ComplaintsforStatewide Remodeling of Austin, Inc.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We agreed to a shower remodel in October 2023. It is still not completed and our personal property is missing.I have spent hours on the phone with various customer service and sales reps. A manager at the call center deigned to ***** me with a return call after 3+ hours. She didn't listen to anything her reps had told her and tried to "Tell me how it is" instead of listening to what I needed. I would not allow her to talk down to me.She finally got in touch with the Service Manager who called me. The service manager said she would take care of things and get back with me the following Monday. It has been several weeks now and I have not heard anything.I have been contacted on three different phone numbers throughout this ordeal. You know my address. You could show up and talk to me. You know how to reach **** demand repair and compensation in the amount of $5000.00 US to settle any and all future claims.The following items must be repaired for the project to be complete 1. Ceiling repaired and painted.2. Leaking/damaged Faucet repaired.3. Damaged Control Valve replaced.3. Unfinished and damaged tub base trim replaced and completed 4. Missing personal property: shower corner shelving unit returned, or compensation of $100.

  Business response

  02/26/2024

  We are meeting with the cst tomorrow at 9am to resolve all issues and concerns.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called Statewide remodel for the last two years about fixing a window they replaced, they have come to my residence 5 times & just look at it saying the same thing to me such as they have to place order for material but no follow up.

  Business response

  01/29/2024

  Cst's team reached out and left a voicemail December 5th 2023 around 11:50am. We will be reachout out to cst again today. Thank you!

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting 2 months for warranty work. I've been working with *********************** and have been told multiple times the windows they used to do my house (Sunrise) are no longer being sold by Statewide so they cannot get an ETA. Every few weeks, I follow up with **** and I'm told he has no updated info to share. I asked to speak with a manager and have not been called. I went ahead and contacted their vendor, Sunrise and they said Statewide needs to pay shipping ahead of time before they make my window. I did this yesterday and got more information calling the vendor myself than Statewide has given me in 2 months. Now nobody is returning my calls and I need help with someone ordering a window that is covered under warranty.

  Business response

  08/30/2023

  Cx was reached out to and this is being handled by vendor for warranty work. Thank you!

  Customer response

  08/30/2023

  Complaint: 20536763
  
  I am rejecting this response because: I have not been contacted by anyone outside of the installer.  I have genuine concerns around their warranty work and have yet to have anyone call me back from their office (management).

  I would also like to keep this case open as it will take aprox 8 weeks for the window replacement to be shipped to my house.  I am doing all the leg work addressing this with their former vendor to get this shipped. I have asked multiple times for a manager to reach out so I have someone to escalate and reach out to as needed. I have also read through other BBB complaints that are similar, not backing up products sold that are under lifetime warranty in which they no longer do business with a specific vendor. 
  
  Regards,
  
  ***********************

  Business response

  08/30/2023

  Homeowner contacted their Field Supervisor/ Service Manager (Who is responsible for any issues regarding their project) via text stating that they reached out to Sunrise directly. This issue is a factory default and Statewide no longer is in business with Sunrise. Cx was informed of this and was told that sunrise will ship directly to cx's residence. There is no option for Sunrise to send to Statewide because they are no longer a vendor of ours. The Field supervisor/Service Manager reached back out to cx via text apologizing for the delay. Sunrise did not communicate to cx or Statewide that there were any shipping fee's associated before shipment of the sash and thus did not produce product which caused a delay. Once materials arrive to cx, either Sunrise or Cx will reach out to Statewide to install. Management will reach out to cx to explain in full. Thank you!

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are beyond Livid! Keep in mind we have never been late on our payments and the sunroom is already paid in full. We had been having problems with the sunroom with water, dirt and bugs coming inside from the bottom of the inside panels and previously they had to come back to finish caulking the areas where the sun was coming in. Now speed forward in May 2023, even earlier than that we had requested to have our 1 small window in *********** replaced, it was shattered by a rock. we thought it would be no problem because in the contract signed and reason we decided to get a sunroom was one of the benefit was the LIFETIME GLASS , SCREEN & LABOR WARRANTY. When the gentleman came out he explained aside from the broken window that they didn't add the stripping at the bottom like they were suppose too and didn't put holes in the tracks so the water would have somewhere to run out. That is why bug, dirt and water was coming in. Also they no longer dealt with the glass company anymore so may not be able to fix the window. He continued to explain others were told this and the job was not done. So once again he said to call and request a work order, did that, he came out use a caulking that we were worried to breath and afraid to even light a candle worried it would ignite something. Had pets and children we had to keep out for a few days until we could air out the fumes. Didn't put anything back after doing his work. Now since May until 8/11 we have been reaching out to him for updates with so many excuses why he couldn't fix the window and how it was only him and a trainee (said this excuse quite a few times) or that they don't have it in there warehouse or the order to the glass company they went to the supplier dropped the ball, there are no guarantees is going to take awhile or or the trainee he keeps getting is quitting after a week or I can't compel the company that is making the glass to be faster. This is a breach of contract and I'm not even telling you everything.

  Business response

  08/14/2023

  spoke to cx and apologized for inconvenience. Offered cx $150 amazon gift card. Gift card will be sent by eod. Cx's glass is in and we will have him scheduled for installation by eod. Thank you! 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started with Statewide Remodeling in April of 2020, to enclose our back porch with Temo glass enclosure. Because of covid, there was a delay in the delivery from ********. When the materials arrived, some were wrong size and some of the transom glass were defective.The project was finally finished in December of 2020. The whole project cost us $50,000. In January of 2021, few weeks after completion, there was a big rain. We immediately noticed leaks on the transoms as well as on the bottoms of the glass sliding doors. Leaks were on the corners of the glass panels as well.Statewide Remodeling tried to fix the leaks on multiple times, with different people each time the repair was made. The leaks have never been resolved. Early this year, we were told that the materials to replace the leaking areas were on order. Every time my husband calls to follow up on the status of the ordered materials, hes told, it is still on order. How long does it take to order these materials from ******** where these materials were originally ordered?My husband and i are really trying hard to be patient with this company. We are now at this point of extreme frustration.I have emailed ***********************, the president of this company twice. My last email was in June 6,2023, asking him to respond to my email. He never responded on my two emails. His email address is **********************************

  Business response

  06/21/2023

  Reaching out to the branch to get eta on materials that were ordered. I am also having the branch reach out to the customer with a detailed plan of next steps. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few years back I purchased a sunroom from Statewide remodeling. It came with a lifetime warranty. Approximately 1.5 years ago I started to have problems with the door to the sunroom. It was hard to open. I filed a claim, and a repairman came out. He said it needed new rotors and they had to order them. To date my door still has not been repaired. The technician made some adjustments which made the door open a little easier, but I still cannot secure it. I have contacted the Warranty manager several times and all he says are that the parts have been ordered. I feel if they can't get the parts, they should replace the door. I was considering them for a bath project, but this experience has made me seek out other companies.

  Business response

  05/30/2023

  We apologize for the issues in resolving this matter. Our service manger has reached out to the customer and provided the number for them to arrange service with the manufacturer. As Statewide is no longer a Temo dealer, we are unable to order service parts at this time. 

  Customer response

  05/30/2023

  Complaint: 20079428
  
  I am rejecting this response because:  I did not purchase my sunroom from TEMO.  I purchased it from them with the understanding I had a life-time warranty.  I feel they are not standing behind the product they sold me and are trying to pass off their responsibility to take care of customers to someone else.  I will never give them my business again.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Statewide remodeling did our patio to close it and when we purchase there product, **** the seller told us it's lifetime warranty. We had issue on the hinges outside the door rusting, they sent ***** today Friday April 14, 2023 to address the hinges but it's not standard hinges so he couldn't change it, he went to ********** for the hinges and did not fit. We called back to Statewide and spoke to *** and told her that this is a lifetime warranty and when **** sold us to close our patio he keeps saying lifetime warranty. The Statewide Manager Sales ***************** called me and he said that it's not warranty on the hinges and he wants us to find the hinges they use on the patio door, for him to say that that's not good business and they need to back up there product lifetime warranty. **** keeps insisting that it's not them to do the hinges, which they are the one that installed the door and use hinges that are rusting, the hinges our outside not inside the door. It's not broken but rusting. They do a good job but our issue is the hinges they use on the door. This company even did our patio roof no issue and when the sealed the patio screen and we complaint about the hinges now they don't care of fixing it. I'm trying to find the email for *********************** CEO of Statewide so we can send him email regarding this matter. We need for BBB to help us regarding this matter, so we don't have to go around and back and forth to Statewide for them to fixed or replace the hinges that's rusting.

  Business response

  04/20/2023

  We are working with the customer and the manufacturer to resolve this situation. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a contract with Statewide Remodeling in April, 2022, to have all of the windows in my home replaced. The total cost of the job was $12,508. The work was finally completed December, 2022. In early January, 2023, I informed the company that I was experiencing a much greater degree of noise pollution than I had heard with my original windows. I described this difference to an employee on January 6, 2023. I was told an installer would contact me the next week; however, I did not hear from anyone until the the week of January 16. In short, our work schedules did not sync up that week because the installer needed to come by when there would be some sunlight. I did not hear back from the installer and waited to re-contact him as he had indicated that he had a big job coming up in a different part of the state. I sent a text on March 6; however, I did not hear back from him. On March 13, I sent an email to the company, detailing my concern and that I was prepared to contact the BBB and my credit card company. A representative contacted me the same day. After having to contact the company one more time, an employee visited my home on March 16. He acknowledged that he, too, heard the noise level as he entered my home. He informed me that he would contact me Monday or Tuesday the following week. When I did not hear back from him, I sent a text on Thursday, March 23. He responded, saying that I had been referred back to the sales team and that a representative would be in touch. It is now April 3, and I have not heard from the company. As the company's pattern of not following up seems to continue, I am writing to the BBB for assistance. To resolve this problem, I am asking Statewide Remodeling to determine how to mitigate the noise pollution issue and to perform the service to do so.

  Business response

  04/11/2023

  We apologize for any confusion surrounding the communication on your noise concern. Our sales manager, ****, was able to reach out to discuss ******************** concerns. Unfortunately, noise pollution is something which we cannot control and can be affected by many contributing factors. Our windows primary features are their energy efficiency and quality of material, we do not advertise nor make promises regarding noise reduction. We verified with our installation crew that the windows were installed correctly in accordance with our protocol.

  We have no way of comparing the current level of noise pollution in ******************** home with the previous levels but we advise **************** that sound will follow the path of least resistance. It's a possibility that noise which was previously distributed across all of her old windows, is now being concentrated in less efficiently sealed areas of her home. older doorways, unsealed air leaks, or areas with insufficient insulation are all factors which could be impacting the noise levels in the customer's home. 

   

  We apologize again that **************** is dissatisfied with this unforeseen change but there is no action which can be taken to affect a change.

  Customer response

  04/15/2023

  Complaint: 19888559
  
  I am rejecting this response because the remodeling company has completely absolved itself of any responsibility for informing me that there was even the possibility of an increased level of noise in my home after installation of the replacement windows. I also reject the response because the company represents itself as a remodeling company, but it offers no solutions to mitigate the increased noise pollution I am now experiencing.  When the company says, "Our sales manager, (name), was able to reach out to discuss (my name) concerns", this did not occur. After the company finally sent a gentleman to my home to follow-up, I did not hear back from the sales team, which is why I filed the complaint. When the company says, "we do not advertise nor make promises regarding noise reduction", my response is I was not replacing my windows because of noise; my home was very quiet. I was replacing my windows as an upgrade to my home. My experience with my original windows was markedly more peaceful than now.  As I live near two highly-trafficked streets, I now hear the general general traffic everyday; it sounds like sitting in a car at a gas station near a highway. I hear motorcycles traveling those roads, I hear train horns throughout the night (as well as the sound of trains traveling along the tracks), and I now hear airplanes flying above. Prior to the installation, the most I heard was train horns during the day and an occasional train horn during the night. No customer enters a contract with a ********************** company expecting a diminished home life experience than previously enjoyed for 28 years (as the original homeowner).

  During my conversation with the representative who responded to this complaint, I asked how the company verified that the windows were properly installed. Her response was that they asked the installers if they followed the company's installation process, to which the installers replied in the affirmative. The installers may very well have followed the company's protocol; I have no way of knowing. Regardless, the markedly increased noise pollution resulted.

  In summation, what I conclude from my conversation with the representative is that the company's only concerns are sales and installation of a quality, energy efficient product. In my experience, the company does not seem to be concerned with customer service, satisfaction, fully informing customers of possible adverse outcomes on the front end of sales, or subjecting customers to a diminished home life experience. The claim in your warranty that you "will maintain the highest standards in products, workmanship, and service to assure your satisfaction" rings hollow and is misleading. I am clearly unsatisfied, and the company is offering no redress or remedy. Finally, it would seem that a remodeling company would embody a growth mindset, wanting to research/learn ways to mitigate concerns that arise; however, I do not get the impression that this is such a company.  

   

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

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bathroom remodel. Overpriced, but that's not my complaint I agreed to the price. During the remodel a water leak damaged new hardwood floors in the adjoining bedroom. Statewide is claiming I faked the damage and they are refusing to acknowledge responsibility, even though their remodel guy used my mop to clean up the water.

  Business response

  10/14/2022

  Our Regional Sales Manager will call the customer to discuss his complaint. When our Field Manager was present in the home, he inspected the damaged flooring and found that it was installed incorrectly over floor padding and said floor padding was dry. If any amount of water was spilled on the floor, the dry  padding indicates it was not left on the flooring long enough to cause that degree of warping. 

  Customer response

  10/14/2022

  Complaint: 18209352
  
  I am rejecting this response because:

  This is a nonsense response. The floors were installed correctly over a foam pad.  The water damage was several days prior. Neither the floor nor the foam pad were still wet.  I provided photographic proof that the floors were not warped literally days before their work was done.  

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

  Business response

  10/21/2022

  We have repaired this customer's floor as a courtesy to ensure customer satisfaction with their completed remodel. 

  Customer response

  10/22/2022

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted Statewide Remodeling for an in home estimate regarding replacing my tub and shower. A sales person came and was pleasant and did the estimate, but when I asked about the $50.00 Amazon gift card they advertised on T.V.for allowing an in home estimate she said someone else had asked about it also and she did not know what to tell me, she called her boss and he told her no, only if I buy right now, that is not what their commercial says as I photographed the commercial on the tv. How would I trust a company that outright lies about their intentions, They clearly state a free $50.00 gift card from Amazon with an in home free estimate!

  Business response

  08/25/2022

  We apologize for any confusion regarding our televised promotions. We have corrected this problem and issued the perspective customer a $50 Amazon gift card as advertised. 

*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. ↩