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.

close

Find a Location

Homefix Custom Remodeling Corp has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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. 

• Initial Complaint

  Date:01/11/2024

  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.

  her was hired to manufacture and install all new windows and doors on our home. Come to find out they do not manufacturer their own windows they also sub out the installation.The salesman was explicit that they do everything in house with their own people. The side light was ordered wrong and now no one will call me or give me a name of who to talk to too to resolve. there work is horrible and have been battling every step of the way to get job finished. Why can't they just be honest and fix the situation

  Business Response

  Date: 02/06/2024

  We appreciate this homeowner for bringing this to our attention. Our products are not manufactured in-house and on page 4 of our contract, which was acknowledged and signed by the homeowner, we provide an estimated timeline of installation with (4) months from the date the contract was signed. This page of the contract also reflects Materials Ordered and Materials Ready which notate that our products are not manufactured in-house and our sales reps go over that with our homeowners; this area has to be acknowledged by the homeowner during signing. For this job, this contract was signed on 08/14/2023. We also state on this page, Please note that this is an estimation and is subject to change especially with custom orders. Installation timeline may be affected if multi-product job. This contract is both a multi-product job and a custom order, which is why production from our manufacturer has surpassed that estimated timeframe. This has been communicated with the homeowner several times. (Please see page 4 of this contract attached) I along with various members of our Customer Care team, sales team and install department have offered continuous support to this homeowner and will continue to do so. We are waiting for the sash to arrive for this homeowner for us to be able to install this job and the homeowner is aware of this. I will be following up on this through installation to ensure the quality and satisfaction of this installation. Thank you for bringing this matter to our attention, we strive to provide our homeowners with transparency and quality customer service from the signing of their contract to post-install with our warranty services. We look forward to providing this homeowner with exceptional results.

  Customer Answer

  Date: 02/07/2024

  They have not returned calls until I reached out to bbb and they finally got a regional manager involved. Saying things to try and appease me yet no progress has been made. Thinking of retaining legal counsel to try and get issues resolved and seek possible monetary compensation for the inconvenience. ******** told us they manufacture and use their own installers. LIES!!!!! What are my options to rectify this situation 

  Customer Answer

  Date: 02/08/2024

  [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: 21121569
  
  I am rejecting this response because:

  Date Sent: 2/7/2024 12:00:33 PM
  They have not returned calls until I reached out to bbb and they finally got a regional manager involved. Saying things to try and appease me yet no progress has been made. Thinking of retaining legal counsel to try and get issues resolved and seek possible monetary compensation for the inconvenience. ******** told us they manufacture and use their own installers. LIES!!!!! What are my options to rectify this situation 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/16/2024

  We apologize for the delays associated with this project. We have been in contact with the Homeowner and are actively working to complete the outstanding items and appreciate the Homeowner's patience and understanding as we are committed to completing this project. 

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 15, 2022 I contracted to have HomeFix install 11 windows in my home, with the understanding that the installation would not be until January of 2023. While on Vacation in November I receive a phone call asking to schedule the installation, to which I stated that I was out of the country and the contract has an install date of Jan 15, 2023. On January 23 I call trying to get a schedule for the install, get a call back a day or 2 later and it gets scheduled for Feb 3. On that day the crew arrives and I am immediately told that one window has a frosted sash which wasn't ordered and a second window was ordered too large so that wouldn't be installed that day. The crew began work at 9 and by 12:30 I had the installation manager, *********************** to my home as the crew was not doing a good job, the gaps between the framing and window were inconsistent and the setbacks from the drywall was also inconsistent. The install manager called and told the company to order the replacements for the 3 obviously wrong windows but when they arrived in April only 2 were ordered, forward to June and the 3rd window arrives and is installed on June 9, 5 months past my first install date. On may 9th I had a meeting in my home with *********************** to go over all the deficiencies in the windows, we spent 2 hours with him taking notes and pictures only to be told in June that he was no longer with the company and they have nothing from that meeting. The bathroom is the final window to be repaired, they installed it on top of the ceramic tile. Per permit submittals each window to be hurricane rated has a 1/4" maximum gap to the framing, when I asked the new install manager **** to come out with the vinyl trim on July 19th, as I wanted to remove what is applied and check he did not bring it but agreed that the bathroom needs to be replaced. As of Oct 9, 2023 the manufacturer is no longer producing this model window and the bathroom can't be matched. As of November 15 I was told i would not get a new window for the bathroom

  Business Response

  Date: 01/01/2024

  We appreciate this homeowner for bringing this to our attention. After further investigation, I was able to find that our company did everything we could to rectify the situation with the homeowner. This homeowner's requested a "paid in full" invoice reflecting the amount of the cost of the window not installed removed from the contract amount, reflecting a zero charge, as our company was not able to reorder the correct window color for the impact resistant window as that manufacturer no longer produces that model window. We were able to provide the homeowner with the invoice as requested, as a solution to this issue. This issue is no longer ongoing with the homeowner. Please see the attached email from the homeowner and the invoice provided to the homeowner as requested. We appreciate the homeowner for his understanding and willingness to allow us to fix this issue.

  Customer Answer

  Date: 01/03/2024

  I have received the invoice from the company. The ongoing issue is that I have a qindow that is undersized for the opening, places on top of tile and the sashes are cloudy and need replacing. The company is doing nothing to address this other than saying the manufacturer is no longer producing this model and a replacement will not match the rest of the windows installed. 

  Customer Answer

  Date: 01/03/2024

  Per manufacturer design for the windows to be hurricane rated they must be installed with no more than 1/4" space between the building structure and the window frame. My windows are installed on top of tile and drywall, or a marble sill, placing the gap between the widow frame and structure at 1/2" minimum. When I had their installation manager, ****, at the house and mentioned this to him the response was that they are not building a bridge and the added gap was acceptable. The existing window in the bathroom the sashes are discolored, the drain holes are blocked by the installers trim and it is not installed properly, Homefix is not fulfilling their warranty and addressing this instead stating that  the window is no longer manufactured and a replacement will not match the rest of the windows that are less than 1 year old.

  Customer Answer

  Date: 01/04/2024

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

  I have received the invoice from the company. The ongoing issue is that I have a window that is undersized for the opening, places on top of tile and the sashes are cloudy and need replacing. The company is doing nothing to address this other than saying the manufacturer is no longer producing this model and a replacement will not match the rest of the windows installed. 

  Per manufacturer design for the windows to be hurricane rated they must be installed with no more than 1/4" space between the building structure and the window frame. My windows are installed on top of tile and drywall, or a marble sill, placing the gap between the widow frame and structure at 1/2" minimum. When I had their installation manager, ****, at the house and mentioned this to him the response was that they are not building a bridge and the added gap was acceptable. The existing window in the bathroom the sashes are discolored, the drain holes are blocked by the installers trim and it is not installed properly, Homefix is not fulfilling their warranty and addressing this instead stating that  the window is no longer manufactured and a replacement will not match the rest of the windows that are less than 1 year old.
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/04/2024

  We appreciate this homeowner's response. However, we have done everything on our end to rectify the issue and there is nothing more that we are able to do here as the manufacturer no longer offers impact resistant windows. We have complied with the homeowner's request of receiving his invoice reflecting the job as "paid in full", as well as removed the cost of the window and provided this homeowner with a large concession in addition to installing everything else as contracted and to standard. Unfortunately, there is not much else we are able to do here. If the homeowner would like to discuss this further, we advise him to reach out to our Customer Care team at [email protected] or ************. We appreciate your assistance with this issue.

• Initial Complaint

  Date:10/01/2023

  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.

  Price discrepancy in the cost of $7,050

  Business Response

  Date: 10/20/2023

  We appreciate this homeowner for sharing this information with us and we truly apologize for the negative experience this homeowner has had with our company. Our company has reached out to ************** to rectify the situation and were able to find a solution that ************** agreed to. We greatly appreciate this homeowner for giving us the opportunity to make things right and for sharing her concerns with us, so we can ensure this does not happen again going forward.

• Initial Complaint

  Date:08/23/2023

  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.

  I have been trying to get a payment issue sorted out with Homefix. I agreed to a 200 payment out of my account until the debt is payed off. They have been taking more than agreed. So in May they only took 200, June 458.88, July 258.88 with 2 NSF for 100 each, August so far 333.88. They don't answer their phones, takes me multiple times to get anyone to respond. I spoke with **** in Customer Care and she says their side doesn't show what mine does. I have bank statements proving the debits. I have been trying to deal with this for 2 months. I am only asking to pay what is agreed and refunded the excess totaling 451.64. Then only debit 200 from my account as agreed. I have attached screen shots of the debits.

  Business Response

  Date: 09/01/2023

  We appreciate *************** for bringing this to our attention and we are sincerely sorry for the lack of communication associated with this issue. To get these issues resolved, I reached out to our Accounting department sharing these screenshots provided by this homeowner, and we were able to identify the issue on our end. We are deeply apologetic that we were unable to catch this mistake and have reached out to the homeowner to rectify the situation. We will be issuing this homeowner a refund for the overcharges, as well as covering the cost of any fees associated with her bank due to this mistake on our end. Further, we are working as a team to come up with a solution in addition all of that, to make sure her experience with us is better going forward. Our entire team has been made aware of this situation and we are dedicated to rectifying this situation and doing everything we can to make sure this does not happen again in the future. Again, we apologize it has taken us this long, but appreciate the opportunity to make this right.

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is **************, I am a disabled vet (with **********). On 27 July 2023, I met with ******* of Homefix Custom remodeling, to discuss roof replacement, I informed ****************** that my shed roof had a hole and needed to be repaired. He assured me that it wouldn't be a problem, it would be included in the repairs, of the roof, Note the agreement signed by he and I listed "No exclusions" in the work requested.After the main roof was installed, i was told that I initialed a box requesting that that the shed "Not be repaired'. That is the most ludicrous thing to understand, to suggest that I would turn down needed repairs' that was included in the repairs cost is asinine. I was assured that the shed would be competed. To add insult to injury, Homefix offered to complete the shed for an additional $3000. WTF? There is something amiss with this business practice. I have chosen to expose this unscrupulous practice and would greatly appreciate any assistance or platform you can offer to protect future disabled vets from being bamboozled. I did not place any checks on the documents, nor did I sign any documents dated the 1st of august. Someone forged my name on these documents.thank you for your consideration.

  Business Response

  Date: 08/25/2023

  We appreciate the homeowner for bringing this to our attention are sincerely sorry for the inconvenience that this misunderstanding may have caused. I have reached out to our Sales Director, *************************, as well as our Quality Control Director, *********************, with visibility from our Corporate Vice President, ******************* upon looking into this further and discussing it with our Team who has directly interacted with this homeowner, it was brought to my attention that we took every measure to rectify this situation with the homeowner and to provide him with the opportunity to make this right. I was informed that this homeowner did in fact initial the area of the contract excluding his shed from the scope of work and once this was communicated with the homeowner, we let him know that in order to have this included in the scope of work, this would come at an additional cost as the price of labor and materials for including the shed was not worked into the contract this homeowner signed with us. The homeowner was not satisfied with that solution and chose not to move forward with having his shed repaired. We were determined to make this right as we greatly value this homeowner and his trust in our company to deliver satisfactory results. If this homeowner would like to move forward with having his shed repaired, we have shared with him that we are happy to assist and our Customer Care team is here to provide him assistance with anything he may need going forward. 

  Customer Answer

  Date: 09/12/2023

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

  From: ****** ****** <***********@*****.com>
  Date: Tue, Sep 12, 2023 at 3:18 PM
  Subject: Re: Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  The salesman sold me a program which included the repairs of the shed, I signed an agreement for repairs which stated “‘No exclusions” why would I agree to not have a vital repair done. The only  solution/ measure they offered was to extort an additionally $3000 in repairs for  a job they initially agreed to do. That is not an option it’s an extoration attempt. They claim I signed refusing  the repair, i signed where the salesman directed me to sign, because the font was to small to read. Silly me to believe him to be honest. 

       I believe they took the opportunity to exclude the shied when they redid the     Original, documents,  Which do not hold my signature someone signed my name when they re-performed the documents.
  
  Regards,
  

  Business Response

  Date: 09/19/2023

  BBB serving Metro Washington DC & Eastern Pennsylvania,

  We have made several attempts to rectify the situation with this homeowner, offering him solutions for having his shed work completed. Unfortunately, this homeowner did sign off on the contract, which clearly states "Locations EXCLUDED in scope of work to be performed - shed". We also provide our homeowners with copies of their contracts for their records as well. Our sales rep clearly stated this exclusion to the homeowner and the homeowner initialed next to that exclusion. In this instance, the homeowner wanted us to include the shed at no cost, which is not something we were able to offer especially as the homeowner acknowledged the exclusion at signing. This homeowner is now requesting a full refund on the total cost his project for not including the shed, although that is what the contract states. I have included page one of this homeowner's contract, where it reflects the shed exclusion for your records. We have let the homeowner know that we are happy to have the shed roof replaced, but it would not be at zero cost and that is the only solution that we are able to offer this homeowner. 

  We just wanted to bring this to your attention. We appreciate all that you do! Thank you for your assistance.