Complaints

• Initial Complaint

  12/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired the Target Group to replace 2 staircases in my home with new solid oak treads, new risers, new handrails at a cost of ****** I provided new materials for the project at an ad**tional cost of approximately ******* except for the risers which ***** said he would supply. ***** ******, a carpenter with the Target Group, came to do the work. He stained & cut the stair treads off site. When he brought the treads to my home to install, every one had been cut using the wrong angle. Every tread on both staircases has an angular gap on both sides. He banged them in anyway, knowing the treads were miscut. He **d not provide new risers as specified on the work order. There are gaps under each tread where the riser should meet and support the tread. The gaps vary in size from 1/4 to 1/2 inch across the top edge of the tread. The stairs shift & creak in use. I paid the subcontractor at the end of the installation & called ***** ***** at the Target Group. I told him that the subcontractor had not done a good job of cutting & installing the stair treads, & that he had ruined some of the other materials I had provided for the handrails & charged me to replace them. I told him I was not happy with the final product. ***** said he was sorry I was not happy but he would "make it up to me next time". He **d not look at the project or offer a remedy. A Class A contractor who saw the stairs called it a "poor installation". An engineer who lives in my buil**ng said he thought the work was "below average". ***** saw a post I made on social me**a regar**ng the work that had been done. He was here on 11/16/22, agreed it was not a good job and eventually offered to refund about 1/4 of what I had paid him. I agreed, but said I would have to pay someone else to completely redo the stairs. It has been a month since he was here. I have not received check from the Target Group. Two of the stair treads have come completely loose while someone was stepping on them.

  

  Business response

  12/21/2022

  This work was completed 3 years ago. ****** ***** paid on completion and **dn't complain. I read a negative comment on an online form last month and inquired what the issue was.

  Mrs* ***** informed me she wasn't happy with our work, why she waited 3 years to complain is the issue.

  We took this job over after another contractor or handyman who had started it and for whatever reason stopped. 

  The steps were not perfect and we **d not build them from scratch, just pieced together what someone else started. I offered Mrs* ***** a reimbursement of ***** a couple weeks ago and told her I would send an agreement by email with mutual terms that if she would be satisfied with the agreement and we would both move on.

  Our works comes with a one year warranty, If she wasn't happy she should have not paid us and brought it to my attention when we completed the work 3 years ago.

  We talked last week and agreed to the refund of *****, I made her aware that I had COVID that pushed my schedule back and would email an agreement this week. My offer was made solely on my desire to make a mends and not by obligation since she was 2 years past any reasonable time period to make a complaint. 

  ***** *****

  Customer response

  12/31/2022

  
  Complaint: 1*******
  
  I am rejecting this response because:  ***** said he was "under the weather" on Dec. 8.  I agreed to resolve the issue for the ***** partial refund offered on Dec. 2.  I have still not received anything from this business.  Latent defects with subpar work have increased.  How long should an interior staircase last before it falls apart?  Three years is unacceptable for the thousands I paid them to rebuild these staircases.
  
  Sincerely,
  
  ***** *****

  

  Business response

  01/07/2023

  I said I would refund her *****, not because she deserved it or was entitled to it, Once again, we took over the job from someone who walked off the job, and it was 3 years ago. My agreement was no further harassment in return. Before I could send the agreement she ,filed this complaint. Further harassment, costing time and points from my rating with the BBB. 

  Her complaint is not valid and she continues to talk down The Target group.

   

  ***** *****

*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. ↩