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Business Profile

Bathroom Design

Better Home Improvements

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bathroom Design.

Complaints

This profile includes complaints for Better Home Improvements's headquarters and its corporate-owned locations. To view all corporate locations, see

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Better Home Improvements has 4 locations, listed below.

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    Customer Complaints Summary

    • 19 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/20/2023

      Type:Order Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A contract for bathroom remodeling work was signed between myself, the homeowner, and Tracy L. White, President of Better Home Improvements, on July 28th, 2023.

      The contract states that an exact installation date would be provided in September, 2023. This information was not provided.

      The contract states that work would commence between October and November of 2023. The work has not been performed.

      All attempts to contact Tracy L. White and Better Home Improvements via email, text, and phone calls throughout October and September, 2023 were not returned.

      The work and material costs stated in the contract are itemized. The funds for the project were financed through ********* ****. The loan has not been cancelled and the payments furnished to date have not been returned.

      This complaint respectfully requests that the business returns contact attempts, perform the work as agreed upon in the contract, or provides a refund

    • Initial Complaint

      Date:11/07/2023

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had hardwood floors installed and they are coming up. Mi have called company many times they were to one back and now I can’t get ahold of them. Numbers all out of order. We paid over $8000 and job done very unsatisfactory.

    • Initial Complaint

      Date:11/06/2023

      Type:Order Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      August 23, 2023, I had a consultation with **** ********* (Director of Sales according to his business card) regarding repairing and refinishing my deck. He quoted me a price of 10k and I paid a deposit of 5k. He said they could begin work in the middle to end of October. I have tried calling him directly twice. I was only able to leave a voice mail once. The second time, the mail box was full. The mail box is also full on the office number.

    • Initial Complaint

      Date:10/23/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      April 12, 2023 signed contract with Better Home Improvements for a bathroom remodel, paid down payment and was told 3-4 months out for work. Called several times with no response, finally came on Sept 20 and demanded another payment on the day they started. Totally gutted our bathroom and after 3 days, cleared out tools and didn't come back. Owner was already telling customers he was closing and filing bankruptcy before he started our job.

    • Initial Complaint

      Date:10/16/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We entered into a contract on 08/10/2023 with Better Home Improvements to remove a bath tub and install a walk-in shower for my 94 year old Mother. We paid Better Home Improvements a down payment for materials in the amount of $9,055.00 the total contract is $18,110.00. **** ********* said they would be able to work the job in between jobs because it was a small job.
      We went to ****** **** and picked the floor tile and also went to Better Home Improvements to pick out the shower material the next couple days after signing the contract so we would hold up the project. After texting **** a couple times I emailed him to see what the status was on the project since we had not heard anything from him.
      I went by Better Home Improvements to see what I could find out and talked to **** who told me **** had gone to I believe the bank so I waited for **** to return while waiting a gentleman whom I had been told on another visit was the Owner/scheduler showed up and I told him maybe he was who I needed to see. **** came in around that time and apologized for not calling me or answering my text and said he had just answered my email (attached) and in the future please call him. The next conversation with him was by my wife ***** ********** calling ****** cell when he told her that Better Home Improvements had closed down but he was trying to at lease do the shower. We have not heard anything else.

      We need the money paid to Better Home Improvements so we can get the shower installed for my Mother.

    • Initial Complaint

      Date:10/13/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Contracted Better Home Improvements on November 11,2022 to build a porch onto our house.We signed a contract with the total price of the job being $32,671.50. Work was not started until May 1, 2023. Had to call Better Home Improvements many times to get this started. They wanted $16,335.00 which we paid on November 11,2022. Then on May 4, 2023 when the job was started we paid another $10,022.00 They worked on the job until August 5, 2023. All checks were cashed immediately that was given to Better Home Improvements. After August 5, 2023 we went a week an heard nothing from Better Home so we started calling **** ********** who would never return our calls. Finally he returned a call and said we had to deal with a man named **** (Last name unknown) So we proceeded to call **** and he came to our house and asked for more money and he would tell us they would be here the next day, Then one day in August **** ********** called us an said **** had been fired and we were to deal with ***** (last name unknown) We called ***** many times got no response.At this time we started calling **** ********** again only to get no response. Finally on August 13, 2023 I sent a text message to **** telling him that we were not going away and it would be wise for him to stop avoiding us. He then left me a voicemail stating that Better Home Improvements had closed the doors two weeks ago an he didn't know what to tell us.He said no one is working for Better Home Improvements an that Tracy White had closed the doors an laid everyone off. At this point the only thing left to do on our project is install French Doors which we paid for. We are wanting the refund of $785.50 that we paid for doors and never got. I have a signed contract but for some reason the site would not let me upload them.

    • Initial Complaint

      Date:10/09/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction: 8/25/23
      Amount Payment: 25,000
      Kitchen, bathroom, and master bath remodel
      Got to design review and have not been able to contact contractor. Contractor has not returned calls/emails/texts for over a week.
      The business has not tried to resolve this issue
      Better Home Improvements- **** ********* - Office: ************ - Mobile: ###-###-####
      License #: **********

    • Initial Complaint

      Date:10/05/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We signed a contract to get our basement renovated with **** *********, Better Home Improvements (*****, Virginia), on April 11, 2023. We gave a downpayment for 1/3 of the cost. The downpayment was $21,647 on April 11. The expected date of the renovation was 4-5 months after the contract was signed. In July, we communicated with **** ***** (Design Manager) regarding permitting and electrical planning. Sept. 8 was the last we heard from the company, at which time ***** informed us that the project would start at the beginning of October. When we try to call him now, his mailbox is full and cannot accept messages. We have received no response from **** *********. In the past few weeks, they have not been answering the phone or responding to text, email or voicemail messages. Their company webpage is no longer up. We would like them to 1) respond and 2) complete the project, or 3) return the deposit.

    • Initial Complaint

      Date:10/03/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had a signed contract with BHI and paid them $10,074.00 as a deposit (on May 9, 2023). for a total bathroom remodel, the primarily issue was to have a tub to shower conversion done. In total the cost was $20,148.30. However we could never get the required details (cost of materials and labor) for the bathroom remodel, but only for the tub to shower conversation. Because we were also trying to apply for the ******** ******* ******** ******* ***** (which we did not get since BHI would not supply the required detail breakdown).
      So we decided to only do the tub to shower so it would be completed before early September. But when we were still planning to do the complete bathroom we went to the showroom and picked out bathroom fixtures and lights and medicine cabinet, etc., which we paid for at that time (for a total of $891.03 on May 30, 2023). We have asked for the refund, but we are unable to get the money back, after contacting them a number of times.
      The tub to shower conversation has been done. The quality of the was good, and completed Aug 30, 2023 (just under 4months). Through all of this delay and lack of follow through, we could never recommend anyone to do any business with BHI. The salesman lacked total follow thru, always promising to do what was need but never did what he said he would do or insisted that he had supplied the paperwork, but the information was never received by ************* ******** ****** (grant). I even contacted the ownership but things did not change or improve.

      P.S. If you can assist in getting our $891.03 returned to use we would greatly appreciate the help.

    • Initial Complaint

      Date:10/03/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We entered into a contract with BHI on March 21, 2023. They began work in August 2023 and last appeared at our home on September 21, 2023 with a promise to return on September 26. We have not heard from them since despite multiple calls, texts and emails, and it's our understanding that they may have gone out of business. We do not have a sink or running water in our kitchen, the backsplash is about 1/3 complete, the ceiling is open due to electrical work and the range hood is not installed. We'd like to get the work finished - we were satisfied with the crew doing the work. If that is not possible, we want to get the materials they supposedly ordered for our job - a range hood and a stainless steel sink and we'll take our lumps at this point and get someone else to finish the work.

    Better Home Improvements is NOT a BBB Accredited Business.

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