ComplaintsforPoulin Design Remodeling, Inc.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  11/09/2022

  Please provide the customer information so I can respond to them. 

   

   

  Tom P***** **********

  Customer response

  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

  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*****
  Owner 

  Customer response

  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,
  
  ***** ****

• Initial Complaint

  09/29/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I met with a designer at Poulin in Santa Fe NM on April 9th and paid a design fee of over $2000. I was told the amount would be credited to my project if I decided to use Poulin for my remodeling. I did not receive an estimate until 6/25/21. I received one extremely large number for multiple projects. I asked for a breakdown and the designer told me she would get that to me. I never heard anything so I emailed again on 7/12/21 and the designer assured me she was working on it. I never heard from her again. On 9/13/21 I received a voicemail from the lead designer and sales manager for Poulin stating the person I had been working with was no longer with the company and he was trying to figure out the status of my job. I called him back and told him my story, he apologized and told me he would talk to the owner about getting me a refund for the design fee. I have never heard anything from Poulin since. I can provide all email correspondence and the voicemail the sales manager.

  

  Business response

  10/04/2021

  Hi *****,
  
  I wanted to apologize for the delay in getting you refunded. After our sales manager talked to you on the phone in mid-September, he submitted your information to the accounting department to issue your refund. We have on our records that he called several times and was not able to talk to you on the phone to issue the refund. Once we received this complaint, our sales manager called you again to get your card number, and our accounting department issued you a refund.
  
  Again, I apologize for the delay and inconvenience and would like to wish you the best in your upcoming remodel.
  
  Sincerely,
  Tom P*****

  Customer response

  10/04/2021

  
  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,
  
  ***** *****

*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. ↩