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:10/29/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  We signed up for a bathroom remodel with Made in May 2022. There were numerous issues along the way, e.g., errors in the design process, trouble finding a contractor. In June 2023, they informed us they were changing their business model so they would no longer pay the contractor directly. Made stated in that contract amendment: $4,982 Note: Payment will be released to Customer within one week of receipt of the signed amendment. After repeated requests for that payment, as well as $1,630 in prepaid but missing materials, we have not received the $6,612 owed us by Made (33% of the original quote). We received an October 15, 2023 letter that Made is suspending operations during a buyout and are not planning to address payables until deal closure is certain and amounts available to the company are confirmed. But they had contractually promised our $4,982 refund by mid-June 2023, four months prior to this announcement. And Made staff had been pushing for our reimbursement of missing materials since late July 2023.As of the end of October 2023, the bathroom is still incomplete.

• Initial Complaint

  Date:10/18/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  We entered into a contract with Made Renovation in October of 2022 for a remodel of a 5' x 7.5' bathroom.Made renovation advertised that they "handle full remodels from start to finish" in addition to other claims about simplifying the remodeling process, minimizing stress and difficulty. We made an initial payment $15,172.50 on October 23, 2022 and an additional payment of $7,646.99 on January 6, 2023.After several an extended delay in the materials ordering process and multiple unanswered complaints items started to show up unannounced. Some of those items arrived damaged but one particular item was a ceiling fan. On multiple occasion we stated that Made renovation should resolve the fan issue with us directly as they item was shipped from them to us and it appeared the damage had not taken place in shipping. Repeatedly this issue was ignored or received unsatisfactory dismissive responses.In May of 2023 multiple key items including a bathtub had still not been shipped making it essentially impossible to start work on the project. At this time Made renovation wanted to amend our contract with them as it related to payment and liability regarding the general contractor. We did not sign the contract amendment, because Made had still not assigned us a General Contractor, addressed the damaged item concerns and the timeline for delivery of some items was pushed out all the way to the end of August. Additionally concerns over the damaged fan was still unresolved. June 10th Made nullified our contract with them without addressing our concerns over the fan, delayed items, a lack of information about the general contractor selection process. After months of requesting refund for services not rendered, canceled, undelivered and damaged items Made finally sent us a check for $7, ****** in late September, but never provided a satisfactory accounting of what we payed for and what was refunded. We are owed a minimum of $1,270 and want a complete and specific accounting of what items and services Made renovation believes they provided.

• Initial Complaint

  Date:10/06/2023

  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.

  Made Renovation failed to make the final payment of $4,000 to the General Contractor following completion of work in April 2023. GC threatened legal action against us if we did not pay the final invoice ourselves. We have been in correspondence with Made Renovation since June 2023 and no resolution has been reached. No response to any emails and all phone numbers to contact company have been disconnected.

  Business Response

  Date: 10/10/2023

  Hi ********, 

  We apologize for your frustrations and the challenges you have faced with project support and finance. I see that our team was last in contact with you in September with updates on your refund request. As you're aware, our team is currently exploring options for how best to support you, and address your concerns. We will continue to update you as soon as we have made meaningful progress on this request.

  
  Thank you
  Made Renovation

• Initial Complaint

  Date:09/25/2023

  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.

  We signed an agreement with made Renovation on September 2021 to re-model a small bathroom. The work started in September 2022. As of September 2023, we have paid $35,253.85 to date to Made Renovation with our bathroom still being unfinished, we have framing issues caused by the ** hired by Made and Made has been unresponsive. Since February 2023 we have had no work done on the bathroom. We requested Made to return our deposit of $4000 in May 2023 so we could hire another contractor and pay for the remediation work. Our emails and calls were repeatedly ignored. Made unilaterally cancelled the agreement in June 2023. In 9/25, we received an email from a debt collector saying we owed Made Renovation $1038.75 on our account despite them not answering our emails or calls and the work having stopped in February.The quality of the work has been extremely problematic from the start:- the ** cut some supporting beams causing a fail in our framing inspection with the ** refusing to do the remediation work.- the ** did not properly set the pitch in the shower and had to remove tiles and re-pour concrete. - the faucet is not properly aligned with the sink. We escalated these issues to Made to find a path forward when works stopped in February 2023. Made did not address any of our complains and was unresponsive despite emails sent on 2/5, 2/13, 3/13 and 3/15. Made informed us they assigned a new project manager to our renovation on 4/4. We organized immediately a call with the new project manager explaining all the issues and asking Made to remediate to the framing issues, ask that was ignored. In May 2023, Made informed us they wanted to amend our existing agreement with them by cancelling it and instead signing an agreement directly with the ** to finish the work. That would have put Made "off the hook" for all the issues with our renovation. We refused to sign the agreement. On 6/9 Made announced they cancelled unilaterally our agreement.

  Business Response

  Date: 10/02/2023

  Hi *******,

  We apologize for your frustrations and the challenges you have faced with quality of work and billing. As you're aware, our team is currently exploring options for how best to support you, and address your concerns. We will continue to update you as soon as we have made meaningful progress on this request.

  
  Thank you
  Made Renovation

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20652386
  
  I am rejecting this response because the MADE team has not been supporting me. The last email communication I received was from the 9th July telling me the accounting team was investigating the refund. Since then I received no answers despite sending 3 emails. You are just trying to retain our money despite providing no service.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/12/2023

  Type:Product 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.

  On Tuesday, November 15 2022 we signed a contract with Made renovation and paid a deposit of $21K (which I now understand is illegal given the total project estimate of $35K and not a stitch of work had started). At any rate, things proceeded haltingly over the next few months, with Made always demanding upfront payment and our entire bill to Made was paid by early-2023 even though work didn't begin until April. On May 11th, I reached out to the company about wall tiles. I learned tiles had never been ordered, even though we paid for them. I ordered other tiles and was told by Made we'd get a refund for the tiles they didn't order/deliver. Then we learned the shower door hadn't been ordered either, even though that was also paid for. I was again told I'd get a refund for the shower door (these two refunds totaled $2K). The refund was supposedly submitted to ************ on June 8. We are now more than three months out and have no refund, further I am no longer getting any responses from anyone at Made. We paid well in advance for materials that were neither ordered nor delivered and Made is stealing our money with apparently no recourse other than spending more money to hire a lawyer?

  Business Response

  Date: 09/20/2023

  Hi ******, 

  After further review with our support team and finance department, I see that Made has already approved release of this refund. You should expect to receive the check by end of this week. Please contact ******************************* with any further questions. We look forward to closing this matter with you as soon as possible. Thank you. 

  Sincerely,
  Made Renovation

• Initial Complaint

  Date:09/05/2023

  Type:Product 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.

  In the Spring of 2022, I went into contract with Made Renovation to renovate my main bathroom. By the fall of 2022, I had made over $37k of payments before any breakground at my home - $8k for them to organize, purchase and store, and have a point person overlook the renovation, $8k for the architectural design, over $16.5k for materials (will come back to this) and more for deposit for the contractor. Work finally begun in January of 2023 but throughout the process, Made became increasingly extremely difficult/impossible to reach. - They were not paying the contractor money I had already paid them a long time prior. Instead, the project was stalling for weeks and months because I was constantly begging them (multiple emails begging, pleading, putting alerts on emails, writing titles of emails in caps, letting them know I would need to go to BBB for resolution).- Eventually, they decided to amend the contract and refund me the money they were holding hostage (instead of paying it to the contractor). Throughout the year of egregiously poor communication with them, I was still hopeful that we would end up fine. However, here is where things became a serious issue and they demonstrated poor business practices and borderline FRAUD/THEFT, 1: They did not fully refund me: They owed me $7335.5 refund per our amendment contract but only paid me $6273. So, they still need to pay me $1062.5.2. I paid for the shower glass doors in the materials payment before breakground and they were supposed to have a third party install it. I asked for it once the ** was almost done and without an explanation for why they didn't have it or arrange for it, they just decided to initiate a refund (but did not actually pay). The cost of refund is $2,301.93. They have yet to pay me for this despite a month and half of consistent emails throughout the weeks.Payment needed: $1062.5 and $2301.93. That is $3,364,43.I cannot shower without shower doors, so they did not complete the work.

  Business Response

  Date: 09/08/2023

  Hi Bukola, 

  We apologize for your frustrations and the challenges you have faced with your refund status and project support. As you're aware, our team is currently exploring options for how best to support you, and address your concerns. We will continue to update you as soon as we have made meaningful progress on this request.

  
  Thank you
  Made Renovation

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20558427
  
  I am rejecting this response because: the company has not responded to this complaint. I received an email on Friday, 9/8/23 saying they would send me a follow up of the settlement of my account on Monday 9/11/23 but they have not responded with a follow up and it is mid-day on 9/13/23. It feels like that email was to stall the BBB complaint and cause me to delay responding and delete the complaint. I need them to settle my account ASAP so that my bathroom shower can be enclosed and I can use it. I have not used it for 6 weeks since the bathroom has been done and they were aware that they owed me this money for the past 3 and half months. The only follow up I need from Made is a refund for the total amount of $3,364.43 (shower door enclosure AND other contract balance).
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/18/2023

  Hi Bukola, 

  Thank you for your response. I am confirming that one of our support managers attempted to reach you via phone on 9/12. We recommend you email our support team at ******************************* with your availability so that we may reach a resolution with you as soon as possible. Thank you. 

  Sincerely,
  Made Renovation
  

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20558427
  
  I am rejecting this response because:

  I do not see any missed call on the date they said they called me. No missed call, no voice message, and no email.
  I work at different hours every week so it is preferable they send me an email. They 100% have my email. I can send them an email but they never respond. Their lack of response to emails is infuriating. 
  I find it suspicious they are delaying the refund by saying they contacted me with no evidence they did.
  

  Please email me OR call me. My voice mail is empty so they can leave a message with a working number that I can call back (NONE of their official numbers work).

  I am looking forward to their immediate attention to this and an end to these delay tactics. All my contact *****************. They had no problem in over a year when they needed me to send my funds so there should be no issue now. I have the same cell and email.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/21/2023

  Hi Bukola, 

  The final refund due on your account has now been moved to payment processing and the Made Support team has notified you of this update. Please contact the support team at ******************************* with any additional questions, thank you. 

  Sincerely,
  Made Renovation

• Initial Complaint

  Date:08/23/2023

  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.

  *********** is demanding a payment for $2,404 without providing sufficient details to support the demand. My reconciliation shows that they company instead owes me $6,410. I have repeatedly asked them for details behind their billing but they keep providing either incorrect information or not at all. When I point out their error in the invoice, they send me a completely different invoice, which still doesn't reconcile to anything. Here are further details:Late 2022: *********** was going to do a bathroom remodel.Jan-Mar 2023: Project was finalized with agreed upon materials, cost and project scope.Mar-Jun: Various issues with incorrect materials, VERY lack of communication, and several materials the Company could not procure. Additionally, they provided a contract that was not acceptable and had several 'hidden' charges that were not disclosed. Upon asking questions, the company stopped communicating and sent a notice to cancel the project.Jun-Aug 2023:- I am fine with canceling the project and even paying for the scope completed, which was (1) design of the bathroom, and (2) materials procured and received.- I asked for a final reconciliation. After repeated attempts at asking for it, they finally provided it. Except that it wasn't really a reconciliation. It only included high-level categories and amounts that didn't reconcile to my records.- I also noticed that at least one of their items was incorrect in their 'reconciliation' where they were charging me $5,400 for something that they never ordered. Upon pointing this error, they sent me an updated invoice that didn't match any of their reconciliations.- Provided them with my reconciliation and asked them to tell me why their's is different and to provide details behind their invoices.- They sent me the previous message again demanding payment without any additional details I had requested.- Today they sent me another demand stating that there attempts to reach me have been unsuccessful!

  Business Response

  Date: 08/29/2023

  Hi Saq,

  We apologize for your frustrations and the challenges you have faced with material procurement and billing. As you're aware, our team is currently exploring options for how best to support you, and address your concerns. We will continue to update you as soon as we have made meaningful progress on this request.

  
  Thank you
  Made Renovation
  
  

• Initial Complaint

  Date:08/21/2023

  Type:Product 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.

  We contracted with Made Renovation in November 2022 for one bathroom renovation. On 11/26/22, we paid them $26,071.24 for design services which included an Materials Allowance of $9,000. An itemized materials estimate on 1/20/23 allowance included the glass shower enclosure for $1,551.73. On 5/22/23, our Made Project Manager informed us that the shower enclosure was not going to be provided by Made and that we needed to get it ourselves locally. With just two weeks of construction remaining, we had to scramble to find a local supplier to complete our project. The ** assured us that the amount we had prepaid for the shower enclosure of $1551.73 would be refunded and he sent us an email confirming that.This began several back and forth emails with the ** *********************** to ask after the status of the refund check. I emailed and asked on 6/19/23, 6/30/23, 7/14/23, and 7/27/23. *************** stopped responding after 6/19/23. As of this date, 8/21/23, we have not received the refund. The bathroom is finished and turned out very well.

  Business Response

  Date: 08/29/2023

  Hi ***, 

  We apologize for your frustrations and the challenges you have faced with the expected refund for your shower glass. As you're aware, our team is currently exploring options for how best to support you, and address your concerns. We will continue to update you as soon as we have made meaningful progress on this request.

  Thank you
  Made Renovation
  
  

  
  

• Initial Complaint

  Date:08/11/2023

  Type:Billing 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.

  We entered into a full bathroom remodel with Made Renovation, have paid in full, and the project is incomplete. We have emailed and called several addresses/phone numbers, and have received zero responses back. Our general contractor is also unable to get a hold of them.We were going back and forth on the cost of the glass for our shower (March/April 2023) because they were grossly over charging us, and when we finally agreed and paid the invoice (April 2023), we haven't heard anything. They are supposed to release the payment to the *** who then lets the glass maker know it can be produced, and then it is installed.We have no shower glass in our bathroom and Made responds to no outreach - it has been 5 months with nothing. This is unacceptable business management.

  Business Response

  Date: 08/20/2023

  Hi *********, 

  We apologize for your frustrations and the challenges you have faced with material procurement. Our team is currently exploring options for how best to support you, and address your concerns. We will continue to update you as soon as we have made meaningful progress on this request.

  Thank you
  Made Renovation

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20458857
  
  I am rejecting this response because: I haven't received any outreach from Made since this message was sent (I gave them 4 of the 5 days allotted). I called the numbers again and have yielded no contact at all. In my opinion, there's nothing to be figured out so I am unsure what they mean my meaningful progress on the issue. I would like them to actually contact me and finish the work that has been paid for.

  Sincerely,
  
  *********************************

  Business Response

  Date: 08/28/2023

  Hi *********,

  I believe that you may have your project associated with another name which is causing the issues with communication to you. Are you able to provide the name or email connected with your account? We are eager to schedule a call with you to address your concerns.

  Sincerely, 
  Made Renovation
  
  

   

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20458857
  
  I am rejecting this response because: they requested more information so I am rejecting to provide those details and see where we go from there.

  My partner's details that *** be on file:

  ***************************/***********************

  My details:

  *********************************/***************************/***********************

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/29/2023

  Hi *********, 

  Thank you very much for the quick follow up. I was able to locate your account and pass along your contact information, you were correct that it was associated with your husbands name. Please expect to hear from a Support Manager shortly.

  Thank you
  Made Renovation

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair 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 contracted with Made Renovation over two years ago in early June 2021 for a total price of $17,277. I was told to expect that construction would be completed by mid July. Great! Fast forward to the end of November 2021, and Made says that the timeline I was sold (in writing) was not right, they have finally identified a contractor will be completed by the Christmas holidays. Instead, on December 23 and 24, I was painting the bathroom myself because the work was not done, and on the 24th they said too bad you will not have an operable bathroom. By January 2022, it was clear that the work (as later confirmed by Made and the contractor) was v bad. Chipped tile everywhere, tripping hazard into the bathroom, etc. We did not pay the last $744 of the total, as the project was not complete and unfortunately we had made the prior payments. (Note our contract also allows us to withhold $500 for punch list items - lets just say that the punchlist is 100% of the floor and wall tile). Fast forward to spring 2023, Made seems to communicate about a way forward. First they send one of their own people to take a look at the bathroom, who calls and confirms that it v bad and theyll take care of it. Then they say that it is too much work so they need the original contractor to fix it. Then they send the original contractor who says the sub who did the work did a bad job and h*** fix it but he needs time. The last communication was June 12, 2023, when Made emailed both myself and the original contractor and said theyd handle this as a warranty (likely Made us trying to trick me to say the project is complete to get payment). No response from the contractor. Now, out of the blue, I received a note from Made today (8/7/23) saying that if I dont pay the $744 within 24 hours Ill get a Mechanics Lien on my home. I explained that I was waiting to have my project completed. Id like the work complete asap or a refund for cost of materials, retiling and any drywall repair.

  Business Response

  Date: 08/16/2023

  Hi *******, 

  We apologize for your frustrations and the challenges you have faced with your bathroom renovation. As you're aware, our team is currently exploring options for how best to support you, and address your concerns. We will continue to update you as soon as we have made meaningful progress on this request.

  Thank you
  Made Renovation

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20437746
  
  I am rejecting this response because:

  (1) While I acknowledge that Made made some efforts to resolve this issue, that stopped as of June 13 2023 and I have not heard from Made since about further resolution.
  

  (2) Mades only contact since was to send me two emails (including after I forwarded the thread about promised resolution) to say that they were going ti place a mechanics lien on my home. This has still not been retracted and prompted filing this complaint.
  

  (3) Made has not taken any steps since the complaint to resolve the issues raised. There was been zero contact.
  

  (4) As noted in the complaint, Ive waited for a resolution for two years now. At this point, Made should refund or cover the work directly (my contract was with Made, not the underlying sub, which was the point of using a service like Made).

  Sincerely,
  
  *******************

  Business Response

  Date: 08/21/2023

  Hi *******, 

  Our records show that our project support team has been in communication with you throughout the month of August. As previously stated, Made is currently exploring options for how best to support you. We will continue to update you as soon as we have made meaningful progress on this request.

  Thank you
  Made Renovation

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20437746
  
  I am rejecting this response because:

  It is not true. It says that Made Renovation support has been in contact with me since I raised this complain  I have not heard from anyone at Made (aside from two emails from accounting threatening a mechanics lien) since June 2023. If there are support communications that I have missed, please attach them  

  I have sent a couple emails to Made support in response and received no response  

  Sincerely,
  
  *******************

  Business Response

  Date: 08/24/2023

  Hi *******, 

  Thank you for your reply. As discussed in the email sent to you on June 12th, all additional work/repairs will need to be completed with your assigned General Contractor under warranty. We will ensure a Made Support team member connects with you as soon as possible to advise on next steps. We look forward to reaching an amicable solution with you.

  Sincerely, 
  Made Renovation