Complaints

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached summary of the extensive damages. I will forward the supporting photos to the BBB consultant assigned

  Customer response

  07/17/2024

  
  On Wed, Jul 17, 2024 at 2:30 PM *** B. <*******************> wrote:
  
  From: *** B. <*******************>
  Sent: Wednesday, July 17, 2024 7:56 AM
  To: ************************************* <*************************************>
  Subject: Complaint #********
   
  Please add these to my complaint against Paragon custom Home Improvements.  These are photos of the damage done to the MBA tub when **** installed the Roman faucet, he did not tell me he disconnected the jetted tub start button tubing, broke snapped off the grounding wire to the motor, removed the copper plumbing and replaced with shark bites and pecs (sp)  rendering the tub in operable. 
  
  A photo of the glass tile inlay in both bathrooms showing he did not properly measure or provide the measurements at the time of order and cut the glass on the top row for one bathroom bottom row for the other with a dull glass  chips, caulking and unsightly .  The hefty bag contains the parts from the jetted tub the broken grounding wire, start button.  
  
  The form he used for the glass inlay he did not provide accurate measurements at the time he sent me to The Tile Shop to determine if it would fit properly.  
  
  More photos will follow in support of the complaint

  Customer response

  07/17/2024

  On Tue, Jul 16, 2024 at 2:48 PM *** B. <*******************> wrote:
  Dear Ms. *****,
  
  I filed online a complaint uploading a 6-7 page text of the multiple problems.  Highlighted bold-faced type are the most egregious and personal safety issues he caused.  
  
  I have photographs in support of the claims.  When we spoke on June 13, you indicated I should forward them to you via this email address to ask you to include with the complaint.  Should I wait for a complaint number to reference as there will be  will be several emails with many photographs depicting the damages?
  
  Please reply to the email address or call me at the number listed below on when I should forward those to you.
  
  Thank you very much for your time and consideration.
  
  ******* ******
  ###-###-####
  *******************

  Business response

  08/02/2024

  All materials supplied were hand picked by the home owner. She picked color and style of everything. Countertops were ordered exactly to her specifications. All work performed was done with quality, and  to code (shark bites and pex are some of the most used plumbing today and are approved by plumbing code). All materials were installed correctly and to manufacturer specifications. She made the decision to flip vanity lights up. She requested the job be complete by December 1 and I was done by November 6. The shower door was installed by mid November.  There was nothing mis measured and no delays on material.  Unfortunately most of everything she is saying is a complete fabrication.  There was never any demand of payment and she was happy to pay every draw Including the final payment without issue.  The only complaint that is valid was the ground wire. I did have to remove it with the old plumbing and I forgot to reinstall. It no way was it on purpose. I would have gladly went back out to take the 10 minutes to reconnect it. I did not disconnect the air hose to the tub. Even if the air hose was disconnected it would not require a new button to be installed just to reconnect the hose. I only received 1 complaint 1 time about the floor and I spoke to her about it and she told ne the floor installer was coming out and I never heard anything else after that. It seems to me that she us making false accusations to try to receive compensation. I can provide more pictures, plumbing codes and the recommended manufacturer specifications for the materials that were installed. 

  Customer response

  08/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: **** ******** told me the countertops I selected at CBD were not available at Home Depot (I later learned they were).  He brought small limited samples of tops from Affordable Granite, never told me the supplier and I was not allowed to go to the company and select the tops.  At no time did he tell me the tops would not be rounded and cannot be rounded on the pointy corners post installation because quartz contains silica and is highly toxic.  They should have been rounded prior to installation.  I selected wideset faucets, he changed to single mount.  Affordable Granite paid and installed 2 wide set faucets because **** insisted they pull the tops . **** did not properly measure as the tub deck juts out an inch and he glued it atop the exiting tiles with a very sharp point .  He said I could not bear weight on the tub deck making it impossible to enter and exit safely.  He admits he failed to disclose he removed the copper plumbing from the jetted tub without my knowledge or consent.  He admits he snapped off and broke the grounding wire and failed to tell me that the jets would not work.  He knew I was having surgery and I could not use the tub until months later only to discover his concealment.    He admits he installed pecs and shark bites becaue he broke the grounding wire.  I have a report from an electrician and a plumber saying that it will cost $1418.00 to reinstall copper plumbing .  I already paid for the installation of a new grounding wire and start button with tube since he left the tube that sends the air pressure to start the motor on the floor of the tub and it no longer stretched to reattach securely.  He knew the whole purpose of keeping the tub was for physical therapy post surgery and knew the jets would not operate,  knew it was unsafe to install plastic pecs and removed the grounding wire on an energized motor concealed behind a heavy cabinet door.  It is unsafe to have plastic pecs near an energized motor where there is a danger of water leaking, the pecs are very close to the motor which runs very hot as I had to run a solution to clean the jets for 15 minutes.  I had to pay an electrician and plumber time to install the grounding wire and new start button and tube and they strongly advise not to use the tub until the plastic pecs are removed and the copper plumbing installed. He fails to address the other issues raised in the complaint therefore he admits.  He failed to properly measure the flooring requiring ordering more by phone the day of install and he did not remove the subflooring which in the contract I insisted he remove the vinyl flooring and agreed subflooring where needed.  Two spots in the MBA the flooring buckles.  I called him he replied by text on November 7 that it was a floating floor which is false.  Only after I called GM Flooring Amanda Roe the salesclerk who told me her boyfriend Perry installed the floor and she would tell him to call me did **** send a second text saying when he was finished with his current job he would contact me and would come out with Perry.  I never heard from him after that text.  He knew from the time of the contract that he was to complete the MBA first so the shower door would be ready for install by the time he finished the second bathroom.  He lied when he said the day he left with the final payment that the door would be installed the following business day.  I had to research every shower glass company  with the name Buckeye until I found a Todd who said **** never paid him nor gave him the money and then called me back the following day to say it would take several weeks because the supplier is in Cincinnati.  I did not have the door installed until November 17, 2 weeks after **** rec'd final payment knowing the job was not complete.  He advertised guaranteed satisfaction and he knew I was not satisfied only later to discover the extent of his negligence and willful concealment.  I detrimentally relied on the accuracy of his ad that he guaranteed complete satisfaction, that he was licensed bonded and insured and that he would return to address these issues.  I never heard from him until BBB told him I requested a complaint form.  I am awaiting the estimates from two companies on the cost of removing the quartz countertops and replacing with properly finished and rounded countertops, removing the tub deck and the underlying porcelain tiles so that a properly fitting tub deck can be installed without jagged uneven points so as to make entry and exit from the tub without injury before the plumbing can be be installed.  No reputable contractor will repair the shoddy workmanship he performed.  I have a substantial number of photo graphs that I was told to hold off on uploading by the BBB at the time the complaint was filed.  The fact that he called his negligence and fraud a complete fabrication is proof that this contractor does not guarantee satisfaction and no consumer should be misled like I was by his BBB A+ rating when he failed to inform me of issues as they arose rather misled me into believing he would return to address the litany of issues. I would like to escalate this complaint to the BBB arbitration/mediation services where I will present the additional photographs of the shoddy workmanship, unfinished unrounded quartz countertops that cannot be rounded post installation, the quotes for replacement and the necessary repainting of the cabinets caused by having to rip out the the countertops, tub deck and tiles and replace with properly fitting products.  This contractor should receive an F rating based on what he did and failed to do and concealed on this $40,000 project.  Regards,
  
  ******* ******

  Customer response

  08/06/2024

  Ms. *****, I just received verification that **** ********, Paragon custom Home Improvements, LC is not licensed with the City of Dublin nor the State of Ohio.  The State of Ohio informed me that if he or his company are not listed, they are not licensed and for residential contracting I need to verify with the city of Dublin.  The City of Dublin Building Department verified he is not registered/licensed to do business in Dublin and did not obtain a permit. The itemized estimate form Columbus Bath and Design with all the product selections included the cost of pulling a permit.  **** said a permit was not necessary (again another false statement) yet he charged me more than the CBD quote for the entire job.  He advertised in Home Mag that he is licensed bonded and insured.  He is not licensed, therefore, it is highly unlikely he is bonded and insured.  I relied on the BBB A+ rating and his misrepresentation that he was licensed bonded and insured and that he would return to address all the issues raised in the complete.  He never returned to address the flooring issues as promised nor returned my calls .  I am awaiting a return call from the City of Dublin Building Inspector  on the issues related to his removal of the copper plumbing, breaking and removing the grounding wire and removable of the start button tubing thereby disabling the jetted tub in the MBA.  I will supplement this response with additional information.  I just wanted to bring it to your attention if in your rating his business A+ that he falsely advertised he is licensed and questionable that he is bonded and insured.  Thank you, ******* ******  

  Customer response

  08/06/2024

  Ms. *****, I just received verification that **** ********, Paragon custom Home Improvements, LC is not licensed with the City of Dublin nor the State of Ohio.  The State of Ohio informed me that if he or his company are not listed, they are not licensed and for residential contracting I need to verify with the city of Dublin.  The City of Dublin Building Department verified he is not registered/licensed to do business in Dublin and did not obtain a permit. The itemized estimate form Columbus Bath and Design with all the product selections included the cost of pulling a permit.  **** said a permit was not necessary (again another false statement) yet he charged me more than the CBD quote for the entire job.  He advertised in Home Mag that he is licensed bonded and insured.  He is not licensed, therefore, it is highly unlikely he is bonded and insured.  I relied on the BBB A+ rating and his misrepresentation that he was licensed bonded and insured and that he would return to address all the issues raised in the complete.  He never returned to address the flooring issues as promised nor returned my calls .  I am awaiting a return call from the City of Dublin Building Inspector  on the issues related to his removal of the copper plumbing, breaking and removing the grounding wire and removable of the start button tubing thereby disabling the jetted tub in the MBA.  I will supplement this response with additional information.  I just wanted to bring it to your attention if in your rating his business A+ that he falsely advertised he is licensed and questionable that he is bonded and insured.  Thank you, ******* ******  

  Customer response

  08/12/2024

  ---------- Forwarded message ---------
  From: <*******************>
  Date: Mon, Aug 12, 2024 at 6:47 AM
  Subject: Re: BBB complaint ******** and Arbitration
  To: ***** ***** <**************************>
  
  
  Dear Ms. *****, 
  Upon the advice of counsel, the extensive issues and damages in this case, I decline the offer to refer to BBB binding arbitration at this time . Thank you for your time and assistance in 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. ↩