ComplaintsforFirst State Building & Design

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 86 years old retired person. Move to DE two years ago. FSBD did my Deck and Patio 08/2021. Which is a $30,000 contract work. Now, less than 10 months, all the bricks of my Patio had a lots of chips and damage. It looks very poor and ugly. Now, more chip developed every day. I contact with FSBD many time and sent them the pictures. they refuse to do anything for me. I need your help to let FSBD do the right things. Thank you. Email Address: ************** Phone# ************ Address: *********************** Middletown, DE *************

  Business response

  07/12/2022

  BBB,

  I am replying on behalf of FSBD.

  **  &*** ********** are inaccurate on their reasoning for contacting the BBB.

  The pictures  we were sent, showing gouges, like a tool was utilized on their pavers.  We have addressed (2) warranty items with this client, very hastily in the past (Deck board and rail re secured).  The paver issue is not a warrantable item as it looks like they were mis treated.    We did however contact our *************** rep  who was in contact to schedule a time for them to meet with ** ***** ********** to determine if the paver  needed their attention  as the manufacturer.  

  Thank you

  Team @ FSBD.

  Business response

  09/15/2022

  *********,

  We did everything for you in a professionally manner.  

  thank you 

  Customer response

  09/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  09/15/2022, I got a message from FSBD that stated We did everything for you in a professionally manner. 
  I think FSBD did again and again three major things which is the worst businessman can do to abuse and harassment their client. But FSBD said these is their professional manner.
  First,FSBD said the patio is misused and mistreated. July 07/12/22, FSBS stated that The pictures we were sent, showing gouges,like a tool was utilized on their pavers----- The paver issue is not a warrantable item as it looks like they were mistreated.  I think FSBD should give me a former apology. Which should be post on FSBD website. If they cant provide any technical support or evidence for what FSBD said.
  Second, FSBD said You need to contact ***************. Which is the brick company. But the inspector of New Castle County Building Department said FSBD used the wrong material for my patio. I have no relation with ***************. Why should I talk with them? This is not the professional manner. In the future, your client should contact with the material company, if FSBD did something wrong,or FSBD use the wrong material?
  
  Third, FSBD said They were not damaged at time of install. Which means, FSBD do not provide any responsibility after your installation?
  Could FSBD answer my questions directly and professionally?
  Do you think my patio is damaged due to misused and mistreated? Please answer in your professional manner.
  Do you agree me that the reason of my patio damaged (see the picture below) is due to wrong (New Castle County Inspector said), Discontinued (*************** said), poor, cheat, inferior product (I said) that you bought and used for my patio for the non-professional reasons you cant tell the people. Which caused the unusually early degeneration of the brick material for my patio? Normally, which should not happened in many, many years. But due to the very, very poor material you used it happened in a few months. It could never happened in a 75 years old company. By the way, I am a mechanical Engineering Technology Professor. I taught Strength of Materials at ********************************* for both mechanical and civil Engineering Technology students 35 years. I taught more than thousands and thousands students that if your material not strong enough then your machine and building will have a very poor life and damaged very soon. Tell me what is your professional manner and your professional experience?
  After more than six months argument, what is the next FSBD could do? Apology? Refund? Or nothing? Or continued to use your non-professional manner? I think the worst professional manner is FSBD never answer my questions directly on BBB website due to they cant said anything and do in professional manner. Thank you. Pictures below show FSBD on line sample and my damaged patio.
  Recently, my neighbors had their patio from ALL IN ONE Landscape Contractors LLC. *************) I was told they are Licensed and Fully Insured and they did fully insured very well.But, FSBD do no insured, installed only, and cost much more than ALL IN ONE.
  
  Finally, FSBD used the wrong material on my patio, and used the wrong
  manner to treat your client. Everything is wrong.
  Regards,
  
  ****************
  

• Initial Complaint

  02/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  - Prior to 10/15: 2-3 meetings between homework (Todd) and Sales Manager (CJ) to discuss design of deck. understood design included: 2 risers down from sliding glass door, partially wrapping around sunroom, with 16' wide stairs to yard and rails around perimeter, including down both sides the stairs to yard and the outer side of the stairs from sliding glass door to deck grade. Project price estimated at roughly $17,500.- 10/15: Contract Signed for $17,525.- 11/1-11/8: Conversations via email with Project Designer (Matt) to confirm drawings. Drawings erroneously did not include railing on the one side of stairs from sliding glass door to deck level. Pictures and description were sent and the drawings were updated to reflect design agreed upon by Todd and CJ.- Week before construction starts (week or so before construction begins, ~12/6-12/13 timeframe): Project walkthrough with Project Manager (Dean). Deck, Railing, and Stair designs confirmed. Railing from slideing glass door to deck level discussed and understood as included.- 12/23: Deck construction completed - 12/27 7:35AM: Additional charges of $550 added to project without ****** approval by FSBD owner (***) for railing from sliding door to deck level.- 12/27 9:07 AM: CJ confirms the railing from sliding door to deck level was supposed to be on the drawing.- 12/27 10:57 AM: CJ confirms there was a lapse in communication at FSBD where the corrections were never delivered and confirms "it will fall on me".- Early New Year (between 1/4 & 1/11): Dean informs Todd that the deck did not pass inspection and there would be a thousand+ dollar change control to complete the work. Joe at FSBD has incorrectly attributed multiple internal communication issues resulting in a $550 charge from their subcontractor to Todd. Todd is seeking to have the $550 charge removed, considering the documented mistakes at FSBD and the work Todd had to complete in order to ensure FSBD's construction would pass inspection.

  Business response

  02/16/2022

  Dear BBB,

  I am responding now in fashion to discredit everything the customer has stated.  Not only have we emailed the client 3 times and called 3 times prior to him taking action to consumer websites to resolve this in a professional manner. 

  the customer asked for another section of rail to his project, that was not included in his project. We certainly did say we can add the rail, and of course at an additional cost.  At the end of the project the home owner refuses to pay for that.

  Dirt: yes, their township required an unconventional landing of dirt that is not required on all decks. We brought this to the customer to come to an agreeable solution. At the end of the day, we ended up doing it for free to the customer.

  The Customer has also had conversations with a staff member at FSBD that stated he will remove the reviews if the $550 remaining balance is cancelled  that there states motive. 
  

  The customer also had a demo change order to his project where it explicits stated the client was to demolish the deck, when we arrived it was not demolished, we happily demolished the deck for him, and charged a very reasonable cost to be fair.  At first, the client objected to that change order even though it was not included in his scope. After discussion, the home owner did Agree to pay for this, so no problem there. 
  

  The client also stated he would be able to pay for the change order of $550 just not at this time. 
  

  I would like to explain all of this to show, that we just don't pass on change orders to gouge our clients. We send out reasonable and fair change orders for changes to the project scope of work.  There are no hidden agenda or fees with our company, just full transparency for when there are changes to a project and costs that come along with them. 
  

  thank you 

  Business response

  03/04/2022

  Mr BBB,

  I hope you are having a great day. You can see this client is just dragging this out with his responses. We have shown what is owed and he has already agreed that he owes the funds and just cant pay it at this time. At this time, we believe his intentions are to devalue yours and our time.  We will continue to look to collect the actively owed funds from ***************

  Have a great day. 

  Customer response

  03/18/2022

  I spoke with Joe at FSBD yesterday and we came to a resolution. As part of that resolution I would like to ensure the complaint (#********) is either removed entirely or updated to "resolved" with a positive outcome.

  
  

*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. ↩