ComplaintsforCapital Remodeling, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Kitchen remodeling was done from Jan 7 2024 to february 16th 2024. Remodeling included new countertops, backsplash, cabinets,pantry, sink, installing laminate floors, moving fridge and dishwasher to another area in the kitchen. Job completed satisfactorily. However, we came from a trip on March 26 and there was a puddle of water coming from under the dishwasher that had leaked down to the basement. Called ********** and they said that there is no pipes in the area of the leak and that it is in fact the dishwasher leaking onto the floor. The leak caused damaged to the newly installed flooring and since Capitol remodeling are the last people to install my dishwasher, my husband and i reached out to Justin to see what can be done and all we received back was a generic email with warranties to the sink, faucet, cabinets and backsplash that was installed. We left a voicemail with customer service nothing. We accidently missed a call from their marketing asking us when would be a good time to have an open house for the newly installed kitchen, we called back and left them a message regarding the issue with the flooring... we have yet to hear back from them... i just want the flooring that was damaged from the leak to be changed.

  Business response

  04/24/2024

  To Whom It May Concern,

  Capital has been to the home to investigate any damage and has scheduled the repair for 4/25/24. Looking through our notes and phone log we show no report of a leak or of any damage so unfortunately there was some miscommunication somewhere.  We are glad that it all got worked out and the repair will be done tomorrow.  

  Thank you

  Customer response

  04/26/2024

  
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/18/23 i had a sales rep from Capital Remodeling come to my house and give me an estimate for 4 windows, the price was reasonable so we accepted and gave a deposit of $1400 towards the whole price of $5400, they were to get us financing for the additional $4000 which should not be a problem as we make more than enough to cover the monthly, on 11/30/23 i got an email asking for my credit report to be unlocked which i did and replied saying that it was done on 12/1/23, at this point as i dont check my email constantly i asked to get texted anytime something was needed, then on 12/6/23 i got another email asking for information on my mortgage payment as the wrong amount was put on the info sent to the bank, i guess my mistake i gave the wrong amount, no text was sent and i did not see this email until 12/19/23 when i got a call from the regional manager asking for it and i gave him the info, then on 01/02/24 i called asking about install dates and left a VM as getting anyone on the phone is near impossible, i got a text back a couple of hours later saying asking for the same info i had given a couple of weeks before, i gave the info again over text this time, the sales man over text assured me that with this the windows would go into production ASAP and be installed 5 to 6 weeks he sent a new DocuSign which i completed and that was that, then on 01/31/24 i got another text asking for more info on my wife`s income and also after the guy came to take measurements there was a new contract drawn up cause the price was going up due to the need for tempered glass which i thought was already included, at this point i started tring to get someone on the phone with no luck for days, finally i sent a text saying i wanted to cancel they said they would just not charge the extra then more info was requested a few times and when i finally got someone on the phone i was told we cant cancel as the 3 day cancelation window has passed, but it passed even before 11/30/23 so???

  Business response

  04/04/2024

  To who it may concern,

  As you can see from the email and text exchanges, we were spending an exorbitant amount of time attempting to get our client approved through our 3rd party financing.  Unfortunately, as any lender does, they require income, etc to be provided and make sense.  When the income, etc does not add up, there are just simple explanations needed along with the proof.  You can imagine that any lender lending money wants to make sure they get paid back. We apologize if the questions were annoying or cumbersome but in this case they were necessary.  We did get our client approved and are ready to get them on the schedule and install the windows. If at any time any of our financing clients would like to pay cash, they can certainly do so. In fact our contract states that the remodeling work is independent of the financing.  As we did get our client approved, and the three day rescission has passed, we do have a valid enforceable contract. 

  Thank you and please let us know when you would like us to install your custom made windows.

  Customer response

  04/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The three day rescission passed even before the first time i was asked for any information, also the company did not follow my explicit instructions to text me anytime anything was needed from me as i do not check my email every day, second i have been told " we are ready to proceed with install" numerous times and every time something else comes up, it wasn`t until i asked to cancel that someone finally called me to straighten everything out and by that point as i told that person (Eric B****) the house was being sold so i no longer need the services, yet he insisted that they could not refund the $1400.00 dollars and tried pressuring me into going forward with the install, thats when i told him to just keep the money as they seem to need it more than me, however after researching the company i see they have had issues like this in the past and decided to fight them, i have an attorney looking into the matter as well and she advised me to take this action to see if we can resolve the issue instead of going for legal action right away, the windows have not been made this i know as Eric said so himself, so the company has not lost anything yet they prefer having a complaint filed against them over refunding $1400.00? this is supposed to be a huge company, are they so hard up for cash?
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my Initial consultation with the marketing specialist on August 5th. I agreed to pay an initial down payment of $4,462 towards a total of $13,388 for a complete shower remodel. which was advertised to be very quality, and the marketer Johnny J****** appeared to understand and agree to everything I was saying. Together we went over the specifications of the shower and shower configuration including that I wanted to utilize all available space possible. Not only did the marketer state he understands that I wanted to use all of the space possible for my shower, but he agreed as he was taking the measurements as well. The shower walls go across the entire way, however the shower floor displayed in the photo attached are several inches short which is very frustrating for a shower so small and seeing as I would have to get some demolition all over again just for the sake of correcting the issue this company performed. When I inquired about the issues in the emails attached, they sent the installers back who were not the ones who should answer for the companies' mishaps, and that was wrong of the company to waste mine and someone else's time over this. While the installers were over however, I was informed by one of them that all of the certain type of shower floor they install are the same size, so I was mislead into thinking that I would receive the size I requested, when in fact that was never going to be the case. The shower floor also has excessive amounts of give in several places which indicate that there is either a suboptimal foaming system used, or not one at all. This is especially frustrating because it is in explicit contrary to what was advertised to me by the marketing salesmen, and did not match the example of the foamed flooring that I was able to hold in my hand before signing any agreement. I wholeheartedly feel ripped off, and am frustrated because all things considered this job was effectively not even worth the down payment placed.

  Business response

  12/28/2023

  It's unfortunate we have an unhappy customer as that is obviously never our intention.  Our contract calls for a 58" x 29" shower pan and we did install as per contract. In fact it appears that we extended the pan even wider than the contract dimensions stated.  

  As far as the give in the floor we had an installer out however we were not permitted to inspect the work. We would be more than happy to send an installer back out for an inspection if permitted to do so. Please let us know.

  Thank you

  Customer response

  01/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: Capital Remodel has merely sent a representative who made a bunch of pathetic excuses on behalf of the company. I was able to finally get the gentlemen to admit that if Capital Remodel was only able to get the job completed a certain way, then I should have been advised of that.

  Secondly, I do not invite Capital Remodel to give any response to the Better Business Bureau that is not substantiative. It is clear that they simply want to make it appear as if they have made an effort. However, and as demonstrated in the emails I was able to attach, they were extremely reluctant to pursue any actual solution.

  I am still waiting on their response, and they have been extremely slow to address a simple manner, they are clearly just responding in order to send the complaint back over to me in order to require a response from me, and that is pathetic. 

  They also did not hesitate to reach out to service financial and falsely report to them that they have completed the job, which they clearly have not and have not even answered my concerns. I am stuck here paying for a job that I already put one-third of the payment in the first place, and now they rushed to leach the rest of my money away as well. They are taking advantage of Service Financials willingness to pay a job out on the assumption that they are telling the truth. And on the other hand, Capital Remodel is willingly doing business with a company on this basis, and Service Financial basically explained to me that there is nothing they can do and would only ever send an email to Capital Remodel. This shows that Capital Remodel is taking advantage of Service Financials willingness to take advantage of others and their situations which may well include being left with a job not finished, or something they did not even pay for. 

  This ordeal has caused me more strife than the entirety of Capital Remodel is even worth, and I intend to hold them accountable for their unprofessional behavior.

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

  Business response

  01/30/2024

  It's unfortunate that Mr. ******* is not fully satisfied as that is our goal each and every time we enter into a project.  The job is done as per contract and we are calling to schedule a service visit to attend to any minor items that need handled.  If there is anything we can do that would make our client happier outside of not abiding by the original contract, we would be more than happy to discuss the matter and handle it the best way we can.  

  Thank you

• Initial Complaint

  11/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had called and make a appointment to get estimates for the windows I called them to cancel my appointment the man was screaming at me said he not going to cancel he said I have to be home at 2.30 I said no he keeps saying yes we are coming got to be home He was so mad I was so scared to come home he’s name is Rick that’s all I know also I have his phone number he was harassing me over the phone this is Not normal

  Business response

  12/07/2023

  Looking up the appointment, the customer called us for an estimate and an appointment was scheduled. We actually visited their home on 11.27.23 however the homeowner did not allow us to complete the presentation as they had to leave.  We rescheduled for a second visit the next day and the same representative was sent out as per our scheduled appointment.  While the representative was on the way to the house for the second time, we spoke with both Mr. and Mrs. ********** and they informed us to stop him from coming as they won't be home and they are no longer interested. There was a conversation as to why they were canceling, made attempts to allow us to complete the presentation, and then eventually cancelled it and called the rep to turn around.  Capital has removed this potential client's number from our lists. Rick is in a center where there are others and there is never any screaming.  If the client is interested in the future to see the rest of our presentation and obtain an estimate please call us so that we can schedule a third appointment.  Thank you

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It is my strong suggestion that Capital Remodeling resolve the ongoing and protracted issues caused on March 10th-March 13th without necessitating our detailing all of the travesties that have occurred.

  Business response

  12/12/2023

  At this point we have turned this over to our attorney and cannot discuss this matter.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A representative for Capital Remodeling Inc. Ryan B*** came to our home to give a "quote" for window replacement on June 29, 2023, We were informed by Ryan in order to give a quote we needed to give him our information, to which we did. But instead of creating a "quote" unknowing to us he used his computer and created a contract electronically to which he did all the imputing of information and our electronic signatures. All done by Ryan. We believing that a "quote" had been created not a contract we instructed Ryan to send the "quote "to us by email so that we could review it at our leisure. When we tried to open the email from Ryan it would not open and stated "No longer Available". After returning from sisters/sister-n-laws funeral in California window measurers from Capital Remodeling Inc came to our home to take measurements of our windows. we contacted Capital Remodeling to inform them that we were not interested in window replacement at this time. To our surprise we were informed that a loan had been approved for window replacement. We were put in contact with Eric B**** and informed him that we had only put in for a quote to replace windows not a contract and the contract that was made was without our knowledge or approval and is fraudulent, Mr. B**** would not even give us the name of the lender we had to find out ourselves who the loan was approved by. We contacted the lender and cancelled the loan. We informed Mr. B**** that the loan had been cancelled and that the contract was fraudulently made and our signatures were electronically forged. There has been no products provided, no work done and no loss to either party. Mr. B**** has since turned this fraudulent contract over to ********** ******* *** **** ******** *** **** **** *********** ** ****** ***** ********* a collections agency and continues to harass us to have windows installed at the amount of $36,778.00 or pay thirty percent (30%) which is $11,033.40.

  Business response

  10/05/2023

  Capital Remodeling, Inc. and ******* *** ****** **** entered into a legal contractual agreement to replace windows on 6/29/23.  We visited the home and a legal contract was executed.  A contract was created that was electronically signed and a deposit was given on a credit card (we have the credit card number, expiration date, and the code on a signed document).  The three page document was signed and dated.  A separate cancellation document was also signed and dated.  We obtained personal information such as social security numbers, drivers license numbers, birth dates, retirement income. All of this was provided for the loan the ****'s requested us to obtain for them to pay for the windows.  The backs of contracts were initialed.  Approximately 6 back pages.  We received a signed credit application.  We have documents showing that Mrs. **** opened the Docusign documents, viewed them, and printed/downloaded a copy twice that same night.  Mr. **** opened and viewed the documents on 7/11/23.

  We then performed a separate measurement of the existing windows at their home on 7/11/23.  

  Clearly, we have a signed contract, personal information only the ****'s would know, and a deposit on a credit card that was provided.

  However, even though we have a legally executed contract with a performed measured and the ****'s canceled well after the legal rescission period, we decided to cancel this contract as per the request of the ****s.  

  Thank you

   

  Customer response

  10/05/2023

  
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CAPITAL REMODELING, INC. As of June 12, 2023 I am exercising my right to cancel the agreement for job ******* (DocuSign Envelop ID: ************************************) signed on June 2, 2023. In accordance with the agreement, please submit refund for the deposit of $500 to the above address. This is within the Maryland rescission period of seven business days for persons 65 years or older. Project: Kitchen and Bath Work Representative: Kevin W**** Property: **** ********* ***** ***, BETHESDA, MD 20817

  Business response

  06/26/2023

  Capital has received the cancellation notice, and although this contract was cancelled after the legal rescission period we are cancelling this job and refunding the deposit.

  Thank you

• Initial Complaint

  05/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is about a sales person and trustworthiness. This year a guy came out to measure my windows and do lead testing. He bought some testing strips but they were dried and ended up not doing the test. I think Eric was his name called to tell me I had to pay for lead abatement. I let him know the windows were never tested and explained my reasoning. He said he will have the lead do the test again when they start the job and show me the results. The job started and the windows were not tested. During removal of the windows they were not bagged a certain way, no mask or gloves were worn and my windows were thrown in the back of a truck with a bunch of other windows. They seem to not show any concern for lead if there was any. Another complain I have is when the sales person was giving me the quote he said the offer was only good for one day. He said he was going to take his commission from the quote so I didn’t have to pay for it. When I originally called to get someone out I was told whatever quote I get will be good for a year. So what’s the deal. Lastly the sales rep told me I won’t have to pay for my windows until I am completely satisfied. There were a bunch of issues that came up with the windows and I am already be asked for money before the issues are resolved.

  Business response

  06/02/2023

  To Whom It May Concern,

  We have credited any charges that may have been incurred for lead install so nothing was charged.

  There are a few minor services that are being remedied and as per the signed contract a portion of the balance is due at this time with the remaining balance to be paid once the services have been handled.  We certainly understand and are not requesting to be paid in full until the minor service is taken care of.

  Thank you

   

  Customer response

  06/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business and have follow up questions: when should I see the updated bill, what percent of the work do you want initially paid, when should I expect my other concerns to be addressed like the damaged screens and hard substance on most of the windows that make them looked scratched up. 
  
  Sincerely,
  
  ****** *******

  Business response

  06/05/2023

  To Whom It May Concern,

  The final balance has been adjusted. As far as the unpaid balance, the contract generally calls for 97% due at this time however it's much easier to discuss this on the phone with our window division.  They can also inform you of any service dates.

  Thank you

• Initial Complaint

  04/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed a contract with Capital Remodeling Inc.06/02/2021 for kitchen cabinets as of today April 16, 2023 I do not have my cabinets and they will not refund my deposit. They first said the cabinets I ordered was not longer available and I'm not getting service like I should the last time I heard from them they said they would contact me in a day or so. That was April 1, 2023. I've had no reply.

  Business response

  04/20/2023

  Capital Remodeling and Ms. ****** contracted on 6/2/21 to replace kitchen cabinets, etc. in the home of Ms. Harris.  A one-third deposit was given. Approximately 2-3 weeks after the contract was executed, Ms. ****** wanted to reduce the work and the price.  We agreed to help and do whatever Ms. ****** needed to make her feel more comfortable with her contracted project.  It then took approximately 6 months to perform our pre-construction meeting because Ms. ****** would not agree to schedule her appointment. We were finally able to conduct our pre-construction meeting on 1/27/2022.   At that point it took approximately one year for Ms. ****** to let us know that she has the balance to pay us once the work was finished. We offered to try and obtain financing for Ms. ****** but she declined.  In that year's time for Ms. ****** to save up the money, inflation had caused prices to increase dramatically and her original cabinet selection had been discontinued.  Any new cabinet Ms. ****** picked out almost 2 years after her original contract was unfortunately more expensive.  Our contract does have provisions if a client contracts for work but is unable to have it installed for a significant period of time - in this case two years.

  We are willing to do whatever we can to help Ms. ****** get her dream kitchen installed if we can work out a resolution.

  Thank you

  Business response

  05/08/2023

  To Whom It May Concern,

  Unfortunately, in the extremely rare situation where a client signs a cash contract but then does not have the balance for two years, prices go up and manufacturer selections change.   As per the stipulations of the signed contract, additional fees are charged.  We are willing to do what we can to help the situation but we are unable to lose money and we have incurred many expenses with this contract already.  It's probably best to meet face to face so we can explore an equitable solution.  

  Thank you

  Customer response

  05/09/2023

  
  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.
  
  Sincerely,
  
  ******* ******

   

  I think we should meet to discuss this matter.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, Capital remodeling was contracted to complete a window project at my home. Everything went well until the actual day of install. They arrived with only 2 of the 3 windows that were scheduled for install. This isn't a huge problem in itself, but the next day we received a text stating that the project was "substantially completed" and that we would be billed for the entire project amount. Contractually we are not supposed to be charged until 85% of the project has been completed. I do not believe this project has reached that threshold, and I feel it is wrong for them to attempt to charge us at this time. I cannot seem to reach anyone at the office, it always goes to voicemail, and I never receive a return call. The product itself is fine, I just simply don't want to be charged for an incomplete project.

  Business response

  04/13/2023

  The final window is set to be installed on 5/13/23 and it looks like everyone agreed to fund 66% at this time until the final window is installed.

  Thank you

  Customer response

  04/13/2023

  
  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.
  
  Sincerely,
  
  ******* ******

*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. ↩