Complaints

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired J***** N***** as my contractor on 4/13/22 for a remodel that was to take 45 "working days". As of 4/16/23 the job was not complete. Contractor told me on that date that he was unable to complete the job due to health problems and offered me a stipend to hire someone else to complete it. I took his advice, hired another contractor and sent him a letter with the contractor's invoice attached on May 26th giving him one week to make restitution. He replied on June 4th stating that he would meet with my new contractor to return my unused materials and my personal items on June 7th and that my windows that were paid and ordered one year ago would be in between June 14-19. He did not make any attempt to refund my money. I replied to his email on June 5th stating I did NOT want those windows as I cannot trust they would fit based on his spotty workmanship and that I would move forward legally. Mr. N***** did not meet or contact my contractor during business hours on June 7th. My contractor reached out to him on June 8th and set up another meeting on June 13th at my new contractor's shop. He did not make an attempt to pay any monies at that time and returned one box of flooring and no leftover tile. He stated that I did not request an amount. I sent Mr N***** an itemized document on June 8th requested a refund immediately, no response. I have paid him for work that was not performed and am requesting a refund for work that he did poorly and am having to pay another contractor to complete.

  Business response

  07/18/2023

  On 4/13/22 luxury renovations started work for the customer. Since then we have completed multiple projects in the customers house. Every project that we have started has been finished to the customers liking. Shortly after any project has been completed and approved, She has changed her mind on either her decisions or continued to find problems or things she didn’t like and constantly had a complaint. We have jumped through numerous hoops to try and satisfy her ever changing wish list. I have spent hours late at night running to her house to go over things with her over and over again. I have listened and witnessed her disrespectfully and Loudly yelling at myself and employees . I have and will attach pictures of all work in her house having been professionally completed and in good standing. Having worked at the customers house on and off for over a year I and others can attest to the lack of general maintenance done around the house. In order for things to stay in good condition they need to be well cared for and cleaned regularly to be kept in a good condition. As for her wish to be reimbursed I tried to speak with her and in one of her first emails that I will attach I offered to talk with her about what money she wished to be returned and she stated in that email and one of the following emails that she wished to not be Contacted by me any further and to only speak with her “new contractor”. I reached out to her new contractor and was unsuccessful at reaching him after 3 calls and voice messages over 4 days. After day 5 I finally got in touch with him and was made aware that he was not actually her contractor and had not been retained yet. I tried to schedule a date to drop off excess material that was requested by the customer and was not able to get a response until the day after she requested her items and refund. When I met with him I gave him the 8 boxes of remaining flooring ( not 1 as the customer stated) and her garage door clicker. The customer had been made aware months prior that there were no tiles remaining after the installation. Lastly the “stipend” that she says was offered was me not charging for the final payment of her master bath or any of the additional work that has been done. I also offered to install the windows free of charge as well. We tried everything we could think of to satisfy the customer.
       Moving on the money she is requesting from her “new contractors” estimate includes things that either haven’t been paid for or were never touched by luxury renovations. She states in her emails that we didn’t try to fix the items that she complained about in that email but she stated she didn’t want us to contact her any further so we were just following her wishes. her new contractor is not easy to get ahold of or communicate with which made the whole process harder. Not to mention she stated she was moving forward with legal action at the end of every email following the initial email. I have tried my best to keep everything cordial and go way out of my way to satisfy this customer but I am convinced I will never be able to.

  
  

  Customer response

  07/18/2023

   I am rejecting this response because:
  
  The business did not respond 

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