Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request assistance in dealing with A.A.G. Services, hired in Oct 2022 for a kitchen/laundry renovation project, with AAGs cabinet supplier, *** ******* ********.The project started on Nov 2, 2022, with estimated duration of 4 weeks. There have been numerous problems with this project. Despite having in several occasions expressed my concerns to ******* and/or managers, there has been none or little attempt to address some issues.As of today, June 3, 2023, AAGs performance has deteriorated to a level that is no longer acceptable nor tolerable. The project is not completed and has many defects to be addressed. See files uploaded, named accordingly.Laundry Door: NOT DONE.Cabinets: Drawings provided by me with a few changes requested. ******* ordered for cabinets to be done before my approval of new drawings. ALL top cabinets were shrunk in height with less space and shelves, recycling drawer shrunk, etc. Painting defective, repainted 2 times, ALL doors still with cracks/bubbles. Also, nail holes, door mal-functioning, scratches, no adjustable shelf, unfinished areas, misalignment.Painting: quality below standard, cracks in living room opened again.Defects: Power outlet closer to sink is not ****;Wooden transition cracking with huge floor gap;Nails in kitchen wall;Sink leaking;Quartz countertop edges not polished, seam is dark and rough;Baseboard junction visible;Cracks in drywall added for laundry door.It has been a long, frustrating, stressful and chaotic process, where I have experienced: lack of information on schedule and cancellation; staying without heater on extreme winter (3 times); disrespect at my place by **** designer; several emails and questions ignored; careless with new appliances, etc. I expect AAG to finish the project under a written agreement. Alternatively, refund me at least 50% of amount paid (90%), as I will be forced to hire another contractor to take over the project abandoned by AAG. Thank you, *******

  Business Response

  Date: 08/06/2023

  Hi

  From beginning which we start this job the client was starting to complain about everything and me and my team always tried to solve the so many unreasonable complains to make sure she is happy.

  In during the project she was adding so many thing to the projects and was super super picky on details which before starting the project I told and explained her that this is renovation and we will do our best but is not possible to compare with new houses.

  Her condo's condition was terrible and again we told her we will fix as long as we can.

  I put two of my managers on this job to make sure she will be happy and satisfied but she complained on everything, everyday, and me and my team tried to make her happy.

  We confirmed all drawings and I have a document that shows I sent her all information. When we brought the cabinets and start to install it, she was starting to make a problem.

  She was telling why this opening has a 0.5" different from drawing or why this door is not open same as drawing, I asked to owner of cabinet company to come and answer all questions and solve the problems, she came and explained her why they did and told her they are working 15 years in this industry and client should trust on their experience.

  After that she start to complain about the paint of cabinets and she was finding the problems which anybody couldn't find even with microscope!!!

  Again I asked to my cabinet guys to take back the doors and re paint all doors and fix some small deficiencies.

  They did and brought it back, but after that, she was starting to say these are not fixed.

  After one week negotiations and arguments I asked my cabinet guys to paint all doors again and because we are working for Long time and I have ************** year for them, they painted all doors for third time.

  After that, she approved all cabinets and deficiencies.

  She went to travel and after she came back was starting to complain about some other deficiencies, I sent one of my expert managers to solve problems, and again we did all of that and she start to complain again about the cabinets which was after 2 or 3 months after she was approved and for third time she requested to we change all doors. Which is not possible.

  about the payment, she has to pay me $ 6K and she didn't pay so we have just installing barn door which the price is maximum $ 2k but I don't have time to waste and last time my manager told her we don't want that money and you handle the barn door with yourself or somebody else.

  And in payments process, because of one small difference with drawing and installation in cabinets she reduced $ 3k from my invoice and last payment she was paid me, I was stopped the job to force her to pay me, otherwise she wouldn't pay even last payment which we where finished on that level, and I don't trust her to continue the job because I know she will not pay me at the end.

  And she will make a problem.

  Customer Answer

  Date: 12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  His response is baseless, spiteful, finger pointing and self-contradictory. In one word:unprofessional. I am not surprised as I have been dealing with AAG owner for 7 months. He acknowledges that AAG deliberately abandoned the project and will not finish it. He confirms the cabinets were not according to drawings (why this door is not open same as drawing).

  It is fair and reasonable to request that AAG takes responsibility for the unfinished and defective work delivered. If AAG abandons the project, I am left with the option of hiring another contractor to fix and finish the project abandoned by AAG. AAG has the obligation then, to take responsibility for this cost.

  I accept to negotiate an immediate refund, reasonable enough to pay for LAUNDRY BARN DOOR,REFACING of ALL CABINETS DOORS,leaking sink, switch power outlet to ****, and ALL the other defects.Alternatively, I can quote with another contractor and bring to the negotiation,so, AAG can provide me the refund accordingly with the real cost of the work at present days.

  As per the disrespectful and unprofessional response from AAG, please follow below a more organized line of thought and explanations of the facts as they occurred, with reference to new and previous attachments.

  The contract with AAG is not for him and his team to make me happy, but to perform and delivery a kitchen and laundry renovation following the projects drawings containing measurements, specifications and details to it. The cabinets alone cost me $25,000. It is expected that a professional standard job and performance would be delivered, which was not.

  The list of defects and work not done, listed in the original complaint letter are definitely not unreasonable complains, neither super super picky requests nor microscopic problems. They are instead, as showed in the pictures, unacceptable workmanship with serious problems and compromising safety. One can only imagine then, what were my requests during the project.

  The only thing added by me to the project was baseboard to the living room, and finishing of the quartz countertop, and that was in exchange of accepting a quartz stone of 2 instead of 3. Which is a huge compromise, specially for kitchen. Removed from the project was painting the doors in the closetshallway, which I had no discount at all.

  I would have never hired a contractor who had told me: before starting the project I told and explained her that this is renovation and we will do our best but is not possible to compare with new houses and we told her we will fix as long as we can. Would anyone? As per my condos condition, please see pictures from my condo prior to start renovation.

  Two managers assigned to the job. One left on vacation during December, and there was a huge language barrier to communicate with the other one. I want to state that with all the respect I have for newcomers to ******, understanding that they are working hard to feed their families and survive. I had though to deal with a huge language barrier during this project.

  ******* did not assign to the jobsite managers and workers with fluent English. Rarely,there was someone available to translate or discuss the problems that arose in the site. ******* was not available most of the times, took long hours/days to respond to messages and/or calls, or did not respond to them whatsoever.

  Cabinets measurements and design were not according to the original drawings and changes requested. The drawings were not confirmed. ********************* and confirms in a voice message (attached) that he will order the manufacturing of the cabinets without my approval because he knows it is the right measurement. It was wrong and much more than 0.5!

  Thats why I had to halt the installation of the cabinets or in his own words: she was starting to make a problem. The problem was done and I was pointing it out as there was no management from AAG to do that job.

  As stated by ******* the drawings were changed and not communicated to me. I was only communicated why they changed when the boxes of the cabinets were already in my apartment to be installed. The reasons given by the owner of cabinet company were unreasonable as they did change that door to the way it was in the original drawing.

  The painting of the cabinets was defective the first, second and third time. ******* again contradicts himself by proving that the deficiencies were not microscopic. He says: I asked to my cabinet guys to take back the doors and re paint all doors and fix some small deficiencies.  

  The doors were unprofessionally repainted over and over. A professional carpentry would have removed the old paint, sand the doors and than applied a new layer of paint. That was not done and obviously after the third layer of paint, despite looking fine at first sight after just 7 weeks it started cracking and bubbling all over,which is the present state of the doors.  

  The project finished one week prior to my travelling to visit family after 3 years of Covid Pandemic. I had to leave my house dirty and barn door pending. On my return, as I have not heard about barn door, I contacted them. When I cleaned the kitchen and laundry, I could realize other defects and the cabinets cracked and bubbling.

  Mojtaba (one of the managers) responses when inquired about barn door, was always that he was going to ask ******* or that he was waiting to hear from Alireza about it.I have not heard him saying anything like: we don't want that money and you handle the barn door with yourself or somebody else. How professional that would be, can you imagine? 

  The project was originally quoted on $51,975. AAG received $49,452,50, which includes the addition of $400 (baseboard) and $2,400 (special requirement for electrical installation due to City code). AAG received *****% of the total of the project,excluding the additions which are paid in full already. I need Alireza to prove and explain better those $3,000 that he says it was removed from payment, as this seems inconsistent information. 

  The terms of payment are: 40% starting day, 30% when bringing the cabinets, 20% when bringing the countertops & 10% the end day (see original quote). I paid $20,000 on Nov 2, $15,592.50 on Dec 13 and $13,860 on Jan 10. The first two payments I had to calculate the amount myself as I have not received any invoice. I had, actually, to request for several times to receive the receipts (see extracts of conversations and emails).

  At the third payment on Jan 10, please refer to email attached, I did explain my reasons why I wanted to pay the balance in the end of the project. Cabinets were defective for second time, and lots of problems. At that point my request was more than reasonable as I had paid cabinets in full and did not have them yet. I did pay that parcel despite being in huge disadvantage in the whole process.  

  To date the balance is $5,462.50, not $6,000. The terms for AAG to receive the balance is at the end of the project. I am not sure why ******* feels entitled to receive any extra payment as he is not willing to complete the project.

  As per trust,I learnt to not trust ******** words and promises as he rarely honors to return a phone call or responds to messages and emails in a timely manner or whatsoever. Moreover, that was a very disturbing situation which is in the extracts of conversations at ************** on Jan 23 and 24 regarding cabinet installation. I dont want expose here due to privacy issues and respect to the parties involved.
  

  Sincerely,
  
  *******************************