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:06/09/2025

  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.

  NOVA Home Improvements is in breach of contract and has stated no more work will commence until more money is paid. They are now requesting $12,150 to complete the work in the contract. Contract states we are required to pay a down payment of $6,800 (which we did via credit card) and the balance of $20,650 after completion of job. The job isn't complete. I have the wrong size/placement of door, no siding, no trim, damages, and there are issues with the work performed (which I have conveyed to NOVA). Additional causes for breach: Installed 5 ft ******** ********* slider, but contract is for more expensive ****** 8 ft slider. Exterior wall studs were installed horizontally and we are concerned with the structural integrity of our roof. Insulation looks second hand and is taped together in multiple places with painters tape, as well as completely missing in some areas (pictures provided). Trim installed is a different color than other trim on home. Subcontractor damaged existing trim while installing the deck. NOVA originally agreed to replace but is now stating they will not due to having no proof they damaged it. I've included images to show the damage they caused. Work performed on deck is poor workmanship and contractor will not enter into a punch list as per contract states. Joist tape was not installed as indicated in the contract. Boards are mis cut, resulting in large gaps in the deck. Some boards were installed damaged. NOVA is asking for more money than the contract states for work their subcontractor completed without a signed change order (this was not for unforeseen damage). I also need help with a change order for the size of the door since NOVA stated 8ft door wont work and it needs to be smaller. I would like us to agree to the size and orientation of the door in writing since the contract states 8ft. I have attached a document with more specifics and pictures. I am hoping we can resolve the matter, to get the work completed correctly and finished.

  Business Response

  Date: 07/07/2025

  We reached out the customer and are waiting on a delivery. 

  Customer Answer

  Date: 07/09/2025

  Complaint: ********
  
  I am rejecting this response because: We were told the door would arrive 7/2 via an online messaging system. We then got another message that the project mgr no longer works for the company. A third message stated the door would be in the next week. Other than informing us they ordered a door and received the correct screens, they have not communicated in writing any other solution to the issues outlined in the complaint. We also still no date for install and have a 4x8 sheet of wood propped against our wall inside our home, and an unfinished exterior wall open to the elements. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/07/2025

  Project Update:
  
  The door was installed on 07/17. Trim around the door and windows was replaced, and the metal corner on one side of the house was repaired. An aluminum screen was also installed on the sliding door.
  We have also ordered full aluminum screens for the windows and will provide the customer with instructions on how to register their product in the system.
  The customer made a partial payment. The remaining balance will be paid after we address the customer's remarks regarding the deck. A document listing all identified issues was signed by both parties. The main concern involves multiple areas of crooked wood on the deck.
  
  It was agreed with the customer that the corrective work will be completed in the fall, to allow the wood to dry properly and ensure a high-quality result. All defective wood sections will be replaced. The tentative timeframe for this work is September.

• Initial Complaint

  Date:07/07/2023

  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 had my house sided by Nova Home Improvements, *** in May 2022. Per my contract, the company was supposed to strip my house, inspect the plywood, replace any deteriorated wood, and install a new vapor barrier and new insulation under the vinyl siding. During the job, I discovered the workers in the process of going over an area of rotted wood at the front of my home. I asked them to replace it but did not see the final result. I also questioned the condition of wood around the windows and was told everything was fine. In May 2023 when the weather started getting warmer, my house began having a very musty smell in several rooms. I hired a mold inspector and results were positive in wall cavity and air samples. I was asked about any recent home improvement jobs and discussed the siding replacement. Looking through photos, it was discovered that the company left all of the old backer boards underneath the new insulation. I reached out to the owner/contractor. He was agreeable to come back and talk. On 7/1/23, he brought two of his workers. They agreed to strip a wall of my choice and assess the integrity of the plywood, which was supposed to have been done during the initial job per our contract. There was a board with what appeared to be mold underneath my bedroom window, which is one of the rooms that tested positive for mold. I asked the owner how my plywood was inspected when all of the old materials were left in place. He responded "we were able to peek behind it." Attached to this complaint are photos that show the backer boards are nailed down, with old silver vapor barrier on top of it. There is no way to see underneath it. They also confirm that a new vapor barrier, per my contract, was not installed. The owner felt that coming back to restrip one wall was sufficient enough and the integrity of the plywood for the rest of the home is unknown. I paid $14,000 for a job not completed per contract with odor/mold issues not present prior to the job.

  Business Response

  Date: 07/25/2023

  Worked on ********** house which we found pressed board in excellent shape under her old siding. To add to her energy efficiency we left the pressed board after checking to make sure there was no rot on the house sheeting. We installed our insulation board followed by our vinyl siding system. 

  ********* contacted us saying that she has mold and rot issues. I explained that we checked her walls to make sure there was no rot. She didnt believe me so I came to her house and asked to choose any walls she wants on the house for us to take apart remove all the siding and insulation to prove she has no water rot or water damage. Which she didnt. Im attaching a picture of the wall. 

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20283744
  
  I am rejecting this response because:

  Within our contract Nova Home Improvement stated that any areas of rotted plywood would be replaced. The owner has admitted that his workers left old particle board in place, which regardless of its condition prevented visibility and inspection of my plywood. My contract also stated that a new vapor barrier would be installed, which was also not done because the old one was left in place. There were three layers of material covering my sheathing that were not stripped and again, prevented inspection of the plywood. As stated in my original complaint, during the job I found his workers siding over rotted wood on one area of the house. The owners response to me expressing my concerns over what else they may have covered was that he "trusted his guys." The owners response to me asking how my plywood was inspected with multiple layers covering it was "We were able to peek behind it." Recently, I had several reputable contractors come inspect the siding. I was informed that the house should have been completely stripped to the plywood and that the musty smells present within my home are likely due to the added insulation over the particle board. I also received feedback that the windows are not properly wrapped and there is wood exposed that should be completely covered to prevent water penetration. There is a noticeable improvement in the musty smell in my bedroom since Gleb and his workers stripped that wall on 7/1/23 and removed all of the old materials (which I retained a full bag of). One of the other contractors suggested that I leave the bag outside in the sun to see if it gave off a similar smell. I did. And the smell was the same.  The owner was not present during any part of the original job. Therefore he cannot speak to the integrity of the work that was or was not performed, or confirm that the sheathing has no problem areas underneath years of old material that his workers left in place. I have provided sufficient evidence to show that the work was not performed per contract and the remaining walls of the house should  be stripped and revised accordingly. 

  Sincerely,
  
  *********************************

  Customer Answer

  Date: 08/08/2023

  Hi Gleb, 
  
  I sought out the assistance of the BBB as a neutral party to help us communicate and come to an agreement about my house. 

  I am reaching out to you again to ask that you come back and strip/revise the remaining sides of my house as you and your workers did on 7/1/23.  
  
  There has been a significant improvement in the musty smell on that side of the house since the old layers of material left in place during the original job were removed. 
  
  I will pay for any wood that needs to be replaced, as per our original contract.
  
  As there has been limited response back from you, I did met with attorney ********************* at ***********************, PC to discuss my rights as a consumer. I would like to try and settle this with you without any legal recourse.
  
  Please get back to me and let me know.
  
  Thank you,
  *********************************