Complaints

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CMS Solutions refuses to take responsibility for lack of scope completion to signed contract, then told us we had to pay someone to remedy the solution because we were told the incident was a known risk. We contracted CMS to pour a concrete patio extension. The signed agreement included language about irrigation work (referencing capping sprinkler lines in area to be poured) that did not include any written risk of decision to proceed with the project as recommended by contractor. In our request for pricing and proposals, the contractor did not mention these risks (line breakage) but claims he did verbally. Neither my husband nor I were able to recall this severe risk being stated. The only recollection of discussion on irrigation work was related to cost associated to move existing lines. We all agreed if there was no code requirement to move them, or no major need to do so, we wouldn't pay for the work. After the concrete was poured we noticed the irrigation access cover in patio- reached out to contractor to ask if that was normal. He stated that we opted into that placement by not having the lines moved. Days later we needed to run our sprinkler lines-from initial view it appeared as though a cap had been broken by the concrete weight. We reached out to the contractor to ask what was happening to be told verbally over the phone this was a known risk and CMS claimed no responsibility for the damage. We ended up learning after consulting the CMS irrigation reference, City of Wylie Water department, and 2 other irrigation companies that the referenced "irrigation work" in our agreement should have included moving the lines, per their knowledge and experience. We checked camera footage (mp4) and photos from the day of the work being conducted at our property. There is evidence to suggest the contractor didn't manipulate, cap, modify the sprinkler head in the area of the break per contract. We have reached out to notify CMS of evidence & have been ignored.

  

  Business response

  06/15/2022

  Business Response /* (1000, 14, 2022/05/09) */ ******, thank you for your feedback. Unfortunately, the weight of the concrete can cause the sprinklers to bust regardless of being capped. We sent our irrigation reference to fix the issue as soon as it was brought to our attention. We will use this response to improve our contracts in the future for better understanding. We are sorry for your bad experience and we apologize that you were not satisfied with our services. Consumer Response /* (3000, 16, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) In last comment from CMS, business is referring to another break (line break, not sprinkler head) their team caused, and repaired in timely fashion, with no issue. If the sprinkler head was repaired, or lines rerouted to remedy issue, I would not still be engaging here. Business is neglecting to acknowledge they did not cap sprinkler as contracted, after verbally and over text confirming the process their team intended to take prior to completion that would result in a satisfactory outcome with patio creation. We would be happy to show photo and video footage (attached) confirming sprinkler head area not disturbed prior to concrete pour and do expect CMS to pay for the additional irrigation work to remedy sprinkler system. After speaking with 3 different irrigation contacts and reviewing this last comment from the business, it is evident the CMS team either forgot to cap the sprinkler or, more likely, didn't care to-nor intend-to make effort to complete contracted scope based on above comment "the weight of the concrete can cause the sprinklers to bust regardless of being capped". When asked if moving irrigation lines prior to contract signature was required, Cherokee stated "no, it's not required". To any consumer, why would someone pay for additional work not required unless given sufficient reason to otherwise? We do still expect CMS to pay for remedy solution by vendor of our choice. We wholeheartedly expect CMS to advocate for their work at full scope and projects with their future customers on why certain work IS in fact required to be included in scope regardless of personal thoughts on job, lack of permitting, or an "it'll be fine" mentality. Including risks into scope of opted out line items on an invoice would ensure all parties understand risk associated with job contracted. Regardless of this advice, CMS did not perform actions completely within scope of our contract and we do hope to see a resolution agreed upon within a week.

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Almost a year ago, I hired CMS (********'s business) to do a kitchen remodeling. After much longer than quoted time the kitchen was completed. During the process they broke/misplaced 1 of the under cabinet light covers and he agreed to order a replacement and install as soon as they received the covers. Additionally, a few days after completing the kitchen, the caulk around the new counter and backsplash started to crack. I mentioned this to ******** and he said he would fix when replacing the light covers. Kitchen was completed end of April / beginning of May. He stopped responding to calls, texts, and facebook messages around June time frame. He immediately answered the phone when I called from a different phone but stopped responding thereafter. Appeared to got some traction and promised that he would warrant the repairs but never really got to it. Excuse after excuse. At some point, I added a comment to one of his posts in facebook with pictures of my kitchen (which got deleted) and got his attention. Promised to repair but this never happened. His latest excuse is that he just got a new phone and doesnt know who I am. I have records of every single text message and tireless efforts on my side to get this repaired. I am attaching images of the cracked caulk and invoice of work as proof of contract with him. I would like to get a refund for the repair work (parts and labor by a third party) to remove existing cracked caulk and replace with new high quality caulk material. I would also like for him to remove the pictures I took from my kitchen remodel from his website and facebook which he has been using for his advertisement.

  

  Business response

  06/14/2022

  Business Response /* (1000, 15, 2022/05/09) */ Thank you for your feedback, ****. We were sure you loved your new kitchen remodel after completion. We are sorry that the caulking did not meet your expectations. We are known for our close attention to detail and we are sorry that you did not have a good experience. We will certainly use this feedback to do better in the future.

*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. ↩