ComplaintsforDreamstyle Remodeling, LLC

Bathroom Design

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Initial Complaint
09/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We signed a contract for window/door installation on 03/04/2024 with Dreamstyle windows. The work was started in June, but never completed. The front window trim was never finished, and metal flashing was supposed to be installed, but was not. The back screen door has parts still missing- the screen door stop and the screen door rollers. I called them several times and finally filed a complaint with the Arizona Registrar of Contractors, but so far nothing else has been done and Dreamstyle has not attempted to get in touch or correct the problems. The inspection is not due until November 12, 2024. We would like the company to finish this work, or else we can hire someone else to complete it and ask Dreamstyle to compensate us.
Business response
09/10/2024
General Manager stated the customer will be receiving a call to schedule completion.
Customer response
09/20/2024
I am letting you know that my complaint against Dreamstyle Remodeling has been resolved to my satisfaction. The company has spent 2 days correcting and completing their work.

I appreciate your help in this matter.

Sincerely,
****** ******
Initial Complaint
08/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Lack of communication from Company with regard to warranty and fixing faulty materials.
Business response
08/12/2024
Our Operations Manager and Project Manager have been attempting to contact homeowner to schedule warranty work. Materials are in stock and ready to be installed to address warranty concerns.
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We contracted with Dreamstyle Remodeling company to have our Master bathroom remodeled in August 2020. Our tub/shower area, vanity were to be demolished and replaced with a wall system; shower with shower arm cradle with hose. Installation was completed in October 2020. In January 2021 we placed a call to report that the shower head was leaking. This issue was rectified in a timely manner. We placed our second call in June 2023 to report that the shower head was leaking and this issue was rectified in a timely manner. Since June 25, 2024, we have made 5 calls and 1 online service request and as of 7/29/24 we have not received a return call.
Customer response
08/19/2024
Hello Dispute Resolution Department:

Thank you for your follow up email.

My husband received a call from Doug of Dream Style on 8/14/24 at 10:42 a.m. He stated they have had personnel (staffing) issues and would discuss our situation with the Project Manager and we should get a call from the Project Manager. As of today, August 17, 2024, we have not received any calls from Dream Style.

Thank you,

***** & ****** ********
Business response
10/02/2024
It looks like the Project Manager still cannot get a callback form the customer.
Here is the call back information to provide to the client:
Koby W*****
Phone- ###-###-####
Customer response
10/04/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***** *******-********
Initial Complaint
08/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
purchased two should installs on 7/21/2020. we paid 25,228 dollars , install took place about 12 weeks later. all was fine until glass shower door shattered at 5am on july 12, 2024 without there being a previous problem. I have reached out 9 times with phone calls and have not received any resolution of problem. I have a copy of a lifetime warranty issued to me on day of purchase. I am just wanting someone to at least call me with next steps and plan for fixing the problem. i had to leave messages on answering machine the first 5 calls and have spoken to secretary the last four. messages are taken and i am told a call back will be coming. on 6th call was told some one would return call within 48-72 hours , this did not happen so more calls from me.
Business response
08/08/2024
Our service tech is scheduled to visit the homeowner to assess the damage and place the order for a new door. Once door is received homeowner will be contacted to schedule installation.
Customer response
08/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*** *******
Initial Complaint
07/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 6/6/23, we met with dreamstyle consultant **** *******, after a lengthy consultation, measurements, cost, and pictures of before and after pictures, **** designed an agreement, we could widen our walk-in shower by 3" more. Between June and July 17/23, we were in contact with **** about fixtures and if we could get our contract sent to us via email and paper for us to file. On Aug. 17 & 18/23, our 28 1/2" tub was remodeled to a walk-in shower. On 8/18/23 via txt we informed **** that walk-in was more narrow. On 8/24/23 taking our 1st shower, walk-in was leaking from the bottom, we reached out to contractor named ******, he came on 8/30/23, a clear plastic strip was put that we told him we were not satisfied, and that we needed to speak to a supervisor, were told that supervisor *** would contact us. On 9/6/23 *** spoke with us and said issue would be fixed, contractor ****** came by on 9/7/23, an adhesive chrome strip was placed, that we told him we weren't satisfied, and wanted a solution on walk-in being to narrow. On 9/8/23, we txted ****, that we still didn't have contracts and we needed to speak to a project manager, we were still not happy with walk-in. We 1st made contact with *** ******** 9/21/23 via txt, informed him that we still hadn't gotten contracts and the issues we were having with walk-in. Between 10/13 thru 11/17/23 via txt or phone we were in contact with ** ******* of issues. On 11/27/23 ** ******* came to our home, pointed out our dissatisfaction, per him, he was going to get with contractors to fix our issues. On 1/5/24, 1/23/24/, 1/31/24, 2/9/24, we kept via txt reaching out to ** ******* for a resolution on our dilemma. On 3/1/24 we had a 3rd party reach out to ** ******* to get copy of contract, which we got same day. On 3/15/24 ** ******* reach out, working on a solution. We have reached out 4/12/24, 5/2/24, 5/10/24, haven't heard from anyone, last time we reach out to ** ******* still very politely and haven't heard back was on 6/5/24.
Business response
07/19/2024
Our project manager has been in contact with homeowner to discuss a resolution to their complaint and will be reaching out before 7/22 to schedule the service work.
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid $10,000 for a shower remodel, however this price did not include the shower door. It is very difficult to keep shower curtain inside the shower, bottom lip is 1.5 inches. I was thinking that this was all inclusive. Beware, they will take your money and screw you with it. I’m more than angry, I reported this to Attorney generals office, their response,” Item not in contact “. Don’t use this company.
Business response
07/11/2024
Shower doors are not included nor was one selected to be installed as part of the contract. The Sales Manager has made multiple attempts to contact customer to assist in selecting a shower door to purchase with no luck.
Customer response
07/12/2024
Complaint: ********

I am rejecting this response because: They stated that they made several attempts by marketing to call me regarding this matter, that is an outright lie. I deliver for income supplement and always have my phone, no voicemail received from them either. I paid $10,000 cash for this remodel and closure is not included. I was lead to believe that this was all included.

Business response
07/18/2024
Sales manager will continue to attempt to reach out to discuss available options for purchasing a shower door.
Customer response
07/19/2024
Complaint: ********

I am rejecting this response because:
I was lead to believe that remodel was all inclusive. $10,000 cash I’ve paid, not ONE phone call to me from them, that statement is an outright lie. This company is a fraudulent company and did NOT provide all to complete the job.

Regards,

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

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Business response
07/26/2024
Attached is a copy of the contract indicating no shower door was included in the contract. We have also attached a copy of the installation checklist and Certificate of Completion signed by the homeowner indicating that the project was completed to their satisfaction. Our Sales Manager has made multiple attempts to contact the homeowner to discuss options to purchase a shower door; a copy of the call log is attached. The Sales Manager can be reached at ************ extension *** in the event his calls and messages are not being received.
Customer response
07/31/2024
Complaint: ********

I am rejecting this response because:
I have NEVER been contacted, no voicemail or email or message from this company, furthermore I was lead to believe that the shower remodel was complete…with closure/ door. $10,000 is a lot of money for an incomplete job!!!!

Regards,

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

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
POOR STUCCO WORK THE STUCCO STARTED CRACKING ABOUT 6MONTHS AFTER COMPLETION. THE WORKERS CAME SEVERAL(10 TO 12) TIMES TO FIX CRACKS BUT THEY CONTINUED TO RE-SURFACE AND NOW IT HAS GOTTEN SO BAD THAT THE WINDOW IN LIVING ROOM IS NOW LEAKING INTO THE HOUSE!! THE WORKERS HAVE MADE PROMISES THEY ASKED US NOT TO GIVE THERE NAMES THEY SAID THEY WOULD TAKE CARE OF IT.
Business response
07/15/2024
Stucco has been patched and manager is working on a resolution.
Customer response
07/26/2024
BBB,
I FILED A COMPLAINT WITH YOU ABOUT DREAMSTYLE. THEY HAVE NOT COMPLETED THE REPAIR. PLEASE OPEN ANOTHER COMPLAINT.DREAMSTYLE DID COME AND PATCH THE WINDOW AREA BUT HAS NOT COMPLETED THE PATCH WITH COLOR TO MATCH THE STUCCO OR RELACED THE WINDOW THAT THEY A SAY NEEDS TO BE RELACED AND THEY SAID THEY WILL ORDER WINDOW BUT HAVE NOT HEARD BACK FROM THEM.
******** *********
**** *****
###-###-####
Business response
08/01/2024
Manager has been in contact with customer and windows have been ordered and installation is scheduled for the end of the month.
Customer response
08/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

**** *****
Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased new windows for my home for roughly $20,000 from Dreamstyle 3 years ago with the promise of a lifetime guarantee. Their installation had issues with using the wrong caulking, which caused severe discoloration. They came out with a solution of covering the caulking and asked us to call back if the discoloration was an issue. One of the windows broke along the frame, and appears to be a defect that should fall under the warranty. After several calls and messages they are refusing to call back and told us they no longer sell *****. It is not our fault they decided to stop carrying a product they promised us would be covered.
Business response
07/09/2024
Our Operations Manager is working closely with our General Manager and will be reaching out to customer to discuss a resolution.
Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Had 4 panel windows installed October 2021 Have had constant and continuous issues with windows when company come out to fix issues they make them worse such as going months with out being able to lock the sliding glass doors and water leaking though top of doors though frame of windows
Business response
07/08/2024
Our service tech visited the customers residence and provided the Operations Manager with pictures and video of the issues. The Operations Manager is reviewing and will be in contact with customer to resolve once completed.
Customer response
07/24/2024
Refilling Had 4 panel windows installed October 2021 Have had constant and continuous issues with windows when company come out to fix issues they make them worse such as going months with out being able to lock the sliding glass doors and water leaking though top of doors though frame of windows. Worried about additional structural damage to my home due to having windows improperly installed. Have been in touch with someone within the company but not giving any resolve as of yet.
Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We had Dreamstyle remodel our master bathroom. The contract was signed in January of 2020 and the work proceeded several weeks after that. It was completed in 2020 at the cost to us of $41,000. The shower wall material was a Kohler proprietary product called Serica. We were satisfied originally with the material, however starting this year, the material's color has started to flake off. Since one of Dreamstyle's main selling points was its lifetime warranty, we called them, starting in January 2024. A Dreamstyle technician came to our home and confirmed the problem. Since then, Dreamstyle has gone incommunicado. We have emailed and called multiple times, and they no longer respond. We are being ghosted by Dreamstyle.
Business response
07/01/2024
Our project manager is working with service tech to find a suitable wall replacement and will be reaching out to customer to discuss.

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