ComplaintsforMake Ready Residential, LLC

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Make Ready Residential to rebuild my home after a fire. They first installed a roof with mismatched shingles. When I complained they said they would send the roofer back out to fix it. 5 months later and they still hadnt fixed it then told me it was structurally sound. They were supposed to paint all smoked wood with Kilz to contain the odor and they didnt. When I complained they said they were just going to prime it not paint it although the contract said paint. They installed new windows and didnt seal them. Months later they were beginning to cover everything up with ********* and I told them to stop and do it correctly. He told me another payment was due with a list of percentages of work completed. When I went to look 2 days after I got the invoice and paid them a little over $50,000 none of the things they listed were done. Now they refuse the refund my last payment or let their subcontractors that I had already paid for complete the jobs already started. When I ask for my money to be returned the owner said he would look at the work completed and figure out what I was owed and refund the balance. Its been a month and he ignores all my text and calls. He did answer a couple of emails saying the same thing he would look at the numbers and see where we stand. Im left with a house that is unlivable and no money to finish it. He told me and others it would take 9 weeks to finish and its been 6 months already. He failed multiple city inspections on the work he did and said it was the city inspectors fault because they wanted him to do things he had never had to before but when I told him to just stop I got a handyman friend to help me do the things the inspector ask for and 1 week later we passed the same inspection he failed several times because he didnt replace the burned rafters and kept trying to pass without it. He did absolutely no work after the payment of a little more than $50,000 but refuses to return it.

  Business response

  05/31/2024

  To whom it may concern,

  I will address the complaint piece by piece in the order that she has it listed.

  Please understand some of the responses here are just going back by memory since this has been going on for a while.

  clear she has been making payments starting from an initial down payment based on completion points of the project. The payments are there to allow us to proceed with the project so that we are not funding the project for her. I wanted to be clear that she has not paid the full amount for the project, at this time we collect the full amount before completion .

  The roof was one of the things done and part of the cost was replacing decking, replacing rafters, and also the roofing materials. We do agree that some of the shingles were mismatched in color. As explained by the vendor, this was done by mistake when the materials were delivered. Although once the roof is completed, its evident as your piecing it together I can see how it would not be ******* clear where youd have to stop and say This is absolutely one color. Shades it is basically different shades. We have asserted from the beginning that we would have this fixed. The roofer had some family issues which we kept the customer apprised of and had to be out of country for a while. What the customer neglected to mention here was that on April 1 the roof was on site with material and labor to do the job and she prevented him from doing the job. We dont know exactly what was said whatever was said to the roofer has gotten him so upset that we havent had contact with him since that time. we will get the roof fixed and she was the reason why the roof was not fixed. I dont feel that it should be our responsibility to pay somebody else when our vendor was going to be there to fix the problem at the original cost. On that same day we were meeting with her and when I arrived my project manager, **** was on site and he had told me that she was , speaking badly of the roofer and yelling at him regarding that issue. She has denied yelling. Im not sure why shes mentioning the question of being structurally sound, but the roof is structurally sound.

  Her complaint about the Smoked wood for some areas was valid however, this was an ongoing project and she went in and did the work herself instead of letting us finish. At the time that this was discussed when she went in, we were still in the beginning stages of the process of the restoration. I think that we just didnt get to that part of finishing it off fast enough for her. 
  

  The complaint about the windows was valid only to a certain point. The windows were installed, however we were not doing any of the finish work at that time. Some issues were found, and they were corrected. We had gotten to the point where most of the interior of the property and after we did that she was sending photos, probably taken a month before showing that the windows were not sealed. We have photos and document showing that things were done. As a matter of fact, the day that the vendor was back, finishing ceiling off any of the windows and resetting one of the windows in the master bedroom was on site at that time. The statement that we did not seal theWindows is false. They were a couple of spots that needed to be done better. I wanted to be clear that it wasnt as if we just installed the windows and screwed them in place and didnt put any type of sealant anywhere. 
  

  Her comments about the sheet rock and telling us to stop and do a correctly is not factual. The sheet work was done properly and after asking my project manager, ****, we would never told any issues with the sheet rock. Even when she sent numerous emails about various complaints, the sheet rock was not an issue..

  issue regarding payments honestly doesnt seem valid. If she felt that we would not at the completion point that we were telling her she couldve said something we wouldve reviewed it and made the appropriate request. We sent out the request for payment based on completion of certain parts of the project. She made the payment. At that time, we didnt think there was any issue. This came up really after she stopped the roofer from doing the repairs. At that point that shes not counting the roof as part of the completion and that is where she is looking for her refund.

  Her comment about not having the avengers come back to complete. The project is false. As I explained above regarding the roofer, she was the one who prevented him from doing the work. Once again, he was on site with materials and workers ready to do the work.

  Her Her comment that we are not responding back to her is also fools. I could forward emails to you to the effect.  Over the course of time of trying to resolve the final amount of money owed she Has sent numerous emails and each time and email comes in. Theres another complaint that we have to investigate and evaluate. And that is partly what is holding up this process.

  her comments about the project nine weeks was fairly accurate. However, this house was a complete redo, and when the city got involved, permit process and evaluations begins to get drawn out part of the issue is that we believe she contacted the inspectors at one point and may have said something, that did not sit well with them. After that, the approval process became labored and drawn out for every step of the way there was many issues that were unique to this project as far as how the inspectors were handling the approval of the different stages. If need be, I can send documentation for that. 
  

  The issue regarding the burnt rafters has several parts to it. We had the house inspected by a licensed engineer, and originally the supports past his inspection after a couple of months, and after the issue with the inspectors that is when the inspector started questioning the rafter supports. The first step to this was the city had asked for a letter from the engineer stating that the rafter supports past his inspection. We got this report and forwarded to the city. It took more than a month to respond back, saying that they were not accepting that report. Theres nothing we can do about that. After we got that report, we had to contact the engineer again and he had to write up a solution, that wouldve been sufficient for the city. Of course that took a little bit of time that paperwork was sent to the city waiting for approval. This is the time when she stop the service from us. So we did not have the opportunity to go into do the work. The owner went in and did the work  at that time. We gotten the approval from the city we wouldve done the work that was required. 

  We do want to get this issue resolved, but we also need to have the roof repaired by our vendor so that we dont have to hire somebody else. At this point she does not want that vendor so that creates an issue for us. 
  

  im not sure of the correct way to handle the situation. I am willing to try to contact the vendor and see if h*** go back again with her approval and have him do the work that needs to be done. If that is acceptable, we will try to move forward with that.

  Now, if we have to hire another vendor to go back and replace the mismatch shingles, there would be a cost to that and that would have to be applied to the project. We would rather not have to do that.

  thank you.

  I paid Make Ready Residential to rebuild my home after a fire. They first installed a roof with mismatched shingles. When I complained they said they would send the roofer back out to fix it. 5 months later and they still hadnt fixed it then told me it was structurally sound. They were supposed to paint all smoked wood with Kilz to contain the odor and they didnt. When I complained they said they were just going to prime it not paint it although the contract said paint. They installed new windows and didnt seal them. Months later they were beginning to cover everything up with ********* and I told them to stop and do it correctly. He told me another payment was due with a list of percentages of work completed. When I went to look 2 days after I got the invoice and paid them a little over $50,000 none of the things they listed were done. Now they refuse the refund my last payment or let their subcontractors that I had already paid for complete the jobs already started. When I ask for my money to be returned the owner said he would look at the work completed and figure out what I was owed and refund the balance. Its been a month and he ignores all my text and calls. He did answer a couple of emails saying the same thing he would look at the numbers and see where we stand. Im left with a house that is unlivable and no money to finish it. He told me and others it would take 9 weeks to finish and its been 6 months already. He failed multiple city inspections on the work he did and said it was the city inspectors fault because they wanted him to do things he had never had to before but when I told him to just stop I got a handyman friend to help me do the things the inspector ask for and 1 week later we passed the same inspection he failed several times because he didnt replace the burned rafters and kept trying to pass without it. He did absolutely no work after the payment of a little more than $50,000 but refuses to return it.
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Make Ready did a terrible job on the remodel of my shower. I have pictures of the shower head sitting on the new tile beneath it, then a few inches above the tile, then finally with tile surrounding it. Through this process of redoing the same task multiple times, I realized that Make Ready had neither applied for nor received permits to replace the plumbing in both of my showers. Therefore, their work was not being inspected, and I was left with work done incorrectly. In the end, the tile extends too far into the bathroom to even replace my toilet paper holder where it was previously. I told them I needed them to get permits and inspections for the work they did, but they refused. Therefore, I refused to pay them the final 25% of their contract. In turn, they signed an Affidavit for ********'s Lien against my address so that I could not sell the property. I need for them to acknowledge that they did not complete the work correctly and remove the Affidavit from my property title. I have pictures of their terrible work that I can share.

  Business response

  08/23/2023

   

  To whom it may concern,

  
  We are in receipt of the complaint from the client that we had for the subject property. 
  
  There were several false statements in her complaints.
  
  1 First off, the work that we completed did not require permits. What we did was replace a shower valve assembly. This does not require a permit.  This issue was never brought up to us whether in writing or verbally at any point during the process of the job, even up to final approval.  This complaint was the first that we have heard about permits being required in her mind.
  
  2 The work that she is complaining about was brought to attention by doing a pre-completion walk-through, and those issues were addressed to their satisfaction.
  
  3 She makes a statement of redoing the same task multiple times, and that is not true.  
  
  4 She also states that the work is done incorrectly and that is not true.
  
  Her house was For Sale and as far as we are concerned or know it passed inspection. After completion of the job, we have not received any type of notification of insufficient work on any of the work that we completed.
  
  5 At no point in time did she ask us or tell us to get permits for any of the work that was done. 
  
  6 Contact was only with her Listing Agent up until the final walk-through. During a final walk-through with the Listing Agent, she had told us that everything was OK and acceptable.
  
  After this walk through the homeowner walked the property herself, which obviously she has the right to, and then gave us a list of things that she wanted corrected.
  
  We did go through the list and made those corrections for her at our cost and no additional charges to her.
  
  PLEASE NOTE: Some of the photos that shes showing are NOT final product photos.  
  
  We have an email from her stating that she cant pay the final bill because she stated that the job took longer than anticipated.  While this is true, she stated in the email that it was two months and that is not true. There was a delay partly because of a change order for additional work that we found that needed to be done inside of the walls after we opened them **. In addition to the multiple visits from the owner walking through the property and finding things that were not to her satisfaction.  There were two different walk-throughs and different things were mentioned.  And all of the issues that she pointed out we corrected at our cost.
  
  We did have a signed contract with her that we were supposed to be paid within five days of completion of the project. We only found out about her wanting to pay us at closing, weeks later.  
  
  In order for us to protect ourselves, we then filed a lien on the property. That is the only way for us to be protected.
  
  If she was planning on paying the bill, she should not have a problem with the lien since it does not affect her overall finances.
  
  We feel she is filing this complaint out of retaliation because we filed a lien and I think she feels embarrassed.  Her statements of fact in her complaint to you or not true.  
  
  She has also begun a campaign and getting friends of hers to file false reports that we did work for them that was not good also.
  
  We respectfully request that this complaint be removed from our record for the above mentioned reasons.
  
  Thank you.

  Customer response

  08/29/2023

  I am rejecting this response because: 

  Make Ready Residential LLC (MRR) does not hold itself to the high standards it demands of its clients. I signed a contract with MRR on May 09, 2023 to do the following: replace approximately 200 square feet of flooring extending from kitchen to home front entry, remodel and tile 2 bathtubs/showers in upstairs bathrooms, and replace the dishwasher in the kitchen. MRR estimated this would take around five (5) days to complete, and no more than ten (10). Therefore, I expected to be able to list my home for sale on or around May 23, 2023.

  I received notice on May 25th that MRR had finished the job, and I traveled to ********** that weekend (Memorial Day, May *****) to inspect the work. I was extremely disappointed with what I saw, and quite appalled at the poor workmanship. See pictures submitted with original complaint.

  That weekend, I walked through the house with my realtor, *************************, making notes of the items that needed attention: one of the showers was tiled behind the shower head but the other was not; there were some gaps in the new flooring which negated its waterproof condition; the transition strips on either side of the new flooring did not match each other or the flooring; patches of holes made in the walls were done very poorly; porcelain bolt covers were missing from all three toilets; a window sill in one of the bedrooms was damaged; the toilet paper holder in Master bathroom had not been replaced; diverters in both bathtubs had not been upgraded to match new antique bronze fixtures; soda spills and construction dust had not been cleaned; refuse from the demolition of bathtubs and all trash had been piled in my carport rather than being removed (which could have resulted in my being fined by my HOA); old shower valves and copper pipes were left on the back porch; there was a large jagged hole cut in the kitchen cabinet to accommodate cord for dishwasher (a dishwasher had been in that space for 50 years without cabinet being cut), there was a long brown smear of grout on the side of the toilet in Master Bath; and so on. MRR thought their work was done and invoiced me on May 31 for payment.

  I never returned to ********** again, although the information submitted by MRR says otherwise. I believe that is merely an example of MRRs lack of attention to detail rather than intentional lying; however, I believe their statements regarding the need for permits are intentionally false. I have contacted the ****************** permitting office twice at ************, and have received the same answer both times: a permit is required when replacing a shower valve assembly. It is a requirement of both the ************** and the ******************; and MRR should be aware of this.

  
  In my mind, that is enough in itself to file a complaint against MRR and have their accreditation from BBB removed; however, there is more. It took multiple attempts and several weeks for my home to finally be ready to sell. MRRs first attempt at correcting the shower head in the Master bath resulted in its being moved a few inches higher so that it was no longer resting on the tile; but it still did not have tile surrounding it like the other shower did. MRR again thought they were finished, and invoiced me on June 15th for the work. I did not pay the invoice because there were still several items needing attention and correction. That is when **** ********* sent an email stating that, As a sign of good faith, I've waived the late fees today. I will have no choice but to reapply them if payment is not received by close of business 6/16/23.   We typically file liens on the properties after 30 days past due. My realtor, ******, replied that the work was not yet finished correctly and still required attention. Those being copied on this email chain were: 
  
  **** ********* <***********************************>
  ************************* <****************************>,
  *******************************,
  Accounting <*************************************>
  cc: ******************* <***********************************>,
  Estimates <************************************>,
  *************************** <********************************>,
  *************************** <*************************************>,
  ******************* <***************************************>,
  *********************** <***********************************>
  date: Jun 15, 2023, 12:13?PM

  After that, there was some email discussion about what needed to be done, parts needed to be ordered, etc. On June 21, ******************* sent an email stating it might be Monday when somebody would be able to do some work at my house. I finally chimed in on June 23 and said it was not acceptable to have so little commitment from MRR, and that since they had threatened me with late fees for taking too long to pay, I thought I should be charging them late fees for taking so long to complete the work. I received a nice, apologetic email from ****** in response (also on June 23) saying that they were working hard to make everything right.

  On June 26, ****** emailed that the work had been completed over the weekend, and he was going to check it to make sure it was acceptable. After that, MRR invoiced me again on June 29, and I did not pay the invoice.

  On July 10, I received a nice text from *********************** in MRR Accounting, asking whether they could expect payment soon. I replied that I would be able to pay them when my house sold, and that I had not budgeted enough for my home to sit empty for so long. After that, I received an email from *************************** on July 12 stating that my reply was not acceptable and that I had two days, until Friday, July 14 at 5:00 p.m., to pay the invoice or a lien would be placed on my property. I sent an email reply to ******, copying ************************* and MRR Accounting, on July 14th stating, The ****************** tells me there are permits and inspections missing from the scope of work. These things need to be addressed before payment is submitted. Thank you.

  I did not receive any reply to that email. MRR now claims I did not bring the issue of the missing permits to their attention; but I did. They chose not to respond, and to instead place a lien on my property. I believe that since MRR markets directly to *********** professionals in the ****** and ******* areas, their target clients are those who are preparing to sell their homes. Even the name of their company suggests it. I believe this makes them unmotivated to do a good job in a timely manner because if/when a situation arises like mine where they display gross negligence and incompetence, they merely file a lien on the property and get their pay very quickly at very little cost to them. The homeowner, however, would have to hire a lawyer and set a court date, costing thousands of dollars and many months or years to refute MRR's claims. I have already proved that MRR is willing to lie in order to get its way, and I would not like to see another customer of theirs suffer what I did.

  Also, I incurred many costs in the additional five (5) weeks it took MRR to actually get my property ready to sell:
  Monthly home payment: $1400
  Insurance $265
  Taxes $75
  HOA $194
  Water bill $55
  Electric bill $150
  Hotel bill $282
  Professional cleaning $250

  These costs result in a total of $2,671.00 for just four (4) weeks, and also does not include other incidental costs I incurred when traveling to ********** to inspect their work, not to mention the cost of my time and effort just trying to get them to fulfill their responsibility to finish the work and do it correctly.

  I had to pay their lien of $2,680.24 when I sold my house. Otherwise, I would have been in breach of contract with my buyers. I do not think it is right that MRR can behave so callously and unprofessionally toward its clients, not do the work correctly or fulfill legal requirements, and then be paid in full, regardless of the additional costs to the client for their incompetence and disingenuous nature. I would like to be reimbursed the amount of the lien, and I would like for my complaint with the BBB to stand. I believe it is correct for other prospective clients to be made aware of the possibility of having the same horrible experience with MRR that I had. Thank you for your consideration of that likelihood.
  

  Customer response

  08/29/2023

  The outcome I originally requested (removal of the lien on my house) is no longer an option because I had to pay it in order to sell my home. I would now like to be reimbursed at least that amount, $2,680.24. I also believe it would be appropriate for Make Ready Residential LLC to lose it accreditation from BBB. Thank you.

  Business response

  09/20/2023

  I first want to say that Make Ready Residential was not happy that ***** is not satisfied with the work that was done.  I do believe that the finished product was satisfactory. I also do feel that it took a little longer, but the delay was not entirely our fault. I believe it does rest on both of us and Ill try to explain that in this response. Nothing here that Im writing is trying to indicate that somebody is not being fair, but I may say a few things that seem that way. If I feel the statement is not true, I will state that. But Im trying to give all the facts as best as I know them. Keep in mind that this is going back to April of this year and to me its difficult to go back that far and have a 100% accurate response. 
  
  Unfortunately, this response will take a while because ***** brought up so many different issues that were not brought up in the original complaint.  I will respond to most of them, but not all of them. Not because I dont want to, but just with time constraints.
  
  Im going to reference emails by date, but I believe it is too much information to try to put into this response. If additional information is required, I will be happy to provide that.
  
  On or about May 25th, ***************************, the Owners agent, and *******************, our Project Manager,walked the property and we were given the approval for the scope of work done.  The purpose of this walk-through was to identify any issues that needed to be corrected, and address those issues. Since there were none mentioned at this time, we sent the final bill out.  We were not aware that the homeowner was going to tour the property that weekend, and obviously we have no issue with her walking her property to inspect.
  
   In the first BBB complaint, the main complaints mentioned based on Marlas visit the weekend of May 27-28 were that the showerhead was at the tile line, she mentioned the permit which will be addressed later, that many repairs were done incorrectly, and that she did not pay her final bill because of the permits.  We are in receipt of a list from *******, her Realtor, dated May 30th, 2023, of the items ***** found deficient.We do not know if ***** walked the property with her agent, or if this is just information ***** forwarded to the agent, who then forwarded to us. Either way it did not matter, we addressed all the items on the list within about a week. 
  
  Just as a note, this was the first time that we had any interaction with the homeowner regarding the scope of work for the property. Obviously, the homeowner was involved in signing the contract and making payments, but this was our first contact regarding the scope of work. Up until this point we didnt know that the homeowner would be involved in this manner.  This is often the case and is not unusual.  Normally, if we do have an owner involved, we would want to meet with the homeowner when job is being bid.  All instructions for the bid for the job and during the project  were from/with the Owners agent,******.
  
  Obviously, the agent felt that the work was sufficient and gave us the go ahead to send the final bill on the 25th.  However, the homeowner did not.  I agree that some of the items needed more attention and we had no problem taking care of the issues to make things right.  That is our clear intention and normal procedure.  We know that we are not perfect but before we leave we will make things right, and I believe that is what we did.
  
  Its clear that the agent and the Owner were looking at the property in slightly different ways.  The owner is looking as an Owner of the property and I believe the agent is looking at it with the idea of trying to sell the property.  
  
  One issue I have is that on the initial complaint that we received on the 30th we were told The shower head is not installed correctly. During the walk through with my operations manager, ***************, on the 31st we were not told to install tile around it.  Instead, we were asked to move the shower head up. We did do that and on the follow up visit by the agent on the June 12th we were told thats in the right place now.  
  
  The list of issues that we were given on the 30th contained 15 line items.  All were addressed whether or not they were part of the original scope of work (as a couple were not).  In the effort of keeping our customer happy, we took care of all the items without any additional charges.  We informed the customer on the 9th that we were completed and ******* went back on the 12th to check. At that point there were only 3 small issues left. We were still waiting for the parts for the tub overflow to come in (which the agent knew about), we had  to do touchup paint on the windowsill, and we had to reinstall the towel bar in the master bath (was waiting on owners desired location of the towel bar).  Later, on the 12th, we received another email from the agent stating that the homeowner wanted to have tile installed behind and above the showerhead.
  
  Initially, my operations manager sent a change order and I believe that the customer was not happy so we discussed this internally and decided to do this at no charge.  This did add to a delay in the project to get this part completed.  To be honest had this been requested on May 30th, it most likely wouldve been completed by this time (June 9th).
  
  Unfortunately, at this time, the two tile setters that we have employed were both on other jobs and we had to wait for one of them to finish up to get them over to this job to finish up this tile work. I hope that everyone can understand that we cannot just put anybody on the tile work.  This work was completed on the 24th.  Just a note - In the beginning, regarding the tile, we did ask if they wanted the tile to go up to the ceiling which is standard procedure for a retile for a shower surround, but we were told no and most likely because of cost concerns.  
  
  I need to address the issue regarding the permits. I believe there are some false statements being made in the complaint. We completed the tile work on Saturday the 24th of June and *************** was at the house on the 26th to check and be sure all was good.  **** corrected a couple of small things (repair a joint in the flooring and caulk under the stairs and were done). After this, we requested payment several times after the normal 5-day waiting period.  The response that we got on July 10th from the Owner was this:
  
  Hi,*****. Thank you for your message. My home has been on the market for three days and I will be able to send payment when it sells. I did not budget for the home to sit empty for two additional months. Thank you for your understanding.
  
  ***************************, one of the owners of Make Ready Residential, on July 12th responded:
  
  Unfortunately,this will not work for us as we'll have zero recourse if you do not pay us once the property is sold.  We do, however, offer financing through a third party which would appear to satisfy both parties here.  They offer 0%interest options and you could use the funds at closing to satisfy their loan. 
  
  Please let me know if you have any questions.  Otherwise, please make payment in full no later than 5 PM this Friday, July 14th, 2023.  If payment is not received in full by then we'll have to give this to our attorney to file a lien, unfortunately.  This will ensure that we do get paid at closing.
  
  I want to point out a few things at this time.  I know that the owner, ***** is stating that she had to wait for us to finish the work. However, that was not the only delay here.  We notified ***** on the 26 that we were finished and the house did not get listed until July 7.
  
  In the beginning of the bid process, it took from April 25 until May 9 to finalize the work that needed to be done for the house. That was a 2-week period.  Part of the negotiation was trying to discuss why we needed 12 cases of flooring instead of 11 which wouldve been a savings of about 50 or $60. We had to explain that because of the tight spaces we are working in and the size of the tile that there would be more waste.  All of this more time.
  
  As mentioned above, we were instructed to do the tile work on the 30th . We wouldve been finished at least a week prior to that, if not more.
  
  I understand the customer is not happy, and theyre saying that there were delays, which I agree there were some on our part, however, all of the delays were not on us. 
  
  As indicated above,the Owner did not make the payment because she did not plan on the house sitting for two months, and to me was hinting that she didnt have the money to pay because of the delay. 
  
  In the complaint she claimed that she did not pay because we did not pull permits.  This is not true. 
  
  In an email dated July 14 she stated that she called the city of Carrolton and that the city of Carrolton told her that there was a permit required for the shower valve. That was the first that she mentioned it and probably the first that she heard of this.However, she told us that she couldnt pay us several days before that because the house sat for 2 months which is an over exaggeration.  I believe she is using information that she gathered about the permit after the fact to use that as the cause of not making the payment.  
  
  Cost concerns were evident during the bidding process as we had to have a conversation regarding one case of flooring, where we had to explain why we needed 12 cases instead of 11. This would amount of approximately 50 or $60.
  
  Also, there was a change order in the amount of $344, that came back as unpaid.  Once again in the interest of trying to be fair and compassionate with the customer, we took this payment that was due and put it onto the end of the bill. In the contract, it does state that any change orders need to be paid immediately before the work is done. We went ahead and did the work without getting paid for that change order which increased the amount of money owed at the end. 
  
  In several places in these complaints, she makes claims of our unprofessionalism, and I feel that we have shown several different times during the course of this project that we try to take care of our customers.  We did not insist on collecting the $344 which was contractual, we completed some additional work that was requested at no additional cost, and we provided steady communication with the Owners agent all along.
  
  *****, in her complaints,  also uses terms like terrible job, extremely disappointed,and quite appalled at the poor workmanship. However, none of the terms like this were used in any of the emails sent regarding the work that needed to be completed. As a matter fact, the emails are cordial and understanding.
  
  My feeling is that when we filed the lien, and presumably learned at closing that she had to pay,she was embarrassed or caught off guard, and then started complaining to the BBB.   If you notice her complaints did not come before she discovered the lien had to be paid.  I feel that this complaint is retaliatory and not satisfaction based.  
  
  In addition to filing a complaint with the BBB, ***** has begun a campaign of filing bad reports online regarding our company and had included many false statements.  She has also garnered support from some of her friends to file similar reports regarding our company. We have numerous accounts online of people who we have NEVER done work for stating that weve done poor work for them and all of these happened AFTER the lien was discovered at closing. I believe that that is too much of a coincidence.  Again, not wanting to say anything too harsh, but to me, this is libel, defamatory and retaliatory. 
  
  I understand that ***** is looking for some sort of compensation from us, but I do believe that we were paid what we were due because we did leave the house in very good condition once we finished and no issues we brought up at closing regarding the work we did even after an inspection. 
  
  As stated in a previous response, the house was sold, and Im sure it was inspected, and we received no complaints or requests to fix any of the work that we did during our project.
  
  I know that she is looking for reimbursement of the lien amount of $2680.24 but I do not believe that we truly owe her that money.  I also see that shes asking for Make Ready Residential to lose its accreditation, which I dont understand. 
  
  In the interest of being fair, I have a resolution. We will agree to pay her $250.00 if she, in return, agrees to have all of her friends rescind ALL of the negative comments put online about us and change HER complaints online to reflect the facts and not falsehoods. 
  
  In regards to my comment in the first response, please understand that we probably have 150 emails or more floating back-and-forth regarding this job at this time.  I did not see that email on July 14 regarding the permits. Had I seen that email,I wouldve addressed it in the first response as I did now.
  
  All of the statements Ive made here are true to the best of my ability keeping in mind that this project began over 5-months ago, in April of this year. 

  Customer response

  09/28/2023

  I am rejecting this response because:   

  Make Ready Residential LLC has not yet addressed the complaint. The business is avoiding, deflecting, and distracting from the issue by speaking in great detail about other things. My complaint is that MRR did not do the job correctly. The correct, legally compliant way to complete the job would have been to obtain permits for the two shower valve replacements. This is how MRR "addressed" the issue in their last message, which is not addressing it at all:

  MRR stated, "I need to address the issue regarding the permits. I believe there are some false statements being made in the complaint. We completed the tile work on Saturday the 24th of June and *************** was at the house on the 26th to check and be sure all was good.  **** corrected a couple of small things (repair a joint in the flooring and caulk under the stairs and were done). After this, we requested payment several times after the normal 5-day waiting period.  The response that we got on July 10th from the Owner was this:"

  This does not address the issue at all. MRR has spent time discussing the long process of correcting/improving upon the terrible work they did; but in no way has the issue of not obtaining permits been addressed.

  I submitted photos of their terrible workmanship simply to demonstrate the reason why I have no confidence in their work. The shower valve work that was not inspected could be defective as well, resulting in leaks and much damage in the future. That is why both the ************** and the ****************** require that permits be obtained and inspections be performed before finishing the job. MRR did not go through that necessary process.

  Therefore, their work is unacceptable. Based on the terrible job they did on what was visible, I have no reason to believe that the plumbing work done behind the walls was any better.

  Since the work was not done correctly, I believe the amount they charged was far too much. Considering the poor quality of the work they did, the charge was far too much. Due to the length of time it took them to correct the work, the cost to me was far too high. Since they did not legally and properly serve me with information about the lien they imposed, I was blindsided and unable to close the sale of my property in a timely manner. Since MRR did not respond in a timely manner to my BBB complaint, I incurred additional taxes, insurance, HOA, and utilities costs while waiting for them to respond. This amounted to around $1,250.

  The total amount of losses therefore is in excess of $6,250.00. I would like to be reimbursed for that amount. I also believe it is appropriate for MRR to lose its accreditation with the BBB since they do not do business in a legal and professional manner.

*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. ↩