Total Holdings Group

Good Morning I am responding to complaint *** I would like to start by saying that Total Holdings Group LLC take customer service very seriously and this letter
comes at a great shock our company did service the mention client just before Christmas and the time frame was about business days start to finish, THG was hired to paint the master closet and repair shelf, repair the master bath ceiling, paint the ceiling in the two bedrooms with the jack and jill bathroom and caulk around the shower walls(only walls),tighten top rail of steps and replace pantry shelves with stronger shelves(but basic affordable shelves with customer picking up all materials and furnishing anything needed to complete the job with a labor budget of $We began job and the customer called and told us she was unable to get the materials needed and asked if we would get them and have the store call them so they could pay and that her dad would be in charge of the project due to her work restrictions and availability so we agreed to go ahead to keep the job from being delayed anymore and we picked up the needed materials and had the store give the client the rundown and collect payment but prior to any purchases the customers father was always called to get prior approval and confirmation of availability to payShortly after the project started the father called us being the project manager and asked us to go ahead and do additional work and he would pay an additional $1500 which included painting bedrooms, removing kitchen dishwasher and moving it to the pool house and installing a new one in the kitchen, caulking trim in the bedrooms the walls were painted and repairing the stoop in the first floor office and installing wood to the topAs the project was going and the pantry was completed the customer came to us and asked us if we would spread the shelves further apart after initially asking us to just replace shelves and re-install back in the same place which required us to pull all the shelves apart and repair the wall and rebuild them which we did to keep the customer happy we was also if we could repair the front door which I told her from the beginning that we could adjust it to make it better so it would open at all but it would cost quit a bit to completely fix it which she stated it only needs to be able to open for us to move in and we would never need it again anyways since it was the latching door to French doors so we did a lot of adjusting and anchoring to get it to open and it was functionable again but still needed future work which she was not wiling to pay for at the time and after looking at the top post we realized that it was improperly installed previously and the hardwood was raised up making a trip hazard so we removed the post and totally rebuilt the area to make the landing safe again which was a lot more work then we were hired to do but we decided to fix it right at no additional cost after everything was completed per her fathers directions we did a walk thru with her and she was very happy and we moved on to give her the final invoice which she began getting very mad and bad talking her father the person in charge and we explained everything to her that her dad has us do the additional work and the additional moneys was discussed and then she began to say that the pantry wasn't fancy enough now so we wrote down her punch out items keeping in mind we haven't been paid and we for the 3rd time built the shelves but instead of being just strong and functionable they were made very fancy and trimmed in approved molding and then she complained about the wood for the stoop which she was explained in the beginning that oak would be very expensive and they chose to go with the less expensive but still nice wood, So we sanded and repainted the wood then she told me we was suppose to fix a window stool that she originally said she would fix but to keep the customer happy we fixed it along with rebuilding her office door to make them right and shooting loose trim in and to top that I adjusted the closet doors as best as possible without buying anything so they would open and no charge just to keep the customer happyAfter doing the final walk thru I did a walk thru with one of the *** *** *** and he had us repaint the stoop and he was happy and we was done and we left all materials bought on the job(brushed, rollers, screws, paint, caulking,ect) not removing anything and for the drywall we only bought a 2xpiece for the repair and threw away any scraps so I don't know what drywall she is accusing us of removing or what materials she was talking about and the febreeze was bought and left to eliminate the paint odor in the house and paint roller sleeves and things like that are not tools they are supplies and they were notified and given receipts for everything bought and nothing extra was charged for the several trips we made to get materials that were supposed to be gotten by the customerThe Kitchen cabinet corners were built incorrectly from the beginning and the customer was told that we would do are best to secure the bottom but there was no guarantee because of the lack of space and the design all work was cleaned up and painters tarps were installed in every room worked on to prevent debris and painters rarely use tape they use a cut brush which eliminates the need for tape and all walls were straight and the couple spots the customer pointed out were previous paint which we repaired to make them happy and not sure why they felt uneasy being they were not there or living there yet and told us they couldn't get movers tilDecember 27 which we were done and out of there before the move in.
This letter has come at a shock and the things in it since we did go above and beyond to make the client happy and Tara called and notified us she was sending the check last December since she was unable to be there for the final walk thru and til this day there is still a $balance and I truly believe that this is a way to get out of paying if there truly is something that needs to be checked that we did we would be more than happy to meet with her and verify the problem and it was in fact something she paid for and done not to spec and fix it but only after the invoice has been paid in fullTHG has a long customer list and has never had a compliant or been accused of taking anything and we PRIDE ourselves on the fact that are customers trust us and no we would never steal anything and this is true to this day*** ***
*** *** *** ***
***

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have provided the company with receipts to back up what was extra materials.  One of the employees working for them was providing incorrect information to both myself and Brian which has been causing the disagreements.  Brian has stated from the beginning that Total Holdings Group inc. believes in customer service and quality work which can be seen in photos of work that has been done at alternate locations but has not been seen at my house yet.  Brian's business partner came by today and agreed the work was not done to the companies normal standards and is more than willing to fix things that are not right and complete things that were not done with the high standard they are accustomed to providing their clients.  They agreed that employee that caused this disagreement will not be allowed back on my property at any time.I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]

Review: Hired contractor to remove current pantry shelves then build & paint new pantry shelves to spec. given; paint & caulk 3 bdrms including ceiling in 2 of the 3 bedrooms and the closet in 1 of the 3 bdrms; paint and caulk 1 bthrm, 1 J&J bthrm including painting ceiling in J&J; repair & paint ceiling in MBRM bthrm; paint & stabilize shelves in MBRM closet; make cover for window seat; repair 1 stair post & tighten landing; fix front door; repair window ledge in bthrm; fix 2 cabinets in kitchen. Contractor took poor notes on work that needed done then repeatedly complained about house & type of paint but yet did not use previously bought primer to assist them w/ correctly painting yellow bdrm. Did not caulk bthrms at all until repeatedly reminded & then messily using their finger they only caulked at the base of the over dust that was visible through caulk. Missed caulking some spots in bdrms. Ceiling in J&J not painted; partially loose post on stair; disagreed on front door fix a staple now hanging out of the bottom of door & a gap at bottom of door allows cold air in, threshold seal was nvr replaced either; wood work was not sanded only partially filled; residue from previous pantry shelves not removed and was just painted over; new pantry shelves were not caulked or built to spec. there are staples coming out the back that will cut someone if not careful; cabinets in kitchen were poorly fixed & wood holes not filled w/ staples going into cabinet can cause harm; fuzz in the paint in some rooms; do not tape when painting line where 2 tones of paint meet looks sloppy; missed spots with the paint; do not clean up after themselves and abuse privilege when getting materials by buying paint brushes & rollers that should be contractor supplied & kept them. Believed supplies to be paint that was needed. Took leftover screws & drywall. Laid on new comforter and left mess that had to cleaned Christmas eve. Bought febreeze & other non-essentials. Delayed move in date by 1 week. Felt uneasy in own home.Desired Settlement: Work to be professionally completed & a refund on what should have been contractor supplied tools, & the remainder of my left over supplies returned. Want a skillful worker that is job oriented and behaves in a professional manner. Such as not taking from homeowner and knows how to follow directions.

Business

Response:

Good Morning I am responding to complaint [redacted] I would like to start by saying that Total Holdings Group LLC take customer service very seriously and this letter comes at a great shock our company did service the mention client just before Christmas 2014 and the time frame was about 5 business days start to finish, THG was hired to paint the master closet and repair shelf, repair the master bath ceiling, paint the ceiling in the two bedrooms with the jack and jill bathroom and caulk around the shower walls(only walls),tighten top rail of steps and replace pantry shelves with stronger shelves(but basic affordable shelves with customer picking up all materials and furnishing anything needed to complete the job with a labor budget of $1800. We began job and the customer called and told us she was unable to get the materials needed and asked if we would get them and have the store call them so they could pay and that her dad would be in charge of the project due to her work restrictions and availability so we agreed to go ahead to keep the job from being delayed anymore and we picked up the needed materials and had the store give the client the rundown and collect payment but prior to any purchases the customers father was always called to get prior approval and confirmation of availability to pay. Shortly after the project started the father called us being the project manager and asked us to go ahead and do additional work and he would pay an additional $1500 which included painting 3 bedrooms, removing kitchen dishwasher and moving it to the pool house and installing a new one in the kitchen, caulking trim in the 3 bedrooms the walls were painted and repairing the stoop in the first floor office and installing wood to the top. As the project was going and the pantry was completed the customer came to us and asked us if we would spread the shelves further apart after initially asking us to just replace shelves and re-install back in the same place which required us to pull all the shelves apart and repair the wall and rebuild them which we did to keep the customer happy we was also if we could repair the front door which I told her from the beginning that we could adjust it to make it better so it would open at all but it would cost quit a bit to completely fix it which she stated it only needs to be able to open for us to move in and we would never need it again anyways since it was the latching door to French doors so we did a lot of adjusting and anchoring to get it to open and it was functionable again but still needed future work which she was not wiling to pay for at the time and after looking at the top post we realized that it was improperly installed previously and the hardwood was raised up making a trip hazard so we removed the post and totally rebuilt the area to make the landing safe again which was a lot more work then we were hired to do but we decided to fix it right at no additional cost after everything was completed per her fathers directions we did a walk thru with her and she was very happy and we moved on to give her the final invoice which she began getting very mad and bad talking her father the person in charge and we explained everything to her that her dad has us do the additional work and the additional moneys was discussed and then she began to say that the pantry wasn't fancy enough now so we wrote down her punch out items keeping in mind we haven't been paid and we for the 3rd time built the shelves but instead of being just strong and functionable they were made very fancy and trimmed in approved molding and then she complained about the wood for the stoop which she was explained in the beginning that oak would be very expensive and they chose to go with the less expensive but still nice wood, So we sanded and repainted the wood then she told me we was suppose to fix a window stool that she originally said she would fix but to keep the customer happy we fixed it along with rebuilding her office door to make them right and shooting loose trim in and to top that I adjusted the closet doors as best as possible without buying anything so they would open and no charge just to keep the customer happy. After doing the final walk thru I did a walk thru with one of the [redacted] and he had us repaint the stoop and he was happy and we was done and we left all materials bought on the job(brushed, rollers, screws, paint, caulking,ect) not removing anything and for the drywall we only bought a 2x2 piece for the repair and threw away any scraps so I don't know what drywall she is accusing us of removing or what materials she was talking about and the febreeze was bought and left to eliminate the paint odor in the house and paint roller sleeves and things like that are not tools they are supplies and they were notified and given receipts for everything bought and nothing extra was charged for the several trips we made to get materials that were supposed to be gotten by the customer. The Kitchen cabinet corners were built incorrectly from the beginning and the customer was told that we would do are best to secure the bottom but there was no guarantee because of the lack of space and the design all work was cleaned up and painters tarps were installed in every room worked on to prevent debris and painters rarely use tape they use a cut brush which eliminates the need for tape and all walls were straight and the couple spots the customer pointed out were previous paint which we repaired to make them happy and not sure why they felt uneasy being they were not there or living there yet and told us they couldn't get movers tilDecember 27 which we were done and out of there before the move in.