our contractor was, and if permits were pulled from the township since it’s obvious that foundation and load bearing walls have been altered.  There are some rather alarming photos that I provided them, showing NO support to the main beam on the south side of our home when the basement was being finished:
  
  The beam under the refrigerator is missing the entire wall that was originally there supporting that load, and there are no jack posts or anything else supporting it in the interim.  When the wall was rebuilt and finished, we were left with at least a 1/4” gap between the newly assembled wall and the main beam.  So there is now essentially NO load bearing from that wall up to the beam; only from the two jack posts you see in the pics on either side of the fridge.  In fact, I actually went and bought two NEW jack posts to help reinforce this main beam on this end of the house to alleviate the gap left from the newly installed wall - $250 later.
  
  We are also one less jack post on the other main beam on the north side of the house.  Your team assured us that this was ok to remove, after it was determined that the LVL beam wasn’t an option.  My assumption is that this was your team’s professional opinion and not that of a structural engineers.  If that isn’t the case, I would like to know.  Pictures of this will follow in the next email. 
  
  The engineers both said we should be immediately notifying the township of this and have our house formally inspected.  So where does Balla come into this?  We didn’t have these issues prior to the work done in our home.  We have a well-established history of this project failing to meet our expectations on many, well documented occasions; some of these were brushed under the rug and never addressed.  Once again, it seems that this too will fall under that category.  We’ve spent our entire savings on this renovation project that went well above both budget and timeframe, and we still aren’t in the clear from it.  This is our home where we raise our family and plan to keep for 15-20 years.  Our home that we were displaced for an entire year while dealing with the project that was projected to take much less time.  We’ve never had this many problems in the 5 prior years of living here.
  
  I look forward to your immediate response on how you are going to address these issues.  This isn’t something that can wait.  The entire structure of our house is compromised.  There are major safety concerns here, let alone continual damage as things shift more.  

  Thank you,

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

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

  _______________________________________________________________________________________________

  From: Brent B****
  Sent: Monday, February 28, 2022 9:07 AM
  To: *********************** <*************************>
  Subject: RE: ******* - **************

  Good morning ****,

  Is there a time today we can touch base on the phone and go over this?

  BRENT B****:: OPERATIONS MANAGER

  BALLA CUSTOM SERVICES| LICENSED/ INSURED

  ADDRESS | ************************************************************** *****

  OFFICE - ************ | DIRECT ************

  www.***craftsmen.com

  ______________________________________________________________________________________________

  During our conversation on the phone, we agreed to have a structural engineer come out to look at everything at our cost. 

  ***Attached is the structural engineers report.

  Below is the email conversation that our project manager, **** and the cust****s had through this process (the red words are Jeff's comments pertaining each item):

  ______________________________________________________________________________________________

  On Apr 8, 2022, at 11:19 AM, ************************* <*************************> wrote:

   

  Good morning,

   

  As suggested by the engineer we will replace the 1 post we removed from the support beam on left side of the house.  Please let me know what day (starting with the 13th of April) you guys will be available for us to come install the 1 beam.  We will also wrap the beam with drywall and millwork so it will replicate the other two beams.  I have attached a copy of the engineers report with some things highlighted to ensure we are all on the same page as to the engineers findings and recommendations.  It seems perhaps, some of her findings are not clear.  I am sending this to help in anyway put your mind at ease that a lot of the issues are not structurally related.  I am sure that is a huge relief to you guys.  As far as cosmetic issues go, we will caulk areas she has indicated should be caulked due to shrinkage and other issues.  The baseboard crack which was sustained due to the removal of 1 beam will be addressed in whatever fashion you would like.  If you just want it to be wood putty and caulk we will do that, if you'd prefer for that piece to be removed and replaced we will do that.  Please just let me know your preference.  For clarity purposes, I have copied the last email and added a few comments to ensure we are all on the same page as to scope of work we need to preform to correct this issue.

   

  
  We absolutely need to set up a time ASAP to replace the SUPPORT column that we were told could be safely removed along with several others.     We will install a new post in same location we removed a post.  We did not remove several others

  
  In less than six months from the completion of your project, we were seeing our home actively shift and sink. There are large gaps along the floor boards now that need to be caulked throughout the entire house.   This will require a walk through to ensure we know which areas need addressed. I will meet whoever on site the first day to mark this out for the team to execute.

  
  The ceiling in the area under the steps on the first floor needs to be repaired now, as it is cracked in multiple places due to the lack of support you left in our basement.   I do not recall this on the report but I agree new cracking might be from the 1 post we removed and we will address this area.

  
  **** had to make an emergency run to ***** to replace TWO support columns that your team removed.    Please see report where it states these two new additional posts are not needed. That's not to say they will be removed, just stating for clarity. Our home will never now be as it was before all of this sudden shifting and sinking occurred. I see the damage you have created in every single room I walk into now in our home.
  The ceiling in the master bathroom needs to be repaired, I know of 2 different issues on the ceiling in master bathroom.  First one is a grout caulk line that has shrunk where tile meets ceiling and we will recaulk that area.  The other is in corner by linen closet and when I was there it looks like a crappy spackle job that we should redo.  and the entire third floor needs to be caulked appropriately.   We can certainly recaulk and putty.  There are now large gaps all throughout the third floor due to sinking. Please refer to report and engineers findings about 3rd floor sagging. 
  
  We look forward to hearing your plan and time line for completion.    As soon as you guys can give me a date starting with the 13th we will be down.  As far as timeline goes, I would expect 4 working days for completion.
  
  Thank you,
  ******* 

  __________________________________________________________________________________________________

  From: *********************** <*************************>
  Sent: Monday, April 25, 2022 10:41 AM
  To: ************************* <*************************>
  Cc: ************************* <******************>; ***** Balla <***************************>
  Subject: Re: Support beam

   

   

  ****, 

   

  We are returning back from being away, so asap we are available to get the support beam back in place.  I would like the beam installed but not encased until I have someone come inspect the opening and beams, etc.  After I get a satisfactory response from them, we can encase and finish.  I would anticipate a day or two, max after the beam is installed, they come out. 

   

  Regarding the other cosmetic fixes, I would like to address the third floor bathroom spackle/drywall issue first.  I think that room doesn't vent well enough and its a bigger issue than just that spot you observed.  There are other areas that look similar, including around the vent fan trim itself.  Its too soon to be having this happen as badly as it is. 

   

  We also need to look at one of your new bedroom doors on second floor that doesn't stay put when open, so always swings all the way open, and you can see inside/outside the closed door half way up the door.  

   

  Finally, the remaining cosmetic fixes, i.e. caulking, puttying, etc can all wait a bit more until we see the shifting and moving subside.  I would say a couple months would make me feel more comfortable as ******* and I continue to monitor existing items.  Same for the baseboard in second floor, which should ultimately be replaced.  

   

  Will wait to hear back when the beam installation is scheduled. 

   

  ****

   

  Sent from my ******

  ______________________________

  
  

  On Apr 25, 2022, at 1:18 PM, ************************* <*************************> wrote:

    I have scheduled the post for install Wednesday.  We will need to address other concerns after you have approved new post installation.  

   

  JEFF B*******:: Project Manager

  BALLA CUSTOM SERVICES| LICENSED/ INSURED

  ADDRESS | ************************************************************** 19320

  SHOP - ************ | CELL ************

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

  www.ballacustomservices.com

  
  

  ________________________________________________________________________________________________

  On Apr 25, 2022, at 7:43 PM, *********************** <*************************> wrote:

  Thank you.  What time Wednesday?

  ****

   

  Sent from my ******

  
  

  ________________________________________________________________________________________________

   

  From: *********************** <*************************>
  Sent: Thursday, April 28, 2022 9:51 PM
  To: ************************* <*************************>
  Cc: ************************* <******************>; ***** Balla <***************************>
  Subject: Re: Support beam

   

  My engineer sent me these following pics with the feedback that the plate fastened to the middle beam barely catches the two outside beams.  He asked why we didn't put a plate to carry tall three between the jack?  There was something there prior.

   

  ****

   

  Sent from my ******

  ________________________________________________________________________________________________

  On Apr 29, 2022, at 8:08 AM, ************************* <*************************> wrote:

   

  ****,

   

  Thank you for these photos.  This is an easy adjustment.  While that instillation is typical in this case if you feel it needs to catch more of the other two beams. I will send guys down to simply turn the plate to run length wise instead of width wise.  I will reach out for scheduling purposes when I know I can send someone down for this adjustment.  Would you also kindly pass along your engineers name and contact info so  I can discuss with him/her to ensure our next time down we execute exactly what they feel is needed.

   

  JEFF B*******:: Project Manager

  BALLA CUSTOM SERVICES| LICENSED/ INSURED

  ADDRESS | 45 Kirby Street, Coatesville, PA 19320

  SHOP - ************ | CELL ************

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

  www.ballacustomservices.com

  
  

  _________________________________________________________________________________________________

  On May 2, 2022, at 7:33 AM, ************************* <*************************> wrote:

   

  I will work on securing a piece of metal for this.  I will be in touch when I have secured it and can send guys again.

   

  JEFF B*******:: Project Manager

  BALLA CUSTOM SERVICES | LICENSED/ INSURED
  
  ADDRESS | 45 Kirby Street, Coatesville, PA 19320

  SHOP - ************ | CELL ************

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

  www.ballacustomservices.com

  _________________________________________________________________________________________________

  From: *********************** <*************************>
  Sent: Monday, May 2, 2022 9:27 AM
  To: ************************* <*************************>
  Cc: ************************* <******************>; ***** Balla <***************************>
  Subject: Re: Support beam

   

  Thank you

  ****

   

  Sent from my ******

  _________________________________________________________________________________________________

  On May 2, 2022, at 10:06 AM, ************************* <*************************> wrote:

  I will have the piece of metal and Brian available on May 16th.

   

  JEFF B*******:: Project Manager

  BALLA CUSTOM SERVICES | LICENSED/ INSURED
  
  ADDRESS | 45 Kirby Street, Coatesville, PA 19320

  SHOP - ************ | CELL ************

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

  www.ballacustomservices.com

  ________________________________________________________________________________________________

  On May 2, 2022, at 1:01 PM, *********************** <*************************> wrote:

  Ok 

  ****

   

  Sent from my ******

  ________________________________________________________________________________________________

  From: *********************** <*************************>
  Sent: Monday, May 9, 2022 9:56 PM
  To: ************************* <*************************>
  Cc: ************************* <******************>; ***** Balla <***************************>
  Subject: Re: Support beam

   

  Jeff,

   

  What time next Monday will someone be coming to install the plate?  I would like Tuesday to be my day for inspection on our end and then it can be framed and finished.  Please let me know when this will occur, Wednesday or after.  

   

  While we have someone out doing that drywall, we need to have that person address the third floor bathroom ceiling drywall, as well as the vent fan situation.  

   

  Also second floor bedroom doorframe.  What's the plan here?

   

  ****

   

  Sent from my ******

  ________________________________________________________________________________________________

  On May 10, 2022, at 9:12 AM, Jeff B******* <****@bcscraftsmen.com> wrote:
  

  ****,

   

  I have not received my piece of steel plate you requested as of yet.  I am supposed to get it today   If I do, would it be possible to do the install Friday first thing? I have guys down in ********* at the end of the week.

   

  JEFF B*******:: Project Manager

  BALLA CUSTOM SERVICES | LICENSED/ INSURED
  ADDRESS | 45 Kirby Street, Coatesville, PA 19320

  SHOP - ************ | CELL ************

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

  www.ballacustomservices.com

  _________________________________________________________________________________________________

  On May 10, 2022, at 10:29 AM, *********************** <*************************> wrote:

  Yes

  ****

   

  Sent from my ******

  _________________________________________________________________________________________________

  ***** one of our Craftsmen at BCS went to the cust****s home to do the changes requested. ******* along with her children were home, however **** was not. When ***** went in to do the work, ******* was caught off guard & got very upset that we showed up unannounced. ***** did not complete the work and left.

  _________________________________________________________________________________________________

  From: *********************** <*************************>
  Sent: Friday, May 20, 2022 11:59 AM
  To: ************************* <*************************>; ***** Balla <***************************>
  Cc: ************************* <******************>
  Subject: Re: Support beam

   

  Brent and Jeff,

   

  A few things:

   

  ***** wont be coming back to our house.  After he wanted to argue with my wife in our kitchen in front of our children about his arrival being known vs not known after walking right inside unannounced, I'm sure you can appreciate my stance. 

   

  Secondly, the new Jack post in the basement can be framed, dry walled and finished.  

   

  Circling back on the drywall and spackling issue in the third-floor bathroom. When can we expect someone to come out and address this? Same with the baseboard trim that needs to be replaced in the second-floor bedroom and other bedroom door frame w the gap that's out of alignment.  

   

  Thanks,

   

  ****

   

  Sent from my ******

  __________________________________________________________________________________________________

  On May 20, 2022, at 12:29 PM, Jeff B******* <****@bcscraftsmen.com> wrote:

   

  ****,

   

  Please see answers below

   

   

  Brent and Jeff,

   

  A few things:

   

  ***** won't be coming back to our house.  After he wanted to argue with my wife in our kitchen in front of our children about his arrival being known vs not known after walking right inside unannounced, Im sure you can appreciate my stance.   Understood.  I apologize on behalf of the company for how that occurred last week.  For my part I thought we were on same page of coming down but ***** should have handled the situation much differently.

   

  Secondly, the new Jack post in the basement can be framed, dry walled and finished.  I can get someone down Thursday for this.  Will this work? 

   

  Circling back on the drywall and spackling issue in the third-floor bathroom. When can we expect someone to come out and address this? (Unfortunately this is not a result related to the removal of beam in basement and would fall under a warranty claim) Same with the baseboard trim that needs to be replaced in the second-floor bedroom ( I will schedule this on the same Thursday and we will replace the baseboard trim)  and other bedroom door frame w the gap that's out of alignment.  (This too is not due to removal of beam in basement and would fall under a warranty claim)

   

  Since the final balance was not paid in full we will not be addressing issues not related to the removal of beam in basement.  It is company policy that warranty claims are only addressed after full payment is received. 

   

  JEFF B*******:: Project Manager

  BALLA CUSTOM SERVICES | LICENSED/ INSURED
  
  ADDRESS | 45 Kirby Street, Coatesville, PA 19320

  SHOP - ************ | CELL ************

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

  www.ballacustomservices.com

  _______________________________________________________________________________________________

  On May 20, 2022, at 1:41 PM, *********************** <*************************> wrote:

  You're sure that's the stance you want to take on this???  That you aren't standing behind YOUR contractors work that was completed less than 6 months ago and already looks like shit??  

   

  The reason your company wasn't paid in full is because of how poorly the work that was actually done was finished, in addition to the timeline that this all took, as well as all the mistakes that *** made (bathroom tile in second floor being wrong color, our third floor shed dormer taking a month to enclose while water poured into our house on multiple occasions, the third floor bathroom tile being laid in the wrong direction, the third floor bedroom and closet being 4 uneven in a 6 level span, removing the basement floor post at recommendation of Tammy R******** (your words not mine - is she a structural engineer?) without doing any due diligence, the other side of our house not being supported as the wall under the beam was removed and replaced 1/2 short of the beam).  

   

  I hope that jogs your memory of just a few things we encountered during the year long project that was projected to be completed in may, then June/July, then august, and ultimately end of November.

   

  Jeff if that is your and Brent’s final decision on the matter, I will happily see you in court and will report you to the BBB, our borough and LM township in the process.  

   

  ****

   

  Sent from my ******

  __________________________________________________________________________________________________

  From: *********************** <*************************>
  Sent: Friday, May 20, 2022 7:59 PM
  To: Jeff B******* <****@bcscraftsmen.com>
  Cc: Brent B**** <*****@bcscraftsmen.com>;  ************************* <******************>
  Subject: Re: Support beam

   

  Jeff my attorneys are asking to see the document that ******* and I signed stating we would forego the warranty on our almost $250k project by agreeing on adjusted amount.  Please send at your earliest convenience. 

   

  I'm glad its coming to this, I can see your integrity of how you stand behind your project.  Ill be sure to share my feedback quite publicly.  You could have taken the high road and avoided this.  

  ****

   

  Sent from my ******

  __________________________________________________________________________________________________

  On May 24, 2022, at 7:51 AM, Jeff B******* <****@bcscraftsmen.com> wrote:

   ****,

  Please attached doc you requested.  I believe Brent has also reached out for clarification.

   

  The new limitation you set on ***** not being able to do work at your house has hamstrung me a bit on getting the beam encased.  The other team member that would be able to preform these tasks is on vacation thru the 3rd.  I will reach out when I am able to reschedule this from this Thursday.

   

  JEFF B*******:: Project Manager

  BALLA CUSTOM SERVICES | LICENSED/ INSURED
  
  ADDRESS | 45 Kirby Street, Coatesville, P 19320

  SHOP - ************ | CELL ************

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

  www.ballacustomservices.com

  __________________________________________________________________________________________________

  Below is the bottom have or our contracts/agreements that we sent back to the ********:

  __________________________________________________________________________________________________

  On May 25, 2022, at 12:35 PM, *********************** <*************************> wrote:

  The week of June 6 it is.  I'll wait to hear from you.

  ****

  Sent from my ******

  __________________________________________________________________________________________________

  By this point we were getting very fatigued and beaten down, after numerous times of verbal abuse, Jeff our project manager felt like it was better to have someone else of their liking to finish the completed work. Yet to keep our integrity we would pay for the work to be done.

  __________________________________________________________________________________________________

  On May 25, 2022, at 5:29 PM,  Jeff B******* <****@bcscraftsmen.com> wrote:

  ********, 

  We at BCS are committed to repairing the issues caused by the removal of 1 support post as you know. As we’ve tried to achieve this there have been complications confrontations and outright threats by ****. With new limitation set by the *******’s on you would be “allowed” on their property we are very limited on our options here. I do not feel comfortable coming to site myself after being cursed at numerous times by *** ******* and more recently by ** ******* along with the statements of “I’ll come handle this myself” which anyone would take as combative for lack of better words.
  
   Issues you described in a recent email were all addressed and corrected. Except for the tile being the wrong direction. Which when I offered to reinstall the tile *** ******* said “no. I want you the **** out of my ******* house as quickly as possible. Don’t correct the ******* tile just get the **** out of my house” and then the phone went silent. 
  So I am proposing you (*******’s) find someone you have confidence in to…

  
  

  Wrap support post

  Drywall post

  Trim out new post

  Paint post
  Replace baseboard in “old master bedroom”

  Paint baseboard in same location. 

  
  

  Please forward my contact information to the contractor of your choice so we can approve and pay for these items to be completed. 

  I look forward to having this all cleared up and your peace of mind restored about the support beam. 

  Thank you 

  Jeff B******* 

  Project Manager

  Balla Custom Services

  ***********

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

  _________________________________________________________________________________________________

  Below is the last email we have received from the *******s:

  __________________________________________________________________________________________________

  From: ************************* <******************>
  Sent: Tuesday, May 31, 2022 2:46 PM
  To: ************************* <*************************>
  Cc: ***** Balla <***************************>; **** Balla <*************************>; **** ???? <*************************>
  Subject: Re: Support beam

  
  

  Jeff,

  I am unclear as to why you chose to delete Brent from this email thread, but I can only imagine it is because you do not want him to see the way that you address us. This email is completely inappropriate ****. It lacks integrity, professionalism, or even pride and ownership in ones own work. 

  I'm not sure when we stopped being the cust**** here. We truly do not wish to fight with you. We are just asking you to correct the things that you said you were going to correct. 

  
  

  As you can see from your original email on 4/8, you agree the issues that have incurred should be fixed. Here are a few points of our correspondence: (Just to remind you, I am in white, you are in red)

  
  

  The ceiling in the area under the steps on the first floor needs to be repaired now, as it is cracked in multiple places due to the lack of support you left in our basement.   I do not recall this on the report but I agree new cracking might be from the 1 beam we removed and we will address this area. 

  Our home will never now be as it was before all of this sudden shifting and sinking occurred. I see the damage you have created in every single room I walk into now in our home. 
  The ceiling in the master bathroom needs to be repaired,   I know of 2 different issues on the ceiling in master bathroom.  First one is a grout caulk line that has shrunk where tile meets ceiling and we will recaulk that area.  The other is in corner by linen closet and when I was there it looks like a crappy spackle job that we should redo.  and the entire third floor needs to be caulked appropriately.   We can certainly recaulk and putty.  There are now large gaps all throughout the third floor due to sinking. 

  Here is the report from the engineer, which you even highlighted, where she recommends filling the cracks and repainting. As this will allow better monitoring for further cracks and movement. 

  You even said the third floor master bathroom ceiling, which is right above my sink, and I look at every single day looks like a crappy spackle job that we should redo   

  It is a total eye sore and the first thing I see every morning. 

  As far as the crack in the baseboard of the old master bedroom, we have decided to keep the original baseboard that is there, so it will match the rest of the room, and repair the large crack in the middle. 

  I do not feel comfortable coming to site myself after being cursed at numerous times by *** ***************************** 
  

  Give me a break Jeff! You do not feel comfortable coming to site myself? Do you think I am going to try to beat you up or something, how do you think that fight would go? Lets get serious here. 

  
  

  Forget that you have been here 20 million times since that ONE time last year, I finally called you out on your **** over the phone. After that I did not even acknowledge you. So please stop over dramatizing. 

  As far as ***** goes. I was upstairs on the third floor getting ready when my kids, who are only 4 and 7 yo, come up and say there is a man downstairs in our kitchen. So of course I kicked into momma bear, and when I went down and found ***** just standing there at 8am, I said how did you get in? I didn't even know you were coming. 

  He proceeded to argue with me that I did know he was coming. Since both of my kids were standing right there, I said to him firmly I do not want to fight with you in my kitchen in front of my kids, please just go downstairs and do the job. 

  After you laid the wrong tile for the second time in a completely different bathroom. After that tile, which was literally hand picked for an entire day with ***** and myself while watching two small children. After that tile layer spent the entire day hand laying that tile with purpose, after all his hard work, do you really think the smartest option would be to rip it all up?! At $12/tile BTW  

  After you lost our first choice on the carpet for the basement and the hardwood floors for the third floor. After you ruined the hardwood floors on a second floor.. I could keep going on, but there was already a lengthy email exchange and a compromise made between Brent, Tara, **** and myself. There was no bad blood. We all came to a fair agreement on the final payment based on the circumstances and the total project.   

  The one here who is 

  combative for lack of better words.

  Seems to be you. 

  __________________________________________________________________________________________________

  ***Please note that Jeff has included me in All emails, hence why I am able to send you all of this information.

  
  

  The reason I am sharing all of this with you is because Trust is important. And it is your mission to create trust in the marketplace. BCS as a Remodeling business in Pennsylvania is a good, honest company with strong integrity. We acknowledge that you cannot make everyone happy and that it is important to maintain trust throughout any relationship. However, we also know that is if for some reason someone is not happy and Trust is lost for any reason, it is crucial to maintain integrity as individuals and as a business, especially in the marketplace.

  We will be the first to admit when we are wrong. We also work hard to make things right when things don't go as planned. We learn from our mistakes and use each challenge to better ourselves and every experience we use to make the next cust**** experience better.

  We have learned that people get upset when things don't play out the way they expected. Even if a client expresses their frustrations negatively towards our team, we still try to stay calm and maintain are integrity.

  We know that is every story there is there is 2 sides, and determining is a mater of perspective from where each party stands. We feel that it is important for you as the BBB to determine your own perspective on where BCS stands as a Trustworthy and reliable remodeling company in Pennsylvania. We will leave that to you decide, as the only thing we can do is to show you and others how we approached problems throughout the project.

  Please take all of this information as you may. If you would like more information, please let me know and I will get it for you. We are an open, honest & transparent company and want to do are best to make sure there is trust with our company in the market place.

  Attached will be a bunch of documents pertaining to this email for you to use at your discretion. We are aware that you may publish some or all of this information and we are completely ok with that.

  Below is the contact information for a few of the people who worked on the ******* project. Please reach out to any of them with any questions, this goes for all of you at the BBB as well as the public. If anyone has concerns about our team or our company, we would be more then happy to speak with them.

  
  

  Company Phone Number:

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

  Brent Balla (Operation manager/Sale)
  ************
  *****@BcsCraftsmen.com
  
  Jeff B******* (Project Manager)
  ****@BcsCraftsmen.com
  
  Michael Y******* (Production Manager)
  *******@BcsCraftsmen.com
  Tara B**** (Finance/Business Manager)
  [email protected]
  
  Tammy R**** (Interior designer for the project) *She as moved out of state since the project but would be able to answer any question.
  ******@Ballacustomservices.com
  
  Thank you for your time and consideration in this matter,
  
  Brent B****

  
  

  PS. Even after all of this, are intensions are to still stand behind are word & our work. We fully agree to finish or pay to finish the work that was discussed. That is our current intension & future intension. We are fully ready to resolve this problem. 

*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. ↩