Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This company completed a bathroom remodel for us from Dec 2022 into Jan 2023. We have a small issue with the caulking of the vanity to the wall we would like them to fix. Calling their phone number is useless as there is no answer and leaving a message is not returned. ********** cannot get them to respond either. Please help with this matter

  Business response

  12/12/2024

  Thank you for sharing your feedback and for bringing this issue to our attention. We sincerely apologize for any frustration youve experienced in trying to reach us. Your satisfaction is very important to us, and we appreciate the opportunity to address this matter.
  We are committed to resolving the caulking issue with your vanity promptly. Our team has scheduled a return and ensure everything will be taken care of to your satisfaction.
  Thank you for giving us the chance to make this right, and we truly value your trust in our company.

  Customer response

  12/19/2024

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a storm door at my Lowes to be installed by Incredible Installations. **** called and advised he would be coming out to measure and do a lead assessment. A different installer came once that was down, took down our old storm door and then told us we needed a new door frame which meant a whole new door on top of the storm door. We agreed and went back to ***** to purchase. The installation of both doors were scheduled and then cancelled the night before. The store contacted me the day that it scheduled stating Incredible Installations would have to come back out to measure again because they didn't the first or second time they came out. They were rescheduled to come out on 11/14 between 2-5. **** was the installer that was supposed to come. No one came and no one called. ******* from Incredible Installations isn't responding to texts or calls. I went to Lowes last night and they called the district manager for Incredible Installations and she was supposed to call today, which she hasn't and 6 pm. Beware of this company and refuse to purchase anything from ***** unless they change installation companies.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had incredible installations instal the shower in January 2023.I have been calling and e mailed them as well about mild that needs to be fixed.That will not return my calls or respond to my e mail that I sent with pictures.(was told that there will not be any mold with the product they use) This was the main reason we got them to install the new shower

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incredible Installations is a sub contractor for Lowes who installs kitchen cabinets. Installer disconnected my dishwasher to install new cabinets. When he reconnected my two year old dishwasher, which is hardwired, he reconnected improperly and then lied to his boss and told him he ran two cycles on the dishwasher before leaving. He ran on rinse cycle for about 5 mins before saying it was all good. Upon trying to run a full cycle a smell like wires burning began emanating from the appliance. If it had continued to run it would have started an electrical fire. Because the installer has lied to his boss and also stated we have an old dishwasher they will not come out and fix the problem they created leaving us to have to spend money out of our pocket to get someone to come connect it properly. There were zero issues with the dishwasher before it was disconnected.

  Business response

  06/24/2024

  Good Morning,

  I spoke with ****************. We believe that her dishwasher is defective but to be sure we have partnered with a local appliance repair company to visit her home today and check it out. We are paying for the service call and if we find the issue is something we caused we will pay for the repair.

   

  Thanks

  **************************;

  Vice President of Operations 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Absolutely the worst company. They are doing Lowes installation and boy what a mess! I have waited nearly 4 weeks for someone from Incredible Installation to call me / return my call to schedule my installation of my storm door. I paid for the installation on 5/4/2024. Today is 6/18/24 and no response. What a bunch of crooks! ***** has emailed, called and texted ******* (the scheduler) and the manager multiple times without a reply. This company is worthless and needs to be shut down. Shame on Lowes for choosing a crappy company to rely on.

  Business response

  06/26/2024

  The  Job has been refunded and I will reach out to ******************** to discuss what happened here and help with a better resolution.

   

  Thanks 

• Initial Complaint

  05/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had Incredible Installations install an exterior door that was not installed properly. The installer installed the door on top of the floor tiles instead of on the subfloor as the original door was so the threshold of the new door is about 2 inches higher than the floor instead of being flush like the old door threshold used to be. I contacted ***** and advised them that I felt the door was not installed properly so they had the same installer from Incredible Installations back out to take a look. *** came back out and we discussed my concerns and how it could be fixed. *** told me that the company would come back and lower the door so the threshold would be sat lower but I would have to cut the floor tiles so that it could sit flat on the subfloor. I explained to *** that I am a disabled veteran and the high threshold on the door was a trip hazard for me and I had already tripped on it and nearly fell on my face because of it. *** took pictures and before he left again stated that they would come back and fix it. I got a call from Lowes advising that Incredible Installations would be contacting us in a few days to schedule the fix. A week went by and no one from Lowes or Incredible Installations had called so I called Lowes and was told that they were not going to fix the door as they stated. Incredible Installations was now saying that there was nothing wrong with the door install and that we were just asking for the door to be fixed because it was our personal preference and we have to pay $400 for them to come back and fix mistake. When *** installed the door he had to cut the top of the door opening about 2 inches to fit the new door into the opening when he should have cut the 2 inches from the floor it would have fit. The installer did not reveal that he couldnt cut the floor until after he came back. If he had told me this during the install I would have cut the floor myself which is what was agreed upon when he said they would come back to fix it.

  Business response

  05/28/2024

  The new door comes with the threshold installed from the manufacturer and is the standard height for all new doors. The old door did not have this stile of sill riser. Cutting the tile will not give the 2" drop as requested. Please note that the door is on an elevated area that rises about 8" stepping onto the threshold from the exterior. Same pictures attached for reference.

  Customer response

  05/28/2024

   
  Complaint: 21764320
  
  I am rejecting this response because:

  If what you say is true then why did the installer need to cut two inches above the door opening when he could have done the same on the floor to match the old door threshold height?

  Why did you agree to come back and lower the door then without contacting me suddenly decide that you weren't going to fix the door?

  If you couldn't have installed it any other way as you indicated then what are you charging me $400 to come back out and do?
  
  Sincerely,
  
  ***************************

  Business response

  05/30/2024

  Our QC Manager has been trying to contact you to schedule an appointment. Please call back so that we can get this issue resolved.

  Customer response

  05/30/2024

   
  Complaint: 21764320
  
  I am rejecting this response because:
  You want to schedule an appointment to do what?

  Are you going to lower the door without charging me? 

  I'd like you to respond in writing just so we're on the same page. 

  Sincerely,
  
  ***************************

  Business response

  06/03/2024

  We have reached out multiple time to schedule customer to resolve this issue. We are unable to connect via calls and text messaging. 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Started with the installation back in August of 2023 ***** I believe did our measurements and was a nice guy a few hicc*** but, nothing serious. We ordered a Dining room Door and a Patio (sliding glass door) for our finished basement it took Incredible Installations over 2 months to get back with us to get the project started due to them waiting, from what I was told, on ****** to get the doors in the store for them to pick them up. We called ****** for over 2 weeks to keep checking if they had the Doors in stock. Finally got someone who physically went to the back and they had the doors in stock for over a week. Fast forward to installation, the installer named **** came and replaced the patio and dining room doors but, he did not finish the job as he stated he had another job to start later that day in another area, didn't put any trim up and left it bare with no installation after I asked if he could do it since I had back surgery in May. Mentioned he would put in a ticket and have another installer come out, we had to call and do follow-*** then later, complain multiple times as the time went on and the other guy finally showed up 6 months later in April of 2024, I had already put the insulation in the wall frame due to the weather, the guy installed the trim and basically left, he did an alright job but told him the screen door's latch broke and he told me they were cheap and would put in a ticket for a replacement, I also told him I couldn't adjust the door for some reason (on sliding glass door) He stated that he will put in a ticket for the issue. I had a follow up a few weeks later with an assistant manager of QA, he tested the door, said it was defective via manufacturer and stated the whole door needed replaced, his boss came out, ****, who said it only needs "some" parts replaced and he can do it, we ended up going to local store, spoke with the store manager who called them, tried to get things fixed and still waiting. not enough space to finish this.

  Business response

  06/03/2024

  The parts for the door has an ETA of 6/7/2024. As soon as it is delivered and in hand we will have **** come back out to replace the defective parts on your door. 

  Customer response

  06/08/2024

   
  Complaint: 21750736
  
  I am rejecting this response because:
  

  It has been over 3 months waiting for a replacement or repair to the sliding door.  When I spoke with **** on May 31st, 2024 he stated that, when he is notified about the parts someone would call to schedule for the install repair for said parts. These parts were originally suppose to have arrived back on May 15, 2024 (we went to the local store to do a personal check up with the store manager about this). But, there was an issue with the ordered parts and ****** had to fax the requested list of parts needed back on May 20, 2024. Then again on May 24th ************************************************** failed to order the correct part's #. After that on the 31st of May we heard back from **** as previously mentioned about the parts should be in by June 7th, 2024. I spoke with ****** **************** today, Saturday, June 8th 2024.  I was informed that the parts still are not available and they're still waiting for the delivery of the parts that were needed to repair the door and, possibly follow-up scheduled for Monday, June 10, 2024. This has greatly taken time out of my busy schedule for both work and appointments that required to be reschedule, then rescheduled numerous times so one or both homeowners could be home for the possible installer, or **** to come do the repairs. This has taken more money and a lot of time out of our pocket's and schedule then it really should call for.
  

  Sincerely,
  
  *********************, *****************************
  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A representative came to my house to see what we wanted and to take measurements, we were converting a tub/shower combo to a walk in shower for a disable uncle, we wanted it to be able to accommodate a wheelchair. Before I payed for this in January 2024, I changed bathrooms, no one ever came out to measure the new bathroom, he took the measurements from us but we arent contractors. The day they came to rip out the tub, the guys realized everything they had was for a shower plumbed to the right and the new bathroom the plumbing was on left. (It started out very unprofessional from the start). The guys had to go out to get a pan that could fit since the representative didnt come out to measure the new bathroom. After the guys got everything out and put in the shower I realized that the shower wasnt large enough for a wheelchair and a bench seat, so I canceled the bench seat which they didnt have when the came to rip out the tub anyway, I was told that they had to order it. They came out earlier than scheduled but we still didnt have a door that I wanted in concrete, I didnt want the door they were trying to give me. The doors that were put up leak water, they were to come and put some sweeps on and that never happened. They put up a door that isnt large enough for a wheelchair ramp and I was told by ***** that there was no door big enough for a wheelchair, then why did I get charged for a wheelchair ramp which was never told to **** paid for a bench seat and a wheelchair ramp and I still havent gotten reimbursed for this. I went through ********** that subcontracted them and I havent gotten any results do I am trying this before I have to take legal action,

  Business response

  05/29/2024

  This customers work was completed for her project through *************** Customer disputed the charge after completion, and was issued a refund. The job and responsibilities are complete on out end. The customers dispute is with the ********** on the money. We have no say so or authority to use their system in that way.
  
  We have reached out to the customer on many occasions will no response. Anything we can do to help on our end, I am available to help!!!!

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased interior and exterior doors through Lowes and this is the company that came out to install them. The owner came to do the measurements of the doors and got most of that wrong. When they would show up to install most of the doors were damaged and they still installed them. They installed a door backwards and said we were stupid for wanting it done correctly. Our exterior doors did not fit so they boarded up the doors and said they would be back with another door. That was the coldest month of the year and we had huge gaps from the dooors being boarded up. The project started in Sept 2023 and it is now March 2024 and not one door has been finished. We still have an exterior door we can not use.

  Business response

  03/07/2024

  We have contacted *********************** and completed a job site inspection today. We are are now in the process of putting together the needed materials list to complete this job. We will return to the job site next week to finish everything that we can while we wait on the missing door from the supplier. 

   

  Thanks

  Wesley 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a double door installed through Lowes. They sent out two guys that could not get the door in the frame correctly. A month later black mold was on my door. They came and said it hadn't been caulked, caulked it haphazardly and said we would need new doors due to frame damage. They informed ***** none of this and said it was because the door had not been painted (it had). After 2 years of this nonsense, they accept half responsibility still claiming that the reason the door does not sit in the frame correctly was because it was not painted. (There's a 1/4" gap. You can see daylight through it). Now they are claiming to come out on every work order to Lowes. They aren't. They won't submit their pictures that they take and are lying to Lowes while blaming us. Won't return calls. DO NOT USE!!

  Business response

  03/04/2024

  We have reached out to the customer and we have scheduled March 12th to go out resolve this matter.

  Thanks 

  Wesley 

*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. ↩