ComplaintsforSteel Horse Constructors, LLC

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 20, 2022 a payment of $13500.00 was paid to Steel Horse Constructors, LLC for proposal number 22-0329B and proposal number 22-0325B for roofing, end *****, replace and reconstruction of back patio. On May 19, 2022 another $10000 was paid and the balance due of $7611.23 was paid on May 27, 2022 (per their insistence, even though the job was not completed.) We have had nothing but issues from them not completing the job, to leaks in 32 different locations, paint stains on the house, window, & concrete, s**** holes in the roofing with no screws in them, creases in the installed panels where they have walked on them, molding installed subpar at the base of posts, ceiling fans damaged from persistent leaks that (although they have been notified excessively, have not repaired to date), exposed screws, masking tape, damaged "R" panels....again from them walking on them, loose screws in newly installed metal roof, unsealed electrical conduit where it goes through the soffit. This is a summarization of the detailed letter provided to Steel Horse documenting the issues along with pictures. The letter I am referencing was sent Jan. 25, 2023. To date, there has not been resolution and a vast multitude of leaks in my very expensive new construction that is very obviously subpar to say the least.

  

  Business response

  08/15/2023

  At the time of the complaint, our company (***) was actively working with the customer to reach a satisfactory resolution. This project has been drawn out by a plethora of changes made by the homeowner. The build estimate took approximately 1.5 years to complete, due to partner health issues, as well as uncertainty as to how the homeowner wished to proceed with the project. The patio reconstruction project was started on 04/20/2022.

  The residence presented many safety concerns due to rotted areas and lack of structural integrity. The exterior cornice and soffit areas were virtually falling off of the building. There is no area of the residence that is square or true. During the project, the homeowner was observed pushing, pulling and pressing down on the Tuftex roof panels, which resulted in integrity issues for the product, as well as chimney reglet. The homeowner was also observed walking over the Tuftex cover product, creating other issues, until the only resolution was removal of all of the existing panels and replacement with new Tuftex panels (at no cost to the homeowner). The client was frequently involved in directing our crews as to the proper installation of products. Once the project began, *** learned that the garage ceiling and roof had inadequate structural support, with only a double layer of shingles on top. On the garage / den wall areas, we replaced some rotten OSB, and then installed drywall, and taped, floated and textured that area (no charge to the homeowner). The homeowner supplied some exterior ****** siding, which *** installed, caulked and painted (no charge to the homeowner). The decking above the office area was so rotten that it was a definite safety hazard (homeowner had a tarp covering this area). *** replaced the decking (at an additional cost) and installed the new roof (which was contracted).  Our personnel would not walk under the front porch where the columns were rotten and had no load-bearing support. The vinyl siding in question was in total disrepair when *** arrived. 
  

  *** has returned on several occasions to address and attempt to resolve the issues in question. We have performed many interior repairs that were not contracted, at no charge to the homeowner. At one point, the *** managing partner (his neighbor) went to discuss the situation, as the residents no longer wanted *** on their property. We attempted to determine their desires in order to reach a satisfactory resolution for this project, and they could not provide those answers. They did, however, want *** to continue to repair a home that is in structural failure in many areas. No amicable resolution was reached at that time, and has become an ongoing issue. *** has utilized three of our business partners, as well as other employees, to attempt to reach an agreement with the homeowners. *** is unsure at this time as to the feasibility of reaching an equitable solution.

  
  

  Customer response

  08/18/2023

  Complaint: 20434668
  
  I am rejecting this response because:

  I am writing this in response to the reply received from Steel Horse Construction (***) concerning my complaint filed with the BBB.  
  I am very baffled by the comment, This project has been drawn out by a plethora of changes made by the homeowner.
  The only changes that were made to the contract with ***, took place when *** stated that more work was needed than they had originally estimated.  They were referring to the soffit on the south side of the garage and the garage roof/ceiling sagging.  The garage ceiling issue was pointed out to the senior partner before the estimate was originally given.  Regardless, we agreed to the additional work and paid their asking price.  
  The comment made by *** about nothing being square or true, is an accurate statement.  I stressed this to the senior partner before the initial estimate was completed.  *** was very aware of this before they completed the estimate and the contract was signed.   I am not sure what their point is, other than reiterating the fact that they did not do their due diligence and thorough inspection prior to giving us the estimate.
  Regarding their comment expressing safety concerns:
  There were rotted areas of the roof above the office area.  I was completely upfront when they came to do the estimate that I wanted all OSB replaced when replacing the office roof.  This was upfront and part of the signed contract.  With that said, once again, I am unsure of their point.
  The statement made by ***, The homeowner was observed walking over the Tuftex cover product., is a blatant lie!  No one, other than ***, has been on the Tuftex roof.  I have only touched the Tuftex roof when pointing out to ***, the deficiency of the installation of this product.  *** completely disregarded the installation requirements of the manufacturer.  
  *** did replace the Tuftex panels due to their own incompetence.  On the second installation of the product, they, once again, did not follow the manufacturer requirements.  Once again, they installed the panels from on top of the roof, thus walking on the panels.  Since they insisted on walking on the panels, I carpeted some plywood and gave it to them to use, so that their weight would be more equally distributed.  As a result of their installation, we now have a second roof, on the new patio construction that still leaks.  
  The drywall work that was referenced by *** in their reply, was done due to *** causing the drywall seams to crack and also due to the hole that was put in the garage ceiling, when the junior partner put his foot through the ceiling while doing the repair in the garage attic. 
  The only drywall work that we asked to have completed was the repair of the hole in the garage ceiling.  The ceilings in the garage and office area were not in perfect condition to begin with, so I was not concerned about the other, even though damage was caused by the work being done.  The drywall person did install about sheet of drywall around a window that I had previously replaced.  This was extra work that he did at no charge.  I felt that they (***) did this as sort of a peace offering, considering all of the ongoing problems with the work that they had performed.  This was appreciated.
  *** did install two (2) pieces of ****** siding that I purchased/supplied.  This was not in the contract.   Talking with the *** employees, all had agreed that utilizing the ****** siding would have a much better appearance and save *** a lot of time.  I had to loan them some of my tools to work with,  as they had no experience or tools to work with vinyl siding.  I have also supplied two (2) R panels, roofing panels and a matching 4 x 10 sheet of roofing, at my expense.
  The front porch of my house is structurally safe.  There is a decorative 1 x 8 that is rotted and needs to be replaced.  Underneath the rotted 1 x 8, is a perfectly good 4 x 4.  If they were afraid to go on the porch, this shows their lack of knowledge and inability to access accurately.   I do not understand why *** feels a need to disrespect my home.  I can only assume that they think by making it sound as if my house is falling apart, that it will somehow excuse their lack of craftsmanship and inability to produce a good build.  Most of the on-going issues are with the new construction that they built. Degrading my home really has no point whatsoever, other than to distract from their inability to honor the contract and warranty.
  The part of the vinyl siding that was not in great shape, was replaced with *******************, (purchased by the homeowner) as discussed above and thus saving *** time.  The vinyl siding that was at the roof line was in good shape and did not leak prior to this project.  This siding was removed by *** during ****************.  They did a terrible job at reinstalling it.
  *** would drop off workers, completely unfamiliar with my project and with no supervisor.  When we noticed things being done incorrectly, We did advise the workers.  *********** seemed very appreciative of this, as they did not seem to be getting instruction from ***.
  At no time did we tell *** they were not allowed on the property.  I did state that I did not have any confidence in the junior partner, as he was in charge of my project.  In my opinion, although he tried very hard, he was partially the  cause of the inferior work.  He just did not seem to have the ability, skill, or experience at the time of my project to do a good job.
  At this time, I have not received a written plan on how *** intends to repair & replace the items on my list, although I have asked for this many times.  I put my list in writing and emailed it to them.  I was told on April 10, 2023, that they would schedule one to two days per month to get my issues resolved.  It has been over four (4) months and they have spent 1 days at my house making repairs.  On March 10, 2023, *** told me that they would get a roofer there to look at the flashing and metal roof concerns.  
  We have been waiting for over 5 months.  These issues are far from resolved.  
  It was obvious that our new $30,000 roof/patio project, that had leaked from the beginning, was not going to be repaired.  As my texts & emails show, they were stalling me and saying that they would get back to me with a solution.  This must indeed be the case, because as soon as I file a complaint with the BBB to hopefully obtain resolution, they respond to the BBB, showing no intention of such.
  We thought that we were dealing with an honest, reputable company.   We were mistaken. To make matters worse, this is our neighbor.  At this point we just want our new roof not to leak and this project to be completed per the contract.
  
  
  
  Regards,
  
  *******************

  

  Business response

  09/07/2023

  Steel Horse Constructors proposes the attached 'amended works', which was discussed with ************. All conditions requested by ************ are outlined in the attached document. Managing Partner ********************* met with ************ and this document is the result of that discussion. This document has been emailed to ************, and we are awaiting approval and signing of the document by ************. Steel Horse Constructors will be providing materials (with the exception of those noted in the document that the homeowner will provide) and labor at no charge to ************ to satisfy this complaint. The projected start date of this work will be 10/30/2023.

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