Complaints

This profile includes complaints for Bob the Builder's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bob the Builder

  2158 45th St STE 131 Highland, IN 46322-3742

  
• 

  Bob the Builder, Inc.

  600 Middleton Dr Roselle, IL 60172-2716

  
• 

  Bob the Builder, Inc.

  600 Middleton Dr Roselle, IL 60172-2716

  

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:05/18/2023

  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 initially entered into contract with Bob The Builder, BTB, on 5/14/2021 for a complete $*** renovation of my condominium. They performed much of this work at very poor, substandard levels of quality. BTB forced me to present them a final demand from my attorney dated 7/1/2022 to correct approximately $*** of their work. They agreed 2x in formal writing to correct the deficiencies to the highest quality and manufacturer specifications, which they did not. I sent them multiple emails between the initial job and "rework" outlining their poor quality and ********'s poor communication- this in conjunction with several in-person meetings. They completely mischaracterized the finality of their "rework" as needing only "touchups" - no way given the damaged state. They agreed to repair point listed items in the "rework" agreement, most notably the reinstallation of the floor for which they had grossly failed to level the subfloor and leave proper expansion gaps along the entirety of the perimeter. However, BTB severely damaged my home in the "rework." I have compelling photos and video evidence. Part-owner ******** was with his worker *****/****** (spell?), who had performed the complete "rework", on the last day (have texts) up to the time they had permanently vacated my premises. Notably, they spent a lot of their own money to do this. I sent ******** a summary of the damage on 12/1/2022, which went ignored. Their attorney sent me a silly letter advising they would not return to my home for unfounded reasons yet left it very damaged leading up to that. The letter said they wanted to amicably resolve the matter but did not respond to my initiation to settle- not in good faith.Summary damage after the "rework": baseboard and trim mangled, holes punched in the floor, floor visibly separated, cracked along tongue and ******, pops when stepped on, visibly moves in areas when stepped on, level rocks up and down in areas, definite hollow spots, etc.

  Customer Answer

  Date: 05/18/2023

  Desired resolution: My demand through the BBB is they partially refund me as a percentage of the initial contract amount for the total cost to repair the damage/poor workmanship.

  

  Business Response

  Date: 06/07/2023

  RESPONSE

   

  We (Bob the Builder, **** entered into a contract with ***********************, on May 14, 2021, for a renovation of his condominium. For the next year, we maintained excellent communication with him and addressed all his concerns and questions as we worked on his renovation.

   

   

   

  On July 1, 2022, **** hired an Attorney who sent ** a demand letter outlining his concerns with the work that was previously done on the May 14, 2021, contract. 

   

   

   

  In the letter **** says that he met with *********************** and addressed his concerns of the renovations, primarily the flooring, we were never given the opportunity to make it right, as we would have worked tirelessly to remedy the issues to his satisfaction. Instead, **** obtained an estimate from another remodeling business and obtained an independent evaluator to evaluate the installation. 

   

   

   

  This forced us to hire our own Attorney. Despite having Attorneys, we mutually worked amicably together and entered into a new contract signed on October 11, 2022, to remedy all of ***** outstanding concerns with the remodeling job from the original contract.

   

   

   

  For the next 3 months, we completed the work on the revised contract. We went above and beyond for him to try to leave him completely satisfied with us. We spent countless hours on the premises, costing ** approximately $20,000.00. We paid for him to stay in a hotel for five days as the floor was redone. Finally, we paid for a duct cleaning service and hired a cleaning company to clean the home from top to bottom prior to final inspection. Our main goal was to leave **** satisfied with his remodel and happy with us.

   

   

   

  Ultimately, **** notified us via text that we were barred from any further work on his condominium unit when the work was completed. Once we were told to not come back, we had our Attorney draft a letter to officially state that we wouldnt be coming back, due to repeated changes in the scope of work and lack of clear understanding of the projects expectations and requirements.

  Customer Answer

  Date: 06/13/2023

   I am rejecting this response because:
  
  

  They attempt to claim, "they were never given the opportunity to make it right" in reference to the initial floor install, yet completely avoid directly answering my BBB claim and response to their attorney to make this right.  ******** and I went through my floor concerns extensively in the October, 2021 meeting to which he told me the floor was correctly installed when directly asked.  BTB also had several months between then and my final demand to address this with me to which they chose not to.  Their primary goal of the "rework" seemed to have been to just mark it complete vs. completing the work in the highest quality manner, which was in the agreement. It's beyond puzzling to me in trying to understand the magic in just completing the work.    

   

  The ultimate conundrum in my mind lies in them spending ******* of their own money per their response in severely damaging my home and bringing additional claims/damages on to themselves in the process- well into several thousands.  But I infer that had I readdressed this in the "final inspection" (3rd "rework"), they would have corrected everything to the highest levels of quality.  I highly doubt that so yes I barred them from any further work, as I wasn't going to let them continue to damage my home.  There is no reason to let them back in here if they're not acknowledging to begin with so moot point.  Further, the second conundrum lies in *** * per his own texts to me being with *****/****** the night they departed my residence for good, which is just before I had discovered much of the damage the morning after yet state a final inspection was in order.  

   

  They continued to mischaracterize the remainder of their work as needing "touchups" but will not even acknowledge severe damage in any capacity (multiple communications to ******** and direct response to their closeout letter) - keep wanting to frame it that I'm just not satisfied.  Interestingly, they unsuccessfully tried to frame it that way in the draft of our formal rework agreement as well, which I absolutely would not agree to and made the change to poor workmanship.  They signed off on this.   Finally, scope stayed the same on my end as we both worked from a checklist- in fact THEY changed it by trying to rework my crown molding which was not in the agreed to items (have pics of damage).  They may perhaps be mistaking the scope changing and their follow on claimed confusion with my having to repeatedly tell them to readdress defective "rework" efforts-no misunderstandings.  

   

  They're absolutely welcome back in my home as part of an agreed to settlement.  Bottom line BTB avoided directly stating, when given a good faith opportunity to resolve, whether they would engage in a financial settlement, which is tantamount to a "no" answer.  I'm unequivocally rejecting their response and closing the case.

  
  

  

  Business Response

  Date: 06/20/2023

  Given the complexity of the issue and the inability to reach an amicable resolution through direct communication, even with the assistance of lawyers, we have determined that the matter at hand requires legal intervention. As a responsible and ethical business, we believe that it is in the best interest of both parties to allow the court system to impartially assess the situation and provide a fair judgment, if *********************** so chooses.

   

  Bob the Builder, Inc. has built a strong reputation for integrity, professionalism, and exceptional service over the years. We are dedicated to upholding these values and maintaining our commitment to customer satisfaction.

  Customer Answer

  Date: 06/21/2023

   I am rejecting this response because:
  
  Lets close this out as unresolved once and for all.