ComplaintsforYankee Home Improvement, Inc.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a small shower in my master bedroom in a condo. I wanted to replace with a shower that would be easier for me to use. I am a senior with mobility issues. A salesan came and showed some samples of walls. Made up a quote that was extremely high. Kept saying that I needed to sign right now or could lose out on quote. He was very pushy and overbearing. All he was interested in was meeting his quota for the month. Ended up signing for a shower costing $15300. Never saw a picture of what it looked like. Shower turned out to be nothing but plain white walls and a corner seat that ate up all the space for me to get in the shower. Had no idea that the seat was that big, It defeated the purpose for getting the new shower. This shower is less useable than the one I had taken out. Theyhad to come back a couple of times to fix things that were wrong. Kept saying that the shower was not what I wanted. Talked to them once on phone expressing my disappointment. About a month ago, I wrote a letter to the owner, Mr R****. I have never received so much as an acknowledgement that he received it. This shower is certainly not a $15,300 shower or the shower I was asking for. .I doubt that the shower is even worth $10000. I do not want someone else to go through an experience and expense like I have gone through.

  Business response

  10/11/2023

  Our team was in communication with ************************* in May and documented her concerns at that time. We corrected the workmanship issues that she brought to our attention. We understand that she was not pleased with our staff member's method of communication.

  Customer response

  10/12/2023

   
  Complaint: ********
  
  I am rejecting this response because:I'm sorry that they do not understand that I have a shower that is less useful than the one taken out,  The salesperson was told this is the reason I was doing the new shower.  I did not see what the shower was going to look like.  If I had, I would have known the corner seat was not a good idea.  Also, I sent letter to owner. I never had a response or acknowledgement that they had the letter.
  This can be settled by them sending me a check for $5000 so that I am paying the correct price for a low grade, useless shower.  I am going to have to replace this shower.
  
  *************************************************

  Business response

  10/23/2023

  Our plan is to offer to redo the job completely so we can install a larger shower base and a fold-down seat instead of the fixed bench seat that she has now. This should give her more room to move around. I'd like to discuss this with her and send our production manager out to meet with her to review the layout in person. I called the customer yesterday to discuss this option but have not heard back. I just called and left ****** a voicemail.   

  Customer response

  10/23/2023

  I am willing to talk to Valley Home production manager about my shower.  I have not received a call from Valley Home on either of my telephone numbers.  Land phone number is ************ and cell phone number is ************, I am usually home from 10AM to 4:45PM. After that I can be reached on my cell phone number.  Have been having a little problem with my cell phone lately, so best to try to reach me on land phone.

  Thank you - *************************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got seven new windows installed by Yankee home improvement. During the installation job, I looked outside to see an unknown female and small child approximately two years old wandering around my backyard. Apparently one of the family members thought that it was appropriate to invite his family over to my house to randomly wander through my yard in my property, technically trespassing without my permission. Furthermore, a building permit was pulled for this job installation, which technically makes this a job site and Im pretty sure a small child approximately two or three years old is not allowed on a job site. This is completely unacceptable.After the crew left, I was left to clean up their mess. Insulation and trash all throughout my house. Windowsills were not vacuumed, one window seal is broken, completely appalled at how my house was left. I will never use this company again, and I would not suggest anyone else to use them. Especially if you dont like random people wandering through your property.

  Customer response

  02/21/2023

  I am looking for them to resolve this issue with some sort of discount off the full price.  I did not pay to have my window sills damaged, I did not pay to have to clean up after the crew and I sure didnt pay to have someone trespassing in my yard. 

  Business response

  02/21/2023

  After speaking with the customer, Yankee Home agreed to repair any damages and provide a thorough cleanup. Additionally Yankee provided a partial refund. Customer agreed to this proposal.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Salesman used 2 different billing companies, 15K each,. Billed my wife separate from me, never seen an itemized bill. Though we paid 15K for 12 windows and storm door. Billed 2 months later by another finance company. NO idea. When I tried to get an itemized bill they refused to do it. I ask cost for one bathroom window and David the salesman sent me a email $2045 for window and installation. Ask to speak to general manager, ignored. I am an elderly veteran, nurse and father of 3 including an Autistic daughter. My wife is a native Filipina and knows less than I did. He separated us, invaded our home and robbed us a mouse point. Very disappointed.

  Customer response

  12/06/2022

  BBB spoke with the consumer directly and confirmed with him that his desired resolution is an itemized bill and an explanation of charges.  

  Business response

  01/06/2023

  The complaint was escalated to management immediately and our sales manager met with the ******* on December 9, 2022 to review their concerns. He went through both contracts and loans with the ******* and clarified any confusion. The customers were satisfied with the explanation and agreed that they understood the loan situation. If there are any further concerns or clarification needed, we would be happy to provide that to the customers.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company falsely advertised a discount in installation. When I asked for the discount that was advertised for free door installation during the month of July, I was told I was already given a better discount. However at the time of my consultation, I was told of a price increase on the material earlier in the week. The salesman called his boss and supposedly was able to give me the price before the increase. Also there is no breakdown of costs on my contract. So i think the whole thing is bogus. Also I had a scheduled appointment for them to paint the inside trim and correct the door locks that had been installed upside down. They were no call and no show on that day. They said they confused my appointment with someone else.

  Business response

  09/30/2021

  Consumer Response /* (3000, 6, 2021/09/02) */ The company has contacted me. They are denying the false advertising. They claim they were taking about windows and shower doors. Why would they combine those two. They are nothing but liars !! Business Response /* (1000, 9, 2021/09/09) */ Regarding the advertisement concerns: The Rock 102 ad states: "Free labor on the installation of new windows, doors, and their signature one day bath system. Yankee Home is offering no money down, no interest, and no payments for a full year. Visit Yankeehome.com and use Promo code Rock 102." A separate Rock 102 ad states "Use promo code Rock 102 and you'll receive free labor savings of up to 1500 off installation of new windows, doors, or their signature one day bath systems." Up to $1500 off installation equates to a maximum discount of 10% off retail. The consumer received a total discount of 15% off retail at the time of sale in May, which would be a greater discount than was advertised with Rock 102 during the month of July. Regarding the missed appointment: We had a service appointment scheduled for 8/3/21 to flip one of the lock sets over and to install and paint new casing. The appointment was missed due to an error internally. We tried to reschedule the appointment, but the consumer hung up on the coordinator. We called back and left her a message in hopes of rescheduling. On August 31st our production manager called the consumer and left a message. They were able to connect on September 1st. The hope was to schedule a time to meet and address her concerns. The conversation was short so they left it as we would call her back with some days and times our service technician was available. Our coordinator called on 9/1, 9/2, and 9/7 and left her messages. They spoke on 9/8 and scheduled an appointment for her next day off, 9/24 for our service technician to visit and move the locks and replace the casing. Consumer Response /* (3000, 11, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not addressed the advertised special on Rock 102. They mentioned Exterior doors and a discount on installation up to $150.00. They were very condescending to me on the phone. I was very disappointed in the way I was treated by the management team. Furthermore, I was told by the salesman that I was getting the prices prior to the increase earlier that week. Business Response /* (4000, 13, 2021/09/22) */ The Rock 102 ad was addressed in our prior response. The ad mentioned up to $1,500 off installation which equates to a maximum discount of 10%. The consumer received a 15% discount.

*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. ↩