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:03/14/2023

  Type:Order 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.

  I signed 2 general contracts for my new purchased home in 2022. The contracts are for Kitchen Cabinet, Island and Bathroom Vanity for $14,927.07, I am still holding $2,433.21 unpaid. Because the company damaged my new installed flooring. It caused a short circuit on my heated floor.Then we started working on fixing it since September, there are more than 100 emails back and forth. No show, short notice happened when we set the time.Please check the attached contract from the company, the contract has 2 and a half pages describing owner's penalty but nothing for the contractor. Even we have commencement, completion, and acceptance term with a date on it. This is unfair to the consumers.The unfinished jobs including:1.Popping nails in vanity drawers which always cut me.2.The short circuited heated floor film needs a licensed electrician to re-wire.3.Vinyl floor on top of the heated film needs to be re-installed, plus the toe-kick along the wall.We finally have 3/23 and 24 set. However, when I wrote the message this morning: Yes, I will arrange to work from home for sure. Please confirm it can be completed and reinstituted to the original status, and please also provide me a written note with a plan if you couldn't me it.This is the reply from the company: Confirmed for 23rd and 24th of march. They will bring the panel heat with them as well. They will explain when they are at the location on the 23rd, and please have the check $2,433.21 ready when they finish either the 23rd or 24th.This company has no idea how the damaged floor will be fixed, I feel no trust as they only want the remaining balance.

  Business Response

  Date: 03/14/2023

  Hello, 
  I read the complaint well to understand the client. Please keep in mind that accidents happen in construction. But we are here to put the best work out there.

  
  After the incident, ****** emailed them on September 19, 2022, and on September 21, 2022, ****** texted to double-check because they did not respond. And they were unavailable, and after that, there was texting and emailing back and forth to try to get the right parts and schedule to fix. But it seemed like they did not want us to fix it because they always had an excuse for us not to go. I provided some screenshots of the text between ****** and them. I can also provide emails.
  We tried to find an experienced person to help us fix the problem, which we did, and we also purchased the floor and heated panel. We tried many times to set a time but had to go with our technicians and their schedules.
  They kept $2,433.21 until the repair was done, and that was our idea to do so. And our goal is to finish the job and get the balance after the job is finished. But we only mentioned the balance amount a couple of days ago, and they seemed upset to agree, so they contacted you guys.

  
  We lost money because we had to cancel the schedule and pay a cancellation fee to **************.

  
  Please let us know if you guys would like to see the emails.

  
  We are ready to fix the problem since the technician made time for us, but we will not continue and will wait for your advice.

  
  Please let me know.
  Best regards. 

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19592585
  
  I am rejecting this response because:

  The attachment is a list which I gathered from all email and text communications since the contractor damaged my floor on 9/9.
  

  I sent email after we finally got the date set for 3/23 & 24. My asking were:
    1. to confirm completion and restoring to the original status
    2. to ask for a written note with a plan.
  As a home owner working with a contractor,I think its not rude to ask for a plan. Especially theres a damage caused by the contractor, and proved that the contractor is lack of related skills to fix it.
  
  Unfortunately I got a response from the contractor saying the crew will explain when they are at the location and want me prepare a check for payment.
  
  This answer brought me to BBB looking for assistance.  If you see the attachment,you will find the contractor is:
    1. Lack of knowledge about the damaged heated floor.
     --- Scheduled twice for only 30 minutes even though I kept confirming if 30 minutes would do.
     --- After 4 months of the damage happened, they finally order the heated film.
    2. Short staff, or couldnt coordinate with their crews.
     --- Time scheduled, but ended up with no show.
     --- I expressed well that I cannot be home between Wednesday and Friday, but the contractor usually book me a Friday.
    3. Blamed me for always unavailable or an excuse.
     --- The contractor expected me to be home when they asked without my confirmation. I went ****** last October and ******* in February. Please let me know if you need my flight schedule for proof.
     --- They tent to respond me only when I ask, please check the highlighted part.
     --- Popping nails in bathroom vanity drawers can be fixed without technician, but the contactor keeps the status as it so far. 
  
  I have no confidence that the contractor is able to fix the damage as they cannot even provide a plan. Please see the attached pictures for the damage, the floor at the entrance area need to be removed, then replace the heated floor film and re-wire. Junction box is in crawl space that the wire needs to go through. The project will need flooring worker and an electrician, I havent seen the contractor sent any electrician to check so far. How do I expect the project can be completed on 23rd or 24th?
  
  Theres another contractor checked the damage and provided me quote for $2,850. Now I prefer to use that 3rd party contractor but I am asking this contractor cover the extra charge. The other requests on my complains remain the same.
  
  Thank you for your time to review the case.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/24/2023

  Complaint: 19592585
  
  Hello, 
  We read the rejection thoroughly, she owes ** $2,433.21, and she mentioned the 3rd party said $2,850, and we are willing to pay the difference of $416.79. 
  
  We tried our most total to help the process and fix the floor, but unfortunately, we had to go with **************'s schedule and their schedule. 
  
  
  Please let me know, 
  thank you. 
  
  
  Arsham Nivan
  Hourglass Construction LLC 
  ****************************************************************

  Customer Answer

  Date: 03/31/2023

   
  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 only if my reading of the business' response is correct.

  According to the business's reply "she owes us $2,433.21, and she mentioned the 3rd party said $2,850, and we are willing to pay the difference of $416.79.", please confirm if the business agreed to pay me the difference of $416.79, step out from the contract. I don't quite understand the working in the acceptance mail.

  Thank you very much.
  
  Sincerely,
  
  *******************