ComplaintsforSouthern Triad Home Repair, LLC

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Southern Triad Home Repair, LLC, for essential home repairs and painting, with a start date of May 15 and expected completion by May 31, 2024. The project remains incomplete as of August 13, 2024, and my home is in disarray. Despite paying over half the project cost upfront, the work quality has been substandard, with messy painting, dirt, and debris left throughout the house, making it unlivable. I dont have any clean place to rest, eat, or gather with my family. Only an inexperienced painter, working a few hours weekly, has been assigned to the job. Repeated delays and failed attempts to resolve these issues have caused me significant financial and mental stress. Ive lost summer income due to their unpredictable schedule, had to cancel my family vacation, and postponed or canceled doctor appointments. Additionally, Ive incurred extra expenses to pay someone to take my 80-year-old mother to her medical appointments.After all this, ****, the contractors wife, refused to provide a refund, claiming the work was satisfactory. I request a full refund to hire a competent professional to complete the job. I have attached pictures of the unfinished work, records of the work schedule, and emails Ive sent to resolve the issues, all supporting my claim.

  Customer response

  08/25/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  09/18/2024

  The statements that this client has made are false and not representative of our business practices. On multiple occasions we have had multiple contractors working on site (see attached picture). In the last couple of weeks we only had one or two contractors work on site due to the delays.
  

  We were hired to do an extensive repair and paint project at this clients house and were set to start in May, however due to delays, added work and other factors not in our control we were delayed on schedule. Every complaint we have received from the client has been answered in person or over a phone call. During the project we have communicated to the client about the delays and let the client know we needed more time to complete everything on the list.Knowing that the client continued adding work to our list, which would indicate that we did in fact do satisfactory work. Any comments the client made, while watching our workers work, was addressed immediately. If the client did not like the contractors work we did not bring those contractors back on site and instead hired new contractors to satisfy the client, although it is not common practice we did that out of courtesy. We ended up having 6 different contractors working on site at different times.
  

  The clients house was never left in any disarray, during construction we always do our best to cover and protect every part of the house and clients personal items so no paint or dirt will get on the surfaces. So moving the clients affects in the center of the room and covering them in plastic is part of that process. We prepped their house properly and had experienced painters and tiler on site to do the work.  In the middle of a construction process there is also the possibility of debris, paint or dirt getting on surfaces that might get uncovered. In those instances we will have workers clean it up as soon as possible. Last time we were on site we cleaned up the entire house (as we have been doing during the project on multiple occasions), including scrubbing all floors to remove any possible paint drops.
  

  Although it is unfortunate that the client had to change personal plans due to a work project taking longer than expected, we do not guarantee to complete work in the desired timeline, nor do we provide FULL refunds for work that is completed. We also let the client know that she could take her vacation and we could continue the work with someone else on site, as long as we have access to the interior, but she declined and decided to cancel her plans. We have been and are still apologetic to any stress that it has caused the client. We even waited until the client was ready for us to paint the office and did not go in there, even though we were ready to paint that room at an earlier date.
  

  After extensive in person conversations with the client and her husband we agreed to redo any work that did not have the desired look to the client (all the trim paint). Even though that was agreed upon, the client continued to set unrealistic timelines on when the job was "supposed" to be redone and HOW we should redo it. Although we provide a service to the client and try to accommodate the clients personal note on everything, we do not set our schedule for work that has to be redone based on the clients deadlines, we also do not let the client tell us HOW work has to be done. We let the client know that redoing all the trim in a house that size with only the owner working on the job (as requested by the client) would take a while to complete and could not be done in 5 business days, with minimal notice. They then proceeded to start writing bad reviews on all of our platforms and filing complaints against us, because of an issue that could have been resolved easily. So we realized that the clients are just trying to get a refund for work that they did not even pay for in full, and that their insurance company is paying for in the first place. Work that has been completed and has been approved by the client (all ceiling paint, all wall paint, drywall repair in garage, insulation installation, tile flooring, toilet installation etc) will NOT be refunded. If the clients like to **** all of those items, although that is their desire it is not necessary, so they will have to pay for it out of their pocket.
  

  Any work that was not satisfactory to the client was and will be refunded/credited to the clients invoice (see claims for details on that), any work that is completed and does not have to be redone will NOT be refunded. After our calculations the client still owes us money. Part of the work is completed and paid for in full. The client paid $12,340.00 in total for a job total of over 18,000$. We do not and cannot refund payments made towards labor or material that has been spent (paint, paint supplies, drywall, insulation, etc).
  

  Since we have received three claims from the clients credit card company asking for a refund of the payments that have been made, and have already responded in detail to those claims, we will therefore not go into detail to those specific items here. Please refer to the payment disputes on that.

  We have been accommodating, very apologetic for the delays and any inconveniences it may have caused to the clients. None of our efforts to set this straight and resolve this issue have been fruitful even after the client had agreed to us redoing the work. At this point we are only trying to protect our business and reputation as they have went on a online slamming rampage trying to ruin our reputation.
  

  Customer response

  10/02/2024

   I am rejecting this response because:  

  Response:

   

  Our experience with Southern Triad Home Repair LLC was beyond terrible, and their response to our concerns is entirely false and dishonest. We have undeniable evidence, including texts, emails, and photos, proving they caused countless delays, delivered extremely poor-quality work, and acted in an entirely unprofessional and unethical manner.

  First, they claimed to have skilled workers, but our videos clearly show that only untrained and inexperienced people worked on our project. They were disorganized, doing a bit here and there without finishing anything. What was supposed to be a ***** day project dragged on for almost three months with little actual progress, even though we only added two minor tasks during the project, which should have taken an extra 3-5 days at most, but none of that finished either. They obviously didnt have the skills or ability to complete the job.

  They kept telling us the job was easy to fix but never gave us a clear plan or timeline. Instead of fixing anything, they worsened things and left our house in a bigger mess. They did a sloppy job throughout, which has cost us a lot more to remove and redo the damage they caused. After three months, nothing was finished correctlythere was still no toilet, no light fixtures, no door frames or doors installed, no crown molding, no baseboard, no quarter round, no seal grout for the floor holes, and more. Paint dripped everywhereon the floors, bathroom, hinges, light fixtures, and more. They even failed to measure accurately when installing the tile flooring. This wasnt just a small mistake; it clearly showed they didnt know how to do the job right.

  We were also charged for a GFCI outlet for the refrigerator, but they installed a regular outlet that didnt work, showing dishonesty in their promises. The last time we discussed this with the owner, he admitted they had done a terrible job and promised to fix it. But instead of making things right, their crew tried to hide the mess and took staged photos to make it look like the job was done. This behavior was not only terrible but also very unethical.

  Our house was a complete mess for almost three months, making it impossible for us to live normally. Even though we tried to protect our furniture, they splattered paint on our sofa, dining chairs, and table. Additionally, one of his employees entered my refrigerator, took my drink, and put back the leftovers without permission, showing a complete lack of respect for our home. They only took pictures of small, cleaned-up spots to pretend they were making progress, but the reality was much worse.

  We were more than patient, giving them nearly three months, but now we must redo everything. They should pay us back for wasting our time, the money we paid them, the cost of damaging my house, and the extra fees we now face to fix the mess they left behind.

  Their claim that were trying to get a refund for unpaid work is entirely false. We paid over $12,340 for work that was incomplete and poorly done. You can see the truth in the pictures we posted with our review on ******; the pictures speak for themselves. The job was a disaster, and they clearly lacked the skills and professionalism to do it right.

  This experience has been incredibly frustrating, and we hope this review serves as a strong warning to others. Were not here to ruin anyones reputation but to share the truth about the unprofessional and incompetent service we received so that future clients know what to expect.

   

   Best regards,

   

  *** ******

  *************************************************************************************************************

  Claim #**********A65

  
  
  
  

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