Reliable Home Improvement and Plumbing

At this point I have spoke with the customer about his complaint, and concerns, I am willing to resolve the issue.Just waiting to here back from the customerCustomer, and I spoke on the phone this morning 9/22/waiting to here back from him so we can
come to an
agreement

Mr. --------, the owner of Reliable respectfully and thoughtfully heard, addressed, and rectified all of my concerns, which has restored my faith in the excellent reputation that his company has earned. The shortcomings of one employee, which he has addressed should not be held against Reliable. I would gladly use Reliable again given the manner in which Mr. -------handled my concerns. Like any business one would look towards the top when there are problems at the bottom and Mr.-------'s actions as mentioned earlier restored my faith in Reliable. He also responded to my voice mail and letter immediately. I have learned the only reason he may not have responded the day I left my initial voice message was simply due to him being out of town, so clearly I cannot fault him for that. Again, I consider this matter completely resolved and hold no complaints or negative comments about Reliable as a whole.

Review: I was to have a bathroom added to my finished basement. Reliable was to complete the plumbing, electrical, tiling, fixture installation among other work, They obtained a subcontractor for the framing. While they documented I was to be responsible for the framing of the bathroom and bedroom, they in fact performed this work along with a subcontractor. Reliable one employee to perform this work and one individual subcontractor, who was identified as the cousin of the Reliable employee.

I mailed a certified letter (next day delivery) to Reliable on 9/19/14, which effectively terminated our 8/29/14 agreement. Listed below is much of the information contained in my letter to Reliable.

My termination and request for a refund was based upon numerous factors, including but not limited to the following:

• As of 9/17/14 twelve days passed since Reliable has been to my home, which was on 9/5/14. This coincides with the date that an electrical inspector was conducted an inspection, which failed for several reasons. Reliable left the premises that day before the inspector could return to re-inspect the agreed upon work.

• None of the agreed upon plumbing work has begun.

• Abandoning work site for twelve days (as of 9/17/14), having left it in an untidy and dangerous condition (i.e. numerous electrical outlets left exposed; several holes remain in the ceiling; nails left on the concrete and carpet floors; carpet ends turns up leaving carpet staples and nails exposed; wood and cut tile left unsecured; three framed doors left unsecured; four previously hinged doors which were taken off by Reliable in order to perform tasks were removed and left unsecured.

• Lack of communication. Other than a 9/6/14 text message, I have received no direct communication from Reliable since 9/5/14. [As of 9/20/14- te date I am submitting this complaint to the Revdex.com I have still not been contacted by Reliable].

• Failure of work to pass inspection: Due to the mistakes made in framing the bathroom it will not pass the building inspection. Additionally, the electrical work for the bathroom failed inspection based upon several flaws. The entire electrical work done by Reliable has to be completely redone. Upon inspection it was discovered that the framing of the bathroom was defective. The framing was drilled directly into the drywall of the ceiling as opposed to the studs within the ceiling, leaving the walls very unstable. My new contractor has taken various measures to rectify this and in some instances has had replaced sections of the entire frame in order to reframe it.

• Upon close inspection by other professionals, others, and I the tiling completed by Reliable has been deemed of a poor quality. An area of about 305 sq. ft. was to be tiled, but only about half that space was tiled and was not grouted. Examples of the poor quality of work included use of cracked pieces of tiles; inconsistent spaces between tiles (some small/narrow, some middle spaced, and some with large spaces); uneven and large gaps near floor/wall crown molding and door frames; and the floor was left terribly uneven in several places.

I have over one hundred pictures and at least two hours of video evidence relating to the complaints contained in this letter. I also have signed statements from other highly reputable individuals and professionals who observed the condition that my home was left in since 9/5/14 Some individuals visited the home while Reliable was working, others after Reliable left for the day, and others were present under both conditions.

I received a text from R. (a Reliable employee) on 9/6/14 at 8:14am informing me he was in the hospital, but hoping to get out that day if his blood pressure could come down. Upon speaking with the subcontractor S. W. on 9/9/14 I was informed that the Reliable employee was reportedly was out of the hospital and the he and R--- were planning to return to my house on 9/13/14 to resume the agreed upon work. This information was obtained only after numerous phone calls were made by me. I received no phone calls from Reliable. In order to determine what time Mr. W. and Reliable would arrive at my home on 9/13/14, I attempted to contact Reliable without success. I also attempted to obtain this information from Mr. Wood without success. Unfortunately, neither Mr. W----- or Reliable came to my house on 9/13/14, nor did anyone from Reliable contact me. I find it inexcusable that Reliable’s ownership did not contact me and provide updates or send another employee to finish the work.

Despite having made numerous telephone calls, left voice messages, and sent text messages I have not been contacted by anyone with Reliable. In an effort to contact Reliable’s owner I left a long and detailed message explaining my concerns on 9/13/14 at 4:30pm at ([redacted])###-##### (one of two numbers on Reliable’s letterhead). I attempted to leave a message at the second number (on the letterhead, but was not permitted to leave messages.

Tools belonging to Reliable have been left on my home since 9/5/14. I have these items secured outside, wrapped and covered with a tarp. This is far more than what was done for materials brought to the house by Reliable, These were 2x4s, which were left exposed to rain on two specified days. On the first day, I covered the materials with a tarp and on the second day, I brought the boards inside my house. I have pictures and video, which document this. Additionally, when Reliable left my home on 9/5/14, the power saw was exposed to the elements and was still plugged into an electrical outlet, which was quite dangerous. When I arrived home from work at about 5:15pm on 9/5/14 and inspected the work site, I promptly unplugged the saw and covered it. Even though these tools belonging to Reliable remain on my property, under no conditions are Reliable employees to return to my home without giving advance and written notice in order to retrieve the tools as a witness and I must be present. At this point I consider the tools to have been abandoned.

I paid Reliable $2000.00 on 8/29/14 as a down payment for work to begin. This check was posted as being cashed on 9/3/14 by Reliable's owner. $2000.00 would account for approximately 42% of the overall agreed project cost of $4700.00. Another contractor must rectify numerous flaws in Reliable’s work is an additional expense to me. While our previous agreement stated “customer will frame bathroom structure”, Reliable staff performed this work along with the subcontractor. I have obtained a list of items that must be rectified including, but not limited to those already mentioned. To ensure I document what mistakes must be rectified regarding Reliable’s work, I will be having the repairs digitally recorded. Additionally, professional witnesses will attest to those flaws that must be rectified. Because of the costs which I must now incur to rectify flaws with Reliable’s work and complete the work not done by Reliable, I am requesting a full refund of $2000.00.

I have refrained from identifying the workers by name per Revdex.com's notation of not including personally identifying information.Desired Settlement: I wish to a receive a full refund of $2000.00. I have mailed a certified letter requesting a full refund. To ensure that Reliable is contacted, I am also making a complaint with the Revdex.com with the hopes of ensuring my complaint is resolved with Reliable.

Business

Response:

At this point I have spoke with the customer about his complaint, and concerns, I am willing to resolve the issue.Just waiting to here back from the customer. Customer, and I spoke on the phone this morning 9/22/14 waiting to here back from him so we can