ComplaintsforHome 2 Renovate, Inc.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like to file a complaint against home 2 renovate. I hired this company thru BBB website to do roof work. Under the contract we agree the to the job thats needs to be done. On 10/11/23 they start the work. After removing the roofing, they found some plywoods are damage and needs to be replaced which will cost me extra $380.00. I agreed and approved the amount so that they can remove the damage wood and replace with the new one. On 11/12 23 I came home round 2pm to see how the work is going. I found this blue car in my drive way with back hatch door open loaded with case of Modelo beer and two ladies standing by the car.The roofer was talking to those two ladies. As I walked by I asked a question to roofer. Are you finished working or off the clock he said I have some more work to finish and your roof work will be compilated by this afternoon. So, I asked who are these two ladies, are they here to help you, who allowed you guys to drink beer on my property. No answer.I told those ladies to move the car out of my drive way and I dont want to see that anyone drinking beer on my property after that two ladies left and roofer went back to work and I Went back to my work. Next day one of the guy came to do the final inspection and want me to fill a recommendation form and give good review. I complete the form and hand over to him, quickly he made a call to his supervisor. Supervisor and CEO they both talk to me and tried to bribe me with $500.00 for not to complain to BBB or anyone else.On sunday11/13 23 I was taking my trash out and noticed that the piece of wood is still damage and was not replaced. Please see all attached pictures. If you need video please let me know.I hope you take this matter seriously and get back to with answer.Thank you *******

  Business response

  12/14/2023

  This complaint has been reviewed and we take these matters seriously. The Customer has not provided any proper notice to us, the Contractor prior to the BBB notification of such complaint. Upon receipt of this complaint we had our Project Manager *********************** who contact the Customer and ask that we come out to inspect the area of concern identified in the picture provided by the Customer. ***** was shown the area of concern by the customer. ***** took pictures and videos for further review. This afternoon at 6:15PM the Owners and ***** called the Customer. We had a cordial conversation and confirmed the scope of work purchased and provided some options/solutions. Also asked what his intention was with this complaint. The scope of work did not outline the type of repairs of the area of concern identified by the customer. The customer was not present during the tear-off and installation of the project. His concern appears to be out of speculation that we did not replace the piece of plywood as he was charged for. At the end of the conversation the impression we have is the Customer may drop the complaint and he will work directly with us to further investigate such claim to reach a reasonable understanding. If the Customer decides not to drop such claim and work with us then we will provide all supporting documents that will validate our scope of work.  

  Customer response

  12/27/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Meet with sales 5/2/22 Had questions for second sales on 5/4/22; specific clarifications on price and product Never heard back On 5/9/22 sw ***** ( supervisor on phone) he told me I could take up questions with foreman when job started I stayed that was not acceptable I called 5/12/22 sw ***** in customer service asking to cancel He stated GM would call me . Ultimately owner of the company *********** called me bullying and threatening me Demanding to see me in person He's scary as are the other two people, lots of double talk and threatening me

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/05/13) */ Let me start by saying that no one threatened *******. We were attempting to have a cordial conversation but she would raise her voice, speak over us and threaten/warn us that she was going to the BBB etc. When we realized that the conversation over the phone was going nowhere regarding the fact that we were trying to explain to her that there would be a 25% of the total contract price fee for cancelling after her rescission period. That's when we tried to set up a day and time to meet in person so we can come to a solution. She refused. As ******** stated, this job was sold on Mon., 5/2/22. On Wed., 5/4/22 one of our Project Coordinators, *******, not a Sales Rep. went to introduce himself and walk the job, collect the 1st progress payment to cover the costs of materials and shipping and to game plan. As per the attached notes. At the time of what we call a "Rescope" ******** had no questions for us. We always have our Project Coordinators call our Production Manager live while at a job site, who is ***** and she had no questions for him either. On that day we also set the start date of the installation of her project for Mon., 5/16/22 because ******** claimed that she needed time to board her dogs or we would've started much sooner on Mon., 5/9/22. Due to the fact that she had tentatively picked the colors that were on the contract, even though the installation date was set. Our Production Manager, ***** called her on Mon., 5/9/22 morning to see if she wanted to stay with the original colors she chose or if she wanted to change them. She then, said that she would like to see more colors, we then had ****** the Rep. that had originally sold the job drop off the color chart to her so she could take the week to find the colors of her choice. On Thurs., 5/12/22, 3 days after her rescission period had expired and all materials minus the paint itself had already been ordered and in our warehouse. She calls to cancel the whole project. It's important to note that she never aksed us any questions in person or over the phone. She ahd many tele. #'s she could've called that are on the contracts, business cards etc. When we called her she kept lying about that she had questions that had not been answered but we never heard from her until she called us on 5/12 to cancel. We then said to ask us her questions but she refused. Per the attached contract that she has signed. If she does want to cancel we keep 25% of the total contact price which is $******** to cover the costs of man hour labor, materials that cannot be returned and shipping. We are to refund her a amount of $******** of the $******** that has already been collected. She admitted over the phone that she had just had a change of heart/cold feet and just wanted all of her money back. Due to how late she waited to cancel, we had already invested thousands in man hour labor, non refundable materials and shipping. She signed the agreement and was well aware that she had a rescission period but never canceled during that time. Please see that attached paperwork that explains the rescission period clearly and where she signed. If you have any questions please feel free to give me a call. Consumer Response /* (3000, 7, 2022/05/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Whomever sent the response from the company has no first hand knowledge of the situation. On 5/4/22, I did ask for additional work to be quoted and well as clarification on several items discussed on 5/2/22. ******* never introduced himself, nor identified his position with the company. Because I asked for additional work, this makes the contract of 5/2/22 null and void, as all changes must be in writing, as per their own company policy. I never received the paperwork on the 5/4/22 requests, in fact a man named "****" stated they couldn't do same as it would be a "guesstimate". Read the other complaints against this company, very similar to mine. I have already lined up another company to do the work needed. I never changed my mind about the work being done, I get my house painted every couple years, always have. These guys apparently are very good at bait and switch. I imagine they target seniors and females such as myself. Business Response /* (4000, 9, 2022/05/19) */ Hello, my name is ********** co-owner and VP of Home 2 Renovate. I have read your complaints. I have reviewed your contract in detail. I spoke with the original Sales Reps & Project Coordinators assigned to your project. I see that we did not contact nor solicit our business to you. You found us and inquired about our companies business services. You vetted our company and many others thru a third party website ***********. We were happy to be of service and chosen as your contractor of choice. After much due diligence, I have concluded that our contracts are legitimate and complete. Each encounter with you and our company has been documented in our systems notes by each employee, date/time stamped. Considering your claims and taking a look at what is in contract, here are the facts that we can be prove. Contract signed on 5/2/22. On 5/4/22 between 1-3PM (and written on the top right corner of the contract) we had scheduled and completed a project walk-thu with you and ******* our Project Coordinator. You and ******* set your project start date for 5/16/22 (well after rescission/cancellation period) per your request due to making housing arrangements for your dogs. We embraced the fact and opportunity that you wanted to add more work to the original scope of work, but it would not negate the original contracted scope of work sold and scheduled until its been agreed to by both parties on a written change order. Despite any expectations you feel we may have not met or clarified you still had the right to cancel the contract within your rescission period and we would have happily honored as per the contract. Once the rescission period had past, we are contractually obligated to order materials and be ready for our start date. On 5/9/22 at 9:50AM you received a courtesy reminder call from ***** (Dept. Manager) for your set start date and you requested a color chart which was delivered to your property and dropped off. I agree that you never wanted to change your mind on doing the work. Its pretty clear that you just changed your mind on who's doing it. If we did something wrong we would take responsibility for it. Unfortunately, you attempted to cancel on 5/12/22 at 6PM. Which was just some days prior to start. Now we don't have any work for our crews and no home to apply the materials ordered. Please know that we are running a business and this was not our decision or choice. It was yours. This is why there is a 3-5 day cancellation period in ** and we abide by it. Please know that this complaint has an affect on the hard working individuals of this company and creates a improper representation of our practices. Please own this responsibility as your own and do not force this upon my business partner and all our affiliates. Please take down this complaint and/or call me at the office so we can make arrangements to return to you the amount of $******** which is appropriate per our contract on cancellations after the rescission period. If this was your business and you were at a loss you would do the same and hold the customer accountable. Nothing personal, just business and rightfully so. Consumer Response /* (4200, 11, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) See attached response from **** regarding Homes 2 Renovate contesting my review of them on **** I have filed a complaint with ****** Customer Resolution Team, they asked me to do a review of Homes 2 Renovate on the **** website I spoke with ratings Dept. last night, asking them to review the complaint filed with the Customer Resolution Team. Two additional items of note: 1) Home 2 Renovate referred (sold?) this job to a company called "*****************", this is indicated on the notes Homes 2 Renovate provided with their response to you. Not sure what ********* of dollars worth of materials is needed on a paint job that was sold to another company. The paint had not been purchased. Additionally the house is in good repair, last painted professionally approx 5 years ago. I do have that in a file, if it is needed. I also had some wood repair done recenntly by another contractor referred by my termite company. Also on same log, I wonder what the hidden notes are, notice the symbols on the "log" 2) Other issue is Homes 2 Renovate states I called after 6, but it was more like 4:20. This was after the **** Service rep and I talked and she sent them an e-mail in the morning of that same day stating I needed more information/transparency on the proposal. Homes 2 Renovate did not respond to her or myself. Between 4:23 and 5:41 Homes 2 Renovate called both my office and cell phone a total of 12 times, leaving only one message. The message is from *********** again, threatening me and telling me has "*******" me and my business. I of course saved it. Business Response /* (4000, 13, 2022/06/08) */ We are pre-screened and approved by third parties websites (such as ****** **** & ***********) who provide us leads. ****** do not allow their clients to post any reviews of contractors if no work had commenced. This is why they are not acknowledging******** review as legitimate. Had ***** moved forward to have us do the work, they would allow any review of hers to be posted. ***** cancelled her contract past the rescission period and there is a penalty fee for that. She agreed to it by signing the contract. In good faith H2R has provided her a refund by certified mail (tracking #********************) in the amount of $******** by chk#****. That amount is what she is owed back per our agreement. Dispute settled as per the contract and not by her claims of what she wants or is spinning it in her favor. Just go by the facts: Read the contract as it legally applies. Please drop this complaint. Consumer Response /* (4200, 15, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The further we dig into the matter, the more disturbing evidence is found. ***************** is NOT a licensed contractor as he stated, he is a Home Improvement Sales Person (HIS) ************** is nothing per the ** contractors licensing board, neither a contractor or an HIS. The number on the contract for **** is another example of Fraudulent Misrepresentation. ******* ******** is not a licensed contractor, not insured or bonded, on his own or under the H2R insurance polices or bonds. I imagine H2R pays ******* a fraction of the monies they collect on jobs, and pockets the difference. This company (Home to Renovate) has 5 complaints with BBB in last 3 years. All with similar issues. **** will be allowing me to review H2R, there are many similar complaints on **** for the company as well. They do allow complaints such as mine to be published on their website, and as per a supervisor complaints in regards to "conduct are taken very seriously" Especially those against senior citizens. Business Response /* (4000, 17, 2022/06/15) */ Yes, ****** *********. is not a licensed contractor. He is a Home Improvement Salesperson and was registered to sell for our company. Its his registration number you see on the agreement. Here is his HIS License Registration#****** SP. ************** was in training and shadowed ****** *********. while awaiting to receive his HIS License. You contracted with Home 2 Renovate. Not sure where ***** got **************** from. She never met the foreman because she never had us start the job. This job start was cancelled by ***** after many days past rescission period. It is perfectly legal for a B-General to hire a licensed sub-contractor to perform all or certain aspects of a job. Not saying that the project was going to subcontracted. That's neither here nor there. This has nothing to do with the fact that ***** cancelled her contract many days after her rescission period. We have an A+ rating with the BBB. There is no higher rating. Not sure what ***** is trying to point out about any past BBB complaints. This is very simple, ***** decided to cancel her legal binding contract many days after her rescission period. She has two options...1) she allows us to complete the work as per the contract. Or option 2) She pays the 25% the cancellation fee. Its obvious that she is now grabbing at straws to find a way out. Please let us know what option ***** would like to move forward with. Thank you. Consumer Response /* (4200, 19, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) See attached from BBB website and Home Advisor websites **************** is from Home to Renovate's own phone log. Business Response /* (4000, 21, 2022/06/23) */ I am not sure how to respond to ******* response. It makes no sense and now I'm confused on what her complaint is about. I am requesting that this complaint against my company is removed. There is no wrong doing by Home 2 Renovate. The fact which we have proven is the fact that she signed a contract, she cancelled the work past the cancellation period, and with that there comes a 25% cancellation fee of her contract. We have mailed her money back by check less what she owes for the cancellation fee. We have nothing else to offer or come to any agreement on. Please help explain this to her and remove the complaint. Consumer Response /* (4200, 23, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Contract is void due to fraud. ***************** is not a licensed contractor. Although he stated he was and flashed his "license". Untrue Sold a product with an alleged lifetime manufacturers transferrable warranty. Untrue This is on top of the totally inappropriate threats and behavior by************,*********** and ***** ******. I imagine there are many many more victims of this company but many people are intimidated by their business tactics. Business Response /* (4000, 25, 2022/07/06) */ Once again... Home 2 Renovate is a fully licensed, bonded & insured contractor. ****** ****** is a registered Home Improvement Salesperson with the CSLB and for a short period of time he represented Home 2 Renovate to sell for us. This statement is true and you can look it up online. Cool-Wall paint product has a Limited lifetime warranty (50 yrs). Home 2 Renovate is a certified applicator of the product. This statement is true and you can look it up online. Last, there is no reason for a business to behave inappropriately or threaten a seniors. For Gods sake, we are a small family business. We are parents, we have children and grandparents ourselves. I will not entertain this part of the customers response any further.

*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. ↩