Complaints

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:11/12/2024

  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.

  Requested an estimate for repairs for damage to my roof caused by the storm. I paid them for the estimate. They arrived at the scheduled appointment but did not conduct an inspection and did not provide an estimate. I'm working with my insurance company and was directed by the insurance to have a contractor conduct an inspection and provide an estimate, this is the service I hired them to do. No inspection or estimate was done and they refuse to assist or provide a refund. A legitimate company would do the work requested and provide an estimate.

  

  Business Response

  Date: 11/12/2024

  Good Morning Mr. *********,

  
  Thank you for sharing your concerns with us. We understand how important it is to have clarity regarding project estimates, and we strive to communicate our processes as transparently as possible.

  
  As discussed prior to your Initial Consultation, the fee covered our professional assessment and initial insight into your project. This consultation is intended to offer a preliminary understanding rather than a detailed estimate, which we provide at later stages when we have all the necessary project details. Additionally, as highlighted in our confirmation email, this introductory meeting does not include a full estimate. However, based on our observations, we did provide you with a cost estimate to give you a general idea of the expenses.
  We also noticed that we were unable to proceed with specific information from your insurance provider, which is essential for us to create an accurate project scope. This information allows us to understand any insurance requirements and design our work accordingly, ensuring compliance and the best outcomes.

  
  If you’re interested in moving forward, we’d be glad to continue once we receive the necessary insurance documentation. Alternatively, please let us know if you would like any clarification regarding our processes. We value your feedback and are here to ensure you have a positive experience with us.

  Respectfully,

  Alex A****

  Sales Director

  Palmetto Renovations of Columbia, Inc.

• Initial Complaint

  Date:09/13/2023

  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.

  We signed up last December and still have not gotten a start date. Things seem to be done single-threaded and the entire show stops for each individual hiccup. Although we paid for our building materials first in January (with final payment in March) we learned in June that orders were only just beginning. How was the money used for all that time? In the meantime, designs were found by us to contain inaccurate measurements. Palmetto would not acknowledge or respond for months until after the materials were ordered based on those inaccurate measurements. Finally, new measurements were taken and it was no surprise to discover that items will not fit as planned. Additionally, the upstairs designs are not well thought out as they attempt to cram what they charged us for into the corrected measurements. This is the logical consequence of months of ignoring or downplaying our warnings. Another request never acknowledged by Palmetto despite repeated requests is our ask for an as built design showing measurements of the pre-existing floor plan to assist our efforts to create a viable design on our own. Below is our latest communication sent last week: “Thank you for responding. The diagrams you sent did not include the as is diagrams we requested . Please send as soon as possible. The proposed design for the second floor is not acceptable due to a number of reasons previously discussed with your staff. We will respond further on these points after we receive the as is diagram. There have been repeated delays in Palmetto’s acknowledgment and response to the as is request. We require you to provide the diagram by end of day Tuesday, September 12. Further delay on this request must be considered an act of bad faith by Palmetto Renovations.” No response at all. The reason must be their fear we are retaining an architect as our representative to Palmetto and, hopefully, an expediter. If so, they’re right.

  

  Business Response

  Date: 09/18/2023

  Good Afternoon Mr. & Mrs. ****,

  As mentioned on September 13th, 2023, we are currently awaiting the best date to meet with you and your architect regarding the upstairs and downstairs renovations to your home. We received your inquiry sent on September 14th, 2023 regarding the floor plan and measurements of the existing structure compared to what was sent and are re-confirming measurements with our Senior Project Manager, Jake D***, today September 18th, 2023 per your request. Once confirmation is received of the best date from you and your architect to meet, we will schedule an appointment to review the details of your project either at our storefront located at 713 W Main Street, Lexington SC 29072 or virtually to ensure everyone is on the same page.

  Please let us know if you have any other questions in the meantime.

  Your Team at Palmetto Renovations

• Initial Complaint

  Date:06/23/2023

  Type:Order 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 entered into a contract for this business to perform a remodel of a portion of our house. They offer the use of their purchasing department at an additional charge or purchasing your own finishes. We chose to go with our own purchasing since most of the finishes had already been selected. They stated at our last, in-person meeting, that a detailed materials list would be provided after the final measurements were taken so that we would know how much of items to order. Now they are stating that it is our responsibility to calculate square footage for the materials to know what to order. They have not provided enough measurements to calculate the individual items, and nowhere in the contract does it state this is our responsibility. We feel this part of the contractor expertise we are paying for, and is the reason they measured our project three separate times. We are requesting they either fulfill what was stated and calculate the square footage needed for us to order materials or return all funds paid to them and terminate the contract.

  

  Business Response

  Date: 06/28/2023

  Mr. ******,

  Per our previous conversation, I believe we've come to an amicable solution for both parties.

  Please let us know when the above complaint will be retracted.

  Thank you,

  Palmetto Renovations 

  Customer Answer

  Date: 06/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20227545, and find that this resolution is satisfactory to me at this time.
  
  Sincerely,
  
  ****** ******