Complaints

• Initial Complaint

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a contract for the total remodeling my hallway bathroom on February. 1, 2024. Contract states job will begin within 30 day of signing. Also promised to bring countertop samples to my house. Twice the Contractor's Rep did not have my measurements for floor and shower tile. Once I selected the tile, I requested a start date. Contractor said they had other jobs. I told them that if they did not have a start date and countertop samples to my home by March 22, 2024, I wanted my $7,000 deposit back and out of this Contract. Later Contractor refused to return my deposit and schedule a start date for May 1, 2024. My house will not be available in May. I contracted for a Winter job, not Summer. This contract stated work was to begin within 30 days.

  Business response

  05/08/2024

  
  In response to the BBB complaint by ****** ******
  
  On 2/1/2024, our sales representative contracted with Ms ****** to remodel the bathroom in her home. A copy of the actual contract and a typewritten version of the body of the contract are attached (to this response). As mandated by Maryland Law, our contract contained a five business day cancellation period, ending at midnight on 2/7/2024. On 2/8/2024, our Senior Kitchen & Bath Measure Technician visited Ms ******' property and took all required measurements for her project. Ms ****** was directed to make her tile and material selections as soon as possible.
  
  To better serve our customers, we only transact on deposits once we have had a measure appointment and are ready to expend hard costs towards their specific project. On 2/16/2024, we transacted her deposit via credit card ending in 2483, and processing was completed on 2/17/2024. Once the payment was approved, we dispatched our master plumber and electrician to attain the proper permits. This marked the start of her contracted project as defined by Maryland law. 
  
  At the same time that our administrative staff accepted and approved the contract on 2/17/2024, commissions were paid to our sales and marketing departments. We also incurred the cost of the permits mentioned above. At this time, Ms ****** received value for her deposit payment.
  
  Ms ****** indicated that her availability did not permit her to visit the recommended Tile showroom closest to her. In response, arrangements were made with our distributor to stay open after hours to accommodate her. Despite her canceling the first appointment and showing up one hour after closing for the rescheduled appointment on 2/22/2024, we made every effort to assist her. We have attached the email thread between the tile showroom and Ms ****** showing the numerous selections that were made. 
  
  Inexplicably, in the last message in her email thread with the tile showroom (not to Green Solutions Remodeling), she indicated that she was going to cancel the project. This occurred on 2/24/2024, 17 days beyond her legal right to do so. The following day, 2/25/2024, we received an email requesting a cancellation because of her inability to get to the tile showroom she had already been to, as you can see from the attached supporting documentation. 
  
  We responded to her cancellation request on 2/28/2024, explaining that the contract was legally binding after the cancellation period. As a result, we started expending money and resources in preparation for the start of her project. At that time, we offered to refund the funds that had yet to be expended and to retain only the hard costs we had already incurred, forgoing our right to seek the lost profit that would have been legally due to us. 
  
  After our response letter dated 2/28/2024, another member of our production team spoke to Ms. ****** by phone and offered to, and later did, meet her on Sunday, 3/10/2024, at a different tile showroom so that she would be able to make more selections at a time and date convenient to her. The selections were made on a Sunday; the next day, 3/11/2024, she contacted us, stating that she had changed her mind. Ultimately, Ms. ****** made her selections on the tile. When asked when we could start the job, we responded that we required a faucet selection and gave a detailed explanation of why we needed this before the job started. For the record, we never received a final faucet selection. 
  
  In further correspondence on 3/19/2024, Ms ****** questioned when she would see her countertop selections. In correspondence sent on 3/20/2024, we explained how the countertop selection process works during installation. Ms ****** also claimed that the project was to be completed by 5/1/2024. However, no verbal or written record indicates a specific completion date or a request for completion by the date above. Please reference the reverse side of the attached contract (Document: 'Contract Front and Back' line 5) for the expected time frame for start and completion. 
  
  The obstacles Ms ****** claims are her own making and have been made intentionally to cancel her contract, well outside her time frame to do so, for reasons known only to her. Her characterization that we were not living up to her contracted agreement clearly shows to be untrue in all supporting documentation provided by both parties.Thank you in advance for your time and consideration in this matter. We await your response.  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 17, 2021 I agreed for services with Green Solutions Remodeling for the replacement of 2 sliding glass doors and one bedroom window for a total of $5,895. On this date, a down payment of $1,800 was remitted. Services were finally completed on December 20, 2021 in which the remaining payment of $4,095 was remitted. On February 8, 2021, I requested an electronic copy of my contract and down payment receipt. In turn, the Bookkeeper/Office Manager emailed me a copy of my contract along with the note sheet that detailed the cost of labor and supplies for my order. The note sheet detailed the job as costing $3,515 - which is $2,380 less than what I was charged/paid. I reached out to the Supervisor/Manager that I have been communicating with throughout my order process and he confirmed that the second page was a note sheet, but when I requested an explanation of being overcharged, he stopped responding. My compliant to request a refund in the amount of $2,380 - the amount that I was overcharged.

  Business response

  03/07/2022

  Business Response /* (1000, 7, 2022/03/01) */ Regarding case #******** Green Solutions Remodeling, LLC was contracted to provide services at the home of Ms. A*****. Upon completion of the job, the customer called to the office to ask for a copy of her contract, we happily obliged. There was a clerical error in which the salesman's notes and estimates from several different vendors were also sent to her. These are notes for the salesman to compare prices from different companies and to get an idea of how much the services will be. Whether these notes were complete or not is irrelevant as there is a complete and legal binding contract between Green Solutions, LLC and the customer. The customer paid her balance in full with no objections. Green Solutions always try to provide quality service at more than reasonable rates. R****' N**** Bookkeeper 410-592-3909 *****.greensolutions@gmail.com Consumer Response /* (3000, 9, 2022/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has admitted in their response that the salesman recieved quotes of the real cost of the service. The quotes were less than what they charged me. The company has admitted to overcharging me. As requested, I want a refund.

*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. ↩