ComplaintsforImproveIt Home Remodeling, Inc.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ImproveIt started the work on the bathroom 1-26-24. They had me sign the contract & wanted me to rate them right then before they started the project. They wanted to send in a 3rd party & I didn't want a 3rd party but they sent one in anyway. The floor guy they sent me screwed up the floor. The electric was not done right by the sink then sent a jason out to redo the electrical by the sink. I had to buy the insulation. The stapled the electric wire to the stud. Jason fixed it. My son had to install the vinyl planks. My Son-in-law put the vainty in & Jason was to put the Plumbing in faucets they were rusty & I told him I did not want them . He said the parts was missing he left & never came knobs on the sink. This morning he texted & &faucet I have them a $20 dep to ImproveIT & the 3rd party $200 I want contacted by the business to get job completed.

  

  Business response

  04/01/2024

  Thank you very much for reaching out to us about these issues. We rarely involve third-party installers on our projects, and were disappointed to hear that the companies that worked in your home did not uphold the standards of a 5-star experience that we promise. We're happy to have been able to facilitate the necessary repairs and corrections, and appreciate you taking the time to stay in touch with us regarding the progress and resolution of your project. Per our most recent conversations, we're happy to hear you're pleased with the final results and are enjoying your new bathroom. Please don't hesitate to reach out with any additional questions or concerns.

  Customer response

  04/17/2024

  THANK YOU for all your help. Improveit came back out and fixed everything after 2 months of her waiting.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Really bad work. Broke out sewer vent lines then covered it up. lost kitchen ceiling two different times. Stopped up main sewer line with tub pieces. Roto Rooter $441.00 didn't connect cold water lines another flood. Human waste all over 2nd floor bathroom and 1st floor kitchen twice. No licensed plumber on sight or building permit. Used Shop Vac on lead dust. 3 days took 3 mo.

  

  Business response

  09/13/2023

  Hello, and thank you for reaching out with these concerns. Please accept our apologies for this experience, which falls far below our standards, and thank you for the opportunity to make it right. We have already reached out to the installer on your project for retraining, and have escalated this issue within our operations department. We are eager to move forward and correct these issues, and have reached out by phone and email several times since Sept. 6 to coordinate a time for our team to visit your home, assess the situation, and develop a plan. So far, we've been unable to reach you, but we stand ready to help as soon as we hear back from you. Please reach out to us at the contact information provided in our messages at your earliest convenience. Thank you again for giving us the opportunity to make this right.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Improveit to install a walk in shower, after the sales rep finished his sales pitch. The sales rep told me that if the installers cause damage or problems during the install that the company would be responsible to repair it or pay to have it fixed. The installers caused a leak from a pipe and couldn't get it to stop after admittingly using pliers to turn the valve. After they showed me the leak they said "sorry" and walked away and I had to pay a 500.00 plumbing bill to a local plumber to fix it. The company asked for photos and the invoice which I supplied and they admitted on the phone the installer shouldn't have tried to use pliers to turn the valve due to corrosion. I explained that my husband had told the company to shut the water off under the house as all the valves had been recently replaced so there wouldn't be any issues but they didn't do that. It has been 4 weeks now and they won't answer calls nor return any voice messages or text messages. I contacted the sales rep and told him of the dispute and he said we should be made whole and said he would look into it but he has not returned calls for follow up on our complaint either. We paid over $13,500.00 and hired them based off their products and what the sales rep had said. I want the company to reimburse me for the $500.00 plumbing bill that they created.

  

  Business response

  08/10/2023

  Thank you for taking the time to reach out and share your experience so we could take measures to correct it. Our team was happy to cover the cost of the plumbing repair, and we have taken steps to retrain the installer. Please accept our apologies for the error an inconvenience, and thank you again for giving us the opportunity to make it right. 
  
  Sincerely,
  Seth C******** *****
  

  Customer response

  08/16/2023

  I accept the business's response to resolve this complaint as they advised they will be sending a refund of 500.00. I haven't received the check yet but trust that they will complete the process as they have stated.
  Regards,
  
  ***** ********

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January of 2022, they came out to our home for a quote on a new tub. But I had changed my mind because my income had change and I didn’t have the money to pay for it. He told me non, no I would make him look bad. He told me to call in 3 days to tell them no. I did call the next day, but they said I didn’t. Well then they came 3 months and put a shower in. That was not want I ask for. I told him and he said he would change it. But as of right now it is still a shower. And now the shower rod is leaking, and water comes over top of it. The back of shower he left a hole in the wall, and mice and stuff have been coming through it, it leaks in the floor. I had to put a board on it. I have tried to call them and leave messages but they never call back. They have charged us $10,000 for this stand up shower, it is financed through ***** *** Financing, they are owed by ************

  

  Business response

  07/25/2023

  Thank you for taking the time to reach out and share your experience. Our technician was happy to visit your home on July 19 to discuss and resolve your concerns. We are continuing to investigate the discrepancy between your request for a bathtub and the order that was placed for a walk-in shower. We look forward to being in touch soon with next steps to address that as well. thank you again for giving us the opportunity to make this right. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a sun porch built onto my home in 2005 & have had more than 1 problem but the biggest one is the door handle which was exclusive for those doors. I have had 3 thus far & have been waiting on #4 for approximately 10 yrs+! Tho they're expensive I need one because no other handle will interchange with the pattern of holes on that door. I know because when handle #2 bit the dust I took it off & tried to buy something replaceable, nothing will fit! I called repeatedly to get another but per Kathy they were on back order. It was to b in soon. Then I called over 6 yes ago & she told me the company they got them from went bankrupt & was no longer n business but they have a new supplier, that was before I retired which was 2017! Still no door handle! They are cheaply made so they don't last over a month or 2 then we're out of a door again. Before Robert left their company n '17 maybe '18 he came & worked on it for us & hopefully could get it working. It did but we only use if necessary because we don't want to b left with 1 exit/entry door. That was a worry for us I told Kathy because if we needed to get out n an emergency we only had the back door but Kathy suggested going out a window! REALLY!!! We're n our 70's! They're full of excuses more so than customer service! I wouldn't have this company to "ever" do anything again. We hold our breath on this door handle. I even asked for another door with no holes drilled for their cheapo made handles so I could buy a handle of my choice, one that if anything would happen could b replaced. Kathy said NO can't do that! I guess it's better to lie to ppl & fill them with excuses than to take care of customers. This company is a poor excuse & should "never" b in business! This sunporch is a "lifetime warranty" so why am I having to pay for door handles at $50 ea when the warranty should cover it. The rollers on sliding windows were to b checked yrly & replaced if necessary. NOT happened. Disappointed & n need of a usable door!

  

  Business response

  06/14/2023

  Thank you for reaching out and taking the time to share your concerns. Our team was scheduled to visit your home to address the issues on 6/7. Per your request, that has been rescheduled to 6/15. We look forward to meeting with you and determining next steps.

  Customer response

  06/21/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased windows and patio door in March of 2022. We financed the project through ***** *** ********* for approximately $17,000 for six windows plus the patio door. We were told that the product was given a lifetime guarantee, and that if there were any issues with the product they would work with us to correct or replace them. The date of delivery and installation was August 10, 2022. The following is a list of the issues we have with the installation and product: - one of the windows (living room) was missing from delivery (to date it has not been delivered and no word has been given to when it will be delivered/insta- lled) - patio door warped and was striking threshold of the doorway (door has been replaced, but it is still not sliding smoothly) - screen door for patio door was missing from delivery (no word on when it will be delivered or installed) - nails were left in our parking spaces, causing tire damage potential to personal vehicles - outside trim on patio door is uneven and not properly aligned, and threshold is uneven - caulking surrounding windows and door not properly applied - screen on kitchen window not measured properly to fit window and appears warped - wood on sides of condo unit was cracked and damaged around kitchen window - corners of windows appear to be coming apart - upstairs window in spare bedroom does not properly shut and lock - "baked in color" of trim is cracked. We were given touch up paint to address it - living room carpet bunched up near patio door (this was addressed, but not properly fixed) - upstairs carpet is marked and discolored from installers removing windows To address issues, we request the following: - new keeper sash for kitchen window - missing living room window and patio screen door delivered and installed - new sash ordered for patio door - spare bedroom door reshimmed - caulking and chipped paint to be repaired We have tried to resolve with company directly but have not been successful.

  

  Business response

  05/10/2023

  Thank you very much for taking time to share your concerns and discuss next steps with our team. We're looking forward to our scheduled appointment on 5/25, and will be available to answer any questions in the meantime.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. When we agreed to the contract to have our tub/shower converted to a walk-in shower we were told that within 5 days of installation a quality control check would occur. Now, 1 month, hasn't happened. 2. The installer put too much plumbers tape on the threads where the shower head is attached. The installer reinstalled our pricey shower head. The excess tape went into valve portion of the shower head and has blocked the water flow by 80%. 3. Improveit did provide a replacement for the shower head, but it's the wrong color and getting someone to call me back is proving impossible. I have placed 3 calls about the replacement and have not received a call back. I will gladly return the incorrect shower head once the correct one is received. It's a shame that I have to file a complaint to get this simple thing resolved.

  

  Business response

  04/19/2023

  Thank you for reaching out and taking the time to speak with us. As discussed, we are coordinating a QC visit with our General Production Manager to resolve the issue.

  Customer response

  04/22/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  **** *******

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It was either November or December that we had a salesman come to our home, stayed 2+ hours and we purchased a shower based on the information that we had. There was a gent after that point that came out and took a bunch of measurements. Then on Jan 22, this company came in, ripped out the old shower and placed the wall and base of the new shower. We were told during the sale that it would take 4 weeks for the door to be produced and could be installed, we understood that process. Come next week it will be 3 months and my shower STILL REMAINS UNFINISHED! There’s been one excuse after the next with ImproveIt, we can’t schedule this day, we can’t schedule that day, there was a day I took off for the door install- the subcontractor had an emergency and the door was not installed., they immediately wanted me to take off later that week to retry, I told them that was not possible. Today is 4/10, finally set to have the shower door installed, the subcontractor arrives, starts to prepare for the install, opens whatever boxes/wrapping and the incorrect product is in this box. The area manager Paul informed them that a door could be pieced together until it can be done correctly. We did not pay for a pieced together shower, we have made full payment but still have an incomplete product. Now as of today we will have to wait an additional “4+ weeks” to get the right product. This manager says he understands, he does not understand that we have not had a shower in the master bathroom in 3 months. This company is filled with lies, smooth talkers on the front end, but they DO NOT FOLLOW THROUGH as promised. DO NOT use this company at this point I can call them frauds!

  

  Business response

  04/19/2023

  Thank you very much for reaching out with your concerns. Our technicians were pleased to visit your home on April 17 to complete the service and will continue to follow up to ensure your satisfaction. Thank you again for giving us the opportunity to make this right.

  Customer response

  04/20/2023

  I was forced to go above Paul to have my issue resolved.  Paul who is supposed to be the local manager is very argumentative, can care less about the problems his company creates for customers, my hope is that others will avoid going through this company because of its management and their lack of urgency or concern.

  
  Regards,
  
  **** *****

  

  Business response

  09/18/2023

  Thank you again for your patience and your willingness to allow us to resolve your concerns. Your Improveit experience does not reflect our usual approach, and we are committed to making it right. We are pleased to have been able to complete the work as described, and appreciated your recent conversations with our team confirming that you are satisfied with the repairs. We’re happy to uphold the lifetime warranty on your project, and would be happy to hear from you with any further questions.
   
  Sincerely,
  
  Seth C******** *****
  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My bathroom remodel has not been completed and it has been too many months. The salesperson, Lonnie, is trying to help. The installer, Dan G****e, responds and tries to find out information. But the customer manager Joe H , fails to respond and follow up and it is getting ridiculous. I think the money they quoted was lower than what I was charged. Basically, help me get this finished please. Thank you.

  

  Business response

  04/11/2023

  Thank you for reaching out to share your concerns, and for taking time to connect with both our sales and service staff as we work to resolve the issue. The materials to complete your project, including a shower door and vanity top, are due to arrive soon. We look forward to scheduling your final installation as soon as they arrive and pass our quality control process.

  Customer response

  04/19/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *******

• Initial Complaint

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased 16 windows back in July they were installed around October at the price of over 27,000.00 I have called improvit 3 times asking for a receipt that I need as proof of purchase for my insurance company and for my tax credit and they will not even return my calls .They should have given me a receipt at time of purchase I just need some help to get what is my right to have.I believe they are ignoring my request because I did not care for the guy they chose to do the install the man could only install to windows a day after starting the job a week late when he did show up him and his worker sat on my front porch for over and hour and was on their phones cursing at someone so loud that my neighbors complained my neighbors did not appreciate hearing that F word all day long.

  

  Business response

  02/20/2023

  Thank you for taking the time to reach out with your concerns and taking the time to speak with me. Per our conversation, you should have all the documentation you need. Please let us know if anything else comes up. I've also spoken with our operations team regarding the experience you had with our installer and we've taken additional retraining steps to ensure a 5-star experience going forward. Thank you again for your feedback - we truly appreciate it.

  Customer response

  03/01/2023

  Consumer notified BBB they accept business response and the complaint can be closed.

  
  

*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. ↩