Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please consider this matter resolved.draft agreement from *** is received: it does not contain the agreed-to terms. I inform *** of the terms of the CEO’s good faith proposal and request modification 8/3/23 Nash CEO reiterates the terms he proposed on 7/26: “25% of remaining balance will be refunded and repaid when the job is complete.” I asked why *** continues to send drafts that don’t reflect those terms. The CEO replied, “I haven’t read the agreements or the emails.” CEO offers a full refund of remaining balance ($77,500), without penalty or restocking fee. This is acceptable 8/8/23 *** states he will draft a termination/release agreement to refund $77,500 No draft agreement has been received. Nash has had $102,500 of my money since Apr-22. They’ve done $25,000 (max) of work, acted negligently and dishonestly, and broken one contractual obligation after another. Two bait-and-switch agreements—CEO promises one thing and draft proposal says something different—indicates that Nash is not engaged in good faith business dealings.

  Customer Answer

  Date: 09/27/2023

  Date Sent: 9/25/2023 2:08:03 PM
  Please consider this matter resolved.

• Initial Complaint

  Date:08/03/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon.  The contractor has been working to resolve all issues and complete the job.  Therefore, I withdraw the complaint, as we work toward final completion.  Thank you!tstanding items in the kitchen include panels for the dishwasher, which is currently not usable; replacement of the poor quality butcher block countertop on the island; correcting a poorly executed fill-in above the microwave; a mismatched seam in the wallpaper; a discolored cabinet door; missing cabinet doors, etc. The only work done in the family room is some demolition and new tile on the fireplace. In total, if Michael Nash would send workers everyday for a week, and obtain the missing doors/panels, this project could be finished. This is very stressful and frustrating; we are now in month 8 of a 3-month remodel. We have made timely payments, and we just want the project to be fully completed in a timely fashion. We let them know, at the beginning of this week, that if the project wasn't finished by the end of the week, we would be filing a complaint with the BBB. The project is not complete, and the remaining items will not be completed by the end of this week. Help

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From: *************************** <************************>
  Date: Mon, Jul 17, 2023 at 4:28 PM
  Subject: Re: Complaint against Michael Nash/********
  To: *********************** <*************@mybbb.org>
  
  The issue has been resolved as of now based on the steps taken by Michael Nash. 
  
  Sincerely,
  
  ***************************are now broken. The floor stain was completed and the stairs are yet to be fully done. The 2nd bathroom renovation started in June 2023 and we were promised this will be done in July they gutted the bathroom and this project is still going on the team hasn't shown up on a regular basis so we don't think this bathroom will be done anytime soon like other projects. At this point, we have had multiple meetings with ***** ******** and his nephew ****** plus other members of their team. Every time we meet with Sonny he has made promise that the project will be done the team will be here on a regular basis and ****** will be meeting with us every Friday. We gave them the deadline to finish the project by May 2023 which never happened as they came up with a new timeline and promised that everything will done by this timeline. So far all we have received false promises they have taken the money and never delivered the services they were supposed to deliver and poor quality work.

• Initial Complaint

  Date:03/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Michael Nash for failure to provide services as agreed upon in a contract and failure to issue a refund. On 7/27/2021, I signed a contract with Michael Nash to renovate my master bathroom and powder room. I paid the requested amounts at each interval as per the terms of the contract for the renovation of my bathroom and additionally paid for upgraded materials. Our start dates were pushed back six times for over 18 months with excuse after excuse provided ranging from illness to lack of staff. Over this time period, it became more and more difficult to reach them and to receive any clear communications about the start date and the timeline of the job. Needless to say, we lost faith in the company and were no longer comfortable with allowing them to do our job. We wrote an email requesting to cancel our contract on 10/01/2022. We did not receive any response until 10/26/2022 and were told that our request was being "forwarded to our board to review". After repeatedly pressing for a date, we were told that we would receive a reply in December 2022 via letter. No such letter arrived. We reached out to Michael Nash again on 12/14/23. I was again assured that we would receive a reponse to our request soon. As of the end of March 2023, the contractor has not responded to any of my requests for updates. Their unfair business practices have caused us significant inconvenience and stress. Unfortunately, because of the signficant sum of money we have given to them, we have been unable to start our project with another contractor. I am requesting help from the BBB to help us get a full refund of the ENTIRE amount paid to Michael Nash to date for materials and services. .
  
  CONTRACT NO:80225 INITIAL RETAINER SIGNED ON: 05/20/2019 $36,300 Deposit paid FINAL CONTRACT SIGNED ON: 07/27/2021 $5000 1rst Payment Milestone paid $8000 Marble Upcharge paid $5000 2nd Payment Milestone paid Work was to start 11/2021 Date was pushed back by Michael Nash to 01/2022 Work was pushed back by Michael Nash to 02/2022 Work was pushed back by Michael Nash to 05/2022 Work was again pushed back by Michael Nash to first week of 10/2022 Work was again pushed back by Michael Nash to last week of 10/2022 At this point I requested a full refund from Michael Nash Multiple email and telephone communications remain unanswered No response to our requests for cancellation of contract and full refund as of 03/36/2023 Our master bathroom has a major leak in the shower(leaks into the kitchen) which necessitated the remodel and we have been unable to use it since 2019.

  Business Response

  Date: 07/06/2023

  June 9, 2023 
  

  Dear *** ******: 
  

  I have received, and thank you for, your June 1, 2023 
  correspondence, regarding the apparent March 28, 2023 complaint filed by one of Michael Nash's customers, referenced by number above. 
  

  Despite the fact that Michael Nash has not deviated from contract performance fully within the four corners of the contract signed with these customers, as a matter of customer service and satisfaction, I agreed to visit these customers' refund request to the Michael Nash Board. In so doing, I have encountered various kind of resistance, to issuance of any refund, much less one containing a waiver of Cancelation, design and restocking fees (“Cancelation Fee" in the amount of fifteen percent (15%) of the Contract Price plus 25% of cost of materials ordered). The customers' insistence on no less than a "full refund" has caused this process of seeking that authorization to be lengthier than it might have been, particularly so in as much as Michael Nash is under no current legal obligation to cancel these customers' project, or refund all or a portion of their amounts paid. I am pleased to report, however, that I have since secured that authority, also to include a full waiver of design and restocking fees otherwise owing by the customers under the contract, conditioned upon the customers' agreement to execute a written release, in exchange for the said refund. In the event the customers are able to agree to the terms of that release, we will be in a position to issue a full refund. 
  Please feel free to contact me at (703) 641-9800, if you have any questions or discussion regarding the resolution of this Complaint. 
  yours. 
  

  Very truly yours, 
  ****** ********, President and CEO 

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  since the project started and there is still much to be done. We have moved to take are of my wife's parents and are now paying for two homes while we wait for MN to finish -- always being promised that it will be finished soon yet they send only 1-2 people to work for a couple of days per week. This is completely unacceptable and has created significant financial and emotional hardships in our lives. We expect MN to complete the work and refund us $30,000 for the financial costs that these delays have created for us.

  Business Response

  Date: 07/06/2023

  June 9, 2023 
  Dear *** ******: 
  

  I have received, and thank you for, your June 1, 2023 correspondence, regarding the apparent November 13, 2022 complaint filed by one of Michael Nash's customers, referenced by number above. 
  

  In the intervening period since the initial communication to your office, we have been in communication with both of these customers, and as of February 17, 2023, these customers' project was substantially completed, and by consent agreement, all financial matters with the said customers were resolved and customer agreed to withdrawn the complaint. 
  

  Please feel free to contact me at (**** ********, if you have any questions or discussion regarding the resolution of this Complaint. 
  

  Very truly yours, 
  ***** ********, President and CEO