Complaints

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Green River Builders to expand and rebuild our deck in summer of 2023. We ran into a much later than predicted start, materials were not ordered when they said they were and many weeks were work was not done at all. When work was finally progressing it felt rushed and I pointed out things that werent right along the way. They were definitely NOT familiar with the Timber Tek decking line and how to order or install properly. Within a month or two of completion I started noticing some issues but since it was winter and wasnt really using the deck we waited until spring to fully inspect and bring up all concerns. When I contacted them **** came by to look at the issues said he would contact the company get new materials and be back to fix the problem. It has been several months now of me contacting them trying to figure out when they are coming to fix the problems and all Im getting now is crickets! Like they have fallen of the map. I have no faith in this company, I dont think they are skilled enough in their trade to take on these type of renovations and feel like they just took a lot of money and ran. I will never use them for anything again and will do my very best to warn others about them as well. Ideally I would like a refund amount of $2,000 for materials and what I am going to have to pay someone else to do the work properly .

  Customer response

  08/26/2024

  Here is a copy of the top page of our contract let me know if you need anything else.

  ********

  Business response

  08/26/2024

  From what we can find on file ******** reached out to us late June possibly early July. The oldest communication we have on record around the time of initial contact regarding this matter is from July 3rd. I due know ********** initial contact concerning this matter was via phone which I **** spoke to ******** directly. To my recollection I responded immediately, by driving down to her home to see what the issue was. Upon arrival it was evident the deck board acting as the railing cap was lifting up from the post and 2 hidden fasteners on one of the deck boards were missed. On site I told ******** the plan was to resecure the top cap and install the 2 hidden fasteners. Once I left and was in the process of ordering the special order color match plugs I decided to order a new deck board for the cap and ***lace that as well. I even reached out to the TimberTech the manufacturer and started a warranty claim because I knew we had installed it per their instructions. We have the order placed for the material we just don't have it on hand. I told ******** that once we had the material we would reach out to schedule the ***airs. Then once a day or two went by she mentioned the post looked crooked which I told her we would look into that further when we came back for the ***airs.

  ******** also mentioned that during the project she pointed out things that weren't right along the way. I can only assume she is referring to the fact the initial bottom rail that was shipped to us had the predrilled holes for balusters, which were not applicable with the particular design she chose. When ordering materials such as railings we rely on the sales **** to put together a list of parts needed for the specific railing design desired. With my experience with various companies TimberTech included, various parts can be interchangeable or used in many different designs to cut down on costs. So when I saw the predrilled holes I didn't pay it much mind. Upon ******** questioning the holes that's what I provided for an explanation. But I didn't just leave it at that, I looked into it further and found out that it was indeed the incorrect part. I proceeded to spend several hours with my sales *** and a *** from TimberTech to get the right parts ordered.

  As far as materials not being ordered when said that is not a fair statement. The only materials we did not have on order were the railing parts. This is because the length and number of railing sections is dictated by post layout which the post layout is also contingent on the stair location. Which during the framing portion the stair configuration changed. ******** decided she didn't like having the stairs terminate in front of her garage door so we eliminated one set of stairs and increased the width of the other. But it took ******** a while to make those decisions. 

   Along with this response is an attachment with a string of emails sent back and forth between ******** and my self.

  Business response

  08/26/2024

  To address her desire to receive a reimbursement of ***** I will have to give it some consideration. I am not a fan of just shelling out money as a pacifier. I would rather go and address these issues ourselves and if she isn't willing to provide us with the opportunity then I don't feel she is interested in having the issues fixed. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Green River Builders to act as general contractors for a major renovation of our home. As the project progressed, an increasing number of mistakes, miscommunications, and unexplained charges have destroyed our trust in GRB. As of now, GRB has removed all of its equipment from our property and has told us they will not resume work until they are paid for work they did not perform and pay them for overage costs they never informed us about during the project and for which they still have not provided any details. This has left the status of building and electrical inspections in limbo.> Demanding payment for work not performed: GRB presented us with a contract for $124,651 to remodel our kitchen and bath and perform some other projects. However, there were instances throughout the project where either GRB did not do all that they claimed they would or we ended up doing the work ourselves, a sum adding to a minimum $9,500. Yet, *** has demanded that we pay the entire contracted price and has refused to continue work until we pay it.> Deceptive pricing practices: we made regular payments to GRB throughout the project as outlined in the contract. However, once they realized we would not pay them for work they did not do, they sent us a letter claiming that there were significant overages incurred during the project for which we were liable. GRB cannot suddenly notify us of significant extra charges at the end of a project while never telling us about them as the project progressed.> Shoddy workmanship: Numerous instances of GRB making errors in its work and expecting us to pay for it, including inaccurately measuring the kitchen for cabinets, leading to the sink not being aligned with a window, wood trim being removed and put back incorrectly, using the wrong/lower quality materials than were explained to us, and poor contractor communications leading to significant project delays.

  Customer response

  02/06/2023

  Based on the extent and nature of work not performed and mistakes made, we expect the following resolution from GRB:

  > Reimburse for a custom door leading to the basement stairs that was stated in the contract but not done (est. $3,500, based on GRB line item for similar work such as filling in a wall opening between office and dining room).

  > Reimburse for window installation in Kitchen to correct mistake of incorrect measurements resulting in sink not being located directly under window (est. $1,500 GRB based on 1/2 of the $3,000 GRB estimate to replace kitchen windows).

  > Reimburse for shower door and shower door installation to correct mistake of installing wrong shower door ($2,400 based on estimate from shower door vendor).

  > Reimburse for painting office room that was promised but not performed (est. $1,000).

  > Reimburse for fixing trim that was cut and poorly replaced (est. up to $500--per photos).

  > Reimburse for fixing or completing basement stairs if they do not pass inspection (estimate unknown, will get estimate if needed).

  > Reimburse for installation of pipe from basement to external water spigot. GRB cut the pipe but did not replace or repair (est. $800).

  > Oversee building inspection and repair any work that does not pass.

  > Schedule electrical inspection to be overseen by the electrical contractor that performed the work.

  Business response

  02/07/2023

  The unfinished tasks and touch *** that need to be completed would have been completed several weeks ago, if ****** and ************************* hadn't knowingly breached the contract that we all agreed to. In the contract it clearly states that any credits due would be handled upon the final payment after all final inspections have been completed. Even after being reminded of how credits would be handled, they still took it upon them selves to reduce the second to last payment by more than half. On top of that it was a mission to receive payment in a timely manner through out the project. Payments would be a week or more late and then on a couple of occasions post dated on top of being late. With those factors in mind we were worried we wouldn't receive payment for the final bill as well. We are not sure what inferior products ****** and ***** are referring to. We used the appropriate materials for every part of the job. There was never any mention of specific materials to be used with the exception of mineral wool insulation for the bathroom ceiling which we did install.

  We attached several email correspondences that were had between us (Green River Builders) and ***** and *****. This way every one can get a better context as to how things transpired. All we ask is for the contract to be honored and the bill that was due to be paid in its entirety. If this were to happen we would gladly come back to finish the project which we explained to ***** and ***********  

  Customer response

  02/07/2023

   
  Complaint: 19336260
  
  We are rejecting this response because both of the assertions made by GRB are entirely untrue. GRB cannot claim that any payments made by us were late because no terms of payment were written into the contract. We paid paid each invoice in a quite reasonable amount of time. We began by sending checks electronically. Once they asked that we instead give them paper checks, we began doing so immediately. As to the contract, GRB in fact violated their own contract twice. First, they did not install a door leading to basement stairs and never consulted us about it. Second, they allowed us to perform and pay for certain services ourselves (e.g., floor tiling). So, by demanding we pay the contract in full, they are demanding that we pay them for work they did not do. We have lost all faith in GRB to act as an honest, responsible business partner and are certain they never had any intention of reimbursing us for anything. They proved as much when, after we explained why we were withholding money for work we paid for ourselves they suddenly told us there were a great number of cost overruns for which we were responsible to pay. At no point prior to that did they ever mention that there were cost overruns nor did they provide estimates or change orders for those overages. In other words, they never gave us an opportunity to rethink the project based on cost considerations.
  
  Sincerely,
  
  ***** And *************************

  Business response

  02/10/2023

  Correct there was no due dates assigned to the payments but they were broken down per week of work. Meaning every week we were there actively working there would be a payment due. The assertion that we breached the contract by not installing a basement door is false. They were aware of the possibility that we may not be able to cut in a new door to the basement in the hall way under the stairs, and may need to utilize the existing closet door in the office. There is an email from ***** supporting this fact attached. There was even a discussion on site regarding the height issue with putting the door in the hall way. And the second example ***** and ***** provide as a breach of contract regarding the floor tile has much more to the story. They wanted us to provide them numbers on replacing the kitchen windows and the entry door, they also wanted to see if removing the tile work, and the cabinet install from our scope of work would possibly offset the cost of the additional work. So we provided them with a change order outlining these changes. They ultimately decided not to move forward with the windows and doors but still out sourced the tile work to there handy-man so the credit for that would be addressed upon final payment. Then in the process of their handy-man tiling he ended up changing the floor height by two inches. Causing us to have to disassemble two door openings and reframe the rough openings so our doors would fit. This extreme change in floor elevation also forced us to make two custom transition pieces where his tile ended and the existing wood floor began. Yes we would have had to make a transition piece any way but not to the extent that we ended up needing. Both of these issues were brought up to ***** and ***** on site. The statement that we are requiring them to pay the contract in full is false the payments were broke down as follows: Deposit due upon signing, then 8 progress payments for each week we were actively making progress, then a final payment due once final inspections were performed. We were on the 8th progression payment when this all transpired. Then once the final inspections were done there is the final payment where we would have had discussions of what credits there were and what additional charges were incurred.

  The additional costs incurred are not cost over runs on our end. The additional cost are a direct result of the actions and requests by the homeowners. The plumber was had to make several additional trips to disconnect, and reconnect the radiators which was needed due to the homeowner scheduling the flooring guy before we were finished with the project. We explained on several occasions there would be costs associated with the additional trips. We also adamantly advised on several occasions against having the floor refinished until we were done. Upon disconnecting and reconnecting the radiators valves had to be replaced as well. The other costs that were incurred were due to the home owner requesting our subs perform work that was outside the contracted work with out our knowledge. Said work was not known to us until we were billed. They also did not have the necessary fixtures on site when the subs came to do the ***************** and plumbing even though we specifically asked them to which resulted in additional trips for both the plumber and electrician. They also aloud other contractors to put debris in the dumpster designated for our contracted work causing us to need additional dumpsters. The additional work and materials required due to the tile installation. All of these were brought to the attention of the homeowners with the exception of the dumpsters because we were prepared to eat that cost. It 

  In the original complaint brought forth there was a comment regarding lack of communication regarding scheduling and procedures however there have been several text message conversations regarding this specific matter.

   

  Customer response

  02/11/2023

   
  Complaint: 19336260
  
  I am rejecting this response because:
  

  GRB: The assertion that we breached the contract by not installing a basement door is false...
  Our response: The inclusion of a door from the hallway into the new staircase is written into the contract. We do not argue that a conversation took place about the door. However, we were never consulted about the final decision and no change order was created to reduce the cost based on the lack of a new door. GRB is assuming we would pay the same $15,000 when a significant part of the job was not performed.
  

  GRB: once the final inspections were done there is the final payment where we would have had discussions of what credits there were and what additional charges were incurred.
  Our response: This is the heart of our complaint. *** never told us that there was work being done that would require additional costs to us, nor did they provide any change orders or estimates so we could understand and review those costs and decide whether we wanted to do the work. It was only after we reimbursed ourselves for work and material we paid for ourselves that GRB mentioned that there were cost overruns. To date they have not told us what those costs are. We dont know if it's $.50 or $25,000. This is highly deceptive and unethical.
  

  GRB: The additional costs incurred are not cost over runs on our end. The additional cost are a direct result of the actions and requests by the homeowners
  Our response: It was GRBs responsibility as general contractor to explain how much any change would cost and then issue change orders for us to approve. It is not acceptable for them to withhold that information and attempt to charge us at the end of the project. Our wood floor contractor can confirm that GRB did not assist in removal and reinstall of the downstairs radiators. In his words, they (GRB) didnt lift a finger to help me with this job.
  

  GRB: other costs that were incurred were due to the home owner requesting our subs perform work that was outside the contracted work with out our knowledge. Said work was not known to us until we were billed.
  Our response: Again, this is exactly our complaint. Given GRB was surprised when they were billed makes clear that they werent even in regular communication with their own workers. Now they are attempting to blame us for their lack of general contracting as if we were responsible for their subcontractors. It was GRBs responsibility to explain to us and subcontractors the scope of work for each part of the project. If the electricians or other subcontractors went beyond scope, it was either because they didnt know what the scope was, or they chose to ignore it. Either way, it is GRBs lack of oversight and direction that is to blame.

  GRB: They also did not have the necessary fixtures on site when the subs came to do the ***************** and plumbing
  Our response: This is provably false. We have receipts and delivery confirmations for all fixtures. There were no extra trips made by the electricians. Any repeat trips made by the plumber were due to slowness and poor oversight. Example, we clearly remember *** telling us at the midpoint of the plumbing work that the plumber would come and finish remaining work in a single trip. It ended up taking close to a dozen trips, three of which were just to install a kitchen faucet and garbage disposal. We also observed that the plumber took several trips away from the house on the days he was working.
  

  In summery: GRB abandoned the project and is demanding money from us for work they did not do and for serious lapses in project oversight. They were rarely available to oversee and give specifications to subcontractors,whether theirs or the ones we used. This led to numerous mistakes and miscalculations on GRBs part for which they want to charge us while leaving us to fix all their mistakes. 
  

   

   

   

  Sincerely,
  
  ***** And *************************

  Business response

  02/13/2023

  At this junction it seems we are going round and round in circles so we have reached out to our attorney for council on how to proceed regarding this matter.

*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. ↩