Better Built Basements LLC

This past spring, my wife and I decided to finish our basement and used Angie's list to help us find the best crew/company to complete the job. We spoke to many contractors and received quotes from ~5 different companies and in the end made the decision to move forward with Better Built Basements LLC. We based our decision on two major factors -- 1. Budget/Cost 2. Trust and Quality. While all of the contractors seemed to be of equal quality, BBB were the most flexible with our budget needs and in general, they just seemed to understand our project and were able to articulate the scope-of-work with sincerity and a good sense of security that this company would do right by us. After the contract was set, the crew came in on the agreed upon date and HIT THE GROUND RUNNING! The crew was extremely professional and efficient. They were always respectful and it was nice to see how tidy things looked at the end of each day. They also are very current with the times, using a nice web platform to keep track of the job and all the requirements from us (the customer). Before each week we could see what was to come and when to expect the crew. This made it much easier for us to manage our schedule and overall expectations on both ends. It was also comforting in knowing that they were easily accessible and willing to talk through any subject or obstacle. As with any project, there are always some things that come up, so I won't say that ours was any different, BUT, with the few tough decisions that we needed to work through (e.g. what kind of shower we would like for the bathroom given the space, how to proceed with some pre-existing plumbing issues, unforeseen upgrades/requests, etc), I knew I could count on BBB to listen with an open ear and provide insight and recommendations that were best for our circumstances. And the end result, was a HIGH QUALITY, luxury style basement without paying luxury prices and an overall good experience and EXTREMELY HAPPY CUSTOMERS! We loved working with Better Built Basements -- Randy and Crew were awesome -- and would HIGHLY RECOMMEND considering them for your contracting work.

Let us start by reiterating that we would not use Better Built Basements in the future and also will no longer recommend Better Built Basements to friends or neighbors. A company and owners that do not stand by their work and their word is a company that should be avoided. Here is what happened...on February 27, 2013 damage to our finished basement occurred as a result of water entering the basement through the newly installed egress window opening. The egress window is below the surface of the ground and is built out from the foundation of the home. The egress window well which was built for the egress window and installed by Better Built Basements, was not properly backfilled on the exterior. This caused water to enter the window well and build up to the point where the water then entered the basement. BBB's assertion that the incident stemmed from a drainage and not installation issue is inaccurate, as no previous drainage issues existed at our home before installation of the egress window and window well, and subsequent backfilling of disturbed soil from the installation was the responsibility of Better Built Basements, LLC. Several times prior to the February 27, 2013 incident we informed members of the BBB team that we were concerned with the ditching and grading issue around the egress window well. No action was taken to address these concerns and through BBB's insurance company (yes we were forced to deal with BBB's insurance company as BBB asked us to direct all concerns to them...can you say Customer Service) they have attempted to shift blame to us as the homeowners. Really, this is our problem? Apparently the reason the issue could not be addressed is because upon installation of the window we did not want a huge pile of excavated dirt left in our yard and paid $150 for Better Built Basements to remove it as part of their clean up (I would have thought that was included in the $5,000 price tag for the egress window, but ok). We were asked, "what would you like us to do with the excess dirt?" At no time were we informed or was a recommendation made to keep some or all of it to address settling, ditching, or grading issues. However, following the incident on February 27, 2013, BBB falsely informed their insurance company that we were properly informed and still requested that all the dirt be removed. Essentially, an issue occurred and Better Built Basements promised to fix it and repair any damage and then stood behind their insurance company and directed blame to us, their customer. Had nothing gone wrong we might have no complaints, but as potential customers you can't afford to take that chance with Better Built Basements because when something does go wrong, they won't stand by their work. Instead, they'll try to deflect blame and work with their insurance company to avoid taking responsibility for their actions. The price tag is too high to take this kind of chance in your home. Following the egress window issue, BBB came to our home and fixed the exterior backfill and grading issue around the egress window well. This was essentially an admission of liability. Where they got the dirt, which was so difficult to find prior to February 27th, is a mystery, but they found it pretty easily. The owners sat at our table and told us that once they made the corrections they were 98% sure it would not be a problem again. With respect to the water damage (including 3 rolls and 948 sq. ft. of carpet that we purchased and were preparing to lay), they said that our satisfaction was their priority and they would "make it right" and that was "why they had insurance." They lied to us and shortly thereafter stopped communicating with us and directed us to their insurance company. Their insurance company, Main Street America Group, did not reach out to us for several weeks and NEVER sent an adjuster to the house to inspect the egress window and associated water damage. Despite our efforts to submit detailed evidence to support that Better Built Basements was responsible, they listened to their insured and sided with their client. As a potential customer, you can't afford to work with a company whose insurance is a joke. It doesn't matter if you use BBB to install a window or some other renovation, the fact remains they lied and put saving themselves a financial obligation ahead of their reputation. There is nothing that the owners of BBB can say that will change the fact that they did not stand by their word and workmanship and have rightly earned a very dissatisfied customer. You may see pictures of nice basements on their website, but you won't see any of our project. Why is that? We have plenty of photos and would be happy to share them with anyone. Since the repair of the backfill around the egress window well, and throughout this very rainy spring and summer, we've had no further problems with water. Better Built Basements can maintain they feel it was a drainage problem or somehow our responsibility to keep a pile of dirt in our yard to fix their issues, but the truth of it is that it was the result of the hole they left in the ground around the egress window well. Since, we've had multiple professional contractors come to our home to assess the need for repairs and they all agree that it is completely false to say that the problem was the result of anything other than the backfill and grading around the egress window well. You might hire Better Built Basements to do work in your home and it might go okay, but can you really take the chance your home will be damaged instead of improved, and that you'll be left with months of headache? We hope others will learn from our mistakes. The first was hiring and trusting Better Built Basements to stand by their work and word. The other was making our final payment to them prior to and trusting that they were going to fix the problem they'd left outside our home. Regardless of which contractor you are working with and what type of work you are having done, never give up your leverage and make final payment until you are 100% satisfied...we learned the hard way.

We did not have any work done. Quote came back triple of what two other companies quoted for same work. Representative was professional but a customer should never have to pay for an estimate. Would not recommend company based on pricing we received.

They were excellent! They were very professional and courteous throughout the entire process!

They should not "really" be listed under HVAC results on Angle's List: They are primarily a basement finishing company, and use a subcontractor for HVAC work.

The quote I got from Better Built Basements was a little higher than the others. He was very professional, punctual and all that. I didn't use them, so I can't say anything more than that. They seemed to have their act together. I like the professionalism he showed, especially when he came out to evaluate the job and providing a quote.

He measured the basement and asked me questions about what I wanted to do with the basement. It took about 5 minutes for the questions and then I went upstairs to let him do his measurements. It took him about a half hour to do the measurements. All this was done on Friday and I received my 2D print by e-mail on Thursday.

Emailed Better Built Basements in March for a price quote. Wayne showed up within a few days for the estimate. He was prompt, courteous and down to earth. He was professional and used no sales pitch or high pressure tactics. He listened to our needs and was understanding of the details involved. We next met with both Wayne and Jim (the owner), reviewed the details of the proposed layout, as well as the cost, time table, and payment breakdown. This process was very straight forward, with no 'gotcha' details or small print. After signing the contract, the BBB team obtained the proper permits and started work in short order. They came as sheduled, got right to work, and the progress was immediate. The crew was courteous and precise. They asked questions before, during, and after each step of the work to make sure we were happy with the progress and the results. The calander they provide on the website is a nice touch, both for foresight and peace of mind. We couldn't have been happier with the communication between us, the builder, and his staff. The end result was impressive. It looked great, it functioned as designed, and it was completed by the initial deadline. The fiinished project met with our budget, design, and expectations. I am neither an easy person to impress nor to get an "outsatnding" recommendation from, but I can't hesitate to say that I was 'blown away' by Better Built Basements' professionalism and hard work, which together resulted in a very pleasant experience for us. Thanks for a job well done! ED

We chose BBB to finish our basement because of the positive Angie's List reviews and their competitive quote. They did a full finishing of our basement (finished area approximately 650 sq ft) which included framing, electrical, a half bathroom, and custom cabinetry. Our end product is beautiful, but unfortunately, the process of getting there was grueling. BBB lacks customer service skills -- their communication is poor, they do not manage expectations, and they believe that they are always right. Our project was completed six weeks after the expected completion date. We began the process with BBB in June because we wanted to complete the project by Thanksgiving. Our initial meeting with the sales rep was good, and he appeared to understand what we were looking to do. He told us that he would get us a quote and layout drawing within a couple of weeks. This arrived a week later than expected. We went back and forth on the layout and options and requested a line by line cost estimate instead of a lump sum estimate so we could pick and choose the options. We invested a lot of time describing every detail of what we wanted. This went on for 2.5 months and we were growing concerned by the lack of progress. We decided to continue with BBB because all of the reviews were so positive. In mid-September, we received an email from our sales person saying that he was no longer working for BBB and was sure that Randy and Jim would be in touch with us. They did get in touch with us and apologized that they had assigned us a sales person who had left the company in July. They assured us that things would improve and provided some of the line by line detail that we were looking for. We repeatedly asked if we should make all of our selections for hardware, carpet, bathroom options, trim, tile etc to have that included in the contract. Randy and Jim assured us that none of these items would be a problem and that they would be flexible with what we wanted to include. Within the next week or so we signed the contract. Unfortunately, they were not able to begin working until mid-November (which meant that the basement would not be completed by Thanksgiving) and estimated that the work would be completed by December 22. BBB pitched that they had an online calendar where you could monitor what work would be done throughout your project timeline. This calendar was rarely updated in advance, and we had to keep checking the calendar to find out what work would be done the next day. There was rarely any communication on next steps aside from viewing the calendar. We had to send repeated emails asking about the next steps and when items would be completed. We were never provided with advance notice on when they required action from us such as picking light fixtures or bathroom fixtures. These requests were made last minute and we were expected to rearrange our schedules to accommodate their request. We were never told when there were delays and were not told by BBB that they would not meet the estimated completion date until one week before. We knew that the built in cabinets were a good amount of work given the molding details that I had verbally communicated. We had extensive conversations on multiple occasions to clarify every detail. One thing that was discussed several times was that I wanted the center cabinets to be 3 ft deep into an indentation in our foundation. We asked for a drawing of what they were proposing to install. After significant follow-up, we received a hand drawn picture where no ruler was used and no scale. The drawing lacked any detail. I had to print a piece of graph paper from the internet, get a ruler and draw a picture myself so that I could give them something. At this point, I felt that was necessary as I wanted to make sure that I got exactly what I wanted. We were told that "they aren't artists." Once receiving my drawing, they were able to produce a 3D drawing reflecting what I had put together. When the cabinets were installed, we discovered that they did not follow the measurements that were specified in my drawing. The section where the TV would be installed was 10 inches smaller than the specification which caused us problems with placement of the speakers for the surround sound (which was installed by a different vendor). They also did not build the center part of the cabinet to the depth we had discussed. The workers who were onsite recalled that we had agreed about the cabinet dept but said that Randy told them not to do it. Randy then claimed to me that we agreed it would not be done that way and that it was not reflected this way in the drawing. This was simply not the case. In the end, they did what I had requested. They told me that they needed to order 200 sq ft extra carpet. When I asked why, I was told that it was just needed. After going back and forth on this for 4 weeks with them giving no further explanation as to how the carpet would be laid, Jim suggested that he give us a credit for the carpet cost and we could go to another vendor and get carpet separately. Finally, they were able to get the carpet measurements and layout from their carpet vendor which clearly showed why the carpet was needed and we were able to proceed. The biggest let downs of the whole project were BBBs communication and professionalism. When we would send an email asking several questions, many of our questions would go unanswered and we would need to follow up. Randy was difficult to work with. He constantly interrupted us while we were speaking to him and always talked over us. Randy always had a negative tone when speaking with us as though we were inconveniencing him. My husband was home throughout the day as they were working on our project. Whenever we had any feedback on something that was completed during the day that we wanted changed, they would claim that my husband told them to do it that way or approved it that way. They blamed every mistake they made on my husband instead of taking responsibility for not listening, writing down or understanding our requests. As I look back, not once did they write down the details of what we discussed when we reviewed progress -- its no wonder that they couldn't implement what we talked about. Randy's dismissive and rude behavior resulted in a blow up argument. Randy never acknowledged that his behavior was unacceptable, inappropriate and unprofessional. Regardless of whether your customer gets frustrated with you, it is your responsibility to maintain composure and act professionally. If Randy ever took a moment to listen to what we saying, he could have avoided a lot of confrontation, disagreements and ill will. If you are considering BBB, you should ensure that you get every detail in writing. Agree to sizing, measurements, accessories in writing before they start. As you progress through your project, write down every request you make and have them agree in writing. Also have them provide a timeline which includes when you need to make your selections for various items. Be sure to stay on top of your requests and verify that they were delivered as you requested. Response to the Providers Response: If you have to defend yourself with that tone and exaggeration, I wish you luck in the future of your business and just hope you take something from the feedback of your customers to improve, now and in the future.

They were very professional, and they knew everything that they were talking about. They only focus on basements. I like them the most out of everybody.

As part of the project, the company replaced two basement windows. One of the new windows has leaked several times into the basement. The old windows (the ones they replaced) did not leak previously. As part of the contract, the company included a 42-inch flat screen TV. It was delivered but when we went to set it up we discovered that the screen was cracked in several places. We were surprised that they didn't check the quality of the product before delivering it to us. They took it back but haven't replaced it because their vendor refused to replace it. That seems like an issue between the contractor and their vendor, not between us and the contractor. We've had some back and forth with the contractor about this issue. The last word from them on this is that since the contract didn't say that they had to give us a working TV [emphasis added] that they're not responsible. Apparently unless you put a stipulation into your contract with them that everything they do needs to be in working order, they don't feel obligated to do so. Makes me worry about the lighting, electrical work, etc. that they did. Here is the final word that we got from Randy, one of the principals at Better Built Basement, via email: From: Randy [randy@***] Sent: Thursday, March 07, 2013 8:39 PM To: [homeowner ] Subject: Re: Tv Nor does the contract say a working tv. The contract says a 42" tv. Does not say a correctly working tv. Tell her to suxk it [copied and pasted from original email; typos part of original email] If you're thinking of hiring this contractor, make sure that you write into the contract that everything must be brand new and in working order. And realize that behind your back, one of the principals may be thinking, "Tell her to suxk it".

I purchased the offer and within 24 hours had an appointment made to have the basement measured. When I had to call and reschedule, it was handled quickly and easily. Jim showed up on time with a phone call a few minutes prior to let me know he was almost at my house. He worked efficiently in the basement measuring the space. Within a week, I had 2D plans - two options - of what I could do with my basement along with pricing estimates. Right now, I'm still getting my bearings in my new house and prioritizing all of the work that has to be done but when I get around to the basement, I'll be calling the folks at Better Built Basements back. Really top notch and I have to think that if they're this meticulous and thoughtful in the planning stage, they'll be as meticulous and thoughtful in the execution.

They kept changing appointment dates

Better Built Basements subbed this to Tranmer Electric. They sent two men who managed to reroute the cable the entire length of the finished basement without having to cut any holes in the sheetrock. Quite an accomplishment. They were very professional and were careful to clean up after themselves.

Please see above.

They have been such a professional and helpful company in the planning and design of our basement. Jim and Wayne even reviewed their original plans and realized they had planned for too much base board heat and immediately revised their plans. That kind of customer service is outstanding and I would recommend Better Built Basements LLC just because of that. We'll keep you posted on the finished product.

the estimator was friendly and professional but when I did get the estimate it was much larger than that of the company I used.

I was very pleased by the excellent work performed by Better Built Basements. They finished about 2/3 of the entire basement including a half bath plus with a custom cabinet and dog tub/shower to my specifications. Jm and Randy were very responsive whenever I had questions and I love the clean air/dehumidifying system they installed and the dri-core floors and vinyl tiles. Every day before they left, the area was neatened up. They noticed that the current door was starting to rust and the wood frame was rotting and Jim worked with me to replace the double doors with a better quality door. They also took the time to install a bifold door in the main area of the house to close off the laundry area from the hallway, expertly matching the current doors. Work began in mid-November and was completed just after the new year as promised. I love my new office/quilting studio and cannot wait to complete it with my cabinetry, bookcases and storage. The office staff was also very accommodating and returned my phone calls quickly. I highly recommend Jim and the Better Built Basements crew to anyone looking to finish their basements professionally.

We are more than happy with the work performed by Better Built basements. They completely finished our basement. This included adding a full bath. The work began in November and was completed before Christmas as promised. We worked with Jim to come up with a design that made sense for our family. We had some minor adjustments along the way, and the staff was always accommodating. The crew that performed the work was Great!, friendly, responsive, professional, and knew how to get the job done properly. We would highly recommend Jim and the Better Built Basements crew to anyone looking to finish their basements.

After looking around for a contractor to complete our basement remodel we decided to go with Better Built Basements (BBB) due to their expertise and no pressure consultation style. The initial sales call, walk through/design process was done with Wayne (very professional, no pressure what so ever). After discussion with Wayne we next met with Jim (owner and project manager) who provided more detail regarding the entire process as well as more information about BBB (again no pressure or any in-your-face sales tactics etc). After the contract was signed we were given access to a website (www.billeter.com) which is used to update information on what would be performed and on what dates (eg. demolition, town inspection etc..), and change order processing. The project started a few days ahead of schedule and BBB was able to complete the demolition and framing prior to Hurricane Sandy's arrival. They continued to perform the rough electrical the day after Sandy since we had power. BBB installed all new electrical throughout the basement, and did a walk through with me to determine where I wanted lighting, switches, outlets, and electrical baseboard heaters to go. What we noticed from day one was that BBB always kept the job site immaculate (inside and around our property). We were able to tour the progress without worrying about stepping over tools and debris, and it showed that they respected our home. After Sandy we noticed several cracks in the foundation which was quickly repaired the same day by one of Jim's contacts, Luke from "Attack-a-Crack." Sandy also revealed a large hole where we were planning on installing a new window.... This hole was probably the cause of the musty smell we had in our basement, as well residual moisture even with a de-humidifier running. Jim identified that the hole was actually below grade, and the issue needed to be resolved, and his solution of a window well to divert water away from that area of the home has so far worked out well (2 winter storms and no water). After rough work passed inspections, drywall and finish carpentry went up seamlessly. We were very impressed with the quality and the speed at which the drywall went up and was skim coated. We had built-ins constructed and they are truly a piece of artwork, we had one built to store our daughter's large toy collection, and one for AV equipment. All trim work was done well (outside window trim also looks great), no gaps between joints or walls. We had our stairs replaced with new red oak stairs, which are extremely sturdy and shows the true craft of BBB's carpenters. I consider myself fairly meticulous when it comes to painting, and BBB passed my painting inspection. I did point out multiple spots which I wanted touched up prior to contract end, and they took care of them without issue. BBB also did a great job matching the exterior paint for cedar shingles which were replaced during the window installation. During the painting process the painter Mark noticed that the bathroom paint was quite dark, and recommended we change it, which we did. We found it thoughtful that he asked, and we appreciated that type of consideration during the painting process. The buildertrend website was a nice tool for keeping us informed on what was going on, change orders etc, but there were a few instances when the calendar wasn't entirely accurate. Jim did acknowledge that the calendar could be more up-to-date and did do his best to keep us informed of any major changes with a phone call or text message. If anyone did come to work on a day not scheduled on the calendar we usually had the hatchway locked, and Jim or his office staff would contact us prior to entry into the home (respectful of our home and our sleeping dog!) We have worked with several contractors in the past for other home renovation projects, and we can say that our interaction with BBB has without a doubt been the best. Jim was always an email, phone call, or text if you had a concern or question. His responses were prompt (literally minutes) and answered completely. Jim and his team worked through Thanksgiving (even on Thanksgiving) and worked on the weekend to finish ahead of schedule. Overall we are very pleased that we decided to use BBB for our project, and are considering them for work above grade! Jim and his team were very respectful of our home, our family, and dog (even called us to let us know that the dog was ok when they had to unexpectedly drop off some material). Every member of the BBB team is approachable, and Jim was great to work with. The quality of the work was top notch and we are very pleased with the final project. We'd highly recommend BBB for any basement remodel. From start to finish, their team was communicative, honest and professional.

It could not have gone any better. their work was done exactly as stipulated in our contract. Done on the exact dates, including the times they would arrive each day. They worked throughout each day..no doggin it. The few changes that were made were done at their suggestion...and made perfect sense which my wife and I were in complete agreement with. We weren't pressured in any way to add this and that to add to the total. At the end of each day, whichever crew was here, cleaned up and left our basement spotless. On two occassions the owners son and daughter showed up in the early evening to tidy up a little more. Another bonus..the guys were kind enough to not only move our furniture out prior to starting everything...they also moved everything back when work was completed. We truly appreciated their doing that for us. Frankly, after having these guys around for a few weeks and having some laughs with them, we weren't surprised they helped out, again. Bottom line...we got exactly what we wanted at the right price and completed ahead of schedule by a group of really good guys. It was a pleasure having them here. Better Built Basements gets our highest recommendation. We'd use them again...in a heartbeat!!

I was in constant contact with Randy by cell phone and followed the job scheduling with the BBB software on my iPad and iPhone. Construction started July 25 and finished with the final Town inspection Oct 15, final trim work finished Nov 19, 2012.. Total of 127 days to Certificate of Occupancy . Change orders for upgraded flooring and tile slowed down the process a couple weeks. Quality of workmanship was good and any problems and concerns were addressed and corrected. If I had to hire another contractor I would use BBB again.

We saw reviews for Better Built Basements on Angies List and decided to contact them. We met with Jim and Wayne at our condo. We were immediately impressed with their professionalism. They took measurements and provided blueprints two days later. They quoted a price which we accepted. They pulled all of the permits and started the work earlier than predicted. They were very punctual and they cleaned up after each day. To say that we were impressed would be an understatement, we were in awe. The progress each day was unbelievable. Each member of Jims team were exceptional. Our basement was finished last week and we cant believe its the same place. What was once a dark and drab basement is now a beautiful bathroom and family room. We cant say enough about Better Built Basements. They are second to none. Simply the best!!. Thanks Jim and crew for a job well done. Bob and Roberta B Enfield, Ct.

I couldn't be more happy. This company is excellent to work with and a model for other contractors to follow. They were very professional from the start to finish -- from providing a written estimate to the final sign off. There were no suprises along the way. Victoria, the office manager, kept in constant communication so there were no missed expectations. A minor mistake or two was quickly corrected without complaint. Jim, the owner, and Randy the lead carpenter on the job knew exactly what they were doing and proved their skill and experience. Doug, the wallboard guy, did an excellent job. Since I painted the finished work, I Iooked closely for problems...there were none. Their price was not only fair, they were the only contractors of five that bid on the job that said they would get a building permit and make sure their work passed all inspections. The final project is beuatiful and I feel like my money was well spent. I found this comapny through Angie's List and this experience has proved the value of my memebership.

This was a big job and they did most of it in one day. The team was professional and the job was done to our satisfication.