Complaints

• Initial Complaint

  09/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 17 2022 I signed a contract with Professional Home Improvements to have my metal roof replaced. I paid half of $******. With the understanding that I would be responsible for any extra if decking needed to be replaced. I also was assured that they would give us a scheduled time so my third shift husband could take vacation during the project being done. That the project would take about 10 days, give or take. This turned out not to be the case, They were suppose to work through the week of ****, they showed up ****, and the crew had not been informed of our Schedule. The week of the 25th they only showed up on the 25th, told us they would be back on the 27th, but we didn't see them again for over a week. I called P.H.I multiple times, was told the guy I had been working with no longer worked there and was told rather rudely that they do not schedule roof work because of weather (the weather was perfect that week), and it was our fault for asking them to leave in the early afternoon on the days they weren't even suppose to be there so my husband could sleep for work. From then on they only showed up every few weeks for a day or two, and without any warning. I have called multiple times, but it never seems to make a difference. we only saw them one day in July and one day in August. It is now September and the roof isn't finished, I haven seen them since August 9th. The crew has also taken one of our tool battery chargers and a 100 ft extension cord, which I have called P.H.I about, but have not had these items returned, or called about them being returned. I have paid *****. for the deposit and another *****. for the Decking. The contract was for ******. At this point I would like to end the contract, not pay the remaining balance of *****. and find another company to finish the remaining work.

  

  Business response

  09/21/2022

  Job started with some problems getting material. Shortly into the job we discovered the need for plywood on the roof. That brought a delay & greater difficulty for the job. ***************** requested we not work during the day when her husband was asleep. Men started other jobs & just filled in this job when possible. ***************** knows the job was 99% complete for several weeks, we were waiting for 5 pieces of trim to get made at the metal shop to finish the job. We picked up metal & job is now complete. Even though the job was a difficult one we worked with what we had to work with. It's hard to work on a job when you can only work part time. ***************** owes a balance & is due & payable. They are very nice people & we did our best to make them happy.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted this business in sept, 2020 for a master bathroom remodel, sold to me as a 1 1/2 week project once started. Take out corner shower, install walk-in unit, bedroom and back room flooring. Demolition took place in November, then wont see anyone for weeks at a time, left front door unlocked during this time. Didnt have a working toilet for four months, running water and vanity took six. Kept getting excuses, PHI blaming contractors, contractors blaming PHI, spread too thin, covid, weather, vehicle trouble, etc.. Floor tile put in and grouting was removed too soon so edging on tile is exposed. Ceiling where old walls were anchored to ceiling werent prepped correctly, kept trying to cover with more ceiling texture which now has developed cracks because it is so thick. Where walls where taken off ceiling, even after texturing, is still very prevalent. Was sold a high efficiency exhaust fan system ( new shower) for $900.00, watched them take down my old unit from ********** I had purchased for $120.00 and installed the same one, didnt even replace the housing. Asked where it came from, ********** and it was not wired correctly, light/ fan switch, argue this point with PHI. Closet shelving was supposed to be 24w x 24d x 48h and I received a 12 x 12 inside a 52 long closet. . It was painted in place so to remove closet walls will have to be repaired. Shower doors where finally installed in August of 2021, again while I was at work, flimsy glass which didnt look or fee safe, I immediately contacted PHI and was informed that was a standard install. Installed on a Wednesday and four days later my son was getting out of shower, sliding door completely imploded cutting his feet and back. ContactPHI/glass supplier upgraded replacement at no charge, PHI charged, $800.00. Want me to hire a handyman so they can wash their hands of this, threatened me with a lien on property. PHI last here in Jan, 2022 for ceiling fan/ trim painting. $2500 above original quote!

  

  Business response

  04/19/2022

  List of true facts about this job, the customer was never told a starting date or told this was a 1 1/2 week project. Problems caused by customer at the start of this job, Over 2 week delay as a result of customers son having COVID. Then another 2 week delay because the customer got COVID. It took over 4 weeks & several phone calls from our office staff, subcontractor & the owner ********************* to finally get a paint color for the bathroom, Just like our time meant nothing.  2 1/2 weeks & several phone calls to get the tile picked out. Tile, edges & ceiling were inspected at the job site by Professional Home Improvement staff & subcontractor. Three different workers addressed the ceiling fan issue. Closet shelving, molding around new floor, shower door & backsplash were not included in the contract. It is unclear why the customer states he was charged $2800.00 when he was charged $800.00 additional the he asked for. There is high question as to the damage to the shower door, they don't just explode. It was safety glass & we heard nothing about any cuts or injuries to the customer's son. The customer mentioned several times to workers, office staff & salesmen that he paid too much & wanted money off. The workers that did this bathroom has done over **** bathrooms, tile jobs & are very skilled in their trade. The pictures sent to BBB show molding along floor that was not included, shelving in the closet that was not included & a smashed shower door that was not included. As always we work hard to keep the customer happy & satisfied. We have met at the house & addressed issues with the customer. We expect to get paid in full the balance of the contract plus $800.00 additional for items added by the customer. Lien has been filed. Interest & carrying charges continue to accrue. All three credit bureaus will be contracted if balance is not taken care of. Collection costs will also be added. If there is a flaw in the ceiling he may withhold $100.00 to correct. We have been more than fair with this customer & we expect him to be fair in return.

   

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