ComplaintsforBlue Ridge Restoration & Construction, LLC

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Met with the Project manager. Provided him with my budgeted amount for Construction upgrade. ****** assured me that he could accommodate all of my upgrade request within my budget. So I paid the required down payment. He provided a rendering that was not what he and I discussed. I was advised after our meeting that it would cost significantly more to get the updates I requested. I am requesting that my down payment be refunded due to false information that was provided by the project manager. I have spoke with the owner and he has promised to call me back twice within the past two months. Once verbally and once via text, but still have not heard from him.

  

  Business response

  01/11/2024

  It is absolutely untrue that Ms. ***** has not heard from the owner. The owner called and spoke with Ms. ***** yesterday, January 10th, at 12:19 pm for 22 minutes and she agreed to receiving $3,000 of her deposit back. She asked when she could get her $3,000. The owner told her he would speak with his office manager and have her send a termination agreement. I, the office manager, sent her the termination agreement yesterday, January 10th, at 1:45 pm via Adobe Sign. Once the termination agreement is signed, we will send her $3,000 immediately upon signing. As of this morning the termination agreement was not signed, so the owner sent Ms. ***** an email letting her know that the termination agreement had been sent via Adobe Sign yesterday, and to check her spam folder if she was not able to find it.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The nature of this dispute includes persistent issues involving scheduling and communication. Initially, we were quoted that this business utilizes a calendar that demonstrates the plan to complete the project to the homeowner. After many attempts to discuss with this business, the inaccuracy has continued and we have been provided with 3-4 completion dates. There have been many instances where the expectation is this business would be present at our house working for the day, there have been frequent no-shows with late or no communication. The project start date was April 20th, and it was listed in our contract the project would be completed in 45 business days, unless of course weather or other concerns outside the contractor's control were present. Besides waiting for the permit to be finalized, this project has been now ongoing for 6 months. They have communicated many issues with staff and have even disclosed they have fired employees to us, and one recently quit before they could fire them. We attempted to have a face-to-face meeting with the business owner in July to discuss our concerns, and formulating an end date and a new plan of action to finish timely was decided. However, the project is still ongoing, with no end date in sight. Other issues are present with the quality of the work, for example, the plumbing not being hooked back up correctly, an air duct they weren't working on disconnected, the vanity not level, nothing covered up properly to prevent a mess, throwing away items they shouldn't have thrown away, and ruining our coax cable for internet which had to be replaced. Also, the hole next to our foundation continues to be open and has been for 3 months and was barely covered with a piece of wood and a tarp. More recently, they have been less frequently answering calls/texts and decided to transfer us to a new project manager, who isn't aware of everything we discussed initially. We feel we've done well to communicate these issues.

  

  Business response

  10/04/2023

  We sincerely apologize for the issues with communication and scheduling. Our goal is to succeed with every project. There have been issues that we agree with the client should have been handled better and were not. There are some issues raised by the client with which we do not agree. Regardless, we will rectify all issues. We have not and will never walk out on a client and to have delays in construction sometimes is unavoidable. The day that the complaint was filed, we had workers at this job site. Our commitment is to complete this project before the end of October. We contacted the client on Monday October 2nd, to request a meeting, and they asked us to provide a public response before meeting with them. We hope that we can meet them face to face at their home to present the final plan, have a walkthrough to assess any pending issues, and close the job. Sometimes in an ongoing job, mistakes are made, and, in every case, we correct the mistakes and make them right and deliver the job with quality.****** ****** ***** *** said, "The ultimate measure of a man is not where he stands in moments of convenience and comfort, but where he stands at times of challenge and controversy," We truly hope that you will forgive us and allow us a final chance to make it right.

  Customer response

  10/05/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. From my knowledge no one was present on site October 2nd.  I also wasn't asked to meet until October 3rd and was expected to meet the same day.  I notified this business I couldn't meet that day but I'm willing to meet after they responded and have reached out to do so now.   Apologizing over and over is not a professional response.   Regards, ******* *******

  

  Business response

  10/09/2023

  We want to resolve this issue with you and get things fixed as you asked in your complaint. We reached out to you on October 3rd, and asked if you were available to meet that day. We did not Expect you to meet that day, it was just offered as an option. We have mutually scheduled a meeting for the afternoon of Wednesday, October 11. This meeting is to discuss in detail all of the issues that the customer has found so we can make a plan to fix them to the customer's satisfaction. We hope that we can get this resolved with the end result being one you are pleased with. 

  Customer response

  10/16/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Awaiting response from meeting held on October 11th.  Regards, ******* *******

  

  Business response

  10/24/2023

  We met face to face with the clients on October 11. The only thing left now to complete on the job is the shower faucet, which the plumber had to order because the supplier was out of stock. Once that is installed, an inspection will be done by the City of *****. The customer has expressed to the current project manager that they are pleased with the work. Our D.O.O. had a phone conversation with the customer last week. They stated that they would not be happy with any credit less than approximately 20-25% of the contract total. We feel that is not reasonable as the job will be completed in full with all issues corrected. We want all of our customers to be happy, but unfortunately, we cannot always please everyone. We have done all we can at this point to complete the job to the customer's satisfaction and have made changes within the company structure so that future customers will not have the same experience with delays and lack of communication from a project manager. 

  Customer response

  10/24/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We have been satisfied with the last two weeks of work and our new project manager (since we filed this complaint), but that does not make up or account for time loss or all the issues that were present throughout.  They admitted during our meeting to dropping the ball on completing our work timely and doing it well and basically said sorry about your luck.  We were told our previous project manager would be present for the meeting but he did not show up nor were we told anything about it, and he did not offer an apology encompassing all of this.  We had initially discussed with them completing other work we would have liked them to do to include:  framing some of our basement bedroom, insulating, and drywalling.  They denied completing this work for us to resolve our complaint and just in general.  They stated the project is about to be completed, but there are many more items that will need to be done for this space to be usable.  The holidays are upon us for family visiting and I have been unable to complete these items myself due to their timeline.  They initially pitched they would work along side us to assist us with either them completing the items or helping us to do so, implying it would be a partnership.  We did not ask them for a credit to resolve this complaint, but we believe it would be doing right by us but we would have simply preferred the work be completed as the contract stated it would be, as this would have been ideal.  We were initially told "time is money" which is true for both parties.  They offered almost a 10% credit after asking us what we believe to be fair for compensation.  10% for completing the work 3-4 months late with multiple issues every time they were at our house we do not believe is adequate.  The credit should include compensation for all the things completed incorrectly/that had to be fixed, for the timeline it took to be finished, and the delay on being able to finish the other items that need to be completed.  We are responsible for our part of the contract and have communicated and paid on time, but we don't believe they have held themselves to the same standard.   Regards, ******* *******

  

  Business response

  12/21/2023

  We have completed this job. We have fixed all issues and all inspections have passed. We understand that this project took longer than it should have. However, we fixed everything the way it should have been done. I'm not sure who offered a credit, but there was no one in the company authorized to do so. We would only offer a credit if we were not completing the work, or if we were not able to fix an issue. All issues have been fixed, and we consider this matter closed.

• Initial Complaint

  09/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business committed to completing my project within in 10 days to 3 weeks. It was dragged out for nearly 5 months and not very well. They continually come up with excuses why they cannot come to work if they answer their phone at all or return calls. I have been trying to get them to complete and repair deficiencies since March 2022 (now Sept) with no resolution and nothing but excuses.

  

  Business response

  09/08/2022

  Our project manager has informed the customer before that the filters needed are out of stock.  There is a leak in his bathtub (customer chose to keep his existing tub) which has not brought to our attention in March. The project manager has been in contact with the customer, the most recent dates being August 24, August 25 and August 31. He informed the customer that he was in the hospital due to COVID.  He was in the hospital for several days hooked up to oxygen and still communicated with the customer.  The complaint was made on Sunday, September 4 and the project manager did not return to work from his absence due to COVID until Wednesday, September 8.  The project manager was in contact with the manufacturer yesterday, September 8 and will contact the customer again today to get more information that the manufacturer needs for the correct filters and to set up a time to come repair the leak in the bathtub.

  Customer response

  09/08/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Filters:  Conveniently, the only filters out of stock at the manufacture are the ones the contractor says are required.  I personally contacted the manufacture and the filters they say are required are all in stock.  I forwarded this information to the contractor weeks ago, but they have yet to follow up on it and rectify the problem.  Once again this was an issue they were aware of FOUR months ago yet refused to address. Bathtub and Plumbing:  This is NOT an existing tub. EVERYTHING in the bathroom was replaced by the contractor.  The plumbing has been an ongoing problem since they installed everything.  COVID issues aside, this is an ongoing problem that they just come up with excuses for or dodge phone calls. Four months of chasing! Until this is resolved I do not accept their excuses and empty promises. Regards, ***** ******

  

  Business response

  09/16/2022

  We certainly understand the customer's frustrations and apologize for the inconveniences. I spoke to the manufacturer (****) today.  The filters are in stock, but they will not send replacement filters without pictures of the unit and the silver manufacturer label located in the motor area of the range hood.  The project manager has submitted those pictures already and they were not accepted.  I spoke to a different customer support representative today and explained the issue we were having.  I have sent the requested pictures to this customer support representative and am awaiting a response.  We are having a plumber contact the customer to set up a time to come out and fix the leak.  I cannot give an exact date for that as they are going to communicate with the customer directly to set up a time that works for him. 

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