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:11/14/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  We had a plumbing leak in the wall of our home on January 31st of 2024. Mitigation required removal of some of the dry wall, the flooring around our downstairs bathroom and coat closet, the vanity, and all baseboards in these areas.I made the first payment to Catalano on March 1st. After some back and forth about a start date and several messages promising they would be there, someone finally showed up to start work on March 11th. The entire floor downstairs had to be removed, leaving us with only concrete floors.The drywall was then fixed and we had some back and forth about the flooring. I was told that the flooring was ordered on April 3rd, but I didn't hear anything after that, so I reached out on April 11th and was told they would be there on the 17th. By this point we had been a month with concrete floors and no vanity in the downstairs bathroom.They finally started on the floors on the 19th but did not do the stairs which were finally completed in May.Through all of May I repeatedly reached out to Catalano about some trim and baseboards that were missing and caulking that needed to be done around the exterior doors. There was also a discrepancy of $1550 between what we paid Catalano and the amount that our insurance company allowed for the repairs, so I wanted Catalano to review and submit documentation for the extra charges.The baseboards in the bathroom were completed on June 5th, but the trim in the closet, some holes in the drywall, and caulking around exterior doors was never completed.I mostly lost contact with Catalano after this. I reached out again on June 18th, July 1st, and finally October 9th with no response about the extra money we paid. The discrepancy was never addressed, the trim work never finished, and I will be installing a new vanity myself.

• Initial Complaint

  Date:07/26/2022

  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.

  My house began leaking on 12 February 2021, during a sleeting rain. USAA closed the claim without resolving the leak. Then on 13 Feb 2021 at 6 in the morning all my pipes broke and sewage flooded from my upstairs master bath toilet into my living room and also from the kitchen half bath in a river through my kitchen, garage, living room, and out the front of my house where the foundation meets the wall. Catalano Enterprises was onboarded 03 Sept 2021. The mitigation by Servpro concluded 08 December 2021, at which time Catalano assumed responsibility for repairs. On 11 December 2021, I went with ***** from Catalano to select materials for flooring, cabinets, etc. Catalano had a completely empty property and full control over it from 08 Dec 2021 till 12 June 2022- but opted to do NO repairs at all. They demanded two checks from USAA- ****** in April (paid in April) and ****** in May (paid in June). No work began until 12 June, after I had to move back into the unfinished, unlivable home. Since, new water damage has occurred from faulty repairs, ruining the only floors in the house that had not been ruined by the flood- the master bath toilet leaked through the grout and ruined master bath floor, baseboards, master bedroom wood floor, etc. Two weeks have gone by without any repair plan being offered. It's been over 500 days since dates of loss. Catalano is unable or unwilling to fix the house and has not done much work- despite being paid ****** dollars. This is fraudulent.

  Business Response

  Date: 07/27/2022

   This is part of an insurance restoration claim and we have very little say in how certain things are processed. The contract was signed in September. The customer insisted that a hygienist clear the property of any an all bacterial exposure that *** have been caused by the original leak. We are NOT ALLOWED in the home until this process is completed, and we have NO CONTROL over how long this process takes. We did not receive word that the house had been cleared until May. We also had some paperwork and issues with processing of the claim through the customer's mortgage company that was not cleared up until May. The whole time this was happening, the customer was collecting *** (Additional living expense) from her insurance company while she was staying in her apartment in ******. Between getting the necessary paperwork signed and waiting on the hygienist to clear the property, we were not able to start the work until June. We had no control over this timeline. Once the customer returned to *****, she was told by her insurance company that she had used up all of the *** in ****** and that they would be unable to pay for a hotel or living expenses any longer. We also have no control over this as her insurance policy determines how much *** coverage she has. We paid OUT OF OUR OWN POCKET for a hotel so she had somewhere to stay when she arrived. This is far above and beyond the expectations of any other general contractor. 

   We did start work in June, as she stated, and in the course of repairs there was an additional leak. We paid to have the leak fixed and no portion of the new damaged area was a part of the area that was not already going to be replaced. If there was new damage, our company would be and is willing to pay for any extra repairs that the leak caused. This has been expressed to the customer.  

  This is an over $50,000 job and jobs this size routinely take 2-3 months at best. We understand that this process is frustrating. Having to working with insurance companies and mortgage companies throughout the process further complicates it and means that quite a few things are out of our hands. We had no control over when the hygienist cleared the property, we had no control over the fact that we needed mortgage paperwork to be completed and when it was completed, we started work was soon as we could, we have taken responsibility for the additional leak and any damage that results from it, and we will be back to work next week. 

  -Catalano Enterprises

• Initial Complaint

  Date:05/02/2022

  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 had a house fire July 31, 2020 and USAA my insurance company assigned Catalono Enterprises to repair my home. They paid them. Catalono had not finished the repairs and what they did repair actually caused more damage to my home. After getting multiple contractors out to give me an estimate to finish the job and repair the damage caused by Catalono Enterprises I have over $190,000 of work that needs to be repaired.

  Business Response

  Date: 05/13/2022

  We did over $110,000 worth of work in this customer's house. A large portion of which we have not been paid for. USAA and Contractor Connection conducted an investigation themselves and sent out independent adjusters to quantify what had been completed and if there were any workmanship issues. They determined that we had completed most of the work that was on the insurance scope and only a few touch up/punch out items were left to complete. There were some minor areas of texture that were not up to standard. We offered several times to come out and fix the touch **** Customer decided she wanted all the drywall removed and the whole house re-drywalled, re-textured, and re-painted. This is by no means necessary to fix the minor drywall inconsistencies that were found nor is this industry standard. The independent adjuster agreed with that assessment as well. They also concluded that we had be paid less then the amount of work we had successfully completed. In point of fact, this customer owes us over $26,000. 

  This claim took a substantial amount of time to process but nearly all of the delays were caused by the customer halting all work while she renegotiated with USAA for more work then was was in the original scope. This scope went from $69,000 to nearly $150,000. We tried to help this customer in every way we could and even did some work for free in order to accommodate her. 

  We have assisted her in every way we can. USAA and Contractor Connection have already closed their inquiries into this matter. There is nothing further that we can do for this customer.