ComplaintsforDnR Residential

• Initial Complaint

  12/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  So I contacted them in October to do a job. I had them come give us an estimate. We were in no hurry. They said right away they could do the job for 6,000. I said okay. We put 4500$ down. They stated it would be the second week in November. They didn't start until the end of that week. They had to make multiple trips to the store because they didn’t have the right supplies. The truck was broke down so they had issues transporting parts. When I talked to them I stated the subfloor needed replaced. They didn’t listen so I told them spots that needed done. They didn’t even do where I had asked them to do. They put a tiny piece of plywood to replace a spot and the floor bows now. They didn't get the correct transition pieces from the flooring to the carpet. They moved the fridge which they put two holes in the new flooring. The cabinets are sitting on woodblocks which they were going to leave. Before cutting the countertop they didn’t check to make sure it would work. They chipped the countertop and cut it crooked. So I couldn’t even return it. One sink they shipped never came. But they had previously said they didn’t order a sink. They returned another sink because it wasn’t the right one. We had to go buy our own sink. The one week job turned into a month. They showed up late than left at 4 pm if not before everyday. They took our molding down and didn’t bother to put it back up and didn’t know what pieces went where. After the countertop incident I had enough. I told them I was done. Now I have to pay someone to come in and fix their mistakes. Money which I don’t have because I had paid them to do it. I also never received any receipts or return slips for the items they had bought. I was never given receipts other than the job receipt at the end.

  Business response

  12/12/2022

  We were originally contact in October. She was referred by a previous client. She contacted us through our business messenger stating that her father was disabled and that she had moved into his house to take care of him. It was an old house and they had a leak in the kitchen which caused damage. She stated that she needed a new sink plumbing redone, the sub flooring replaced or at least where the hole was from the water damage, help hooking up the washer and dryer and installing a water line for the fridge.
  
  We went to meet with her and took basic measurements of the kitchen. She asked for a ball park estimate and I told her 6000. 3000 for materials and 3000 for labor. I informed her that it was just a ballpark without exact measurements and that material cost may change. She gave us a deposit for 4500. 3000 for materials and half labor of 1500.
  
  I told her that we were booked through the 2nd week of November and would be able to start after that. Scheduled her for the week of the 14th. We had a slight delay on the previous job that we were working on. Our truck had broken down and we borrowed my sons van to pick up and deliver materials. We started transporting the materials needed to to begin work on the 15th of November. Some of the items that were ordered were delayed due to being shipped to the store and stated would be available at the end of the week.
  
  We began working on the subfloor on the 16th. We only estimated to replace the damaged areas of the floor to keep cost down. It would have cost and additional 234.18 in plywood and extra labor to do the entire floor. Which was unecessary due to rest of floor still being sturdy.
  
  We began working on the plumbing. After closer examination. It would need completely rerouted cause they requested that a corner sink in place of the straight wall had previously. We ordered cabinets and a sink to install. We picked up the cabinets on the 18th.
  
  I ended up having to make multiple trips to the store in order to get different parts. The plumbing that they had was a maze of odd sized, outdated and unavailable products with multiple fittings. I installed a new main value to the house. I ran new water lines for the sink and the washer machine in new locations cause they wanted them moved from current. I also installed additional shut off valves on each line. The drain lines were old rubber line that are no longer available. As I was replacing the drain line I was encountering additional problems with the lines that were not known at the time when purchased the parts so had to continue to go to store for exchanges.
  
  The sink that was originally ordered was delayed on shipment to the store twice. After the sencond delay it was canceled. We spoke with them about it and explained that we would go and pick up a replacement.
  
  After the cabinets were there they decided that they didn’t like the decor of the paneling and asked if we could install drywall. We agreed. They gave us a check for 200 to cover the sink that had to be cancelled and the drywall material’s. We did not charge or receive any extra labor for the drywall.
  
  We went  to the store and picked out a replacement sink. When we picked up the drywall.  The client informed us that they didn’t like the sink and asked Us to return it. They said they would go and pick one that they liked. Which they did. However, they purchased a single bowl sink as opposed to the double bowl that they originally requested and we had purchased.
  
  We installed the drywall and began on the vinyl flooring. We had to remove the molding in order to install both. We had previously told them that the molding was not included in the estimate but that could look for new and give them a price. She opted out and said would get it later. I informed her that we would remove it as carefully as possible to try and reuse it. It was very old and brittle. Some pieces broke during removal.
  
  During the next few days we were continuing work on the plumbing, finishing the drywall and getting started on the vinyl flooring. This included having to move furnishings and appliances in the kitchen and replacement of the vent for heating.
  
  I would like to note that the kitchen had 2 stand alone metal cabinets, a stackable washer/dryer to be hooked up. The old dryer that were replacing. 2 refrigerators, a range, a wooden china cabinet and the table. Although, the table was placed in another room prior to starting. This did not leave much room for materials and room to work.
  
  We made sure that the the plumbing was hooked up for the drains and temporarily installed the cabinets in location. We made a template for the kitchen sink and hooked it up with a drain from previous sink since the one purchased was for a double. We wanted to make sure that they were able to have preparations for Thanksgiving. We took Thanksgiving off. Friday morning we were back at the store exchanging the drain parts for the under sink and getting parts to hook up the single. Being Black Friday it took longer at the store and we arrived around 11 again. We were there that day till after 8pm.
  
  We ended up getting sick over the weekend. It went through my entire house. Determined to be the flu. Since we we coughing badly and running temperatures we took a few days off. We did not want to take the risk of passing on the sickness and this was explained in messages, she said to feel better and keep her updated.
  
  On Wednesday the 28th she contacted us stating that they had to turn the water off cause the kitchen was flooded. Even though I was still sick I went to house to check out the problem and keep distance as best as could. After investigation and rechecking everything I had done so far. Nothing I installed was leaking. It was determined that the leak was coming from an internal water line inside the washer machine. They were advised to contact the seller about warranty and repair.
  
  Cut out another section of sub flooring and replaced with plywood next to cabinets. Since the house is older the joists are spaced quite far apart. It was sturdy but gave a little under pressure. We told them that will have to add an additional brace underneath the flooring between the joists for additional support. During the rest of this week encountered additional leaks in drain system and that was washer drain was overflowing due to wrong size pipe.
  
   I decided to redo the entire drain system to the main line in pvc with bigger line. I was given another check to cover additional cost for 200. Once the new pipe was routed in pvc there were not other issues, leaks or overflowing.
  
  We continued to install the vinyl flooring throughout the kitchen moving stuff as we went and putting them back. We installed the cabinets into place. The wood braces that are mentioned are shims which were necessary to level the cabinets. Since the existing floor is not completely level and the walls are not square.
  
  We moved onto the countertops. Given that the house is out of square we purchased straight countertop pieces cause precut miters may not have worked. We did set them on prior to cutting and they appeared to fit properly. However once the miter was cut we noticed that the lip on the tops would interfere with the drawers. We asked her what she would like to do. Since they had been cut would not be able to return them. We cut the lip off the countertops and informed her that we’re not securing them yet so she could look and decide if wanted to go with it and if not could get different ones to redo them.
  
  That night she pointed out that 2 divots were made in the vinyl flooring when moved the fridge. We told her would address it the following day. We had intentions of removing the flooring up to that point replacing the damaged piece and relaying the flooring.
  
   The following morning she contacted us and said that the cuts were crooked and that had chipped the front of the countertop when cut it. I told her that I was working on a solution. At that point she replied that she wanted to split ways and would pay us the remainder of what was owed of 1500.
  
  We apologized that the job did not go as smoothly as planned collected our tools and remainder and left. We were not given the opportunity to offer a solution to the countertops and fix the issue. We were unable to fix the divots in the vinyl plank. We were also unable to finish any additional work that was still to be completed. We gave receipts for the deposit and final payment however did not have receipt book at time of extra material checks given. No receipts for purchases or returns were requested to be presented. I have all receipts and would give a copy if requested. Originals are retained for tax purposes.
  
  The total of payments toward materials was 3400. Purchased materials total 3920.58. Return totals 454.87. So 3920.58-454.87= 3465.66 final material cost.
  
  We encountered many problems with this job and it did take longer than originally anticipated. However, we did not charge extra labor for add ons and changes and were not given the opportunity to offer a solution or finish the project. If given the opportunity I feel confident that would have came to an agreement and resolved issues with a few extra days to finish.
  
  Attached are some screenshots of some messages to validate communications. The before start and after cabinet section photos, and the picture we took of miter cut when done and the photo she sent when contacted about it.
  
  Respectfully,
  ***** ********
  DnR Residential
  

  Customer response

  12/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your email. I have been going over the information on the website which most of it is not true about the situations that were had. Or the conversations that were verbally said. Yes they had sent screenshots but in no way was I at fault for anything. There was no communication with them that is why I was always messaging them after or at work. I was usually leaving for work or had already left most days by the time they had gotten there. I wanted to add that me living with my father has nothing to do with this situation besides me trying to fix the house up. 
  
  They came out twice. Once with just the husband. I had asked about pricing after he came out and the ballpark price in the messenger 6k. She herself wanted to come back out to look at the plumbing. And at that time, they did not give us a list of priced parts, sinks, cabinets, or flooring. They just put a generalization on the invoice (which was 6,000) that I signed. Said they needed a down payment without doing anymore research themselves. I was not told that they were not doing all of the subfloor I had specifically asked for this in for the estimate. It was not spoken to me that they were only replacing part of the flooring. Only after having a conversation with them in messenger when they were not doing the subfloor. I had asked to replace the subfloor under our window if they were not doing the whole thing. They stated they would but never did. It also bows there from previous water damage now. They also just wanted to lay flooring over the linoleum that was down which I had previously stated needed to be torn up as it was in bad shape. 
  
  They inspected the house twice before even giving me prices on items. They knew how the plumbing looked before even accepting the job. I had told them the issues we had. They ran smaller lines for plumbing than asked if I wanted to use larger lines. I told them I was not sure as I am not a plumber. They also knew at the beginning of the job lines had to be rerouted. This was verbally stated multiple times. I cannot help the fact the house is old and has old lines. They visibly saw them before they started the job. If they were not comfortable with the job, they should not have accepted. 
  
  They were verbally talking about how ugly our paneling was and they needed to take a picture for their ******** page after the job was done. They were going to nail plywood up and I said no. They said they didn't care about putting drywall up; they would not charge us extra (as it was only 4 pieces) for it besides the materials, so we wrote them another check to buy supplies. They were supposed to put the sink in the quote I had even told them that (in messenger) because they specifically asked. They had said our current sink should be fine. So, they were trying to fit our sink in the cabinet, and it was too large as it was touching the backsplash. So, I said no we need a smaller sink. After measuring it out they had come back with the same size sink. So, I said let's return that one and my mom and sister will go pick one out. Which they did the next day. As I understood it the new molding was not included in the pricing but from what I gathered it should have been put back up because I had asked them to remove it carefully. Again, this should have been done with the flooring. 
  
  The cabinets were emptied out previously. We had moved everything out of their way. Besides the refrigerators and washer dryer as they were too heavy for us to move by ourselves. We did provide a dolly. But my mom was home and could help move things when they were there. The husband had also come to the house mostly by himself and he did not have any help. All they had to ask was for us to move things. As this was not a problem. The gas stove is not heavy at all. I have moved that previously by myself. The metal cabinets are old and probably weigh 30 pounds at the most as they are a really light thin metal. The China cabinet was moved by me and my mother previously before they started that side of the room. As she had emptied it out and I physically helped her move it. These are our only storage spaces in the kitchen as there are no kitchen cabinets besides what was being replaced with the sink. The kitchen table was moved back into the kitchen during thanksgiving and they had come back that friday. My mom had asked them verbally if they wanted us to move it out. They replied no it was fine. I really do not understand this part as when you are doing construction on a house items have to be moved around. At one point the husband had stated that Donna would want to do work on our pipes on our stove. But that was not his or her decision to make. I don't even know why he would say that. I also don't know why there is false information being spread. The black Friday was the only day that they worked late. Most days it was 4 hours a day. 
  
  Them being sick was a non-issue. I had not complained about this and understood about being sick. This also would not have been an issue if it was done in a week as they previously had stated. Again, I did not ask her to come out sick. I stated the water was leaking and we had shut the water off to the kitchen. We did not know where it was coming from. As with any home job I would assume you want to ensure the pipes you are fixing are not leaking.
  
  "We told them that they will have to add an additional brace underneath the flooring between the joists for additional support." This was never stated to me. The piece of plywood that they had placed was probably no bigger than a book. It should not have been this small. They should have cut a big enough piece to cover that entrance to the floor. Even with a hole in the floor there when it wasn't fixed the floor did not bow like that. I recently googled transition pieces for vinyl plank and what they got was not what was supposed to come with that flooring. When mom was vacuuming, part of the carpet started to come up. (If this was not included in the original floor plan again this is another oversight by a company. All flooring should include transition pieces.) 
  
  The countertop was a major issue with me. When they first started the job. The husband said he was not cutting the countertop without her there. When the time came this was not what had happened. This is a major oversight by a company. They should have made sure the countertop had fit these cabinets. They had asked after they had cut the countertops what I had wanted to do. I was at work and could not answer and he messaged and stated he had cut the countertop already and I did not have a say. They asked me to look at it when I got home, and it looked horrible. The front of the countertop is all chipped and the back is not a straight cut at all. The resolution for this would have been saying I am sorry we will replace it. But he had stated verbally and in messenger that they just wanted to glue it down permanently. I said no. But the husband also verbally told my mom earlier they could glue it down or WE could purchase a new countertop. Which I was not doing either. 
  
  I also pointed out issues with the flooring when he moved the fridge he put a couple tiny holes in the floor. When I had sent pictures in messenger they just said "Ugh. okay". They should have said I am sorry we can fix that tomorrow. There was no communication for these two issues. The only thing about the countertops that was stated was that they were trying to work out a resolution. The resolution would have been to automatically replace the countertop. But after what was stated to my mother about us replacing or gluing down I did not feel that the work was going in the direction I had hoped and wanted to cut ties with this company. It is unfortunate that I am being dragged through the mud about being truthful with my experience. I have in no way been hostile to their business. 
  
  They had stated multiple times to me and my mother verbally that they would not charge us any extra labor charges. The only add ons we had asked for was the drywall. Regarding the negativity; I made a post on my personal ******** page about what had happened and posted pictures. Because I am very stressed about this and wanted to know what my friends had thought. I did not name the company in the post. Someone in the comments had asked who it was and I replied. Along with this complaint. I have been very professional. The company has also blocked me on ******** so I cannot review or look at their business. I never once asked them to come in and fix the mistakes as I do not see it working out well in the long run. The work they did was ill-considered. 
  
  This has been very stressful for me and my family as I previously said there was no communication with them. I am willing to settle as the court can take months to get to. 
  
  I think that to make this right. They need to refund the countertops, refund the labor for cutting and setting the countertops. Refund the transition pieces and the labor costs associated with those. Refund the pieces of plank flooring they ruined and a small amount of labor costs associated with that. Like I said previously I have to find someone to fix the mistakes that were made with this job. 
  
  Best Regards, 
  
  ***** *******
  
  

  Business response

  01/03/2023

  Response to complaint number ********
  
  
  I have read the rebuttal to the previous email from the client. I do not agree with most of which was said in it and feel that conversations are getting misconstrued.
  
  Although there were occasions when my husband was there by himself I was with him working almost everyday that we were on the job.
  
  Again, I will specify that the delays we had for getting there on some days were unforeseen circumstances that did not previously notice at the initial estimate. We did communicate with her as much as possible beforehand if she was available. However, a large amount of communication was done with her mom per clients request and statement that her mom knew what needed to be done.
  
  The plumbing was replaced with the original sizes that that had there with the rerouting in order to connect with the main line. After the issues that were encountered stated in previous email it was necessary to alter them and increase the pipe sizing.
  
  The transition pieces were included in the budget just not picked up and ordered at the original order placement. We wanted to get the kitchen flooring down and verify if would need a step down to transition to the carpet. This was stated in the messages. The flooring does not come with the transition  pieces. They are not included in the boxes of flooring and have to be purchased separately. The options are wood or metal. We went with the wooden to try to match as best as possible. We didn’t hear anything about any issues with the transition pieces before this, until she made a ******** post about it. It would have been addressed. If given the opportunity to finish.
  
  It was after the initial complaint that was filed and the post on her ******** page that we chose to block her on the ******** business page. We did not want the possibility of negative comments on our posts to affect business prior to settling dispute. She has additionally blocked myself and husband from hers so that we can not see if any additional posts or comments have been made there to discredit our business.
  
  When the reply of “Ugh” was made regarding the flooring divots not only was it stated in the messages that he would look at it tomorrow. It was not meant toward him not being willing to fix it but more at frustration toward the fact that it had happened.
  
  The only conversation that was had regarding the paneling was a verbal conversation after the cabinets were placed against the wall. We asked if they planned to replace or paint them in the future. We NEVER referred to it as ugly or made fun of it. It was a simple question. In which they agreed that it didn’t match the new color scheme and dated the kitchen.
  
  I did not charge additional labor for the drywall nor am I asking for any. I don’t want it. I quoted them a cost and honored that cost. Since there seems to be a complaint about it I will additionally point out that the 3000 labor cost was for one week. We were there for 14 days. Although, we could have started running a tally once when past the original stated timeline on additional cost. We did not. I quoted a cost and only charged what was quoted.
  
  I was working on trying to come up with a resolution about the countertops that would have fit not only the budget but also the cabinets. I do not have all materials and costs of materials for every aspect of home repairs memorized and have to look them up as needed. The costs and availability change often and I suspect that no repair personal will.
  
   I know that this project did not go as smoothly as planned. Unexpected or unforeseen circumstances can and almost always will occur. We can only quote what is able to be seen at the initial estimate and adjust as necessary when they come up.
  
  I still contest that given the opportunity to finish all issues would have been resolved. She offered the final payment when said she wanted to stop there.
  
  On that note I will stand by my original offer for remedying the dispute. I do not feel it is necessary or required to relinquish labor cost provided. We still put in the work. If given the opportunity we would have addressed all concerns and made them right in the end.
  
  Respectfully,
  ***** ********
  DnR Residential

*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. ↩