Complaints
This profile includes complaints for Poulin Design Remodeling, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:09/05/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have asked Poulin to install a solar panel system on my roof. I have been told I would not be paying a lot for my electricity. For the past 2 months my *** bill came over $100, and I have been trying to call the company and I have been leaving messages, and I never find anyone available, or I never get a call back. I am wondering if the panels are not producing enough to cover my electricity bill. We get plenty of sun in New Mexico, and I did not see high electricity bills last year.
Business Response
Date: 09/08/2023
Hi *******,
Please accept our sincerest apologies for the delay in our response. Our Solar Consultant has called and discussed the increased electric bill with you. The statement indicated that electricity usage has increased by three times, which is why the bill was not covered by solar. Thank you for your patience and understanding.
In the months to come, we hope you enjoy seeing your meter spinning backwards and powering your lifestyle with the sun!! Please let us know if you need anything else.Sincerely,
*** ******
Owner
Customer Answer
Date: 09/08/2023
[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
Date:12/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contracted with Poulin Design Center to partially remodel two bathrooms. The contract was $30,000. Work began June 20, 2022 and was “completed” in September. I was so dissatisfied with the quality of the work that I wrote a letter in October directly to *** ****** expressing my concerns in detail and included the final payment in good faith that matters would be corrected. On November 11th, “*****”, the ******** ******* made an inspection and assured me things would be corrected and he would would be in touch with me on November 14th. I heard nothing until November 23rd (the day before Thanksgiving) when “*****” left a voicemail asking if they could begin work on Monday the 28th. Returned his call to a voicemail on Friday the 25th. and asked for a list of all the items to be corrected and an estimated time frame. As of today, December 30, 2022 I have not heard back from *****. On December 15th I received a letter from *** ****** informing me that I was a priority status, that ***** had already resolved some issues and work with him directly. On December 25, 2022, after still not hearing from ***** I wrote a letter back to *** ****** expressing overwhelming dissatisfaction and sharing the facts with him. I also related that I would be filing this compliant by the end of the year.Business Response
Date: 01/05/2023
Dear Mr. *******,
I want to assure you that our team is working diligently to complete the final items for your job. We have been waiting for all the warranty items to arrive in stock before finishing the repair work so it could be done in one visit, per your request. *****, our customer service manager, has also reached out to you via email on 1/3/22 to finish scheduling the repair since all items have now arrived. Your remodel will remain on priority warranty status until the final list is completed.
Please contact ***** directly regarding your current status and repair scheduling.
Sincerely,
*** ******Customer Answer
Date: 01/06/2023
Complaint: ********
I am rejecting this response because:
Yet another example of ineptness. Yes, i have a response and a scheduled appointment but I’ve been trough this before. So far, all talk no action.
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
Date: 01/11/2023
Hi *****,
I am glad to hear that your final job date to finish up warranty work is on January 23, 2023. ***** will continue to be in contact with you on this to complete everything for your job.
Sincerely,
*** ******Initial Complaint
Date:10/07/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Had bathroom remodel last December, and began experiencing problems with lights they installed. Technician came out and replaced light switch. This has not solved the problem and I called Customer Service on September 22nd and registered my repair order. On 9/26 a technician Kevin called and asked to come that day. I had a doctor's appointment and could not be available. I did not hear from Poulin again and I called Kevin on 9/30 - no answer. On 10/4 I called Cust Service and they said someone would call me back. No one did. I called again on 10/5 both to Kevin (no answer) and Poulin said someone would call me back. 10/6 I called Poulin again and was told someone would call me back. I cannot get anyone to call me back or give me a time when this can be repaired. The last Customer Service person was ill informed and rude when I kept asking if there was anyone else I could talk to. He said no one else was there.Business Response
Date: 11/09/2022
Please provide the customer information so I can respond to them.
Tom P***** **********
Customer Answer
Date: 11/11/2022
Complaint: ********
I am rejecting this response because:
They did not answer the complaint. BBB may provide my name and identifying information so they may contact me directly.
Regards,
***** ****Business Response
Date: 12/12/2022
Hi *****,
I apologize for the missed communication to repair your lights with our team. Kevin, our customer service manager, has informed me that he took care of your lighting issue with our electrician on the week of October 10th. Please let me know if there’s anything else you need. Thank you for choosing Poulin Design Center for your bathroom remodel.
Sincerely,
Tom P*****
OwnerCustomer Answer
Date: 12/13/2022
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.
Regards,
***** ****
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