ComplaintsforCapital Remodeling, Inc.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, Capital remodeling was contracted to complete a window project at my home. Everything went well until the actual day of install. They arrived with only 2 of the 3 windows that were scheduled for install. This isn't a huge problem in itself, but the next day we received a text stating that the project was "substantially completed" and that we would be billed for the entire project amount. Contractually we are not supposed to be charged until 85% of the project has been completed. I do not believe this project has reached that threshold, and I feel it is wrong for them to attempt to charge us at this time. I cannot seem to reach anyone at the office, it always goes to voicemail, and I never receive a return call. The product itself is fine, I just simply don't want to be charged for an incomplete project.

  Business response

  04/13/2023

  The final window is set to be installed on 5/13/23 and it looks like everyone agreed to fund 66% at this time until the final window is installed.

  Thank you

  Customer response

  04/13/2023

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went to see an open house of their work and gave them my number. I told them I wasn't interested at the moment. They called me 2 days later saying I had a consultation scheduled at my house. I said no and cancelled it. They kept calling me from different numbers, multiple times a day for months to schedule a consultation. I told them repeatedly to take me off their call list and I was not interested but they would not stop calling me. When I blocked one number they would call from a different one.

  Business response

  03/31/2023

  We had the pleasure of meeting Mr. ****** at an open house and scheduled an appointment for new kitchen cabinets.  There did seem to be some confusion right from the start about the address or if there was a different owner but we proceeded to continue with the appointment in good faith.  We attempted to reach out to Mr. ****** to give him the free no obligation estimate he inquired about but on 6/30/22 when we spoke his dog had gotten injured so we asked to call back another day. We were able to reach him back in August of 2022 and he stated they were interested in doing the bathroom and not the kitchen so we removed him off our list back in August of 2022.  Our records show we have not made any attempted contact since that time. Thank you

  Customer response

  03/31/2023

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  03/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased windows to be installed by Capital Remodeling. They sent a contractor to my house and measured windows. Two months later windows were installed by another contractor. Capital Remodeling sent a billing with an extra $1000+ claiming that my windows were tested for lead and was positive so they charged me per window. They said the contractor that came to measure the windows also tested them for lead but that didn't happen. the contractor only measured the windows and left my residence. I spoke with Eric B**** the sales director and was threatened to put lean on my house if i didn't pay the amount plus lead fees. He claimed, do to my house being old it had lead in the window paint. He told me a email was sent showing the test results which 8 windows tested positive out of 9 being replaced. They charged me for nine anyway but upon mentioning it to Eric he said he can only adjust the one window fee and send another bill reflecting the change. He never sent it as of yet and stated that if I didn't pay by March 8th I would be charged extra $200+ a month. Eric stated after 1978 they stopped testing for lead because it was banned and since my house was built 1940 the chances are great that it had lead. I would have had no problem paying the extra fee if the windows were actually tested but they were not. Eric accused me of trying to "get over" and not pay for the windows. I told him he can come remove the windows or take the lead fee off and I will pay the cost. He again accused me of lying and committing fraud. Eric didn't know that I have an addition to my house that is less than 30 years old in which the windows shouldn't have even been tested if they would have done the testing due to lead being banned in paint after 1978. Capital Remodeling says they tested those windows and lead was present which is impossible.

  Business response

  03/13/2023

  To Whom It May Concern,  

  Capital tested the windows for lead and 8 out of 9 tested positive.  Apparently another company, not related to Capital also tested for lead previously and the windows were found to be lead positive.  We have received the completion certificate and the project is complete.

  Thank you

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a salesperson ( ****) speak with us about windows,we told him we were checking other companies to. he said his company would match any offer lower than his offer and give us $200. If we found one, if not we would use his company to do our windows.Well we found a cheaper offer that was offering the same features as his company.. when we informed him (****) of this and that we wanted to see if he would match the lower offer he became very nasty and unprofessional. So much so that my husband cancelled right then and there. All because of his attitude. My husband also called to speak with the supervisor (***), who hasnt returned my phone call yet.Im so disappointed with this outcome mainly because weve used this company before and had good results , thats why we called them for this job but the salesman was so unprofessional that Im taking my money somewhere else.

  Business response

  02/21/2023

  First of all thank you for being a previously satisfied customer and for calling us back to replace additional windows in your home.  It's unfortunate that we could not agree on a price to replace the rest of your windows with our high quality windows and our amazing warranty.  Unfortunately a high quality warranty on a window isn't the cheapest option and as any consumer knows you get what you pay for.  

  As far as the unprofessionalism, I apologize for anything that transpired and that is certainly uncalled for and not a manner in which our representatives normally operate.  There is no excuse for being rude to anyone and this will be handled internally.  Thank you for bringing this to our attention.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Project was said to take 2 weeks and it's 9 weeks later and the work and installation is still in complete and unsatisfactory. Worker's have no license,no certificate for a installer. Material and cabinets are coming apart all ready. The gas line, the plumbing, and tile and ceiling work is bad already. We were told 2 weeks and it's 9 weeks and they won't even reduce the final payment for Project gone bad my there own Worker's. I requested that the statement and photos I provided them be forwarded to the president of the capital remodeling company, but the first line employee won't do it. Where is the help for customers like me who trusted them to do the right thing. We couldn't use our kitchen for 8 weeks and had to buy food everyday out side the house which costs us even more money. Capital Remodeling has been our worst choice ever. There word can not be trusted.

  Business response

  02/14/2023

  First of all we would like to apologize for any experience that does not met a client's expectations.  Our first goal is to ensure that our clients are happy and while remodeling can be sometimes challenging, minimize daily disruptions in our client's lives.  

  In this particular case the kitchen was functional after approximately two weeks.  There were services after these two weeks and unfortunately sometimes it takes a great deal of time to get parts or replacement materials.  But we made sure the kitchen was functional and could be used after approximately two weeks to again, try and eliminate as much disruption as possible.  We were informed by the client that the kitchen would not be used until it was completely finished including waiting on any service parts.  Typically in all kitchens installations clients will begin to use their kitchen once it's functional and not wait for service parts to arrive.  Looking at the pictures provided many or most of these are older pictures that occurred during the installation and have since been handled during the normal course of installation or subsequent visits.  

  We have offered numerous times to come back and service anything necessary but we were advised we were not permitted to do so. We are still willing to come back and review and service any items that our client feels do not meet their standards.  Please let us know when is a good time to do so.

  Thank you

  Customer response

  02/15/2023

  Capital Remodeling promised to complete the job in 2 weeks by their product specialists Reggie T**** and their Forman Jozef. They started on Dec.5,2022 and did not finish the job until 7 weeks later. The cabinets are damaged, the back splash was not put in correctly. The workmanship is bad ,Capital Remodeling use contractors and sub- contractors who did not provide licensing or certification for the work that they were doing. A reduction in the final payment should be done based on the bad installation alone. Do I need to contact legal support or what.

  Why is the customer being blamed for their misrepresentation. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 9/23/22 Quinton P***** came to discuss new windows. He gave me a brochure and showed me a sample of the corner of a window focusing on the sash. No mention of the glass other than it was double paned. I’m in a condo community and the new windows had to match the old. So we focused on the grids. I signed a contract that was “Contingent on HOA Approval”. Contract price $11,095-$500 deposit. To satisfy my HOA Lou F**** Regional Branch Manager sent a graphic with arrows pointing to the grids, stating the pattern “will match your existing”. No mention that the glass would not be clear. Installation was on 12/16/22. The outside glass is BRIGHT green and stands out like a sore thumb as my blinds now look green. I was NEVER told the outside of the windows would be green. The BROCHURE windows are not green. Over the phone Lou said nothing could be done. I said it had to be or I wanted a refund. He came to my home with the same sample that Quinton showed me and a small version of a replacement window. NEITHER had bright green glass like mine. He asked what did I want. I said-the problem fixed or a refund. He said he didn’t make those kinds of decisions. He showed pics of their windows in SF homes and said that he has sold windows for 11 years and some were in condos. If this is true, then he should be well aware of their strict rules about uniformity. He took pics of condos in my development he said had the same type windows he sold me. The Board and Management walked my development. They said the windows he singled out were not green. Numerous owners in the community have replaced windows and never experienced a color change. They saw no tinted glass as bright as mine. On 01/23/23 Barb L***** Corporate Accounts Manager also said that nothing could be done. No refund! At my request she said she would have her boss call me. To date I have not heard from anyone. My prior windows were not green; my HOA doesn't approve; therefore they violated the contract.

  Business response

  02/06/2023

  Capital is reviewing options to satisfy the HOA.  In 30 years we have never had a window not been approved by an HOA because of the Low E glass.  Without Low E glass, replacement windows do not save much on energy savings at all.  I'm not sure any manufacturer will even make windows with clear glass in 2023.  We will be in touch with Ms. ***** soon.

  Thank you

  Customer response

  02/06/2023

  
  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.
  
  Sincerely,
  
  ***** *****

  Business response

  03/21/2023

  To Whom It May Concern,

  We have spoken with Ms. ***** and scheduled a time for next week to show a sample sash for a different kind of low e glass that is normally not in use by our manufacturer.  This would be a specially made window.  We are hoping to have the sample sash by next week.

  Thank you

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A representative of Capital Remodeling came to my home and told me that he would not provide me a quote because my spouse was not present. I was unaware that the company policy would have had such a strict issue with the appointment and was apologetic for the wasted time, both my own and of the company. The issue came afterwards when I was told that the project that I was getting a quote for was "not worth his time" and "not appealing to complete". As if this was not disrespectful enough and he continued on to complain that he had to drive over an hour to get to my home. He then asked for $20 for gas since he had to drive so far and I thought it was a joke. I laughed it off and said no and he furthered it by saying, "Well if I made someone drive out like this I would at least give them $20 for gas." This is unbelievably unprofessional, unethical and quite possibly the worst encounter I have ever had with any salesperson in any category.

  Business response

  01/11/2023

  Business Response /* (1000, 5, 2023/01/04) */ First of all we would like to apologize for any miscommunication or unprofessional behavior from any of our staff. We wouldn't have been in business for 30+ years if this was the norm and our manager will get involved immediately. As far as the reason we need all homeowners and decision makers present it because there are many questions and decisions to be made to even get to the price, and oftentimes a homeowner isn't aware of what their partner wants, and that can lead to inaccurate quotes. Because of this reason we always explain the need for all homeowners and decision makers to be there. In this particular case, at 2:19 into the call Mr. ***** lets us know his wife's name is ********. At 2:55 into the call our operator states "the only thing that we do require is whatever date and time you choose, that all homeowners as well as all decision makers can be present for the quote." We received an affirmative and the appointment was scheduled for 2:00pm the next day. Our operators asks "and just to confirm will both of you as well as your spouse be available tomorrow at 2:00?". We received an affirmative confirmation. At 4:28 into the call our operator states "if anything comes up and one of you cannot be there please reach out to reschedule. We will not call again and we will be there 2:00 to 2:15 in case there is traffic." We understand emergencies happen. Things come up. For the protection of both the customer and the company we had to reschedule the appointment. We can certainly replace 4 windows and that will be discussed with our representative so he understands our minimum number of window qualifications. Regardless it is certainly unprofessional to act as he did in the stated complaint and again, we apologize. Our normal great service and great prices have allowed us to be one of the most successful remodeling companies on the East Coast over the last 30+ years and we always strive to do better. It seems that we certainly could have done much better in this situation. Thank you for bringing this to our attention so we can do better. Thank you

• Initial Complaint

  12/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/20/22, the sales rep Colin P******* marketed this company to us stating that Capital 1) does not outsource their work 2) their employees are licensed and trained 3) all projects are managed to avoid gaps in business days worked 4) Our kitchen renovation would be completed in 2/2.5-3 weeks max and 5) guaranteed quality work. Our contract price ($57,350) signed on 6/20/22 was based on a breakdown that Colin provided including $4,000 for floors (materials only) and $1900 for sink/faucet. Although an estimate, this is what the total contract price signed on 6/20 was based. This was also the basis for an additional $1687 that we paid for subtracting a countertop and adding a bench on addended 7/13/22 contract. On 9/8/22 we were told to provide our own tile. The faucet purchased from Capital was too high and touched cabinet so we had to purchase one. Therefore, we should be refunded $4,000 quoted for floors and half of $1900= $950 quoted for the faucet. This project was outsourced to Angel Contracting. It was so poorly managed that we still have an incomplete kitchen 9 weeks after demo was started. Angel not only carried out sloppy, inaccurate, and amateur work, but also nearly ruined our pipes and put our house in danger. This company completely occluded our drains with grout. The pipes in the basement needed to be opened and sprayed sewage on our walls. They also unknowingly cut through the microwave outlet and could not figure out why the microwave was not working for a week until the electrician came to assess the situation. Angel left our dishwasher on the patio for several weeks. As a result, the panel is water damaged. They also dented the top of our fridge door when moving it into the kitchen. Capital should refund repair costs to the fridge and dishwasher. Lou F****, the Regional Branch Manager, provided a breakdown of costs on 12/20/22, which is also an arbitrary estimate that doesn't include details such as wages paid to the workers.

  Business response

  01/01/1900

  Business Response /* (1000, 7, 2023/01/13) */ As of this time, as far as we know the kitchen is operational and in full use. There is almost a $20,000 balance left to be paid and we are willing to work to resolve any credits and discounts. The Sales Manager has sent a detailed email on 12/20/22. Please schedule a time that we can meet so we can resolve any questions that you may have and apply any necessary discounts or credits. We have been in business for over 30 years and while we are not perfect, we have an excellent track record. Unfortunately at times there are errors made. Thank you for bringing this to our attention so that we can improve.

  Business response

  01/13/2023

  As of this time, as far as we know the kitchen is operational and in full use. There is almost a $20,000 balance left to be paid and we are willing to work to resolve any credits and discounts. The Sales Manager has sent a detailed email on 12/20/22. Please schedule a time that we can meet so we can resolve any questions that you may have and apply any necessary discounts or credits. We have been in business for over 30 years and while we are not perfect, we have an excellent track record. Unfortunately at times there are errors made. Thank you for bringing this to our attention so that we can improve.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I met with Alex D******* on Nov. 8th 2022 about windows. I signed up for 7 windows to be replaced. He said that the windows wouldn't be installed until around February. Alex never mentioned the cancelation policy. He stated someone would call me about measuring for the windows. 9 days had gone by and since no one had come to measure for the windows, I tried to call Alex to cancel on Nov. 18th. I left a message at the number that was on his business card. I then tried to call the main office. During this time, measuring dept called me and I told the lady on the phone that I wanted to cancel. She said she would email everyone and let them know. At this point I was still unaware of the cancelation policy. That evening Alex called me and I expressed that I wanted to cancel. He got very defensive and stated that I couldn't. I had 3 days to cancel. That I signed a contract and I couldn't cancel. Otherwise they would take me to court. I said nothing has been done yet as far as manufacturing the windows, couldn't they just cancel it. He was insistent that I could not cancel and I would have to go to court. I told him I felt he was trying to strong arm me and that I just financially cannot do the windows at this time. He sent me a text that showed the policy of 3 days and a penalty of 30% of project! So that would mean capital remodeling would require me to pay them $2300 for services that have not even started!! No windows, no measurements, nothing but the salesman talking to me. My Mother in law had put $100 down that night with Alex. I told Alex that we would understand if we lose the deposit. He hung up on me after I stated that I would talk to his boss. My wife and I talked to Eric, the boss, the next day for over an hour. He is refusing to let us out of a contract even though nothing has been done. I feel that this is BAD business practice and I cannot see paying for something that has not even been started. Im not a criminal like they made me feel.

  Business response

  12/07/2022

  Business Response /* (1000, 5, 2022/12/01) */ Capital and Mr./Mrs. ******* signed a contract on 11/8/22. Virginia law gives homeowners 3 business days to cancel a contract or the contract is valid in the eyes of the law. While it's true that the custom windows have not been manufactured yet, it's not true that Capital is not out a significant amount of money. After the legal 3 days rescission period has passed, Capital is obligated for numerous expenses that must be paid out. Virginia has a 3 day rescission law for a reason - to protect both the homeowner and remodeling companies who have invested huge sums of money in projects. We only ask that both parties uphold the stated 3 day rescission period law that is clearly and obviously stated in numerous parts of the signed contract. Consumer Response /* (3000, 7, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) So Capital is charging the customer 30% of the contract price prior to even measuring the windows, which in my opinion means the customers are being overcharged. That leaves 70% for windows and labor and commission. Although the 3 day rescission policy was in the contract, we did not read it(our bad) NOR did the salesman refer to it in any way. We are sorry to have inconvenienced Capital Remodeling by asking nicely to be released from this commitment, but cannot see where we have cost the company $2400 in 6 days. They wait 3 days then don't call to set up for measuring for another 6 days and when on that 6th day I ask nicely about canceling I was rudely told by the salesman Alex that I am breaking the law(Accusing me of being a criminal) and that I cant cancel! Then hanging up on me without even attempting a resolution. We expected to lose our $100 deposit but had no idea about the 30%! We know they have the power to enforce this extremely outrageous penalty, but they also have the power to choose good customer service and rescind the contract. We are respectfully asking that they release us from the contract without penalty other than our deposit.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I met with Johnny of Capital remodeling to remodel my kitchen and installing sub floor to 2nd level balcony on 7/23/22, my budget 50K. Johnny told me that Capital doesn't do the balcony work and my flooring contractor would close off the balcony. Johnny and I planned the kitchen and changing the island disposition. He told me changes could be made during pre-construction meeting next week. I signed a contract that day for $34999 assuming the remaining 15K would cover the flooring, appliances, and sub floor to close off the balcony. After getting estimates on the remaining work, I realized that my budget was not enough so I called Johnny on 7/28/22 to cancel my contract. Johnny told me that he would contact his boss and called me back that day and informed me that his boss Rick B***** has approved the installation of sub floor to close off the balcony with no additional cost. At this point capital hadn't call to schedule the next meeting. ONE MONTH later on 8/22/22 I had the meeting with Johnny and Josef. We reviewed all the details on the kitchen and balcony work and I signed the addendum for kitchen and balcony work for $34999 without any issues being raised by either Josef or Johnny about the cost. Johnny called on 9/19/22 and told me capital was not able to do the job for the quoted price! I asked to speak with Rick. Johnny called again on 9/21/22 saying capital wants another 7K for the balcony. I called capital, miraculously Rick picked up the phone, when I confronted him he got loud, I wanted his superior phone # he said " I AM THE BOSS, GO AHEAD AND CALL THEM, THEY SEND YOU BACK TO ME". I called and left a message which hasn't been returned. I met with Adam E**** and Johnny on 9/22/22. They repeated the same thing although they confirm my statements and the timeline are accurate. I've lost my trust and confidence in this company and like to cancel my contract but they say NO. They should have let me cancel on 7/28/22 instead of making false promises.

  Business response

  10/03/2022

  Business Response /* (1000, 7, 2022/10/03) */ Capital and Ms. ****** entered into a contract on 7.23.2022 for kitchen cabinet, etc replacement. On or about 8.8.22 we performed a pre-construction meeting where Ms. ****** asked for additional work to be completed over and above the original contract work. We discussed the additional work and wrote up an addendum for the additional work with the agreement that we would have to get back to her if there would be additional charges since for one thing, we needed to check on permits for the work she requested. It turned out permits and additional work were needed in order to perform the additional work she requested. We informed Ms. ****** that as per our earlier discussion, there are additional charges based on what she wanted down however Ms. ****** refused to pay the additional amount. We informed Ms. ****** that we can perform the original work as per our contract and we would not perform the additional work requested. The cancellation period of the original contract has long since expired and the custom ordered cabinets specs are currently with the manufacturer. We attempted to resolve the issue by having a manager going out on or about 9.22.22. We would like to continue discussions so that we can come to an amicable solution so Ms. ****** can get her dream kitchen that she agreed to on the original contract date of 7.23.22 Thank you Consumer Response /* (3000, 9, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Capital remodeling Inc. Things happened exactly the way I wrote in my original complaint on BBB site. We had the pre construction meeting on 8/22/2022 not 8/8/22 as they claim on their response. Josef and I spoke about the need to get a permit for the balcony since it is a structural change to the house, nothing was mentioned about the possibility of a price change. We signed the addendum on this meeting that clearly outlines the whole work, kitchen and balcony, with the agreed price by both parties ( please see the uploaded addendum). Capital remodeling waited another month to tell me on the phone that they are unable to do the work they've signed for. And still they claim the cabinet specs are with the manufacturer! I find it strange not to let your customer know about your price change and order the cabinets without her knowledge!!! Despite my numerous requests to speak with Rick who approved the balcony work, he never called me. I happened to call the company and he picked up the phone. ( please see my original report on BBB site). I finally set up a meeting with Adam through Johnny on 9/22/2022. In this meeting, although they admitted they made a mistake, they repeated the same thing that they can't fulfill the signed contract. They want me to have only the kitchen done or pay an extra 7K to do the balcony as well. This is not what we agreed on... Since Capital remodeling Inc. is refusing to keep up with the terms of our contract, this contract is considered revoked and I decide to cancel the entire project. Note for BBB records, I've filed a complaint with MDHIC Business Response /* (4000, 13, 2022/10/18) */ As per our original response, we obviously have a difference of opinions that we would love to resolve. We are open to trying to do whatever we can to make sure the amazing kitchen work can be completed so Ms. ****** is satisfied and can enjoy her kitchen for years to come. We would need to start a dialog where we can discuss the options. Thank you Consumer Response /* (4200, 15, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am tired of Capital Remodeling downplaying the situation by calling this a difference of opinion. The fact of the matter is that we have a signed contract that they are not honoring, which has caused me to lose confidence in their ability to properly begin and complete the remodeling project. Furthermore, the disrespectful treatment I received from Rick and the general condescension from the others has caused me a great amount of distress over the past month. Their lack of regard for the contract we agreed upon is unprofessional. I do not feel safe bringing them into my house, nor do I have faith in them to complete the project according to the high standards they supposedly have. I remain insistent that the contract be cancelled. Business Response /* (4000, 17, 2022/10/27) */ To Whom It May Concern, Ms. ****** if you would allow a Senior Regional Manager to discuss this project with you and review our proposed discounts, we would more than willing to do that and would very much appreciate. If reviewing our proposed discounts is not acceptable we would be willing to cancel the contract. Thank you Consumer Response /* (3000, 24, 2022/11/03) */ I'm not willing to discuss this project any further. I'd like my contract to be canceled. Thank you Business Response /* (4000, 26, 2022/11/03) */ We have sent back the $50 deposit and are considering this job canceled. Consumer Response /* (2000, 28, 2022/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept your response.

*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. ↩