ComplaintsforCapital Remodeling, Inc.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date: July 17, 2021 Paid: $5,487.00 Project: Kitchen Remodeling. Status: They have yet to start project and has re-scheduled three times, the latest for April. Requested full refund and cancel contract. Business rep does not take request seriously and just uses the pandemic and other excuses, then ask us to be patience while he re-schedule another date to start. Business Solution: To have us wait until they can service us. Job No. : Unable to locate in paper work, but maybe you can find since we have included it. Note: if you have any problems with attachment please feel to contact us.

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/24) */ To Whom It May Concern, We appreciate your patience while we navigate through these unprecedented times. Unfortunately we are at the mercy of suppliers who are at the mercy of raw material dealers. Suppliers have covid outbreaks shutting down factory lines along with raw materials being delayed because of supply chain issues. Just this week we have learned that manufacturers have cut off over 100 dealers across our region and are no longer supplying kitchen cabinets. Luckily for us Capital Remodeling is one of the most well known, respected, and largest dealers of kitchen cabinets in the area and we have not been affected by these issues, however we still are affected by their delays. Adding to the delay was the almost 3 month hold on the contract by the client. We understand things happen and we are here to help when situations arise so we held onto the delayed contract for those 3 months, but as soon as the cabinets are ready we will install. Once the kitchen is complete you will be more than satisfied with your dream kitchen. Again, thank you.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Captial Remodeling has rejected the contract that I signed due to a pricing error on their end. Instead of processing a revocation of the contract and providing a full refund of the $10,000 deposit (as stated in the contract), they are demanding additional funding to complete the contracted work, or I will need to remove several items from my project plan. Neither option is satisfactory and I would not have signed the contract had I known in advance of their unethical and unjustifiable "business" practices. During discussions, it was stated several times that it is my problem and that I need to make concessions or they will make the decision for me. The latest option to resolve this issue was to lower my APR from 10.99% to 7.99% which would bring my monthly payment down. I reminded them that they already confirmed that my financing was approved at 7.99%, which I knew my good credit standing guaranteed, and their insistence to sign an amendment to cover the increased cost of the project would increase my monthly payments by $70 a month. They responded by stating that I can obviously afford it. I have asked several times in writing and over the phone for a revocation of the contract and a full refund. Their response is that I cannot cancel the contract which is not what I am asking. I have worked on multiple projects including a corporate remodel and I have never come across a company that is more devious or unprofessional than Captial Remodeling.

  Business response

  01/14/2022

  Business Response /* (1000, 7, 2022/01/13) */ Capital is considering this job canceled and returning the deposit check. We apologize about the misunderstanding and we were hoping to make your dream kitchen come true. Thank you for the opportunity and please call on us again if things change. Thank you Consumer Response /* (2000, 9, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for processing the revocation and agreeing to refund the deposite paid. Please let me know when I can expect the deposite. If possible, I would prefer a direct deposite back to the account on the initial paperwork.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 19,2021, I had a marketing associates , Megan K**** from Capital Remolding visited me for a $10,000 free estimate kitchen work. After going over the plan, she presented me a budget for $ 44000+. When I explained to her that was way over my budget, she made multiple calls to her supervisor and offered me discounts up to $20,000 if I sign the contract that night. After all my unsuccessful effort to get her to leave my house, I signed the contract and asked her to email it to me to review. She said yes, but I never receive the contract and she did not explain that I have 5 or 6 business days to cancel. On Monday july 26, I received a call from their office asking me to complete my application for credit. I tried to explain to the person that I do not want to proceed since I did not get the the contract. He immediately started to treated me saying I can not cancel , and if I do, they will keep my deposit. The same day I called the bank and cancelled my deposit indicating I did not want their service. The following day I left a message on their machine stated my intension not to go through with the plan. The guy named Adam been harassing me by calling my phone and leave treats for months. Now I am receiving bills from a collection agency for service that was not provided. I need your help to get this company to leave me alone and remind them that collection should be for rendered services or goods. Please help prevent this kind of stress and harassment's to other customers. Thank you .

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/20) */ Capital has considered this account canceled for some time and we have no deposit. Capital never received any cancellation request. In fact a week after the contract was signed we spoke with M. ********** and her son about reviewing the selections again and lifting the credit freeze. Regardless, this contract has been cancelled and there are no further obligations from either party. thank you Consumer Response /* (2000, 7, 2021/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Co. did not tell the trust about all the harassment's calls and the fact that they sent me to collection. But for my piece of mind, I accept that they at least acknowledged that we do not have a contract. I am happy knowing I will not receive any more calls from them and their attempt to ruin my credit failed Thank you for your help.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had originally gotten a quote from this company to remodel my kitchen. Unfortunately due to personal circumstances, Im unable to go ahead with plans and want to cancel the contract. I've called multiple times and no one answers. I also sent an email. My request is to cancel the contract and revoke any consent to use my SSN or charge my card.

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/20) */ Capital contracted with Ms. ******* on 12/11. The first notice we received about any cancellation was on Friday 12.17. Today is only Monday 12.20 morning so we are aware of the cancellation and taking the proper steps to address any concerns. Consumer Response /* (2000, 7, 2021/12/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the cancellation letter stating the contract was cancelled

• Initial Complaint

  11/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We signed the contract on 07/06/2021. The contract states that "work to start approximately on 9/14/2021 and to be substantially completed on 9/28/2021" for installation of 3 windows and 2 sliding doors. The company violated the contract two times: first when they didn't install windows and doors at the agreed timeline but instead they were installed on 10/29/2021. Second, the company didn't order the window's trim in the right color and now it is significantly delayed second time. Their contract states that they are not liable for anything if anything happens. The contract doesn't protect consumer rights and only written in the favor of the company which makes it illegal. The company refused to compensate us for violation of the contract. Also, the company engaged in misrepresentation of when the actual installation would take place, promising "it will be ready in two weeks" without an intention to full-fill the promise. We would like to be compensated for the violation of the contract.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/11/04) */ To Whom It May Concern, Unfortunately the world is in a once in a 1000 year pandemic with over 5 million deceased individuals causing massive supply chain issues all over the world affecting every industry. As per our signed and accepted contract, we could not possibly foresee events that change almost daily thus the accepted provisions in the contract. Thank you for your understanding during this challenging time. Consumer Response /* (3000, 7, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This dispute has nothing to do with covid and how many people died all over the world. The company admitted on the phone and via email that they didn't order the right color for the window trim. The company should be ashamed to exploit the tragedy like the current pandemic for their own benefit and to excuse their poor business practices. Business Response /* (4000, 9, 2021/11/05) */ Response: To Whom It May Concern, The "significant delay" is due to the pandemic supply chain shortage. Every day suppliers are unfortunately canceling and delaying items in all industries as per the news. We thank you for your patience and understanding during this difficult time.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a rep from this company come out at the end of July of this year to remodel my kitchen. The review of the plan didn't happen until august of this year. The told me the tentative date for remodel would be between oct 12th and November 12th. I explained that I would not be available for most of that time and I was instructed to put the dates on the paper I signed that I was not available which I did. The paper also stated that I would be contacted with 6 weeks to schedule my installation. Six weeks came and went and I called. I was instructed by two people that my installation was still scheduled for the exact dates I am not available. I was told that this information did not make it up the project people and that this isn't always shared. I was told though that they would work around my schedule. I expressed that I did not want to be going through an installation during the holidays since this has already been 4 months since I originally signed a contract. They told me that it "should@ be before the holidays. Fast forward to last Friday and I get an email saying that the flooring I requested is delayed until the middle of December and I need to pick a different one. I asked for samples so I can compare to the existing floor that it will connect to. I was told my salesman will be happy to come out and provide samples. He just showed up later than our appointment with three options that were in stock on his computer. I wasn't happy with either and I was told I could get the flooring removed and as long as I provide the materials they will install. I asked what would happen if I can't get the materials here since I have NO IDEA how that would even work and was told the project would be delayed until the flooring arrived. I just want out of this project at this point and my deposit back. I don't feel like this project is ever going to happen and I feel like things will keep being out of stock as I was told the spice rack inserts I ordered are also not available

  Business response

  11/04/2021

  Business Response /* (1000, 7, 2021/11/04) */ To Whom It May Concern, The approximate dates on the contract listed are to 11.12.21 which has not happened yet. Unfortunately suppliers are discontinuing items daily due to the deadly pandemic and supply chain issues. Many of our customers are very happy to pick out a selection on minor items on their own so they can get exactly what they want and then Capital provides a credit. The cabinets have been custom ordered and cannot be canceled as per the contract. The approximate dates are only approximate and certain events, such as a deadly pandemic, affect these approximate dates as per the signed and accepted contract. We can resolve the flooring issue asap so we can get the dream kitchen installed. Thank you Consumer Response /* (3000, 9, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one has contacted me about these new dates. Who came up with three dates without contacting me?? This whole project has gone this way. It has already been four months. How much longer? The holidays are coming up and I was assured that I would have the new kitchen before the holidays. This is absolutely ridiculous. Then I need a discount on the current project and assurance that you will handle getting the right flooring and will install regardless oh when it comes in even after the rest of the kitchen is in Business Response /* (4000, 11, 2021/11/08) */ Capital and Ms. ****** have agreed to install on 11/29 and come back at a later date when her flooring selection has arrived. We're glad we could remedy the situation to install Ms. ******'s dream kitchen as soon as possible. Thank you Business Response /* (4000, 18, 2021/12/15) */ The ****** project is still in the process of being worked on. The dust control wasn't installed until the 2nd day and our Project Manager has already discussed about a possible cleaning credit. The drywall in both the kitchen and the basement are not complete yet but once it is finished the work will not look goopy. The flooring is on back order. There is still trim that needs to be installed once the flooring is complete. The spice racks are in but have not been installed yet. Unfortunately during the middle of a kitchen installation the job will never look complete until we are done and there are always minor punch list items during the middle of a construction project but all the work will be complete to customer satisfaction as per the contract. Thank you Consumer Response /* (4200, 20, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand projects aren't done until they are done but the complete lack of communication is completely unprofessional. I had called three times to get updates on what was going on and the status of the project and no one returned my calls. The people I did speak with just told me they had no idea and would have someone call me. You are telling me the flooring is on back order but someone called me yesterday to say it's being installed next Tuesday? Which is it?? This is actually what I am talking about. I also forgot to mention in my initial complaint that the workers who pulled up the floor did not secure the base and did not warn me that they felt the floor was weak and I injured myself when I put my foot through it. This seems to be the only way to get anyone to return my calls or communicate with me Business Response /* (4000, 22, 2021/12/20) */ Capital was attempting to get to the house Monday 12.20.21 to service but Ms. ****** scheduled for Tuesday 12.21.21. Thank you Consumer Response /* (4200, 24, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) You were always coming out Tuesday to do the floor (at least I thought so until you responded that it was on back order again). I even stated so in my last response Business Response /* (4000, 28, 2022/01/12) */ The project has now been completed and as per our 1/7/22 conversation everything is done to Ms. ******'s satisfaction. Thank you for your patience and we really appreciate your business. We apologize that things did not go as smoothly as expected and we hope to learn from this for future projects. Consumer Response /* (4200, 30, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The project is completed yes but I wouldn't say it is up to my satisfaction no. It is fine please close this I understand I will get no where with the vendor and this is pointless.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought all new windows from Capital Remodeling in February 2019 . All seem to be good , until I notice that the windows in the dinning room was sweating, on checking the window in one of the bedroom was doing the same. called the installer, who said he would get back to me. By then the paint was falling off the wall along with black mole forming. Got on to Ms Hannah who had a tech come out on the 13 October 2021who put cork on both windows .However the damage to the sheet rock in the dinning room was not taken care of. Contacted Ms Hannah again who said that it was not a issue with the window and they do not do sheet rock. The windows are still sweating even though extra cork was put on them. *************

  Business response

  11/02/2021

  Business Response /* (1000, 7, 2021/11/02) */ ***Document Attached*** To Whom It May Concern, Internal condensation can be normal with vinyl replacement windows and does not mean the window is defective or not working properly. Please see the attachment. thank you Consumer Response /* (3000, 10, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response to my complaint. The sheet rock on the windows were in perfect condition before the installation of the new windows ,see attached video of what it looks like presently. Business Response /* (4000, 13, 2021/11/04) */ To whom it may concern, We are not disputing the drywall was in good shape before the install but the interior condensation, and thus the state of the drywall, is not part of a defective window but because of interior home humidity as described in this article.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  1. Sales Rep of Capital Remodeling Inc. came to my home on September 9th with regards to a quote for kitchen remodeling 2. There different types of quotes were provided. Was told that I can sign a form to lock in the price for first quote, but I have the option to cancel within 7 business days. 3. Architect drawings were supposed to be provided to me before the 7 days, which will allow me to make a decision. This was not provided, and also due to health reason, I decided to cancel. 4. Sent a text message to the sales representative of Capital Remodeling Inc to cancel on September 15th , 2021 (this was within the 7 business days provided to cancel). 5. The sales rep at no time told me that I needed to call their office to cancel or that was in the document I signed. When sending the text message also, he did not correct me to say I needed to call in the office to cancel, that a simple text to him will not work. 6. On September 22 , 2021 evening, noticed a charge of $8,625

  Business response

  10/06/2021

  Business Response /* (1000, 7, 2021/10/04) */ Capital contracted with **************** on 9/9/21 for kitchen remodeling work. The Capital representative called Ms. ******* twice during the rescission period to ask questions and he never received a return phone call. On 9/22 we received a message about canceling, well out of the rescission period. The rep spoke with Ms. ******* and could not produce any text message that was sent to cancel. We would certainly accept a cancellation within the legal time limit but again, no texts could be produced showing our rep was texted. Regarding the drawings, we always supply drawings when requested or necessary and these drawings were in development but unfortunately we can't always provide drawings immediately when requested. There are no provisions on the contract that say anything about the contract being contingent on drawings. Everything was running perfectly on schedule as planned. The contract was cancelled out of rescission and we are ready to proceed when Ms. ******* is ready to comply with the contract. Business Response /* (4000, 11, 2021/10/05) */ Thank you for providing a copy of the text message from 9/15/21. As far as I know we have not been able to get a copy of that in the past. This contract is now considered canceled and your deposit will be returned. Consumer Response /* (2000, 13, 2021/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I Have accepted the business resolution to cancel the contract and offer for a full refund of $8,625 plus the $100 initial deposit taken from me on 9th September. I want to just point out that the company was very much aware of the text message from 15th September, as I sent a letter to many of the capital remodelling team and in that letter the text message which is appendix 1 was also included. So i honestly fail to understand why someone from capital Remodelling has responded to say they were not able to get a copy of the text message in the past. See attached separate file with the email correspondence to confirm they have previously received a cancellation letter in which the cancellation text was also included. It's just another example where their trust and credibility as individuals and a company has been seriously compromised . I would not like any other customer to go through the same experience as I have and it is the reason I am taking the time and effort also to highlight and share my experience.. Lastly I would like to say that BBB has been extremely professional and efficient in their handling of this matter with a quick turn around time. My appreciation and Gratitude to BBB for the role they play in ensuring that customers are protected from such companies. with very many thanks ********

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They refuse to replace a window with broken gas seal even though it clearly falls under their lifetime warranty terms. Product quality is poor as this is the second window to break seal. Also have a rusted and broken screen they also refuse to replace. They sold these items under a lifetime warranty that they refuse to replace without a fee.

  Business response

  09/27/2021

  Business Response /* (1000, 7, 2021/09/20) */ Capital Remodeling, Inc is honoring our warranty exactly how it is explained in the written warranty. We are replacing the window with the broken seal at no charge for the product and we waived the initial service fee and discounted the secondary service fee. As explained in the warranty, the screens are not covered. Thank you

• Initial Complaint

  08/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I entered into a kitchen remodel contract with Capital Remodeling, Inc on 7/1/2021. I made clear during the contract discussions that I was self-financing this transaction and would NOT NEED third-party financing. Indeed, no credit application nor third-party financing was ever applied for. On 8/5/2021, Capital Remodeling, Inc., unilaterally, and without authorization and consent, performed a direct credit inquiry of my Equifax credit profile, IN DIRECT VIOLATION OF MY RIGHTS UNDER THE FAIR CREDIT REPORTING ACT (FCRA). In addition, I was not notified in writing after the credit inquiry as to the contents of what was procured from my credit file (including credit score) nor was I informed in writing of the rationale for performing the credit inquiry in the first place. Capital Remodeling, Inc. then demanded a cashier's check form the full amount of the work to be performed and a "proof of balance" statement. To date, no work has been performed on this project.

  Business response

  09/17/2021

  Business Response /* (1000, 7, 2021/09/09) */ To Whom It May Concern, Our contract speaks for itself and this contract was not canceled within the legal rescission period.

*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. ↩