ComplaintsforSir Home Improvement, Inc.

• 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,
  
  *****************************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract signed 8/18/2020. Project completed 11/13/2020.Total price paid to SIR Home Improvement was $12,899.84. The project was to replace the tub/shower and fixtures, and install an exhaust fan in the bathroom that vented out through the roof. I did not notice the problem right away due to it being winter and not raining until the spring. Once it started raining, I noticed water leaking from the vent onto the floor during each rainfall. I contacted the company several times to have someone come out to seal the roof and was told they did not have a roofer to fix it, but they were looking for someone. Over a year later, and they still had not fixed the roof. March of 2022 I noticed black mold growing at the seams of the ceiling wallpaper that was beginning to peel, and I tore it down to find a larger problem that I had anticipated. I again reached out to the company and they still had no one to fix the problem. I ended up contracting ************************************************** to fix my roof so that no further damage would be done. After the roof was fixed, a tech came out and said the project was too big to complete that day and they would have to come back, another tech came and said it was not something he was able to do, and I was also told they did not have a tech for a while. Finally, after calling and speaking to several different people, someone came out and simply sprayed the inside of the ceiling to kill the mold. No one looked in the attic to see the extent of the mold damage. There is still black mold on the ceiling that is spreading and the company refuses to come back out stating that it is only stain. The ceiling is also soft due to the water damage. They also refused to prime and paint the ceiling, which is what they said is all it needed, stating that it is my responsibility because it was not previously painted, although it was wallpapered until I pulled it down due to the mold. The company is refusing to fix the black mold problem they caused.

  

  Business response

  04/20/2023

  On 3/13/2023, we did come to your residence and sprayed the entire area 2 times. Also, our Operation Director came to you and had a discussion.

  Thank you again and have an amazing day.

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

  Customer response

  04/21/2023

   
  Complaint: 19632630
  
  I am rejecting this response because: the company sprayed the ceiling only one time on only the inside of the drywall. Every other time they came out, either nothing was done, or the appointment was cancelled. I also got no resolution when I spoke to the project manager on the phone. He simply said it was not their problem to fix, it was mine. They did not even check in the attic for additional mold that is likely still there because that is where the leak came from. The company left my ceiling with very large black mold stains and is expecting me to be financially responsible for it, when I am not the one at fault and also already had to pay for the hole in the roof to be fixed. This company is taking zero responsibility for the problem they caused. 
  
  Sincerely,
  
  *****************************

  Customer response

  04/21/2023

   
  Complaint: 19632630
  
  I am rejecting this response because: the company sprayed the ceiling only one time on only the inside of the drywall. Every other time they came out, either nothing was done, or the appointment was cancelled. I also got no resolution when I spoke to the project manager on the phone. He simply said it was not their problem to fix, it was mine. They did not even check in the attic for additional mold that is likely still there because that is where the leak came from. The company left my ceiling with very large black mold stains and is expecting me to be financially responsible for it, when I am not the one at fault and also already had to pay for the hole in the roof to be fixed. This company is taking zero responsibility for the problem they caused. 
  
  Sincerely,
  
  *****************************

  Customer response

  04/21/2023

   
  Complaint: 19632630
  
  I am rejecting this response because: the company sprayed the ceiling only one time on only the inside of the drywall. Every other time they came out, either nothing was done, or the appointment was cancelled. I also got no resolution when I spoke to the project manager on the phone. He simply said it was not their problem to fix, it was mine. They did not even check in the attic for additional mold that is likely still there because that is where the leak came from. The company left my ceiling with very large black mold stains and is expecting me to be financially responsible for it, when I am not the one at fault and also already had to pay for the hole in the roof to be fixed. This company is taking zero responsibility for the problem they caused. 
  
  Sincerely,
  
  *****************************

  Customer response

  04/21/2023

   
  Complaint: 19632630
  
  I am rejecting this response because: the company sprayed the ceiling only one time on only the inside of the drywall. Every other time they came out, either nothing was done, or the appointment was cancelled. I also got no resolution when I spoke to the project manager on the phone. He simply said it was not their problem to fix, it was mine. They did not even check in the attic for additional mold that is likely still there because that is where the leak came from. The company left my ceiling with very large black mold stains and is expecting me to be financially responsible for it, when I am not the one at fault and also already had to pay for the hole in the roof to be fixed. This company is taking zero responsibility for the problem they caused. 
  
  Sincerely,
  
  *****************************

  

  Business response

  05/10/2023

  Thank you for your response.  I will forward to our Operations Manager.

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought window's and they were installed in November but they didn't finish the bay. I was told they'd be back on December 16 th, no call no show. After repeated attempts I finally made contact and was given an appointment for ******** When they came out to finish the install I was told they were going to prop the window on 2x4's ( this was not acceptable). At this point I was told that parts were being ordered to brace under the window and attach to the house and that it would be 2 weeks to get the parts ( that was 4 weeks ago). Now I'm back to playing tag on the phone with promises of I'll look into this and call you back. All the while the front of my house is open through the winter and the bay has a cracked window pane that has yet to be replaced.I spoke with ***** the service manager today 3-7 @ 2:55 pm. She informed me that she is new to the position and has a huge stack of files in front of her. She cannot tell me if the parts were ever ordered and what kind of timeline I am looking at for the job completion. At this point I would like the job finished or my money back for the window and I'll hire a private contractor to finish installing it. I am at a loss why you would sell me a window that you can't install?

  

  Business response

  03/13/2023

  Good Morning ****************~

  We have your braces for your bay window along with your replacement sash.  I left you a message that you are scheduled for Monday, March 27th to complete your project.

  Thank you and have an amazing day.

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

  Customer response

  03/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that if they show up on March 27th and finish the install completely this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer response

  01/03/2024

   
  Complaint: ********
  
  I am rejecting this response because: I filed a complaint, original #********. They said that it would be rectified on March 27th. It is April second and my window sits unfinished. I spoke with ******* the service manager at the end of the day on March 27th because it was another no call no show and he assured me it would be closed in the following day. He further stated that he would personally come and look at the window to see what they can do to make this work ( I am being told the window cannot be supported with the brackets underneath). They were paid for this job in November and I'm still waiting for a window in my living room. I want my money back for the window so that I can hire someone to finish the job.
  
  Sincerely,
  
  ***************************

  

  Business response

  01/03/2024

  Date Sent: 1/3/2024 11:03:00 AM
  Hi there! I'm reaching out to confirm that a service request from April 2023 was completed. Our records show that we were out on 4/29/23 for a service appointment. If this is incorrect and we need to complete the work, please call me, ********************************** at ************ or ************************* directly at ************. 

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: March 21, 2022 The Amount Paid: $10, ****** What Business Committed to providing: Lifetime warranty and 100% customer satisfaction guaranteed Nature of Dispute: Sir Home Improvement installed bath/shower unit. The installed product does not meet customer satisfaction. The product presents safety risk, the material base of tub difficult to stand, shower extremely slippery and cause falls or grip the bar leaving you with only one hand to use for bathing and compromises infection control with panes, these risk and compromises were NEVER predisclosed by the salesman. Over the past several months the customer has reached out to ********************** on muliple instances via telephone, email, on-line chat, a with broken promises that a Sir Home Improvement representative will contact me to resolve, to date the representative has not contacted me to resolve. Account number: 2021 *****************, *******, ** ******************

  

  Business response

  03/17/2023

  Good Afternoon -

  You have confirmed for our service technician to come and assess on March 28, 2023.  

   

  Thank You

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

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went through the local ********** for information on a bathroom remodel. Sir home improvement contacted me and I explained I was no longer interested in an estimate due to finding another company. They have proceeded to call me daily for weeks now even after I've told them multiple times in no longer interested and that the project has been completed. I've asked multiple times to be removed from the call list but still get calls. I feel harassed. Also when I told them the project is complete. They try and sell me windows. I just simply do not want to be contacted by this company ever again! It's a large company so not sure it's this ***************** location exactly contacting me but their corporate telemarketers...I simply want to be left alone from them. This is harassment now

  

  Business response

  02/10/2023

  Good Morning ****************** -

  You are now completely and permanently removed from he call list.  Thank you and have a great day,

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

  Exterior Installation and Service Coordinator

  Customer response

  02/10/2023

  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

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used SHI to remodel my bathroom and it was completed in February 2021. I paid a lot of money for this bathroom, around 16k, and it came with a lifetime warranty which was very appealing but in hindsight not worth the price or headache. I have been trying to contact *** for over two months to have a repair done in my shower. They didnt install shower guards properly and they need to be fixed or replaced. At first they would actually answer my calls, then tell me someone from scheduling would call me back, and they never would. Finally after weeks of this, someone tells me that I have an appointment Jan 4 to have the repair done. No one even asked if this date worked for me, they just scheduled it and never told me. A weird practice but I was off that day so it was fine. No one ever showed up Jan 4. I thought maybe they said Jan 5..Ill wait until then to call. No one showed. I have called so many times since then and no one answers or returns calls. I spoke with someone from their sales team who said they left my information for them but that was weeks ago. Now when I call it rings once and says they will call me back, but they dont. I either want the shower guards fixed immediately or an adjustment to my bill because surely part of the 16k Im paying is for the lifetime warranty.

  

  Business response

  02/06/2023

  Good Morning - 

  Per our conversation last week - you are scheduled for service 2/7/23.

  Thank you and have an amazing day.

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

  External Installation and Service Coordinator

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My shower was installed 2 months ago and I found it strange that the water flow was **** warm. I ask my life to check it out a couple of weeks ago. She turn the k*** all the way to hot and it was ice cold. She put it in the middle and and it was **** warm. It didnt make any sense. She call Sir Home Improvement. They sent a new guy. He said the pipeing in the wall was installed wrong and was laughing about it. He said it was beyond what he could done and he will have them send someone else. Never heard back from them. I figured it might be because of the holiday, so I call today. The secretary blow me off and never call back. I want this resolved. They made sure they get there money, now I want a shower that works.

  

  Business response

  01/05/2023

  Dear Mr. and *********************~

  Our own plumber came to your residence on January 4, 2023 and he fixed the issue and it is now all resolved.   

• Initial Complaint

  10/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my bathroom remodeled. The company finished the job this month in October 2022. The two main issues to date are-1. I was told I would be reimbursed for maid service that was approved by Sir Home Improvement after I submitted receipt of payment to *** in which I did. 2. To date the plumbing under the sink has continued to leak. Now it has warped the new vanity in the bathroom. I have taken pictures of the damage and leaking plumbing and Im not getting any response. I have a newly remodeled bathroom and I cant use the sink and the new vanity is ruined. I need some resolution to this please.

  

  Business response

  01/11/2024

  Hello *****, 

  We would like to get this matter handled as quickly as possible for you. I have reached out by phone and email to you to make contact but have not received a correspondence back. Please contact the office at ********** as soon as possible and we will get you setup with an appointment with one of our Project Managers to get all of your problems taken care of. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased triple pane argon filled windows from ********, with a lifetime warranty. I have 4 windows that have lost there insulating properties. The way I know that has happened is by the windows fogging on colder days. I have sent pictures numerous times. They keep telling me to send pictures. I have had times scheduled to replace windows in which i and my daughter have taken vacation days. every time there is a reason for cancellation. Then I am turned over to another project manager who informs me that my claim was turned down because of lack of pictures. I service person was sent down to get the numbers for the replacements. He asked my daughter questions as if I was lying, I found this very offensive. Now I have been given another project manager who after a month I have had no contact. So last week I contacted one of the salesmen whom I had a phone number. He said he would put in a work order to try to get some answers. this has been going on for well over a year. I have all texts with dates of pictures sent and conversations from numerous people. All I would like is the warranty to be fulfilled. i feel i have been more the fair with the amount of time and with the lies told to me.

  

  Business response

  10/10/2022

  **********************,

  We are attempting to schedule our Window Project Manager to assess your windows. Please contact me ******************************* or ************

  Thank You

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have contacted them numerous times over the past year - including I have called them recently and left messages asking them to call me back. We receive no response. It is in regards to replacement windows that they installed into our home that have a lifetime warranty. The windows now have a cladding problem. **** from Sir was out to my home on July 15, 2021 and stated that yes - there were some issues with the windows and repairs were needed. **** documented all of the information including photos. He indicated that this would be passed on to the warranty department. We continued to call on a regular basis for updates on the status. We received numerous ridiculous excuses and promises but to date nothing has been done to resolve the problem. They admitted that there was a problem and that the necessary supplies to complete the repair had been ordered but to date we have not received any updates or responses regarding the status of the resolution for the problem. We have all of the original transaction paper work showing the details of the agreement - The BBB needs to investigate.

  

  Business response

  09/29/2022

  ****************,

  Thank you for being a valued Sir Home Improvements customer. We will be happy to resolve your service issue. The contact information for service is ************ or *******************************.

  Please feel free to reach out to us.

  Tell us why here...

  Customer response

  09/30/2022

   
  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

  10/03/2022

   
  Complaint: 18042846
  
  I am rejecting this response because: 

  Please do not close this - the response below was made in error.  I am in the process of reaching out to SIR Home Improvements for further assistance with this matter.  Repairs have not been made yet.

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  This is an error - please do not post.
  
  Sincerely,
  

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

  
  

  

  Business response

  01/03/2024

  Hi there! My name is ********************************** and I'm reaching out in regards to the conversation I had with ************************* on 1/3/24. The service issue was completed on 7/27/23 and the homeowner is satisfied. If this is incorrect and more work needs to be done, please call me back at ************ or ************************* directly at ************

*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. ↩