ComplaintsforResil Home Improvement, Inc.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 22, 2022 I signed with ******* a contract for a bathroom sink, countertop and cabinet work to be done. I paid the full amount in cash of $1,653.75 in January of 2023. However, the work was never done. There was some misunderstanding between the ******* and the company manager, **** or *** given different names, which I got stuck in the middle of. I told the manager to come complete the job on several occasions but he refused. When I asked for a refund from the manager, in March, he said I could not get any of my money because I only had three days to cancel the contract. At this point I want all of my money refunded to me and I am no longer willing to let them come and do the work. I don't trust them after experiencing this level of dishonesty.

  Customer response

  09/01/2023

  To Whom It May ****************** style="color: rgb(24, 50, 71); font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">

   

  The BBB ID ******** has been paid in full by Resil Home Improvements.  Please update your records to reflect this.

   

  Sincerely,

   

  ******************************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Resil Home Improvement was hired to remodel the kitchen, 2 bathrooms, and replace the flooring on the main floor of our house. Work began 6/13/22 and the final payment was made 8/19/22. There were a number of small issues that remained upon completion of the work (many of which, in our opinion, involved things not being done correctly and hoping we wouldn't notice or involved a lack of attention to detail), all of which have been addressed by the company. However, there is still a significant squeak/clunking noise from the new flooring in the same section of the dining room. We mentioned this sound to the workers and the owner numerous times throughout the project and our concern about the sound was basically shrugged off every time. Since completion of the work the squeak/clunking noise has gotten worse and Resil has become unresponsive to our requests to address this issue. **** came to our house on 10/14/22 to check the floor and stated that he was going to talk to ****, the owner, about what can be done about the floor. As of today, 11/7/22, we have not received any follow-up to that visit. We have called the office numerous times and are always told that they will talk to **** and someone will call us; but no one has contacted us at all. In addition to the floor issue, we have also been asking for the warranty information for the flooring and cabinetry, but we have not been provided with any of that information.

  Business response

  01/06/2023

  Resil Home Improvement completed extensive work on the Dalys home and it has all been completed.  As of now their floors are not squeaking anymore, it is a strong possibility it was because of the humidity in the summertime but we did replace all the plywood and existing ********* and installed vinyl flooring (replaced subfloor) (screwed and glued new wood to frame).   They also have received  their manufacturers warranties by email.
  
  Resil Home Improvements 
  
  Phone: **************
  Email: *********************************
  
  3151 ***********.
  *******, ******** 60655
  
  www.resilhi.com
  www.facebook.com/remodelho

  Customer response

  01/10/2023

   
  Complaint: 18371624
  
  I am rejecting this response because:warranty information was sent for the cabinets, but we never received any warranty info for the flooring.  We asked some additional questions about the warranties and still have not received an answer.  Additionally, **** came out on 12/12/22 to address a couple of the issues that we initially brought up.  During that visit he stated that one of the kitchen cabinet doors would need to be replaced since it does not close properly, and we are still waiting for the new cabinet door.  My wife texted ****, the owner, on 1/9/23 and he never responded.  We have also pointed out that the exhaust vent they installed outside of the kitchen seems to be the wrong type.  Anytime the wind blows, the flaps make a lot of noise and we can feel cold air coming in through the kitchen vent fan.  It's so bad that we have had to duct tape the flaps down so they don't make noise when the wind blows, which also means that we can't use the kitchen exhaust fan (see attached photo).

  To clarify regarding the flooring, the subfloor was never replaced as the response indicates.  They left the existing subfloor in place and installed new plywood on top of the existing subfloor which can be clearly seen the in attached photo.  The new plywood was screwed and glued to the existing subfloor and NOT to the frame as the response also indicates.  The squeaking seems to have stopped since the weather has gotten colder.  If the squeaking was possibly due to the humidity, then should we expect the flooring to squeak again once the weather begins to warm up?
  
  Sincerely,
  
  *********************

  Business response

  01/12/2023

     In response to the complaint ******** the following information is provided.  Relative to the warrantee provided by Resil, refer to item 1 in terms of contract which clearly outlines

  sellers' warranty for 12 months (copy enclosed) We've also enclosed warranty and terms for J & K cabinetry.

       The replacement cabinet door which they alluded to in their letter is on order.

       Relative to their complaint of the exhaust fan vent.   This is a standard vent purchased from Home Depot.  They are more than welcome to purchase another vent of the their liking

  and Resil will install for $200 service fee.

       Relative to the flooring issue, Resil corrected the problem and the floor is currently not squeaking.  It is an assumption of the complainant that the floor may squeak in the future.

  Please refer to Resil responce to BBB complaint 01/06/23.

       To further assist you with this complaint I have enclosed a copy of our work order and copy of an exhibit A Description of Goods and Service signed and agreed upon by all parties 

  Customer response

  01/15/2023

   
  Complaint: 18371624
  
  I am rejecting this response because: I dont believe we alluded to a cabinet door in the previous response, as it was specifically mentioned.  Its been over a month since a representative from Resil was in our home on 12/12/22.  How long does it take for a single cabinet door to be delivered and installed?  So much of this issue could be resolved if someone from Resil would have the courtesy to call or at least text and explain the process.  I dont understand why communication has been so difficult since the beginning of the work.  

  
  

  The issue with the exhaust fan vent could have been avoided as well if someone from Resil had consulted with us prior to installing the current vent.  A decision was made to install the current vent with absolutely no input from us at all, and now we have to pay an additional cost to correct this issue?  Again, lack of communication.

  
  

  I will not accept any response from Resil that states, or even implies, that Resil corrected or fixed the squeaking in the floor.  On more than one occasion, a representative from Resil came to the house to check the floor.  Each time they walked over the squeaky area, heard the squeaking, and stated they were going to check with owner about what can be done.  Each time, we never heard back from anyone at Resil (communication).  Eventually, when the weather changed the squeaking stopped.  The squeaking did not stop due to any action by Resil to address the issue.  And the assumption that the floor may squeak in the future was based on Resils previous response in which they stated that the squeaking was possibly due to the humidity.  

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

  Business response

  01/17/2023

        In response to the complaint, it was agreed upon by all parties that the ****'s will purchase the exhaust vent of their choice and Resil HI will rein burst them and install the vent free of charge.

        The cabinet door in question will be removed by Resil and a new door will be installed.

        The  floor issue has been resolved for now.

  Customer response

  01/24/2023

   
  Complaint: 18371624
  
  I am rejecting this response because: everything stated in the previous response was agreed on.  The cabinet door has been replaced and is closing properly so far.  The kitchen exhaust vent has also been replaced, so all we're waiting on is the reimbursement for the cost of the kitchen exhaust vent.  

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

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2021, I entered into a contract with ******************* a former employee of Resil Home Improvements. When meeting with ****, I explained the work I wanted done to update *******************. I was quoted a total price of $13,600.00 and told I needed to put down half, and so I did. I was then told the work would start in approximately 3 months (I agreed). After not hearing anything more, I began to reach out to Resil only to be told by ******************************* (owner) that **** had passed in December, and asked me to give him time to pull my paperwork. After meeting with **** in person, he gathered a team and the work began. There were a few issues but I had a lot going on and needed to get things completed, so I allowed some minor changes. On/or about February 11-14,2022, **** from Resil came to collect the unpaid balance of $6,766.00 which I paid in full but once again, I explained that Resil still needed to brick in the hole left outside from their removing my kitchen exhaust fan. I was promised the work would be completed as soon as the weather permitted. Understanding we were in February, I trusted Resil/**** and **** and agreed to wait. It is now August, 2022 and after making 4 calls to Resil/**** regarding this matter, I'm still waiting. At this point, I feel that since Resil can't/won't complete this last part of the job they promised to do and was paid to do, I think the resolution would be for Resil/**** to reimbursement me at least 10% of the balance I paid ($6,766.00), so I can hire someone to come and brick the area that has been left undone. All and all, I regret I have to reach out to the BBB for resolution, but at this point, I trusted Resil/**** and **** and this is how they repay me for trusting and allowing them to service me. My trust has been broken however, I need to get this work completed and don't feel I should have to pay all over again. I'm retired and don't have money like that. Hopefully, you can help me with this.

  Business response

  08/29/2022

      In response to complaint by *************** everything has been completed and resolved.   We apologize to *************** for taking longer than expected to finish her job but we will

  never not finish any job that we start.  We stand by our work and take much pride in every job we do and we hope this resolves any and all of Ms. ******* dilemma.  Thank you  

  Customer response

  09/03/2022

   
  Complaint: 17682769
  
  I am rejecting this response because: Resil came out to complete the work needed in the kitchen but in their doing so, it was determined that a live wire had been enclosed inside my kitchen wall. Resil did come back out to address this issue, however, I don't feel good about saying everything is completely done. When Resil performed the work in my bathroom, they also left a wire in that wall that looks like it should be re-addressed. I noticed this after speaking with **** and looking back at the pictures in my phone. It is now Saturday 9/3/22 at 7:40pm and I think they may be closed on Sunday so I will be reaching back out to **** on Monday to see if and how Resil will address this part of their work. I didn't mention this previously because I didn't think that live, partly capped/uncapped wires would be left in my walls. I see this as a possible fire hazard and would like them to address it ( for my safety) before I can say they (Resil) completed everything to my satisfaction. Being that it was ********** last spoke with, that is who I will try to contact regarding the wires I see in my bathroom wall. 

  If I need to file a different claim regarding the issue within the bathroom, please let me know.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  12/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband (***************) and I contracted Resil HI to do a kitchen renovation project. We were told the job would take about 3 to 4 weeks to complete. That was back in April. The contractor got off to a great start with demolition but when it came down to completing the work, they tried to rush everything to complete the project and became very evasive when trying to reach them to correct issues: installed incorrect cabinets, installed damaged cabinets, shoddy repair/touch up work, dings in cabinets, mismatch paint colors, not balancing installed appliances. They made promises then dissapeared leaving us to find alternatives to finishing some of the work. Other work still remains incomplete as of 12/27/2021. Additionally, they contacted the credit card company financing the project and authorized payment and completion without my knowledge or permission. A dispute has been filed with the credit card company and is currently under investigation.

  Business response

  03/09/2022

  See attachment.

  Customer response

  03/13/2022

   
  Complaint: 16403029
  
  I am rejecting this response because:
  
  **** Resil's business practices are unethical and immoral.  He outright lies when confronted with shabby work.  In his response this complaint, his own words state that when my husband and I "supplies us with a punch list detailing the things that need to be repaired or corrected, we have no problem getting those things taken care of but only things they paid for".  We have supplied them with this list multiple times.  They ignore it and do nothing.  No call, no work, nothing.  We're left to clean up his incompetence and have to come out of our own pockets and finish or fix work that is supposed to be a brand new kitchen!  His statement "repair or corrected" references work they've done.  It's an admission, in his own words, of his work that requires repairing and correcting...on a new kitchen! Repairing and correcting work they've done is in itself an admission of shabby work and work ethics.  He flat out lied about authorizing the completion of the project to Synchrony.  We haven't to date, seen any evidence of that because any documentation he might produce would be evidence of fraud.  The dispute of the fraudulent transaction I filed with the finance company is ongoing.  In his reference of wanting something for free, we simply want them to do their job and complete the work contracted and not try to do a money grab and pass off shabby incompetent workmanship then on to their next victim.  It's unethical and morally reprehensible.
  
  Sincerely,
  
  *********************

*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. ↩