Complaints

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• Initial Complaint

  Date:09/15/2023

  Type:Product 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.

  I am requesting a refund for the services provided from Feb 2 through Apr 28. Structural repairs paid amounting to $1,000 [estimate # ****, damaged band joist and joist hanger replacement] were incomplete, requiring amendments performed by another contractor.Painting [estimate # ****] amounting to $8,305 was not done to the agreed-upon quality standards. The invoice stated that the work would be done to "professional standards" with two layers of paint on all areas discussed but the original paint is still visible through my walls in many locations. Notably, **** returned April 28 to do touch-*** and, in numerous areas, markings I placed were removed with no observable corrections by him. In addition, there is dried residue underneath the surface and an abundance of remaining drips, with paint smeared on flooring. I'm paying for this to be fixed inclusive of full resurfacing that had to take place in many locations, still in progress today.Previously, an unbilled payment of $500 was withheld after a faulty sump pump installed by **** failed to engage, and after numerous attempts to contact him (weeks prior when the sewage line was overflowing) my basement flooded. A plumber had to install the correct sump, which cost $750. Irreplaceable items could not be salvaged. The flood would have been wholly preventable if we had an operational sump pump that afternoon. The sump he installed was meant to be a backup for purposes other than basement drainage.**** asked for and received payment in advance of project completions and claimed they were complete. Multiple tasks required remediation, including indoor painting, structural repairs, and the installation of a faulty sump pump that caused my basement to flood out. I contacted **** describing the issues and requested a partial refund and have not heard a response. The corrections his work required are ongoing with additional costs. The invoice that was stored on his private website is also no longer accessible.

  Business Response

  Date: 10/27/2023

  **. ******,   Thank you for bringing your concerns to my attention. I'd also like to thank you for your patience on the matter at hand, as I have been very busy, and wanted the opportunity to address all of your concerns in order to hopefully come to an amicable solution that works for the both of us. Firstly I'd like to say that I am very sorry you are displeased with the work provided. In over 40 years of providing my services, this is the first complaint that I received that hasn't been amicably resolved amongst ourselves. I was under the impression that the issue was rectified and completed to your satisfaction. I felt that we had a very good working relationship throughout the number of projects we had discussed for your new home. Even with the unexpected setbacks wed encountered, I am very appreciative that you allowed me to rectify the issues brought to my attention prior to payment. I truly did believe however, that all of the work was up to your expectations as was confirmed per our last interaction, where we did a "final walkthrough" together, and touched up any areas of concern. Had we missed any of your concerns, it must have skipped both of our minds, as during our "final walkthrough", you were content with the quality and quantity of work provided. In terms of the sump pump installed in your basement, at no charge to you, I had purchased it at the recommendation of a ********** employee that was a retired master plumber who had specifically recommended that Sump pump in comparison to the very old existing one that I had showed him through pictures, After initially installing and testing numerous times which it worked flawlessly, and it continued to function flawlessly the whole time we were working there from the initial installation until our last interaction. Had there been any issues with the installation itself, we would have known within the 3 months I was working on & off at your property, given the multiple rain storms we endured in the process. If you will, please reference the ******** Plumbing & Heating invoice you received 4-5 months after initial installation. Please note that the invoice states the sump pump was referred to as "faulty" (not "inadequate" or "improper installation"). This specific terminology implies that it was not an installation issue, however a manufacturing issue from the company purchased from. If I remember correctly that particular storm was torrential and residences that didnt have prior basement issues did that night, I am very sorry to hear that your memorabilia faced damage as a result of this, however I do not believe I am responsible, as this was an unforeseen complication beyond my control. Please see the attached proposal, in which you were not charged for the sump pump installation, as I was initially supposed to only install a check valve but seeing the condition of the existing pump I offered out of the kindness of my heart to install a new one for nothing but the cost of the pump and you agreed, Which I ended up paying for anyway. Regarding the painting done on all levels of your home, we did agree that the price you paid was for 2 coats of paint on all requested surfaces. We had discussed the "Levels of Painting", between basic and supreme. You had agreed, and paid for what is known as the universal standard or, a "Level Two" paint job. We had multiple discussions regarding what that would include and would not include; and despite my promise to do 2 coats of paint, I continued to go back and do additional coats in spaces that did not meet your standards, at no further charge. Not to mention the loft on the third floor that received multiple coats of paint at no cost, as we were to come back to the project and convert it into a walk-in closet farther down the line; which was not included in the agreed upon proposal. To clarify further, the work done in your third floor loft was unpaid for, and was meant to receive further detail and payment had we continued our professional relationship. I do apologize that you are not happy with the 2 coats of paint provided; however that would've been a discussion, involving further payment, at the appropriate time. I feel I went above and beyond our discussed expectations (2 coats turned into an additional 1-2 coats on top, at no charge), as I do for all of my clients. In reference to your band joist/joist hanger issue, I had addressed every potential problem area that I could find, As far as with the band joist itself, I again addressed everything with you and the two of us couldn't find any damage even holding the inspection report on our walkthrough, I explained that I added additional nails to the hangers, and ensured that the joist and hangers were both structurally sound. There's absolutely no reason I wouldn't repair/replace anything that needs attention...Especially something structural, I apologize that it may not have been visually appealing, however, it does its intended job as for providing structural integrity to your home. I absolutely could have done more for you had we found anything that was overlooked as well as continuing to work together. Also, Please note in the proposal it lists as "replace or repair compromised joist". I was successfully able to do a repair as opposed to a full replacement, as it was deemed unnecessary given the circumstances. I recommend you keep the $505 check you've canceled. You can of course, also keep the work performed that was left unpaid; the additional painting done as well as the remaining paint left, the 30" bifold doors, the CO2 and smoke detectors, the fire extinguisher, the installation of curtain holdbacks, as well as the other services rendered for free while I was working on your property. The check you have bounced, as well as the free services provided, total to approximately $1,010.00. Considering that the majority of work done on your property was at no charge to you, I see this as a fair compromise. I have attached below the agreed upon proposal, before/after photos, a "levels of painting" guide, as well as the ******** Plumbing & Heating invoice for reference regarding your concerns. I once again appreciate your patience regarding my response, and hope you will agree with my idea of a reasonable solution to these issues. Painting levels guide: *****************************articles/surface-preparation-levels Sincerely, **** Kelly Kelly Contracting   Sent from KELLY Contracting

  
  

  
  

  Customer Answer

  Date: 10/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  My complaint remains.
  

  **** asked for and received payment in advance of project completions and made false claims that they were complete. Multiple tasks required remediation, including indoor painting, structural repairs, and the installation of a faulty sump pump that caused my basement to flood out. I contacted **** describing the issues and requested a partial refund. The corrections his work required are ongoing with additional costs. The invoice that was stored on his private website remains inaccessible.

  ***** response from Friday, October 27th references attachments unseen including an agreed upon proposal and before/after photos.

  Attached is a .pdf file with numerous images and thoughtful response regarding this matter that I trust will be reviewed.

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