Complaints

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  we hired them to finish the interior and some exterior work on are new edition framing insulation drywall plaster coax cable electrical rough-in and door and window installation also soffit and fascia on house are drywall has big spaces in between sheets and a lot of little pieces they taped the seams and put no joint filler in just mudded over top of everything one-week later plaster already cracking you can see screws and taps joints everywhere they installed latter to attic that rubs when pulled down they put walls in wrong place and charged us to change and do them were they belong drywall around windows they drilled two holes threw are brand new roof thats only *** on 2 months right threw the valleys so tin has to comeback off to repair removed gutters to replace fascia and boards and ***t new drip edge all to heck and there is a lot more this job started on 4/17/2023 and they fired us on 5/24/23 i don;t no how they can fire us when we hired them this was a ****** plus job with three instalments made we wanted to meet with him on a monday to voice are concerns and what we wanted fixed he said he would we gave him another instalment and th next morning he said we breeched are contract because we didnt pay him on friday now he just tells us somebody from his team will be contacting us he also charged us for the meeting and to write the breech contract email

  Business response

  06/22/2023

  To Whom it May ******************* listed customer, *******************, has never been contractually engaged with Happy Home Remodeling,LLC.  As we understand it, *** is the live-in boyfriend of one of our active clients and has no legal connection to our client, or the remodeling agreement / project in question. As such, we feel this complaint should be immediately disregarded by the BBB. 
  
  Regarding the actual project details, ***'s girlfriend's remodeling agreement with Happy Home Remodeling, LLC is still active and enforce as of today, 06.22.23. Our client's original remodeling agreement is a time and materials contract based on an estimated cost of $34,480.00 of which she has paid $25,500.00, and has received lean waivers from us stating that amount. Our agreement states there will be progress payments throughout the project. Our agreement also states our ability to charge the client time for client meetings, sub-contractor management, inspector management, project management,etc.

  Our team began the project by coming into another contractors 1/2 finished home addition.  Our agreement was to demo part of the existing house, and take the demoed portion and 1/2 finished addition through to completion, approximately 840 square feet. Our team framed (and reframed other contractor's bad work), insulated, vapor barriered, hung drywall, and plastered approximately 840 square feet of home interior as well as soffit and fascia tear off and replacement, window and door install, etc in 290 hours of labor.
  On the first day of beginning construction work on the project, our crew walked in expecting to spend the day doing demo per our agreement.  When they got there, they found the client did the demo work they contracted us for in the hopes of saving money on the project.  Off to a bad start and the relationship only got worse as the client's behavior deteriorated.  Our client decided to start painting our plaster work before it was completed...and we were contracted to paint. The client made every effort to try and reduce costs, including requesting our team pile garbage in their yard  so she could burn it instead of getting a dumpster. There were numerous changes to the scope mid project (resulting in more labor hours), insults and criticism towards us regarding in-progress work,insults and bad behavior towards our trusted sub-contractors (including kicking the sub who was there to measure for carpet off the jobsite because he wanted to use a laser to measure the space), and a sluggish attitude about making timely progress payments.  

  Our client indicated numerous times that she was running low on money and delayed in making scheduled progress payments numerous times, putting her in breach of our agreement as *** states. After she withheld progress payment number three for two weeks, we had an onsite meeting with her to discuss the project. After that meeting and due to the state of the relationship and concerns over payment, we were forced to change our engagement model with her to requesting prepayment of all labor,materials, and sub-contractor expenses prior to any further work being completed by our team.  Currently, the client has balance due of $5,817.30 which we requested payment for on 05/24/23 (a day after our onsite meeting).  
  
  Speaking directly to ***'s complaints, yes, there was an unfortunate mishap with a drill hole in the roof. We intend to pay the invoice for the repair and have communicated that to our customer. The house in question was built out of an old concession stand for a racetrack - meaning the framing is pretty rough which leads to imperfect drywall. Plaster shrinks and cracks as it dries. For this and other reasons, applying plaster is a multistep process and the state of plaster work should not be judged prior to completion. We did have one crew member on site who is newer to our crew. In one instance he used two sheets of drywall where one should have been used. We had the crew remove the two sheets,replace them with one sheet, credited the customers invoice for the fix, and informed her of the credit.

  As far as the drip edge being questioned, the drip **** was not bent by our crew, but by the roofing crew the client had hired before us. The new metal roof was installed over the top of the existing shingle roof (to save on cost). The gutters were not removed at time of the metal roof install so the contractor had to bend the drip edge down onto and around the very large existing gutter support nails that have 45 degree bends in them. When our crew took the gutters down, the client assumed our crew had bent the drip edge. When we did a walkthrough with the client, we explained this to her, showed her the large, bent nails and she understood that we were not responsible for the drip edge being bent.
  Our framing, insulation, and electrical work passed rough-in inspection by the city.
  
  For a better understanding of our company, other client testimonials, and our level of professionalism, please visit our AngiList page at:
  *****************************************************************************************************************************************'ll notice we have 25 five star reviews and only 1 review that is not a five star... *** again.  *** has also sought and gone after other business owned by my wife and I that were in no way engaged with this project and has given those business one-star reviews as well.
  
  We request that the BBB delay any type of action regarding further investigation or validation or public posting of this complaint until the project is closed and resolved.  We do expect to schedule arbitration with our client in the near future to resolve this issue.
  
  Please reply with your intended next steps and findings regarding this complaint.  Thank you.
  
  Respectfully,
  -*************************

  Customer response

  07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regarding the response from ************************* - Happy Homes Contracting  - Ballpark estimate attached  - along with multiple documents supporting below  - We have received an ultimatum that either we retract our complaint to you and reviews of his business an any and all social media sites by 7/7/23  or he will not pay the invoice to fix our roof that was damaged by his crew. (see attached)  demanding via text message that he has blocked our numbers and only to respond to settlement offer with these words only " 
  Please see attached pictures and screenshots of text messages and the like as proof of the ill truths in his response - for example we had contacted ***** a week prior to go over changes to the project (which he had no interest in) to explain the demo prior to their start, prior to the signing of contract - Day one April 17th  was walk thru with explanation of changes to floor plan etc..  (- resulted in wall being built that required to be tore down and moved as it was not communicated to his crew - also door being cut in the wrong place that had to be re- framed  - all this we paid labor for )- group text set up by ***** to include lead **************** for communication purposes  - 
  pulled off our job to finish another job  - we were understanding and still trusting that ***** gave us a 2 week time line - text message he apologized for the slow start.
  April 24th work actually began  - framing 2 interior walls (one being framed - tore apart and re-framed) 
  May 2nd The drilling of the holes thru the roof - granted an accident, but this was not disclosed until it rained, the roof leaked (only installed 4 months prior) ***** had notified via mass text message that the roof was leaking in what was to be the office area - the response simply a thumbs up emoji from ***** - no response from **** - after the roofer inspected the roof it was discovered two holes were drilled thru the brand new metal roof in the valleys  - see pictures attached -then filled with great stuff - we understand this was accidental however not disclosing until it was fully investigated and brought to the attention of owner ***********************; - he agreed to pay for the repairs to roof to be done by the installing roofer.  
  May 7th we contacted *****, questioning work being completed and the timeframe - text msg response (screenshot attached) he would be happy to chat with us the following week that they had 134hrs of labor into the project  - that there would be plenty of room for some extras we discussed 
  May 9th  - drywall in progress... (pictures attached) not pretty looked like leftovers from other jobs, 8ft sheets where with cathedral ceilings longer sheets were to be used  - corners were cut with the installation - screws sunk too deep breaking the barrier of the drywall paper  resulting in more screws being used  - gaps of up to 1/2" between sheets - seams above corners of windows doors - pieces scabbed together to cover walls.
  May 16th  - message from **** that "plaster" would be wrapping up that day - in fact this was not plaster as quoted but Plus3 joint compound  - none of the seams were prefilled, only mesh taped and gobbed with compound followed with compound being smeared on the walls some places well over an inch thick  - and other places the mesh tape and corner pieces exposed. Same day notified **** that the ** vents were not cut into the ceiling in the hall or closet  - response that the HV** guys do that - In fact they do not this was the duty of the drywalling crew.
  May 18th started facia  - informed **** that we needed to get this closed up as there was a bird nesting above the living room window  - we could see her bringing in materials repeatedly - text discussions of replacement of rotted facia boards via text - **** asked if gutters were going to be put on  - responded with not at this time.
  May 19th  - facia sofit installed up to the porch of the addition - drip edge was bent - facia was nailed thru the face and was wavy  - was not happy with how this turned out - ***** sent message that "****" sent a statement (up until this point all statements had been sent by ************** text message)  via email  - 2:05pm - explaining they have new software and new system was the reason for the change -   he stated that he would like to swing by and pickup a check as he needed to make his payroll - ***** asked to go over the hours and invoices and asked to meet the following morning  - ***** stated he does not work on the weekends and would meet the following week.  
  May 20th - awake to the horrible racket of a bird trapped in the sofit of the house - trying to get out - sent video via text  - apparently did not remove the bird/nest from above the bay window of existing living room - **** responded that they didnt see it and that when they return that he would remove it - that ***** should be able to remove the foam if she wanted to let it out.  Same day confirmed that the inside was ready to prime / paint  - response via text message from **** " Yes, the inside is ready to prime and paint."  ***** discussed with **** that she would paint  to keep project moving as deadline for our sons graduation party was nearing and we did not see the progress that was given in the estimate.
  May 22nd  - ***** text and asked what the plan was for the week as she had done through out this project - informed that ***** and **** spoke over the weekend and that no more labor was to be scheduled as 3rd payment was not made   - She was instructed by ***** that he and **** would be onsite at 8:30 the following day to discuss next steps  - this requiring ***** to take off work again as she had to many other times for this project - All previous payments made promptly however the quality of work was not as promised.
  May 23rd  - meeting took place  - ***** informed ***** and **** that we were not happy with the quality of work  - bent drip ****, wavy facia, uneven to the "texture" on the walls, the fact that we were quoted plaster, cracks were developing above window, door frames, seams were visible  -the bird nest that was left in the rafters of the house with rotting eggs -discussed steps moving forward  - ***** was ready to get roof fixed,deduct what was owed and end relationship with Happy Homes  - ***** declined telling her they would move forward with correcting any issues moving forward and have better communication - ***** and I discussed resulting in giving another chance  - making 3rd payment as requested of $9000.00 to move forward toward completion - invoice of $24558.18 due - less payment received $16500.00 = balance due $8058.18  - check #**** $9000.00  - leaving $941.82 credit
  May 24th  - received text that he picked up the check and that the soonest they would be able to come back would be the 30th  - that an email was sent providing 2 paths for how we can move forward  - please see attached  - very rude and unprofessional  - speaking down to us after he cashed the check then refused to do further work.
  June 24th  - sent roofing invoice to Craig   - payable upon receipt - he replied stating he was drafting settlement offer and highly encouraged removal of this complaint and any negative online reviews  - and that would be reflected in his offer 
  June 28th  text msg reminder that roofer has not been paid and request expectation when payment will be sent as it was payable upon receipt -  also let him know of inconsistency of accusation by sending screen shot of what ***** was told to be true -  ***** responded with picture of check / envelope written out to roofer stating " it is clear you just want to fight and complain *****... after I send this text I will block your phone number on my phone and will have **** and ***** do the same.. As I am sure you want to get the last work in, here is your chance.  Reply to the settlement email with these words only: "WE AGREE TO YOUR TERMS OF SETTLEMENT.  WE WILL MAIL A CHECK FOR THE SETTLEMENT BALANCE DUE AND WILL REMOVE ALL ONLINE REVIEWS BY JULY 7 2023."  When I receive that email, I will put ******* check in the mail.  I spoke with him today.  I pray our paths end here and never cross again. God Bless!"   So threatening ***** that we retract any truth and send him money or he would not pay damages -  extortion.
  The "plaster" in reality joint compound was so bad  as shown in attached pictures -we are incurring costs to have this work fixed  - 
  This resulted in attached email from ***** demanding more money as "pre-payment" before they would return on-site  - accusations of intentions to harm his business -in an email that was unprofessional and blaming us the poor quality and lack of workmanship.  Due to the change in attitude and treatment received from *****/ Happy Homes Remodeling / Contracting  - we would NEVER recommend anyone do business with them  - ***** is rude, demanding - never wrong in his opinion - makes false statements and then accuses us of being argumentative - making demands or providing choices only on his terms.. very unprofessional and lack of customer service -  his "contract" is not legal  - ***** had to request copy of it when informed that she breeched it  - no copy provided prior to this - We still do not have copy of inspections that ***** claims they passed  - 
  Per Page 2 response to online review  (see attached) ***** states "as of 5.29.23 our team has put in ***** hours into your project..."  - yet invoice dated 5.24.23 is for 290hrs  - I feel this is fraudulent  - the work that was promised is not what was done -
  window damaged at install  - lack of insulation around windows 
  Clarification we do not owe electrical contractor - that has been taken care of - fact Happy Homes Remodeling owes us for cost of repairs.
  Electrician came to set fixtures and it was discovered that Happy Homes Remodeling drywalled over two outlets that had to be searched for and cut out  - resulting in more costs - 
  Comments by ***** of insults to crew and sub-contractors is untrue  - we never insulted anyone  - ***** kept in contact with ***** and **** via text as instructed by ***** -  the sub-contractor was in fact contacted by us -Not Happy Homes to quote flooring - ************ the gentleman came to site and was unable to measure with laser due to wall not yet being removed  -***** asked to simply quote the carpet only at that point. No one was ever kicked off site.. In suggesting to go with ************** it was not a matter of $$ - this was in support of local business vs. big box stores - pointing out they can be competitive.
  Not sure how this company got the reviews they have on ****'s list  - maybe ***** used the same tactics as in this case to obtain them - Ultimatum emails from ***** have been nothing short of bullying and demanding  - attacking ***** personally and emotionally - that is unprofessional  - goes and in hand with the lack of quality in their work and ethics they hold in their company - anyone that claims to be such a ********* would not treat another human in this fashion.period. 
  We have contacted a lawyer in this matter - mahy many more pictures unable to attach due to size of file 
  They took advantage of us in every way possible in this situation then lied to us of intentions and gave ultimatums  - fraudulent and untrustworthy - poor quality  - no craftsmanship - no integrity or honesty.

   
  
  Regards,
  
  *******************

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