ComplaintsforYour Home Improvement Company, LLC

• Initial Complaint

  04/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company did not install proper trim and sash around window they installed. Company ordered trim. I tried to schedule installation of final product but was not able to get someone. I left voicemail and talked to multiple staff. I was promoted I would get a call back after some investigating in to what the problem was. Never got a call back. I have called multiple times over the months with no progress or calls back on what the hold up was.

  

  Business response

  04/12/2024

  Members of our management team will be reaching out to ********************* to find resolution to her concerns.  

  Customer response

  04/18/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were walking through the mall in ******** ** and there was a drawing going on to get your bathroom remodeled and you would get a certain percentage off it your name was drawn, so we put our names in and we got a call and they wanted to come out and see the bathroom we wanted remodeled. Because of the price we only went with the shower and I wish we would have stuck with no but we felt pressured because the salesman said we had to make a decision that day or we would not get the discount. We said yes to the shower and we chose the wall and shower head which was supposed to be a rain shower head with a valve and a shower wand. On December 14th they came out to install the shower. After they were done and left. My husband and I were looking at the shower and noticed the shower head is not a rain shower head and when my husband stands in the shower his head hits the shower head and when looking under in the crawl space they did not install the pex pipe we paid for too and when we went to try the shower out we found that we did not have hot water. We knew with it being close to Christmas and New Years that we probably would not hear from them for a while. We left phone calls with the contractor and the plumber, the salesman and none of them would call us back and this is all from December 14th January 18th no one would call us back. So I looked up the company and found emails for managers and contacted them, after getting told by 5 people that they no longer work for the company and that their emails are still on the website I got ahold of someone on January 18th. I have all of the email from my conversations with the at the time regional manager. I finally got a phone call on January 19th and set up an appointment for the contractor to come out and see what all is going on. The contractor agreed that it was the wrong shower head and does not know how it got messed up as the one on the order form is the correct one and does not know how they grabbed the wrong one and confirmed the height of the shower head is way too low and confirmed that there is not any pex pipe. They put in a new order as they are going to have to replace one of the shower panels to fix the height of the shower head. We got an email confirming that the order was placed. We heard nothing from them from that day since. I had to email the regional manager on March 11th asking when we should expect a phone call from them to make an appointment to come fix these issues. I got a call after emailing again on 3/18/2024 to schedule an appointment. The plumber was supposed to come out 3/20/2024 but never showed up I messaged the phone number I was supposed to be in contact with about the appointment and asked if the plumber was coming, they said they cannot get ahold of the plumber and do not know where he is. The plumber never showed up. They said they would just send a different plumber the next day with the contractor to get everything fixed at once. The next day 3/21/2024 the contractor called and said he was leaving ******** and headed our way and asked if the plumber got everything done, I informed him that the plumber never showed up, so he called his company and then called me back and said they are searching for a plumber to come out as they did not get one scheduled. They found a plumber and the contractor showed up and was very confused as we explained everything that they agreed to fix and then informed us that they cannot do anything today as they do not have the correct shower head and or most of the stuff that is on the order form to get fixed. We found out from this new contractor that our old contractor got fired and then I also found out that the regional manager Ive been in contact with also is no longer the regional manager. This is some of the conversations that I have had with at the time regional manager.After everything that went on and how not just one thing got messed up but that pretty much the entire shower did not get installed correctly I emailed the old regional manager and said that I would like a discount as to me its seems warranted, he said he said he completely understands and could possibly work something out and asked me what number I have in mind for the inconvenience that we have had, we are paying $15,763 just for a shower so I asked for $3,500 off. The regional manager at the time never responded this was on 1/24/2024. I emailed again asking if he has had a chance to look at the previous email on 2/18/2024 still no response. I emailed again on 3/11/2024 asking when we should expect a phone call to get the shower fixed, still no response. I emailed again on 3/19/2024 and thats when I finally got a response and informed that there is a new regional manager and that he will be giving me a call to talk with me. It is 3/22/2024 and I still havent gotten a phone call. I was told by the previous regional manager to reach out to him with any questions so I did as none of the other people working for them would call me back. I have been polite and patient but I am very frustrated with this company.

  

  Business response

  03/26/2024

  We did schedule this service for completion. However, on arrival it was determined additional parts would be needed to complete the service.   We informed the customer of this on 3/22/25. As soon as the additional materials arrive we will call to schedule completion of this service. 
  
   

• Initial Complaint

  01/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Early Jan ****. We signed a contract in September 2023 stating windows were a set price and install I'm November. The sales guy and measure guy were awesome. Super low key nice people. Price changed and install date changed 2 more times. I didn't think we could cancel since it was MONTHS after we signed. The installers used our tools and vacuum and car jump starter kit. They left food and drink trash around which my 5 year old got into ontop of the actual window mess. They broke my Xbox and got dust all over my TV stand ( couple feet from a window, not under it) my porch door isn't on all the way, no windows are Caulked / finished. They left tools around the house, flooded my basement toilet. So weeks later thinking they'd show up but didn't i call the manager whom then calls me a liar and his team would "never do this." The manager later admitted there were complaints in the past and the Cree admitted to leaving tools behind and an unfinished job. I wanted an apology and conversation and instead I get called a liar for then destroying my property, raising the final price and not completing a Job.

  

  Business response

  02/07/2024

  At this time, the Project Manager ***** was looking into this matter further, and we are working to come up with a resolution to present to the customer. Once we have a resolution, ***** will present it to the customer. We are also going to have the ************** and Warranty Manager ***** do a curtesy outreach to the customer as well. 

  

  Business response

  04/17/2024

  We have been in contact with ************. His service issues are resolved and we will be mailing him a check as agreed. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract was signed around 4/7/22 to have 11 windows installed. Original install occured sometime in 7/22 (a Wednesday). Installers left and we inspected all windows, quality of windows was not of the expected quality, we called immediately and project manager came that Friday and inspected and designated some complete and some upper/lower sashes to be replaced a replacement of some sort happened on all windows, it was also noted the poor installations that was done (lack of caulking, lack of insulation, etc). 10/18/22 date of 2nd install, there was miscommunication as they didn't have all the windows and the windows they did were not measured correctly and worse condition. It was determined all 11 windows would be complete replacements. 3rd install of windows 6/12/23 - 6/14/23. As they were installing realized again 3 windows were the incorrect size and would need to be ordered again. after hearing nothing, on 7/27/23 I called the main line and found out that remaining 3 windows have been sitting in the coorporate warehouse since 7/5/23. Final 3 windows installed on 8/25/23.Final wrapping outside done on 11/17/23. Multiple discussions about making this right only resulted in a contract that tried to prevent us from saying anything once signed (not once the work is done). Not much faith in the company, I tried to discuss an alternate contract, answer was NO. We stopped reaching out and no one has reached out since 11/17/23 install. I am still missing a part on 1 window that was missing from the June installation (apparently ordered in Oct.), also the incorrect caulking, we got a wood grain window to match our wood work, but the caulk is this cloudy white not clear. WE ARE NOT 100% satisfied in the contract we signed, when we were sold this. If I felt that **** was actually working with us, wouldn't feel the need to report this. I have a lot documented only so many characters to explain it.this was financed, and making payments since 8/22.

  

  Business response

  12/28/2023

  We have made attempts to work with ***** in the last couple months on his project prior to the complaint being filled. We offered the standard *** form to *****, with options to make things right to his satisfaction, however ***** rewrote the *** form we sent him, and insisted that if he was going to sign anything, it was going to be worded the way he wanted it to be worded. We were not able to allow ***** to rewrite it and because of this, he refused to sign it. We also offered to provide new additional windows that weren't part of the original contract at no extra charge to attempt to make things correct. When we attempted to have documentation signed to confirm, ***** indicated that he didn't want the windows, and he just wanted the work completed as originally contracted. We have since completed the work as contracted, and we had not had further requests from ***** about any further issues they have had. 

  Customer response

  12/28/2023

  We are rejecting this response because, this is going on for 1 1/2 years, since original work 7/2022 is NOT completed.  We are waiting on a part and a remedy for the wrong caulking.
  we received call from Project Mgr 12/13/23 (day after posting BBB complaint) stating someone is looking for part, when found will schedule a time to install it... nothing.  Wrong caulking used on windows, 11/17/23 installer didn't feel comfortable pulling off caulking to replace, without damaging original wood trim, ****** stated he might be able to do it...nothing.
  Minimal/No attempts from YHIC to work out resolution.  When SIA form was presented, we didn't feel comfortable signing, due to many reasons, primary reason, SIA as it is written, states we are satisfied upon signing, not when work is done.  The re-write of the contract was recommendation to start a dialog to get to a contract that would meet both sides, as discussed with *********  Met with NO, and **** stated it is the standard SIA.
  We had conversations with ****, to save labor costs, we suggested they do the repairs and fixes to the original windows the same time they do the compensation windows.  Since we couldn't come to a solution for the compensation, we stated finish original work, and we will discuss compensation afterwards.
  
  solution:
  Would like missing part replaced & for the caulking to be looked at and fixed.
  and one of these 2 options:
  1.) Install the additional windows that we agreed upon with an ammended SIA agreement that has a deadline, & clarification of the work to be done.
  2.) Reimburse us what we have paid out of pocket to this point for windows that we are not 100% satisfied with at this point $3,648.
  
  We are NOT 100% satisfied, our contract we signed states 100% satisfaction guaranteed.  
  weeks to months of no contact is unacceptable in our eyes, communication from YHIC could have prevented this.
  We have kept a detailed log of calls, visits, scheduled dates, voicemails, texts, & emails to/from YHIC.
  
  

  
  

  

  Business response

  02/07/2024

  I did speak with *************************** and she relayed our conversation to her husband *****. We were able to come to a resolution that satisfies both parties completely. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I cancelled the contract on the next day. I was told I would receive a full refund. I have continously been lied to about the refund. I have been promised a return phone call. That has never happened They lie to cover up lies. I am very frustrated trying to get my refund. .

  

  Business response

  12/06/2023

  When sending refunds to our customers who pay with a check, we wait 10 business days before we start processing the request. Once it has been 10 business days, we issue the check and send it via certified mail. We sent a refund check to this customer, and they have received there refund as of November 21st. Once they received the refund, they were requested to rescind their complaint. 

  Customer response

  12/06/2023

   I am rejecting this response because:
  

  They claim to send a refund in 10 business days. However, it was almost a month later. I was told on 3 occaisons the check had been sent the previous day.  That was a big lie. I had to call several time and every time I was given the run around.  They would promise  I would receive a call later that day but I never did. I still conside them a very shady company.

  
  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE HAD WINDOWS REPLACED IN OUR HOME ABOUT ONE YEAR AGO. I HAVE BEEN TRYING TO GET SOMEONE FROM THE COMPANY SINCE A FEW WEEKS AFTER.1- INSTALLER SAID TWO WINDOWS WRONG, WRONG TRIM SENT OUT AND NOT ENOUGH AND SOME HANDLES BAD.2- WE KEPT TRYING SINCE THERE WAS MOISTURE IN OUR WINDOWS FROM ALMOST DAY ONE, HAVE TO KEEP TOWELS BY THEM.PLUS THEY WOULD BLOW A MATCH OUT, THEY WERE ALSO VERY COLD TO SIT NEAR 3- FINALLY A GUY FROM COMPANY CAME OUT, TO FIND OUT THEY WERE ALL INSTALLED WRONG. WHEN TRIM REMOVED YOU COULD SEE THE OUTSIDE AND I COULD PUT MY FINGERS TO THE OUTSIDE. HE SUGGESTED USING A FOAM TO FILL THE SPACE.4- WE CHECK WITH OTHER WINDOW COMPANIES, THEY ? THAT AS A SOLUTION 5- I TALKED TODAY WITH A REGIONAL MAN BUT ALL HE OFFERED WAS TO REPAIR THE INSTALLATION. IT IS ALL THEY CAN DO. I DO NOT KNOW IF THE WINDOW ITSELF HAS BEEN COMPRIMISED.6- ACCORDING TO HIM THIS NATIONAL COMPANY IS NOT OWNED JUST RUN BY STAFF.7- IF WE WERE TO PUT HOME ON MARKET THE WINDOWS WOULD DEVALUE OUR HOME .

  

  Business response

  11/09/2023

  Our Project Manager **** made contact with ***** on the 1st of November, and are still in the process of coming up with a resolution to this matter. 

  Customer response

  11/09/2023

   I am rejecting this response because:
   We have been contacted, One guy again came out and checked. We then got a call from someone who had been out a month or so earlier.

  He sent two guys out Wednesday the *****. We were told to start filling in the windows. He said they maybe there a day or two, which made my

  husband mad. How could they do all the repairs in a short time? He said it would only be insulation for now. They came and removed trim on all

  windows and inspected and made notes, but did NOT DO ANY INSULATING. They would get back to us but it maybe weeks.. Repairs may

  not be this year.. That means we have to go with cold, leaking, rainy, windows for another heating season. You can't see out of them cause they

  are all frosted up.   This is no solution of repairs. 

   

  
  

  

  Business response

  11/16/2023

  I spoke with *** who was the man that was there last week. He indicated that he was there to assess the gravity of the situation, so they knew exactly what needed to be done as far as a temporary solution, and we knew exactly what to order. We are going to be back out to spend 2 days foaming every window, but that is a separate appointment that we will be scheduling with the customer. 

  Customer response

  11/16/2023

   I am rejecting this response because:

  I HOPE WHAT THEY PLAN TO DO WORKS CAUSE MY WINDOWS TO DAY FROSTED AND WET. PLUS VERY COLD.

  WE HAVE BEEN TOLD TO DO A PROPER JOB, THEY SHOULD START ALL OVER. REMOVE WINDOWS A REINSTALL

  CORRECT. THERE WAS TO MANY THINGS WRONG ON THIS JOB. I WOULD STILL LIKE TO HEAR FROM THE O0WNER,

  PRESIDENT OF COMPANY. NO ONE CAN GIVE ME THAT INFORMATION.  RIGHT NOW WE HAVE MOISTURE FORMING IN

  THE WALL SPACE OF THESE POORLY INSTALLED WINDOWS.  11-16-23

  
  
  

  
  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Since about April if 2022 we ordered windows from this company and waited for them and then waited for them to get someone to put them in and November of ************************************************* and the windows were to small they put them in and and they look like theyre floating , the guy never finished and never did come back we told them these werent the windows we ordered and they brought other windows in that were to small. They finally got a new contractor who measured everything and would put them in but we couldnt write any bad reviews about them. Now they say our windows arent up to code and need to be opened up more and want to charge us thousands more. They put the 1st ones in without being up up code.

  

  Business response

  10/16/2023

  Due to the openings that *********** has, he had limited options to chose from for his windows, and he didn't like or want those options. We attempted to provide an alternative solution that would cost additional funds, however, *********** was also offered a 30% discount on that alternative option. With this being an egress window, the standards that have to be met, leaves very little room for a lot of options, and we are trying to work this out with the customer, however, at this time, we have not been able to come to an agreement due to the limited options we have to offer, and still meet the egress requirements. Any and all attempts to work with Customer to reach satisfaction that is based within the requirements we have to meet have been refused.  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **** offered us a credit for the issues that they were responsible for in the amount of *******, however, the ONLY way they would give this credit to us was if we promised, in writing, not to contact the attorney general, the better business bureau, or leave any reviews on social media platforms. We had no plans of leaving any review, positive or negative until they tried to force us to sign this "Satisfaction Incentive Agreement". (attached) We feel that this agreement is morally and ethically WRONG. Contract was signed 11/16/2022 Materials received in ******** warehouse on 1/25/23 Construction started 4/3/23 - was told it would be done in 2-3 days.Finished 5/5/23 The major issues are listed below:1st item - Based on the contract - 100% satisfaction is guaranteed. We are not satisfied with how we were treated by both the company and subcontractors.Second Item - We were told that all of our materials were on hand in the warehouse. The installer checked to make sure everything was there BEFORE coming up here on day one. All of our material was there. The next day our back panel was MISSING. He was told that our panel was taken by another installer for a job in *****. This decision made by **** increased our quoted installation time from 2-3 days to 5 weeks.Third Item - The whole reason we chose YHIC to work with was because we were told that the installers all were employees of Your Home Improvement company (YHIC). Both the plumber and the main installer (******) were not employees but subcontractors. ****** showed up in a ****** on day one with some plywood and our materials strapped to the top of his car. We paid ********* for remodeling of a shower stall in one bathroom and tub/shower stall in another bathroom. We were told that everyone who would be in our house worked directly for the company. 4th item - we were treated rudely by service manager *****.

  

  Business response

  05/19/2023

  We are in contact with the customer, and are currently working on a resolution at this time. 

  Customer response

  05/19/2023

   I am rejecting this response because:

  We have heard nothing from the company about working towards a resolution.
  

  
  

  

  Business response

  05/22/2023

  We originally offered the customer a discount through our Satisfaction Incentive Agreement to resolve the matter. In the Satisfaction Incentive Agreement, there is the clause that if they receive the discount, they would agree not to contact the attorney general, the better business bureau, or leave any reviews on social media platforms. They didn't agree to those terms, and rejected the discount. We have been continuing to attempting to make contact with the customer to offer the discount without the Satisfaction Incentive Agreement, however, we still have not been able to reach them, or receive a call back. We are continuing to make the attempts to resolve this matter. 

• Initial Complaint

  11/29/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The company finished my shower installation November 9, 2022 and the final payment of $9338 was paid by check. On November 23, I discovered they took an additional $9338 out of my checking electronically and put me in the negative. I am unable to reach their financial person. On top of that, the shower leaks and has not been fixed by the company.

  

  Business response

  11/30/2022

  Your Home Improvement Company has automatically refunded the amount funded yesterday on 11/29 and will take responsibility for any overdraft fees.  We have also scheduled an appointment with the customer the morning of  December 3, 2022 to go over any concerns they have. 

  Customer response

  12/02/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On April 11, 2022 we signed a contract with **** for a walk-in shower in our master bathroom and we gave a $1500 deposit. We were told by the salesperson the job would be finished by July 18 2022. However, this date was still only an estimate. We were told by the middle of June that the supplies for the project were delivered to ********** and we would be getting a phone call with in a week or two for scheduling our installation. By July ****************************************************************************** that they had some problem with their licensing but would be getting that taken care of soon. After waiting again I text message the ** on August 31 and he called me that day to inform me that the city had archived their license and they are working to get it resolved. On September 8 I received an email from the home office in ********, ** and was told the ** had to take a test for the license the week of September 19, 2022. It has been another 3 weeks and I had sent a text message again to the ** on October 11 but have not heard from anyone at Your Home Improvement company. It has now been 6 months. I would like to get my deposit back and forget I ever talked to this company.

  

  Business response

  10/14/2022

  We are working directly with the consumer for resolution.  We spoke with them today and we will schedule a meeting at their convenience to discuss a solid scheduling plan.  Thank you for informing us. 

  Customer response

  10/24/2022

   I am rejecting this response because:
  
  We were sent a certified letter from the project manager stating that the project would be pushed out to December. If we wanted a discount we would have to wait for a longer install date. Now we find out the project manager we were dealing with is no longer with the company having resigned as of today.  We also found out that since we live in the county, not the city, a license is not even required.  Neither is a permit unless there is electrical work being done in the county. So we are not wanting to deal with this company. So why have we been waiting so long for our project if neither license nor permit is required?  The installation should have taken place by July 18 which was the last date that **** said it  would be. We just want to cancel the whole project and have our deposit returned.

  

  Business response

  10/28/2022

  This project is schedule to start on 11/3 and finish up on 11/4. 

  Customer response

  11/06/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*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. ↩