Complaints

This profile includes complaints for Installation Made Easy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Installation Made Easy, Inc.

  Dawsonville, GA 30534-3274

• 

  Installation Made Easy, Inc.

  125 Townpark Dr NW Ste 300 Kennesaw, GA 30144-3231

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:06/08/2023

  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.

  Hired Character Remodeling through IME (recommendation/partner for ************** Initial scope of work/job was not completed and concerns about installation were not addressed after we raised them to ****** (Character Remodeling); contractor admitted when we pointed out dips in the flooring and concerning areas that it was likely due to improper installation -- he stated he would not fix it. After the flooring was installed, we had a leak in our laundry room due to negligence from the crew, causing significant damage. We immediately addressed with the contractor and he stated that they would take care of the situation and damages and admitted negligence.Received a release form from IME; we did not sign. Called IME to discuss -- spoke with *******************************. Advised we could modify language. Sent language to IME No response. Opened insurance claim to address the damage done from the flooding.Then noticed several places where boards were beginning to separate and warp. Called IME who shared our contract was officially closed, which waived our installation warranty -- release form was processed without our knowledge or consent. Our flooring throughout the whole first floor of the house is beginning to separate at the seams, warp, etc. Inspector sent by Installation Made Easy validated that the flooring was installed incorrectly, resulting in the issues we have been trying to resolve. Installation Made Easy received copy of inspectors report. Spoke with IME (***********************) on May 26 to explain full situation -- she advised that while the balance was waived for the incomplete work, our warranty was not waived and the installer should be held responsible for the improper installation. Got email from **** stating that they would not hold the installer responsible for the improper installation unless we paid the remaining balance for the incomplete work from the original scope of the job. Attempted to call and email **** to discuss further; no response.

  Business Response

  Date: 06/27/2023

  We are actively reviewing the customers information and her request to resolve her concerns.  We have received the inspection report from the customer and have been communicating with customer care and the provider. 

  Customer Answer

  Date: 06/27/2023

  You can see from the attached document and original SOW that our remaining balance was due to the contractor upon satisfactory completion of work.

  We raised concerns about the installation and incomplete work right away and the contractor refused to address either. The inspection report now confirms that our concerns were valid. 
  

  The con tractor did not hold up his end of the contract he did not complete work and refused to address our installation concerns, putting him in breech of our agreement. 
  

  We would like a refund on the amount we have paid for labor since the contractor refused to address our concerns, and him to reimburse us for the flooring material we have purchased to date. His installation ruined the flooring, breaking all of the seams, and we must rip up and replace everything, due to his negligence and poor workmanship. 

  Business Response

  Date: 07/05/2023

  IME and Character remodeling are actively working to resolve this customers complaint.  We have been communicating with the provider regarding options to resolve the concerns and will be bac in contact with the customer once we have had the chance to review all the information. 

  Customer Answer

  Date: 07/05/2023

  We would like a full refund for the labor we paid for and to for the material that we purchased, as the contractor ruined all of the flooring with his/his crews negligent and improper installation.

  Receipt for cost of materials is attached. 
  

  Labor paid to date: $3316.96

  Total desired refund for labor and ruined materials: $7528.66

  Business Response

  Date: 07/10/2023

  We have received the requested resolution from the customer and are working on a settlement agreement.  We will be back in contact with the customer once we have an offer composed. The customer should expect a response within the next 5 business days

  Customer Answer

  Date: 07/10/2023

  Expect that IME calls me with details of settlement and when we can expect to see a refund. Phone number is ************. 

  Business Response

  Date: 07/10/2023

  A release agreement has been emailed to ****************** regarding settlement per her request. 

  Customer Answer

  Date: 07/13/2023

  The release agreement needs to be modified, as the material they offered to purchase as part of the agreement is no longer available.

  I have reached out several times and IME is no longer responding. 
  

  This remains open and the company has not returned my calls or emails to finalize a settlement. 

  Business Response

  Date: 07/17/2023

  We have sent the customer an updated release on 7/13 and are waiting a response back from the customer on if she is in agreement with the offer that was sent to her. 

  Customer Answer

  Date: 08/04/2023

  Complaint: 20161129
  
  I am rejecting this response because:

  Hi,

  Im inquiring about a complaint that has now been closed with Installation Made Easy.

   

  Original complaint number is 20161129.

   

  We have been in communication with IME and working on navigating the terms of a settlement. 

   

  Right now, this is still outstanding, as they are requiring that we completely remove our complaint with the BBB, which are do not agree with, given that engagement with your organization was the only way we were able to get any response or input from IME. 

   

  Is it possible to re-open this case until we can resolve this issue? 

   

  Thank you. 

  
  Sincerely,
  
  *****************************; 

  Business Response

  Date: 08/07/2023

  A settlement release was sent to the customer 7/31 regarding the request for resolution.  The customer emailed on Friday 8/4 looking for a revision to be made to the release.  That request was sent to our attorney and the new release was sent to ****************** this morning for review.  We will await the customers response.  Until the fully executed agreement is back from the customer, we are unable to provide the customer the compensation that she requested. 

• Initial Complaint

  Date:05/01/2023

  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 purchased flooring, quarter round, and moulding from Floor and Decor located in Brookfeild ********* and an individual named **** that works for the 3rd Party installer that Floor and Decor works with to install the flooring, quarter round and moulding came to the house to assess the home for a quote. From this quote all of the required materials are built and then subsequently invoiced to the purchases, me. The quote took place on April 12th 2023 at 11am. April 14th the quote was made available, and I spoke with one of the owners of Installation Made Easy, ***********************, over the phone. We discussed pricing as initially his quote was for over $6 per sqft and I had to option to use another installer for $3 per sqft. He graciously lowered his price. I signed and agreement and paid half of the total cost. Total cost amounted to $6734.00; payment of $3367.00 was remitted to the company with the other half due after the installation was satisfactorily complete. The install date was set to occur Wednesday April 26th 2023. The installation company assigned to the job was "C&H Installation Group LLC" ************. The crew arrived in an unmarked van and 4 people got out. ***** was the lead and she stated that 1/4" plywood needed to be laid. I disagreed due to the increased cost of $3600 but ultimately agreed to the recommendation. I stated I would purchase the materials at ********** and then invoiced for the additional labor. She became irritated and agitated. ***** and I shared several calls with ***********************, Ultimately ***** and her crew walked off the job. The cut my 12ft sections of moulding into pieces at the ****** store, subsequently destroying much of it, did not leave the quarter round and did not leave the transition strips I purchased at my residence.

  Business Response

  Date: 05/15/2023

  A signed sales contract for work was signed, due unforeseen sub floor issues the installer was not able to proceed without the sub floor issues taken care of.  The customer did not want to pay the additional charge for the sub floor work based on the estimate that was provided to the customer.  The customer was refunded her ****************** deposit on 5/1/2023 and advised the moldings are not damaged but cut in different lengths because they cannot be transported in 12 ft lengths.  

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19990884
  
  I am rejecting this response because: I did offer to pay for the subfloor correction however the installer was dissatisfied and decided to walk off the job. I had offered to go to ********** to purchase the materials and then Installation Made Easy was to bill me for the installation charges. But the installer onsite wanted cash, which i was not willing to do. The installer took the quarter round and the bullnose piece intended for the stairs a total cost of approximately $345.00. In the two attached photos, you can see that the lengths of the pieces are randomly chopped, the edges are messy in addition to many pieces gauged and damaged. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/16/2025

  Installation Made Easy is a home improvement referral service and refers home improvement customers to a network of independent Service Providers who are insured and licensed to complete the requested work. The customers contract directly with the Service Providers and Installation Made Easy is not a party to the resulting contract. However, Installation Made Easy's number one goal is that the customer is satisfied with the referral contractor. Our Customer Solutions team partnered with the Service Provider to resolve this issue to the Customer's satisfaction.

• Initial Complaint

  Date:11/28/2022

  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.

  This entire installation was a nightmare that never ends. It started from day one and to this day has never ended. The started in installation on Oct 4 and is still not complete. 1.They showed up unprepared and did not cover items that should have been covered properly. It took us days to clean appliances and furniture after the demolition and sanding. We should not have had to do that. We even had to clean up debris that they left in various places. Also during the entire installation process, for the most part they only had 2 people here working and some days only one person. 2.The next incident was the delivery of the tiles and the beginning of the installation. Installer started installing the tiles and realized that the tiles were off in size. They finally realized that the lots of the tiles were different because they picked up the tiles at different stores. This held up the installation. 3.This is the most disappointing incident of the install. We had to go back to the store and pick another tile because they did not have enough tiles of the one that we had picked, so we had to go with a tile that we really did not want. Not a good way to conduct business. 4.I also had to uninstall and reinstall the dish washer, which we were not told that we would have to do. Additionally, after they installed the base molding, we inquired about who was going to paint the molding? They stated that we would have to hire someone to paint the molding. If we had known that we could have had someone on standby to paint once the molding was installed. Another thing they should have told us in the beginning. 5.Towards the end of the install I pointed out some issues concerning uneven tiles. My wife was livid because they were going to have to make a mess once again. She accepted some of the issues that I brought up, but I was still not satisfied as you can see in the pictures. To this day there are still issues. They were supposed to come back and cut the door so it would open and close without hitting the tiles. As of today the door is still leaning up against the wall as you can see in the pictures. Also I noticed in the pantry there is about gap between the tile and the molding. 6.Now this is the real kicker. When all was said and done, there were 47 boxes of tile left, and probably more than that because some were loose. So that means that we over paid for the tiles and the labor for the install. You can count the boxes in the pictures. It took them days to come pick up the tiles in our garage. So I have money being tied up because of the wrong measurements and the overcharges for the tiles and the labor. 7.It looks like I am going to have to reinstall the door myself, and now we have to hire someone to come in and paint the molding. 8.They only way for your company to make this right is to refund the money that we put down back to us and chalk this whole project a loss. 9.At least the store manager did compensate us because of the tile issues, but in order to make this right we need to be compensated. We are almost ********************************************************* a week, and as of today it is still not complete. 10.Also attached are pictures of the base molding install. You can see that there are gaps between the wall and the molding. They should have put caulking on to cover them up. 11.This seems to get worse every day. Spoke with the store today and I had questions regarding the return of the tiles that were returned. Discovered that they refunded the money back to the contractor. We paid cash for these items and the refund should have went back to the debit card that we used to pay for the merchandise. 12.There is also the issue of the labor overcharges that we paid as well. 13.Also please review the pictures of all the merchandise that was left over. As you can see that there are 6 bags of grout and 2 bags of mortar. You can look at the receipt and its not matching up. Also we returned 1 base molding which is not on the receipt as well. We did keep 2 boxes of tile and 1 bag of grout.

  Business Response

  Date: 11/29/2022

  IME is working on sending out another provider to assess the concerns with the installation and determine what needs to be corrected.  I spoke with ************** 11/29 and proposed this option, he agreed that we could send out another installer to assess.  I let him know that someone would be in contact to schedule after he reviewed the photos.  We are continuing to work with the customer to make sure he is satisfied with the resolution to his claims.

• Initial Complaint

  Date:11/22/2022

  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 paid IME (Installation Made Easy) to install a new solid hardwood floor where they used a contractor ************************** During install, I pointed out the gaps & was told that this was normal gaps. When the install finished, it was late at night & the installer insisted I sign a paper, since they can't come next day for the inspection. When I reached out to the company installing, they said they can take care of everything as a warranty claim if I paid the full price of the service. When I started to file a warranty claim, their office said the floor can't be repaired as it has gaps all over the place. Since then I have filed claims with 3 companies to no avail. IME is not reachable & redirects me to contractor who redirects me to IME.

  Business Response

  Date: 12/06/2022

  Installation Made Easy has discussed the concerns with the flooring a few times since the claim was opened.  The customer was not reaching out to IME, they were reaching out to the provider directly.  We received the information from Floor & Decor that the customer had concerns and promptly called the customer to discuss.  I spoke with this customer today 12/6 and advised they would be commissioning an inspection to determine what the concerns are.  Once they have the inspection report back they will let us know so we can review with the correct parties a resolution.  I advised the customer that I would follow ** in one week to ensure that the inspection is being scheduled so we can move forward with resolving if the concerns come back as installation related.