Complaints

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within 1 year of having luxury vinyl planks installed in my home planks started coming up in one bedroom. . The company made two appointments to come to my home and never showed up or called to cancel.. The last appointment was Nov. 1, 2023 Calls to them never get returned or they keep you on hold so long that you finally hang up. I just want them to repair the work. It is under warranty.

  Business response

  11/18/2023

  Dear *****************************************,
  
  We are sorry to learn about the service issue. We understand how frustrating this must have been for you. We value our customers' time, and this should not have happened.
  We will relay this complaint to our operations department representative. They will call you as soon as possible today. We are prioritizing the issue you're facing  and we will be working actively to resolve the issue. 
  
  We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and We apologize for the inconvenience this has caused. 
  
  Best,
  *********
  Home Solutionz

  Customer response

  12/14/2023

  
  Please do not close this file please re-open it this company Home  Solutionz still has not contacted me.  I paid $7500 to install luxury vinyl planks in two bedrooms and one bath. Within a year planks started coming ** in one bedroom. I did not know it because I dont go into that bedroom. Anyway my cleaning people notified me to come and look. I had called Home Solotionz and they have not com to fix the problem.  After I contacted you, I was told I should hear from them within five days   They still have not
  contacted me.  Before going with this company, I checked them out on your website and BBB gave them an A+ rating.
  
  Thank you.
  Florence  **********. ******************************************************************************. ************ or ************

  Business response

  12/16/2023

  Hi ********************,

  We apologized for any inconvenience. We reached out to our operations department, they will call you as soon as possible. 

  Best,

  *********

  Home Solutionz

  484634517

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ************************* was the sales person who sold ** the flooring *********** is his phone number. The date the sale was finalized was2/3/2022 at a total cost to us of$5003.00. I told him I wanted flooring that could tolerate heat up to 150 degrees F as we would not leave AC on when we returned to ****** where we have our primary residence and citizenship. He ordered and provided all materials for the flooring job. Last October when we returned to our mobile home there were obvious spaces that had developed and we called ****** to report them and he sent someone to repair the floor. They also said they would supply us with two boxes of the flooring in case needed but these boxes never arrived and we got no return phone calls about them. Fortunately, we had enough to repair the problem. This year, October 2023 we returned to find in another spot the floor has buckled up. I have called ************************* twice and he has never returned a call with plans to send someone to do the repair. I have spoken to him these times and he is evasive and says he is doing his best to get this resolved but the phone is silent. I sent pictures of the area. It is in a walkway and a tripping hazard. It is in writing that there is a lifetime warranty on the floor and without seeing it ****** has said that it cannot be caused by heat. This *********** attention NOW before someone trips

  Business response

  12/12/2023

  Dear *************************,
  
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible.
  
  If you have any further questions or concerns, please do not hesitate to contact us at ************.
  
  Sincerely,
  
  Home Solutionz

  Customer response

  01/16/2024

  The company has said these encouraging words to you but has not reached out to us. Smoke and mirrorsempty word until there is any effort on their part to deal with our flooring issue that has a lifetime warranty. 
  Our complaint was reported to Home Solutionz on October 13,2023 and it is now January 11,2024. Is this a company with any integrity?It appears NOT!
  *************************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 28, 2023 I contacted a Home Solutionz representative about an issue with my floors. I had previously called the phone number,************. and spoke to a ******* who often said someone would call me back. I called ***** times before someone eventually called me back and requested photographs of the damaged floors. I had my floors installed on/about 04/20/21. Warranty on the contract stated "Customer understands ********************** offers a lifetime labor warranty on all projects when the customer purchases all products through Home Soluntionz. If customer provides their own materials only a standard two year warranty applies." I purchased all the materials, products and labor through Home Solutionz. I was also asked to provide the contract I paid. I sent a copy. On august 8 I was updated and told they were figuring out information with installer. I said "awesome." On aug 4 a representative from Sunstone came to my home and inspected the floors. During their inspection, they referenced the floors "the expansion gap between the baseboards and quarter rounds to the floor is very tight. The necessary 1/16 gap has closed up in many places. This will contribute to the expansion pressures of the vinyl and can leads to peaks and cupping." I was not recontacted until Aug 16 after I reached out "Hello any updates?" I was told they needed approval since it was outside of the 2 year warranty. I explained this was a lifetime labor warranty. I did not get a response and I sent messages on Aug 21 and two on Aug 22. On aug 23 I reached again via their business line. I was sent to ***** for follow up. ***** claimed the labor was not the issue and it was a product defect. Sunstone agreed to replace product for my living room and kitchen. I explained the email from Sunstone about the installation and how it was related to the labor. ***** denied it was related. On Aug 29, Home Solutionz emailed me and said it was a manufacture defect and wanted ******** for labor to fix.

  Business response

  08/30/2023

  Home Solutionz installed multiple flooring projects in the home of *******************************, with the area in question installation taking place in June 2021. We have not installed or serviced the flooring in those areas since the original installation. After inspection, ******** did agree to provide new product for the customer due to the manufacture defects.  The issues with the flooring were not due to labor issues, so there is not any labor to warranty. Sunstone did note that the expansion gaps left in the baseboard were tight at this time, however a floating floor is continuously expanding and contracting, hence the need to leave the 1/16th necessary expansion joint. At the time of inspection, the floating floor could be in an expansion state taking up more of the expansion joint originally installed. Planks tend to contract when it is cool, and expand when it is warm. ******* has been experiencing record breaking heat and this could lead to more expansion. 

  Home Solutionz pricing has had a significant increase since the contractual agreement was made with *******, however as a courtesy we offered the original contract pricing at a loss to our company to be able to assist our customer with this issue. 

   

  Customer response

  08/30/2023

  Home Solutionz's contract is simple. If I purchased all the products through Home Solutionz, I get lifetime warranty on the labor. The contract does not provide any exclusions or exceptions to the warranty.  If weather conditions affect the floor, I assume this knowledge would be common knowledge to the installer and  proper steps would have been taken to insure a proper installation and then stand by their work.  Again, the contract does not give any exclusions to the labor warranty.  Sunstone provided deficiencies and proper installation remedies to prevent the issues.  Besides the necessary 1/16th gap between the baseboards and quarter rounds, Sunstone recommended a break via T-molding at the entry to the kitchen and living room space. It appears to me the planks had peaks and cupping as a result of the poor installation.  If no issues were identified by ********, nothing would have been noted and photographs would not have been taken to document the concerns.  It appears Sunstone stands by their product while Home Solutionz doesn't. Home Solutionz wants to attribute the product deficiency to weather and not installation. Saying the cost has increased and will charge the fee from two years ago is absurd. How about standing by your product and fix the issue. Sunstone is standing by their product even with Home Solutionz's lack of attention to detail. Home Solutionz is just making excuses. 

  On another note, Home Solutionz website claims to be insured by Liberty Mutual.  Liberty Mutual ********** policy is not active. I called and verified on 8/23/23. I guess it's ******** fault for false information on their website too.  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my tile floor re-done. The tile had many issues and they had to come out to fix the issues that were not completed correctly the first time. On of the issues that has just surfaced is that there is a small leak from a toilet. I had a plumber come out to look at the issue and upon inspection and removing the toilet, we found that the toilet was not only not fastened to the floor, but there is NO grout in the tile under the toilet. This caused a small leak which has now damaged my walls!

  Business response

  07/28/2023

  Dear ***********************************,
  
  I am sorry to learn about the service issue. I understand how frustrating this must have been for you. We value our customers' time, and this should not have happened.
  I will relay this complaint to our operations department representative. They will call you as soon as possible today. We are prioritizing the issue you're facing  and we will be working actively to resolve the issue. 
  
  I appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and I apologize for the inconvenience this has caused. 
  
  Best,
  *********
  Home Solutionz

  Customer response

  07/28/2023

  I have called as well and this is the same response I get from them.  This is a significant issue where their poor workmanship has created mold in my walls, which is a serious health hazard

  Business response

  08/03/2023

  Hello *******, 

  Our team is actively collaborating with our management team to resolve this issue promptly. Please be on the lookout for our call or text from your project manager, who is dedicated to handling your case and will soon reach out to you with a resolution to address the matter.

  Regards,

  Home Solutionz

  Customer response

  08/12/2023

  we are on week 2 and I get the same responses. Waiting to hear back from owner executives havent responded to email I will get back to you tomorrow

  Those are what I am told every time I do actually reach them. They have not responded to a single email or returned a single phone call. If I cant get hold of them by calling ***** times before I get a human, I hear nothing. The voicemail I get sent to is full as well and cannot record 

  Business response

  09/12/2023

  Home Solutionz received communication from ******************** regarding the leak under his toilet. After reviewing the photos and description of the toilet leak, we have come to the conclusion that Home Solutionz is not responsible for the leak in the customers home. In our contractual agreement it also states that "Customer is responsible for ALL plumbing & Understands Home Solutionz is not responsible for any water leaks or damage." While we are sorry to hear that ******************************** toilet failed, however it was not due to the flooring installation. Our project manager sent information to our ownership team to review and help in any way we can. 

  Customer response

  01/19/2024

  their failure to install the items correctly does not constitute an issue on our part. They failed in their workmanship, period. 

  Business response

  01/20/2024

  Hello ********************,

  We are sorry to hear that, but still as per the conversation above, our project manager sent information to our ownership team to review and help in any way we can. 

  Best 

  Home Solutionz

  Customer response

  01/23/2024

  Company doing poor work and not doing it correctly and not fixing damage done is just par for the course with Home Solutionz. There is a reason why you have 2.7 stars out of 23 reviews.

  BBB should not allow this to happen over and over again

• Initial Complaint

  06/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We had a full roof replacement done by this company 2 years ago It carried a lifetime roof repair or replacement for any issues or damage from weather. Not even 2 years in and a light storm ripped off a large section of tiles.I cannot get ANYONE to reply from the company to honor the warranty I am waiting a very short time and will then be filing a lawsuit and pursuing action as far as I must.This company is clearly dodging their contractual obligations and should not be allowed to operate if they refuse to honor their customer commitments

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Company does roofing in **** - they put on a roof incorrectly at my 76 year old mother's house. The first windstorm blew all the shingles off the crown of the roof because they were incorrectly installed. Contractors that have come to the house want $1200 to fix it - she's on a fixed income - this is absolutely unacceptable. they installed it incorrectly, they need to make it right.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  the order was 9 days late and i was not notified by the company which put the whole project behind. The install was set between 809 am they did mot show up until ****pm, They went to the wrong address that was not on the invoice. I wasted a whole day oof deal with this. The salesman ****** was veryy rude ans did nit care.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contracted with Home Solutionz to tile a bed room, I was told by the salesperson (*********************) that they would be on time and get the job done. I gave them a check for ******* dollars, I received an e mail the day before they were going to install the tile to be ready that they would be at our house at 10 am no later that 12 am on the 3rd of may. They never showed and I called them 7 times to try to find out why. Finally got someone to call me back and they said that the product did not meet what they ordered ( not my issue there) We waited around for 6 hours for them and no call. The product story is at best deceitful. I then requested a refund and they said that they have every right to finish the job, my wife does not want them in our home as they are dishonest and deceitful. I guess they need the money to be this negligent. Once they could not make it they did not call or care. I would like my money back. I was upset and they have not responded to my request for a refund, other than to tell me that I owe them money for not showing up and not do the job (go figure). No concern for the customer. Probably will have to go to small claims court.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I contracted for approx 600 sq feet of ceramic tile to be installed and agreed to pay 1/2 up front and the balance upon completion. The install began February 27th. All furniture was moved to another area of the house. Installers always showed up late - after 11AM - and on Thursday and Friday they didn't show up at all. Installers came on Saturday and worked all day - again, starting late in the morning - and left after 9PM. They promised to be back the next day but didn't show up on time. Home Solutionz then sent in a charge on my credit card for the balance ($3228) without the job being completed. I have disputed this charge with ***** Fargo. The job has never been finished - someone did leave wood molding on my front porch - it's still there.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I paid for Home Solutionz to put a new roof on my house. That work was done around Feb 22. Jan 10 2023 I found a leak in my *************** and bedroom. I called a contractor thinking it had to be a pipe (next to a bathroom) since I had a new roof. The contractor found the leak coming from a bad flashing on the roof. That flashing was used and the contractor informed me the roofing company used old flashing instead of buying new. I was leaving out of town and asked him to fix it as well as see if there was any other issues. The contractor found 2 more issues. 1-bad overlay of a section of shingles and 2-missing flashing on a spot of the roof that should have leaked but hadnt yet. The contractor fixed those issues and documented everything with photos so I can show Home Solutionz. Even with the photos that clearly show the issues of poor workmanship Home Solutionz is refusing to cover 50% of the cost. Claiming they couldnt verify it though the photos i sent clearly shows the holes in the used flashing they used on the roof.

*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. ↩