Complaints

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired **** Hammond Incorp. over 4 months ago to repaint our property. located at **************************************************************************On the first day your crew arrived, the employees arrived at my door confused, and the employee said to me, I thought the prep work was done. Do you know what we are supposed to do here? Can you show us? I told them they needed to call their boss. I thought their directions had been given to them; I assumed their job had been given to them, and they explained to me they couldn't get their boss on the phone. They eventually got their boss on the phone. He never arrived that day until 11:30 AM, and then they told me they had no paint and told me I should have paint in the garage. I had no paint in my garage, as the company was to supply the paint, as you can see on the invoice.The second day, they showed up, put out plastic, and then immediately took lunch after only 2 hours of work. They came back after a 2-hour lunch and did some painting work. They told me certain rooms were complete with painting, and it was not up to what I had expected. I had thought when I signed the contract that there would be prep work done before the painting and that the painting would match what is currently on the walls. There are bubbles in the paint. The ceiling was never sanded at all before painting, and it looks awful. (see pictures) When I asked, they told me they don't do any prep work; they only paint. They told me the kitchen ceiling was completed. I thought I was paying according to what I had agreed with the salesman, *****, and some prep work would be completed, especially on the walls in the bathroom to match and around and around the lights in the kitchen. They have requested that my husband take off work twice to meet with them, and they have been extremely rude to me. My husband works a job; he can't take off work. My husband has tried to correspond through email, but they refuse to correspond back to him. I was called crazy by the boss.

  Business response

  09/29/2023

  9/27/23
  
  To Whom It May ***************** am sending this in reply to the complaint made on 9/21/23 by *********************** at **************************************************************************
  
  We have met with all our team involved in this project from estimating through operations. We understand there are objective components to performing a project as well as the customer experience that is often difficult to quantify. Customers are within their right to feel a certain way about a project; however, the objectives and metrics of the project must also be considered when issuing a formal complaint. From our reading of the complaint and reviewing numerous sources of information and documentation (sources are cited below) it is evident this customer is unhappy. After reviewing our information, we feel ************* has grossly exaggerated the lack of quality considering we were unable to even finish and misrepresented the actual work performed by our company. She was agitated before we started as evidenced by her response to our simple automated color email. The photos shared by ************* are co-mingled with work done by the previous contractor. Additionally, they show work that had not been completed by our company. 
  
  We believe ************* was unhappy long before her involvement with our company as she suffered loss during Hurricane *** and hired an unlicensed contractor to perform remediation work. ************* stated to us at the estimate she was very unhappy with the work performed by the previous contractor and fired them because of poor workmanship throughout the home. This poor workmanship was clear and evident when we viewed the home. The drywall had been cut up to 4 throughout and texture was applied to the entire wall surface leaving many inconsistencies, visible repairs, and a poor texture match. Rather than remove all previous work completed by the previous contractor, isolated areas were identified by the customer, and we were asked to perform those select repairs. We do not claim perfection in everything we do, however strongly offer there is much more to the entire situation than what is offered in the complaint. We can speak to each claim by ************* and offer context, provide photo documentation, emails, proving our willingness to pursue completion of this project in the correct manner. We were not met with the same willingness by ************* or her husband. The complaint filed with the BBB on 9/21 stating the desired settlement is finish the job is one day after our receipt of an email from ************ stating they were done with us and this project and have great painters lined up who are able to start right away. This is contradictory. Additionally, the manner in which we were left voicemails and emails by this couple, we feel it is a hostile environment and do not believe it is a safe place to subject our employees to their dealings. We have already immobilized according to Mr. ***** wishes and have included the invoice for only the work completed per his request. We have receipts and GPS records to qualify our charges for this project.
  
  Additionally we want to offer our deepest apologies to *************. She did accidentally receive a text from our field supervisor stating she was crazy. This was inadvertently sent to her when she was sending a flurry of messages to our salesman and supervisor and then a group text late into the evening after only 2 days on the project. I have included the full texts showing this. We have reviewed this with the employee and taken steps to ensure this doesnt happen to any future clients.
  
  We have done business in Lee County for over 20 years, completed over 60 residential homes in the exact community ************ resides in and never had a BBB complaint or other type of complaint within that time. In 20 years there are only a handful of times that we have dealt with a customer that we couldn't please. This unfortunately is one of those times.
  We feel we acted in good faith repeatedly and even sent over our Director of Operations to her home to try to get on the same page and address her concerns. If the BBB would like to get into each accusation/complaint and review all our documentation, we are happy to do what the BBB feels is necessary to close out this complaint in good conscience. This webform only allows 5 attachments and I tried to upload the voicemails and emails and it rejected them as an unsupported file. I would be happy to email these to BBB for review if you provide an appropriate email address.
  
  Respectfully,
  
  Ryan Hammond
  President
  
  
  Cited Sources and brief description:
  ************ GPS software showing daily operation of the work vehicles, arrival and departure from the work site.
  *********** Photo documentation software that documents who took a photo and the exact date and time it was taken.
  *************** ******************************** and Estimating software that documents estimate submittal, files saved, schedule, schedule updates and job costs related to labor and materials.
  Microsoft Outlook email management
  Quickbooks Time (Formerly TSheets) Electronic time keeping for employees clocking in and out of specific jobs.
  Voicemails and Texts attached for your review
  CC: Attorney ********************* via email

  Customer response

  10/02/2023

   
  Complaint: 20637228
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  10/03/2023

  In regards to **** Hammond's response, I am not satisfied with the company's response. At no time was I ever hostile to any of the employees; as a matter of fact, they had two employees who were outstanding and even extended apologies to me and my husband for the terrible treatment we were receiving and explained that there was nothing they could do because of the higher powers above them.
  We would be happy for the emails we sent to the company to be shared; they would be able to show the concern we had, and we tried to work with the company to resolve the issues before they escalated. At no point do they have any voice recordings that are unprofessional, except after the supervisor called me crazy. My husband was not happy with his wife being called crazy, as any husband would be upset. My husband simply requested a call back and to not call his wife crazy to speak to him. The only reason the text was sent that evening was because the salesman, ******, had reached out to me and asked me to send him and the supervisor pictures of the mistakes that had happened at our home. When ****** was at my home, he felt comfortable enough that he was welcome to open the refrigerator and take out a cold drink. The guys had coffee each morning and sandwiches for lunch the first day. 
  We also have recordings and videos from home security cameras of the times the company spent at our home from the time they walked in the first day and stated they had no idea what to do or where to begin, and they needed me to lead them. After waiting 3 months for the company to arrive to paint your home, would you not be upset? If the hired work crew showed up and had no idea what they were to do at your home and couldnt reach there boss and then had no supplies and said I was supposed to have the paint and then said where is it and beforehand two other salesmen had been to your home and made it clear they supplied the paint? 
  We also have pictures of the painter sitting in his truck, napping, leaning on our garage, talking on his cell phone, then leaving work early for the day and leaving 45 minutes early but saying he couldnt clock out until 3 PM. We also have neighbors who are witnesses to all actions and have written statements about what they saw the painters doing. And we have an apology from the work crew that knew the actions of the company leadership were wrong. When the crew came to pick up there supplies, they apologized again and said it was wrong. 
  My 91-year-old father-in-law, who survived the hurricane and later lost his wife as a result of the hurricane, lost everything he owned and, sadly, fell victim to an unlicensed, uninsured contractor. It doesn't need to continue to be brought up. We showed the mistakes to ****** the salesman and made it clear what we needed to be done at the home before arrival, and then we made it clear that anything extra we would be willing to pay if it needed to be added to the bill. As a matter of fact, a few items did need to be added after the job was started. However, when **** Hammond Company botched the job and we quickly learned that they wanted my husband to take time off work, started to treat me disrespectfully, and wouldn't return phone calls, forcing us to communicate only via emails, we knew we had a problem and didn't know how to fix it. 
  
  It will now cost us more money to repair the mistakes they left in our home, as the bad patch job in the bathroom was only a small hole, and now they have made it big, as you can see in the pictures. In the bedroom, the patch job was not done properly, and this has been acknowledged. In the painting in the kitchen, there are many mistakes; it was partially painted, and then they didnt edge out the paint and didnt caulk. (See the pictures.) Also, I can send an email acknowledging their mistakes written by ******, who said they would be back but never gave a date. They wanted my husband to take another day off work, but my husband couldn't, and he requested they call him on the telephone, but the supervisor **** refused to call him. Also, on the garage attic doors, they never repaired them properly, and now they dont shut properly and need to be completely redone. We were not left with all the baseboards we bought; we purchased 70 feet, but only 40 feet were left at the home. All the paint was not left, only the paint that we had originally at the house. They never purchased new paint, and I have this on a recording by the painter. 
  But we see now from their response how they dont want to resolve professionally, and we will use this experience to learn that **** Hammond Company is not the company we thought they were, and we will continue to conduct better research for painting companies in the future.
  We were unable to open the attachments that **** Hammond Company sent with their correspondence. Nor have we heard from the company by email, phone, or text since my husband and I both spoke to ******, the salesman, on September 15th, and he was going into his office at that time. He stated that he would speak to his boss, ****, to find a resolution to the issue. When we didnt hear back, we reached out to the Better Business Bureau as a mediator.
  Regards,
  ***********************
  
  
  
  

  Business response

  10/12/2023

  I am writing this in response to the response offered by *************. on 10/3/23 and after reading it I am saddened at the amount of partial truths and exaggerated misinformation being offered. Our company does not contest this project started on day one with some confusion. I would like to offer there are always levels of clarity that need to be obtained at the beginning of a project. I do believe our company showed up and asked questions to gain clarity on the repairs to be done. It is our standard process for the crew to review the scope of work with the client when they show up day one. This is an attempt to be proactive and make sure everyone is on the same page. We apologize if this came off as not being in the know. There was a lot of work done by others that would not be acceptable to our crews typically, and the scope only called for select areas to be addressed. The scope of work to be performed was fragmented and we agree there was confusion by the crew on this and how far they were supposed to go with repairs. There was dry time between drywall repairs,primer applications, etc. that influenced the claim by ************* of the crew taking a 2 hour lunch on a small project like this. After day 2 of a 4 day scheduled project, the project was stopped. Our Operations Manager requested to meet with the homeowners to discuss expectations and set the parameters of what is actually possible when dealing with a home built 38 years ago that has had repair work performed by others prior to our arrival. On Friday (9/15/23) our Operations Manager met with *************. Since this project was delayed while half complete and now extending into a new work week, our Operations manager was internally trying to reorganize other projects we were scheduled on to go back to the **** residence and wrap up the remaining work. Our Operations Manager stopped after receiving an email from ************ on 9/20/23 stating I think we are all done with this project of working together. It was not a good start from the beginning. We can have great painters lined up who can start right away to complete the project. We received this BBB complaint on 9/21/23 after the email informing us they were engaging a new painter. The move in another direction was the decision of Mr. and *************. We have never claimed to have completed any of the work. Link to photos at the completion of work day #2 ********************************************* Our company never asked for a deposit on this job and any invoicing was adjusted to reflect the progressive work performed and also reviewed when our Operations Manager met on 9/15/23. We wish Mr. and ************* the best in bringing completion to their project with whomever they have now contracted with.
  
  Kind Regards,
  Ryan Hammond  

  Customer response

  10/13/2023

   
  Complaint: 20637228
  
  I am rejecting this response because:

  We did receive an invoice from the company right after they responded to the last email from Better Business Bureau the last time, and the invoice had charges on it for items that were not completed. We did deduct the items from the invoice of the items that were not completed and asked the company to respond back to us no later than October 16th if they didn't agree; otherwise, we would all agree the issues were resolved and we would separate our ways, but we see they are instead responding back through you. This is what is so confusing about this company: they don't communicate with the consumer; there is no clear communication, like the day they showed up at our home after we waited 3 months for their arrival. Why did they not have a clear understanding within those 3 months? We don't want this to continue. Do they agree or not? We are now paid in full for the payment we have made of $2,561.43.

  This company is unprofessional with the way they handle their paid clients and the way they handle their business with their clients, which is why we have asked Better Business Bureau to please mediate with us. We want a clear understanding that all billing and communication have been resolved so that we can part ways with a clear understanding. 

  Sincerely,

  ***********************

   

  Business response

  11/08/2023

  BBB, 

  We do not agree, however are accepting the final payment as issued by Mr. and ************* in an effort to close this in a way they deem fair. We have offered to go back to their residence to meet as they stated in the last letter sent when issuing their short payment. (attached is what we received with their payment) After emailing them, they did not respond or supply any requested information to validate their claims. (thread below). ************* indicated in her letter with payment that the matter would be closed upon our acceptance of the payment. At this time we consider this matter closed. 

  This was our last email thread: 

  *******,
  
  Thank you for your reply. I have never met your 91 year old father-in-law nor has anyone on my team, but Im sure he is a wonderful man. I request that things are kept at the objective level if we are going to bring completion to this open item, which we are willing to do. I asked that you provide the statements from your professional painter along with photos before and after his work and a canceled check to warrant your deductions. You have not done that in this email. The photos you shared do not allow for context. (these are the photos shared *********************************************) They are extremely zoomed in to capture pin holes which is not deemed according to the National PCA standards as significant repair. It most certainly warrants a 1 min touch up though.  The hook mentioned, again, would be a minor item of patch and touch up per National PCA standards. When you sent in the short check and letter, you said if, for some reason, you dont agree with this amount.  We would appreciate your company being professionals and coming out to our home and meeting with us to explain why the job was not done properly and why you never completed the job professionally.  I have been clear in my response that I am willing to do that. We do not agree with the amount. We request payment as invoiced. I have expressed a willingness to meet with your husband. I have extended 2 days next week with a window of 1pm to 7pm that I believe should suffice for your husbands busy work schedule.If those dont work, please propose alternatives. 
  
  Ryan Hammond
  
  
  License CGC *******
  
  Mailing Address:
  ************************************************************************************;33912
  
  Physical Address:
  6400 ********
  ***************, ** 33966
  
  
  ************ (Office Direct)
  ************ (Office)
  ************ (Fax)
  www.ryanhammondinc.com
  
  
  From: *********************** <***********************>
  Sent: Tuesday, October 17, 2023 8:34 AM
  To: Ryan Hammond <*********************************>
  Cc: ***********************************;********************* <*****************************>;******* Hammond <***************************************>
  Subject: Re: Complaint on a Job at address Location: ******************************* 9/18/23
  
  ****,
  
  I have professional painter statements you are wrong. Here are a few pictures directly after your painters were done. This doesn't even include where the hook was still in the ceiling. You took advantage of my ************ and could have came back out to meet my husband when he was not working.
  
  
  ************************;
  
  On Mon, Oct 16, 2023, 10:14 PM Ryan Hammond <*********************************>wrote:
  *******,
  
  Your check was received today because I was out of town last week. The BBB reply was sent while I was out of town to satisfy the 10 day requirement they ask for.Unfortunately, the amount issued is not acceptable nor the way you subjectively decided what to deduct. I am willing to come meet with you at your property as you suggested in the mailed letter sent via ***** I am available to meet with you next week Monday or Wednesday anytime between 1pm and 7pm as I know your husband works late hours. Below are photos taken of the painted garage ceiling before and after. (more photos in the link below) Anything done by your other painter was minimal at best and not reason to withhold the elected amounts.Please provide photos of the repairs performed, the statement of work performed by the other painter along with a canceled check. We will then consider an acceptable credit, if applicable. ***** only mentions the attic access panel and trim in the email you cite below which was technically never part of the originally accepted estimate. This was installed by us and you were not charged for it. We have been fair in the invoicing submitted. As it stands we request payment in full as invoiced inclusive of the garage ceiling.  Receipt of the invoiced amount, $3186.15, will serve as satisfactory payment and we will close your project file. 
  
  Link to all photos of garage *********************************************

*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. ↩