ComplaintsforUmbare

• Initial Complaint

  08/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Umbare to do a full home renovation. Early on, problems started to arise due to improper planning and lack of job oversight on their end. Through every issue, they would blame and berate us. Because of this, we agreed to be reimbursed for jobs undone and problems in the renovation. The current issue is that Umbare has not reimbursed us the agreed upon amount for incomplete jobs and damaged products. They continue to push back reimbursement even though they have stated their jobs and scope of work are done. The agreed upon reimbursement includes a shower door that they are no longer purchasing or installing for the agreed upon amount of $509. A tile backsplash installation in our kitchen for $395, and a broken tub which was $1,000 but we have agreed to be credited back $900. Further, neither *** nor *******, the contractor/owners of Umbare, have been on site for over 4 weeks. They did not do a final walk through before schedule inspections (even though we requested it), and had no one on premises for any inspection. But, they continue to send accusatory texts and emails blaming us for any issue that has come up. They have now blamed us for their failed inspections, a toilet that they had specs on before plumbing was done but does not fit, lights that they had specs on before electrical was done but do not fit, an inaccurately measured kitchen causing us to purchase new range hood and adjust electrical, and any other issue there has been throughout the renovation. They have also continued to berate us in phone conversations and harass us with accusatory texts and emails.

  Business response

  08/09/2023

  Dear Better Business Bureau,
  
  In response to the complaint lodged by the homeowner, I'd like to provide some clarifications and insights to ensure an accurate representation of the events and our professional dealings. We take every complaint seriously and would like to address each point raised.
  
  1: Oversight: We consistently had our supervisor and trade-specific crew leaders on site throughout the project's duration. Contrary to the homeowner's claim, we always prioritize proper oversight to ensure quality and the smooth progression of our projects.
  
  2: Communication: At no point have we berated or harassed the homeowner. We have always maintained professional decorum in our interactions. We've adopted a policy where all our calls are recorded, and we maintain an archive of our correspondence. This can attest to our commitment to fair and respectful communication.
  
  3: Reimbursement: The issue of reimbursement has been a point of discussion, and we've been clear about our process. Immediate demands for checks, especially outside of the contractual terms, are challenging to fulfill. We've repeatedly mentioned that once all inspections are completed and costs assessed, we'll settle any outstanding balances. To provide context, this is a significant project, valued at approximately $330,000, wherein we've already credited about $15,000 due to certain decisions made by the homeowner.
  
  4: Contractual Changes and Interferences: The homeowner made several decisions outside our initial agreement, including hiring an external crew that ended up disrupting our scheduled tasks and filling our dumpster. Such changes have caused delays and added costs. Any financial implications were communicated, and while they might seem minor in the grand scope of things, they still need to be addressed properly.
  
  5:; Inspections: We're aware that certain inspections didn't pass, but changes made by the homeowner without our knowledge contributed to these failures. As the property is owner-occupied, we've faced challenges in coordinating inspections. Despite these hurdles, we've done our best to facilitate these evaluations, even if it meant accommodating the homeowner's specific timelines.
  
  6: Modifications and Delays: Regarding the range hood, the homeowner initially wanted to keep the original vent hood. A decision to replace it with a custom-made piece inside the cabinetry resulted in delays, as the product had to be ordered and the cabinetry modified. We adjusted to this change without charging additional fees.
  
  7: Scope and Direct Involvement: Several issues arose due to the homeowner's direct involvement, hiring other tradespeople outside our contractual agreement without informing us or seeking our input. Such decisions can have repercussions on the overall project.
  
  We deeply regret any inconvenience experienced by the homeowner. However, our actions have always been rooted in professionalism and contract adherence.
  

  To any potential future customers reading this, we'd like to assure you that at Umbare, our foremost priority is to deliver high-quality work while maintaining transparency and integrity. Each project, big or small, is handled with the utmost professionalism and dedication, and our extensive portfolio and satisfied customer base bear testimony to this commitment.
  

  We are officially asking for this erroneous, false, irrational, and unlawful complaint to be removed/not published. Its inaccuracies and potential harm to our business reputation are concerning. We respect the Better Business Bureau's role in ensuring trust and hope our detailed explanation reflects our commitment to the same principles.
  

  Furthermore, our legal team will be taking the necessary steps to address this with the homeowner.
  

  Thank you for your understanding, and we remain available for any further clarifications.

*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. ↩