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Complaint Details
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Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
To begin my large project, I started looking for a contractor in February 2024. I reached out to Ed from SL Construction, who promised they could handle all aspects: a replacement patio, a replacement driveway, and a new second-story deck. In keeping with my request Ed assured me that all work would be done legally with the required permits. On March 5th, I sent Ed the survey map for permit filing. Scott Ladue, the owner, didn’t visit to finalize deck details until March 25th and never provided the promised diagram. Work on the patio began on April 9th, but Scott suggested a costly change (which made sense), nearly doubling the job's price. But, his dismissive attitude about my cost concerns was troubling, especially after a significant down payment. The crew disappeared for a week; when they returned, Scott claimed concrete needed to harden before deck work could start. On May 10th, Scott questioned if a permit was needed, contrary to our previous agreement. He said he would file the paperwork, but I later found that the permit application was incomplete, missing crucial details like stairs and driveway expansion. Due to the missing/incomplete permit, work was halted as per city regulations. The asphalt subcontractor came unannounced on a Sunday morning after two weeks of silence from SL. The bad concrete pouring caused water pooling against my house; SL Construction ignored my issue with this. By July 12th, SL claimed permits were approved, but the permits were inaccurate and no city inspection had occurred. The city inspector confirmed issues with the concrete and missing footers on July23rd. After a week with no response from Scott, I sought to dissolve our contract and requested a refund. Now, I face the cost of removing and redoing the work, delaying my project by a year. What began as an exciting project turned into a stressful and disappointing ordeal.
Business response
08/23/2024
We appreciate you bringing this customer complaint to our attention. At SL Custom Construction LLC, we take all customer concerns seriously and strive to provide high-quality service and maintain open communication throughout our projects.
We regret that Mr. **** has experienced dissatisfaction with our services. While we believe there may have been some miscommunication during the course of this project, we are committed to addressing and resolving any legitimate issues.
Our records indicate that we made efforts to communicate with the customer regarding their concerns. However, we are currently in the process of gathering comprehensive documentation, including communication records from our service provider, which may take up to two weeks to obtain (according to ******** our phone carrier).
We are more than willing to work directly with Mr. **** to address his specific concerns and find a mutually satisfactory resolution. We would appreciate the opportunity to review the project details thoroughly and discuss potential solutions with the customer.
If Mr. **** is open to further discussion, we kindly request that he contact us directly at (585) 704-1187 or elicia@sl-custom.com so that we can schedule a meeting to address his concerns point by point.
We value our reputation and are committed to customer satisfaction. We look forward to the opportunity to resolve this matter in a fair and timely manner.
Sincerely,
Elicia P*****
On behalf of SL Custom Construction LLCBusiness response
09/27/2024
I think that would be a fair resolution. but that would require no refund of any kind and we would request any and all negative social media be removed and a positive review posted on Facebook google and BBB stating that their was a issue and we were able to come to a reasonable solution for all parties and if this continues then it would be consider slandering. also we would request that you are on site while all work is being completed and a sign off at the end of the project stating that you are fully satisfied with everything and the contract has been completed. if we can all agree on this then I would like to get you on our schedule and keep moving forward as we are getting into colder weather we want to make sure your request are completed on a timely fashion.Customer response
09/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will agree to edit my reviews to reflect the resolution.I cannot guarantee that i can be on site for the pours, as i have to work. I am hoping to arrange that the architect will be there for the pouring of the piers, and the city inspectors will have to check them as well; i believe they will also have to check the grading of the slab. I am working with the architect to get the plans to the city this week.There should be no problem fast-tracking the building permit. As soon as that happens,I will get everything over to you and Scott, and then you can schedule the work as your time allows. As far as the sign-off goes, I am willing to do that once it rains and there is no sign of water leakage in the basement - I believe that is reasonable considering the previous issues. If that's all above board to you, i will be in touch soon with the architect's info, the diagram, and god-willing, the building permit.
Regards,
******* ****
Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We hired SL to complete a fence, retaining wall, pool deck and pool bar - work ended in June of 2023 8/2023 - repair of fence gate doors - as it would not open and shut - they cut the bottom off 9/2023- another repair of fence gate doors as they would not open again, - again they cut the bottom off 3/6/24 - contacted SL related to fence moving on its own, mold and water damage to the wood due to the wood being placed in the ground. - Response was that it was our fault for not treating the wood with in 6 months of completion, stated they would be out to assess 3/13/24 - no response from SL - except to say that they have been busy and will be out 3/27/24 - Reached out again, to be told that the office staff has been in an out of the hospital and that was a reason for the delay. 3/27/24 - Attempted to speak verbally to owner Scott L****, he was swearing and yelling and stating that there was nothing wrong with the fence, even after we received 2 independent estimates that state the whole thing needs to be replaced. Requested refund in the amount of 10,000 - he said no. 4/5/24 - My husband decided to give them one more chance to come and assess as we have a lifetime warranty on the work. Scott L**** stated that they would be out on 4/9. 4/9/24 - Scott L**** was a no show, claiming the rain prevented him from looking at the fence to determine the repairs and stated he would be out on 4/12/24. 4/12/24 - No show, did text around 7PM that a worker was injured and that was why he could not assess our fence. He was given until 4/26/24 to send the $10,000 we paid for the fence so that we could have another company replace it. 4/26/24 - No money was sent and zero communication at this time.Business response
07/17/2024
Received a call from the business and this was relayed:
We have resolved the complaint with the consumer and they are satisified.
Customer response
07/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *********
Initial Complaint
10/19/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had a very bad experience with Elicia and Scott of SL Custom Construction. On September 8, 2023, I paid a deposit of more than $1600 to get my porch replaced along with steps and rails. After several email communications and phone calls with Elicia, the company failed to complete the work. They also have not returned my deposit after requested. They stole my money, and their acts are criminal.Business response
11/27/2023
Business response states that they have refunded the consumer.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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