Complaints

This profile includes complaints for Remodel USA, LLC.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Remodel USA, LLC.

  605 Hampton Park Blvd Capitol Hgts, MD 20743-4924

  
• 

  Remodel USA, LLC.

  970 Loucks Rd York, PA 17404-2273

  
• 

  Remodel USA, LLC.

  15815 Frederick Rd Rockville Rockville, MD 20855-2219

  
• 

  Remodel U S A, Inc.

  1 Solution Way Ste 114 Waynesboro, VA 22980-1972

• 

  Remodel USA, LLC.

  6700 Virginia Manor Rd Beltsville, MD 20705

  

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:02/12/2025

  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.

  Well, I hope the pics get to you because their remark about not receiving additional calls or requests is not so.  We called two days after the service call. Sent pictures in texts on Feb. 3rd and March 2nd.  The service ***** did not make a follow up call asking if it was done to our satisfaction.   We did not hear anything until two days after I got an email from BBB stating that the Remodel USA had been notified.  That call was from *****.  He asked why I signed the paper if I was not pleased. We were told to not use the shower for two days.    The new walls looked great. BUT the space under the doors was not.  We did not know the splashing would still occur until we used the shower. Water splashed under the doors just as the first set of doors did.  EVERY time we shower we have to wipe the floor.  
  I signed the paper thinking that these professionals fixed all the problems.  The splashing water was always a problem!  
  Their service has a life time warranty. Were told more than once that the customer had to be completely satisfied.   So, my question iswhy cant they just fix the problem in a timely manner?  Communication with REMODEL USA is pretty bad.  Out of time but not facts.ally had them redo the walls to fix the trim and caulking problem. We still have water splashing under the doors and sent new pictures to the head lady, ******* and Mr. ******* several weeks ago. They got their money and obviously we are not a priority. We have to wipe the floor and keep the rug away from the doors every time we shower. 8 months later our lifetime warranty is not being followed up on. Mr. ******* told us before Christmas that he would call us and come by again. Nearly two months later, we still have not heard from them.

  Business Response

  Date: 02/21/2025

  To whom it may concern,

  Our team completed a service call on January 2, 2025. A ticket was signed by the homeowner acknowledging the service was completed. The service department also conducted a follow up a call to confirm the service was completed to their satisfaction, which was verbally confirmed. The service department has not received any additional calls or requests from the homeowner that issue was not resolved or if they require any additional assistance. The service department will contact the homeowner to inquire if they need additional assistance. 

  Thank you,

  ****** T

  Customer Answer

  Date: 03/10/2025

  Well, I hope the pics get to you because their remark about not receiving additional calls or requests is not so.  We called two days after the service call. Sent pictures in texts on Feb. 3rd and March 2nd.  The service ***** did not make a follow up call asking if it was done to our satisfaction.   We did not hear anything until two days after I got an email from BBB stating that the Remodel USA had been notified.  That call was from *****.  He asked why I signed the paper if I was not pleased. We were told to not use the shower for two days.    The new walls looked great. BUT the space under the doors was not.  We did not know the splashing would still occur until we used the shower. Water splashed under the doors just as the first set of doors did.  EVERY time we shower we have to wipe the floor.  
  I signed the paper thinking that these professionals fixed all the problems.  The splashing water was always a problem!  
  Their service has a life time warranty. Were told more than once that the customer had to be completely satisfied.   So, my question iswhy cant they just fix the problem in a timely manner?  Communication with REMODEL USA is pretty bad.  Out of time but not facts.

• Initial Complaint

  Date:12/26/2024

  Type:Delivery 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 initially submitted a form to receive a quote for services from this business. I received a call within minutes of submitting the form, which I found interesting. I was requesting a service quote, but they insisted that they would need to set up an in-person consultation to receive a quote. Submitting information yourself was not an option, so a 'free' consultation was required for the quote.The person I was contacted by seemed to be a sales *** and said another individual would contact me to set an appointment. I received a call a day later, set a date for the following week, and requested an email confirmation for the date set. I never received the email confirmation. Instead, I received a call from another ***resentative attempting to set an appointment later that day. I told this ***resentative I talked to someone earlier that day, once again confirming the date for the appointment over the phone and requesting an email confirmation as well.Once again, I never received the email confirmation; instead, I received a text with no information about the appointment. I texted the number back, saying to cancel any appointment that was ******* has been a week, and I have been constantly receiving ghost phone calls from this business - random calls from random numbers and no one speaking when the call is answered. Calling the number back lets me know that this business is calling me, but I can never connect with a human.Please stop contacting me immediately.

  Business Response

  Date: 01/16/2025

  We regret to learn that the homeowner experienced a disconnect when scheduling their free estimate. The homeowner will no longer receive communications to schedule an appointment, however, if they wish to reschedule the estimate they can call ************.

   

  Thank you,

  ****** *. 

   

• Initial Complaint

  Date:11/03/2024

  Type:Sales and Advertising 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.

  [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,
  
  ***** ********
  
  oor or poor installation. On 8/4/24 the handle that holds the door shut broke off the tub. We contacted ****** ****** again and a new handle was sent to us that looked different than the old one. We were then contacted by **** ******* of ** Fiberglass, another subcontractor, on 8/15/24. He came to our house on 8/19/24, contacted ****** and found out the door and handle were the wrong parts. On 8/26/24, **** phoned and said he had the right parts and would set up a time to complete the job. He hasn't yet, nor has he returned phone calls. ****** ****** also has not returned phone calls. We would just like to be able to use the tub. We invested in the tub for several reasons. Therapy for my husband's multiple arthritic joints as well as safety since he also has ******************************. As an RN, my work is physically and emotionally challenging. A soothing whirlpool bubble massage would be beneficial for us both.

  Business Response

  Date: 12/09/2024

  To whom it may concern,

  Remodel USA reported the customer's claim to the manufacturer. The claim was fully covered under the Kohler warranty. The manufacturer sent parts and scheduled technicians to resolve the claim. Remodel USA followed up with ****** to ensure our mutual customer was being taken care of. The customer also confirmed directly with ********************** that the issue has been resolved.

   

  Thank you,

  ****** *. 

• Initial Complaint

  Date:10/28/2024

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22481943
  
  I am rejecting this response because: I still have not received any f the original documents and the reason no one heard from me was because I only found out the name of the company when I refinanced my home. This company should know who they force someone to finance with and that company did put a lien on my property. To my knowledge it is still there even though a check was sent to pay the balance in full. What an irresponsible company. That finance company also used the ruse of a solar installation company not they installed a ****** dollar shower! Let the buyer beware of this company's shady dealings.
  
  
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/14/2024

  To whom it may concern,

  Remodel USA provides the customer a copy of the agreement and the warranty information is included inside the document. No requests have been made for service since the installations completion in April 2023. A completion certificate was signed acknowledging the work was completed to the homeowner's satisfaction. The customer placed a deposit on the project and the remaining balance was financed with a third party lender. After the the project is completed the loan becomes active, and all payments are to be made directly to the lender. Remodel USA did not put a hold on the customer's property and we have not threatened to take equity or the balance if the customer sells the home. The customer will need to contact the finance company directly to avoid any penalties for late or non-payments on the loan. Remodel USA will mail copies of the agreement to the customer, along with warranty information. 

   

  Thank you,

  ****** *. 

   

  Business Response

  Date: 01/28/2025

  The homeowner's account with ********************** was paid in full with the deposit and funding from a 3rd party lender. Remodel USA does not have access to their payment history with the lender and we encourage the homeowner to contact them to discuss the details of their account. If the homeowner needs to file a claim on the warranty the service department can be reached at ************. A copy of the warranty is attached, along with the agreement. All paperwork has been sent directly to the customer and we will mail out copies again. 

  Thank you,

  ****** *.

  Customer Answer

  Date: 03/05/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22481943
  
  I am rejecting this response because:I finally received the original paperwork of the work order I signed on the late night pressure sales but it had no warranty attached.

  31000 is quite a lot for a 77year old woman to be pressured into signing to have a shower installed with no means to complain or compaire. I said I wanted to wait but the salesman said it was then or never! He never said there would be no one to call or no way to discuss my options on the costs. I told him my other bathroom shower was ************************************** it was so inferior to his and wouldn't last as long, etc. I feel really taken by these people and like I was really cheated and with me being on a fixed income. To pour salt on my wound they put a hold on my property and I still have not heard they have taken that off even though I paid their hostage fees. I had to take a second mortgage to do so. I would never do businsess with these people.
  
  
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair 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.

  [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,
  
  ***** *******
  
  

  Business Response

  Date: 11/12/2024

  To whom it may concern,

  The contract dated Sept 11, 2024 did not include sub floor or flooring work to be done. The broken water shut off valve was discovered during the installation and the homeowner was notified. Remodel USA replaced the water shut off valve at no additional costs to the homeowner. The homeowner did not notified Remodel USA of any broken or discarded property during the many conversations and interactions regarding the completion and finalization of the account. The customer signed a completion certificate acknowledging the project was completed to their satisfaction. Any claims for damaged property can be submitted to Remodel USA via email at *********************************** please include pictures of the damaged property, along with a description of the damage, and an estimated value of the item.

  Thank you,

  ****** *. 

• Initial Complaint

  Date:10/15/2024

  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.

  Installed walk in shower the shower is leaking under the shower pan it is the bottom of the shower base it is ruining my flooring underneath the shower I have a limited life time warranty they replaced the shower one time same problem please help.

  Business Response

  Date: 02/03/2025

  Our technicians completed the service on this project. The homeowner signed a completion acknowledging the work was done to their satisfaction. 

   

  Thank you,

  ****** *. 

• Initial Complaint

  Date:10/15/2024

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22425171
  
  I am rejecting this response because: I signed the agreement to work with Remodel USA in late July 2024 for $15,000. I was advised by **** ******** the General Manager, I believe, during his visit to my home to convince me to maintain my preliminary contract that all customers receive a project manager (**) that handholds the customer and the project thought the renovation process and provides you great customer service and solves your challenges. And that the **s are not overwhelmed with other projects. I was told, all their employees are in-house,no outside contractors so that makes fixing problems efficient. That comment is one of the main reasons I agreed to proceed is because of the customer service aspect that the Manager mentioned Remodel USA is all about. He also told me if, the ** could not fix my challenges to call him, and he would get it done. He also said my project would be two or three days at most. They began a shower ***lacement in my home on Aug 29, 2024, and finished the install on September 3rd but did not complete the project in totality/per our agreement until October 3, 2024. Mind you, we agreed the project would be complete before I went overseas.

  There were problems from the start, before the physical remodel began, during the installation process and to close out the project.Prior to start of the installation, the project manager (**) was supposed to coordinate the water shut off and schedule with my property management company before the start date. Remodel USA informed me they needed to cut the water off for the building for 1 to 2 hours. Mind you, I advised them and the manager (****) that I had a water heater. But they again advised the buildings water needed to be turned off. No one called the property management company as we are days away for project start date, so I called **** multiple times and left a voicemail each time. He does not return the call or have anyone call me on his behalf. This call was to mitigate or curb any future unnecessary challenges and it was all to no avail.
  Before the installation begins there is no contact by the ** and I do not have a name or contact number. Why dont I have their information this close to the start?! So, I am forced to call the company number multiple times over several days before I can reach someone and alert them to the water issue. I reach someone a day later and they say they will handle it and they confirmed the reach the property management company. She also advises the ** normally makes contact the week of the install. 
  A week later I have not heard from the ** or have confirmations, and work has asked me to go on a trip, without confirmations from Remodel USA I have no reason not to agree to the trip and thus I push the date project start date by a week. Note: I still do not hear from the ** before the project begins.
  Thursday the ***** Day of Installation. August 29th
  Delivery truck drops supplies early in the am, driver shows inventory list to the two workers they review and see they have all the supplies on the list and start to work. I am surprised that the two workers are Spanish speakers with limited English (and I am not a Spanish speaker), so every day we have multiple rounds of conversation per inquiry/task/etc. to ensure I understand the challenge and that they understand how I want the challenge resolved. This mode of communication is stressful and exhausting. The ** should be doing this or involved so the effort is minimal on my part, but he is not. And still I have not been contacted by him. 
  The ** did not do coordinate with the property management, I had to spend two hours working on this issue with the property management company and the ***** board as the ** had not contacted them. Remodel USA called the property management company but did not obtain instructions of how to shut the water off or where the water shut off value is located (what kind of work ethic is this?).  I called Remodel USA to see if they could help, they said they would call the **. I also called and could not reach the ** as we attempted to resolve the water shut off challenge and the two workers were not aware of how to turn off the buildings water or know where the water value would be. Hours later, the problem was resolved by my asking the workers why we couldnt turn off the water heater (both workers understood as I pointed at it looked shocked when I mentioned it), they turned it off and went to work in the bathroom. I now feel slightly irritated because I mentioned the water heater to several personnel at Remodel USA including the manager. Why wasnt this added to my paperwork?! Note: while the water was on the workers had to work slower than normal for several hours to avoid causing any water related issues. Remodel USA has now inconvenienced their own employees or contractors, Im certain of their employment status. The ** did not call me back until 3pm (first time communicating) that same day and he advises that he is in ************* supporting another project and that is why he wasnt available to support me. Additionally, he never visits my home and there was never any supervisory inspection of the bathroom by the ** to provide strategic perspective and critical thinking on how to efficiently complete the job in a timely matter. I do not believe this was done by the Manager or the Salesperson who were at my place nearly a month ago either.
  Thursday - Saturday
  On several occasions, the workers cant reach the **, and only some of the time am I able to get ahold of him. A myriad of challenges and issues occur which require the **, but he is not available, so I have more rounds of stressful conversation with the two workers and time out of my day.Where is this customer service focused ** I was promised?! I cant see into *************. So, no, where to be found. The workers also had to make several runs to ********** and needed the **s approval to buy goods and his delays in response also delayed their work progress.
  On Saturday August 31st
  I let the workers in and leave them at my place alone, I have stuff to get done before I leave town. The two workers do all they can during the day and then install the walls, which will take several hours to dry. Its 3pm so they leave for the day and text me and the **. I had simply let it go; I didnt have the energy to deal with another challenge and I can tell I am not an important client to the company, so there is no point to complain. The ** calls me 5 minutes later in a **** about them leaving. He informs me that he is ***lacing the team because they were supposed to finish today and are not able to come back on Sunday. **** this is your staff, why dont you know their schedule?! Now, I must rush home to let them in because they left some supplies believing they would return. Note: theyve been let go from the project because they didnt finish fast enough, perhaps if they had been supported effectively by the ** early on in the project that might not have happened. 
  One of the workers mentions to me the ** said he was not going to pay them for any of the work. Uh, **** of Labor step to the front of the line, please. Check in on this I dont know if this is a business practice, but the fact that they are Spanish speakers concerns me that they may not be aware or able to fully protect themselves.
  On Sunday September 1st
  The new team of two arrives. Also, Spanish speakers, but there English is enough that we dont require rounds of conversation and we are effectively able to communicate. Why werent they sent initially to start the project?! They do an inventory of the supplies remaining for the install. The worker mentions the shower door is missing. The salesperson did not order all the parts, the delivery truck team didnt think it was strange to deliver all new shower equipment without the door, the ** did not notice it was missing from the inventory list before the order was sent to my home and the original workers did not do a proper inventory of the installation parts upon their arrival. This causes more delays and were already on day four after I was promised 3 days at most.
  On Tuesday September 3rd
  The shower door arrives and is installed. Ive alerted Remodel USA to damage I noticed to the ceiling, and they will have the workers fix the damage to the ceiling. I also cant use the shower yet because it needs 12 hours to dry and settle, etc. before use after installation.
  That means I will only get to use the shower once before I am to leave. This makes me nervous, because what if there are issues that I cant see, or heaven forbid a leak.
  One Wednesday September 4th
  The workers come late in the day to ***air and fix the ceiling damage which includes painting it. They fix the damage and paint a part of the ceiling. I ask the worker why? He said and I kid you not the ** advised them to paint of the ceiling specifically where the damage is. Again, why?! I feel immediately suspicious. The bathroom is small just paint the whole ******** now the ceiling is now two different colors. The ** calls me to ask if I am satisfied with install and ceiling ***air. I note the ***air is satisfactory,but I am not happy with the worker painting of ceiling; the ** agrees to fix it, but it must wait until I am back in town I still dont know why it couldnt be done that day, right then and there. It would have taken the worker maybe 20 minutes. The ** and I text and talk on the phone. We make the agreement to have the ** contact me on the 23rd and someone at my place on September 23rd to paint and conclude the project. I verbally told the ** I work from home Monday; they have the whole day to paint if they need it. And I asked him to have management call me, management never calls, writes, text, etc. per usual, I also emailed management the same day and they are silent when customer service is needed.
  I go overseas.
  I get a call from the **************** that the job is complete.
  Note: This is my fault and my mistake in my rush to get ready to go overseas and run my errands prior to departing I wasnt thinking correctly. On September 3rd, I signed completion papers, but I commented about the ceiling and about issues with customer service, the ** challenges that caused the issues and that I wanted this resolved before any actions were taken.
  The **************** tells me, Remodel USA has been paid and my payments to them will start in a month. Why?! I have a signed agreement with Remodel USA that I am to make one additional payment upon completion and before utilization of the loan occurs. And they still need to paint the ceiling. This is now a principal issue. I am forced to file a complaint with the financing agency because I have trust issues since I know Remodel USA does not do customer service. Not only that, but two weeks after I have filed the complaint, and I am back in town the ***************** notifies me that Remodel USA stated they dont paint.
  I had messaged the ** earlier that day before hearing from the **************** to let him know I was expecting his call upon my return to finish up painting. He does not respond; I wait a respectable amount of time and then email the financing company proof of agreement to paint. They emailed Remodel USA immediately with the proof and notified me the message was sent. I genuinely felt like it was a wait and see game with Remodel USA to see if I would cave and let it go.
  The following Monday, the ** apologizes for not getting in touch with me as he was not available. He never really was, I was lucky to be in his rear view mirror the entire time my project was occurring. While he was off providing the customer service I paid for to the people in **************All he had to do was respond to my text received, busy at the moment, Ill follow up soon.
  Remodel USA/ the ** were forced to contact me because a powerful entity holding purse strings said we paid you, now meet your obligation to the client. After the promise of great customer service and a beautiful renovation. They did not provide the one thing I asked and the main reason I made the agreement with them ********************** I simply could not understand the attempt to squelch on this small agreement everything else was done and all I asked of you was that you keep your word for damage your organization caused and rectify it completely and satisfactorily and we could have called it a day. I am not a do it yourself fix it person, customer service is extremely important to me, so I am happy to pay to have these imperative tasks accomplished by capable courteous professionals who meet the promises they make without needing someone over their shoulder or constant interaction with me.Remodel USA did not meet the *****
  On Tuesday October 1
  I contact the ****************** of Remodel USA about the full payment received from the ****************. I advise that per our agreement, I was to make an additional payment at completion of the project before utilization of the loan. The woman I spoke with advises they were paid, but she asked someone behind her (management I assume), can he make the second payment? They say, yes, immediately, and she advises shell have the loan delt with and reissued for me to sign a new one. The call ends at 3:07pm.
  I kid you not, at 3:07 pm, I get a note from my bank that the second payment of $8,000 has been pulled from my account. I wasnt off the phone for even a minute before the processing of the payment. The point I want to make is where financing is concerned, they take immediate steps to support, correct, manage.But should you have a customer service issue concerning their work or their lack involvement or lack of follow through and they are radio silent unless you have someone like a financing company forcing them to do what they promised.
  On Thursday October 3, 2024   
  Workers come in the am to paint the ceiling.  I am more appreciative with the ceiling being painted than any other part of the job. I cant even enjoy it!
  Remodel USA this was my first home renovation and let me tell you, your organization has taught me a lesson. Review the corporate detail in absolute detail and if the names, titles, phone and email of leadership are missing like Remodel USA, dont use them! Youre not customer service oriented,your **s are not invested in every client for the high value we are paying for service, and we need enforcement to get you to complete agreements. This was a $15,000 shower renovation job, to me that is a lot for just a shower ***lacement, and it has been issue after issue and a customer service nightmare. I sincerely do not appreciate your General Manager falsely telling me customer service is important to **********************. 

  Additionally, when I filed this complaint with BBB on October 3rd, I believe, a *** from Remodel called me during the workday on the 16th of October, I think. I was outside with construction and could not hear him. While I was attempting to move to a quiet location to have the conversation, he said he'd call me back and hung up. He did not provide me his name or a number for me to call him at my convenience. He calls me back on the weekend (October 19th) I answer, he asks what my issue is. I asked him if he read my compliant, he said "no". What kind of resolution team does not read the compliant. I asked him to read it and call me back. They never called back. This is an indicator of how they work these issues. This matter is not resolved. 

  
  
  
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  

  
  On several occasions, the workers could not reach the **. A myriad of challenges and issues occur which require the **, but he is not available, so I have more rounds of stressful conversation with the two workers to resolve them. The workers also had to make several runs to ********** and needed the **s approval to buy goods and his delays in response also delayed their work progress. On day 3 when they dont complete the project before leaving, the ** fires them from project. One of the workers advised me that the ** said he would not pay them 3 days of work. I despise being involved in seedy/corrupt behavior. The shower door wasnt ordered with everything. The ceiling was damaged during the install. Worked with the ** to repair it and set a date to paint. They inform the **************** (**) that all business has been concluded. I then must file a complaint and use the ** to force them to keep their agreement and paint the ceiling, which is done. I had to be my own **.

  Business Response

  Date: 11/05/2024

  To whom it may concern,
  
  
  The water shut off for the homeowner's unit is located inside the unit therefore no coordination with the building was required.  The project manager was able to communicate with the crew on what was required on the project.  The project manager spoke with the customer over his concerns and made the decision to remove the crew from the project. Remodel USA's policy is conduct business in a professional and ethical manner with our customers and employees. ********************** resolved all concerns the customer expressed and obtained a signed completion form acknowledging the job was done to the customer's satisfaction. 
  
  

   

  Thank you,

  ****** T

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair 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.

  [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,
  
  ***** Peace
  
  

  Business Response

  Date: 10/18/2024

  Remodel USA has received no service request from the homeowner. The customer will need to contact ****** windows to submit a manufacturer warranty claim on the windows. 

   

  Thank you,

  ****** T

• Initial Complaint

  Date:09/27/2024

  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.

  Bathroom remodel was started in July. It was promised that the work would take a week. After a week the work was just about complete, and the contractor promised to return to finish the job. He never returned. I reached out to the project manager, and he stopped taking my calls and did not return messages I left. I paid $35,000 and the job is still not finished, and it's been two months.I can't reach anyone at the company by phone, though I left many messages. NO one is returning any of my calls.

  Business Response

  Date: 10/15/2024

  To whom it may concern,

  Remodel USA has been in contact with the customer. An appointment was scheduled to address the homeowner's concerns. The service was competed and the ticket was closed out. A copy of the signed completion certificate is attached. 

   

  ****** *. 

• Initial Complaint

  Date:09/22/2024

  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.

  Remodel USA installed a Kohler walk-in shower July 2022. Shower supposedly guaranteed for a lifetime. During last few months one of glass doors sticking and will not slide open. Company contacted multiple times over last 2 months. No response to voice mails; text messages or emails. No response at all. I just want to arrange for someone to come to my house and assess/correct issue with door but I cannot find someone with whom to speak and arrange a date/ time for someone to check shower door. This has been EXTREMELY frustrating and I can find no solution. Any assistance is greatly appreciated.

  Business Response

  Date: 10/10/2024

  To whom it may concern,

  Remodel USA service department has no record of missed calls or messages from the customer requesting service. Our service department will contact the customer today to obtain additional information on the concern.

  Thank you,

  ****** *.