ComplaintsforImproveIt Home Remodeling, Inc.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Improveit did a bathroom remodel in shower floor and vanity. After removing the old vanity there was problem with wall behind the old vanity the installer informed their supervisor of the problem. I call the company informed them of the problem with that and broken tile on the other side. The company said that they would send out a person to take measurements and find a solution for the problem.The gentleman came out and took measurements and was going to talk with the company about the problem. I have not heard back from the company I sent a text to the number that I have been called from and text from. I havent received a callback or any other communication. I was told by the sales representative that if the found any problems that it would be addressed by the company during the installation. This isnt about the installers they did their job and even informed the company of the problem they did a excellent job my problem is with the company not taking care of a problem that was created by the install. I even told the sales representative that this home was built in 1958 and modern products are a change to match up with it. I spent a lot money on this renovation and cant move forward to finish this project without this being resolved. I would either have them finish the job or refund some of the money so I can hire someone else to finish the job

  

  Business response

  09/13/2024

  Thank you for taking the time to share your concerns and for continuing to work with us as we move forward with your project. We look forward to hearing from you regarding the solutions offered so we can order the correct materials and complete the project to your satisfaction.

• Initial Complaint

  09/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed the contract on July 20. I requested an itemized breakdown of costs on August 6, with the assurance of a prompt response. Despite several follow-ups, I did not receive the breakdown until August 16, which contained an error: an unnecessary third wall. I raised this issue that evening and was told it would be corrected and returned.Over the next few days, I continued to make inquiries and was promised call-backs at specific times, but none were received. I eventually got the revised itemized breakdown on August 26, which had the third wall removed, but the prices for line items 4-10 and ***** had increased, keeping the total unchanged. I addressed these concerns that evening but have yet to receive a response.I had an appointment scheduled for August 30 at 11 a.m. to discuss these concerns. I called at 9 a.m. to confirm, only to be informed that the technician was booked elsewhere by the main office. I now have a new appointment set for September 6 at 10 am, although that has not been confirmed.Furthermore, when the technician came to measure the bathroom, he only measured the window and initially overlooked the shower, which is also being replaced. After I pointed this out, he corrected his measurements. Although this was a minor mistake, coupled with the other issues, I have lost confidence in this company. I asked Improvit! to cancel, but I was told that I could not. I would like to cancel the contract and request a refund of the $285 deposit, though I understand if it is non-refundable.

  

  Business response

  09/09/2024

  Thanks very much for reaching out and sharing your concerns. We appreciate you taking the time to connect with our sales director and keep the lines of communication open and are looking forward to continuing the conversation and next steps. Thank you.

  Customer response

  09/18/2024

  ***** ***** <**************************>
  3:35 PM (13 minutes ago)
  to Better
  
  Dear BBB,
  
  Please do not close this case. I reject the offer. Their response did not provide a solution to my problem. Their response was "Thanks very much for reaching out and sharing your concerns. We appreciate you taking the time to connect with our sales director and keep the lines of communication open and are looking forward to continuing the conversation and next steps. I did take the time to connect with their sales director, and we are still discussing a solution, but I Reject Business Response:  I am indicating that I do not consider complaint #******** resolved. 
  
  Thank you,
  
  ******* *****
  **************

  

  Business response

  09/26/2024

  Thank you again for your response and communication. Our We recognize the work has not been completed yet; our previous response was made in good faith as part of required BBB processes and Improveit best practices to ensure that all parties involved are aware that your project is being given attention and continuing to move forward. To that end, we're pleased to have your project on the schedule beginning October 16 and look forward to resolving your concerns.

  Customer response

  09/27/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ***** **

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me whole kitchen cabinet refacing and quartz countertops for $36,000 to be financed with *********************** The salesman, ******************* told me they didn't use sub contractors that all work is done by company except they sub out countertops with American Granite. However, there were a lot of sub contractors here. I have a lot of complaints with the salesman and the company, like not returning my calls until I contacted the president of the company, as well as several other issues, but with character limits Ill list the most compelling and the issues that need immediate attention. As you can see by the pictures I uploaded the countertops and the installation are a complete mess. The countertops for some reason were made partially flat on the corners, whereas they are supposed to be bull nose shape all around. I want new countertops and for them to be installed correctly. The new stainless steel sink has a defective discoloration on it and one cabinet door has a small cut in it. On two end cabinets they didn't put cornices on top like my old ones had. I contacted the service company for they said they would be billing me in a week. I told them job was not complete and I would not be paying until it is fully completed. They are looking into it. I was mislead on the contract which I felt pressured to sign as it was displayed on ****'s tablet which was difficult to read the several pages in small font. I didn't see the part about having to sign off that the job was completed when only 80% was done, before countertops were even installed. They gave me $7000 check to hold until countertops were completed. As I stated, I expect a replacement of the defective countertops and stainless sink and cabinet door as well as, two missing top cornices installed.Thank You *************************** ************

  

  Business response

  08/30/2024

  Thank you very much for sharing your concerns and for keeping the lines of communication open with us during this process. We're pleased to have connected with you this week about our plan to move forward and resolve the issues, which will include replacing the countertop and addressing your other concerns. We have also shared your comments with our sales team so we can ensure all team members are up to date on expectations for communication. Thank you again for giving us the opportunity to make this right. We look forward to completing your project.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Not All windows were removed as we agreed too, Remove all the windows in the 130 inch x 52 inch space. Was not completed . They only replaced our middle window. I want adjustment made to our loan. I called mutable times not getting any call backs. I want The price adjusted. We only received the middle window.

  

  Business response

  08/23/2024

  Thank you very much for taking the time to let us know about this situation and for sharing your experience with us. Our team is finalizing a plan to resolve your window replacement project. We look forward to connecting with you soon and discussing next steps. We appreciate you giving us the opportunity to make it right.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We agreed on kitchen remodel and signed loan document 3-20-24 Cabinet fronts and drawer replacement started 5-6-24 Island constructed appx. 5 days.After completion of these items Improveit notified the loan company of job completion and were paid.Countertop company came out and measured ***************** came to install countertops but only 2 of the 3 were correct. As of today 6-19-24 I have no sink installed, can't use dishwasher, and Improveit will not return calls. **** and ****.I've have already had to make a loan payment and the job is not complete.

  

  Business response

  06/21/2024

  Thank you for bringing this issue to our attention. This situation falls below our standards of both production and communication, and we appreciate the opportunity to make it right. Our customer service team was pleased to speak with you and schedule a visit for Friday, June ******************************************************************* the right direction. We look forward to seeing you then.

  

  Business response

  07/02/2024

  Our team has coordinated with our countertop fabricator to create and install a seamless countertop for the customer. She has expressed to us that she is satisfied with this resolution.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ImproveIt started the work on the bathroom 1-26-24. They had me sign the contract & wanted me to rate them right then before they started the project. They wanted to send in a 3rd party & I didn't want a 3rd party but they sent one in anyway. The floor guy they sent me screwed up the floor. The electric was not done right by the sink then sent a jason out to redo the electrical by the sink. I had to buy the insulation. The stapled the electric wire to the stud. Jason fixed it. My son had to install the vinyl planks. My Son-in-law put the vainty in & Jason was to put the Plumbing in faucets they were rusty & I told him I did not want them . He said the parts was missing he left & never came knobs on the sink. This morning he texted & &faucet I have them a $20 dep to ImproveIT & the 3rd party $200 I want contacted by the business to get job completed.

  

  Business response

  04/01/2024

  Thank you very much for reaching out to us about these issues. We rarely involve third-party installers on our projects, and were disappointed to hear that the companies that worked in your home did not uphold the standards of a 5-star experience that we promise. We're happy to have been able to facilitate the necessary repairs and corrections, and appreciate you taking the time to stay in touch with us regarding the progress and resolution of your project. Per our most recent conversations, we're happy to hear you're pleased with the final results and are enjoying your new bathroom. Please don't hesitate to reach out with any additional questions or concerns.

  Customer response

  04/17/2024

  THANK YOU for all your help. Improveit came back out and fixed everything after 2 months of her waiting.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Really bad work. Broke out sewer vent lines then covered it up. lost kitchen ceiling two different times. Stopped up main sewer line with tub pieces. Roto Rooter $441.00 didn't connect cold water lines another flood. Human waste all over 2nd floor bathroom and 1st floor kitchen twice. No licensed plumber on sight or building permit. Used Shop Vac on lead dust. 3 days took 3 mo.

  

  Business response

  09/13/2023

  Hello, and thank you for reaching out with these concerns. Please accept our apologies for this experience, which falls far below our standards, and thank you for the opportunity to make it right. We have already reached out to the installer on your project for retraining, and have escalated this issue within our operations department. We are eager to move forward and correct these issues, and have reached out by phone and email several times since Sept. 6 to coordinate a time for our team to visit your home, assess the situation, and develop a plan. So far, we've been unable to reach you, but we stand ready to help as soon as we hear back from you. Please reach out to us at the contact information provided in our messages at your earliest convenience. Thank you again for giving us the opportunity to make this right.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Improveit to install a walk in shower, after the sales rep finished his sales pitch. The sales rep told me that if the installers cause damage or problems during the install that the company would be responsible to repair it or pay to have it fixed. The installers caused a leak from a pipe and couldn't get it to stop after admittingly using pliers to turn the valve. After they showed me the leak they said "sorry" and walked away and I had to pay a 500.00 plumbing bill to a local plumber to fix it. The company asked for photos and the invoice which I supplied and they admitted on the phone the installer shouldn't have tried to use pliers to turn the valve due to corrosion. I explained that my husband had told the company to shut the water off under the house as all the valves had been recently replaced so there wouldn't be any issues but they didn't do that. It has been 4 weeks now and they won't answer calls nor return any voice messages or text messages. I contacted the sales rep and told him of the dispute and he said we should be made whole and said he would look into it but he has not returned calls for follow up on our complaint either. We paid over $13,500.00 and hired them based off their products and what the sales rep had said. I want the company to reimburse me for the $500.00 plumbing bill that they created.

  

  Business response

  08/10/2023

  Thank you for taking the time to reach out and share your experience so we could take measures to correct it. Our team was happy to cover the cost of the plumbing repair, and we have taken steps to retrain the installer. Please accept our apologies for the error an inconvenience, and thank you again for giving us the opportunity to make it right. 
  
  Sincerely,
  Seth C******** *****
  

  Customer response

  08/16/2023

  I accept the business's response to resolve this complaint as they advised they will be sending a refund of 500.00. I haven't received the check yet but trust that they will complete the process as they have stated.
  Regards,
  
  ***** ********

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January of 2022, they came out to our home for a quote on a new tub. But I had changed my mind because my income had change and I didn’t have the money to pay for it. He told me non, no I would make him look bad. He told me to call in 3 days to tell them no. I did call the next day, but they said I didn’t. Well then they came 3 months and put a shower in. That was not want I ask for. I told him and he said he would change it. But as of right now it is still a shower. And now the shower rod is leaking, and water comes over top of it. The back of shower he left a hole in the wall, and mice and stuff have been coming through it, it leaks in the floor. I had to put a board on it. I have tried to call them and leave messages but they never call back. They have charged us $10,000 for this stand up shower, it is financed through ***** *** Financing, they are owed by ************

  

  Business response

  07/25/2023

  Thank you for taking the time to reach out and share your experience. Our technician was happy to visit your home on July 19 to discuss and resolve your concerns. We are continuing to investigate the discrepancy between your request for a bathtub and the order that was placed for a walk-in shower. We look forward to being in touch soon with next steps to address that as well. thank you again for giving us the opportunity to make this right. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a sun porch built onto my home in 2005 & have had more than 1 problem but the biggest one is the door handle which was exclusive for those doors. I have had 3 thus far & have been waiting on #4 for approximately 10 yrs+! Tho they're expensive I need one because no other handle will interchange with the pattern of holes on that door. I know because when handle #2 bit the dust I took it off & tried to buy something replaceable, nothing will fit! I called repeatedly to get another but per Kathy they were on back order. It was to b in soon. Then I called over 6 yes ago & she told me the company they got them from went bankrupt & was no longer n business but they have a new supplier, that was before I retired which was 2017! Still no door handle! They are cheaply made so they don't last over a month or 2 then we're out of a door again. Before Robert left their company n '17 maybe '18 he came & worked on it for us & hopefully could get it working. It did but we only use if necessary because we don't want to b left with 1 exit/entry door. That was a worry for us I told Kathy because if we needed to get out n an emergency we only had the back door but Kathy suggested going out a window! REALLY!!! We're n our 70's! They're full of excuses more so than customer service! I wouldn't have this company to "ever" do anything again. We hold our breath on this door handle. I even asked for another door with no holes drilled for their cheapo made handles so I could buy a handle of my choice, one that if anything would happen could b replaced. Kathy said NO can't do that! I guess it's better to lie to ppl & fill them with excuses than to take care of customers. This company is a poor excuse & should "never" b in business! This sunporch is a "lifetime warranty" so why am I having to pay for door handles at $50 ea when the warranty should cover it. The rollers on sliding windows were to b checked yrly & replaced if necessary. NOT happened. Disappointed & n need of a usable door!

  

  Business response

  06/14/2023

  Thank you for reaching out and taking the time to share your concerns. Our team was scheduled to visit your home to address the issues on 6/7. Per your request, that has been rescheduled to 6/15. We look forward to meeting with you and determining next steps.

  Customer response

  06/21/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******

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