Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed a bathroom renovation contract with Reliable Home Improvement **** to remodel 2 bathrooms on October 10, 2022. On that day, the sales rep ******** asked for a $1,000 deposit and told us we will be contacted by their interior manager ***** and his wife Destiny. On October 19, 2022 ***** and Destiny came to my home where they took measurements and discussed design for both bathrooms, they gave us a list of suppliers they work with and suggested we check them out. Both ***** and Destiny offered to meet us at any of the locations to assist with our choices. That never happened each time I invited them; they always had an excuse why they could not attend. After our initial visit with ***** and Destiny, they asked for a $20,000 progress payment that day which I was told was for permits and materials. I was also told it could take up to a month to get the permits, but would file right away. I found out they didnt work on the permits until December and our project was estimated to begin Dec.10. No work has been done to my home. I reached out on Dec.12 to ask when work will begin. I was told they were taking care of the permits and they will contact me to schedule a date to begin. Then I asked how long will it take to get permits and will I be getting a copy? The person on the phone didnt know but they will get back to me through text with the information. I never got an answer and that was the last time I heard from Reliable. They violated their own contract by not performing within a reasonable time. Due to their lack of communication, unprofessional work ethics, lack of knowledge, lack of transparency I want a full refund because no work has been performed at this point.Business response
03/20/2023
We have provided a full refund to the consumer.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.