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:13/08/2025

  Type:Order 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.

  July 8, 2025 - met with President **** (on property) and transferred down payment of $5,683.90 for the following services: 2D floor plan, Cabinet layouts & 3D layouts of 2 kitchens
  July 14, 2025 - met in-person with designer/****** ******** to view property in order to build first draft floor plan.
  July 21, 2025 - Reached out to ****** ********, since I had not heard from Royal Home Improvements re: floor plan, sent email to get update.
  July 28, 2025 - **** call with ****** ******** only to go over 1st draft floor plan
  unable to produce basement floor plan, only spoke about upper level
  He was unable to provide approx cost and timeline upon request
  August 1, 2025 - **** call with ****** ******** in person to go over modifications to floor plans.
  not prepared with variety of samples offered, only pulled samples from "******".
  Again, we requested but contractor was unable to provide approx cost and timeline.
  provided my availability to ****
  August 2, 2025 - **** requesting to have a call
  advised **** I was working all weekend
  advised, I can make time on Aug 3 or Aug 4
  **** advised will call on August 5 @ noon
  August 5, 2025 - waiting for ****'s call at noon. **** didn't call until 13:00. unable to talk to **** due to work. still unable to provide pricing and timeline
  August 6, 2025 - **** provided a $200K estimate with additional changes that were not discussed (ie granite countertop, hardwood flooring)
  August 8 - 10, 2025 - via email advising **** no longer required services and requesting money back for services not received.
  **** advised he will not refund any money back and he acknowledges that he had not provided the services paid for.

  Business Response

  Date: 18/08/2025

  Royal Home Improvements – Response to BBB Complaint
  To Whom It May Concern,
  Royal Home Improvements rejects in the strongest terms the allegations made by ***** *. in her BBB complaint. The claims are inaccurate, misleading, and contradicted by the written record of communications.
  Below is a point-by-point rebuttal with direct quotes and dated emails.
  
  1. Claim: Services paid for were not provided
  Allegation: On July 8, 2025, ***** paid $5,683.90 for 2D plans, cabinet layouts, and 3D layouts of 2 kitchens, which she claims were not received.
  Fact: By August 6, 2025, she had already received:
  A 2D floor plan and multiple revisions (reviewed on **** July 28 and August 1 with ****** ********).
  A kitchen design package near completion.
  An engineering site visit.
  At least three separate design meetings with ****** **
  As **** wrote on Aug 6, 2025:
  “To date you have had a meeting with me, 3 meetings with ******, a site visit from an engineer, back and forth emails, revisions, and a kitchen design provided. Design is a process and we have laid the groundwork to now work on the renderings and submit for permit.”
  The only items outstanding were the 3D renderings and permit submission — which Royal was prepared to complete.
  On Aug 12, 2025, **** confirmed:
  “I’m aware you have not yet received the 3Ds and we have yet to submit for a building permit. Both of which we would have been happy to do. It was your decision to stop here and not proceed any further.”
  This shows clearly that work was underway and would have been completed, had ***** not unilaterally terminated.
  
  2. Claim: Lack of communication
  Allegation: Royal failed to respond or ignored her.
  Fact: The record shows Royal consistently reached out, and ***** was often unavailable:
  Aug 2, 2025: ***** wrote, “I am working this weekend.” She limited her availability to Aug 3 or 4 at 10–11am.
  Aug 3, 2025: **** replied, “I’ll call you Tuesday around lunch.”
  Aug 5, 2025: **** called at 1:00pm (within her stated “before 2pm” availability). ***** refused to speak, saying she had to work.
  As **** explained on Aug 6, 2025:
  “For several days I tried calling you to get in touch and even reached out to *****… I emailed you saying I would call you Tuesday around lunch and called at 1pm… you said you were in a rush and had to get back to work.”
  Designer ****** ******** also confirms he repeatedly met with *****, responded to her requests, and never ignored communications.
  
  3. Claim: Designer unable to provide cost/timeline
  Allegation: Afterr falsely claiming ****** was not a Royal employee she goes on to say he was “unable” to provide pricing and scheduling.
  Fact: ****** is a designer, not an estimator. This was explained clearly in the first meeting, subsequent discussions and again:
  “****** is not a third party designer. He is directly employed by Royal Home Improvements. I allow the design professional to work through design, engineer to work through his calculations, and then come back in the mix once design is complete.” (Aug 6, 2025)
  Asking ****** for numbers and then alleging “lack of transparency” is a misrepresentation of roles.
  
  4. Claim: Unauthorized upgrades inflated estimate
  Allegation: The $200K preliminary estimate included “granite/quartz countertops” and “hardwood” that were not approved.
  Fact: The Aug 6, 2025 email explicitly disclosed these as assumptions, subject to change. ***** refused to speak with **** to confimr the scope of work and then acted upset when he made disclosed assumptions:
  “The estimate I provided came with context and a description of assumptions. Naturally if you do not want quartz countertops or hardwood flooring we could re-jig it and it likely explains the inflation you reference.”
  ***** asked for premature numbers before design completion, then mischaracterized transparent assumptions as “unauthorized.”
  
  5. Claim: Royal admitted services not delivered
  Allegation: ***** claims **** admitted services were not provided and refused refund.
  Fact: This is a blatant distortion. On Aug 12, 2025, **** wrote:
  “I’m aware you have not yet received the 3Ds and we have yet to submit for a building permit. Both of which we would have been happy to do. It was your decision to stop here and not proceed any further.”
  ***** then twisted this into:
  “Thank you for acknowledging that you are aware Royal Home Improvements had not fulfilled the services paid for in the contract.”
  This selective misquote omits the critical context — that Royal was ready and willing to fulfill the contract, but ***** chose to stop early. This demonstrates her willingness to misrepresent communications.Royal offered many times to complete the contract.
  
  Conclusion
  Royal Home Improvements delivered substantial design and engineering services exceeding the deposit received.
  Royal never ignored communications; multiple records show ***** was unavailable or cut calls short.
  Royal clearly disclosed pricing assumptions and invited adjustments.
  Royal offered multiple times to complete the contract — including the outstanding 3Ds and permit — but ***** terminated.
  ***** has misquoted and distorted communications (e.g., Aug 12 email) to falsely suggest Royal “admitted” non-performance.
  Designer ****** ******** also refutes *****’s allegations: he engaged with her repeatedly, provided revisions, and confirms she was never ignored.
  This is a classic misrepresentation. Royal Home Improvements is prepared to provide BBB with the complete email trail, meeting records, and design documentation to put this matter to rest.
  

  Respectfully,
  

  **** **********
  President, Royal Home Improvements

  Customer Answer

  Date: 23/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Royal Home Improvement, represented by **** **********, did
  not fulfill the contracted services. Despite several meetings with their
  designer, plans were repeatedly inaccurate, and required elements such as 3D
  layouts and cabinet layouts were not delivered in accordance with our
  agreement. Correspondence indicates that Mr. ********** was frequently
  unavailable, often delayed returning calls, and provided unclear timelines such
  as “by the end of the year.” He has acknowledged that not all services have been
  completed but has declined to issue any refund. No definitive cancellation
  policy was communicated.
  I am seeking BBB assistance to secure an equitable refund
  for services that were not rendered. Original email records are available upon
  request. I believe it is inappropriate to shift responsibility and maintain
  that negotiations were not conducted in good faith. It appears that information
  was deliberately withheld until deadlines under "Your Rights Under The
  Consumer Protection Act, 2002" had passed. I respectfully ask how Royal
  Home Improvement can justify retaining $5,683.90 for two incorrect floor plans?
  Despite multiple attempts, Mr. ********** has refused to discuss a fair
  resolution. As a result, I have incurred a financial loss and am now facing
  significant hardship due to these business practices.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 02/09/2025

  The claims Ms. ******** is making are inflammatory and inaccurate. 
  

  We have one simple question that should resolve this.

  For the tenth time, would she like us to complete the contract and she pays us in full? 

   

  Customer Answer

  Date: 14/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Instead of responding with *********, evading the question,
  or engaging in ************** communication, it would be more appropriate to
  act fairly and justly by issuing a partial refund for the portion of work that
  you have acknowledged was not completed.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 18/09/2025

  I do not want this contractor to continue the work on my project. He has inflated the price beyond what was originally agreed, and he has caused significant delays by repeatedly failing to make himself available to complete the job in a timely manner.
  
  In addition to the delays and cost increases, his conduct has been ************** and *************. He has insinuated that I am ***** and refused to respond constructively to my concerns. This behavior has made it clear that I cannot rely on him to complete the work fairly or professionally.
  For these reasons, I am no longer willing to work with this contractor and will not authorize him to continue on my project.

  Business Response

  Date: 09/10/2025

  While I disagree with Ms. ********’s statements, we will agree to end the relationship here as per her request.

  Customer Answer

  Date: 09/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As stated in my previous communications, the contract with Royal Home Improvements has already ended. I formally requested to terminate the agreement in August, and it is unclear why it took the contractor over a month to acknowledge that request.

  I am still owed a refund for the services that were not provided under the original agreement, and I am seeking resolution for that outstanding amount. The contractor’s delay in confirming the termination should not affect my entitlement to a refund for incomplete or unrendered services.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 09/10/2025

  Hi *****, 

  We are running in circles. I sent you an email saying we would agree to stop where we are at and not seek any further payment. You did not receive ALL the things in our contract because YOU told us to STOP and that you would not pay your final payment. We had been willing for months to provide it to you if you confirmed you would pay. You are not due any refunds. You are making false claims. This back and forth isn't getting us anywhere.

  To the BBB-We have an unreasonable person here who is trying to renag on a contractual obligation and renegotiate a signed contract. We are not interested in this. She will only be happy with a refund which she is not due and we will not provide. I don't know having us go back and forth is productive. What do you need from us to close this matter? We are happy to provide email trails which debunk much of Ms. ********'s fabricated remarks and a copy of the contract should you wish to see it. I have no interest in going back and forth with her anymore. As you can see, it's just a waste of time.