ComplaintsforHG Contractors, Inc.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Critical: Professionalism, Punctuality, Quality, Responsiveness, Value I'm a single parent, and female, I believe he took advantage of me. I first contacted ****** with HG Roofing Division in March of 2019, signed the contract in October 2019. He finally started the roofing job in January of 2020. To this day, in April of 2022, he has not completed our contract. I chose a hunter green roof with matching gutters that he said he could do. He spray painted my gutters and left overspray on the wall of my home, and he will not repair it. ****** said he would drop off the paint for the facia that he also didn't complete, because it would cost him labor that I already paid for! He also failed to replace the wood in the porch area, and now the wood has rotted and the roof is already placed. In the pictures you will see he used spray paint because it's not even, and the overspray to the wall. He was supposed to fix the skylight in the kitchen and paint the kitchen but because they rushed the job, he painted on top of wet caulking, causing the paint to cracked and bubble and also missed many spots throughout the kitchen including behind a moveable cabinet. I met and pointed out to ****** his shady work, but he will not come back to fix it. My home is only **** sq ft, so it's pretty small for him not to finish it. It's been two years and he has not completed his part of the contract and his work is still under warranty. It is the worst job I've ever seen from a "professional." He is so disappointing, there is so much more to this but too lengthy to continue. Don't waste your time, look for someone better!Services: Gutter repairs, Skylight installation, Roof damage repair, Roof installation

  

  Business response

  04/28/2022

  Good afternoon, in response to the complaint filed we would like to offer some clarity to the situation. The original timeline of the contract signing in Oct 2019 was correct. The contract was signed with the understanding we were scheduling a couple of months out due to already scheduled jobs, holidays and weather which the customer agreed to. We completed the roof and at the time the customer seemed happy and even paid us in full 2 months after the roof was completed. When an original issue came up of a leak  we went out and did the repairs. The gutters were painted in order to match the trim she wanted on her house. When the overspray was mentioned to us she stated she just wanted to get her whole house painted anyways so we could just paint it at that time. We did not provide that estimate in a timely manner due to short staffing issues and our office being overwhelmed, that we can say. However even when the estimate was provided she stated she could get someone else to do it for cheaper. A huge part of the lag in this timeline has also been due to COVID, between the shutdowns, shortages of materials, safety of our workers doing work inside homes it delayed a lot of projects and it was not because we were "taking advantage of her". This was conveyed to the customer. The decking of her porch was replaced as per the contract, the photos she has submitted is the support beams to the porch which was not on the contract, and in the photos you can see the new plywood. The paint in the kitchen there was a issue however, when we were told about it she stated she already hired someone else to repaint the kitchen not due to our mistakes but because she is in the process of remodeling and they had to paint anyways because of the holes they made. As far as  moveable cabinet, we were not aware or asked to move cabinets to paint behind them. It is not customary to move cabinets to paint behind them especially if that was not requested to a customer. Per the complaint it states the customer wants us to just do the repairs however the customer has asked us for financial compensation not the opportunity to fix anything. This is the second home we have done work for her at and she must obviously be satisfied and happy with us if we were hired for a second time. At this point we are not able or sure how to even approach any issues since we are not given the opportunity. Our offer to do the repairs and make sure she is satisfied has not been accepted. 

  Customer response

  05/03/2022

   I am rejecting this response because: In response to the ***********************, HG Contractors Inc ID ******** is completely inaccurate.  I have pages of texts proving my story is accurate starting from October 18 2019 continuously throughout the months to April 2022. The contract was NOT signed with the understanding we were scheduling a couple of months out due to already scheduled jobs, holidays and weather which the customer agreed to.  The text No. 1 on October 22, 2019 shows that he came to my house looked at my insurance document, matched it to his letterhead, and then asked for a down payment.Text No. 2 October 25, 2019 at 4:01 pm I advised him that his office has not yet requested the money and then again on October 30, 2019 at 9:59 am. Then Text No. 3 show that ****** committed himself to being my roof in October 18, 2019, of course that did not happen.  Then Text No. 4, I followed up with him on November 7, 2019 at 2:05 pm, ****** committed himself again for November 25, 2019 if not sooner, but as usual no call no show.  Then I followed up with him again Text No. 5 and he said he could start the roof on December 18, 2019 and be finished by Christmas for sure!  And that he would be doing the roof and the kitchen back to back. Of course since he didnt show up or call I followed up with him via Text No. 6, showing that I am reminding him that I will be home until January 5, 2020 since I was on vacation, it would be a great time to start. You will see he never showed up.  So Text Image 7 January 8, 2020, Im now at work and I have to follow up with him as to when he thinks he is going to start. Text Image 8 says he will begin Wednesday the January15th, and he did start the roof.  When he installed the globe skylight, he told me on Text Image 9 that there is a leak over the stove. But in Text Image 10 I am advising him it is not a small leak,my kitchen floor was full of water and I had to bring in the large trash bin from outside to catch all the water! Text Image 11.  Image Text 12 explains that the skylight he put in was majorly leaking and he says it should not be leaking. 

  Needless to say, I was NEVER happy with the results of his roof, you have already seen the other pictures of where my wood rotted in front and lost three (3) security lights due to water seeping through the roofs edge, meaning the gutter that wasnt placed correctly and I advised him of it on August, 21, 2021
  
  Text Image No 13 and 14 in August 21, 2021, he was called back to see the roof and kitchen at least four to five (4- 5) throughout these years of 2020-2022 and I am still struggling with him to fix the roof, gutters and kitchen, and still struggling.  Actually, he just fixed the gutters in February of 2022. But you can see the new piece of wood that is black rotting as well.   September 26 2021 Text video Image 17a and 17b I sent him video of the kitchen ceiling and gutters leaking and rotting the wood hoping he would come back to fix it. Then Text Image 19 October 1, 2021 I asked if someone was coming back to fix it and the rotted wood. I did not get a response. Then Text Image 20a and 20b, November 17, 2021 I advised him a non-completion of his contract.  He came out and said he would take care of it and showed me his calendar to tell me how full it was.  I didnt see it full, but I said please review your calendar and you call me.  I dont want to be looking for you.  You have not completed the job so please put me in and you contact me. Never happened.
  February 7 2022 via Text Image 21 I sent him a reminder to schedule me in to fix my home. February 17, 2022 via Text 22 is I am no longer being nice, and almost demanding they fix the work. February 17, 2022 is when I Text Image 23 asked ****** to buy the new color that I wanted since the green was a major failure of spray painting my house!! 
  
  As far as the payment is concerned, he asked for a down payment in October in 2019 and then later he asked for another payment and then per Text Payment he asked for the final in March 23, 2020 4:16 PM. I responded that I had just received the hard copy check and he picked it up that same day. That does not mean he completed the job and I was happy. I should not have paid him until he was done. 
  Text Image 24 March 23, 2020 he sends me a text showing everything that is pending on his side and said so I dont forget I am texting you, such as the inside of the kitchen including the paint and the paint the facial / gutter and concrete work instead of shed repair. BUT HE WANTS HIS MONEY!
  
  February of 2022, ****** called me while he was at Lowes and asked me if he can either drop off the paint at my house and I can have someone else paint it or he can paint it but due to the new color after two years, it will of course not match. I asked him for a quote to paint the entire house excluding that I had already paid the labor, fuel, and paint for the entire fascia and the finders fee, and he said he would get back to me. NEVER DID.
  
  Late April, since he had not reached out I thought he was mad.  Frankly, I was finally done with him and left a ****** review. Then immediately he called and I explained everything again as I previously had on numerous occasions, for the last two years.  I reminded him he left me hanging again for the quote since February and it is almost March.
  
  After I filed the BBB complaint, he came over and I reminded him of our conversation while he was at Lowes and that he said he would get me a quote, he remembered our conversation.  Then asked, So you now want a quote? I said, well what would you do for anybody else who wants to get their home painted? He answered a quote.I then said, so treat me like any other customer,yes, I need a quote.  Via Text Image 25 he provided a high quote, I was hoping he would try to make things right with me, to paint my house minus the finders fee, labor, and fascia that he already owes me, because I paid for it already.  The estimate he provided me was higher than three other estimates I received.  He wasnt trying to make things right, he wanted to stick it to me again.  I already paid the labor, paint, and the gas he factored into his quote! 
  
  Please understand that the back patio is currently falling down due to the large leak at the roof level, this is a disastrous roof and kitchen job.

  
  The support beams were damaged due to his poor roofing job.  Even the new pieces of wood he put it are now black and rotted as well. Regarding the kitchen, it is not only the paint that he clearly did not coat correctly, the ceiling is damaged due to his poor workmanship. The ceiling is cracked by the new skylight. Soon after they caulked, they painted causing the paint to shrivel and caulking to crack. Then due to the leak over the stove, he decides to illegally close the stove vent even after I told him not to, he said just open the kitchen door and you will be fine!
  
  And would you really not move the stove or a cabinet with wheels to paint the wall, is it only customary to move the refrigerator?  They moved the refrigerator. They are so unprofessional with zero in communication or customer service skills. I asked for repairs but you will see in the final text message how unprofessional he was at the end and said to me if he wanted to, he could be a d*** and just seal it so I could get off his ***, and I would have to do another claim. Who would want to do business with him? 
  
  He offered me compensation but then when I reminded him of what he said, he simply said sorry we could not work together.  He is not going to compensate me. He is happy I am gone and he loses nothing. 
  
  
  
  And, to be very clear, I did not hire him twice, that is another lie, my ex-husband hired him and his father maybe 8 years ago at his house and he did a very good job.  However, my ex-husband is a very strong intimidating type-A man, and I wouldnt want to mess with him.  I am a single woman and he screwed me over.  
  I apologize for my timeline but this was very difficult to put together.  I would like for him to compensate me for the repairs to the kitchen ceiling,paint to the ************ labor, fuel and the finders fee and to include the back patio ceiling and roof repair.  The roofers are telling me there is not one nail on that part of the roof that is leaking and that damaged my patio ceiling.  I hope that you will be able to see my video, it is more of a "hole in the entire edge" not a slow pinhole leak.  There are no nails and now the entire piece of wood needs to be replaced.
  I hope you can help me.
  
  

  
  

  

  Business response

  05/13/2022

  To be honest at this point I am not sure to approach this issue. The screen shots submitted are out of order, dates missing as well as texts that are missing.Her comments are misleading and do not represent the situation in its entirety.  Recently she had her new contractor reach out to us to negotiate a settlement on her behalf because she refuses to talk directly to us or to our office via phone. This is the contractor who is currently doing remodeling and who had the cheaper bid of painting her home because our quote was too high. That is the reason we never took care of the overspray because the entire home was to be painted. We made a settlement which the contractor that she chose stated she agreed to, and we even had a meeting scheduled on May 6th which she than cancelled last minute and tried to change the terms of the agreement.  She only responds through text message which I can only assume is to screenshot. However, a proper conversation and handling of this cannot be conducted through text professionally or correctly. She is now uploading photos on our profiles that are not a true depiction of how we left the jobsite and are misleading. Our professional opinion is to get more money out of us to cover her new renovation costs and not the true value/costs of the repairs that need to be done by us. The amount she is requesting is a huge inflation to what needed to be repaired. The allegation that we are trying to take advantage of a single woman is horrible to say the very least.  We have responded to every text message, we have gone out multiple times to address issues and what she has neglected to mention and leave out in the complaints and text messages is we went out to fix her heater at no cost after we did the roof and supposedly left her home damaged. Why would you call us to do more work or trust us with repairs that had nothing to do with our original contract if you thought and felt you were taken advantage and our work was "disappointing". When she offered/asked how to pay us for the repair, ***********************, told her not to worry about it because we owed her the money for her referral fee. So, the repair was done to offset that fee and she is now claiming we owe her that fee. While she does have a few valid complaints they are being overshadowed by the lies and misrepresentation of other issues. She is now posting photos of a portion of roof missing decking and misleading people by allowing them to assume we left the job like that when this is in progress work from her current contractor. You can clearly see by her own submission of text messages that our office was always in communication with her, that she jokingly brought up concerns and we always responded promptly.

   

  As far as payments go, the homeowner was only required to put down $500 as a deposit to start her work, we did ask for another payment once the roof was completed which only came to about 55% of the contract amount. We waited the remainder of 2 months to collect a balance of the contract to wait for the insurance to make the payment. She willingly gave us a check personally for final payment without hesitation because the work was completed. ******** standard is 50% down and the rest immediately upon completion. If we were trying to take advantage of her why would we allow such payment terms? Why would we respond to messages and stay in communication with her if our intent was to be "shady" and "unprofessional". We are always willing to work with our customers and take care of any issue if and when it comes up. But when phone calls get sent to voicemail and not returned it makes it difficult to have a conversation about it.  

   

  Customer response

  05/19/2022

   I am rejecting this response because:
  I read ******'s response to my last response to the BBB on the website. The writing is from *******, a person I have never dealt with, she has never been involved in my and ******'s communications. I have ******'s cell number and he and I do communicate over the phone plenty of times over the past two years. He has also been to my home many times to see the problem, but never to fix it. So while at my house during the winter, since he was there, I asked him to turn on my old aged gas heater. He used a lighter turned two of my wall heaters on. But honestly, this entire thing causes me so much anguish, mental and physical exhaustion and frustration I don't want to talk with him, because he lies and is full of excuses.
  
  If you need the dates of the text's or pictures, I would be more than happy to come over and visit with you and show you my phone. Last Thursday ****** told the contractor he didn't give an F..... and he would get a lawyer, because I'm only one person and I didn't matter because he had many other customers, one bad one wouldn't hurt him.
  
  Immediately after I posted a review of current pictures as of April 2022, ******* from his office called me and left a message.

  I called the *************** for them to come and inspect my roof, because the new Contractor found a big problem. There was an area where HG Contractor, ****** did not lay plywood on the roof, they laid plastic and then shingles on top of an area that did not have wood "floating shingles," so over the two years, especially with last years rain the water went through the large hole and damaged my patio, beams, ceiling and soffit. We saw that he used my old drip edges instead of replacing them as the contract stated. It is visible due to the old tar that is on the drip edge, he will tell you that he doesn't use tar. So then if he doesn't use tar, there should be no tar on my roof.

  I had to paint my house due to the green spray paint left on my outside wall due to the unevenness of them spray painting my gutters and drip edge.  He actually used spray paint from a can for the entire gutters and also used the spray paint on my old drip edge and therefore spray painted my outside wall by the flashing and drip edge.

  In the Kitchen I had to even out the ceiling where he tried fixing the damage to the ceiling and the crack where he put the new skylight in where the caulking cracked.  

  Attached you will see that the *************** said that HG Contractors had taken out a permit on January 15, 2020 for the roof, but the never called in for the final inspection. Why? Because it would have not passed.

  ****** told me he closed my kitchen oven vent, which he advised me was illegal, but said for me not to worry, just open your door. I paid $80 last Thursday for the City inspector to come out to inspect my roof. The City representative, *******, said that if it's a bad roof and does not pass inspection, I would have to buy a new roof before I could sell my home.
  
  *********************** is not being honest. You can see that by the story he told you and my text messages that are date stamped and the attached regarding payment. I made my final payment to him in March of 2020 because ******* asked for payment, not because I was happy with his work, or because he finished, it was because they collected and then ****** said he was going to come back and finish and I paid because I thought he would come back and finish, but he never did.
  
  Yes, I did as much as I could via text because he lies a lot, and says he forgets a lot because he is so busy.  Honestly this is my only proof of all that we've been saying. He has come to my home many times at least 5-7 throughout the two years, but he has never finished the work.

  ***********************, HG Contractors, wanted me to sign the attached letter for me to never contact him again, voiding my 1 year remainder of my three year warranty, for me never to review his business again, now or in the future and to remove all current reviews for  $1K. A thousand dollars does not even cover the damages and corrections needed to my house. Needless to say that the work needed at my home is much more than 1K.  
  
  Please see the attached that I couldn't attach to my prior statement. 
  

  
  

*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. ↩