ComplaintsforMaster's Home Solution

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/2/22 they came to replace the bath tub with a walk in shower. During the process they cut a panel they shouldn't have. They returned 11/17/22 to correct it, but instead of replacing the whole panel they merely patched it then put the trim on low to cover the seam. Because the trim was improperly placed the curtain rod has to be placed too high to be effective. I spoke with the manager & requested they correct the problem. I was told "That's not going to happen". I told him I was not happy with the job, he told me to buy custom shower curtains and the problem will be unnoticeable. I advised him I wasn't satisfied. He then said he would send a $100 gift certificate, which he did. This is not an acceptable "solution". I paid almost $16,000 for a third rate job that wasn't worth it. I chose this company based on their BBB A+ rating, which they clearly don't deserve. Their customer service is non existent. I want a refund of $6000.00 to bring the cost more in line with the shoddy workmanship that was done. That is the only acceptable solution. I should not have to pay for their poor workmanship. I am unable to upload documents.

  Business response

  01/16/2023

  Our installer confirmed that **** ******* stated on the day of install that she was very happy with the finished product. The homeonwer was told that the trim was at the standard height and therefore, so is the shower rod. She was told she would either have to get a longer shower curtain or could place the rod on the trim, but neither solution was acceptable to her. **** ******* called in on 11/23/22 and stated that she was unhappy with how the trim looked. On 12/8/22, we sent out a technician to fix the issue. He confirmed with **** ******* that she was satisfied with the repair. Please see attached photo of entire bathroom install and a before and after of the trim corner that was fixed. The install was not completed in a "shoddy" manor and the homeowner confirmed on 12/8 that she was happy. Unfortunately, we are not going to issue a refund for almost half the contract price due to a preference on the shower rod placement.

  Customer response

  01/17/2023

  [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: The job was botched.  They cut the wrong piece.  They most emphatically did NOT tell me it was at the standard heigh.  They told me the grab bar was at the correct height.  When I sent the pictures in the manager said "I see the problem".  I have balance issues since chemotherapy 5 years ago and worked 2 years past retirement age to save money for this.  I can't enjoy it because of their ineptitude.  I hope they're happy ripping off a senior citizen.  Bad enough I had to put up with their employee who reeked of cigarette smoke which I am allergic to.  I am having trouble with my tablet and it has taken a long time to type.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Masters repeatedly said they had a permit but would not provide a copy. I checked with the township, they never even applied for one. They damaged the facing on the top of my chimney and refuse to fix it. They stated it is prior damage. I had an experienced roofer and neighbors who can verify there was no visible damage prior to their work. I want to be reimbursed for the cost of a permit and late filing fee and for fixing the flashing on the chimney.

  Business response

  09/12/2022

  Tho whom this may concern,
  
  There was a slight issue with the township not processing the permit in a timely manner. We have already spoken with the township and after they admitted their error they have approved the permit on there end and there were no late charges or penalties associated with the permit and the customer was not responsible for the cost on that.
  
  As for the issue with the flashing on the chimney concerns. We always take before and after pictures of all areas of a customers home before and after the job is completed. We have pictures of the damaged chimney before we even started any of the work on the customers home. After the roof was completed we have pictures of the same damage that was there before we even step foot on the property.
  
  The customer stated to our job site supervisor that a company was coming in the next week to fix the chimney as there is no protection on the top of the chimney and water continuously is able to pour in to the affected area.
  
  The customer wants us to come out and repair damage that she caused to her home that was in no way shape or form the crews doing. We advised the customer we do not do any work on chimneys it would be impossible for us to correctly fix the chimney as that was never part of the contract that she signed with us.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 6 I had a salesman for Masters Home Solutions come to my house for a quote on roofing. I was offered several discounts and a home air purifier if I signed that night. Should I not sign I would lose these incentives. After more than 2 hours I decided to sign. I had been told that I had several leaks in my attic after the salesman had inspected my roof and he was aware of the active leak in my bedroom as my plaster ceiling was coming down and obviously wet . He made a phone call that night from my home and arranged a second measuring for my supplies stating that nothing could be ordered until that was done. The measurements were to be done that week. That appointment was cancelled from Masters. 3 more appointments were missed, with no cancellation calls . I had great difficulty speaking to anyone but the initial person to answer the phone . I believe it was the 4 th of April when I could wait no longer to have a roof replaced that I called Masters Home Solutions to cancel my order .As I had been told nothing could start until the2nd measurements were done. I received a call back from there customer service person I believe his name was John .They told me there scheduler was not doing her job and they fired her . They offered me a 750 discount to not cancel. I told them I would have to think about it over the weekend. Speaking with family and friends I was convinced that they were not on the up and up by and I was continuing to have damage to my ceilings and foundation due to the need for gutters which could not be done prior to the roof. That weekend I received a letter from the salesman stating he fully understood my frustration and it should never have happened. That Monday I canceled my order. I requested my deposit back of 8 ,128.00 .Not until 4/25/22 did I receive a check minus 650$ and 750$ for salesman commission and administrative costs .They used a threatening statement that I should carefully consider doing anything that would incur me legal costs!

  Business response

  09/09/2022

  **** **** signed a contract with us on March 7, 2022. She had 3 business days after signing the contract to cancel and she did not. We missed the initial remeasure appointment, we rescheduled, she canceled and she did not allow us to come back out. There were no other no show appointments or un-returned calls. We heard from her 4 weeks later that she wanted to cancel. We informed her that she was past her rescission date and it could not canceled.  Per our agreement, since **** **** has breached her contract, we are authorized to retain the entire contract deposit of $8,148. We were very generous and returned $6,770.48. Although we were legally able to retain the full amount, we only kept $1,377.52 and applied it to costs we incurred.

  Customer response

  09/15/2022

  [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:they are lying I tried for a month to speak to someone about a second measurement there response was that they had to fire their scheduler because she was not doing her job properly and I have a letter from the salesman stating that they were in the wrong and I should not had to wait over a month just for a measurement when I had active leaks in my roof and a leak in my bedroom I was told no supplies could be ordered until the second measurement was done so I don’t understand what costs they incurred and who pays a commission before the job was completed 
  
  Regards,
  
  ******** ****
  

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 28 Sep 20, we signed an agreement to have Master's Home Solutions replace our kitchen windows. June 21, work proceeded to replace the windows. During the installation, the sliding glass window in the kitchen was cracked. The installer said this was due to a shipping issue, and they placed a request to order a new pane. The informed me this will take a few weeks to come in, which we understood. Unfortunately, this is when their utterly poor customer service started. After a month of not hearing anything from Master's, I began to call them to get status. During a few of these conversations, I was informed the pane is sitting in the warehouse, and they'll get back to me to schedule a date. After not receiving hearing anything from Master's, I called them again weekly to find out status. They finally scheduled a date to install the new pane and fix a gutter. When the technician arrived, he wasn't informed by Master's to bring the window pane from the warehouse. He did fix the gutter and looked at the window installation. He informed us the frame is not aligned correctly as well and annotated it in his visit. A few months went by and after me continuously calling their production team, they finally sent a tech to replace the pane in Jan 22. When the tech completed the work, the top and bottom window edge was ground down from the tech, and the window is very difficult to open and close. I immediately called Master's to inform them of the issue and sent pictures. After calling them again, production provided me a few dates, but no one has shown up to review the work. There was an instance where I used the window and actually sliced my finger while trying to close it. I again called the production team, informing them of the incident and to find out status. I received a date of 4 Mar 22 for an installer to come out and look. It is now two weeks after the call and I haven't received a status. It's sad a customer getting hurt from their work is not a concern to them.

  Business response

  04/22/2022

  To Whom It May Concern:

  6/2/21 Window Installed

  8/30/21 HO called about a cracked window needing to be fixed and a gutter issue

  9/9/21 Roof service completed to fix gutter issue. An additional pane needed to be ordered to replace the cracked window and it would be several weeks before received and able to install. 

  1/28/22 New window sash is installed

  1/31/22 Homeowner stated that the window is hard to open. We informed Mr. ****** that since the sash was just installed, it would take some time for the unit to acclimate - especially during the coldest temperatures of the year. We did inform him that it would be best to wait until spring (to see if the issue resolved itself when the weather changed) and we could schedule the installer to come by when he is in the area.

  Our office did not receive multiple calls concerning service dates and while we are sorry Mr. ****** received and injury, we were not aware of that incident either.

  3/7/22 We reached out to the homeowner to make an appointment since our installer was in the area. We never received a call back and have not heard from the homeowner since.

  We understand this is still an issue that needs to be resolved and will reach out to Mr. ****** again for scheduling.
  

   

  Customer response

  04/23/2022

  [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:

  There are no specific timeframes to resolve this issue, and I don’t trust that the issue will be resolved if I accept this response due to our recent history. I will approve any future response only when the sash is replaced and slides correctly as discussed in our initial agreement. I reattached pictures showing the upper and lower window sash near the locks. 

  The response reads like Masters is trying to protect their BBB rating, customer appearance and self-interests. If Masters read my complaint and viewed the attached picture, and what I sent to **** in production, they would have understood that the complaint is not only about the sash not sliding properly, but also how the technician cut into the sash and produced sharp edges on the top and bottom of the sash next to the locks that I cut my finger on. As stated in my complaint, though the window was installed in June 2021, the installers informed us there was a crack in the window sash from shipment and placed an order request for the sash. As stated in my complaint, we understood that it would take time for the sash to come in. We do appreciate the installer’s quick response to the issue.

  An installer returned in Sep 2021, reviewed our work order history, looked at the sash, took pictures and videos of the window, and sent them to his point of contact. He informed us that the sash was in the warehouse and didn’t know why it wasn’t sent with him. He also told us that when the sash is installed, he’ll ensure it slides correctly. What upsets me is that Masters was completely unaware that the sash was in the warehouse when I called in Aug. If the sash was in the warehouse like I was told, why would they have to “reorder” the sash as indicated in the 9 Sep 2021 response?

  We allowed the several weeks to go by, but after two months of not receiving any status, I started to call to find out what was going on. Below is the call history from my phone company. All calls in the history were me calling Master’s because they didn’t reach out to me. Ironically, Masters had no problem calling me when developing the initial project plans, and creating the agreement and loan approvals. Masters also sent numerous texts to us about surveys and deals.

  Outgoing Nov 3 3:26 PM 484.633.9801 (Master Main Line – Status unknown)
  Outgoing Nov 4 3:10 PM 484.633.9801 (Status update)
  Outgoing Nov 16 12:14 PM 484.633.9801 (Request Status update)
  Outgoing Nov 29 10:50 AM 484.633.9801 (Request Status update – Informed several weeks before installer can come out)
  Outgoing Jan 21 1:07 PM 484.633.9801 (Request Status Update)
  Outgoing Jan 24 1:52 PM 484.747.3407 (**** Production Set up appointment)
  Outgoing Jan 24 3:06 PM 484.747.3407 (Appointment Confirmed)
  Outgoing Jan 28 12:08 PM 484.747.3407 (New Sash Installed)
  Outgoing Jan 28 4:34 PM 484.747.3407 (Sent pictures/videos showing sash with sharp edges due to tech cutting casement and sash not sliding correctly)
  Outgoing Jan 31 2:44 PM 484.633.9801 (Confirmed with **** he received pictures and video, discussed complaint)
  Outgoing Feb 4 3:45 PM 484.633.9801 (Request Status update)
  Outgoing Feb 7 11:21 AM 484.633.9801 (Request Status Update appointment 17 Feb 22)
  Outgoing Feb 17 10:56 AM 484.633.9801 (Confirm installer was coming, no answer)
  Outgoing Feb 22 9:29 AM 484.633.9801 (Request Status Update - Unknown)
  Outgoing Feb 22 10:59 AM 484.747.3407 (No Answer)
  Outgoing Feb 22 11:00 AM 484.633.9801 (Asked **** why appointment was cancelled and that I wasn’t informed of cancellation. Repeated how this the sash is a safety issue because of the sharp edges and difficulty opening, and how Masters considers this an acceptable product and service. **** informed me I was on priority list and will be contacted for potential 4 Mar 22 appointment) – I stopped calling to see if they would finally call me, but this was the last communication between us per my phone company’s call history. No incoming calls were received from Masters on 7 Mar 22 about making an appointment since installer was in the area. Per past history, if I did miss a call, they would call my home line and provide me a voicemail. No voicemails were left.

  I’m happy to share call history with Masters if necessary, and looking forward to Masters finally reaches out to me instead of vice versa!

  
  
  Regards,
  *********** ** ******* **** ***
  
  
  
  
  
  
  

  
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 21, 2021 I paid the balance of $13,629. A total of 17,629.00 paid in full. That was for a new roof. I am filing this complaint for one minor reason that can be revolved without much effort by Master's. But the second I think is major. It was NOT in the contract. They did the work in one day and worked until it was dark that day. They scanned the area with a magnet to get the hundreds of nails that fall to the ground. So foreman or supervisor promised (because he felt bad) to send someone over the next day to make sure all the nails were picked up. I called the office when no one came, finally they told me no one would be coming, because the foreman said it was not needed. My real issue is however is they bent and deformed the gutters. Anyone knows that is not possibly do. On top of all that they removed ALL my gutter guards. They bent them up and just left them on the ground. I want gutters they deformed replaced, I want my gutter guards re-installed. All autumn leaves remove

  Business response

  05/12/2022

  To Whom this may concern: **. has alluded that we did not come back to his house to do a second clean-up/walk thought. That is incorrect as out service rep (Nick) did return to *** *****’s house on 09/28/2021 to perform the walk through.  Regarding the gutters, with all new roof installs, the gutters guards must be removed from the home to complete a correct install of a new roof. We never put the gutter guards back as they would not line up correctly. Please see the attached file stating that Masters Home Solutions will take off the gutter guards and the Homeowner will be responsible to putting them back on. Please also note that this has been signed by *** ***** himself. Also attach are photos of the house before the roof was replaced. The gutters are all bent and damaged long before we stepped foot on his roof. Please refer to attached picture to show gutters that were already damaged. 

  Customer response

  05/13/2022

  [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:

  The statement from Masters sent to me/BBB on 5/13/2022 in response to my complaint is filled with false statements. But let me be clear, I only have one main complaint and I want to focus on that. My gutters were damaged by the crew from Masters who installed my new roof. I want that corrected. I want new gutter where they were damaged. When they claim that my gutters were already damaged that is false. I have a photo to prove that statement is false. My gutters were not bent up before they came on site. They did attempt to reform the gutters by hand but the photos I provided show they did not do I good job of reforming the gutters. The photos they provided as you can compare show only the sections that were not damage, they are not showing the entire section of gutter, who falls for that. This issue is not resolved.
  
  Regards,
  
  ***** *****

• Initial Complaint

  07/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please know that they take off money if you give them a "5 star rating" PRIOR to even doing the job. So, trust me if you're seeing the 5 star reviews they are not legitimate. If you don't believe me, look at my contract that's attached, ("additional promo took off $1,910.00"). I can't even begin to explain every single detail of what went wrong with this horrific company. The way that BOTH the "owner," Rick, as well as Nathan spoke to me is beyond words. I have every single voice mail, text and email (don't you think it's strange there aren't ANY emails listed anywhere for this company?....I had to practically beg for my communication to be done through email). You would be speechless. First I ordered my windows and a sliding door on November 9, 2020 from Keith. I was told 9-11 weeks which brings us to January 25th. I never received ANY communication during this time. I started calling Rachel in "production" weekly for updates. Most times my calls would not be returned.

  Below is my entire complaint regarding Masters Home Solutions as well as the invoice from my contractor that had to do the install and the additional money I had to pay to fix their errors.
  
  Please know that they take off money if you give them a "5 star rating" PRIOR to even doing the job.  So, trust me if you're seeing the 5 star reviews they are not legitimate.  If you don't believe me, look at my contract that's attached, ("additional promo took off $1,910.00"). I can't even begin to explain every single detail of what went wrong with this horrific company.  The way that BOTH Rick, as well as Nathan spoke to me is beyond words.  I have every single voice mail, text and email (don't you think it's strange there aren't ANY emails listed anywhere for this company?....I had to practically beg for my communication to be done through email).  You would be speechless.  First I ordered my windows and a sliding door on November 9, 2020 from Keith.  I was told 9-11 weeks which brings us to January 25th.  I never received ANY communication during this time.  I started calling Rachel in "production" weekly for updates.  Most times my calls would not be returned.  Finally at the end of February she started telling me "next week", this went on for a month.  I started reading current reviews regarding the installs being done incorrectly and them refusing to fix errors....you can read them yourself on the internet.  I decided to not go through with the install since there were already so many issues with them and this is when Rick started calling me and texting me with harassing and threatening messages.  I had to have the authorities involved since he would not stop contacting me.  I decided to purchase the windows and door and have my own contractor install them.  They FINALLY arrived on May 27, 2021 (after I was threatened numerous times how they were taking up so much "space in the warehouse."  Well, sure enough they measured for replacement windows yet sent new construction windows.  Anyone knows these are different sizes.  I had to spend a lot of additional money to get these windows installed since they were the wrong size.  I had to buy additional materials ($700.00 just in new trim), new window treatments (my previous ones were only 2 years old), this was supposed to be a 2 day project - I am on week 2 - just imagine that labor cost.  They had to remove all of my siding (see pictures).  The best part was I was told by Keith that my windows and sliding door would NEVER get condensation since I was upgrading to triple pane glass......see the pictures for the condensation.  I contacted them with pictures as well as my contractors revised invoice and my additional costs and Nathan told me it's not their problem and any contractor can say something bad about another company.  They have never ever taken any blame or admitted ANY wrong-doing on their part. 
  
  Thank you,
  ********* ******* 

  Business response

  11/30/2021

  Christy S*****
  
  For ********* *******:
  
  Our agreement states, “Marketing assistance. ****** review, Yard Sign.” This discount is given to assist us in our marketing goals by allowing a yard sign to be placed in their yard, agreeing to a video testimonial, referrals, etc. All of this is after the work is done and the customer is 100% satisfied. We never ask for reviews prior to completion of the job, and we did not ask *** ******* for a review prior to her job being completed.
  
  Our office had several notices of communication prior to January 25th, in which the delay in materials was discussed. Unfortunately, product delays due to the pandemic are prevalent in any industry but the windows in particular were delayed. After the customer ordered products were in stock and ready to cancel *** ******* tried to breach her contract and asked for a refund. Since her customer ordered materials were already paid for and in stock, we did not release her from the agreement. This matter has been resolved and **. ******* paid for the cost of the products only and we delivered them to her.

  Customer response

  12/03/2021

  [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:  That is 100% false, Keith S********, the salesman that I met with on November 9, 2020 made me promise to put up a review the very first evening I met with him AND also asked for permission to put a yard sign in my yard before he left which I mistakenly allowed him to do.  This was obviously prior to any work being done but how I was granted my "marketing discount" on my order. 

  The windows that were delivered were incorrectly measured, costing me thousands in additional labor to make them fit as well as losing all my (only two year old) window treatments since they did not fit anymore either.    
  
  Regards,
  
  ********* *******

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In a "nut shell" the problems and items in our contract that were not done by Master's Home Solutions are: - Misleading statements and lies from the salesman. - Contract states to use *** not ** ******** (two similar but different types of plywood) But ** ******** was used through out our "new roof". - They tried to use old delaminating plywood when I paid for new *** plywood for sheathing. - My wife's flower bed in the front of the house was devastated. - Kitchen window screen was torn and at the same time that windows sill was dented by debris. They didn't fix or compensate this. - "New flashing would be installed between house and the porch roof" as stated in contract. It wasn't done. - " Install counter flashing INTO the brick or stone for proper seal" as stated in contract. It wasn't done. - The lack of ability for Mike (the on-site project lead) to inspect and directly lead the crew. He was in his air conditioned truck most of the time. - Other things like entring my house

  Business response

  11/29/2021

  ******** *****, *****:

  Our agreement states plywood or *** plywood would be used. We did install new *** and it was not old delaminating plywood. I believe there was a misunderstanding on the different types of plywood, and we did explain those differences to *** *****. Unfortunately, some damage did occur and we issued a $100 credit to the homeowner. At this time everything has been completed as according to our agreement and all issues resolved.

  Customer response

  11/30/2021

  for one, the regular plywood they were trying to use until i stopped them was delaminating see 1st picture.
  Next on the original contract the sales man wrote owner wants *** plywood only but when he entered it into computer it was rewritten and i didn't catch it . i trusted a salesman, stupid stupid me.
  Porch roof leaks badly, i called Racheal , got answer machine and never got a call back.
  see pictures of contract. these things were not done AT ALL !

*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. ↩