Complaints

This profile includes complaints for Installation Made Easy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Installation Made Easy, Inc.

  Dawsonville, GA 30534-3274

• 

  Installation Made Easy, Inc.

  125 Townpark Dr NW Ste 300 Kennesaw, GA 30144-3231

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:10/28/2024

  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.

  Was referred to IME from ************* to find a tile installer who assigned me a horrendous subcontractor who messed up our kitchen backsplash. Its been nearly a month of battling with *** to get the labor deposit refunded despite numerous calls and *** with both parties. *** wont handle materials refunds only labor warranty so you are on your own with getting materials reimbursed. Their release of contract contains language not projective of the customer but to protect the contractor. **************** is deplorable. You always get put into someones ******* takes days to get a return call. I signed a release of contract and told manager doesnt talk directly to customers and they dont know when I will get my money. That money is rightfully mine!!

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair 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.

  In November, 2023, I contracted with Installation Made Easy (through their local installers, Skyline Floor Covering LLC) for tile removal and installation. They were to remove 1088 SF of tile in my home and install 1130 SF of new tile and new baseboards. They were to remove 41 SF of sheet rock on the fireplace wall, replace it with Hardibacker, and install stacked stone. There was an existing mantle, and the installers agreed to install a new mantle that I had purchased. Work began in early January, taking 3 times longer than quoted. There were numerous issues throughout (bad grouting, improperly installed baseboards, broken furniture, broken tile left in my yard, etc.). When I showed the rep from Skyline all of the issues he came up with excuses but was not helpful. I was so frustrated that I just paid the final installment to get them out of my house. In June, the new mantle started to slip, pulling away from the wall and angling down toward the floor. I called the installers who came out one week later and said it was probably an "equipment malfunction" with the mantle install support beam that was bolted to the ***************** and, therefore, not their problem. The only way to find out if it was an "equipment malfunction" or improper installation was to remove the beam, which would require removing some of the stone. They said they would come back to put in some kind of "supports" so the mantle was no longer leaning. Five weeks later and they had not scheduled a return visit. On 7/18/24 I reached out to Installation Made Easy. My case was assigned (Warranty #********). A week later I called to check on the issue and was told the case was reassigned. No one has contacted me since.

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair 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.

  I had Installation Made Easy install flooring on 30 May -1 June 2023 and stair treads on ***** October 2023. All issues were submitted for correction to IME through claim number ********. All requested photos were provided. Several issues remain uncorrected and IME closed my claim on 29 January ************************** to ensure the rework was complete and satisfactory. Remaining issues: 1. All baseboard was removed prior to floor installation. Installer knew the intention was to install new in baseboard. Nicks Tile and flooring did several cuttings after initial installation to resolve buckling in several locations on the first floor. That cutting as left gaps exceeding inch which the baseboard does not cover. These gaps are in the master bedroom, downstairs hall, living room and breakfast room. 2. Additionally in the master bedroom a section of the subfloor was not properly leveled so there is inch dip in the middle of the room. There is a similar quarter inch dip from the foyer to the living room from a failure to level that area before installing the floor. 3. There is another separation between two floor boards in the living room. This occurred after ***** last correction of a buckling area not 10 feet away from this spot. 4. For the stairs there are several stairs in which the corners do not properly meet to form a sharp seamless corner joint. 5. There are 6 handrail posts that were re-installed crooked and another that was not installed properly and has come totally detached from the stair. I provided all these pictures to ******* from **** customer support but she did not reopen my claim # ********. Nor as any IME supervisor called me despite multiple requests to both the customer support and onsite contractor.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair 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.

  I hired a contractor referred by IME to install flooring in my house as a recommendation of Floor and Decor. The day of the install the crew immediately says they need an additional $4500 to work on the subfloor. The next day it was an additional $1k but after I found someone else to do it they changed the quote to $500. There were many issues but the worst is they left the job unfinished. They told me they would be coming back however have not and have not replied back to me. I have expressed my concerns with IME and they have offered me $175 credit. Which doesnt scratch the surface to what it will cost me to get someone to finish their work. This has been going on for months. I have pictures of the way the job was left. And have tried to get IME to send someone back to finish however havent gotten any resolution. I will also be contacting Floor and Decor about these issues.

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair 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.

  11/6/2023 we were visited by ********************* *************************** ************, to discuss new floors for our condo in ******, **. See Quote attached.. I am 76 and my wife is 75 so we were concerned about who would move the furniture at installation. ***** assured us we only had to put away small items that *** get damaged during installation. This was a key point for us due to our physical limitations, my wife has back pain and I had a double lung transplant on 7/7/2022 followed by a massive stroke which left me completely paralyzed after 4 days in a coma. I have only partially recovered, lifting heavy furniture is very unhealthy for me.We made a deposit on 11/10/2023 for $4352.70, and installation date May 1, 2024. Megans estimated install 1-2 weeks. We arrived 5/21/2024 at 9:00 PM to find a complete mess, dust everywhere, furniture stacked up in various rooms, I managed to set up two beds so we had a place to sleep. A neighbor came over to help. By 11:00 PM we were too tired to do any more.My wife called ***** 9:00PM and asked if someone could come over in the AM and finish the job. We sent her a video of what we walked into, she was all apologies and said this should never have happened. She contacted her boss who goes by ** . His response was everyone was busy. ***** offered her help the next day after her child's graduation.She arrived at 11:00 am. My wife and I have been up since 5AM and were extremely exhausted. A neighbor joined us at about 8AM ***** lined up a cleaning service for May 28, 2024, we had left for our return home. I have trade emails with *************************** ****************** and provided her with the movie I took the night we arrived. She talked to EJ and was told they sent in a cleaning company and that I said I would put the furniture back myself. Given my physical condition it is obvious this is not true.I estimate that we have worked at least 20 Hours we are looking for a decrease in the final payment of $2000.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair 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.

  The Installation done by ********************* wasn't fully completed on February 21, 2024 by 1 installer I was charged an additional $50.00 for an issue when he removed the toilet for installation this additional amount was paid, but after the installation other issues arised another Person came to correct the problems but the toilet is still doesn't work properly and marking were visible seen on the new molding installed. I contacted the office and Installations made easy by phone calls no one from ********************* contacted me back and I was supposed to receive a call from Installation made easy regarding the claim submitted by phone call and no response for the claim was received.

• Initial Complaint

  Date:02/09/2024

  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.

  Took about a month to schedule a consultation and after the consultation, another two weeks to schedule installation appointment--had incorrect phone number. Installers came out at 1/30/2024 1:00 p.m., left about 4:35 p.m., & black dust is everywhere.Also, installer removed small strip from wall (advised it was a backsplash) but did not replace it, so the wall is awful with imprint of butcher block and and unfinished with hole in the wall.There was a problem with leveling of cabinet in which the installer's boss was placed on the phone and was able to rectify the problem, stating " 3/4 inch off which is not abnormal." I advised to continue with project and inquired about not being made aware of issue after initial measurement. Was advised that they contacted **** about the backsplash installation issue. As of today, no response from ****. I was advised by plumber that installer pulled out white piping from underneath sink without unscrewing nut--plumber stated "looks fine but run risk of rebuild. Installer removed caps from garbage disposal wiring--left hot wiring exposed." Filed a complaint with ****** on 1/30/2024 & received a phone call from ******** with ****** Exe Ofc & was given contact info. 1/21/2024 received phone call from ****** Exe Ofc Tariah that she was taking control of issue & will check back 2/5/2024. Received email from Installation Made Easy (IME)-claims on 1/31/2024 requesting pics w/in 48 hrs which I took w/cell phone & went to ******, ***************** to send because I could not send them. Received an email on 2/5/2024 from ****** Exec Ofc (Tariah) kicking the can again to 2/7/2024. Received a phone call from Tariah this a.m., 2/9/2024, stating I had already filed a claim blah blah blah-B.S. which made me irate. No contact from IME since initial contact on 1/31/2024. Today, 2/9/2024, contacted ***************** was told operations mgr would be out Monday, 2/12/2024, to observe shoddy installation--gap from cabinet to countertop w/no insert, etc.

• Initial Complaint

  Date:12/16/2023

  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 purchased the floor through Floor and Decor which highly recommended Installation Made Easy for the installation. They sub contracted CA Floor for the job. We paid $7,934.38 for the installation. After few weeks 13 out of 21 stair noses split. I opened a claim with IME and CA Floor on August 16th and we are now on December 15th and my stairs are still damaged with no support at all. They did not provide any assistance with this problem and they do not respond to the multiple emails sent during these months. Installation Made it Easy is completely ignoring the problem. The lack of professionalism shown by this company is nothing short of shameful.

  Business Response

  Date: 12/18/2023

  Customer opened a service claim on August 21st, Provider went out and assessed the concerns on Augus 25th. Providers say the splitting was happening along the wood grain, manufacture issues, warranty claim was filed with F&D for defective material. Once warranty claim was completed, material was ordered, Sept: was to be installed after the customer was back home as they were out of town. October: Customer was out of town and could not install, still waiting for material to arrive. Had to go with different material as the stair nose continues to crack along the grain. Material ETA for new product has an ETA to customers home on *****, we will continue to follow up with customer on arrival of material for replacement. 

  Customer Answer

  Date: 12/18/2023

  This is a clear example of the lies Installation Made Easy is providing. I just spoke with the store manager of Floor and Decor and the general manager of the local installer (CA Floor) and there is no evidence the replacement order has been ever submitted. Moreover, I did not review any alternative material. After 4 months from my claim, there is no action taken from this company to resolve the problem with my stairs. If what IME is claiming is true, please provide proof that the replacement order has been submitted (e.g. order number, order confirmation).

  Business Response

  Date: 12/28/2023

  We are aware of ************ claim and we are working toward a resolution to the claim.  We have been in communication with Mr. *** and provided him the same information.  We will continue to work with Mr. *** to resolve the concerns with his stair noses that have come loose. 

• Initial Complaint

  Date:11/26/2023

  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.

  See Statement Regarding What Occurred with IME that is attached as a PDF with this complaint

• Initial Complaint

  Date:10/31/2023

  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 purchased $4,400 quartz counters at Lowes who then sent Installation Made Easy and ******************* to do the job. First they miscut my sink dimensions, which resulted in them replacing half of my quartz. The new quartz color and pattern did not match the first slab and it took several months to get the manufacturer to allow me to get a replacement slab. They then came out and miscut the new slab, leaving a large gap that two contractors said could not be filled with silicone. There are also scratches to the brand new quartz in several places. No one came out in person to few the gap or scratches. They dismissed my claim and are sending me a bill for the full amount. I will not pay for damaged and miscut quartz and I will not have my credit score affected by them sending this to collections when I have tried to amicably resolve the situation for FIVE months now.

  Business Response

  Date: 11/11/2023

  We have escalated this to ********* as they are the Provider in this installation and will have them follow up with *****************.