ComplaintsforClear Choice Home Improvements, LLC

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We put our trust in Clear Choice Home Improvements to replace our siding and install new construction windows in our home. We gave them a $10K deposit. We were told a project manager would get in touch with us for the final scope of work. The only time we heard from the company was a week later when they tried to take $25K more out of our account for materials. We didn’t allow them to take more money because they didn’t even know what materials to order. We told them they already had our deposit. They made an appointment for a project manager to come out for the siding & another appointment for someone to come out and measure the windows. They never showed up for the siding appointment. We called about the NO SHOW but had to leave a message. No one called us back. They did call the next week to reschedule the window measurement appointment but never addressed the NO SHOW appointment. On the contract the siding we were told we would get was a different siding listed and the finance company was a different finance company that we had applied to. We were only able to determine this after we received the contract in an email. We were never shown the actual contract the night of the signing. We cancelled our contract and requested our deposit back. We were told that we would not get our deposit back. We pointed out that the contract had some discrepancies. We were told that we forfeited our deposit when we cancelled the contract. It does not say anywhere in the contract that we would lose our deposit. We were told that it was a mistake on our part in reference to the contract and appointments. The appointment for the siding was tentative and it was never a set appointment. We were made to feel we were in the wrong. We were told by the salesman that the owner takes pride in his company and gives all his customers 100% guarantee. This is not the case. We are very disappointed in the way we have been treated. All we are asking for is our deposit back at this time.

  Business response

  11/29/2023

  We apologize for any miscommunication on our behalf.  We have been in discussion with the customer in attempt to resolve this matter.

  Customer response

  11/29/2023

  The company is pressuring us for a retraction of complaint for half of our deposit refunded. Threatening we will loose if we go to court.

  Customer response

  11/30/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]The company is pressuring us to sign a retraction letter for half of of out deposit refunded in (which we still have not received) for the record. Threatened us if we take this to court we will loose as they always win. We just want our full deposit back and not do business with the company.
  
  Sincerely,
  
  ******* *********

  Business response

  12/11/2023

  There are many miscommunications and falsities being presented on multiple platforms by the homeowner and we are in the process of trying to come to a resolution on all of them.

  Customer response

  12/11/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Company now states that they have bought exactly $5,00.00 worth of materials for the project as of a week **o which is news to me as they claimed they were  almost all set with refunding us our deposit but 1 person from their board of 4 members did not want to sign as we reported bad reviews to BBB, ** office and ****** List.. Still no direct communication to us directly. We just want our full $10,000.00 refund back.
  
  Sincerely,
  
  ******* *********

  Business response

  12/19/2023

  The customer reached out to us after they received notification that the ******** ******* *losed the case they attempted to file against us. We have reached back out to the customer to, again, discuss the options outlined in their contract.  We are waiting to hear back. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They sent a guy to give me an estimate. I wrote a check for $2,652 as a down payment. I haven't heard a word from anyone at the company. On page 3 of the contract they stipulate that someone will contact me in 10-12 business days, which hasn't happened either. I signed the contract on July 10th 2023. Today is August 18th 2023. Winter is coming and I still don't know if I am going to have gutters or not. I am also $2,652 out of pocket with nothing to show for it.

  Business response

  08/21/2023

  We apologize for any miscommunication.  Our installation dept has reached out to the customer and their installation date has been set.  We thank the customer for their patience and understanding.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A salesperson came to our home on July 10. 2023, telling us that we had two insect infestations and showed us photos of serious rot and faulty siding. He talked us into signing a contract for new siding and we gave him a check for $3252.00 as a down payment. The next day, we realized that he had lied about the infestations, corroborated by our exterminator, and we confirmed that the photos he showed us were not of our house. We immediately sent a certified mail letter of rescission, (stating that we canceled our contract and we requested our check or a refund within 10 business days,) which was postmarked less than 24 hours from our contract signing. The letter was received and signed for on July 12, 2023. Nonetheless, the business cashed our check on July 17, 2023. The check cleared our bank on July 18, 2023. I spoke with the sales manager on July 20, 2023 by telephone and he assured me that a refund check would be cut and mailed that same day. I contacted the office again on July 27, 2023 and was told again that the refund check would be cut and mailed that day. Ten business days has passed. I just spoke with another receptionist who said that she would check with the head accountant in the morning and call me back to state whether or not the refund check has been written. Here's our letter which I could not download *** ***** **** ******* ****** ** *****  July 11, 2023 Mr. Josh M*********, owner Clear Choice Home Improvements **** *** ****** **** ***** *** *********** ** *****  Dear Mr. M*********, We are canceling the contract signed on Monday, July 10, 2023, with Greg C*******, effective as of today, July 11, 2023. The transaction we are canceling was for siding on our home at *** ***** **** in Kittery Point, Maine, in the amount of $32,511.00. We gave Greg a deposit of $3252.00. Please return our original check, or a certified check in the amount of $3252.00, within ten (10) business days to our address listed above.

  Business response

  08/02/2023

  On behalf of the company, I would like to apologize for any miscommunication.  I spoke with our Sales Manager and our Controller and check number ***** was mailed to their home last week.  The refund should be received any day now.  If it is not received this week, the customer may call me directly (Jennifer) in the office at ###-###-####.  Again, I apologize for the miscommunication and inconvenience.

  Customer response

  08/02/2023

  The check was NOT mailed last week, but it was mailed this week on July 31.  We received the check today and will be depositing it.  I would prefer not to finalize any actions unless and until the check has cleared.  

  Customer response

  08/10/2023

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

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 20 I gave Clean choice a check for $ 2,300.00 for a deposit for a new roof. The new roof was a total of $ 25,000. I send green sky a check for the first payment for the new roof. They came on April 18 to install the roof. Alexis the project manager said that he could not install the new roof because a lot of the raffles were broken. I called them on April 18 to get some kind of response from them. On April 25 nate called me and said that he could do the roof for $ 14,000. And that was the last time I heard from them. So I was hoping that you could cancel the job and get my deposit back. Thank you.

  Business response

  05/22/2023

  Clear Choice apologizes for any confusion or miscommunication.  We reached out to the customer last Thursday May 18th as well as today May 22 and are waiting to hear back so that we can discuss and resolve this issue.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/16/2022 ****** and ***** ********* contracted with Clear Choice Home Improvements, Manchester, NH. The contract was to provide 20 feet of gutters on a shed, plus 42 feet on an ell side of our home. We have a $1500.00 deposit on the $3800.00 contract. On 9/28/2022 the workmen arrived and installed the 20 feet of plain gutter (with no cover) on our shed. When my husband went out to talk with them they informed him they could not do the 42 feet on the house because the type of roofing on the house did not allow for them to install the gutter. They said they would talk to the people at Clear Choice to see what could be done. I called them 3or4 times to see where we were going with a resolution. I have had no resolution from them. I also said if there was no solution then I would like to discuss a partial refund of our deposit. I have not been able to speak to anyone but the person answering the phone. I would like to resolve this issue by receiving a fair return of our deposit.

  Business response

  10/19/2022

  Our Sales Manager called and spoke with both homeowners on 10/14 to discuss a resolution and said he would get back on Monday 10/18. Unfortunately he was out sick on Monday 10/18.  We apologize for any inconvenience.  Another representative of Clear Choice will reach out today (10/19) to get this resolved.

  Customer response

  10/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18243095, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Clear Choice Home Improvement to install a new roof. During the sales process, the salesman discovered black mold in our attic. At this time I was hesitant to move forward with the roofing project because of this. Doug assured me that replacing 8 peices of plywood would resolve my issue. I asked what if other issues were identified during the project. I was again assured that I would be notified and that steps would be taken to resolve. I moved forward with the roofing project, when it was finished I took a look in the attic and saw that the visible boards still had black mold on them. I told Ty, our project manager and he took a look and said that they didn't replace enough boards. He was asking that i sign off on the loan. He said, just call ******** for an estimate and send the bill to Clear CHoice (the bill for remediation of the attic was 8k), I did this in May and have been getting the run around from Clear Choice and their solution is not honor their promise to pay for the mold removal in the attic, but to take 1k of the price of the roof, which was 22K. This is an unnacceptable solution to me and I feel that I have been lied to and decieved.

  Business response

  09/12/2022

  Clear Choice apologizes for any miscommunication with the customer.  We have reached out to discuss a resolution and are waiting to hear back.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company has not refunded deposit of $200. Double deposit, one a bank check of $200 Bank of America and other a credit card $6933.96 wi rh Fidelity Visa. Credit card was able to cancel, bank deposit they cashed. Additionally, this company placed our name for a loan with ******** a Goldman Sachs Co for a loan in the amount of $19,802. We NEVER requested nor discussed any such issue with the sales person Greg C*******. The complete purchase was to be made through our credit card, no financing.

  Business response

  08/24/2022

  On August 10th, the refund for the $200 was processed.   As you can see from attached QuickBooks entry, on Aug 17 the refund was settled and an Echeck for $200 was deposited to an account ending 4774.  It can take up to 10 business days for it to show in the customer's account, but this refund has been processed.  We apologize for any misunderstanding.  If customer has any questions, she can reach our Accounting Dept at 603-232-0237

• Initial Complaint

  04/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed a contract 3/10/2022 with Clear Choice to install leafless gutters. Paid $1,100 deposit towards total cost of $3,200. Clear Choice called a few weeks later saying they had materials "from another job" that matched our materials and so could get our job done right away. Workers came and told us we need to extend the roof ledge in order to install the gutters at the proper angle. This work would cost AN ADDITIONAL $2,500. (One of the workers, however, had told my husband it could be done for about $250.) We called and were told the additional job would cost $2,500 to complete. I emailed "Brianna" at Clear Choice to complain and her response was: "I was able to speak with a couple people in the office and they have given a couple options: - you can hire a contractor to do the buildout needed - our quote to do the buildout with material and labor would be $2,500 - install gutters without our LeafLock system, refund you for the covers and install gutter with foam wedges inside to keep them clog free and put you on a monthly clean out schedule. Your gutters would still be warrantied if anything happened to the gutter. - you are free to buy your own material, this included nails and everything and we can do the installation however, labor would be $90 an hour for a crew of 3 guys. " Because this additional work was NOT mentioned when the sales person came to our house to determine what was needed for the gutter installation and because NO MENTION was made about needing any additional work to prepare the "buildout" to hold the gutters, we feel we have the right to cancel this contract and receive a full refund of our $1,100 deposit. We called the company twice today during their operation hours and left a message. No one called us back.

  Business response

  04/18/2022

  We have been in contact with the customer and have resolved this matter.

  Customer response

  04/18/2022

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

• Initial Complaint

  03/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was forced to give a 1/3 deposit on a $2250 job that was agreed to on 12/18/2021 in the amount of $787.95. This was $765 plus 3% credit card processing fee which is not legal to charge per Visa's retailer credit card agreements. I felt forced into accepting the quote to begin with because of the "special discount" I would receive on the spot for the work I was asking to have quoted. By March 19th, 2022 the work had still not been completed and I wanted to go a different route. I emailed asking to know what I had to do to cancel. There was no response. On 3/24/2022 I emailed again and called and left a voice message. On 3/25 there was response via email and a phone message. They indicated it was more than 3 days past the right of recission and I would not get my deposit back if I canceled. There was nothing "on order" and no work had been performed. I was not upset until I started reading reviews on Google and found that many customers were in the same position I was, feeling forced and then zero communication. I also found that their deposit process was inconsistent. One customer game a $500 deposit on a $23,000 job. NOT 1/3 DOWN. I would have accepted a reasonable fee for canceling as they did come out and quote and I did sign the paperwork but $800 for nothing being done is excessive and a poor way to conduct business.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/29) */ Clear Choice apologizes for any lapse in communication. Our Production Manager will be reaching out to the customer to resolve this matter. Consumer Response /* (2000, 8, 2022/03/29) */ I was contacted by Clear Choice on 3/29/2022 at 12:00pm. After a conversation in regards to some of my concerns we have agreed to resolution. I appreciate the quick resolution to this and the prompt communication from Clear Choice, thank you.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed the contract on 05/05/21 for the replacement of 3 windows in my upstairs bedrooms. A measuring man came out to make precise measurements of the windows about 2 weeks later. The windows were installed on October 4-5, 2021. Once the windows were in, it was obvious that there was significantly less glass and more wood blocking my view to the lake than the original windows. I was never informed by the salesman or the measurement man that the windows would be so much less glass. Had someone informed me, I would have never ordered those windows, which now cut down on my view. With winter only a few weeks away and it having taken 5 months to get the windows, it didn't make sense to have the installers remove the windows and put the old ones back (which I doubt they would have done), I decided to pay the full balance due and fight with the company afterwards to resolve the problem. After numerous attempts, I finally got hold of a customer service lady and explained the problem to her. She seemed sympathetic and assured me that someone would call me back the next week to discuss the issue. I never heard back from anyone, which tells me that they know someone goofed (or mislead me) and don't want to deal with an unhappy customer. These windows cost a fortune, as I got top of the line and planned to have them last for years and years. Now, every time I look out the windows and see less view than before, I am reminded that I will be stuck with these windows for years and years.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/10) */ Our Production Coordinator has been in touch with the customer and we have agreed to a resolution. We apologize for any inconvenience or misunderstanding. Consumer Response /* (2000, 7, 2021/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩