Complaints

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired this company through a series of recommendations for an emergency renovation due to a water leak in the kitchen January 13, 2024. As of July 5th, the work is not complete and I have been displaced the entire time. I have not been given any real justification as to why a project that would take 1-2 months has dragged on for now 6 months. Additionally, the company filed a mechanics lien on my property on June 21, 2024 with no warning, no communication, requesting the final payment (which cannot be paid until there is a certificate of completion as a standard insurance policy). *** made numerous unsuccessful attempts through phone and email to contact ********************* for the rationale behind the lien (which was filed inappropriately and prematurely) and a solid timeline on completion of the project. As of July 5, 2024, ********************* or any management at BID have been unresponsive to my numerous requests for a meeting while the project is sitting incomplete. As a military veteran on a fixed income, this has placed undue financial and emotional hardship on me and my family and we would like a resolution immediately.

  Customer response

  07/08/2024

  I have just added the fraudulent mechanics lien. The business received all payments on time with their staff handling the checks that have both mine and my mortgage companys name in them. The invoice attached as the last page shows the business has received their monies but are now refusing to respond to my requests. Now, there has been zero contact from the business for seven days.

  Business response

  07/25/2024

  Greetings,
  
  Firstly, we wish to express our gratitude for your patronage. Secondly, regarding your concerns, the project timeline is influenced by various factors, including but not limited to, the duration for insurance carrier repair approvals, project scale, and vendor schedules. In your instance, final approval from the insurance carrier was not received until mid-May. Subsequently, we arranged for movers to clear household items, enabling us to commence work. Our vendors, such as movers, countertop fabricators, electricians, and plumbers, often have schedules booked weeks in advance, and we must align with their availability. Despite our efficiency in coordinating these teams, completing a project of this magnitude takes time. We recognize the inconvenience our customers face due to insurance losses and aim to restore your home to its pre-loss condition swiftly; however, reconstruction is a process that requires time. Rest assured, we are working as quickly and efficiently as possible and value your patience during this period.
  
  Regarding the lien, after storing your household goods at the moving company, you engaged another mover to collect them, indicating a move to another state, possibly **************. The lien was implemented in compliance with Tennessee law to secure full payment upon job completion. We did not demand full payment before finishing the work. Once the project is finalized and payment is made, we will promptly release the lien. In conclusion, we want to reiterate our appreciation for your business and our commitment to diligently complete your project as soon as possible.
  
  Best Regards,
  
  *************************

  Director of Operations

   

   

  Customer response

  07/25/2024

   
  Complaint: 21946064
  
  I am rejecting this response because your response contains inaccuracies and lacks accountability for how poorly the project was and continues to be handled. I, as the client, did not have visibility on the various factors you listed minus insurance-related items that can influence a project timeline. When I reached out to vendors (countertops and flooring) for updates I could not receive from my PM, the response was consistent that BID was the hold up. However, rest assured my insurance carrier was never a factor. You state that final approval from my insurance carrier came in mid-May but fail to acknowledge that the first claim settlement along with a check for the initial estimate was received January 28, 2024 with another check for a supplement provided February 28, 2024. What was relayed to me is that your PMs and actual workers were overwhelmed with a large caseload. As the client, I should not bear the brunt of poor case management.
  
  Furthermore, my complaint with the lien was and still is the refusal to communicate with me, that you would take legal action (filing a lien with the county clerk) against me with no warning, no communication to address your wild assumption that I would not pay the final bill when you already received $40,000+. My request to retrieve my belongings (in June 2024 which by your PMs estimated timeline, the project should have been complete) should have never resulted in a lien that contains language that unpaid work was completed as of June 13, 2024. All calls and emails have gone unanswered to this day and the project remains unfinished. 
  Sincerely,
  
  *****************************

  Business response

  08/14/2024

  Job is Complete and we are still awaiting final payment of $7152.03. Once we receive payment we will release the mechanics lien. The sink she selected did not arrive until 7/10. Countertop fabricator could not finish installing tops until it was on site. The sink/tops were the final piece we were waiting on for 100% completion.

  Business response

  08/14/2024

  Date Sent: 8/14/2024 8:42:24 AM
  Job is Complete and we are still awaiting final payment of $7152.03. Once we receive payment we will release the mechanics lien. The sink she selected did not arrive until 7/10. Countertop fabricator could not finish installing tops until it was on site. The sink/tops were the final piece we were waiting on for 100% completion.

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I concur that the project was finally completed July 28, 2024 (over 6 months in total) and as such, will be paid the remainder of the balance with full expectation that the lien will be removed promptly. 

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

  , TN 38103

  
  

• Initial Complaint

  10/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received an invoice for final payment. Tried to pay majority of that minus the amount withheld to finish job. Company refused to finish job and gave me an invoice for completely different and higher price. I want to be done with company and they refuse to take check and give me a receipt for correct final payment

  Business response

  11/01/2023

  Multiple attempts to collect the initial approved amount resulted in customer refusal to pay unless we put Final Bill on a receipt.  We cannot put Final bill on the receipt due to the fact we are waiting on supplements to be paid out. On a recent conference call with the customer, she stated what was not complete and it was cabinet touchup from a stress crack in the paint and an alarm door contact which we cannot install due to the fact that we are not licensed alarm contractors.  She also stated that some insulation in the attic was not replaced but we have pictures clearly showing a different style of insulation was replaced by us.  We have gone above and beyond and worked diligently to complete the original scope of work from the insurance carrier as well as got additional items approved and that work was completed. I have attached the initial insurance scope of work which she has received the funds from insurance. I have also attached the complete scope of work that we completed which we are still waiting on the insurance to release funds for.  At this point we have completed all the work prescribed in both scopes and customer is still refusing to pay. See attached job photos. *********************************************
  
  
  Please note: this account has moved to litigation. The customer has refused to pay anything, and the job is complete except for a cabinet touch up that she will not allow us to complete. Our lawyer is going to create a letter and once complete I will attach to this thread.
  
   
  
   
  
  *********************
  
  Chief Operations Officer
  
  ************

  Customer response

  11/04/2023

   
  Complaint: 20738347
  
  I am rejecting this response because: this is untrue. I have attempted for weeks to pay them and they refuse to give me a receipt. I have emails stating I have their cashier check in their business name. They refuse to receive and give a valid receipt. The insurance company has no knowledge of any approved supplements from the company. I am trying to pay them based on their provided invoice I received in September not the one the recreated in October for way more.
  
  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. ↩