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Business Profile

General Contractor

Top Quality Construction Group, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in General Contractor.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/31/2024

    Type:Product Issues
    Status:
    Answered
    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.
    On October 18, 2024, I signed a contract for a bathroom remodel with Top Quality Construction. I cancelled this on the phone and by email within the 3 business days of WA law. I called them and they called me on Monday, October 21, ************************************************************************** writing on October 22. They deposited my $1500.00 AFTER THAT on October 23, 2024, despite knowing I had canceled. On October 30, 2024, their office called me and asked for my credit card number (I refused to give it to them) and expressed distress at the thought of mailing me a check. .I have sent them an email today, Oct 31, giving them 5 business days to write me a refund check and mail it to me ***** After that I will be doing court proceedings to get my money back. This is all very unnecessary since they could have just mailed my check back, which is what we talked about on the 21st.

    Business Response

    Date: 10/31/2024

    Follow-Up on Your Project Cancellation and ************************************* you for your patience as I reviewed the details of your project. I believe I now have a clearer understanding of the sequence of events.
    As a summary:
    You signed the contract with our representatives *** and ****** on Friday, October 18, 2024.
    ****** deposited your down payment (check #****, dated 10/18/2024) on Monday, October 21, 2024.
    We received your email canceling the project on Tuesday, October 19, 2024, after the check had already been deposited.
    Once your cancellation request was received, our office processed your refund, issuing check #**** for $1,500 on Friday, October 25, 2024. This check was sent out in the mail on October 30, 2024, and a copy is attached here for your reference. Please let us know once you receive it, and verify that the check is post-dated with October 30, 2024, as confirmation.
    During our recent phone conversation, I was glad to explain this sequence of events to you, and I appreciate that you did not feel the delay was intentional. I hope this clears up any concerns you may have had.
    Additionally, it was concerning to hear that someone asked you for your credit card information over the phone. This is not standard policy for us. Our company only accepts credit card payments in person, with a completed authorization form signed in the presence of one of our representatives, either at the time of signing agreements or when making payments on an approved project.
    For security reasons, please avoid giving out sensitive information over the phone, especially when it is not directly authorized.
    Once you receive the refund check #****, please reply to this email to confirm receipt. I have also CCd our accounting manager, ***** ******************** who is aware of the situation and available to assist further if needed.
    If you feel that this clarifies our intentions and resolves the matter, we would appreciate it if you could consider removing your complaint.
    Once again, thank you for your patience, and I apologize for any inconvenience this may have caused.
    Have a great day.
    Warm regards,
    ***** ******
    Customer Relations

  • Initial Complaint

    Date:10/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Refund; Billing adjustment; ************ came in to my home and told me and my disabled Veteran husband that they are a top quality business that only gets top quality material. They were supposed to remodle my bathroom with in 10 days which took ***************************************************************** a permit to knock out the wall to make room for the new walk in **** tub that was supposed to have jets for my husband because he is handicap. Everything that they said they would do to make the bathroom safe for my husband they actually made it harder for him. They also asked my husband to sign off on the paper work before the work was even done ( which he did ) when they were done they never let us know that they were done. Then come to find out they charged us $20,000 more then what the quote was. The remodle and the things that they replaced in are bathroom was not top quality like they said it would be. I'm just at a loss.

    Business Response

    Date: 10/31/2024

    Response to BBB Complaint #********
    Date: October 30, 2024
    To: Better Business Bureau
    Subject: Response to Complaint by ******* and ****** *****
    Dear BBB Representative,
    We appreciate the opportunity to respond to *** and **** ****** concerns regarding their bathroom remodel project. At Top Quality Construction Group, we prioritize our clients' satisfaction and take pride in delivering quality work.We addressed this matter immediately upon receiving the complaint and took the following steps to ensure *** and **** ****** concerns were resolved in a timely and satisfactory manner.
    Immediate Resolution Actions
    On the evening the complaint was filed, two representatives from our company met with *** and **** ***** to review the project and their concerns.During this meeting, they shared that their primary issue was the monthly financing payments, not the quality or outcome of the work performed. They confirmed their satisfaction with the remodel itself and signed an acknowledgment of this.
    Project Details and Contractual Clarity
    Our records show that *** and **** ***** were informed of all costs and contract terms before work began, including the financing arrangement. The finance company, **************, verified their understanding and consent for the financing plan, and *** and **** ***** approved and signed the paperwork accordingly.
    Addressing Financing Concerns
    We also reached out to Aqua Financing to discuss the monthly payment amount on behalf of the ******. I spoke with ******* at Aqua Financing, who assured us he would explore options with the appropriate department to address the ******' concerns about their financial commitment.
    Quality of Work and Permit Process
    Top Quality Construction Group adheres to permit requirements for all projects. We have documented photos and a recording from our recent meeting with the ******, which confirm that they were satisfied with the remodel.
    Documentation
    To ensure transparency, we are prepared to upload a recording of the recent meeting with *** and **** ***** and a copy of their signed acknowledgment of satisfaction. This acknowledgment verifies that they are pleased with the outcome of the project, and we are working with Aqua Financing to address the monthly payment issue to alleviate any financial stress they may feel.
    We remain committed to delivering the highest quality of service and addressing our customers' concerns. Thank you for your attention to this matter, and please feel free to reach out if further documentation is needed.

    Attached is the letter of Acknowledgment.
    Sincerely,
    ***** ******
    Top Quality Construction Group

Top Quality Construction Group, Inc. is NOT a BBB Accredited Business.

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