ComplaintsforMaxHome

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Seems like I have the same situation as a lot of other people. We engaged MaxHome to come out to our house to give us some idea of what they could do to a bathroom. After setting up an appointment, they added stipulations that it must be for 90 minutes and my wife and I both had to be there for the pitch.The used car dealer tactics pushed us to cancel the appointment as we did not want a "hard sell". MaxHome calls me almost every day, even after repeated requests to take me off of their call list. We would like to ask that the company please stop this harassing behavior...because of this we definitely will not ever use them for any remodeling services...any same person can see that this turns people off.

  

  Business response

  02/20/2024

  We were sorry to hear that you were less than satisfied with your experience with our company. Our customer care team has reviewed your feedback and verified that your name/phone number was removed from our system, per your request 1/31. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I repeatedly get calls from MaxHome after making it clear multiple times I am no longer interested in their services. They have been calling from multiple numbers from around the country (LA, **, **) to keep asking me if I'd like to schedule an appointment or service with them.In one instance I asked the representative to not contact me anymore and take me off their contact list. Her response was "...Once you're in out contact database we have to keep contacting you..."This is ridiculous. Please put me on the *** list immediately so I cease to getting 5-6 calls per day and have reps tell me they have to call me. I do not want to do business with MaxHome.

  

  Business response

  08/07/2023

  *****************, 

  We have updated our record to remove you from the call list, I do apologize for this inconvenience.

  if you need any further assistance, please feel free to contact me directly.  ************ or ************************************

  Sincerely, 

  *******************************, ***

• Initial Complaint

  06/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have requested multiple times to be taken off their call list and be put on their DNC list. But they continue to call 2-5 times a day for a month. Every day. It's all the time and is driving me nuts. When I do answer its just a recording that someone will call later. This can't be legal. And there is no way that a company that won't honor a DNC list is legit.

  

  Business response

  06/19/2023

  ***, 

  I have personally gone int our system and marked your record as Do Not Call, I would like to apologize for this not being handled appropriately on our end. We recently implemented new technology to help with this and are working through the issues. Thank you for you feedback, it is genuinely appreciated. Please feel free to contact me directly if the issue persists. ************************************* or ************)

• Initial Complaint

  03/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On January 9, 2023, I agreed to pay $10,000 for a new shower installation by Max Home. I paid $500 on my credit card as an down payment. My balance should have been $9,500. Max Home is stating that my balance is $10,100. After the sales person completed the work order, he asked me to sign on his phone (which was blank). I signed the screen thinking it was for the $10,000 (total) that we had agreed upon. When I received the bill from the finance company, it stated that my balance is $10,100. Max Home agreed to install a shower for $10,000 but they charged me $10,600.00. When I called ******************** about the discrepancy, he didn't make any attempt to resolve the error. I would like Max Home to contact the finance company to make the necessary corrections on my account to reflect the balance as being $9,500.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had both of my bathroom showers redone in October 2022. My Master Shower had a slow leak from the drain and finally pooled up and came through to my first floor in the kitchen Christmas Eve. I paid for a plumber to come out to verify that was the issue before I called MaxHomes. Max Homes came out and took pictures and had a tech come out and rip the shower out and waiting for a new pan as it had to be customed order (Maybe April 2023 to get my shower. redone). Great, I can deal with that put was told they would find a contractor to come out and fix my ceiling and walls in the kitchen from water damage and mold. I told them I have major surgery scheduled for February and asked to have my kitchen fixed by then as it is moldy and crumbling onto the fridge and floor. They said a CTR back out so I had some come out and give me quotes and sent up to get approved. I get ignored and been really patient on this. Also, promised I would get my money back for the plumber but nothing on this either. Once I get the shower redone they have to come out and clean up all the line in the shower/tub combo too as it looks awful. Should be seamless but shows caulk clumps and unclean lines. They took pictures of this too. I think techs get rushed for 1 day installs and maybe should be 2 days so they can do the clean install. Even the plumber mentioned some things and said he would never put his name on that. I have told the company all this and for the money we spend on this, it should be done much better by the tech and management. If I didn't pay my bill I would be sent to collections, but you can't do right by the customer who paid her bill. I'm starting to regret ever getting my showers done and having my house damaged due to it.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought four windows from MaxHome. One windows was damaged and MaxHome replaced that window. However, when they replaced the Living Room window the top latch was misaligned by a quarter of an inch making it difficult to lock the top latch and sooner or later the latch will break. The Bathroom was installed crooked and the repair man told my wife we would have to live with it. As a result of the Bathroom window being crooked, the top window latch is misaligned by a quarter of an inch. The misalignment of the latch makes it difficult to lock and sooner or later the latch will break.Additionally, two of the front windows were partially caulked inside the house. I called MaxHome last weekend and told them if I didn't hear from them I would be submitting a complaint with the BBB. Since I didn't hear from them, I am filing this complaint. While I understand the company might be shorthanded, there is no reason they could not call and set up a repair date when their schedule permits.

  

  Business response

  09/29/2022

  ******************, 

  I have reviewed your installation issues with our Operations Manager, he will reaching out shortly to schedule a time to review and address your concerns. I am so sorry we have dropped the ball on taking care of your follow **** Please fell free to contact me directly if you have any additional questions or concerns. 

  Sincerely,. 

  *******************************, CAO ************

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On August 2, 2022, I contracted Max Home to remodel my bathroom. On August 22, 2022, an installer came and installed the shower. When I noticed the quality of the shower door I realized it was not the door stated in the agreement. This door is sub-standard and was supposed to be valued around $3000. I have called customer service twice and they said that someone would get back to me this is two weeks ago and I have not heard one word from anyone. We paid over $14,000 and expect to receive quality material for our money. The shower door is a Semi-Frameless Slider Shower/Tub Exposed Roller door.

  

  Business response

  09/29/2022

  ****************, 

   

  We are sorry that you are not fully satisfied with the quality of the shower door that was installed. Our Operations Manager will be in touch shortly to set up and appointment for our team to review the installed unit for any defects other issues. If you have any additional questions please feel free to contact me directly.

  Sincerely, 

  *******************************, CAO ************

  Customer response

  10/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

  The Person from installation called me and as I explained to him that it was not the installation but the quality of the shower door. If you look at the plastic door equipment the very thin aluminum (chrome) they are of very poor quality. The door handles are the same. I was told that this door was valued at $3000.00 and I have checked several stores and showed them pictures and they agreed that this door is not at that value.  The doors, when closed hit the plastic and are wobbly.  There is nothing to hold them securely in place and one of the door k**** that we were told to go in on that side is small and inconvenient to grab. We believe that the quality of the door expressed to us was false.

  Sincerely. 

  The Turners
   

  
  

  

  Business response

  10/24/2022

  After Review was completed by our ************* Manager we are ordering a new upgraded shower door system selected by the customer to replace the one installed. Expected lead on the replacement part is 3 weeks. We will be calling to schedule installation once we receive the ship date from the supplier. Thank you for your patience. 

   

  Customer response

  10/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************

  I agreed with *******/Max Home about a new door and sent him pictures of two choices that I would accept. He sent me an email to show me a door that he suggested. I could not pull down the email so I requested that he send me another email. He also said that they would have to remove the shower walls to do this. I am concerned and I will have to see what the door looks like, so he is not accepting the ones that I sent him but is choosing something else. I wanted to clarify what was said about my choice. I don't know of any door ordered if he says that he accepted one of my choices, then why does he want me to look at the email sent to me on this week. This is to make the record reflect the truth about this situation. I will follow-up with the BBB when this issue is resolved.

  ***********************

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  on 11-24-21 we signed a contract with Max home to replace two sets of doors in our house. which including not tearing the walls up around the door frames and putting new thresholds making sure it fits the cost was $12,844, the contract was order number 979113 the doors came in February 1st and on March the 22nd they had to come out and redo one door because the door was defective they put the wrong screws into the door frames and when they removed it the door frames did not fit back the same way they were supposed to and all my paint and sidewalls whatever you call it was damaged the gentleman who came out at the first install put the old threshold from the damaged doors in the new door the old threshold was damaged and painted was put on backwards, another gentleman came out on May 19 ,2022 they redid it but I still have no threshold on one door and I can see daylight out the other door now we have repeatedly called and left messages and June and July and I've had no my husband has done it his name is ****** ***** and we have not heard a word no return calls no anything we did finance this through sky okay anyway what I would like to have done it for them to finish it okay and that's what I would like to have some resolution to finish this project.

  

  Business response

  09/29/2022

  We are very sorry the communication has been less than ideal on our end.  Our Project Manager will be reaching out shortly to give you an update on the status of the touch up Paint which has been ordered from the Manufacturer. Please feel free to reach out to me if you have any additional questions or concerns.  

  Customer response

  10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17642113, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Manager call within 30 minutes  of my receiving complant,came out about a week later did some of the work ,stated needed to wait for a part  and touch-up paint from manufacturer, that's the last I  heard from them still waiting for them to come and finish job.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  ***** ********
  
   
  

  

  Business response

  10/24/2022

  We Just received the additional weather stripping from manufacture and will be calling to schedule service shortly. Thank you for your patience 

  Customer response

  10/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17642113, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  06/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had Maxhome to do a remodel on our tub/shower and the floor pan of the product feels like a sponge. It almost like jumping on a trampoline. We have a lifetime warranty, but service is very slow . We have been waiting over a month for them, (Maxhome) to fix and correct the problem. No one has yet to come out to see the problem. We were schedule for June 29, 2022, for service. I received a call on June 27, 202 at 9:26am, stating that they can NOT make the long-awaited appointment, and would have to reschedule on a further date. Well, I kept my end of the agreement and on paid them in full without any waiting or late fees, so why they,(Maxhome) can't follow up with their end of the agreement. We need the issue resolved ASAP.

  

  Business response

  07/21/2022

  We would like to apologize for the delays in correcting this issue. Like *** other businesses we are experiencing Labor Shortages and Material Delays. Our record show that your replacement materials have been ordered and is scheduled to be installed on 09/19/2022 as soon as the materials are expected to be received.  If you have any further questions or concerns please feel free to contact me directly at *************************************. 

  Sincerely, 

  *******************************

  Chief Admin Officer 

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Poor workmanship. Tub surround leaked badly, causing floor damage. The tub bench was unsupported.

  

  Business response

  06/20/2022

  Our Service team called and Left a Message on Monday 06/13, no return call from customer on record. The original install was completed in 2017 and we have completed 1 service since then to remove a water saver at the customers request. We were contacted later by the customer in March of 2018 regarding a caulk repair on the alcove buildout (not a seat). Our Service technician was unable to make it to that scheduled appointment due to a flat tire and when we attempted to reschedule the service the customer said they did not want anyone at the house at that time and we have not been contacted until the Notice of this complaint. We would like to take care of any services and review the issues with the customer and will continue attempting contact. We can also be reached at ************ or ***********************************. 

   

*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. ↩