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Consumer Complaints

BBB Accredited Business since 03/29/2005

Bowen Remodeling & Design

Phone: (410) 451-5928Fax: (410) 451-3899

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
03/16/2015Advertising / Sales Issues | Read Complaint Details
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Complaint
Company offered a coupon for $350 off a partial kitchen remodel. Company did not honor the coupon after a partial kitchen remodel was completed.
On 12/19/14, the company was asked to honor a $350 off a partial kitchen remodel coupon. The salesperson stated she would check with the owner. On this same date the kitchen remodel was scheduled to begin on 2/1/15. No further mention of the coupon was made. The kitchen remodel was unsatisfactorily completed on 2/5/15. On 2/11/15 the salesperson came for final payment. When asked about the coupon, the salesperson stated the coupon would not be honored because the owner said a partial kitchen remodel would have to include cupboard replacement or counter top replacement; both of which we did not have done. However, the coupon never specified the previously owner mentioned requirements for a partial kitchen remodel in order for the coupon to be honored. The coupon only stated to contact the company for details. The company was contacted 7 weeks prior when the remodel was scheduled. The company knew specifically what work was to be done for our partial kitchen remodel, based on the signed contract, and should have informed us then.

This was only one of a couple issues we had with the company. The other includes contract issues. The contract stated "at final day of completion of job homeowner is to do a walk through with foreman." The" foreman" never offered a walk through. In addition, the contract stated the painting contractor will produce a "properly painted surface...one that is uniform in color and sheen." The painting contractor used a flat paint when the existing paint was eggshell. All of these issues were expressed to the salesperson verbally and in writing with no resolve.

The homeowner corrected all the issues that would have been pointed out to the "foreman" during the walk through as well as corrected the paint.

Desired Settlement
Honor the $350 coupon and refund an additional $17 for the proper paint. Change the coupon to include the all specifics required in order to honor the coupon and have salespersons aware of company policies/programs.

Business Response
While we value every customer and try to save them money our coupon stated that it had to be given at estimate and call office for details. The partial kitchen coupon would have included cabinetry which they did not. They contracted with us for a backsplash and appliance installation only. Part of using us we allowed them to get our contractor pricing for their appliances that they purchased through ********* ******* The appliance company also waived the delivery fee for them. The customer was home during the job and at anytime could talk to the foreman about the project so it was not necessary to have a formal walk through when she was home during the process. Painting or drywall work was never included in our proposal and if needed should have been at an additional charge as stated per our contract. We were trying to be helpful and painted the schulter pieces at the customers request. A ceramic backsplash is not a partial kitchen remodel and would not be honored as I told the customer when we spoke. If the BBB would like to see a copy of our contract with details and that the painting, drywall, etc that would be charged extra we would be happy to provide.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
During the estimate process, the salesperson was was asked numerous times whether the coupon would be honored. No answer other than she needs to ask the owner was consistently given. If the answer was no, based on the contract, why not just inform us? The use of the appliance company and them waiving the delivery fee is irrelevant to this complaint Whether the customer was home or not, a final walk through should be offered. Not once did anyone from the company ask if we were satisfied with the workmanship! As far as the painting, you should have informed us of the extra charge and we would have denied. It sounds like you are justifying doing the job incorrectly with trying to be helpful at no charge?

Final Business Response
The coupon is for a partial kitchen remodel which includes cabinetry. Your project did not include cabinetry. I am one of the owners and when we spoke I explained that to you. Also when we spoke you never mentioned that there was anything wrong with the quality of backsplash. If there is we would gladly send out our production manager to address your concerns.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing wrong with the quality of backsplash. It was the quality of the workmanship that installed the backsplash. This was all addressed with our salesperson.

Industry Comparison| Chart

Construction & Remodeling Services, Handyman Services, Remodeling Services, Bathroom Remodeling, Basement - Remodeling, Painting Contractors, Home Improvements, Kitchen & Bath Design, Kitchen Remodeling, Kitchen & Bath - Design & Remodeling

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.