Complaints

This profile includes complaints for Homefix Custom Remodeling Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Homefix Custom Remodeling Corp

  14880 Sweitzer Ln Ste B Laurel, MD 20707-2913

  
• 

  Homefix Custom Remdeling

  1638 E Parham Rd Glen Allen, VA 23059

  
• 

  Homefix Custom Remodeling Corp

  14880 Sweitzer Ln Ste C Laurel, MD 20707-2913

  
• 

  HomeFix Custom Remodeling

  2730 Ayliff Rd Ste 101 Norfolk, VA 23513

  
• 

  Homefix Custom Remodeling

  3800 Gateway Centre Blvd Suite 310 Morrisville, NC 27560

  

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:05/25/2025

  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.

  This business used high pressure sales to get my husband and I to purchase their product. They told us the only financier they used was ************. They did not explain to use how ************ did business nor did they explain the credit agreement. Furthermore, they never released a true quote of work when asked to provide one.

  Business Response

  Date: 06/06/2025

  We are truly sorry to hear about the Homeowners experience and would like to sincerely apologize for any confusion or frustration they encountered during the sales and financing process. At Homefix, our goal is always to ensure that our customers feel informed and supported, and we regret that we did not meet that standard in this instance.
  To address their concerns, we have mailed the $350 rebate as promised. Additionally, we have emailed the homeowner both the invoice and the certificate of completion; copies of these documents are also attached to this response for reference.
  ******* ********, our Operations Manager, has made two attempts to reach the homeowner by phone and left voicemails offering further assistance. She is available directly at ************** or via email at ***************************************************************************** should the homeowner wish to discuss any outstanding matters.
  Regarding the concerns about Aqua Finance, we encourage the homeowner to reach out to our finance partner, Pure Finance, at **************, or directly to Aqua Finance at **************, for any additional information or clarification regarding their loan.
  We value the homeowners feedback and remain committed to improving our communication and service. Please let us know if any additional information is needed.

  Customer Answer

  Date: 06/10/2025

  We just now, on June 5th received a breakdown of charges. Services we were told were "free" we were charged for via the breakdown sent to us on June 5 2025. Over a year after we had requested a breakdown of costs and labor. We were charged for those services. We are requesting a refund for the "free" services promised to us in full. 

  Customer Answer

  Date: 06/10/2025

  Invoice that was just now received. This is the first time we have ever had this information, even though it was requested multiple times. 

  Customer Answer

  Date: 06/27/2025

  
  
   Complaint: 23377238
  
  I am rejecting this response because:

  The check they sent us bounced after depositing it in my personal bank account and they have not resubmitted the electronic fund transfer promised. 
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/18/2025

  We have confirmed with our accounting team that the $350 refund was processed via ACH on 6/30. An attachment showing proof of transaction has been included. We sincerely apologize for the inconvenience and frustration this has caused the Homeowner, and advise her to communicate via our Customer *************** at ******************************************************* or ************** if needed.

  Customer Answer

  Date: 07/22/2025

  [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: 23377238
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/13/2025

  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 signed a contract with homefix, communicated with the sales *** within three days that I would not be able to move forward with the project via email. Homefix is now billing me for materials that should not have been ordered due to cancellation at $4750, this was not a custom order just standard charcoal shingles so there is no loss on their part. Their total project costs would be $19,000. The average cost is between $5000-8000 for the same product. They are running a scam and are refusing to respond to correspondence in regard to cancellations.

  Business Response

  Date: 05/02/2025

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and regret any inconvenience or miscommunication that may have occurred during this process. Upon further review of the situation, we acknowledge that the homeowner communicated their intent to cancel the project shortly after signing the contract. Although materials were ordered based on standard procedure following contract execution, we have since chosen to rescind all demand letters and have officially closed out the project at no cost to the homeowner.

  
  We understand the importance of clear and timely communication, and we sincerely apologize for any frustration or confusion this experience may have caused. We encourage the homeowner to contact our Customer Care Team directly at ******************************************************* or ************** if further assistance is needed.
  

  
  

• Initial Complaint

  Date:03/04/2025

  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.

  They promised me a free trip anywhere for two people. I should have received the voucher 10/2024. Then I called ******* on 02/10/2025 was advised ******* should have sent it. I should get voucher 2/21/2025. Now its 3/04/2025 still no free trip voucher for two.

  Business Response

  Date: 03/26/2025

  We apologize for any inconvenience this Homeowner experienced regarding their vacation voucher. The redemption form for their voucher was originally sent via email on October 25, 2024. The redemption form has been resent via email, as well as a hard copy mailed out via ***** Attachments of these emails are included. Should the Homeowner have any questions in regards to booking their vacation, they can contact the Support team with Destination Motivation at ********************************* or **************. We encourage the Homeowner to contact HomeFix directly at ******************************************************* or ************** should they need any additional assistance. 

• Initial Complaint

  Date:08/09/2024

  Type:Product 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.

  Check was deposited on July 19 2024 for ****** check # ***. On Saturday July 20 2024 I called home fix to cancel the order I did speak with a *** name *****. He informed me that I have 5 days to cancel and if I call back Monday morning I will be fine. So on Monday morning July 22, 2024 I did call and spoke with ***** she said she will cancel the financing however I need to send a email to ***************************************** so I did do that right after ***** and I got off the phone. I have the email time stamped 10:05 am on July *******. The email that I saved states that a ***resentative will get back to me to process the refund. Have not heard back from anyone with the company. I also have reached out several times and no response. I never had the work done and would like just the ****** refunded.

  Business Response

  Date: 08/28/2024

  We apologize for the inconvenience this caused the Homeowner. We processed a refund earlier this month and sent the check out via **** Certified Mail. We encourage the Homeowner to contact our Customer *************** at ******************************************************* or ************** if they have not received the check or need additional assistance. Again, we apologize for any inconvenience this caused.

• Initial Complaint

  Date:06/20/2024

  Type:Product 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.

  We need help getting a deposit refunded. We canceled the work within the allotted time under HCR policy via mail, email, and phone call. It has been 17 days (13 business days) and our deposit has not been refunded. The representative my husband keeps talking to is acting like he doesnt want to cancel and keeps leaving messages that she is returning his call. He has already talked to her 3 times. I just spoke with their quality control representative and she said she has access to all of my emails I sent but does not have a date so cannot move forward with the refund. I asked to speak to her supervisor which she replied he is in a meeting. Please help us.

  Business Response

  Date: 07/10/2024

  Hi ********, 

  I just left you a voicemail but we refunded the deposit via ACH yesterday so it should clear in the next ***** hours, I believe. Please feel free to call me back or text (my direct line is *************) or you can email me at ******************************* if for any reason you don't see the refund immediately or if I can be of any assistance whatsoever. I am so sorry that this was delayed, the holiday last week made things take longer than usual, but it is absolutely no excuse. 

  Thank you so much for taking the time to let us know about this, and I look forward to speaking soon.

  All the best, 

  **********;

• Initial Complaint

  Date:05/23/2024

  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.

  On August 4, 2023, I entered into an agreement with HomeFix Custom Remodeling to purchase two black on black ******* 300 Series sliding glass doors ($14,500 total price with $1450 down payment) for installation at our home residence. Doors were supposed to be installed by the end of September 2023. Doors finally came in (October 16th, 2023 took off work only to find the doors were White. Dec 5th I started calling and emailing to find out a status, I finally received a return text on the 7th that the doors would be ready for install on the 16th. I again took time off of work, the contractors started removing the old doors and as they were installing the new ones, they were noticing all of the flaws. They took pictures and called their manager. They felt that it was only with the screen doors so they requested new ones be ordered and scheduled for the Manager to come out to see the doors. Dec 29th, 2023 I took another day off and the Manager came to see the doors, he agreed they were subpar as was the work installing them. He took several photos and said he was recommending that the doors be replaced. Jan 11th, 2024 again followed up to see what the plan was and they said they were working on getting new doors. Jan 23rd 2024 received text new doors were in and were ready for install only to find that they again were subpar. April 29th again was told the doors were in and took another day off Upon their arrival at my home the contractors showed me that the doors again were chipped up, and the bottom rails were actually still white. I asked why they wasted my and their time coming out if they knew they shouldnt be installed and they couldnt answer me. They took pics and called their manager, May 7th, 2024 was informed that they were working with the manufacturer to correct the doors again. May 10th was told that they picked up the doors to fix the again. I feel I have gone above and beyond with being flexible and patient but enough is enough.

  Business Response

  Date: 06/26/2024

  We apologize for the inconvenience this has cause the Homeowner, and are actively working on a resolution with our team. HomeFix is working with the manufacturer on these issues, and we currently have two doors on order. We have been staying in communication with the Homeowner regarding the timeline and any updates we are able to provide. We encourage the homeowner to communicate through our Customer **************** ****************************************************** while we work on a resolution. Again, we are very sorry for any inconvenience the Homeowner has endured.

  Customer Answer

  Date: 07/16/2024

  I received a phone call today from HOMEFIX saying that the next new doors came in, but they too have defects they the. Said that they could try a new company but the doors wouldnt be what we ordered either as they would put silver tracts on them and it would be another 1.5 - 2 months for them to come in.  I requested a discount versus waiting another 2 months for potentially incorrect doors again.  They are supposed to get back with me with their thoughts on this.

  Customer Answer

  Date: 07/18/2024

  I received a call from HOMEFIX on July 17th stating that they cannot fulfill the order as agreed and they have offered an alternative option that is unsuitable due to the difference in product and extensive length of production time.  We have requested a refund on multiple occasions, which they have denied.  At this point we see no course forward other than a full refund in monies paid. 

  Customer Answer

  Date: 12/03/2024

  Christiana,
  
  Attached per your request is the contract from HomeFix as well as the check I received without notification that it was coming or what it was for.  The check is also written out to my sister (**** ******) .  I am assuming they wrote it out to her as she is the Primary on the account at ******************* where Homefix took my information to come out and quote us on the Window/Door replacement.
  
  Please let me know what my next steps are.  Thank you in advance for your assistance in this matter.
  
  ***** and **** ****

  Business Response

  Date: 12/17/2024

  We sincerely apologize for the inconvenience the homeowner has experienced. HomeFix has made multiple offers to reorder the products through a different manufacturer. However, at the homeowner's request, we did not proceed with this option due to concerns about potential cosmetic issues. Since the homeowner has already received replacement sliding glass doors, we are unable to offer a full refund. As a resolution, we have issued an installation discount of $3,500, which has been reissued under the homeowner's name. We encourage the homeowner to reach out directly to our Customer *************** for any further assistance. They can contact us at ***************************************************************************** or **************. We have communicated this information to the homeowner via phone, text, and email.

  Customer Answer

  Date: 01/28/2025

  [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: 21754290
  
  I am rejecting this response because the Sliding Glass doors installed are faulty and have been since they were installed.  We purchased the *** Triple Platinum Lifetime Warranty that provides a total umbrella warranty, with coverage that is inclusive of labor and materials. I do not accept the response from Homefix as it is inaccurate.  Unfortunately, Homefix sent another check as an installation discount addressed to **** **** and **** ****** to try and appease us.  My sister **** ****** has nothing to do with the purchase of the 2 sets of sliding glass doors.  The installation discount has nothing to do with the actual product received.  The product is faulty, and we shouldnt be responsible for the $13,000 (that was financed) according to the Lifetime Warranty. We have NEVER agreed/been satisfied with the work.   Furthermore the statement that I rejected additional doors is false.  The additional doors that were offered were for a different product and they would not say if the doors were of the same quality and/or  when the doors would be fabricated. On December 17th I received another call from ***** at HomeFix saying that since they couldnt get a comparable product a work around I could look into would be to have them professionally painted.  He said he would personally look into finding a company that was local and would stand behind their work.  I have yet to hear from him regarding this.
  
  
  Regards,
  
  **** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/12/2025

  We apologize about the ongoing issue regarding the sliding glass door. The Homeowner has been in communication with multiple managers throughout this process. Unfortunately, we are not able to offer a full refund as the Homeowners did receive a new product from us that unfortunately had minor cosmetic issues. As stated previously, multiple managers offered to go through a different manufacturer, but the Homeowner did not want to move forward. We previously issued a $3,500 installation discount, which can be used towards repainting the door. Our Territory Manager, *****, will be reaching out to the Homeowner with options for painters. We encourage the Homeowner to continue contact with Homefix through our Customer *************** at ***************************************************************************** or **************. 

  Business Response

  Date: 02/19/2025

  The $3,500 refund check had the sister's name (**** ******) on the check as that is who the lead was originally set with and was thus the main contact in our system. This has since been adjusted and a new check, with only Ms. ****** name, was delivered to Ms. **** yesterday.

  Business Response

  Date: 03/06/2025

  I spoke with ********** at the BBB regarding the list of painters we spoke with. Unfortunately, due to location limitations, the options were limited for those who could accommodate painting the sliding glass door. Below are the two companies we confirmed are able to meet your needs:
  
  Lakeside Painting **************
  D&J Top Notch Painting **************
  
  Regarding the warranty, please note that hiring a third-party painter will void any future claims for paint damage, as well as any potential damage to the door during the painting process. However, the functionality and installation of the door will still be covered.
  
  Best,
  
  ******* ********

• Initial Complaint

  Date:05/16/2024

  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.

  Bought windows in 2019, and then a roof in 2021. Their roofers damaged my window screen and they wont replace it even though I have a 50 year no nonsense warranty. This company does not honor the warranty they charged me for.

  Customer Answer

  Date: 05/29/2024

  Full Window Contract Attached.  I also can provide ********************* (sales representative) phone number if anyone would like to speak to him regarding the warranty provided. Thank you!

  Business Response

  Date: 06/11/2024

  We apologize for any inconvenience this Homeowner has experienced. The Service Team is actively working on this with the Homeowner and has an appointment set for Thursday June 13th. We encourage the Homeowner to continue communicating through our Customer *************** as we finalize this service. Again, we are truly sorry for any inconvenience experienced. 

• Initial Complaint

  Date:05/14/2024

  Type:Product 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.

  ON OR ABOUT 12 DECEMBER *************************************************************************** MY HOME. i GAVE THEM $500 CASH AT THAT TIME. WHEN I CONTACTED THEM TO CANCEL THE AGREEMENT THEIR LOCAL AGENT AGREED TO THIS AND PROMISED TO RETURN THE CASH. NO WORK WAS EVER COMPLETED. TODAY I RECEIVED AN INVOICE FOR $13,867 AND A "FINAL NOTICE" DEMANDING FULL PAYMENT.

  Business Response

  Date: 06/06/2024

  We apologize for the inconvenience this has caused the Homeowner. However, our records indicate that the homeowner cancelled outside the 3-day cancellation period for the contracts he signed for his Windows and Door installation. We processed his cancellation request; however, since the unique products specific to his project have already been ordered, and because he is outside of the rescission period of 3 days, as stated in the contract, we have invoiced him for 25% of the total contract price and the cost of materials ordered for your custom projects. We encourage the homeowner to continue communicating through our Customer *************** while we work on a resolution.

• Initial Complaint

  Date:03/15/2024

  Type:Sales and Advertising 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 windows and a roof installed around two years ago by HCR. I had problems with the install and had to get the BBB involved to get it solved. For the last two years, HCR continues to call me and ask if I'd like to follow through on the quote they gave me or to try and sell me something else. I've received over a dozen calls and each time I tell them I am never doing business with them again and to stop calling. They continue to call. This week I had someone show up at my house from HCR trying to sell me new windows. I am at a loss of how to get them to stop harassing me, so I am reaching out for help. I want to make it perfectly clear to them I will never make a purchase through them again and I am making sure to tell everyone in my neighborhood and anyone else who asks for referrals online to steer clear of this company. Working with them was a huge mistake.

  Business Response

  Date: 04/03/2024

  We appreciate the Homeowner bringing this issue to our attention, and we take these matters very seriously. We have added the Homeowners information to our internal Do Not Call list to ensure they will receive no further communication from us. Our Senior Vice President of Marketing, *************************, has been made aware of this issue and has informed us that the Homeowner's neighborhood will be removed from our canvassing area. We extend our sincere apologies for this inconvenience and appreciate the opportunity to resolve this.

• Initial Complaint

  Date:03/06/2024

  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.

  On 2/14/24 I paid Homefix Custom Remodeling a payment of $2,635.23 towards the installation of 5 windows. On 2/15/24 I decided I no longer needed their services and I cancelled (within my 3 day cancellation window) with both Homefix Custom Remodeling and with BJs (Homefix is the authorized provider of BJs). In addition, I texted ******* their representative on 2/16/24 and further emphasized I no longer needed their project. I have called Homefix approximately 5 times seeking a refund. I am told I would receive a refund and someone from account will get back to. In speaking with BJs I was informed they weren't suppose to collect my payment through their system (I paid via credit card at the website provided by the salesmen at ******************************************* so they are unable to refund my payment. I have attached a copy of my banking statement showing I made the payment in addition to the text message conversation with myself and the sales representative *******.

  Business Response

  Date: 03/22/2024

  We would like to thank the Homeowner for bringing this to our attention and apologize for the lack of communication. A full refund has been issued to the customer. We appreciate the Homeowner's patience while we resolved this matter.