Complaints

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• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  three March 2024. I filed a claim with USAA insurance. They sent me Build Masters that's one of their accepted repair companies. 2 weeks later when they got here do the repair there was a lot of discussion and discrepancies were supposed to scab five ceiling joists they ended up scabbing two of them and half scabbing two and leaving one completely undone. I asked the repairman why his statement was we did not have enough lumber. I have the pictures to show this and this company should not be doing repair work if this is a quality that they want to do I've been very discouraged and I've tried to contact them and I can get no response from them I had to have to work they did repaired and it's finished now but this company somebody needs to do something terribly unreliable I called and left a message with the secretary for the owner nothing was returned to me. I was told I would not have to pay until the work was done by USAA the first day that build Masters came they requested a $2,000 payment which I paid. And I could not get them to return it even though they did not return to work they did not complete the job they left my home in a complete mess and I'm very seriously thinking about filing a lawsuit against them I'm going through cancer right now and I needed the house done before April the 10th that was when my new treatment started and they work 5 hours and I never saw a bill but USAA said that they paid them I don't know how much money but I would have not paid him 1 cent but I can't get anybody to do anything

  

  Business Response

  Date: 05/07/2024

  In response, we value the opportunity to clarify the nature of the project and our company's procedures.
   Firstly, it's essential to understand that our project involves insurance restoration repair, aimed at restoring the property to its pre-loss state. This sets our work apart from standard remodeling projects. Build Masters has been vetted and approved by the insurance company to provide services that adhere to their guidelines.
  We operate within the confines of the approved scope provided by the insurer, prioritizing adherence to their requirements over the preferences of the insured party. As is customary in insurance work, the insured typically bears a deductible due at the repairs start date, which in this instance amounts to $2000.
  Regarding the image provided,it's important to clarify that it depicts the property's state before repair.The joist repairs were not included in the approved scope of work; however, we did sister the damaged joist and partially repaired another. Insulation and drywall were installed and floated, ready to replace the ceiling texture.
  Regrettably, our crew encountered threats from the customer, which were documented on video. Prioritizing the safety of our personnel, we promptly requested the insurance company to assign the completion of the project to another contractor.
  Regarding payment, we have invoiced the insurance company for the completed portion of the work, including the deductible. A balance check was issued jointly payable to both parties.However, processing has been delayed due to the insured's unwillingness to endorse it, resulting in a shortfall of $766.00. We intend to pursue legal action to address this discrepancy.
  Despite the insured disputing the $2000 deductible payment with their credit card company, it was successfully processed upon presenting the facts.
  Additionally, the allegation regarding the use of the insured's attic ladder is baseless, as our crew never accessed or worked near it. This dispute underwent a thorough review by the insurance channels and the adjuster, concluding that the customer's claims lacked merit.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21672657
  
  I am rejecting this response because:
  It is very amazing I had another company came in and they would not repair it they had to take out what master builder or build master or whatever the **** their name is because it was not done correctly. If they do work and it is not done correctly I'm going to make sure it's posted online and everywhere else to show their customers what they're getting they're not getting a completed job they're not getting a good job they are getting c*** work and that is not me saying it it is every other company that I showed it to. I just asked them to do the job correctly that's all I've ever asked anybody and they are completely lying about the steps how did they get the pictures from the attic if they never use the ladder. That's all I'm going to say about that they said they did not use the ladder and this is what I'm going to use in my lawsuit I have it they told **************** the same thing they took pictures from that ladder when they went upstairs so I don't need to lie about anything I'm 100% disabled vet I thought for this country to give companies like this the right to s**** people I'm very unhappy and I told him about it I told my insurance company about it 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/09/2024

  All the photos taken during the repairs were captured from inside the house, not the attic. In addition, our project manager made attempts to communicate with you, but unfortunately, encountered resistance. It's imperative that we don't escalate this situation unnecessarily. Regrettably,you've shown disrespect to our crew and even resorted to threats, which we have documented.
   As a company, we strive to avoid conflicts and disagreements. Our priority is presenting the facts accurately, with integrity and transparency.
  I understand that you've mentioned experiencing health challenges, and I'm genuinely concerned about adding further stress to your situation. I aim to resolve this matter agreeably. Could you please share in straightforward terms what would bring you peace of mind, so we can all move forward professionally?

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21672657
  
  I am rejecting this response because:
  I have tried unsuccessfully for 2 months to talk to these people. I talked to a secretary and I gave her the message right after the problem occurred and she said she would pass it to the owner and I heard nothing. And there was no threats made other than I was calling the police which I had the right to do because there was damage done to my house. They said nobody used the ladder, ***** their adjuster went up into the attic and took pictures he did not take pictures from the bottom because I had cleaned everything and it was covered with the plastic tarp and I can show you the pictures that was done the day that the ceiling collapsed ***** did not see the actual damage from the living room but the ladder he used was working and he will tell you that it was and when I went back it was not working so someplace somebody broke it and I'm the only one that lives in my house and I asked men and they said no they did not but the big guy was shaking like a leaf when I said I was going to call the police so that was what went on with the ladder. Other than that I told him I could not trust him to do the work on the house because I have many valuables and I did not want them in here if I could not trust him that is My prerogative I didn't know that they were going to be so asinine about it and you know I tried to work it out ****** said he was going to get back with me he did not they left trash here bags of trash they did not so don't ask me how I want to settle it the company needs to contact me personally and we will discuss it I'm tired of going back and forth through letters if you can't do that then I will proceed thank you so much.
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/24/2024

  All I wanted was a job done correctly . This company should know how to do the repair since they said they are professional all I wanted was a job done correctly and not spend eight weeks trying to get it finished and not being able to get any contact with either USAA or build Masters so I had the project finished and done correctly now if they would like to talk with me they can get me anytime they would like I've always been trying to get ahold of them and they've not did one thing to try to get a hold of me

  

  Business Response

  Date: 05/28/2024

  As previously noted, we billed the insurance company for the completed portion of the work, which was approved by USAA. While drywall repairs are straightforward and something we've been doing for the past 30 years, our priority is to move forward without conflicts. We start jobs to complete them, not engaging in disputes with customers. However, the safety of our crew in the workplace is paramount. We cannot tolerate any threats or misconduct towards our crews. Once again, we need to move forward. Therefore, I am offering $766.00 as a good gesture to move forward. 

  Customer Answer

  Date: 05/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/29/2024

  They just said they would set up with the 766 I was doing that because that almost paid for the stairs that they broke and I have proof that they did it and they did a c*** job I just don't feel like fighting it because I'm doing another cancer treatment and it's kicking my **** you know if they want to go legal then I'll save a bunch of time I'll go ahead and follow a lawsuit you want to lose money I've got it I've got it covered in your man went in the attic and took pictures so don't say it didn't now if you want to get nasty I'll get nasty.