Complaints

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• Initial Complaint

  Date:02/28/2025

  Type:Billing 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.

  Company stated twice they are bonded. When I asked for information they then told me they werent and I would have to pay them to become bonded. The business was sold without notifying me to a young couple in their early 20s, if I would have been notified of this in approximately December when it was sold I would have demanded my retainer and gone with another contractor. I was informed of this late January.The business is demanding full payment before job is completed when that was never agreed on.They have been threatening me to stop work if I do not pay before job is complete. Owner made false statements against how I was treating workers, totally false. I am 66 yrs old and feel they are intimidating me with threats to not complete build, which I consider elder abuse. They say they are trying to work with me but the only solution they have is for me to pay them in full.I have paid $340,223.39 so far and the balance is ****** that they insist on being paid in full by March 10. The build is not even close to completion. I have been promised more workers on at least 4 times and then they dont have more workers come to work. They are refusing to complete any utility hook up until I pay when that was in the agreement to be done.( I was lied to about the utility hookup, they said they contacted outside contractors for work and I found out they never tried to contact the contractors) I have been up charged by them for basement work that I was previously told would be put in then they changed and lied about that part of the build.

  Business Response

  Date: 03/07/2025

  Bonding Complaint: Customer claims that we said we were bonded, but we never said that. I told her that I would check with our insurance company because we've never had a customer request it before. When ******** (Co-Owner) told her we're not bonded, but can add it if she would like for a cost, she said "**** told me you were bonded." When ******** asked who **** was she explained it's her friend who sits in on our meetings with her.

  Company Sold: Yes, the company was sold as of 2025 to my husband and I. However, the previous owner is very much so a part of our lives and has offered to speak to **** multiple times. She has refused to speak to him and said "He's not a part of this anymore." He tried to call her and she ignores his calls. Also, I have been working for the previous owner since before this company was founded in 2020, and the two of us formed the company together. I've explained this to her and assured her she is in good hands, but she continues to complain.

  Billing Process: We are billing her the same way we have billed all of our customers. There is a $100,000 deposit due (retainer) to reserve your build spot. Once we begin the build we send out monthly billing statements on the 25th of each month for the work that was completed that month. Once the remainder of the balance is billed we begin billing the $100,000 deposit through the end of the build which is mostly labor and some small materials. We are in the finishing stages of the build, so we are in the retainer portion. This is no different than how we've billed for over a year now. I offered her an alternative solution to make her more comfortable (document attached) where she could keep the balance and we would bill the retainer until it is gone. Then, when the retainer is used up she could pay for each line item AFTER they were completed. This was still not sufficient; the only thing she is happy with is if we hold the remaining balance until the very end, which with the way she has treated us, we don't believe she will pay us. Since then, she has agreed to put the balance in an Escrow account.

  More Workers: We have minimum of 3 guys working there every week, most of the time 4 including my husband. We told her that once our other job in NY finishes up we would have one more guy. The moment he was freed up **** was there working.

  Elder Abuse: This is just sad that she is trying to claim this. If anything, we have been more considerate to her because of her age, even helping her with things around the house that she needs done. If anything, she is being prejudice to use because we are young. She has made comments to us that we will be out of business within a year. ******** and I are more than qualified to run this business with the experience we have.

  Basement Work: Customer signed a change order to install Superior Walls instead of **************** work. After the house was built on top of the foundation she is complaining saying it should have been included.

  She has met with an attorney and they assured her that there is nothing that we are doing wrong and she would be wasting her money to try and sue us, but she continues to threaten it without any cause. Throughout all of this abuse by her we have continued working.