ComplaintsforRemodel USA, LLC.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like to follow up on the recent RemodelUSA ****** installation at my home. I am very disappointed to say that there are serious issues with the installation: I ordered and paid for biscuit colored ******** shower walls, bathtub and shower base. What has been installed, is unfortunately not as per contract. Instead I have an assortment of colors other than biscuit color, being used for different parts of the installation.I paid $35,000 for a quality installation of a reputable brand. I am very sorry to say that the installation is completely wrong, does not meet expectations and has to be redone.I request that you please take immediate steps to fix this issue.Thank you very much,

  Business response

  08/02/2023

  To whom it may concern,

  Our Vice President has been in contact with the customer. The project manager did an on site follow up with the customer yesterday and we are working on finding a suitable resolution for this customer.

  Thank you,

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

  Customer response

  08/04/2023

  The issue has been resolved. Thank you for helping the company take quick action.

  Thanks!

  ***

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Remove from mailing list. The ****** Family, **************************, Henrico, VA***********. Return address is Remodel USA, LLC. 2024 Exploration Way, Hampton, VA 23666. Prst std US Postage Paid Renovo.

  Business response

  07/26/2023

  To whom it may concern,

  Remodel USA will remove the homeowner from our promotional mailing list. 

  Thank you,

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

  Customer response

  07/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 29, 2023, We entered into a contract with RemodelUSA, Inc to remodel my shower tub. The company's representative, *************************, collected one-third of the contract amount, which was $6,428.43.Following our payment, we were under the impression that the work would be completed within 16 weeks. However, we have experienced significant difficulty communicating with the company prior to the 16-week deadline. Despite our attempts to reach out through calls and texts, we have not received any response. The saddest part is that 6 weeks have passed since the stipulated time in the contract, and all attempts to seek updates have resulted in no replies. Unfortunately, they do not have a registered office in New York, so we cannot resort to small claims court. Therefore, we are reaching out to your office for assistance. We are seeking a complete cancellation of the contract, along with a full refund and interest. This decision is based on their current nonchalant attitude towards the contract, and we are concerned that if they receive payment and something goes wrong, they may not take responsibility.

  Business response

  07/20/2023

  To whom it may concern,

  Remodel USA has refunded the full amount of the deposit in the amount of $6428.43

  Thank you,

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

  Customer response

  07/31/2023

  I apologize for not responding to your second-to-last message. Based on my understanding, I had 10 days to reply, so I reached out to the business to explore all options before responding.
  
  I must clarify that the business has not yet fully settled with me as previously mentioned in their response to your office. While they have refunded the principal amount, they have not yet paid the requested interest. The representative who reached out to me on behalf of the business informed me that they have forwarded my interest request and are currently awaiting a response from the business.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company made appointment to come to my home 2xs and never showed up. I excused the 1st time as it was a holiday weekend. Next appointment was a week later. No show, no call, received a txt 2 days later to reschedule . No thank you .No way to run a business

  Business response

  07/17/2023

  To whom it may concern,

  Remodel USA, LLC agrees to desist any further communication with ****************************** 
  
  Thank you,

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

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Signed a contract with RemodelUSA on 9/17/2022 for a walk-in shower to replace standard tub/shower fixture. The price was very high but i thought it would be worth it. There were problems with the installation crew, including difficulty of communication (non-native English speakers), and the job was never *quite* completed (regrouting, respackling, repainting, reinstallation of external grab bar never finished).That was the only issue until today, when I discovered that the shower control valve was malfunctioning and could not be turned completely off. The control apparatus in the shower is loose and wobbly and threatens to fall off. Tried to contact RemodelUSA, but as it's a Saturday, of course no luck. Have emailed the agent I dealt with about the problem, but no idea when (or if) he will reply.In the meantime I have had to have the water to the shower completely shut off from the basement, so I effectively have no shower.Ironically, RemodelUSA pestered me for months with phone calls wanting to know if I wanted anything else remodeled, but when I have a real problem they are unavailable. Have started telling friends do not use this company.

  Business response

  07/11/2023

  To whom it may concern.

  The customer notified us on Monday July 10, 2023 of service issue. A technician scheduled the customer for a service appointment for tomorrow and will address any service issues related to our contract. The customer filed a complaint before even notifying us of a concern. 

  Thank you,

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

  Customer response

  07/13/2023

  Better Business Bureau:

  In regard to the business response that I entered a complaint before notifying them, I did try to contact the company but was unsuccessful. The company did send a repair crew, which has remedied the problem (for now - only time will tell if the repair is permanent or if further work will need to be done). I am still less than satisfied with the quality of the original workmanship, as the contract did not say that cosmetic details would need to be tidied up by the contractee - the workmen were supposed to do all that and they did not. I can only hope they did not slack off on anything more important.
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We entered a contract with Remodel USA on 4/18/23 and paid a 3k deposit. On 6/8, they delivered the counters and I had to lift them from the back of a truck to our garage. (They were told the installers would be here to help). On 6/9 they did the install of cabinets. The drawers are crooked. We did not get soft close cabinets as the contract states. We are missing peices that finally today someone called to tell us they would be here around 7/27. Contract states completion of work within 2 weeks of install. We are on week 3. I had to go on linkedin to find the CEO since no one our project manager, no one would call us back. He no longer works for remodel USA. I was given another number and called on Monday. Today the PM and someone named ******* called us to say we are not talking about our mistakes, we are only talking about solutions. Seriously? I explained we havent' had a sink/ dishwasher anything in 3 weeks. I explained we were supposed to have a party this weekend and had to cancel due to no communication. ******* yelled at my spouse and myself and no one admits anything. I called and spoke to an adam chandler and told him to come get his cabinets. Nothing. No response, no calls, nothing.

  Business response

  07/07/2023

  To Whom it May Concern,
  
  I have spoken to the customer several times regarding her concerns. We are waiting on materials from the manufacturer and the customer has been updated on the lead time. Our Vice President of Production is working directly with the customer to resolve her concerns and will finalize everything once all materials are received. The customer was in agreement.

  Thank you,

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

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Remodel USA was contracted to modify our master shower with genuine ****** products, remove a threshold for wheelchair access, and install a ******** System. They asserted that they would complete the project from start to finish in 3 days. They asserted that the project would be complete within 16 weeks of contracting.The shower installed by the Remodel USA was of extremely poor quality; it was not watertight, and would result in greater mold, mildew, leaking, drywall damage, and rapid deterioration. The threshold was also not removed. When the threshold was removed, it revealed that the shower floor construction was not a ******** System. The installer had reused the original membrane installed in 2007 and covered it in mortar. The tiles were set on top of the mortar. The drain was not a ****** product, it was manufactured by *****. Remodel USA demolished the shower a second time. After 25 days, the shower was complete, **************** inspected the work and found that none of the fixtures, the drain, nor control bezels were genuine ****** products. The shower walls and corners have visible adhesive smeared all over that will not come off. The panels have visible damage.****************, a disabled veteran was unable to use a shower for 25 days. Construction noise, mess, and traffic interrupted her work for almost a month rather than the 3 days that were promised. **************** mailed a detailed complaint to the President of Remodel USA on September 26th 2022. They spoke on October 6th and the President informed **************** that he had forwarded the package to his attorney. **************** told the President that they could not speak without his counsel present. The President said he would call **************** later with the attorney to discuss resolution. There has been no communication from Remodel USA since that date. Remodel USA continues to submit to the financing company for full payment even though they have not completed the work or remedied the breaches.

  Business response

  06/29/2023

  To whom it may concern:

  We are very sorry about the negative experience you had and we did implement a discount on this account in February 2023. If the customer was unaware then we apologize. We are no longer seeking to obtain financing from the finance company on your account.

  Thank you

• Initial Complaint

  06/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got a shower installed about 6 months ago ...they said they don't sub contract out to anyone ...they did ... everything in my shower is done cheap and wrong they never changed the plumbing they said mine was fine they did not concrete base to floor and base is not a model they promised also didn't put in a right temp valve and took out my tile put up sheet of wood no moisture barrier and then put up luxstone walls which are cut uneven then glass is put up sloppy won't stay shut showerhead is broke and didn't use silicone either as promised ...I've called left many messages to have someone come out and fix it also tried to contact salesman who stated he doesn't work for company who fired him and I guess owes him many thousands of dollars plus the loan that I never signed contract salesman did it behind my back is a bad loan they take a payment of 180 dollars a month 110 goes to interest and it's for 12 years crazy I'm going to get a lawyer at this point very upset and can't believe this company lied about everything and is the most expensive...they higher 1099 salesman who lie and over promise then sub contract everything out to people that should never who on anything in your house then after making a sale that's where customer service ends they have no one else in company for you other than a sales team who will high pressure you for the first meet and do a same day close and once financed that's it your done and will never here from them again after they sub everything out to lowest bidder and then from what I hear don't even pay there salesman right and I would hope no one else getting put through the ringer like I did if they call you run and run fast ohh I guess they switched from remodel USA inc. to remodel USA LLC to hide from there past and lost there ****** contract too. This was the worst company I ever trusted and will be sueing them real soon ohh and last I heard there president just got fired from company too.

  Business response

  06/30/2023

  To whom it may concern,

  We reviewed the customer's account and have found there have been no requests for a service concern. Our service department will reach out to schedule an appointment to resolve any concerns the customer may have. Upon accepting a financing option with the loan company, the customer is asked a series of security questions that only the customer would be able to answer. The loan can't be processed without the questions being answered accurately. Therefore, the customer has agreed to the terms and conditions of the loan prior to the installation and funding of the account.

  Thank you,

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

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were excited when the crew showed up on day one to start work, but after just a couple of days, our experience started to slide downhill. The first group of contractors ended up working only a few hours a day, and prior to the work being completed strong-armed us into signing a document stating the work was completed so the contractors could get paid at the end of the week. Then on day five with no toilet, sink, or flooring, only the shower installed, they just didn't show up at all. Our project manager got another crew out the next week that finished the project - or so we thought. However, we later found some big problems; a leak under the sink caused by the weight of the drainpipe and holes from the waterline and drainpipe installs that were not closed. Starting at square 1 with intentions of seeking to cordially resolve the problems, we reached out to Remodel USA. Despite numerous attempts over the course of two months via phone, email, and online chat, we got 3 text messages before the responses ceased. It took reaching out through the financing company for someone else to send a text message, buthen I requested a point of contact for a refund, I was directed back to customer service (****** *). Due to the lack of responsiveness and non-existent customer service from Remodel USA, we are left with no choice but to demand a full refund. We believe this is a fair and reasonable course of action, given our experience and the circumstances. You'll find related documents and records attached. Thank you for considering this matter.

  Business response

  07/05/2023

  To Whom it May concern,

  I reached out to ********************** to resolve his concerns. Remodel USA offered to send out a technician to address any existing concerns that he may have with his install. The homeowner did not indicate he had any existing service concerns, and indicated he was seeking a monetary resolution. Remodel USA did extend an offer of a monetary reimbursement on his project in the amount of $1000. ********************** declined our offer of resolution, and requested a full refund on the project. The project has been completed with no existing service concerns from customer, and is backed by our lifetime warranty. 

  Thank you,

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

  Customer response

  07/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The BBB complaint was filed after the business demonstrated an inability to provide a timely response to my request for service on the production issues I had identified, "Due to the lack of responsiveness and non-existent customer service from Remodel USA, we are left with no choice but to demand a full refund." ******'s assertion that "[t]he homeowner did not indicate he had any existing service concerns..." is untrue and inaccurate. From the original complaint, "a leak under the sink caused by the weight of the drainpipe and holes from the waterline and drainpipe installs that were not closed..." These issues were initially reported to Remodel USA in February 2023, but unfortunately, due to Remodel USAs inability to respond to my multiple service requests, the repair work has taken a back seat to obtaining a refund. The statement that "The project has been completed with no existing service concerns is untrue for the same reason. Remodel USA offered a $1000 reimbursement on a $20,000+ project. This is an unacceptable offer and does not even attempt to satisfy our demand. The "lifetime warranty" has no value because the business cannot be reached when a service issue arrises. Remodel USA is attempting is to fix the issue and skirt the financial requirement of my complaint.

  Regards,
  
  *****************************

  Business response

  07/19/2023

  To whom it may concern,

  Remodel USA intends to honor all warranties applicable to the contract. The customer can call ************ to schedule a service appointment.

  Thank you,

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

• Initial Complaint

  06/12/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was looking to have a bathroom installed in my home. ************************* *************) came to my house on Monday, November 14, 2022 @ 2:00 PM . He made an assessment of the job and I gave a $500 deposit. I received a link to a contract on 11/30/22. The link only lasted 7 days so when I received the link it had already expired. Several companies denied me credit backing for the job. Never heard from ************************* again. Tried contacting company so many times but unable to resolve issue. I made another appointment so I could get a person to come out to my home. Another sales Rep ***************************** *************) came to my house in May of 2023 but still no resolution.

  Business response

  06/26/2023

  To whom it may concern,

  A refund in the amount of $500 was processed and returned directly to the credit card on file. 

  Thank you,

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

  Customer response

  07/10/2023

  From: *********************** <**********************>
  Date: Sun, Jul 9, 2023 at 2:38 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  Thank You for your help; Complaint ID: ******** has been resolved
  

*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. ↩