ComplaintsforHouse Doctors

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair started 8:30-4:30 with 1 hr 15 min lunch on 6/11/24. A lot of discussion on what to do, even though we had gone over it 3 weeks earlier and it was typed into a summary for pricing.Second day the owner of the company called and said they misunderstood the scope of work and the price needed changing. It was significant increase. I declined so they stopped work. Leaving more than 75% of the work to be done and their trash on my driveway. I will still need to finish cutting back the cabinet, install the cabinets, prime and paint.They did not complete the amount of work to reflect the fee charged. They did not provide a receipt with an explanation of charges. They left trash and misrepresented that they would do complete the work in 2-3 days for the price quoted. They did leave me a gallon of paint. No primer and more than 3/4 of the work to complete on my own.

  Business response

  06/23/2024

  ***************, I am the owner of House Doctors.  I discussed the details of the events with *******.  Ill take this as an opportunity to clarify. 
  

  The price quoted is an estimate and the estimate we sent clearly states, THIS IS AN ESTIMATE,NOT A CONTRACT FOR SERVICES. The summary above is furnished by House Doctors of ************ as a good faith estimate of work to be performed at the location described above and is based on our evaluation and does not include material price increases or additional labor and materials which may be required should unforeseen problems arise after the work has started. I understand that the final cost of the work may differ from the estimate, perhaps materially. THIS IS NOT A GUARANTEE OF THE FINAL PRICE OF WORK TO BE PERFORMED. I agree and authorize the work as summarized on these estimated terms, and I agree to pay the full amount for all work performed. 
  Some service providers give a job price and I can understand the confusion. 
  

  With an estimate, I do not believe it is proper to get to the end of a project and surprise a customer with a price over the estimate.  I inform the customer of any anticipated changes in advance to give the opportunity to discuss why and what options may be available to reduce overages. I am happy to have those discussions. I did not have a chance to complete that discussion as you asked us not to do any more work. 

  The details of the project changed as ******* understood it,not the scope.  As you will remember, he visited you for the estimate.  He understood the orientation of the cabinet to be different from the actual desired orientation.  I built the estimate based on that.  With the difference in orientation, that caused some unanticipated extra work which caused the cabinet to be essentially rebuilt.  ******* also had to drill more holes than anticipated to fit the shelves. 
  

  I will take time to clarify some of the details in the complaint:
  1) Lunch is clocked at 32 minutes. No longer. 
  2) Im glad a lot of discussion occurred.  Once cuts are made, they are made and cant be undone.  Discussion is essential for good customer satisfaction and I encourage it.   
  3) More than 25% of the work is complete.  The cabinets are sanded and ready for primer, broken pieces replaced, holes filled, and most of the modifications complete.  Thats 65-70% complete.  Our billing is commensurate and actually includes a reduction in our margin on materials. 
  4) My techs asked where to put trash and they received direction to place it in front of the trash bin, which they did. 
  

  I hope this helps give a ****** explanation.  

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired House Doctors to install and paint a window, door and deck. Work completed on 8/9/2022 (or was paid for on 7/29/2022). Discovered that incorrect door was installed and company not willing to install correct door. Paint job is sloppy and patchy. Wood on deck is poorly joined and fitted.

  Business response

  08/23/2022

  Contact Name and Title: ********************* Owner
  Contact Phone: ************
  Contact Email: ********************************
  I)The scope of work:
  ************** asked House Doctors for an estimate to remove a window, frame out the area and replace it with a 9 panel glass outswing door, and build and paint a deck. We mailed the estimate to him. He verbally accepted the estimate and mailed a check for a deposit of $1,500 as requested. We began work on July 25 and completed the project on July 28. We used materials purchased from *********** These are ***************************.
  II)Regarding the exterior door:
  July 28: ************* asked for a 9-panel door to be installed. Because this door is a swing out it would have taken till mid-September to deliver per *********** We purchased an alternate door with full glass. It was immediately ready for purchase and would not delay his project. The intent was to give the customer an option. That option was to accept the full glass panel door as a substitute or wait for the door he requested. I gave my technicians instructions to explicitly give ************** the option. If he accepted the door we had, then we would install it. If not, we would bring it back for a return, order the 9-panel, and wait for delivery. We neither told ************** he had to accept the door nor did we install the door without his approval. Per both of my techs, he accepted the door and expressed satisfaction that it would actually let in more light. They began installation upon approval. They expressed no indication upon return to the office at the end of day that ************** had any complaints.
  July 29: I met ************** in-person at his residence where the work was done and received payment. Before payment, I asked to view the work and ************** allowed me to do so. Before payment, I asked if he was happy with the work to which ************** and another female present had no complaints. ************** asked for a Veteran's discount and I granted his request. I received payment of $4,000 in cash to close the invoice. This was in addition to a deposit check of $1,500 I had received before we started work. The visit was cordial and we talked for several minutes after payment was made. I had no indication of dissatisfaction with any of the work.
  August 4: To the best of my recollection, this was the first day ************** called to leave a voicemail for a return call. I do not remember the details of the voicemail and I could not find it in my saved calls. I returned his call on August 8 to find he had a complaint about the type of door he approved. I asked my technicians individually to give me a summary of the events leading to the door installation. Both independently gave me substantially the same response. That is ************** saw the door before installation, liked the door before installation, agreed to accept the door before installation, and gave no instructions to return it. After I asked individually, my techs and I also discussed it as a group. After questioning them and explaining the importance of forthrightness, I have no reason to doubt their individual recollections.
  Conclusion: I take complaints seriously and I want to know when we have missed the ***** We have not missed ************* is unrealistic to expect a replacement door after several missed opportunities to reject it, express displeasure, or withhold payment and then on day 6 after install realize it is not what one wants. I cannot replace this door. It has been accepted, I personally met with and asked the customer for feedback, and received final payment. If the door had been rejected before installation it could still have been returned and the other door ordered. Return of the installed door is now impossible. Expectation of a replacement door without charge under these circumstances is unreasonable.
  Remedy: I sent ************** an estimate to replace the existing door with the door of his preference.
  III)Regarding the deck construction:
  August 11: Once again ************** called to discuss the door. In this discussion, the quality of the deck construction arose for the first time. As ************** became more agitated, the chance of a cordial and productive conversation as to a resolution became harder and we ended the call.
  August 16: I requested photos of the deck highlighting concerns of construction. I received those same day and viewed.
  Conclusion: The photos indicated lumber with normal and expected imperfections. That is knots and some minor splits. I see no serious or abnormal flaws in the lumber used. The wood is under full sun. It has shrunk somewhat leaving small gaps and looks like a few points need to be re-fastened.
  Remedy: A tech can make an in-person review and re-fasten those spots.
  IV)Regarding the deck painting:
  August 12: Upon receipt of the complaint to the BBB I received first notice of a complaint regarding the quality of the paint job on the deck.
  August 16: I requested photos of the deck highlighting concerns of painting. I received those same day and viewed.
  Conclusion: Shrinkage in the wood has revealed small sections of wood that wasn't painted as it was not visible to be painted before shrinkage. This is normal.
  Remedy: We left paint with the homeowner. If we can get access to it, a tech can apply touchups.
  V)Summary and opinion:
  ************** has been increasingly hostile in our phone conversations. ******* and continued insistence House Doctors replace the door have been common. As a result, after our last phone call on August 11, I asked ************** by text to communicate with me by text going forward. Our phone calls had reached a point where no progress could be made.
  I will arrange with ************** via text to send a tech to make some adjustments in fasteners and paint touchups. The paint must be made available. I request ************** not interrupt our tech while working. I don't want to jump to conclusions, however, it is clear ************** is agitated and upset from our conversations. Sometimes this can lead to physical actions. I will instruct our tech that if at any point he feels unsafe or harassed by anyone on the property, he is free to leave the residence and our warranty commitment to ************** will be revoked.
  

  Customer response

  09/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  see attached
  Response does not adequately address issues.
  See Attachment/File: addl info 3.pdf

  Business response

  09/02/2022

  see attached
  See Attachment/File: addl info 2.pdf

  Business response

  09/15/2022

  I will personally review the deck construction instead of relying on the pictures I received. Will Saturday 9/24 fit ****************** schedule? I will await a response. If not that date, then provide some alternatives. Once I review the deck and the claims surrounding it I will determine whether my initial course of action will change.
  
  I cannot offer anything more regarding the door other than what I have already proposed. It is not reasonable to decide the door is unsuitable nearly a week after it is installed and paid for. It is hard to understand how the events described did not begin to reach me until nearly a week after they occurred and to be described in this detail only after reaching out to the BBB. A lot of time passed for unacceptable behavior such as that described to not be shared. If this door were "forced" upon any customer, a rational response would have been to alert me, the owner of House Doctors, whose contact information ************** had, as soon as possible so I could have intervened. My techs would have long ago been dismissed if what is described is truly their behavior with customers and I would have known long before this project. I get too many compliments before and after this project on my techs' demeanor and work habits to suspect this is their approach with customers.

  Customer response

  10/19/2022

  I do not usually have access to the internet and so was unable to view the response from House Doctors until today, with the assistance of my hospice chaplain who is able to access the internet via his smart phone. Prior to today, I've tried to reach the BBB by phone multiple times to find out what the content of their response is but but without success: I was only ever able to reach a recording. In addition, I have been admitted twice to the V.A. ******** since my last communication, despite my status as a hospice patient, because of continued decline and complications, limiting my ability to pursue this matter.
  
  Now that I've read the response, I find that it fails even to mention most of the points I made in my last communication. It certainly seems odd that in the very same breath House Doctors both denies that I ever mentioned my dissatisfaction with their poor workmanship prior to submitting a complaint to the BBB AND that I was inappropriately "threatening" to them when I did!
  
  I would be glad to have House Doctors come to inspect the work they've done so far: without any doubt, they will see that the issues are worse than could be seen in the photographs. I would only ask that, since I have only rare and intermittent access to the internet, they would schedule a time to come by contacting me by phone or text message, rather than via this site.
  
  I'm available any day next week (the week of October 23rd). With that said, mornings are usually better for me and either Tuesday October 25th or Thursday October 27th would be ideal (though again, any day next week can be made to work).
  
  Please have House Doctors text their response to my daughter's cell phone: **************. My cell phone number can also be added to the text: **************.
  
  My family and I are very eager to have this issue resolved and appreciate the BBB's help to this end.
  
  Sincerely,
  *********************
  

  Business response

  10/26/2022

  We will be in touch to set an appointment to inspect.

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/08/23) */ Contact Name and Title: David M**** Owner Contact Phone: 469-732-3126 Contact Email: [email protected] I) The scope of work: Mr. Kirby asked House Doctors for an estimate to remove a window, frame out the area and replace it with a 9 panel glass outswing door, and build and paint a deck. We mailed the estimate to him. He verbally accepted the estimate and mailed a check for a deposit of $1,500 as requested. We began work on July 25 and completed the project on July 28. We used materials purchased from Home Depot. These are standard building materials. II) Regarding the exterior door: July 28: Mr Kirby asked for a 9-panel door to be installed. Because this door is a swing out it would have taken till mid-September to deliver per Home Depot. We purchased an alternate door with full glass. It was immediately ready for purchase and would not delay his project. The intent was to give the customer an option. That option was to accept the full glass panel door as a substitute or wait for the door he requested. I gave my technicians instructions to explicitly give Mr. Kirby the option. If he accepted the door we had, then we would install it. If not, we would bring it back for a return, order the 9-panel, and wait for delivery. We neither told Mr. Kirby he had to accept the door nor did we install the door without his approval. Per both of my techs, he accepted the door and expressed satisfaction that it would actually let in more light. They began installation upon approval. They expressed no indication upon return to the office at the end of day that Mr. Kirby had any complaints. July 29: I met Mr. Kirby in-person at his residence where the work was done and received payment. Before payment, I asked to view the work and Mr. Kirby allowed me to do so. Before payment, I asked if he was happy with the work to which Mr. Kirby and another female present had no complaints. Mr. Kirby asked for a Veteran's discount and I granted his request. I received payment of $4,000 in cash to close the invoice. This was in addition to a deposit check of $1,500 I had received before we started work. The visit was cordial and we talked for several minutes after payment was made. I had no indication of dissatisfaction with any of the work. August 4: To the best of my recollection, this was the first day Mr. Kirby called to leave a voicemail for a return call. I do not remember the details of the voicemail and I could not find it in my saved calls. I returned his call on August 8 to find he had a complaint about the type of door he approved. I asked my technicians individually to give me a summary of the events leading to the door installation. Both independently gave me substantially the same response. That is Mr. Kirby saw the door before installation, liked the door before installation, agreed to accept the door before installation, and gave no instructions to return it. After I asked individually, my techs and I also discussed it as a group. After questioning them and explaining the importance of forthrightness, I have no reason to doubt their individual recollections. Conclusion: I take complaints seriously and I want to know when we have missed the mark. We have not missed the mark. It is unrealistic to expect a replacement door after several missed opportunities to reject it, express displeasure, or withhold payment and then on day 6 after install realize it is not what one wants. I cannot replace this door. It has been accepted, I personally met with and asked the customer for feedback, and received final payment. If the door had been rejected before installation it could still have been returned and the other door ordered. Return of the installed door is now impossible. Expectation of a replacement door without charge under these circumstances is unreasonable. Remedy: I sent Mr. Kirby an estimate to replace the existing door with the door of his preference. III) Regarding the deck construction: August 11: Once again Mr. Kirby called to discuss the door. In this discussion, the quality of the deck construction arose for the first time. As Mr. Kirby became more agitated, the chance of a cordial and productive conversation as to a resolution became harder and we ended the call. August 16: I requested photos of the deck highlighting concerns of construction. I received those same day and viewed. Conclusion: The photos indicated lumber with normal and expected imperfections. That is knots and some minor splits. I see no serious or abnormal flaws in the lumber used. The wood is under full sun. It has shrunk somewhat leaving small gaps and looks like a few points need to be re-fastened. Remedy: A tech can make an in-person review and re-fasten those spots. IV) Regarding the deck painting: August 12: Upon receipt of the complaint to the BBB I received first notice of a complaint regarding the quality of the paint job on the deck. August 16: I requested photos of the deck highlighting concerns of painting. I received those same day and viewed. Conclusion: Shrinkage in the wood has revealed small sections of wood that wasn't painted as it was not visible to be painted before shrinkage. This is normal. Remedy: We left paint with the homeowner. If we can get access to it, a tech can apply touchups. V) Summary and opinion: Mr. Kirby has been increasingly hostile in our phone conversations. Yelling and continued insistence House Doctors replace the door have been common. As a result, after our last phone call on August 11, I asked Mr. Kirby by text to communicate with me by text going forward. Our phone calls had reached a point where no progress could be made. I will arrange with Mr. Kirby via text to send a tech to make some adjustments in fasteners and paint touchups. The paint must be made available. I request Mr. Kirby not interrupt our tech while working. I don't want to jump to conclusions, however, it is clear Mr. Kirby is agitated and upset from our conversations. Sometimes this can lead to physical actions. I will instruct our tech that if at any point he feels unsafe or harassed by anyone on the property, he is free to leave the residence and our warranty commitment to Mr. Kirby will be revoked. Consumer Response /* (3000, 7, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) see attached Response does not adequately address issues. Business Response /* (4000, 10, 2022/09/02) */ see attached Consumer Response /* (3000, 18, 2022/10/19) */ I do not usually have access to the internet and so was unable to view the response from House Doctors until today, with the assistance of my hospice chaplain who is able to access the internet via his smart phone. Prior to today, I've tried to reach the BBB by phone multiple times to find out what the content of their response is but but without success: I was only ever able to reach a recording. In addition, I have been admitted twice to the V.A. Hospital since my last communication, despite my status as a hospice patient, because of continued decline and complications, limiting my ability to pursue this matter. Now that I've read the response, I find that it fails even to mention most of the points I made in my last communication. It certainly seems odd that in the very same breath House Doctors both denies that I ever mentioned my dissatisfaction with their poor workmanship prior to submitting a complaint to the BBB AND that I was inappropriately "threatening" to them when I did! I would be glad to have House Doctors come to inspect the work they've done so far: without any doubt, they will see that the issues are worse than could be seen in the photographs. I would only ask that, since I have only rare and intermittent access to the internet, they would schedule a time to come by contacting me by phone or text message, rather than via this site. I'm available any day next week (the week of October 23rd). With that said, mornings are usually better for me and either Tuesday October 25th or Thursday October 27th would be ideal (though again, any day next week can be made to work). Please have House Doctors text their response to my daughter's cell phone: (XXX) XXX-XXXX. My cell phone number can also be added to the text: (XXX) XXX-XXXX. My family and I are very eager to have this issue resolved and appreciate the BBB's help to this end. Sincerely, *********** Business Response /* (4000, 20, 2022/10/26) */ We will be in touch to set an appointment to inspect.

  Customer response

  01/20/2023

  Since my last reply to this BBB website, a representative of House Doctors has been to my home to survey in person the complaints I've voiced regarding the quality of the work the firm did on my house. Based on his inspection, House Doctors has offered me the sum of $300 to correct the deficiencies found in their work.
  
  While this is certainly a step in the right direction, I maintain that the sum offered falls short of what is required in order to make me whole. My own estimate of a fair compensation would be closer to $1,500, which is a significantly larger figure than what House Doctors has suggested. My $1,500 estimate, in fact, includes $700 which I have already paid out of pocket to correct errors and mistakes committed by House Doctors. These $700 of expenditures include $300 I spent to purchase the correct door to replace the one wrongly installed by House Doctors; an additional $300 I spent to have the correct door properly installed; and finally $100 more to have the A/C window unit installed.
  
  In addition to this $700 which I've already paid out, there are still the remaining problems to be corrected which I estimate will take yet another $800 to complete. These include the missing handrail from the one side of the steps leading up to the deck, which poses a severe safety issue (I've already sustained two falls due to this deficit). Finally, the poorly joined wood throughout the project as done by House Doctors has yet to be addressed.
  
  I'm hopeful that House Doctors will reassess their offer in light of this information and adjust their offer accordingly.
  
  Sincerely,
  *********************
  

  Business response

  02/03/2023

  Our best and final offer is $300 based on our review. The door continues to enter the discussion. It is non-negotiable. The door was accepted and paid for. No objection was raised till 6 days after payment. Never previously discussed with us, an A/C window unit is now mentioned. We never quoted any work on an AC unit installation. The points of dis-satisfaction continue to evolve and increase in number.
  We sent a tech to the property and he could not gain entry. We asked for alternate times for an appointment with no response. $300 is our final offer.
  

  Customer response

  04/27/2023

  I sent a response to the very inadequate "final offer" from House Doctors on 1/20/2023 but have received no reply (the "response" which was sent to me on 2/6/2023 is completely blank; unlike in the past,  I've received nothing in the mail communicating that a response was ever entered and I only have rare access to the internet so I am only just now seeing that a BLANK "response was entered on 2/6/2023).

  Below is the full text of the message I entered originally on 1/20/2023. House Doctors has yet to respond to it,  underscoring both the poor quality of their materials and their labor, as well as their unwillingness to fix their own mistakes:

  ***************** The text below was originally posted on 1/20/2023*******

  Since my last reply to this BBB website, a representative of House Doctors has been to my home to survey in person the complaints I've voiced regarding the quality of the work the firm did on my house. Based on his inspection, House Doctors has offered me the sum of $300 to correct the deficiencies found in their work.
  
  While this is certainly a step in the right direction, I maintain that the sum offered falls short of what is required in order to make me whole. My own estimate of a fair compensation would be closer to $1,500, which is a significantly larger figure than what House Doctors has suggested. My $1,500 estimate, in fact, includes $700 which I have already paid out of pocket to correct errors and mistakes committed by House Doctors. These $700 of expenditures include $300 I spent to purchase the correct door to replace the one wrongly installed by House Doctors; an additional $300 I spent to have the correct door properly installed; and finally $100 more to have the A/C window unit installed.
  
  In addition to this $700 which I've already paid out, there are still the remaining problems to be corrected which I estimate will take yet another $800 to complete. These include the missing handrail from the one side of the steps leading up to the deck, which poses a severe safety issue (I've already sustained two falls due to this deficit). Finally, the poorly joined wood throughout the project as done by House Doctors has yet to be addressed.
  
  I'm hopeful that House Doctors will reassess their offer in light of this information and adjust their offer accordingly.
  
  Sincerely,
  *********************

  Customer response

  04/27/2023

  I sent a response to the very inadequate "final offer" from House Doctors on 1/20/2023 but have received no reply (the "response" which was sent to me on 2/6/2023 is completely blank; unlike in the past,  I've received nothing in the mail communicating that a response was ever entered and I only have rare access to the internet so I am only just now seeing that a BLANK "response was entered on 2/6/2023).
  
  Below is the full text of the message I entered originally on 1/20/2023. House Doctors has yet to respond to it,  underscoring both the poor quality of their materials and their labor, as well as their unwillingness to fix their own mistakes:
  
  ***************** The text below was originally posted on 1/20/2023*******
  
  Since my last reply to this BBB website, a representative of House Doctors has been to my home to survey in person the complaints I've voiced regarding the quality of the work the firm did on my house. Based on his inspection, House Doctors has offered me the sum of $300 to correct the deficiencies found in their work.
  
  While this is certainly a step in the right direction, I maintain that the sum offered falls short of what is required in order to make me whole. My own estimate of a fair compensation would be closer to $1,500, which is a significantly larger figure than what House Doctors has suggested. My $1,500 estimate, in fact, includes $700 which I have already paid out of pocket to correct errors and mistakes committed by House Doctors. These $700 of expenditures include $300 I spent to purchase the correct door to replace the one wrongly installed by House Doctors; an additional $300 I spent to have the correct door properly installed; and finally $100 more to have the A/C window unit installed.
  
  In addition to this $700 which I've already paid out, there are still the remaining problems to be corrected which I estimate will take yet another $800 to complete. These include the missing handrail from the one side of the steps leading up to the deck, which poses a severe safety issue (I've already sustained two falls due to this deficit). Finally, the poorly joined wood throughout the project as done by House Doctors has yet to be addressed.
  
  I'm hopeful that House Doctors will reassess their offer in light of this information and adjust their offer accordingly.
  
  Sincerely,
  *********************

*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. ↩