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:06/16/2025

  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.

  On April 3, 2025, **** salesperson asked me to sign what he described as a simple authorization form to communicate with my insurance company. In reality, it was formatted as a Home Improvement Contract, including legal elements like cancellation rights and statutory notices but it lacked key legal components, including:No contract price No start or completion dates No payment schedule No defined scope of work Later, after I canceled a separate contract signed on May 12, 2025, *** falsely claimed the April 3 document was a binding contract and began demanding $2,300 for the insurance estimate despite the fact that:Their website advertises free estimates The April 3 document contains no language about estimate fees The cover page of the estimate submitted to my insurance clearly states:If the owner contracts with us to complete the repairs, our repairs may consist of only those items enumerated in this estimate.This proves that no contract existed at the time they submitted the estimate.I canceled the May ************** writing on May 13, within the required timeframe. Despite this:*** has refused to return my down payment ************ manager sent coercive emails threatening to enforce the invalid April 3 document A certified letter believed to be an intent to lien was mailed to me after cancellation The May 12 contract was also legally defective. It omitted required disclosures under California law, including:Cancellation rights Mechanics lien warning ******************** disclosures Start and completion dates Accurate and complete scope of work Full and proper signatures the salesperson only signed ***** AHI and failed to include his license number ********** manager, ***** *****, is not licensed at all, yet he issued demands, discussed contract termination, and handled insurance documents. I have filed a formal complaint with the ****************************************** (****).

  Business Response

  Date: 06/18/2025

  We appreciate the opportunity to respond to the complaint submitted by Ms. Lisa Garnett. While we are disappointed by the allegations made, we would like to offer clarity and context regarding our interactions with Ms. Garnett.
  On April 3, 2025, Ms. Garnett signed a document presented by our representative. This document, while described during the meeting as an authorization to communicate with her insurance company, also included standard contract language which clearly stated that any insurance proceeds would be applied toward a project with American Home Improvement (AHI), regardless of the amount. While Ms. Garnett is correct that this agreement did not specify a contract price or schedule, its purpose was to authorize our team to act on her behalf to assist with the insurance claim and move the process forward with the intention of ultimately completing the repairs through AHI.
  Our team invested significant time, resources, and professional expertise coordinating with Ms. Garnett’s insurance company, preparing documentation, and facilitating approval for her claim. These efforts were conducted in good faith with the understanding that AHI would be performing the work once insurance funding was secured. In fact, the insurance estimate was prepared and submitted based on this understanding.
  While our website advertises "free estimates," this refers to general project proposals—not the detailed insurance estimating services, documentation, and adjuster coordination that were provided in this case, which involve a substantially greater investment of time and technical skill. On May 12, 2025, Ms. Garnett signed a separate Home Improvement Contract with AHI, which she later canceled on May 13. While we respected her right to withdraw from the May 12 agreement within the legal cancellation period, we believe it is only fair and reasonable to be compensated for services rendered in good faith. Despite our efforts to resolve the matter through formal communication with David our office manager (who doesnt require a CSLB license because of his administrative role),  it has unfortunately escalated beyond our initial intentions. We are committed to resolving this matter amicably and respectfully and I sent an email to the customer stating that all fees will be waived and no lien will be filed.
  
  

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23474328, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Lisa Garnett

• Initial Complaint

  Date:10/18/2022

  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.

  We've done several projects with American Home Improvement, beginning June 2022. We've had a number of concerns with quality control and lack of responsiveness from the company, however, this complaint refers specifically to their refusal to complete work in our kitchen.
  
  On September 9 and 10, 2022, workers came to install cabinets. They completed about 60% of the cabinets, then left without indication of plans to return. Different workers returned to work on the cabinets on September 16. They worked for one day, and left with the cabinets still unfinished.
  
  After the workers left on September 16, we noticed a number of very upsetting issues with the cabinets. These included uneven, scratched cabinets, black Sharpie markings on the cabinet wood where the workers had made cut marks, sharp metal edges on drawer handles, drawers that scrape against the sides when opening, and sharp nails sticking through the front of a cabinet door.
  
  Since September 16th, we've made countless calls- to include with a senior level manager at AHI. We had a visit from the cabinet company owners themselves on October 7th. While dismissing many of our concerns with the above-mentioned issues, they promised the issues would be resolved promptly.
  
  As of today, October 18th, we can not get anyone from AHI to give us a date when the cabinets will be fixed. We have a new, large kitchen island that is awaiting a custom countertop- through no fault of the contractors. However, they are using the delayed countertop as a justification to not come and complete the cabinets- half of which are in no way impacted by the lack of an island countertop.
  
  We are unable to use any of our kitchen cupboards. We are accessing dishes and silverware from boxes on the floor. It has been six weeks since they first came to install our cabinets- which should have been a relatively quick job.
  

  Business Response

  Date: 10/24/2022

  We are working there everyday with my field supervisor on site to make sure everything is done accordingly with the intent of completing the entire project in the next couple of weeks.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/10/24) */
  We are working there everyday with my field supervisor on site to make sure everything is done accordingly with the intent of completing the entire project in the next couple of weeks.

  Customer Answer

  Date: 12/22/2022

  After filing my complaint on October 12, we waited to see if the company would address all issues as promised. They have in fact sent workers over multiple times to address things - all related to kitchen cabinet installation - and yet, 2 months have passed and we are still texting and calling constantly to report problems.
  
  There are glaring installation issues with our cabinets. This isn't even up for debate. We have literally had drawer faces pop off, a drawer handle/pull fall off, an unattached board on our island just fell off one day. Virtually none of the cabinets are aligned evenly- from top to bottom. You can look up at the top of the cabinets, and as your eyes move across the kitchen you see a different sized gap between cabinets and ceiling from one end to the other. On one side of the kitchen, the cabinets are flush with the floor. On the other side of the kitchen, there is about a 1/2 inch gap off the floor. There is an upper cabinet that actually appears to be pulling out from the wall. It's really something. An earthquake would do quite a number on this kitchen.
  
  Like I said, none of this is up for debate. Which made it all the more surprising when *****, one of the more senior project managers at the company texted me today (this is a direct quote): "Maybe if for a change you would talk instead of always complaining, this thing would be done a long time ago."
  
  Shocking. To suggest we have somehow been an impediment to getting this work done. No one wants it done more than us. We requested only one thing- that the same workers who did the sloppy installation were not sent back. That was agreed to by *** and the cabinet subcontractor. Today, they sent the same crew over with no forewarning.
  
  The fact we are in this situation 3 months after they first started cabinet installation says it all. 3 months JUST for the cabinets, not the rest of the kitchen. 3 months of texting and calling to get someone to come over, the workers coming back and forth, my husband and I having to miss work to be home, only to find out later .... the inside of the silverware drawer is pulling apart. Or, there is a yet another nail sticking out of a cabinet. Or, there is just a random board laying on the kitchen floor, which was never attached. On and on.
  
  So, is my complaining responsible for the shoddy craftsmanship, or is the shoddy craftsmanship responsible for my complaining? No one is taking accountability for this.

  Business Response

  Date: 12/28/2022

  We are in touch with the homeowner regarding scheduling. We told her that our guy is out for the holiday and will let her know after new year's. Again she was informed and we will make sure all issues will be addressed.

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It has been 12 days since the business responded to our complaint and our kitchen has not been fixed. We want action, not words.

  Business Response

  Date: 01/30/2023

  Like we informed them last week, repair work is scheduled tomorrow the 31st.