ComplaintsforUtopias Cascadia LLC

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are horribly disappointed with ****** and ****. Their communication was severely lacking. Then towards the end, they would not get back to us at all. Zero communication. They used building materials that they left outside, that got rained on. It was molding/trim. They actually used pieces that were soaked and put it in our house, tried to cover it with paint. Needless to say it did not work. We let them know immediately and they did Nothing, they just sent us a final bill. Very unprofessional. This is the list of other issues that we tried to get resolved, with no acknowledgment from them.* None of the ceiling corners got repaired * The lining of the ceiling and wall in the entry room looks amateur * Honestly the complete texturing of ceilings and walls look subpar. (He admitted himself that he needed to practice)* The Extra flooring we had to purchase due to inexperienced cutting and installing.* The floor that was supposed to be level, you leveled it many times, it is not level.* We feel that there was a gross misuse of products. Also Utopias Cascadia never returned any phone calls, emails, text about these concerns. They never gave us any receipts or names of subcontractors. Instead of trying to come up with an agreed mutual amount, they threatened us with a lien. They also double charged us with a disposal fee. Leaving us with a bill from a 3rd party that we did not consent to. Not to mention a project that should have been 1 to 2 months, took 5 months. Due to them double booking their time, canceling or just not showing up.

  Business response

  01/03/2024

  We are deeply disappointed to receive this complaint, especially as it follows weeks after we had reached a final settlement. This project presented challenges for everyone involved - the homeowners, my partner and wife, our crew, and myself. We are perplexed by the decision to seek mediation through a third party, given our comprehensive email records documenting our discussions about the final payment. Throughout this process, invoices were issued, revised, and settled. Each concern raised by both parties was duly acknowledged and addressed. The final price, mutually agreed upon for fair compensation, is reflected in the payments we received and processed. We firmly believe that the contract has been not only fulfilled but exceeded, and that all matters related to payments were conclusively resolved before the filing of this complaint. As such, we see no necessity for further action from either party.

  Customer response

  01/11/2024

  We are in complete shock by the response from Utopia Cascades.  We tried every form of communication with UC.  We have records of every email, call log and text that we sent them.  They 100% ghosted us except for the bill.  They did not address the issues at hand.  All pictures were sent to them and none of these were addressed.  Their comprehensive email records are a joke.  They forget to mention their threat of a lein.  That is why we paid up, then followed thru with our complaints to BBB.  They said each concern raised by both parties were duly acknowledged and addressed.  This a a straight out Lie.  They literally put up weathered and wet molding in our home. When we immediately sent them pictures, called them, they went silent. Nothing.  We are shocked by their complete lies in response to our concerns.  No apology, no coming clean, no deduction of cost.  They absolutely took advantage of us, and took our money.  We would like Everything on record that UC is an untrustworthy company.  People should know who they are hiring.  We felt blatantly disrespected.  They lack attention to detail, the shotty workmanship and time management was the last straw.  Our floor is so horribly installed that it actually turns up at the wall which has led to cracking our new wall.  Their response is unacceptable.

   

  Customer response

  02/01/2024

  I do not understand what is missing.  I have sent photos, descriptions etc.  None of these complaints were properly dealt with. This Again shows how inadequate Utopia Cascadias are at dealing with any issues. Frankly I am worried as we supposedly have a life time warranty on their work, but the work was not even done correctly. We received no reduction in bill, no apology, no correction of work.  

  Anyone even thinking of hiring them should be aware of their tatics.

  Business response

  03/01/2024

  To Whom It May **************** am writing to address the concerns raised regarding the Utopias Cascadia project at the property in question. This letter
  aims to clarify our position, detail the challenges we faced, and underscore our commitment to professional integrity, despite
  encountering unprecedented difficulties.

  Initial Engagement and Historical Context: We knew the homeowner from our time with a previous employer. This was not
  the first project I worked on for them. Our decision to initially engage with the homeowner after starting our own operation
  happened despite warning from another contractor who warned against abrasive interactions. Despite this, we accepted the
  contract because we had personally enjoyed working for the homeowner and had even responded to requests to aid with
  unrelated issues on the property. Understanding this historical context is crucial as it establishes the foundation of our
  working relationship.

  Project Inception and Initial Challenges: Hostility towards our crew, including my spouse and partner, who diligently
  manages our business operations, marked the project's inception. This early display of aggression, which we perhaps
  mistakenly overlooked in our drive to fulfill our professional obligations, was a significant red flag.

  Calendar and Timing: The timeline was admittedly not ideal. We learned a hard ****** about being pressured by customers
  to adjust our calendar for peacekeeping. Our queue is based on contract signing and deposit receipt. Retrofits and remodels
  are subject to many variables, and this was the first time we deviated from our rule of not starting projects prematurely. The
  project progressed unevenly, and delays ensued due to changing material decisions and expansions in the project's scope,
  which were reasonable but significant.

  Scope Creep and Schedule Disruptions: Continuous scope expansion and pressure to accelerate the project start
  significantly disrupted our workflow and scheduling. We accommodated this scope creep as best we could, but it strained
  our resources and planning. The customer repeatedly changed their minds or altered their plans which resulted in a ripple
  effect on our schedule.

  Work Environment and Client Interactions: The work environment was challenging, compounded by personal items in the
  work area and reactions to unavoidable workspace dust. Everyday we had to relocate items inappropriate to be left in the
  middle of the work space: food, clothes, backpacks, trash. On some days we discovered dog urine on our equipment inside.
  Our team also faced repeated verbal abuse and unreasonable demands, affecting job execution and morale for the entire
  team.

  Building Materials: The incident with building materials left outside, which we believe was sabotage (intentional or not), is
  critical. As professionals paying for materials on a fixed-rate project, we would never compromise materials, especially those
  critical to project completion. Under good faith, we provided materials to patch a section of baseboard only in need of work
  due to the customer's own projects outside our scope and work area of contracted work. The fact that someone in the house
  damaged materials I was providing for free, and then the client expected us to replace is ********. It was not part of my
  contract and yet it was made to be our problem.

  Flooring and Door Hinges: The flooring issues arose from independent scope alterations which affected layout and left
  negative space in the flooring. This matter was discussed with the homeowner repeatedly and a decision was made as a
  group to caulk it and leave it be, yet it appears in the complaint. Regarding the door hinges with existing paint on them, our
  cleaning efforts revealed pre-existing wear and tear, not damaged by our team. Cleaning attempts were not working
  effectively at removing paint caked on the door hinges. At this point it was discussed in person, which was acknowledged by
  the homeowner who chose to handle it themselves, yet it appears in the complaint.

  Disposal Double Charge: The original contract's disposal fee covered only materials within the outlined original scope of
  work. The additional fee for disposing of bricks from the homeowners DIY chimney dismantling project was agreed upon
  after The City expressed dissatisfaction at the pile of waste in view of the street. I stood in the driveway with the homeowner
  and discussed getting the bricks dumped and how it would be an additional charge. Under a good faith agreement, we
  arranged for their disposal through a reputable, licensed subcontractor. Non-payment at the time of work completion and still
  at the end of the project led us to suggest to the subcontractor that they should try to bill the homeowner directly. If
  non-payment continued we were prepared to include the cost in a potential lien against the property.

  Receipts and Subcontractors: We have no obligation to provide information beyond our fiduciary duty as residential builders
  and what is outlined in the fixed-cost contracts signed by the property owner. As licensed resellers of materials and labor in
  the *******************, we felt unprofessional pressure from the customer to disclose private company information. All
  relevant receipts for the customer were made available in the form of invoices marked as paid through our project
  management system that clients have access to.

  Professionalism Under Pressure: Despite undue hostility and operational challenges, our team maintained professionalism.
  We were repeatedly yelled at on various occasions. We navigated verbal confrontations and shifting demands while
  ensuring project completion. It was not pleasant and was passively acknowledged by one of the homeowners, who would
  occasionally apologize or provide treats for the team the day after an unreasonable outburst by their partner.

  Contract Fulfillment and Additional Labor: We met and exceeded our contractual obligations, addressing contracted change
  orders and additional tasks like kitchen vent ducting and custom cabinet modifications without compensation for parts or
  labor. Upon completion of the project and understanding that no party was happy with the other, we actively chose not to
  pursue additional expenses incurred by scope creep. This was a good faith measure to reach a fair settlement amongst
  mutually dissatisfied parties.

  Financial Settlement and Protective Measures: We settled at an adjusted contract price, demonstrating our commitment to
  fair resolution. Before work began, a detailed contract, lien disclosure, and payment plan were agreed upon and signed by
  the property owner. Verbal indications of potential non-payment followed by non-payment by the homeowner led us to
  consider a filing for a lien on the property. This action was not a threat but a necessary business measure, especially in light
  of verbal indications from the homeowner suggesting reluctance to fulfill the payment obligations. The eventual payment of
  the lowered price occurred on November 1st, 2023 and was derived from mutual negotiation. It signaled completion of the
  contract and settlement of the matter. If the client did not want to pay us, it was their prerogative to not pay the final invoice
  and instead give us the option to pursue payment or not, or further negotiate. This is why we understand the matter to have
  been settled weeks before this complaint was filed.

  Documentation and Evidence: Our position is supported by contractual documentation, photographic work phase evidence,
  and mutually agreed work orders and lien disclosures.

  In summary, the project posed exceptional challenges. While regrettable, the friction that emerged was met with responses
  in line with our professional commitments.

  We hope this account clarifies the complexities involved and reaffirms our unwavering commitment to professional integrity.

  *****************************
  Utopias Cascadia

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