Complaints

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing this complaint due to a lack of timely project completion and fixing of verified mistakes (at gross inconveniences to the client) in the work that has been performed for my project. The contract for my project was signed in 4/21, and the permits were issued 6/10/21. After an initial misunderstanding between one of the owners and me regarding project completion, he then confirmed with me the estimated completion date for this project would be before Xmas 2021. We are now into June of 2022 and the project is still not done. After many missteps and mistakes (and too many to record here), getting the last pieces of the project done has taken an inordinate amount of time, for both initial tasks and fixing the mistakes made. Based on my experience in the last 3 to 4 months, it appears that my project has been moved to the back burner at HDC. I have contracted with HDC for the remainder of the work, outside of the porch windows/door (delivery date of Aug.) to be completed in a professional and timely manner (as well as fixing mistakes). Contract language that speaks to the timeliness of work completion has been compromised (even by industry standards). On 6/16/22, the day before the painters came to repaint the living room, I was told that HDC/ sub-contractor (painter) were reneging on their previous assurances that all the furniture would be moved (but not the piano now), so the painting mistakes could be rectified. I had my piano moved away from the wall on 6/18/22 (because HDC could not decide whether they were going to move the piano a few inches from the wall so they could repaint the wall, even though the piano needed to be moved because the wall was not painted correctly by HDC). Trying to get HDC/Painter to resolve this issue (moving piano) would have undoubtedly resulted in unnecessarily wasting more valuable time. Based on actions by HDC and comments by C., I have concerns there will be cloaked retributive behavior regarding task/project completion.

  Business response

  07/05/2022

  Hello, we truly appreciate your valued feedback about your project experience. As we have discussed onsite last week, we are currently at a point where we will now be wrapping up a few loose ends in the very near future, and then we'll just be in a holding pattern until your new porch windows arrive. Please feel free to address any new questions or concerns with your Project Manager or our Production Manager, ***********************.Tell us why here...

  Customer response

  07/10/2022

   
  Complaint: 17458013
  
  I am rejecting this response because: The arc of this complaint filed is two-fold: project completion and billing adjustment.  The latter was not addressed by HDC. The nature of this complaint necessitates communication with HDC owners, not production and project managers.  This is not just a matter of wrapping up loose ends; time delays are a major component here.
  
  August 2021- HDC said approximate project completion was December 13th
  October 2021- cement footing/foundations poured a month late due to sub-contractor illness; HDC had no secondary cement sub-contractors
  October 2021- HDC said services would be stacked because of the delay in the cement pour; services were NOT stacked
  December 2021- cement pillars for porch poured as cement contractor did not pour pillars when he poured the other cement in October (as he was supposed to)
  July 2022- here were are, still not done
  
  Several of the inefficiencies and errors:
  
  No notice to move satellite dish for framer to start work
  
  Fire box installed off-center- corrected after time consuming delay
  
  Brackets for closet rod and shelves not installed in studs, rod and shelves came out of wall- eventually fixed after time consuming delay
  
  Skylights in addition build off center by 4 inches- eventually corrected
  
  Hole for outside porch light cut off center- in progress
  
  Windows in south wall extension: one is one inch closer to the corner than the other
  
  Living room paint had flashing and north wall with many drips and divots - corrected after time consuming delay; original painting in January the walls had not been prepped even though contract said so, so they had to come back
  
  Two different occasions told I would have additional cost- it was in the contract, action already covered by the contact
  
  Saying something and then taking it back (i.e. what can be done to minimize the ** vent appearance, stain choice, moving piano for the re-painting of living room)
  
  Windows and door for porch not in until August; a huge factor in this delay is that the porch pillars were poured late and therefore framing was delayed and the measurement for the windows could not be done until framing was done
  
  
  HDC has not adhered to the contract in regard to the timing of task/service completion.  My time as been abused, not respected.  As more and more time passed, my depression and anxiety regarding this project increased exponentially.
  
  A significant billing adjustment needs to be applied.
  
  Sincerely,
  
  ***********************

  Business response

  07/13/2022

  ****:
  
  
  Thank you for your recent feedback via the BBB Custom Comment exchange. This is **** Hogan, COO of Hogan Design & Construction. My priority today is to make this right for all ASAP. To do that, I would like to suggest the following; upon completion of the project  I would like to schedule an in-person meeting at your home with ***** ****** **** and myself to address all of your concerns and, more importantly, to rectify and resolve the project completion and billing adjustment issues that currently exist. As I work very closely with my brother *****, the owner of the company, I can assure you that I speak for ownership and management. Collaboratively, my singular goal at this time is to rectify this situation in the most immediate manner possible.
  
  Thank you for your consideration. 
  
  
  **** Hogan

  Customer response

  07/15/2022

   
  Complaint: 17458013
  
  I am rejecting this response because more info. needed:
  

  ****:
  
  I like your suggestion to meet in person, thank you; however, there are details to address.  You stated you would like to rectify the situation in the most immediate manner possible, but you also suggested this happen after completion of the project.  The porch windows and the porch door are scheduled to arrive some time in August, which could be at the beginning of the month or at the end of the month; this somewhat impacts an immediate manner.  Also, while I have no doubt of your authority to speak for ownership and management, I am concerned that the idea was to meet with you and others (****, **** and *****), but not *****, owner of ***.  His interest in this situation should be the same as yours.  To that end, I would like to meet with you and *****. I very much appreciate your suggestion that you travel to my home to meet here, but I would like to meet with you and ***** in the *** office.  Furthermore, since scheduling a meeting and project completion are both fluid right now, to resolve the project completion and billing adjustment issues that currently exist means payment/payment adjustments/credits etc. should occur within ten days after the meeting or the project completion, whichever occurs later.
  
  Sincerely,
  
  ***********************
  Sincerely,
  
  ***********************

  Business response

  07/18/2022

  Thanks **** for your reply.

  The people whom I suggested attending this meeting are the people who had direct involvement in your project. I am sure we can make arrangements to have ***** included in this meeting at our showroom but he would be more of a bystander in this meeting as he has little knowledge of the details of your project. That said, I still think that setting the meeting for after the completion of the project is going to make the most sense so that all expectations for the project have been completed and all of the final details wrapped up. I will have *****/**** keep me posted on the timeline for the window/door install and will reach out to you as soon as they lock in the install date and completion date.

  Thank you again for your response and I look forward to wrapping things up on your project.

  **** Hogan

  Customer response

  07/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the suggestion by HDC to meet after project's end is satisfactory to me at this time.
  

  Hello ****,
  
  I agree for us to set a date to meet after the project is wrapped up.  Thank you for understanding the import of Brians attendance at the meeting.  Before we do meet, I would like *****, the owner, to be apprised of the details of my project.  My understanding is that you will reach out to me to set a day and time to meet after ***** and/or **** notify you of project completion.  Upon reading your response, I am not sure of your meaning about other individuals attending the meeting as well.  If you still intend to have them at the meeting along with you and *****, I would like to note that my direct verbiage could spark a plethora of defensive commentary and therefore result in a non-productive meeting.

  
  I look forward to hearing from you after project completion.

  
  Sincerely,
  
  ***********************

*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. ↩