ComplaintsforHome Solutions

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We began our housing extension in October of 2022. The problems began on November 30, 2022, when the roof over our existing house was opened to merge the current home into the extension. While the roof was open, there was not enough ice and shield protection that was put on. That evening we had a rain storm causing water damage in two existing rooms. These rooms were fixed with new sheetrock and ceilings. During this time of the correction, another water damage occurred on January 5 while they removed the vanity in our bathroom and forgot to shut a valve off, causing water damage in our basement and flooding the air handler for our furnace. The third time we had water damage was due to the poor design of the roof pitch, where the water backed up and ran down our newly sheetrock walls in the living room and laundry room (January 20). Besides our contractor placing heat tape on our roof, this still needs to be resolved, and I was told the roof design would be resolved this spring. Since then, the contractor told my husband to "f off" and was completely unprofessional. Our house still needs to be completed. A staircase that he tore up was left unfinished and unsafe for our children, and he was told this would only be fixed if a payment was given for $6,500. Since then, the house has been falling apart. Bedroom doors will not close, the sheetrock is cracking, sheetrock nails are coming through, and we can make out the stud beams of our roof. Our humidity remains at 60%, leaving our daughter ill. We run a dehumidifier 24/7, emptying it 5-8 times daily. We are concerned about mold in our walls and that our new project, which we spent plenty of money on, is ruined and likely unsafe to continue to live in. We have a folder of photos demonstrating the damages (95 photographs).

  Business response

  08/11/2023

  Good morning,

  Mr. and ***************** were clients of mine.  We built an addition to their home.  In November of 2022, we had an unfortunate mishap.  ******** did not properly cover the roof and we experienced a large rain storm that evening.  We replaced sheetrock on the walls and ceiling in the washroom and bathroom.  We discovered very little insulation in the ceilings.  We removed 6" of damaged ceiling insulation and replaced it with 12" of insulation.  All of the sheetrock was taped, primed and painted.  We also replaced the flooring in the washroom.

  During the winter, there was a leak in the new wall where the existing home was attached to the addition.  Upon inspection, we discovered an ice dam.  We removed the ice dam and added a heat tape to prevent the dam from occurring again.  I also noticed that the existing home was melting snow which was shedding water into the newly built valley.  I told **************** that this was going to continue to be a problem unless addressed.  He said he would take care of it.  I am not sure what occurred to cause a leak behind the bathroom vanity but that too was repaired.  

  New stairs were built to the new loft area.  The customer decided to change the layout of the existing stairs and remove the landing and straighten the stairs.  This was not part of the original contract.  I explained that it would be an added cost.  They chose to have another ********* to do that work. 

  I have always treated the Nadeaus with respect and have strived to give them the best work possible.  I have never had harsh or demeaning words exchanged with either Mr. or ******************  When we left, the Nadeaus were satisfied with the work.  All doors functioned properly.  There were no cracks in the addition's sheetrock.  The Nadeaus have not reached out to me with any of these issues.  It is the first I read of this.

   

   

  Customer response

  08/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In this exchange, ****************** had lied on numerous accounts on how he deemed he fixed it. On the account of ****************** disrespecting my husband, he was on speaker phone and we have numerous witnesses to attest to this. There is also text message proof of him apologizing for his unprofessional behavior. 
  

  In addition, we had informed him we were not satisfied of the outcome and that items were not completed of the contract. ****************** also promised to return in the spring and fix the roof pitch issue, and the heat tape was only a temporary bandage. This stayed on all winter, however, moisture is still present in the wall. 
  

  An adjuster will be present to determine the cost of the repairs. All documented evidence is available upon BBB request. There is, however, 95 videos and text messages, of damages that occurred and are currently present. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  08/14/2023

  I have not received any of the photos in question, nor have I or my office staff received any communication regarding these complaints from Mr. and *****************. In regard to the apology ***************** is referring to; I have attached the text thread between myself and ****************. We both apologized and ended the conversation on a good note. **************** expressed that he was happy with our work.

  Home Solutions has been in business for 13 years. We pride ourselves on our customer service and quality of work. My last correspondence with ***************** was on April 29th via text. None of these issues were discussed, and I have not heard from either of them since then.

  Customer response

  08/15/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In addition to the last reply - ****************** deemed we have 6 inches of insulation in bathroom ceiling, however, both myself and my husband came home to find the employees hip deep in insulation. This is not equivalent to 6 inches. Our extension hasnt even withheld the time it has been standing and attests to the poor workmanship of the company. In addition, Friday, I will attach the adjusters report deeming the amount of damages done to our property.

   

  unfortunately, the file size is too large to attach any photos to this tread. In addition, ****************** has also not reached out and asked for these photos. Which, in my last reply, stated upon request. 

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

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