Complaints

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I paid $31200.00 for a bathroom remodel 6 months ago, and they still have not finished. The work that has been completed is very poor quality, large gaps, pics on tiles not laid right to crawl around walls, uneven tiles on walls, crooked tile. When we contacted ****, who is taking over management from his dad, he said he's spread thin. He sent us this text message. The current tile guy, *****, has been here 26 days. The job needs to be complete redone. My husband had blood clots on airplane when we traveled home from a vacation ( he almost died, was in ICU 5 days, and we requested 5 days of not having workers there. So we weren't available 15 days of the 6 months we hired them ) We hired them April 1, vacation was 5 days starting May 22. He said they would be done by then , or close to it. They are still working on it.

  Business response

  10/12/2023

  from: ********************* <********************>
  to: ***** Look <**************************************>
  date: Oct 8, 2023, 11:22 PM
  subject: Re: BBB regarding complaint

  *****, 
  Apparently I took too long to complete this as it says the code is expired. So I will explain here.
  
  This job was taken on by my dad *******, So my involvement during the project was limited. I got involved because ********* could not get along with him. I tried to find someone to do the tile work after our window had closed due to scheduling that had been set before this job had come up. So I will outline the basics of what I know...
     1. First and foremost it should be stated that this was an insurance job and the homeowner insurance agent has been informed by Intermountain Carpentry of all the details of our work and schedule throughout the process. The Homeowners have paid Intermountain Carpentry with insurance funds after invoices were sent directly to their agent.  At this point they have an outstanding invoice for $ *******. that has not been paid.
     2. This project started fine and everything went smoothly to begin with. Start date was April 8th 2023. This was a complete gut and redo including taking the rotted floor framing out and replacing it. We had the room back together and painted by the beginning of May including electrical and plumbing. The only thing left was tile and a window to install. Neither of which could be completed due to lack of materials.
     3. The scheduling issues began when we were told we could not proceed because they had vacation plans. This later turned into a health issue for the husband, as they stated in their comments. Another part of the scheduling issue was the homeowner insisted on special order finishes, such as flooring and tile which took over a month to arrive in town. The homeowners and their insurance agent were made aware of our schedule with other jobs. So in the first 6 on the job we were put off the 15 working days ( 3 weeks)  the homeowner mentioned in their comments and still were able to have everything ready for tile by mid may. We did all the waterproofing for tile as well before we were simply out of time and had other projects to get to.
     4. I spoke to the wife several times about trying to find time to get back there and finish, we just did not have any more time in our schedule. As was explained to her on multiple occasions. Especially after being put off the job when we had them scheduled and even put them in front of a few other projects.  I asked my brother, who is an employee of ours, if he was interested in doing the work on weekends or after hours but he was far too busy with his family. I offered to help find a tile guy and dad and I both spent a few weeks trying to find a tile setter that was not completely booked for the rest of the year. I did find a person that was available and he sent pictures of his work and said he had an extensive tile background. He told me he had recently moved back to Casper and was looking to get reestablished in the construction field in town. He got to work on the project in early August. I believe he was there for approximately 15  working days. He has been paid a large portion of his original estimate, before disappearing when I questioned him about the homeowners complaints about patterns and workmanship. Myself and dad were completely unaware that there were any issues until dad received a phone call from the husband towards the end of August. 
  
  As to their "request" that we pay for a new tile job. Simply, no. As to giving them money back... again, No. The Final payment on the job was never made. At this point they actually owe more than what the tile job is worth. 
  
  While I have not personally seen the condition of the tile, my understanding is that they wanted a pattern with tile that is meant to be random ( they chose this tile) and there are a few slightly misaligned tiles. We were not given an opportunity to see this or address any issues as they had already "fired" us from the project and got another company involved, who then pointed out to the  homeowners a list of "issues".  This other company and the homeowner filed a complaint with the city building department, which we attended. None of the issues they are concerned with were in any way under the jurisdiction of the building department. They are minor cosmetic issues. 
  
  So in summary... We told them our schedule, but they ignored it. We would have been completely done with this project in 4 to 5 weeks if they had not denied us access for half the time we were there. They have not paid their final bill. And they fired us without giving us an opportunity to fix their issues. 
  
  That's basically the jist of it from my point of view. You are more than welcome to speak to my dad, ******* if you want his take on the events. I can give you his number if that is something you want to pursue.
  
  Please feel free to reach out if there is anything else I can do or questions I can answer. 
  
  Sincerely,
  *********************
  Intermountain Carpentry 

  Customer response

  10/18/2023

  from: ******************************* <*********************>
  reply-to: ******************************* <*********************>
  to: **************************************
  date: Oct 18, 2023, 10:42 AM
  subject: Re: Message received from the business about your complaint

  I reject the business 's response to my complaint. I paid $1200 on April 1, $$10000 on April 18, $12,342.00 on May 30, and $7,458.00 to pay off their bid for bathroom remodel on June 20. The total original bid was $24000.00 , but when they found water damage they had to up bid to $31,000.00. Total was paid off on June 20. When *************************** gave original bid, we told them we had a 5 day trip to ********* that had been planned with friends and paid for already, scheduled for May 20 of the following month. ******* told us if they weren't done by then they would finish up when we got back, and it was no problem.  Unfortunately on the airplane my husband developed blood clots, went to ICU for 5 days, almost died. When we returned to ******* we informed ******* of situation , said we would need the rest of the week off because my husband needed rest. We weren't available  16 of the 7 months since hiring them April 1.
  Now ************************ says they weren't given time to complete project, which is kinda funny because I have at least 30 messages between ******* annd *****, , with me begging  ******* and **********; to come complete project, asking when they will be here.  ***** said he continued to have problems with ******* bringing supplies, not responding to his texts, not helping when he had questions. One of my texts to ***** , actually 2 messages , tell him I was available 24 hours if they need to come at 2 am I will be available. These were also forwarded to  lawyer. Another text literally says " For the love of God please come complete this project. I'm available any time."  I understand my husband almost dieing caused there schedule to get messed up, but im sure this stuff happens when someone almost dies during a remodel. but the facts speak for themselves.  Today is October 18, bathroom remodel still not done, they were paid off On June 20. Now they want more money on a project not done. Another thing was I picked a bowl sink, and it was on floor with toilets, supplies, etc. They never put it in or do proper work before installing drywall and tile. They didn't install it and new contractor says they will have to pull everything including  dry wall to get it in properly.  Another fight was the bathroom floor we picked out. *************************** said he wanted to punch his son in the eye for showing us the mosaic tileing layout we wanted in our bathroom,  but that's what we wanted. We told them that at least 6 times, which caused a fight. I also have texts on this subject, telling ******* thats what i wanted. I thought we were allowed to pick our own sinks, bathroom tile,  etc, but in the end ***** put down the floor ******* wanted, and not us. When I saw it I was very angry. ***** said he did what ******* told him. Does the contractor pick and choose his own dream bathroom for clients,  because this wasn't what we wanted. 
  Another fight with ******* was the fight for receipts for money I paid him, and for a detailed invoice about what was included. This fight went on for a month, until I informed him he couldn't continue work until I got my receipts. 
  So the facts are they put in bid, have not completed work, and the work they did on tile has to be pulled down because ***** did not apply water resistance right, and some other stuff on walls he put on is not spose to be put on with water resistant. Plus drywall pulled back down to put in sink.  I'm not tile savy, but explanations are in the new bid from the professionals I sent to BBB. So all tile must come down, work redone, or insurance won't cover if we have water damage from this situation.  It's been 4 months since we paid them, work still not done but they cashed the checks. 15 days before 7 month marker, we sent a text to ******* telling them he needs to come finish this, or we need to go a different route. We didn't fire him, just said it needed to be completed by Oct 1, or we would have to go a different path, meaning civil court. ******* didnt even try to complete project,  pulled permits 2 days later, even though he had 2 weeks to still complete project. He sent a text to us, which is included with all the other texts begging for them to complete project,  and he told us he chose to "opt out" of shower remodel. So he quit on us instead of completeing remodel. My lawyer told me even if we were out 60 days, that would have given them 5 months to complete project. More then enough time. A entire house can be built in 3 months. All I have wanted is to get this project completed and work done on my bathroom. Final straw was me having to make a police report because tile was stolen out of my garage. We have security system, and we don't have people at our house much because we moved here a couple of years ago, dont know anyone. On security there were only 2 trucks parked by our garage that week after ******* dropped off heavy tile boxes. It was *******'s and *****'s. That's it.  Nobody was even at house but me and my husband,  which tapes show. . So we know it was either ******* or *****. It could easily have been slipped in truck by someone who knows where are cameras are, and we would have seen if someone carried them out of garage to street. 
  Also I have all the times and dates ***** was here, sometimes an hour, sometimes 3, over about 6 weeks, and video. Most of the time nothing done, so we sent texts to ******* , mostly went unanswered,  telling him lots was wrong with this *****'s work, we told him he needed to come check on this guy. Those texts are also included. The tiles werent even measured right, as new contractors putting in bid told us. Pictures are evidence.  I have forwarded that already. One time I told ******* that ***** hadn't showed up for a week,  he had no idea. No explanations were ever given to me. I told him I was tired of sitting home every day waiting to see if ***** was going to show up. I actually have several messages telling ******* that. One time ***** showed at at 5:30 pm at night! I just said please come in and finish this...he was here an hour and half, left again. 
  We just wanted work to be completed,  paid them, work not done and what was done has to be redone. Now we will have to go to civil court to let judge decide.  
  

  
  

  Business response

  11/07/2023

  There are facts being left out. And most of this is the first I'm hearing of. This was NEVER a buliding a dream bathroom situation. This was to be a fix and repair and put it back together so its fuctional job. An Insuranse job. The Expectation of a " Dream Bathroom" was never discussed. Not once. It would have been approched completely differently. The owner was absolutley allerted to our schedule that we cut the line for them and they choose all special order products when she was asked to choose from instock to stay on schedule. BECAUSE THIS WAS A REPAIR JOB NOT A DREAM BATHROOM BUILD!!! It was explained that shipping times would push us out of the scheduling window and weren't sure when we could come back. Their choice.  As far as the money... The "bid" was based on factors that changed once the scope became clear. Bid was also based on installing certain products. All that changed with the owners insistance. All these isssues were disscused with the owners isurance agent and basically this turned into a T&M job, which was approved by the agent. I was not personally involed in the details of the project to a large degree and was minimally involed. As far as what supposedly has to happen to "fix"... that is 100% the opinion of the "new contractor". There is an outstanding bill of ****. It was given to the insurance agent and he paid it to them as with all invoices in this situation. We have not been paid for that. So they have not paid for the tile installtion. Therefore I will not be giving money back that was never recieved. The money that was recieved was for work that was completed. I will not be buying them a new tile job as they didn't pay for it to begin with. To call my dad a theif is Insulting on whole other level. 

  Business response

  11/14/2023

  from: ********************* <********************>
  to: ***** Look <**************************************>
  date: Nov 14, 2023, 7:36 AM
  subject: ******* complaint

  *****,
  
  I would like to add a comment to this whole complaint situation with **** and *********************************. I am not really sure how to go about it so I'll leave the message here. If I need to use the BBB website please let me know.
  As far as resolving the situation... As I stated before, I'm not going to give them a bunch of money to redo stuff as I feel they are equally responsible for the mess this project turned into, but I will cancel the last invoice for **** and they can keep that for the project. According to the information I was given, the invoice was paid by their insurance company and a check issued to them. They are unhappy with the tile work and chose not to pay. I would be satisfied to leave it at that as I did pay for tile materials twice on this project and **** in labor to the guy who did the "crappy" work and has since disappeared and won't return my calls for him to return and make this right. I've also lost about a thousand dollars in labor I paid to my people that I won't be able to recoup since they are refusing to pay the final invoice. As far a lot of the comments made by *********... I understand her frustration but she absolutely took advantage of the situation and was wanting to have her "dream bathroom" when this was priced and scheduled and approached as an insurance repair job. She was asked to choose from in-stock materials and insisted on special order everything. I cannot speak to the conversations had between her and my dad. If she did not like his demeanor then I don't understand why we were hired. 
  At any rate, let me know if there's anything else I can do to bring this situation to a close.
  
  Sincerely,
  *********************
  Intermountain Carpentry

*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. ↩