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:06/21/2024

  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.

  On the morning of May 16th of this year we discovered our water heater had leaked out all its contents. The water went into the living room, our bedroom and closet. The bedroom and closet have carpet and the living room has laminate flooring. We called our insurance company, Geico, and they, at that point, took action quickly. Blackmon-Mooring was assigned the task. The fans and dehumidifiers were installed, carpet padding and trim work were removed. They consistently monitored the situation and that phase was completed in about 2 weeks. The 2 men assigned from the reconsruction team came out one time but nothing has been done for over 3 weeks since. We paid a $2500 deductible. They said they would look into the availability of the flooring we have. I found the flooring on the ********** site and let them know. I received a text back saying ********** had the flooring but it was unavailable to order. That made no sense. We went to ********** ourselves and found out there are 3100 pallets available. I let the lead on this project, ****, know what had happened. He said he would get the flooring ordered and would get an estimator out to the house. We have heard nothing back. I texted the reconstruction guy twice asking if anything could be done: repairing and painting walls, taking out carpet? No response. I have called our Insurance agent handling this case and left a message twice this week and have heard nothing back. There have been other attempts at communication via texts and phone calls, but those are good examples of what has been happening. My wife ******* has allergy and ****** issues and she has been feeling sicker the last few weeks. We both wake up with mold headaches. We moved a lot of items out of the bedroom, closet, and living room in preparation for nothing! Our 2 dog crates are in the kitchen instead of the bedroom making a very crowded kitchen. We don't know what else to do next. Please help us with this situation. Sincerely,*************************

  Business Response

  Date: 06/24/2024

  We greatly regret that we are unable to complete the construction rebuild portion for the homeowner. A full refund of the deductible will be issued to the customer. 

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On February 3, 2022, Blackmon Mooring was hired to fix water and fire damage to my house. They were supposed to pay (from my insurance company) for the storage of my household goods. It has been nearly 18 months and the house still is not livable. When I bring up issues with Blackmon Mooring, they blow off my concerns or ignore me. Because of how long it has taken, I, as a disabled veteran, have nowhere else to live other than this house with no running water and with an unusable kitchen (photos attached).

  Business Response

  Date: 07/28/2023

  PM ********************* has requested a meeting with the customer on Tuesday 8/1/23. We will get all construction scope related items completed next week.
  
  For the contents items, we are working with the vendor that has them in storage to get them released and delivered to the customer as soon as possible.
  
  ***********************
  General Manager

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:05/11/2023

  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.

  March 18, 2020 Blackmon Mooring of Austin, LLC (BMS) Signed a contract with my brother to conduct a fire loss repair on his house.As of this writing 05-09-2023, 3 years and 4 months, the house is still uninhabitable, incomplete and costing us maintenance, taxes, insurance and mortgage payments monthly.BMS has received $65,000.00 from the mortgage company that holds the funds and an additional $25,000.00 from us. Recently BMS has stated they intend on making it where will pass a City Final Inspection and ask for the remainder of the Insurance money, then handle all of the issues under warranty? When asked about the improper kitchen and other items in the house being builder quality and not the designed and provided items, BMS stated We need to come to a ************ agreement on what has been done.I got involved in June of 2022 when BMS assigned a new Project Manager (PM). Seems BMS is unable to retrieve emails from previous PMs, and they dont have access to a project file of any kind. We provided ***** with any and all info we had, including the list of items stored on site and design of the kitchen. When the City of Austin contacted me June ******************************************************************* a year. I asked ***** about the delay with no progress, ***** blamed the city of Austin and the permit department. I was able to resolve this by close of business that day, and provided all necessary information to *****. I received confirmation from ***** on 07-12-2022 that progress was moving forward and he was able to secure the house as required by the City of Austin. I heard no more from BMS after Jan 13th.On March 8 2023 I found the new PM ****** who assured us he was in it to finish it. Now May 9, 2023, nothing has been done to the house and no communication. I have made multiple trips to work on the yard and have invited them to meet me they have asked for conference calls that never occur . We need this house completed.

  Business Response

  Date: 05/19/2023

  We apologize for the timeline on this project and for the inconvenience we have caused **********************. We have assigned a project manager to take ownership of the issue and follow it through to completion.   
  ***********************, General Manager
  ***********************, Construction Manager

  Customer Answer

  Date: 05/24/2023

  Complaint: 20044311
  
  I am rejecting this response because: ***********************, stated to me he was the Construction Manager over the last project manager that decided to install a completely sub standard and incorrect kitchen. ****** also  did not contact me when ***** no longer worked for the company. Only after I had no contact with ***** for over a month, non returned phone calls, texts, and emails, I went through BMS main line to find out that ****** was my new Project manager. That was March 8th 2023 and as of today May 24th. no work has been done on the house. I have made myself ultimately available, even traveling to Austin on multiple occasions inviting ****** to meet me at the house, I have set aside time for supposed conference calls with his branch manager, that ****** offered I did not request, that never occur. We have a meeting scheduled for this Saturday May, 27th 2023 I am pretty sure because of this complaint. I look foreword to getting started on this project and bringing it to completion as it is costing us approximately $3200.00 a month to continue house payments, taxes and utilities, along with maintenance while driving in from ********.
  
  Regards,
  
  *******************************

  Business Response

  Date: 06/09/2023

  We met with the customer on the 27th of May to address the issues and we are still working to come to a resolution.

  Customer Answer

  Date: 06/26/2023

  Complaint: 20044311
  
  I am rejecting this response because:

  Due to the unsatisfactory interaction with BMS on May 27,2023, I sent a certified letter requesting mediation of dispute under paragraph 8 A of the contract.
  On June 1 2023 I received notification this letter was delivered. I shortly received correspondence from *********************** wishing to meet on the site and go over my issues.
  On June 19th 2023 in a very warm house because the NEW air conditioner failed, we met on site. ***** seems interested in solving the issues, even identifying many of them prior to me pointing them out. I have forwarded all known pertinent correspondences with BMS I have also supplied all requested documentation and am waiting on a reply as to when the work will restart.
  One point of contention is whether or not the $58,601.91 in recoverable depreciation has expired due to the amount of time between Date of Loss and Completion which is currently 3 years, 4 months and 29 days.
  We are still making house, tax and insurance payments, along with water and electricity. We travel to Austin from ******** once a month to maintain the outside and check on progress. No work has been done on the house since January 2023.
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/28/2023

  I met with ********************** as stated on June 19th. Since then, we have assigned *********************** as the new Project Manager.
  We have all the punch list from the customer and are working towards getting it completed. We have removed the previous cabinets and countertops and have the replacement cabinets ordered.They will be installed next week.
  We are waiting on a shingle selection from the insured so that we can complete the roof repairs.
  Our schedule for the punch list is to be completed with all repairs by the end of August.
  As the insured has mentioned,there is a question on the recoverable depreciation that BMS will discuss with USAA to determine availability of funds.
  
  Thanks,
  ***********************
  General Manager

  Customer Answer

  Date: 08/14/2023

  Complaint: 20044311
  
  I am rejecting this response because:

  As **************** stated in his response, things are going well. I will make a trip to Austin this week to inspect and review the progress. I have pictures of the new cabinets, I believe the exterior no longer looks like a burned out house as of last week. And for the record they waited approx., 6 hours for my answer to the roofing color.

  However if I accept his response this will close the complaint, and there are many items left as well as the recoverable depreciation. The recoverable depreciation is a substantial amount of money that potentially can be lost due to BMS Austin not completing the job in a timely manner. Not accounting for the fact the housing market has dropped over the last 8 months.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/03/2022

  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.

  Started Jan,2022. A rep, from Blackmon Mooring came to my house to solicit business. Their were three individuals. We talked about project, agreed on time frame, signed contract. The house is sitting empty. There was only smoke damage,soot thoughout house. A stove and microwave needs replaced. There is some cabinet work to be done. Project was to only take 2 months. It has been six months now. The house is sitting empty! I made contact several times about why taken so long. Everyone that I talked to agreed, taken to long. So why!? The painter got in there , one week finished their part! The Deep cleaning took maybe 2 weeks. House sitting empty! Just about a week or two ago, they just ordered the stove and microwave! They knew it needed replaced 5 months ago! Why waited so long!? I am in *******. The house in ***** EMPTY! I am retired! Using my nest egg to pay mortgage! Six months! This office is located at *************************************************************** My email is ******************** Phone ************.

  Customer Answer

  Date: 07/09/2022

  Better Business Bureau:
  
  This letter is to inform you that Blackmon Mooring has NOT carried out to my satisfaction the for my complaint, filed on 6/13/2022 and assigned ID ********.

  As a matter of fact, its been two more weeks and nothing has been done.
  
  Regards,
  

  
  

  Customer Answer

  Date: 07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  This letter is to inform you that Blackmon Mooring has NOT carried out to my satisfaction the for my complaint, filed on 6/13/2022 and assigned ID ********.

  As a matter of fact, its been two more weeks and nothing has been done.

  
  Regards,
  
  
   
  

  Business Response

  Date: 08/04/2022

  Blackmon Mooring takes customer satisfaction seriously and we are glad to hear from you. As stated in the complaint, the mitigation of the fire loss was completed in the timeframe quoted as well as the painting. Other facets of the reconstruction process met with material shortages and delays beyond our control and we sincerely apologize for the unforeseen delays.  As a standard practice, we do not order the replacement appliance until the job is ready for them to be replaced to prevent loss or damage from extended storage at the property. The work at ******************** property was completed on July 20th,2022.
  

  Customer Answer

  Date: 08/06/2022

  Complaint: 17422783
  
  I am rejecting this response because:

   

   I am not satisfied with Blackmon Mooring response. That is a generic response. There is plenty of storage space at the residence that is compltely out of the way of any workers. The response does not make any sense. There wasnt any materials needed to start the project except paint. Last I heard there was no reporting of shortages of paint. Also the way the project was handle, way to many hands in the pie. 

  I am not accepting this response.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/15/2022

  Type:Order 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.

  Blackmon mooring was assigned to my claim by USAA to handle my water mitigation on 2/13/2022. They completed the mitigation and offered to complete the reconstruction/repairs. They were notified on 3/3/22 that the insurance company had approved their estimate and that I was ready to move forward with the repairs. I reached out multiple times and every time was told the would take care of it. On 5/27 they were finally able to complete cabinets via a subcontractor. 3/3 they sent another subcontractor to finish a few other repairs which has some a few issues that theyve been advised of. To date they have not completed the repair items and my adjuster and I are constantly reaching out to them for follow up with no progress.

  Business Response

  Date: 06/16/2022

  On 15 June 2022 *********************** the *** Project Manager assigned to the ***** claim was notified that the client was unsatisfied with previously completed tasks.These tasks included countertop spacing/gaps, between the walls and cabinets.Immediately upon receipt of these issues, subcontractors were contacted and scheduled to complete the work and outstanding estimate line items therein. The subcontractor work to be completed is scheduled as follows:
  

  THURSDAY 16 JUNE 2022 Subcontractor arrived at the ***** residence around **** to assess and resolve the countertop gaps and spacing. At **** the subcontractor called *********************** the ** to let him know that he completed the work and that *************** was satisfied with the work. The subcontractor called *********************** the ** around **** and stated that the gaps were previously sealed with a clear colored silicone caulk. The clear color makes a gap seem open whereas it is actually impermeable and sealed. The subcontractor informed **** that he added another top layer of sealant along the gap/spacing edges this morning and he will be back tomorrow to paint the silicone caulk lines once they are 100% dry.
  

  THURSDAY 16 JUNE ********************************************** carpet cleaning will start and finish restoring the impacted areas, identified in the claim estimate to the 365 SF living room area.
  

  MONDAY 20 JUNE 2022 S&H Flooring will be arriving on-site to remove carpet, install new carpet pad, and will then relay carpet.
  

  MONDAY 20 JUNE 2022 **** The ** will complete a comprehensive punch walk once the carpet vendor is finished. Any punch items identified at this time will be promptly communicated to ***************, and will be succinctly resolved and/or scheduled to be resolved.

   

  Blackmon Mooring, Austin

  Customer Answer

  Date: 06/17/2022

  Complaint: 17431773
  
  I am rejecting this response because: The response was inaccurate. My adjuster sent an email on 6/13/2022 to the supervisor, ******, and received no response. They had to send another message through their software program the day I filed the complaint through the BBB. There was no clear silicone between the edges of the cabinet and wall, as the subcontractor acknowledged that, and the photo clearly shows that. The subcontractor has not completed the work yet. He said he will attempt to find the baseboard and if unable to will notify Blackmon Mooring. 
  

  The carpet cleaner came out yesterday, 6/16/2022, which the area with the staining from the water damage is still visible. We, the adjuster and I, have had to contact Blackmon Mooring on several occasions to get a status on the repairs and have been given several dates on when the repairs will be completed and we have yet to have the work completed. There baseboard area is still missing the paint is not the same color and work is not complete. 
  
  Regards,
  
  *************************

  Business Response

  Date: 07/08/2022

  Blackmon Mooring attempted to meet with the insured to address her concerns, but she does not feel it is needed at this time. We will schedule all trades to address her concerns at the time of countertop installation. At that time I would like to go through the scope of work with the homeowner to be sure everything is completed.
  ***********************
  Construction Manager

  Customer Answer

  Date: 07/08/2022

  Complaint: 17431773
  
  I am rejecting this response because:it is a lie. ****** and **** has come out and nothing further has been done besides coming out to view my concerns. **** called yesterday stating ****** would like to meet again because it has been escalated and I advised **** that meeting is not progressing the work and requested what the meeting was regarding because weve met several times and the repairs are still not completed. 
  
  Regards,
  
  *************************