ComplaintsforSir Home Improvement, Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a walk in shower from them last year, They waited 6 months to come back and fix our wall that they were going to leave unfinish, then we were having issues with the one door water was leaking under the door onto the floor, took them 3 months to fix that, Our recent issue is a month ago, I just got out of the shower and a second after I did the shower door shattered, all over the shower, and the floor. We called them to tell them what happened, and they tried to say at first that we broke it by hitting it with something, they came out and cleaned the glass out of the shower, but they left glass in our drain. And when we call to find out what is going on , we get the run around. No one has called us to let us know that they ordered the door, and when they will be putting it in. Every one keeps telling that they weren't told what was going on, and they will get the issue fixed still as of June 26th we have to shower door , and no calls from them

  

  Business response

  07/03/2024

  ************,
  We deeply regret what has happened concerning your shower door.  As I explained to you, it is very unusual for a shower door to shatter on its own.  However; soon as you notified us of the incident, we sent out a technician the very same day to clean up the glass and install a temporary shower rod.  That allowed you to still have use of your shower while we await your new shower door.  The new door was ordered the very next day and we are awaiting its arrival.  We will be out to install it as soon as it comes in.  Again, I apologize for any inconvenience this may have caused. If you have any more questions, please reach out to me directly, ************************* Operations Director ************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 2/3/2024 we signed a contract to complete 2 bathroom remodels for $30,000, we put a deposit down of $15,000. We had 3 business days to cancel the contract. On 2/6/ 24 we sent an email and canceled the contract. On 2/10/24 we signed a document releasing everybody from the contract. We have spoken with ***************************** three times (Sales representative) I have called the office and have tried to get hold of someone in accounting and it goes to voicemail and I have left several messages and have not had a return call. Per the contract it states all funds will be refunded within 10 business days. They have been unresponsive and we are 3 weeks past the cancellation and the funds have not been returned. I have attached a copy of the contract and the email canceling the contract.

  

  Business response

  03/06/2024

  Dear **************, I am very sorry to hear about this problem. I have personally followed up concerning your credit card transaction and it was reimbursed on 3-4-24. I am sorry to hear you didn't get the refund sooner but there was no interest or penalties charged to your account. I do post my direct phone number *************) online and I am always available if you have any further issues or concerns. I hope that when you have handled your medical challenge's we can help you with the bathrooms. I am also sending you an Amazon gift card to the email you've provided us, for your inconvenience. Please feel free to contact me at any time if you have further questions or concerns.

  Sincerely,

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

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

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

  Customer response

  03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mom and I were lied to by the vice pres. He said Of SHI. ****! On 12/6 I would be approved at 6.99%at $170 mo. or not approved at all! **** convently Couldn't show me the contract, but could find the boxes to sign! I Called mom she put $5,000 down because I was approved by Green *** for only $****** but at 10.99%at $240 a month! He knew that before I signed! I was approved for at $****** so I called my mom back he explained to her $743.40 more!! Nothing was said about the change in the interest/monthly payment! I found out when I received the loan paperwork from Green *** weeks later! **** knew I couldn't see the contract with the pdf. My phone wouldn't pull it up he said! He seemed to find where I sign on his tablet, RIGHT ABOVE THAT SAYS NOTHING VERBAL IS PART OF THECONTRACT? ************************ purposely lie to get a contact signed! Also arbitration name/number on the contact that I received on 1/5/24, along with a addendum dated 1/3/24! They purposely make sure you can't cancel! ******* came 3 days in a row!? Jan3,4,5 of Why didn't he bring addendum dated 1/3/24? I finally received copy of the contract and addendum Jan 5th, gave me a discount?? Lied again at *****% for 10 yrs $175 month doesn't calculate correct payment! **** knew I was on disability, I was MISLEAD, MANIPULATED , TAKEN ADVANTAGE OF,MENTALLY CHALLENGED, INTENTIONALLY LIED TOO, also my mom! ******* said you signed it! Goodluck! First contract has no information,just that I was approved for ******, Says I put $5,000 wrong on contact! I had to call my mom twice she was helping me with the $5,000 down payment! He lied again I got approved by ******** at $****** he needed ****** more from her! WE WERE STILL BOTH TOLD 6.99%AT $170 MO. OR NOT APPROVED! He COULD HAVE SHOWED ME THE CONTRACT,NEVER TOLD US APPROVED AT A DIFFERENT RATE EVER! LIED AGAIN, IF I SAW WRITTEN DIRECTLY ABOVE WHERE I SIGNED, THAT NOTHING HE SAID MATTERED! HE COULD LIE AND DID LIE TO GET IT SIGNED!! PATHETIC!! NOT WELCOME BACK!!

  

  Business response

  01/15/2024

  Hello *****,
  This is what happened. The original contract was for $20,734.40. $5,734.00 was given as a down payment leaving a balance of $15,000.40 that needed to be financed. Unfortunately, we could not get the interest rate  that was promised, the best we could do was a ten year ****% loan. I decided that because you were promised a monthly payment of $174.00 we would discount your project by $2,734.40 in order to get to that payment. A new contract in the amount of $18,000.00 Minus the original down payment of $5,734.00 was authorized, leaving a balance of $12,266.00 to finance. Payments would be $175 per month. I understand that you now dont want to proceed with this option so I have canceled your order.  Please contact me directly with any questions or concerns.
  

  Thank you and sorry for any inconvenience.
  *************************,
  President Sir Home Improvement.
  ************

  Customer response

  01/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer response

  01/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company with whom I have NEVER had any business keeps calling my home phone often multiple times a day for over a year. My phone number is registered on the government"do not call list" and still they constantly call. Horrible company and as far as I am concerned should NOT be considered as a legitimate business.

  

  Business response

  07/31/2023

  You have been placed on our Do Not Call list. Thank you. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Shower replacement several years ago. At that time they said repair of any problem, The Installation work they did was excellent. My complaint is about their repair department. 3 months ago and told them that we needed to have ********* on the shower door replaced, we had left it on their answering machine. Did not hear back from them. Called several more times with same result. When we did finally reach them, they asked us to take pictures of *********, which we did and sent them to them. No answer from them. Called again and was lucky enough to reach them. Appointment was set up. When the service person arrived, showed him what the problem was. he stated he did not have the needed part. He took more pictures and left. We thought he would get the part from service department and return at a later date. Did not return or here from the company, Called again was told they were having trouble from the manufacturer, We have heard nothing back from Sir.

  

  Business response

  07/06/2023

  Shower door part has been ordered, ETA of delivery has been received. Service appointment is scheduled, waiting on homeowner to confirm date for resolution. 

  Customer response

  07/12/2023

   
  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

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a wall of windows from Sir Home Improvement on 12-4-14. This is a service company and they installed Sunrise windows. I will also file a complaint on Sunrise. These windows were $13,000 and came with a lifetime warranty. The warranty states" your new Sunrise windows systems are backed by a comprehensive warranty package that covers any material defects and any accidental glass breakage, for as long as you live in your home." These windows have blinds in the middle and are leaving marks in between the glass, and several of the seals are broken. I have reached out to both Sir Home improvement and Sunrise windows. They both have told me that the windows are covered however state that I am caught up in a supply chain issue with the blinds. I have told them that I was never satisfied with the blinds, and that I would like them replaced without the blinds. They stated that it would cost me extra!?!?!? The blinds that they sold me were to be operated with a slider but when they came and installed them they had the strings that you pull. 4 of the windows would require me to climb a ladder to operate that kind. It was winter and they had my windows out, I did not know the issue with until they started putting them in. Not sure what I was suppose to do at that point, so they put them in and I complained at the time. I have been keeping notes of me conversations with them since November 2021 and still no resolution. I have been more than patient!

  

  Business response

  05/10/2023

  There was a message left on 2/3/2023 stating that we have 4 glass packs for you and what days/dates work best for you.  If you could call/text at ************ we will definitely get these scheduled for you.

  Thank you so very much and have an amazing day.

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

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SIR Home Improvement has been calling me daily for OVER A YEAR AND A HALF. I spoke to them briefly about a project that they then told me they could not complete for me. I have told them multiple times that I am not interested in their services and that the project has been completed. They call daily. I have told them multiple times that I want to be removed from their call list and am still being flooded with calls.

  

  Business response

  05/10/2023

   A message has been sent to the manager of that department to put you on the Do Not Call list.

  Thank you 

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

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a new roof installed by SIR Home Improvement 2 years ago. We have had ongoing leaks ever since. The last time they came out all they did to fix the problem was put down 2 tubes of caulking and said that was all it needed. We have had them out here a number of times to address the leaking roof and the issues with the drywall damage from the leak. *****, the owner came out and was very condescending to my wife. She would ask him a question and he would look at me and speak to me, rather than her. We got tired of waiting for them to provide someone to fix the ceiling and wall so we had it done last week. The room was just fixed with new drywall and paint. Today it rained and the wall is once again wet and the ceiling is dripping water. There are puddles of water on the floor once again. I tried to call the service request number and all I get is a busy signal. I call the main store number and am told the line is busy. For a company that brags on its lifetime warranty and the fact that they are a company built on service, faith, and ********* values they sure don't live up to it. If this doesn't get fixed immediately my next stop is my attorney. I can file an insurance claim and then let the insurance company go after SIR Home Improvement. They have attorneys already on hand and deal with shoddy vendors like this more efficiently than I can I believe. This is the last time I am giving them a chance to fix this, which would make it the 4th or 5th time they have had to come out and fix their work. I paid $36k for this roof. I would expect better based on the price alone.

  

  Business response

  01/11/2024

  Hello *******,

  We are sorry for the problems that this has caused you, we would like to come out and have a look so we can come up with a solution that will fix your problem and repair the drywall that has become damaged. Please give a call at ************ or you can fill out a service form on the website to send us some pictures of the problem and we will get a solution to the problem asap.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I initially scheduled an appointment back in January 2023 for an estimate. Due to 2 missed appointments for different reasons, I decided I did not want do business with them.They called the day after the 2nd missed appointment wanting to reschedule and I politely declined thinking that they would then take me off their call list. About 20 calls later over a month and a half and me declining to reschedule or just not answering the call, on 3/11/23 I told the person calling to take my number off the list.All was quiet until Sunday 3/26/23 when I received 2 calls and Monday 3/27/23 (today) receiving another 2 calls within an hour and a half of each other.At this point, I would like the call spamming to stop.

  

  Business response

  10/16/2023

  Date Sent: 10/13/2023 7:32:45 AM
  Your information was removed in our system on 10/6/2023.

  Customer response

  10/16/2023

   
  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

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The issue involves a $28,000 roofing project with a 50 year rated shingle and a 30 year none pro rated warranty. The project was completed in July of 2017. ***** started to show up in July of 2020. I contacted the company (with a great deal of one sided attempts on my part I might add) and submitted photos of ceiling stains and relayed the issues to them. They were totally none responsive to the problem. Fast forward to January 2023 with a warmer than normal winter and now the roof has begun to leak again and the leak is such that there are multiple stains all over the ceiling not to mention water puddling on my hardwood floor, running down and inside a very expensive replacement window in the wall with the ceiling starting to sag and pull at wallboard nails creating pucker which tells me that insulation is soaked and black mold will soon begin to form. Finally contacting them in the first week of January they respond by sending out a roofer to access the problem and he was quite nice and took pictures of the roof problem and said it would be spring before they could do anything about it. ****** has arrived and showers of late have truly exacerbated the problem and again am getting the complete run around on calls but they have the audacity to begin their recorded greeting by always asking "how can we make you smile today" because you can never be answered by a real person. Leaving a message always gets you no response (unless the call center calls you wanting to know if you want another project done in your home). A gutter project from this same company in 2017 resulted in an unresolved leak on a gutter which became a complete runaround with them sending out people for three different assessments with no resolution. I ended up hiring a gutter contractor to fix the issue and paid for it myself. That was fairly cheap where as this roof issue will not be, and the longer it goes, the more damage it will create.

  

  Business response

  01/03/2024

  Hi there! I'm reaching out to confirm for a service appointment that is scheduled for 4/10/24 with our service technician to do repairs on your roof. We do appreciate you being patient and waiting until the springtime when the weather conditions will be safer for ************** to work on the roof. If this is any way incorrect and a different issue needs to be resolved, please call me, ********************************** at ************ or ************************* directly at ************. I also left you a voicemail at ************ to confirm this information. Thank you! 

  Customer response

  01/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.If they do not follow through on their commitment I will be prepared to file another complaint but for now I am satisfied.
  
  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. ↩