ComplaintsforOptum Home Solutions

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint: Defective product, failure to remedy and failure to honor warranty.5/17/23 had Optum install replacement windows. The next day noticed that one of the windows would not close correctly and that the screws for the receiver had been loosened so that the latch would reach it (None of the other windows were in this condition) and the window would not properly close or seal. Texted *******, the person who did the installation, since he had told me that if there were any issues to let him know. After not receiving an answer I called him and left a voice message, still no response. On 6/14/23 Called and notified Optum of the problem and was told that the installation department would contact me. 7/6/23 same person that had installed the windows (*******) came by and measured the window and found that it was 1/8 inch too tall and that was why it would not close, latch or seal correctly. He stated that an order would be placed or a replacement window and that Optum would contact me. On 9/28/23, After two and half months of no contact I began calling Optum to find out the status of the replacement window. Each time I called I was told that someone would call me back or someone from the service department will call me back and each time no one called, emailed or texted. When I asked for the number to the service department I was told that they only have one phone number and thus I could not call them myself. I even tried using their web site to try to get a response and was told same thing as before, someone will contact you. So now, five months after installation I still have a window that will not lock or seal all due to a 1/8 inch error and no one from Optum has contacted me.

  

  Business response

  10/24/2023

  The replacement window for this customer is on order from the manufacturer.  When the window arrives, it will be installed at no charge to the customer.  We apologize for any inconvenience.
  
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Optum for 2 bathroom remodels on 5/27/2023; On June 15th a representative from their company came to take final measurements on the 2 bathroom projects so that materials could be ordered. Within **** minutes I requested the representative to leave my property as he indicated that what the sales person told us was not a possible job for them to complete and instilled doubt into the companies capabilities, he also spoke illy of our sales representative who was no longer with the company. I then immediately called Optum, spoke with **** the receptionist and indicated that I wanted a cancellation on the contract. The manager **** was unavailable to take my call, a few back and forth calls ensued between ****, myself and my husband until we finally received a Right To Cancel from Optum on 6/20/2023 to which I quickly signed through DocuSign. **** agreed to return our $21,625 deposit as materials had not been ordered. Per the *** If you cancel, any property traded in, any payments made by you under the contract or sale, and any negotiable instrument executed by you will be returned within 10 days following receipt by the seller of your cancellation notice, and any security interest arising out of the transaction will be canceled.It has now been 16 days since the *** was signed by us and our deposit has not been returned to the finance company nor have I received any communication from the company after 1 email and 2 additional phone calls for follow up (7/5/23 at 11:21am & 7/6/23 at 2:28pm). My last phone call I spoke with *******/*******(?) who indicated I had to speak with **** who was on another call. He indicated that **** would call me back shortly but I did not receive a call back prior to the company closing at 4pm. Im beyond frustrated at this point as we need the deposit back so we can close the loan and apply for a new loan for additional home projects. Optum has lacked customer service since day one and we just want our money back!

  

  Business response

  07/12/2023

  When this job was measured, it was determined that we would not be able to configure the shower the way the customer wanted it.  There was a delay as we tried to explore other options with the customer.  All the other options were rejected.  The down payment was refunded.  We apologize for any inconvenience. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  04/19/2023

  The complaint states that the seal failed on the inside and outside of the window allowing air infiltration around the edges of the window.  The seals on the window are between the panes of glass, not around the edges of the window frame.  From photographs provided by the consumer, it is clear that the problem of air infiltration is caused by caulking around the edge of the window that has weathered and cracked. 
  
  Caulking is not a part of the window and is not covered by the manufacturer’s warranty.  Caulking is a maintenance responsibility of the homeowner.   The homeowner should inspect the caulking at least yearly to be certain that it is in good condition.  While the air infiltration is an annoyance, if the caulking deteriorates to the point that water is getting inside the walls, serious damage could occur.  Caulking is available at most big-box home improvement stores in the Phoenix area.  The label of the caulking should say if it is appropriate for use on vinyl windows.  If the homeowner is unable to replace the caulking, we suggest calling a handy-man service.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in June of this year, this company started sending telemarketing texts to, and calling my wife's cellphone, which is on the Federal Do Not Call list. They were instructed to stop several times, and my wife actually filed a BBB complaint about the issue, which the company denied responsibility for. Well, here we are in October, and they called AGAIN. I am making a last-ditch effort to get the company to have it's attorney contact either myself or my wife, so we can resolve this amicably. If not, I have already researched and found several attorneys in the area that specialize in TCPA litigation, and I will be contacting one of them to represent my wife. We are hoping to avoid the time and expense of court, but we will absolutely go that route if needed. My wife is entitled to significant compensation as allowed by Federal Law 47 U.S.C. 227(b)(3).

  

  Business response

  10/27/2022

  We apologize for the call to ************.  There was no intent to violate the Do Not Call regulations. 
  
  As previously stated, this call was not made to the person making the complaint or his wife.  The number was obtained from an in-bound on-line inquiry.   Additional research shows that the address given in the on-line inquiry is fake.  This leads us to believe that an unknown person posted the on-line inquiry to intentionally cause harm.  
  
  However, earlier this year, we instructed our IT department to remove the number from our data base, but there must have been an area that was missed.  We have once again instructed our IT department to remove the number from all data bases.

  Customer response

  10/27/2022

  The company has been informed NUMEROUS times in back in July, to cease and desist calling **, since we are on the Do Not Call list, and we are not and have not been interested in their service, nor have we given them any permission to call us. They called yet again on 10/26. This is a CLEAR and OBVIOUS violation of multiple statutes of the Federal TCPA, and Arizona State Law. Also, this apparently is not an isolated event. There are myriad complaints online regarding the same issue that other consumers have encountered. I am making an effort here, to avoid the time and expense of court, by speaking about this matter with the company's attorney. Hopefully it can be resolved that way. If not, we absolutely WILL contact an attorney to apply 47 U.S.C. 227(b)(3), and recover damages as allowed by both Federal and State Law. I have the calls recorded as allowed by law, if the company needs to review them. 

  

  Business response

  10/28/2022

  All of this has been stated previously. 
  
  On June 29th, this company received information entered into an on-line form requesting information on bath products from ************** in ****.  At the time we had no reason to believe this was a scam.  We responded to ***** R appropriately.  ************ did not respond to texts or calls, then called into our company to request we stop calling.  We stopped calling.
  
  A few days later we began to receive complaints from VN in ******** that we were calling her.  We responded that we did not call VN, we called **************  Perhaps ************ entered VNs number into the on-line form in error.   We apologized and made every effort to remove the telephone number from our data base.  A second complaint was sent by VN and we responded again with the same information.
  
  In October, we changed software providers and, apparently, this caused a database to open up some numbers that were previously marked as Do Not Call.  We received a message from VNstating that we called her again.  The next day, we received a complaint from VNs husband.  We gave the same response as before and added that we are beginning to believe this was a scam from the beginning, instead of believing that ************ was just a poor typist.  Today, we received another complaint for VNshusband.  The information has not changed.   The telephone number was received through a legitimate source and has been marked as Do Not Call. 
  
  We have no control over what people type into on-line inquiries and we have recently been told that it is becoming common to put ones friendsand/or persons they no longer call friends telephone numbers into on-line inquiries as a prank.  Many people now reject ALL calls and texts from ANY number not on their contact list.

  Customer response

  10/31/2022

  As stated, the company had been told to cease and desist back in July. Regardless of any mistake or error they made, they called again this month. They are responsible for these calls. If they are not going to have their attorney contact me, then there is no need to further this complaint or discussion. We will forward the matter to an attorney the specializes in TCPA, and seek legal action against Optum, as allowed by Federal and State Law. We will also be contacting the Arizona State ************************* and inquiring about any further civil actions against this company.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Multiple calls for unspecified reasons at 5:27a, 5:27a, & 5:36a on 7/20/22. Tried to resolve through customer service line at 9:52a & was placed on indefinite hold (>1:20min)

  

  Business response

  07/21/2022

  We believe this consumer has placed his complaint on the wrong business.  From the information provided in the attachment, it appears that the complaint may be related to a business in the medical field.  We are a a construction contractor and have nothing to do with anything medical.  Additionally, the time the consumer states he was called was several hours before we open for business.  Please remove this complaint from our file.

  Customer response

  07/26/2022

  No response attached. Just a copy of the HIPPA release form.

  

  Business response

  07/28/2022

  We answered this complaint stating the person is not our customer and that we are not is the medical field.  

  The person is still not our customer and we are not in the medical field.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Beginning the last week of June, this company started calling and texting my cellphone, which is on the federal do not call list. The first time they called, I told them I had no idea how they got my number, and that I was not interested in their services, and not to call anymore. Since that request, I have received multiple calls and text messages from them, ignoring my request. I had my husband call them towards the end of the week, and he explained the situation, and was told I would not be contacted again. Regardless, I received yet more calls and texts, some from different numbers than the original. At this point, I do not have faith that I will not be contacted again. After speaking to my husband, and researching the matter, this company has committed MULTIPLE violations of both the Federal TCPA (47 U.S.C. 227(b),47 C.F.R.64.1200), and Arizona State Law (AZ REV **** 2015, 13-2919). At this point, the ONLY way we are willing to resolve this matter, is by speaking to Optum Home Solutions' ATTORNEY or LEGAL REPRESENTATION. If no resolution is reached that is satisfactory to us, we intend on taking vigorous legal action as allowed by 47 U.S.C. 227(b)(3), and Arizona State Law. We will contact both a personal attorney, as well as the Arizona State ************************* for assistance in this matter.

  

  Business response

  07/11/2022

  There was not an intentional violation of the do not call list, rather it was a wrong number.   We did not call the lady making this complaint.  The name and city associated with the number that we called is not the name or city given by the lady making the complaint.  When we called the number and asked for the name associated with the telephone number, the person answering stated we had dialed the wrong number.  Assuming that we dialed incorrectly, we called again and were asked by a male voice to stop calling, which we did.
  
  The telephone number listed in the complaint was called because it was used in an internet inquiry requesting information about goods and services and may have been entered into the internet inquiry incorrectly by the party requesting the information.  Telephone numbers used in internet enquiries are often dispersed to several different companies whose goods and services fit the criteria given in the internet inquiry.  This may result in the homeowner receiving calls from different telephone numbers.
  
  We apologize for any inconvenience caused by the telephone call.

  Customer response

  07/11/2022

  There have been MULTIPLE calls and text messages. As stated, I will need to speak to the company's ATTORNEY or LEGAL REPRESENTATION to resolve this matter. If that does not happen, I will be seeking legal remedy for the MULTIPLE TCPA violations committed against me by this company. That remedy including asking for assistance from the Arizona State ************************** which has clearly stated it's concern publicly, regarding illegal telemarketing. 

  

  Business response

  07/21/2022

  As previously stated,
  
  This call was not made to the person placing this complaint.The call was made to a different name at a different address, although the telephone number is the same.
  This call was made in response to an online inquiry.
  When the person we called requested we do not call, we immediately did so.

  Customer response

  07/21/2022

   Optum was told to cease and desist, and chose to ignore that request. They texted yet again on July 3rd. They violated TCPA to start with by calling me without the express written permission required by law, and then violated it again by calling and texting after being told to stop. I am giving them the opportunity to have their attorney or legal counsel contact me to resolve the matter. If not, then, like I previously mentioned, I will take the appropriate legal action against them. I am not going to go away or let this go.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Trying to get them to cover the Lifetime warranty on are windows and screens we had put in. we can not get any help finding them. So what can I do thanks for your help.*********************

  

  Business response

  03/01/2022

  We do not find any advertising issues in this complaint.  The complaint states there are needed repairs on windows and screens.  We reached the customer by telephone and were told only the screens need repair. The warranty only covers the fiberglass screen cloth against rust, rot,stain and corrosion.   The repairs described by the homeowner did not fall into the categories covered by the warranty. 

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Optum Home Solutions (Reliant Capitol LLC)Was contracted to apply Cool Life Ultra Coating, on our home. The coating has discolored very unsightly (very uneven). It is also cracking and peeling.We have contacted Optum Home Solutions several times by phone and emails over the past year and we do not get any response from this company. A woman that answered the phone one time that I called referred us to Life Paint Coatings stating it was a product warranty issue.We contacted Life Paint Coatings about our issues with with the product. (It is still under warranty). We sent pictures of our home and samples of chipped coating. We answered their questions about the painting process that was executed as well. We were told that a primer was a required step of the application process. We were informed that the primer was not purchased from them with the CoolLife Coating. We did not see the contractor use a primer before applying the Cool Life Coating either We advised Optum.

  

  Business response

  08/02/2021

  Our records that the coating product was applied to the homein 2013.  The manufacturers warrantycovers cracking and peeling.  We willwork with the manufacturer to solve this problem for the homeowner.Tell us why here...

  Customer response

  08/04/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

  Customer response

  10/21/2021

  Good afternoon,
  

  
  

  It has been over sixty day since Optum Home Solutions agreed to work with us on the issues we addressed regarding the coating installed on our home. We have not been contacted or had any type of communication regarding how they intend to address the problems. (The lack of correspondence from Optum Home Solutions has been consistent since September 2020).

  
  

  In the response to our complaint- ********, 8/21/2021, Optum Home Solutions referenced the warranty that LifePaint provided on the product used. On 2/16/21, we called Optum Home Solutions. A woman, ****** asked the reason for the call and we notified her that Life Paint had unvalidated out warranty because:

  A primer had NOT been applied as required before applying the Cool Life Coating. ****** took the message and stated that someone would call us back. (Never received such call).

  
  

  According to ********* **** from Life Paint, the omission of the primer is grounds for invalidating our warranty. (He also stated that two walls, property perimeter walls, are not typically covered by their warranty for our home).

  
  

  Since the warranty was invalidated due to not applying the primer (Optum Home Solutions was notified of this action on 2/16/21 to ****** in message) we would like to reopen our complaint. Optum Home Solutions needs to come up with a viable resolution to repair our home.

  
  

  Thank you, 

  
  

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

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

  

  Business response

  11/05/2021

  While we understand the homeowners frustration, we are having great difficulty locating qualified workers in the area to help solve the problem.  We apologize again for the delay.

  Customer response

  11/10/2021

  We have not received any correspondence from Optum Home Solutions regarding their response to complaint. No action has taken place. We are still in the dark about their plans to fix the problems.

  Thank you.

*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. ↩