ComplaintsforCaliber Stair Climbers, LLC

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 17, 2024, ******** (Caliber representative) visited our home to give us a free estimate on a shower conversion. We originally agreed to the contract and paid a deposit of $10,000. However, after considering the total costs of this conversion we decided to cancel the contract. On the morning of April 18th 2024, we contacted ******** to cancel the agreement and request our check be returned. We spoke with her before 11:00 a.m. She said she understood and asked that we give them a few days to get our check returned. I followed up with a request through their website reiterating the fact that we spoke with ******** and wanted the contract cancelled immediately. Instead, the check was cashed through our bank on April 19, 2024. I have made numerous contacts with this company trying to secure a refund of our deposit. On April 19, 2024, Makaila with Caliber home solutions send me a text wanting to verify that we could receive mail at our physical address. I responded immediately and again stated our mailing address. On May 1st I again contacted ******* via text to state we had not received a refund. No response. May 6th I again texted *******, again no response. I also contacted ******** at ************ and told her I had no refund check, and this was going on two weeks. Why did they even cash the check. Finally, ******* contacted me to say a check should be received between May 6-8. No check was received. I texted ******* to say we had been more than patient. Overnight a check to us. She suggested an ACH deposit. Still no check by the 8th. I sent ******* the routing numbers and account number for an ACH deposit. Today she assured me she would get the deposit made ASAP. As of today I have no refund, and this has been over 3 weeks since the contract was cancelled. I don't understand why the check was cashed instead of returned. And, I do not understand why I have no refund. I appreciate your assistance. I do not have to get an attorney

  Customer response

  05/15/2024

  I finally received an ACH deposit from this Company just this afternoon. It has been almost a month.

  I seem to finally get some action after I filled the complaint. Thank you for your assistance. Please withdraw my complaint. 
  *****************************;

  Business response

  06/18/2024

  
  We spoke with the customer on 04/18- ***** said that she needed to cancel her order because she could not afford the project at this time.
  
  Our ********** mobile deposit all checks if they do not live close to our home office. Our ***** Rep. ****** deposited the customers check. This can take multiple days for it to clear the bank based on the customers financial institution. We have a process to submit refunds through our Administrative Manager at the office and she happened to be out of the office for 2 weeks during this time. When she got back into the office on 5/6, she reached out to the customer and let her know the *** for her refund would be 7-10 business days and to call us if the refund did not show up in her bank account between that time frame. This process takes time due to the fact we want to make sure the check cleared before we issue a refund just in case. We always want to make sure we do not refund money that was never able to be deposited.
  
  The customer called on 05/10 upset because she had not received her refund check, our service team reminded her that it takes 7-10 business days for this process. She was upset and threatening to get a lawyer involved, so our office admin reissued a refund via *** on 05/14. Our Office Admin spoke with the customer via text message and let her know the *** was 05/17.
  
  On 05/16 ***** confirmed that the *** hit her bank account on 05/15. Our office admin notes stated that she would withdraw her BBB complaint because the issue was resolved.
  
  Please let us know if there is anything we can do to satisfy the customer. To our recollection she was satisfied based on the notes on 05/16.
  
  Please let us know how you would like us to proceed with this.
  
  
  Thank you.
  
  Sincerely, Caliber Home Solutions.

  Customer response

  06/20/2024

   
  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.  It is a much more cheerful looking answer than what really happened, but the refund has been received and I already sent a message to withdraw the complaint.  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We originally had Caliber install a walk in shower/tub combo June 2023, the original installation caused quite a bit of flooding in our basement for well over a month, leaving standing water in our basement causing damage to our downstairs bathroom, and sheetrock, and flooring. The door was broken on our tub, we have had the handle replaced, the the glass was chipped, our walls were damaged in install bathroom and hallway. Finally get that portion resolved. We have contacted Caliber multiple times since July 2023 to have the repairs made for the damage caused by faulty installation. Initial repairs to improperly installed tub, toilet took over a month to resolve. They keep telling us that a contractor will contact us to resolve the issue and repair the damage to other parts of our home (dowstairs bathroom).First contractor we waited for over a month and heard nothing despite being told they were working on it. Caliber finally located another contractor locally 10/11/23 and notified us of this via text message but no response has been received from new contractor after multiple attempts to schedule or even get them to return phone calls or text messages. We have contacted Caliber multiple times since 10/11/23 and finally had to escalate to a sales manager 10/24/23. Our sheetrock is destroyed, flooring destroyed and given our downstairs bathroom and inner walls sustained quite a bit of damage it doesn't seem to be a concern for this company. We financed our purchase at approximately ******. It has been nightmare after nightmare with this company. They don't respond until you hound them, then they act like it is not a big deal to resolve the issue. Very unprofessional and no clear resolution.

  Business response

  11/03/2023

  Dear Valued Customer, 

  I would like to extend my sincerest apologies for the inconvenience and frustration you experienced. We take full responsibility for the situation and are pleased that we were able to rectify it. Your feedback has been invaluable in helping us improve our services and prevent such problems in the future. We are committed to continually improving and ensure that such issues do not recur in the future. Once again, I'm truly sorry for the inconveniences this has caused you.  Your satisfaction is of the utmost importance, and we are committed to ensuring more positive experiences in the future.

  Our commitment to resolution has been unwavering. All leaks have been repaired, final touch *** in the bathroom have been scheduled for November 13th. We have sent a total of three dry wall contractors to this remote location. Two of the three were not willing to complete the work due to location. After diligently searching, we were able to locate a dry wall contractor who will finish all work on November 21st. We look forward to resolution. 

  Thank you for giving us the opportunity to make amends and successfully address and resolve all issues. We value your feedback and business. 

  Regards, 

  Caliber Home Solutions 

  Customer response

  11/08/2023

  Until all repairs have been made and items replaced,we want this complaint left open since we have been promised resolution previously and nothing was done. 

  Customer response

  06/24/2024

   Recent leaks have caused additional damage. Company finally agreed to make repairs. Per their insurance company there is no part of the policy to cover mold or structural damage caused my misinstallation of tub. They are not responsive to any correspondence and refuse ti take responsibility regarding the damages from the walk in bath tub installed last July(2023). Initial leak and flooding was not properly assessed or corrected. Repairs were done with out treating mold impacted areas allowing more mold to spread and grow causing toxic levels that have now created health conditions that could have been avoided.

  Repair; Refund; Compensation for repairs of damaged areas per inspection by Service Masters

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Calibur Home Solutions remove our old shower in Feb. 2023, replacing it with their walk in shower unit. 2 men were to do the install, after making the framework, the flooring, supports, etc. The main guy told me that the "floor pan" was not concrete, but a rubber silicon filled pad, that would allow flexing of the pan to accommodate weight and not damage the seal. The showerhead was and still is loose, and I believe not sealed around the edges. Calibur has sent out 3 or 4 (separate occasions) repairmen to check the seals and under the house for the possibility of damage to floor and walls. The " repair "was to add more silicon sealant inside and outside of the shower walls and frame. Water has continued to seep out from the flooring, in the sidewall, and front of the shower floor. There is a small section of bare wood that continues to receive the water, as you can see by the photos. We have left numerous messages, but the problem continues. The most recent "repair guy" was to come to our home to finish it. That was @ 1 week ago..said he'd be here, but no show - no nothing, we left numerous messages on his phone, numerous messages with *******, and here we sit, no call back, no email or communication.

  Business response

  02/15/2024

  Thank you for your communication and we will look forward to speaking with you again soon as we continue to works towards an appropriate resolution. 

*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. ↩