Epic Makeover

We first contacted Epic Makeover to do a repair for the dormer leaking on our roof in November of 2019. They completed the job on December 20th 2019. We paid them in full when the job was completed a total of $3,300. We noticed the dormer started leaking again around March 28th 2020. I tried to contact Jerry K who we dealt with the first time and his phone was no longer in service. I call all the phone numbers I could with out success, then Kathy the customer service person, called us on April 6th 2020 and said to call her from now on concerning the job. Kathy said she would put us on the production schedule and let us know when they would come to fix the dormer. On April 7th 2020, we had a bad storm that blew multiple shingles from our roof. We called Epic again and they sent Mike out to look at the storm damage the next day. While Mike was here we asked him for an estimate on a new roof since there was a lot of damage from the storm. Mike told us they would put on a new roof, discount the money we paid to fix the roof in December which was $3,300 since the roof was leaking. On April 13th 2020, we gave them a deposit of $3,400 to start the job. After numerous calls to them and empty promises from Kathy that they would start the job on certain days and no one showed up, no materials delivered and no dumpster delivered for over a month. On May 13th at 8:23 pm Kathy called and asked what color shingles we wanted and told us the crew would be out at 6 am the next day. The next day (May 14th) at 6:50 am two men in a van walked around the house and left without saying a word to us. We called Kathy to complain on May 15th and were told they would out on Tues. (May 19th) of the following week. That was it, we had enough of broken promises and told them we wanted to cancel the job and wanted our money back. Since then we have left at least 2 dozen messages on their phone with no response and no other way to contact them. I went to the address that was on the agreement to talk to someone in person but at that building there was no listing on the directory for Epic Makeover. We need help, we are senior citizens on fixed incomes and cannot afford to lose that much money. We have to get a new roof and we desperately need the money back. Thank you for the opportunity to try to get this issue resolved.

Support Documentation available upon request -- On 12/04/2019, Jerry K, Area Manager for EPIC MAKEOVER, LLC (H.I.C. # 151944), visited our home to provide estimates for two home improvement projects. These included: 1. replace interior wooden railings and associated wall trim in a split-entry stairwell; and 2. remove existing carpet and install vinyl plank flooring in kitchen/dining room combination and two bathrooms. After Mr. K discussed each project with Mike M, owner of EPIC MAKEOVER, he shared the breakdown of materials and labor costs with us and stated that the work would be completed over a 3-day to 4-day period. We were pleased with the time-frame and agreed to the final costs. As required down payments to move the projects forward, I signed both proposals and provided two checks totaling $2,500.00 ($1,000.00 for interior railings and $1,500.00 for flooring). We asked that the work be delayed until after the 01/01/2020 and Mr. K agreed. He stated that he would call Home Depot to check on the availability of specific vinyl plank flooring that we had requested. If it wasn’t available, he would call to discuss suitable alternatives. After two weeks, I called Mr. K and he stated that they would be using the requested flooring. On 01/03/2020, I called the EPIC MAKEOVER office and spoke to Kathy to see if our projects had been scheduled. She said the company was very busy and that it would probably be a few more weeks. In addition, a second person needed to visit our home for final measurements. On 01/07/2020, Dennis K (Jerry’s father), carpenter, arrived at our home. He stated that he would eventually be the installer and described how he would complete each phase of the projects. We were pleased with what he described and explained that we were anxious to get things done. Unfortunately, after several calls to the office, the company’s first available date turned out to be 02/10/2020, the same week that my wife had scheduled shoulder surgery. So, the projects were finally slated to start on 02/17/2020 at 8:00 a.m. At 8:30 a.m., Kathy called to inform us that the installer called off sick. She would let us know whether or not to expect another crew. At 4:20 p.m., she called and said someone would be arrive tomorrow at 8:00 a.m. On 02/18/2020, two persons showed up at our doorstep with a large toolbox in hand. The lead man Josh apologized for calling off sick and explained that he was our newly assigned installer. His coworker (name ?) would be helping him during the time onsite. He also stated that he had no idea as to what the projects entailed and asked if I could step him through the work that needed to be done. Despite being disappointed with and highly confused by this new development, I took him to the respective rooms and explained the scope of each project as outlined on my copy of the proposals. Both of which he had not seen previously. Josh then stated that they would need to take a lot of measurements so that the materials could be ordered and purchased. With that revelation, I became very upset and asked for clarification. I said that both Jerry K and Dennis K had taken measurements before and knew what each project needed for completion. Where are they and why wasn’t anything ordered? Josh stated that both Jerry and Dennis were no longer with the company. As per his assignment for the day, Josh stated that he was instructed to come out only to “scope out” the job. He would be back later in the week to actually start the work. I then stated that I was going to call the company office and find out what’s going on. Josh said that he would call “his supervisor” and let him know that I was not happy. When I overheard Josh telling someone that I was very upset with the situation, I asked to speak to his supervisor. He said that it was not possible so I asked that the supervisor give me a call as soon as possible. After Josh hung up, I asked him who he had reported to. He answered that it was Mike M (owner) and provided his cell phone number (). I said that they needed to leave until I had a chance to speak with Mr. M. Josh stated that they always have trouble trying to call Mike and that I may experience similar problems. Afterward, the two of them left and sat in their vehicles for further direction from the office. Attempting to call Mr. M was futile, he never answered any call and had not setup the voicemail message inbox. So, I called Kathy at the office and asked her to relay a message for Mr. M. That is, we were very disappointed with today’s developments and that I needed to speak with him as soon as possible. Furthermore, I informed her that Josh and his coworker were waiting in my driveway for further directions. I asked that she also relay to Mr. M that they showed up and were not prepared to start work today. At 9:17 a.m., Mr. M called and I expressed my disappointment with the entire ordeal. He stated that typically materials were delivered to each crew on a daily basis and that his work crew could start work once they determined what materials were needed. I told him that we were promised that the materials would be purchased prior to starting the job and that the crew would hit the ground running. When I told him that Josh just stopped by today to scope out the project, he stated that was normal procedure. After I asked why the information gathered by Jerry K and Dennis K had not been used to determine what was needed prior to today, he said that they were let go and Josh would take it from here. I told him that this was a ridiculous way to run a business and that I felt that choosing his company was a big mistake. I then asked him to cancel the projects and return our $2,500.00 down payment. Mr. M stated that this was unusual; however, he would call the office and have them send us out a check for the entire amount. When I told him that Josh and his coworker were still in our driveway, he stated that he would call them and bring them back to the office. A few minutes later, their vehicles pulled away. On 02/19/2020, I called the office and spoke with Kathy. She stated that Mr. M had not called her but would have called “accounting” to authorize a refund. I asked her to find out if he had called and when we could expect our refund check. She called later that day and stated that Mr. M had directed “accounting” to refund the money; however, such checks could only be sent out on the 15th of the month. Therefore, we would have to wait until 03/15/2020 for our refund check to be sent out. I asked whether or not I needed to provide my cancellation request in writing and stated that it was not necessary since the owner had already cancelled on their end of the contract. On 3/16/2016, I called Kathy and asked her if the check would be sent out today since March 15th was a Sunday. She said that she would check and let me know. Later that day, she called and informed my wife that the check should arrive by Friday (03/20). The check did not arrive on Friday or Saturday. I called the company office on both days and left voicemails informing them that the check had not arrived. On Monday 03/23/2020, the check finally arrived. I called the company office and left a voicemail for Kathy thanking her for her help throughout this entire ordeal. On 03/24/2020, we deposited the refund check into our personal checking account. On Sunday 03/29/2020, my wife was performing some online banking when she found that our checking account balance was more than $2,500.00 less than she had expected. When we reviewed the past few transactions, we found that the $2,500.00 deposit for the EPIC MAKEOVER, LLC check was posted on 03/24/2020 but again appeared as a $2,500.00 debit on 03/26/2020 along with an additional handling charge of $12.00. Upon this discovery, I immediately called the company office to leave a voicemail; however, Kathy answered the call. She said that she was very surprised to see my number appear in the Caller ID and wanted to see what was going on. I told her that the refund check had bounced and that we wanted our money ASAP. She was surprised to learn what had happened and understood where we were coming from. She said that she would make some calls tomorrow and let us know what she found. On Monday 03/30/2020, I spoke with a representative of our bank and found that the check from EPIC MAKEOVER, LLC was refused for NOT SUFFICIENT FUNDS. We received a letter later that day confirming this. Despite my follow-up voicemails on Monday 3/30/2020 and Tuesday 03/31/2020, we have still not heard from EPIC MAKEOVER, LLC as to what they are going to do to remedy this matter and we still have not received the $2,500.00 that we are due!! I believe that Mr. M has no intention to return our deposit money. Based on negative comments posted by consumers duped in a similar manner by his primary business (M*** Construction), I have found that I am not the only one to have suffered a loss by his underhanded business dealings. However, how many others can say that Mr. M sent them a fraudulent check?