ComplaintsforYour Home Improvement Company, LLC

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repeatedly not showing up for appointments. When they show up theres never a solution. And today they said they lost the replacement parts and have to make new ones. Your Home Improvement Co. Never calls in a timely manner when they are obviously not going to make appointments and are very rude when you have complaints. *** missed multiple days of work because of these issues and they dont seem to care at all. Im out another 1400$ for missed work. Please just finish the job!!!! P.S its been at least 8 months and still counting. Just to get two windows fixed that they installed.

  

  Business response

  07/16/2024

  We do regret the delays with completing ********************** project. Manufacturing delays, labor force issues and items lost in transit are all out of our control unfortunately.  We will complete this project as expeditiously as possible once the replacement sashes are in ******. We encourage ****************** to reach out to our Service and Warranty team at ************ option 2 for any and all service concerns. 
  
  

  Customer response

  07/16/2024

   I am rejecting this response because

  Out of your control- receiving parts and losing them, not calling to let me know you cant make an appointment multiple times, improper installation.

  
  

  

  Business response

  07/26/2024

  We have always contacted ****************** in as timely a manner as possible when we have had scheduling issues. Our records show we have called ***************** each time there was an issue. We do apologize ***************** does not feel this communication was effective. We are reviewing this ******* internally to assess our communication processes.  Our service report for Mr.******** ******* does note additional work besides the sash replacement in question. We will perform this work as part of our honoring his warranty coverage.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We bought replacement windows from Your Home Improvement Company 1/28/2016, they were installed 3/29/2016. We also have a lifetime "customer satisfaction warranty." We have had nothing but issues with these windows. We had windows replaced due to moisture between the glass, the window cranks breaking all the time, the windows not opening & closing correctly, & warping. Over the years it has taken multiple calls & anywhere from months to over a year to get the repairs completed.I contacted the **** of *** Trade and Consumer Protection in **********. They reached out to ****. **** stated the cranks failed due to "misuse or abuse". I don't think opening & closing my windows is anything other than "use". The issues are all YHIC. We've been waiting over a year to get my windows repaired! They did come out shortly after WDATCP contacted them & added insulation & wrapped most of the windows due to what they said was improper installation. At that time they also took one window out & realigned it. This was in April of 2024, after over a year of calls to them regarding some windows not closing probably & warping that had occurred with almost all of the windows. To fix the warping, they just caulked over the quarter-round, rather than reinstalling them. After they did this work in April, we have not heard anything from them, even though we still have one window that will open but won't close properly (the gears are stripped) & another window that won't open at all, due to the locking mechanism being broken. These two windows have been in this state since early spring of 2023. They claimed they had to order parts. They claim my house is "settling" & made of stucco, it's not! It's concrete built in the early 80's, it settled a very long time ago. They claim we're abusing our window cranks. We are not, we just open & close the windows on the house when we want. The cranks are failing because some of the windows are *************** can't close them!

  

  Business response

  07/10/2024

    We have always complete **************************** warranty services as expeditiously as possible based on the severity of the service needs.  Manufacturer time, shipping, and work force availability impact the time for service completion.  We feel we have honored all warranties as contracted when the remodeling proposal was signed, and will continue to do so.  We have investigated this customers file in depth and see nothing that would warrant a refund. We have reached out to ************************ and have an appointment scheduled for 7/12/24 to correct his current service concerns. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In late summer of 2023 I contracted with YHIC to replace four large windows on the front of my home. After months and months of delay, installation was completed in February of 2024. Since then, the windows leak every time it rains. For the past month and a half I have been contacting YHIC for a repair under their worry-free warranty and have heard nothing from their scheduling department, despite weekly phone calls. I want my warranty to be honored, my windows to function, and failing that, my money back.

  

  Business response

  06/21/2024

  We reached out to ************** and assessed this service on 6/20/24. We expect to return on 6/22/24 and resolve her issues. 

  Customer response

  06/21/2024

   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.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The contract started 0 1-5 2024, to install a walk in bath tub. Install date was to be about March 15/20th. On approx. March 20th a man by the name of **** came to start the project, he looked over the bathroom and then informed us that new tub would not fit. I then called my salesman *************************** and spoke with him and told him of the problem. We had kind of a heated conversation, I request a refund at that time and he said there was no way we could get a refund. Since that time I have e-mailed. called him several times ,called the company several more times and they keep saying some one would call . To this date of June 11 2024 there has been no call of any kind. we have lost all confidence in this company and at this time we request a full refund, We even drove to the company store at ***********************************************************, witch is 140 mile drive away and found them closed for the day. We feel at this time there has been enough time for them to respond to our calls. You can call me at ************ Thanks *******************

  

  Business response

  06/21/2024

  We did reach out to **************** in an attempt to address his concerns and discuss scheduling.  We did not get an answer from the phone numbers we have on file. Unfortunately there is neither voicemail or answering machine for either number . We ask that **************** call ************ at his earliest convenience to  discuss this with the local management team. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been waiting over eight months for this work to be finished and items on the knock list to be corrected. The contract completion date was in September of 2023. All attempts to contact the company have been difficult if not impossible. Each time they WERE contacted I have been met with yet more excuses and/or delays. The last contact I had with their representative resulted in me giving them until May 24, 2024 to complete the work and correct any issues before I contacted another contractor to complete the work. That date has now passed and I wish no further contact with YHIC nor am I willing to provide any further payment.

  

  Business response

  05/29/2024

  While we do regret the inconvenience this has caused ****************** we are honoring our contractual obligations to him. We have completed the vast majority of this contract  with  one door to install and two warranty window sashes to replace as the remainder. At this time we do have the door and one of the sashes. The other sash was lost in transit and we have re-ordered it with a rush status.  We are trying to schedule the installation of the door and the sash we do have. None of these delays warrant a dissolution of the contract. 
  
   

  Customer response

  05/29/2024

   I am rejecting this response because:
  This is the same tired line I have gotten since last October. Each time I have been lucky enough to contact YHIC they have yet another excuse as to why they are nine months past the contracted completion date. They are in breach of the contract. I am beyond done with this and have been in contact with another contractor to do the work. I do NOT want YHIC anywhere remotely close to my property. 

  After they have incorrectly measured and built the original door, built my storm door upside down and incorrectly measured and built two sashes as well as poorly installed screens, why on earth would I trust them to do anything else?

  
  

  

  Business response

  06/06/2024

  We fully acknowledge the regrettable delays in completing this project. As previously stated none of these delays warrant a dissolution of the contract and do not fall into the category of breach of contract.  We would also ask that ****************** reviews his contract in regard to the Additional Terms detailed on page 6-line item 6, which discusses events beyond our control.   If ****************** opts to deny us access to finish this already substantially completed contract we will be forced to seek other remedies to recoup monies owed to us.  We have reached out to ****************** in an attempt to find a mutually agreed upon resolution. As of the time of this writing he has not called us back.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 2 doors installed in my home. A front door and a patio door less than a year ago. With the last snow storm my patio door back piece pooped off with the storm and I have been waiting for almost a month for someone to come look at it to either fix it or replace it. I have been less than happy with my patio door due to the trim and now this. The patio door does not seal now with this piece not in place and I have contacted the company 3 times and get the response that someone will reach out to me when they are in my area. Nobody has and its been almost a month now. I really just want my new door fixed and nobody in this company seems to care now that they have their money.

  

  Business response

  05/03/2024

  A member of our management team reached out to  ******************* today and this repair is scheduled for Monday 5/6/24. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 7, 2023, Your Home Improvement Co. (YHIC) installed a shower stall for me. I paid ******. I followed the instructions regarding how long to wait before using the shower stall. When I began using it, it leaked between the shower base and the bottom of the door. I contacted the company, and they sent a technician on 6/27/23 to inspect the installation. He found that new parts would need to be ordered and sent pictures of the needed parts to his boss. On 8/18/23 we got an email from YHIC customer service saying that the materials for our project had been ordered and orders typically take several weeks to arrive. On 9/7/23 I got an email from **** saying "their vendors were working diligently to produce the needed materials". On 10/26/23 I sent emails to customer service asking if there had been any progress. I got no response. I called customer service in late December 2023 and was told that the products had been shipped on Dec. 21. I called in Jan. 2024, and they said that they had no conformation that the materials been delivered to ******** and that the responsible manager in ******** had left the company so that they would have to contact a regional manager. On 2/27/24, I called customer service and was told that they had no conformation the materials were delivered, and she would contact the regional manager and I should be contacted in 2-3 days. On 3/1/24 a technician came to the house to look at the shower. He came back on Mar. 7 and after adjusting the door he could not stop the leak and some parts were installed wrong. He said that he would tell his boss that new parts might need to be ordered. I called on 4/16/24 to check on the order and was told that their records showed that the door had been repaired. I told them that was not the case. They followed up with and email on 4/19/24 saying that their local production manager would contact me. To date (5/1/24) I have had to not been contacted.

  

  Business response

  05/06/2024

  A member of our senior management team reached out to *************** today. His concerns were discussed and an action plan was created to correct them. We have ordered the material required to correct his concerns. He was also given the contact information of that senior manager as his go to person for the duration of this warranty service. 

  Customer response

  05/13/2024

   I am rejecting this response because: Although the contact with the company said that they would order the materials to fix this problem, this is the forth time the company has told me that.  I won't be satisfied until the problem is fixed.  This would be the forth time that they will be coming the fix the problem.  At this time, 10 months after the first worker came to fix the problem, this problem is still not fixed.  I would like the complaint to be kept open until the problem is resolved.  I don't want to have to open a new claim when they fail, like they have 3 times already.
  

  

  Business response

  05/14/2024

  We did order the material for this service on 5/6/24. We received an ETA from our vender today of 6/7/24 for these parts. We did put a rush order on the parts. However, due to the custom nature of shower doors this is the shortest ETA we could get.  I called and updated the Taylors; they will have also gotten an auto generated email advising the same ETA.  We completely understand ******************** misgivings at this point. We are also very confident we will resolve this matter successfully and quickly after we receive the parts. 

  Customer response

  05/16/2024

   I am rejecting this response because: Although I am satisfied with the answer at this time, I do not wish to have the complaint closed until the final completion of the problem.
  
  
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company did not install proper trim and sash around window they installed. Company ordered trim. I tried to schedule installation of final product but was not able to get someone. I left voicemail and talked to multiple staff. I was promoted I would get a call back after some investigating in to what the problem was. Never got a call back. I have called multiple times over the months with no progress or calls back on what the hold up was.

  

  Business response

  04/12/2024

  Members of our management team will be reaching out to ********************* to find resolution to her concerns.  

  Customer response

  04/18/2024

   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.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were walking through the mall in ******** ** and there was a drawing going on to get your bathroom remodeled and you would get a certain percentage off it your name was drawn, so we put our names in and we got a call and they wanted to come out and see the bathroom we wanted remodeled. Because of the price we only went with the shower and I wish we would have stuck with no but we felt pressured because the salesman said we had to make a decision that day or we would not get the discount. We said yes to the shower and we chose the wall and shower head which was supposed to be a rain shower head with a valve and a shower wand. On December 14th they came out to install the shower. After they were done and left. My husband and I were looking at the shower and noticed the shower head is not a rain shower head and when my husband stands in the shower his head hits the shower head and when looking under in the crawl space they did not install the pex pipe we paid for too and when we went to try the shower out we found that we did not have hot water. We knew with it being close to Christmas and New Years that we probably would not hear from them for a while. We left phone calls with the contractor and the plumber, the salesman and none of them would call us back and this is all from December 14th January 18th no one would call us back. So I looked up the company and found emails for managers and contacted them, after getting told by 5 people that they no longer work for the company and that their emails are still on the website I got ahold of someone on January 18th. I have all of the email from my conversations with the at the time regional manager. I finally got a phone call on January 19th and set up an appointment for the contractor to come out and see what all is going on. The contractor agreed that it was the wrong shower head and does not know how it got messed up as the one on the order form is the correct one and does not know how they grabbed the wrong one and confirmed the height of the shower head is way too low and confirmed that there is not any pex pipe. They put in a new order as they are going to have to replace one of the shower panels to fix the height of the shower head. We got an email confirming that the order was placed. We heard nothing from them from that day since. I had to email the regional manager on March 11th asking when we should expect a phone call from them to make an appointment to come fix these issues. I got a call after emailing again on 3/18/2024 to schedule an appointment. The plumber was supposed to come out 3/20/2024 but never showed up I messaged the phone number I was supposed to be in contact with about the appointment and asked if the plumber was coming, they said they cannot get ahold of the plumber and do not know where he is. The plumber never showed up. They said they would just send a different plumber the next day with the contractor to get everything fixed at once. The next day 3/21/2024 the contractor called and said he was leaving ******** and headed our way and asked if the plumber got everything done, I informed him that the plumber never showed up, so he called his company and then called me back and said they are searching for a plumber to come out as they did not get one scheduled. They found a plumber and the contractor showed up and was very confused as we explained everything that they agreed to fix and then informed us that they cannot do anything today as they do not have the correct shower head and or most of the stuff that is on the order form to get fixed. We found out from this new contractor that our old contractor got fired and then I also found out that the regional manager Ive been in contact with also is no longer the regional manager. This is some of the conversations that I have had with at the time regional manager.After everything that went on and how not just one thing got messed up but that pretty much the entire shower did not get installed correctly I emailed the old regional manager and said that I would like a discount as to me its seems warranted, he said he said he completely understands and could possibly work something out and asked me what number I have in mind for the inconvenience that we have had, we are paying $15,763 just for a shower so I asked for $3,500 off. The regional manager at the time never responded this was on 1/24/2024. I emailed again asking if he has had a chance to look at the previous email on 2/18/2024 still no response. I emailed again on 3/11/2024 asking when we should expect a phone call to get the shower fixed, still no response. I emailed again on 3/19/2024 and thats when I finally got a response and informed that there is a new regional manager and that he will be giving me a call to talk with me. It is 3/22/2024 and I still havent gotten a phone call. I was told by the previous regional manager to reach out to him with any questions so I did as none of the other people working for them would call me back. I have been polite and patient but I am very frustrated with this company.

  

  Business response

  03/26/2024

  We did schedule this service for completion. However, on arrival it was determined additional parts would be needed to complete the service.   We informed the customer of this on 3/22/25. As soon as the additional materials arrive we will call to schedule completion of this service. 
  
   

• Initial Complaint

  01/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Early Jan ****. We signed a contract in September 2023 stating windows were a set price and install I'm November. The sales guy and measure guy were awesome. Super low key nice people. Price changed and install date changed 2 more times. I didn't think we could cancel since it was MONTHS after we signed. The installers used our tools and vacuum and car jump starter kit. They left food and drink trash around which my 5 year old got into ontop of the actual window mess. They broke my Xbox and got dust all over my TV stand ( couple feet from a window, not under it) my porch door isn't on all the way, no windows are Caulked / finished. They left tools around the house, flooded my basement toilet. So weeks later thinking they'd show up but didn't i call the manager whom then calls me a liar and his team would "never do this." The manager later admitted there were complaints in the past and the Cree admitted to leaving tools behind and an unfinished job. I wanted an apology and conversation and instead I get called a liar for then destroying my property, raising the final price and not completing a Job.

  

  Business response

  02/07/2024

  At this time, the Project Manager ***** was looking into this matter further, and we are working to come up with a resolution to present to the customer. Once we have a resolution, ***** will present it to the customer. We are also going to have the ************** and Warranty Manager ***** do a curtesy outreach to the customer as well. 

  

  Business response

  04/17/2024

  We have been in contact with ************. His service issues are resolved and we will be mailing him a check as agreed. 

*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. ↩