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 Remodeling

  2730 Ayliff Rd Ste 101 Norfolk, VA 23513

  
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  Homefix Custom Remodeling

  3800 Gateway Centre Blvd Suite 310 Morrisville, NC 27560

  
• 

  Homefix Custom Remodeling Corp

  14880 Sweitzer Ln Ste C Laurel, MD 20707-2913

  
• 

  Homefix Custom Remdeling

  1638 E Parham Rd Glen Allen, VA 23059

  

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:05/23/2024

  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.

• Initial Complaint

  Date:02/19/2024

  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.

  Acct *********** Branch SDNPN Phone ************ I needed a new roof on my townhouse. I told Dillion Temples tgat I needed Charcoal and grey because I have a strict HOA. I will be fined if other colors are used.The crew came on 2-17-24. No one spoke English fluently so I couldn't communicate what I needed. They worked from 7:3] until almost 8 pm. In the morning light, I could see that every third tile looked reddish brown which is a clear violation. Earlier when they installed the skylight, chunks of wood were flying everywhere. I yelled through the window, " Abla Anglais?" I showed them the debris and asked if they were going to clean up the mess. Upon inspection, I saw there were big gaps in the wood. The paint, drywall, and other remnants are still falling in my sink and bathroom floor.I am aware there was rotten wood under the previous roof, that is why I attempted this expensive endeavor. I never dreamed that I would be taken advantage of on this way. The story I was given with each person was not consistent. They kept talking about Glacier something. I said I am not a roofer. I am an elementary school teacher. Please use words I can understand. I need the color I was promised at the point of sale. This is not it. I work from 7:30 am to 4 every day. Please contact me through email.

  Business Response

  Date: 03/15/2024

  We apologize for the inconvenience this has caused the Homeowner and are actively working on a resolution with our team. We encourage the homeowner to continue communicating through our Customer *************** while we work on a resolution. Again, we are very sorry for an inconvenience the Homeowner has endured. 

  Business Response

  Date: 04/03/2024

  We apologize for the inconvenience this has caused the Homeowner. The shingle color installed is IKO Glacier, which is correct per the signed contract. It is also outlined in the contract that the Homeowner did not require HOA approval prior to installation. If HOA approval had been necessary, we would have coordinated to ensure a compatible shingle color was used prior to install. We have uploaded images of the roof and the contract for reference.
  
  Regarding the skylight, we are working on correcting the drywall issue by sealing and adding interior trim around the frame. The Homeowner has an appointment scheduled for mid-April to complete this. We encourage the Homeowner to continue communicating through our Customer *************** as we finalize this service. Again, we are truly sorry for any inconvenience experienced.

  Customer Answer

  Date: 04/25/2024

  The complaint has not been resolved. The company has still not repaired the damage to my home. It has been months! They came today. The paint job was patchy and unsatisfactory. Can I file for an extension or file a new complaint?

  Sincerely,

  *****************************

  ************ 

  Business Response

  Date: 08/14/2024

  
  Good afternoon,
  
   
  
  I just called **************** and she stated that she did not submit this comment this week, and that it was submitted back when her service was still ongoing. She confirmed that she was happy with the work and has since moved out of that house. Please advise if we still need to respond to the comment.
  
   
  
  Thank you!
  
   
  
  ******************************* | ******************************************************************************************************** **************
  
  Direct: **************

• Initial Complaint

  Date:02/14/2024

  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.

  I had windows installed to my home in July 2023. Upon completion of the job, my home was left with a hole near my staircase window. I have attempted to reach out to company on multiple occasions without a reply. Now February 2024, I had to hire and pay an outside company to repair damages left by this company.

  Business Response

  Date: 03/11/2024

  We are very sorry for the inconvenience the Homeowner experienced with our company. We have been in contact with the homeowner regarding the work completed by the other company and requested a copy of the invoice. We are actively working on a resolution and encourage the homeowner to continue communication through our Customer Care department. Again, we are truly sorry for the inconvenience regarding their project. 
  
  

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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 February 6th 2024 Install services of ******* ** contracted home fix customer remodeling to install/replace siding on the back wall of my house(outside).The following day the kitchen has flooded and there is water damage done to the kitchen ceiling and walls.during the install an employee was negligent during his work.A nail had punctured a water line during the installation on the siding of the house.************ water works was called to cut off the water in the dwelling to prevent further water damage.This was done by the homeowner on February 7th,2024.Later on that day on February 7th ********************* sent out Roto-rooter to complete the leaking pipe repair.On February 8th ********************* is the Vice President of field operation arrived at ******************************************* which is the the property/my home which the was damaged.He assessed the damaged and concluded that the water damage was caused prior to the work done by his contractors.He promptly discussed with me that he will not be repairing my homes water damage.This work was done under his supervision and he has to not do what is right or correct in this situation.There is thousands of dollars in damage and our home is the only thing we have.It was destroyed and they are refusing to do the right thing.All we request is the repair and replacement of our home.A proper inspection after to confirm the work completed as well.

  Business Response

  Date: 03/22/2024

  We are truly sorry for any inconvenience this Homeowner has experienced. While we understand the frustration surrounding the situation, it was found by Roto-Rooter on February 7th, 2024 that there was an existing nail penetrating the pipe, causing the leak. Due to the nail already puncturing the pipe, it has been determined that Homefix is not liable for the damage. We have attached images of the nail and pipe, both showing rust around the puncture ***** We advise the Homeowner to contact Roto-Rooter at ************** for additional clarification on the report. Again, we are truly sorry for the inconvenience.

• Initial Complaint

  Date:02/08/2024

  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.

  I receive on a daily basis unsolicited calls from Homefix North Carolina. My number is on the national do not call registry and I have informed them on multiple occasions that I do not live in North Carolina any longer. I have blocked their numbers, they change their numbers I ask to be removed from their calling lists, they ignore my requests I inform them I no longer live in North Carolina, they apologize and then call back, often on the same day.

  Business Response

  Date: 03/11/2024

  I spoke with *** *****, and he was kind enough to provide me with the phone numbers that had been calling him. We went one by one and he called them on speaker phone with me and they all were some sort of a spam number that would not ring and just hung up. None of the phone numbers are associated with our company, nor do we have any record of *** ***** or his phone number in our system. It seems like he is dealing with a spam phone call situation, and I asked him to please reach out in the future if he feels like someone from our company has actually contacted him. 

• Initial Complaint

  Date:01/29/2024

  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.

  They came to our home under an authorized contractor through BJs Home Improvement. They gave us a quote and we paid a deposit and signed a contract. A month later, *** sent us a different contract prompting us to ask question about the different pricing. When we were not given a reason, we called the company and told them we no longer trusted their business practices and to refund our money. The next day the company filed a permit fraudulently with our county then allegedly ordered materials (this was after the 30 days required in the **************** anyway). Since this, they have said they are a contractor with BJs in this case-which was never our understanding. They received our name and address from them to do business and we were never told this had changed. They are refusing to return our money even though they didnt do one bit of work on our house. They didnt file for the permit within 30 days, and only filed after we cancelled. They are now claiming they have no record of the call. They are refusing to work with ***, who they are supposed to be working for. I am attaching both contracts.

  Business Response

  Date: 03/05/2024

  We apologize for any miscommunications associated with this project. We are an authorized contractor through BJs Home Improvement. Due to the Homeowner cancelling outside of recession, custom materials had already been ordered. It is our intention to work with the Homeowner to come to a resolution together. We encourage the Homeowner to reach out to us directly. 

  Business Response

  Date: 03/21/2024

  We apologize any inconvenience this Homeowner has experienced. After reviewing this project further, we have decided to issue a full refund. The Homeowner should expect to receive their refund via mail. We appreciate their diligence and patience as we worked on a resolution. Once again, we are truly sorry for any inconvenience and miscommunication.