Business Profile

Construction Services

ImproveIt Home Remodeling, Inc.

Complaints

This profile includes complaints for ImproveIt Home Remodeling, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

57 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:12/15/2022
Type:Product Issues
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.
On June 6, 2022 this company was contracted to replace the tub and shower with a walk-in enclosed shower for .. $12,796.00. $6,398.00 was given as a deposit the remaining $6,398.00 was to be paid upon completion of the job. After several phone calls and speaking with several people I was told that the company was waiting on parts to arrive. After 6 months I have not been given a start date or completion date. Because of deteriorating health there is now need for the walk in shower or desire for this company to do any work. I have asked this company to refund my $6,398.00. As of today December 15, 2022, I have not received my money or any communication regarding my refund.
Business Response
Date: 01/01/2023
Thank you for continuing to communicate with us about the status of your project. Per your contract, we anticipated installation within 16 weeks of the agreement. At the 14-week mark, our staff reached out to communicate a short delay (approximately 3 weeks), and received approval to move forward with the project based on the new timeline. We stand ready, willing, and able to fulfill your contract as agreed, or using any of the several options we’ve discussed for an amicable resolution. Please reach out to me at your convenience to discuss which option will work best for your current needs.

Sincerely,
Seth ********* Improveit Home Remodeling
Customer Answer
Date: 01/05/2023
I am rejecting this response because: The company made no attempt to issue an installation date, either by phone, text, email or mail by the US postal system. The company did not respond to several calls asking for an installation date. Because of the long delay my brothers medical condition deteriorated so because of medical reasons the project was not needed therefore we requested a refund. After several phone calls and no installation date BBB was contacted. When BBB was contacted the business made several attempts to resolve the issue. We were given 3 offers of resolution none of them was acceptable.

Regards,

****** * ****** ******
Customer Answer
Date: 01/11/2023
1.11.2023 BBB was notified by consumer that parties reached an agreement.
Initial Complaint
Date:11/29/2022
Type:Customer Service Issues
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.
On 27 May my wife and I entered a contract to have our bathroom remodeled, with the company lised in this complaint. We were told that the install would be accomplished by the company's "Master Craftsmen"; however, on 6 October 2022, a subcontractor was sent to do the install. As of the filing date of this complaint, the bathroom is STILL not completed. Here is a listing of issues: 1) We have a shower basin and sidewalls installed, but no glass surround or shower door. 2) The plastic sidewalls were cut on the wrong side leaving an unfinished edge. 3) The shower pan has an unsolid feeling when stepped in, it should feel solid, not like you are going to fall through. 4) They never installed a new sink 5) A light above the shower was installed, but does not work and never has. Also appears to be wired to the wrong outlet. 6) Subcontractor disconnected toilet, did not reconnect it and left urine in the bowl. I personally had to carry the toilet downstairs and dispose of it as the smell became putrid. This is also a HAZMAT issue, as spilling anothers human waiste is quite unhealthy, and caused me to have to purchase another toilet. 7) The safety bar in the shower is set very low, like it was installed for a 5 year old. 8) The showers corner piece has the main coating coming offf the plastic. 9) The company processed the loan paperwork and received payment from ******** Financial, causing us to have to begin payment for a project left incomplete, and unusable We have made numerous attempts to contact the owner of ImproveIt! on a weekly basis, but each time are provided a different "Customer Service" manager who says they will fix the issues, but still we are left with broken promises, and an unfinished bathroom that we are paying for. I have attached the contract and photo's of the project as it was left.
Business Response
Date: 12/02/2022
Thank you for taking time to reach out to us here, and for continuing to stay in communication with us as we've worked diligently to resolve your concerns over the last several weeks. To ensure every component is properly installed, we have your project scheduled for a complete redo beginning on December 5, and look forward to completing the project and correcting all issues and concerns at that time.

Sincerely,
Seth C*******, Improveit Home Remodeling
Customer Answer
Date: 12/07/2022
Though they did come out and replace some of the shoddy work that was originally done. They STILL have not fixed the light above the shower, or installed the glass surround and shower door. The only excuse I get for the glass surround and shower door is that it shipped. I find it hard to believe a shower door takes 3 months to deliver. I am basically back to where I started with an unuasable shower.

Regards,

***** ***** **
Business Response
Date: 12/09/2022
Thank you for your response, and for continuing to keep the lines of communication open. We hope our team's daily updates to you by phone have been helpful in communicating the supply chain and logistics issues we've been managing with regard to your shower door, as well as updates on the progress for your project. We have additional work scheduled with you for next week, and expect the shower door replacement very soon. Our team will install a temporary shower curtain during our next visit to ensure the shower is usable until the replacement door arrives.
Thank you again for continuing to work with us. We're looking forward to completing your project and resolving all concerns.
Sincerely,
Seth C*******, Improveit Home Remodeling
Customer Answer
Date: 01/16/2023
I believe you charged us for a toilet and toilet install, your company did not provide or install a toilet. I had to do this on my own after your contractors left urine in my old unconnected toilet. Please provide a refund for this charge.

Regards,

***** ***** **
Business Response
Date: 01/19/2023
Thank you for sharing your concern. Our VP of Operations communicated with your wife at the completion of the project, including sharing the attached modification to remove the toilet from the contract. This modification was issued and signed by the homeowner on July 15, 2022, and the associated charge was removed from the loan amount the following week. If you have any additional concerns about the sequence of events regarding contract modifications, financing, or the installation process, we are happy to discuss at any time.

Sincerely,
Improveit Home Remodeling
Initial Complaint
Date:11/11/2022
Type:Service or Repair Issues
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 signed a contract with ImproveIt for ~$30,000 for a shower, tub, and to move plumbing in March. They told me they work with sub-contractors to do the floors, painting, and to install other bathroom fixtures, and that the work would be done in July. There was little to no communication between March and August when they finally had someone to install. The installer showed up, and had the wrong materials for the shower and NONE of the materials for the separate soaking tub. And the Sales guy couldn't be reached about the sub-contractor he recommended that would work with ImproveIt to ensure the full project was done within 1 - 2 weeks from demo to completion. I call and call and call with promises of being called back and nothing. Then I do get someone, and they promise to hand-hold my project (while telling me they DO NOT in fact work with sub-contractors and the sales guy shouldn't have told me that) and I get weeks and weeks of silence again. I called again this week, finally get someone, and they promise to look into it and call me back "in 20 minutes" - but I never got a call back. It is now November, and no work has begun. I paid a deposit of $3,000 and believe I've been scammed. They have no intention of doing this work.
Business Response
Date: 11/21/2022
Hello,
Thank you very much for reaching out and sharing your experience. The material ordering discrepancies that occurred during your project are rare, and we truly apologize for the inconvenience. Unfortunately, the issue required us to reorder your materials, which lengthened the project timeline considerably. Thank you very much for your patience and for taking the time to speak with our team members. Your new materials are due in shortly and we're looking forward to your scheduled installation date of December 5.
Sincerely,
Seth C******** Improveit Home Remodeling
Customer Answer
Date: 11/30/2022
I am rejecting this response because the job is not yet completed and the person who is now handling my project said they will talk compensation/discount after the job has been completed.
I've been on this journey for over 9 months at this point and have been made countless promises that have frankly proven to just be lip-service, so I'm not satisfied YET with just an email response and phone call. I can't just blindly trust the communication, as I've done that 3 times already and Improve-It didn't follow thru.
I will accept the response if/when the job is completed and we're able to settle the matter regarding the compensation.

Regards,

***** *****
Business Response
Date: 12/22/2022
Thank you for reaching out and keeping the lines of communication open. Our team was pleased to be able to finish the work in your home during a recent visit. We’re happy to hear that you’re satisfied with the finished product, and understand your frustrations with the issues encountered during your installation process. We are always happy to hear about concerns like yours, which give us a chance to improve our processes. We’re sorry to hear that the compensation offered during our conversation on December 13 was not accepted. However, your lifetime warranty still stands, and we will be available to honor any warranty claims on your installation going forward. If you would like to discuss further, please reach out to me at the contact information provided during our previous conversations.
Initial Complaint
Date:10/19/2022
Type:Service or Repair Issues
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.
Terrible customer service! We signed a shower remodel project estimate in June 2022 and within a day or two I lost my job. I immediately contacted them and advised of the situation and that we would not be able to move forward with the project as we needed to now sell our home. Even though materials had not been ordered and there had been no cost to the company the management forced us to either pay 10% of the cost of the estimate or commit to a project per contract. We did not have the funds to pay the 10% out of pocket so we went ahead with a scaled down project for one shower which we had to finance. A 6–8-week timeframe for materials was always communicated to us. We then were told after signing on this new contract materials are 16 weeks out and then discovered on 10/14 the estimated timeline for materials is over 20 weeks for this shower to be completed and we are at the mercy of this company to complete this project so we can sell our home. I have been reaching out for weeks (9/30 and 10/14) asking for an update and any assistance to move up the timeline even escalating in writing to the store manager, Randy. I have yet to receive any response or assistance.
Business Response
Date: 11/04/2022
Thank you very much for reaching out with your concerns. Because some of the shower components you selected were highly customized for your space, they called for a longer lead time that was further disrupted by supply chain issues for one of our vendors. The original long timeline, as well as the delays, should have been communicated differently, and we're addressing this internally to improve our team's understanding of both these specialty items and the importance of timely customer communication. While it took a long time to get here, we're excited that your project is finally scheduled for installation beginning on Nov. 7 and we look forward to creating a beautiful new shower for you to enjoy.

Sincerely,
Seth C*******
Improveit Home Remodeling
Initial Complaint
Date:10/12/2022
Type:Service or Repair Issues
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.
After looking on the bbb site I decided to let home improve it install Windows in my home the installers were total disaster I feel disrespected disregarded when I voice my complaints they have still not been resolved if I had it to do over again I would choose another company I am still waiting I have pictures to prove I do not even want to speak of everything that they didn't do looking at the website in the comments I cannot believe the shape they left my homie in
Business Response
Date: 10/21/2022
Hello,

Thank you very much for taking the time to speak with our installation manager about your experience, and for giving our team the opportunity to resolve the issue. We're happy to hear that a return visit was able to take care of many of the issues you were experiencing, and have reordered additional parts to take care of the rest. We expect those replacement parts to arrive soon and will be in touch to schedule the work and complete the project as quickly as possible. We're also using this experience to better train our installers to provide the 5-star experience we promise. Thank you again for keeping the lines of communication open during this process.

Sincerely
Seth C*******, Improveit Home Remodeling
Customer Answer
Date: 01/27/2023
1.27.2023, BBB received a phone call from the consumer stating her complaint has been resolved.
Initial Complaint
Date:10/12/2022
Type:Service or Repair Issues
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.
We purchased a bathroom remodel in Feb 22 at a cost of $20,000. We bought a shower and vanity with faucets. In Jul22, they install them. The installers were nice and did a good job at installing, but we did have issues. First thing, the vanity we ordered was not the vanity that came. When the installers called their managers to fix, we were informed it would take a few weeks to replace. They said that the proper one was ordered and could not explain why wrong one was sent. We did not wish to wait any longer, so we had them install the one that was here. When they finished installing, we could not operate the shower without getting sprayed in the face with cold water then scalded to adjust the temperature. This was something we weren't expecting, and the salesman said nothing to us of this possibility. When we contacted Headquarters in regard to this, we were told they strive for 100% satisfaction. When we explained to them our issues, I said I would pay for fixtures needed if they would install them (so as not to void the warranty). After a couple weeks they quoted me $1500 to fix. I refused, I already paid $20,000. and could buy fixtures every day for less. The shower started to leak. We reported it, had to stop using the shower for three weeks when they finally sent someone out. He cut a hole in our ceiling, let the shower run for about 20 minutes, nothing got wet, patched the hole and left. It started leaking again, we contacted the install manager, told him we did not want the same person (we did not feel he cared), and now we keep getting put off. We make appointments and there seems to always be something to delay it. We feel we paid a lot of money for this bathroom and yet this company does not wish to back up their sales promises or fix these issues. The install manager is friendly seems to care but we keep getting delayed. It is now mid Oct and still can't use the shower. We are both handy capped and this was the main reason for the shower replace
Business Response
Date: 10/21/2022
Hello,
Thank you very much for sharing your experience and giving us a chance to resolve these issues. We appreciate that you've worked closely with our team on several attempts to identify the cause of the leak you've been experiencing. We are scheduled to visit your home again on 10/21 to try another approach and will continue to stay in touch with you to complete the project.
Sincerely,
Seth C*******, Improveit Home Remodeling
Customer Answer
Date: 10/21/2022
I accept the business's response to resolve this complaint.
******** **** *********
Initial Complaint
Date:09/29/2022
Type:Product Issues
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.
The company started our windows in February. It was cold outside and they started to put the windows in. The windows were in but they left alot of stuff here. They left and didn't let us know that they were leaving. We had more questions to ask about the windows and I look out of the window and they were driving down the street. The windows we found out that they were hard working (sliding) up and down. I called them back and told them they were not sliding and it was hard to slide them up and down.

This went on from Feb to present. Wer are still waiting for them to make our windows work. We are paying them $16,300.00 and we should had our windows done right the first time they came here to put them in. It's been 6 months and I am tired waiting for hem to fix them. We are waiting for our bathroom window to come in too. Every month they would say we ordered the window and it was the wrong window for the bathroom. We've been going on and on for 6 months with them.

Business Response
Date: 10/04/2022
Hello,
Thank you for reaching out and sharing your concerns. We have addressed our jobsite expectations with your installers, and are happy to be able to visit you this week to address the other issues you were experiencing. Thank you for continuing to keep the lines of communication open. We look forward to completing your project and resolving any concerns.
Sincerely,
Seth C********
Improveit Home Remodeling
Customer Answer
Date: 10/18/2022
I am so sorry that I didn't write you about my Complaint still in the works. My ID #********. I filed a compliant on
ImproveIt Home Remodeling, Inc. my Name is ***** *******. I got a Letter in the mail that I did not response back to you
to let you know that they have-not fixed the windows yet. they finally put in the little bathroom window but they left
not fixing the other windows. Its been since February they started and its October and they still not got ahold of me. I
would like to know if they can reduced the price a lot they gave us because its now 10 months and we are still waiting
for them to finish. thank you

Business Response
Date: 10/24/2022
Thank you for reaching out again as we continue to work on your project. Our installation manager visited your home on October 14 and October 18. Due to the nature of the repairs, he was not able to resolve the problems in a single visit, but we are happy to be able to honor your installation guarantees and warranty with additional visits until the issues are resolved to your satisfaction. During these visit, our installation manager communicated with your wife that the issues would require more than one visit, including ordering replacement parts. He was able to address the bathroom window and dining room window during this time; a new sash has been ordered to rectify the issue with the bedroom window. In working with your wife who was present during these visits, our installation manager confirmed with her that, other than the replacement sash, there are no other issues to resolve. This replacement part has been expedited and we look forward to reaching out as soon as it's received and we're able to schedule installation.

Thank you,
Seth C*******, Improveit Home Remodeling
Initial Complaint
Date:09/19/2022
Type:Customer Service Issues
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.
During sales pitch, salesman Vince stated as a Veteran I was eligible to receive cost assistance from the VA for my MBR shower remodel. He inferred that they would likely cover the complete cost, which I knew to be untrue. The VA would pay a small portion to assist veterans with disabilities enhance their living conditions. This company completed the remodel in April 2022 but is refusing to provide me with the paperwork needed to file my claim with the VA. I have talked with 4 individuals since June about the Detailed Costs numbers required by the VA only to be passed on to others or told that they would get it to me soon. I have had my phone calls now ignored and messages unacted upon as well. You know a company is likely shady when their estimate is just a total cost price but it was comparable to similar remodel estimates and promised to have it done quicker. My contacts are at follows: ****** *******. ###-###-#### **** ***** ###-###-#### ***** ****** ###-###-#### (ext*****) I am hoping you can create pressure on the company to provide the detailed cost of materials vs labor required by the VA so I can file my claim before the window to file closes. Thank You.
Business Response
Date: 09/23/2022
Thank you for taking the time to reach out. We're happy to have been able to connect with you this week and provide you with the details you need to file your request with the VA. We appreciate your service and thank you for allowing us to update your home. Please feel free to reach out if you have any questions, concerns, or require service in the future.

Sincerely,
Seth C*******
Improveit Home Remodeling

Customer Answer
Date: 10/03/2022

Better Business Bureau:
Business sent over a document to send in to VA. I am sending in to VA to see if the information is acceptable .

I accept the business's response to resolve this complaint. Thanks for your assistance.
Regards,

***** ******
Initial Complaint
Date:09/09/2022
Type:Service or Repair Issues
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.
Bathroom sink drain, and shower door have coating peeling off, faucet handle is loose, shower water handle is in wrong position. Called Improveit and first they set up a day to stop by, even giving the names of two men who would be here, then when they didn't show up on the date the text message had mentioned, I called the company, Improveit, they denied they had set it up and now saying they need to check with the owner of the company before anything can be addressed. We spent close to $20,000 for the bathroom rehab and have had constant issues ever since, including the wrong shower door glass, a torn faucet gasket, and have a terrible time, each time, getting reponse. We're seniors and can't afford this and just want what we paid for.
Business Response
Date: 09/16/2022
Hello Mr. ******
Thank you for keeping the lines of communication open. We now have your appointment set for Monday 9/19 and appreciate you taking our call to confirm. We're looking forward to the appointment and resolving your issues and concerns.
Customer Answer
Date: 09/16/2022
I accept the business's response to resolve this complaint.

Regards,

****** *****
Initial Complaint
Date:08/27/2022
Type:Service or Repair Issues
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 recently had a bathtub replaced with a low step shower enclosure. This included shower walls, drain pan, new shower head, grab bar and shower rod. The shower rod was installed too far into the shower area and possibility a little low, but height is acceptable. I called about the rod installation and it was decided someone would come out to look it over. Moving it might cause the warranty to be cancelled. ( I don't care if they want to void the warranty.) I was given a date of 8-24, which was several weeks after the phone call. On the 23rd they called to say no one would be coming. The next available date was into September. I have to go out of town in September and said the date was unacceptable. Subsequent calls ended with their representative saying she would work on an earlier date and promised to call the next day. She did call and had no date but said she would get back to me the next day. Haven't heard another word. They have been paid in full at a substantial price for the work. This problem is substantial because the main reason to have this done was to allow more room in the shower area and there isn't, plus the outer shower curtain gets drawn into the wet area.
Business Response
Date: 09/02/2022
Thank you for reaching out and giving us the opportunity to resolve your concerns. We do apologies for the scheduling issues, and appreciate your patience as we worked to find an appointment time that would fit everyone's schedules. Our team was happy to visit your home earlier this week and are glad to hear that you're pleased with the results. Thank you again for being an Improveit customer. We look forward to the opportunity to work with you again in the future.
Sincerely.
Seth C*******, *****, Improveit Home Remodeling
Customer Answer
Date: 09/02/2022
I accept the business's response to resolve this complaint. They provided an adequate response time and corrected a specific problem of the location of the shower rod. Everyone was courteous an followed up after the completion. I am satisfied with the results
Regards,

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

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ImproveIt Home Remodeling, Inc. is BBB Accredited.