Complaints

• Initial Complaint

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The salesperson came to my home. Completed a proposal on an iPad for a sliding door and a front door for my home. I didn't receive a copy of the contract for several weeks. I gave them a check for $1500 at that time and three days later they took $3884 from the construction loan I signed up for thru their company. I was told this was for materials and construction of the doors, even though they hadn't yet come to take measurements. After several weeks of trying to get someone to my home to take the measurements, I emailed the company nearly a month after the initial meeting and said I wanted to cancel the contract and get a refund. That day - a man showed up unannounced to measure for the doors. At this point I had already indicated I was canceling. FIVE days later I received an email response acknowledging my request. I sent the paperwork to my attorney for review. She contacted **** at the company and he refused to provide any proof or receipts of any materials or reasoning why they pulled that money so early. After numerous emails and phone calls, I received a call on June 2. 2024 asking to set a time to come install the doors. After another call with ****, he said he will sell the doors back to the manufacturer and wants another check from me for $3600. Clearly this is some kind of scam. I just want the $3884 returned to the ************ and my $1500 check returned. I even offered to take the doors and call it even and he refused. So now I just want a refund and nothing further to do with these scammers. I fell for it I guess.

  

  Business response

  08/16/2024

  Dear ********************,
  
  We sincerely apologize for any inconvenience and dissatisfaction you've experienced with Top Home Improvements regarding your recent order of an entry door and patio door, placed on March 7, 2024. 
  
  We understand your desire to cancel the project. However, as stipulated in the agreement both parties signed, cancellation without a fee is allowed within three days of signing. After this period, the materials for the project are ordered and paid for, necessitating a 30% restocking fee to cancel the contract. This policy, which is detailed in the contract, helps protect the company and its employees by covering the costs of materials that are already purchased. 
  
  We acknowledge that there were concerns with our communication, and we deeply regret that it did not meet your expectations. We assure you that we are committed to improving our communication standards to better serve you and all our customers in the future.
  
  ********************** takes great pride in our service, as reflected in our over 40 five-star reviews on the Better Business Bureau and more than 250 five-star reviews on ******* We have hundreds of satisfied customers, and our goal is always to provide the best possible experience. We are definitely not scammers, and our reputation proves that. 
  
  We hope you understand the necessity of the restocking fee as part of our business practices. However, we remain committed to resolving this situation fairly and amicably. We can still finalize the contract by installing the doors or receiving the restocking fee. If you have any further concerns or would like to discuss this matter in more detail, please do not hesitate to contact us.
  
  Thank you for your understanding.

  Customer response

  08/16/2024

   
  Complaint: 22056936
  
  I am rejecting this response because:

  They have made no effort to resolve this other than to force me to let them into my home to install doors that were not produced until AFTER I indicated that I no longer wanted to work with them. No materials were - or could have been ordered - until the measurements were taken. That didn't occur until the afternoon after I emailed the company to indicate I no longer wanted to work with this company. The three day "cancel" policy is a true joke, as how would I have known they would behave in such a lackluster manner until almost 6 weeks later when they finally showed up to take measurements. They fraudulently pulled money from the loan - and I even have an email questioning that because I denied the withdraw on the first try - and then they are holding these funds as a form of almost black mail to make me complete the project with them that will ultimately cost me another $10,000! Why would I give a company I no longer trust more money?

  Their representative "****" told me that they will return the doors (that were made after I canceled) to the company they purchased them from and the company will resell them. They will get a credit for the doors. Then I have to still pay them for the doors? Additionally, they have refused to provide any receipts or invoices for any of the "materials" or the doors themselves. AND I gave them a check for $1500 and they took $3884 from the loan company. That's $5,384 - 30% of $15,500 is $4,650. So they actually have a deposit of more than 30% for work that has never been done.

  I don't care how they claim to have such great reviews - clearly they are hand picked - I guarantee if I look further I will be able to find some unsatisfied customers. I sell real estate in *************, and I bet I can ask around. I surely won't be giving any recommendations. 

  I want my money back.

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

  

  Business response

  08/27/2024

   We sincerely apologize for any frustration you have experienced and want to assure you that we have been actively working to resolve this matter. For the past few months, we have been in communication with both you and your attorney, striving to find a resolution that works for everyone involved.
  
  Regarding the 3-day cancellation policy, we would like to clarify that this is not a "joke." It is, in fact, the 3-day right to rescission, as outlined in ******** law under MCL section *******. This law is designed to protect both the consumer and the company. It provides you, the customer, with time to review your purchase decision, while also safeguarding our business from potential losses after materials have been ordered. This policy is particularly relevant in scenarios like the one we are currently facing.
  
  As for your comments on the financing company, please note that they are a third-party lender that facilitated the loan for your project. You entered into an agreement with them to finance your project. While we are not fully aware of their specific cancellation policies, they are likely to have similar terms. The funds provided by this lender allow us to purchase the necessary materials in advance.
  
  If an agreement can be reached with the finance company, we can return the money they provided us. However, as per our contract, if a customer decides to cancel the agreement after materials have been ordered, a 30% fee of the contract price applies to cover restocking and related costs.
  
  We are more than willing to proceed with the cancellation, provided that Top Home Improvements receives the 30% contract price as stated. We hope to reach a fair resolution and appreciate your understanding in this matter.
  
  Please feel free to reach out directly if you have any further questions or concerns. We are here to help.
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Initial communication was great. I sent in half of the money before the work started. I ended up in the hospital unexpectedly, so I wasnt home to oversee the work. Upon completion, I discovered that there were more than 200 nails left all around (they picked up more when I had them come look at the mess that was left) sharp pieces of aluminum, pieces of shingles, and other roofing garbage. There was a decent amount of nails just sitting on my deck and in my driveway that I found before I purchased a magnet and spent house cleaning up garbage and nails so that my yard was safe for my granddaughter and dog. My neighbor confirmed that the roofers had not put tarps or any other covering down to minimize the mess. I have the workers on my doorbell camera playing around, with one throwing a nail at one of the others. They broke a plant hanger off my porch, and shattered my security sign. They broke the mirror off my neighbors motor home, but they did take care of that with my neighbor. They were not interested in adjusting the balance due to compensate me for the time and money I spent doing what I paid them to do. When they came back out, they did reattach the plant hanger, but didnt seem to care about the shattered security sign. I have since purchased a new sign at my own expense. I contacted the *************** ******************** to see if they had acquired a building permit and had the required inspections done. I was told that they had not done either. I contacted my bank and put a stop payment on the final payment. I will be contacting an attorney tomorrow.

  

  Business response

  03/21/2024

  Hi, we are currently working with ******* regarding this matter. It is our full intention to find a conclusion that resolves this issue 

  Customer response

  03/21/2024

   
  Better Business Bureau:
  
  I spoke to one of the owners of the business in reference to complaint ID ********, and we have reached a resolution that is satisfactory to me. He was apologetic and was willing to do whatever was necessary to remedy the issues.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After meeting with Max K**** (616) 560-9426 a salesman for Top Home Improvements we agreed to purchase 9 windows. He assured us repeatedly that there would be no problem with the bathroom window leaking. On 9/9/22 we paid 1/3 down $4026.00 with the $8052.00 due upon completion. On 1/4/23 the windows were installed. We waited the appropriate time and noticed the bathroom window was leaking to the outside of the house. Called immediately and they sent a repairman out after speaking to Makayla at the office (616) 600-1159. We were assured the leaking could be corrected. We went through the same procedure 3 times speaking to Makayla and Jack E********** (269) 352-7071. It is now August and we still have a leaking window. Were told at the last conversation someone else would contact us. Still no call. I emailed them and asked to be contacted. Still have yet to hear from anyone. We want this fixed before we have major water damage to our home. We are retired, husband is disabled and we don't have the money to get someone else to fix this problem that they assured us would be corrected and "no problem ".

• Initial Complaint

  01/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: October 20, 2022 Amount paid: $5,000 via credit card Business to provide: Windows for my home in the late spring of 2023 Dispute: October 21, 2022 we felt something was not right about the transaction we just made. We examined the sales conversation we had and did not trust the company. So on October 21, 2022 we followed the company's own declination of service policy to end our contract for a full refund. We sent their declination policy back to them with the proper signatures, including a copy of the contract agreement and their policy back to them via certified mail dated October 21, 2022. They received the declination October 23, 2022 and signed for the certified delivery. Because we did not receive the refund to our credit card back within the time frame their policy stated it would be returned, we disputed the $5,000 charge on our credit card. We contacted our credit card 3 times during the investigation process and they always said the matter was still being looked into, and promised we would be contacted to discuss the status. No one ever called us back. The credit card company acknowledged that we met Top Home Improvements policy for a full refund, but decided to charge us the $5,000 on our credit card any way, and to back charge us for all the interest and fees associated with the $5,000 purchase. So we are unsure of the exact dollar amount of the charges we will have faced because the credit card company did not honor their policy to not let the charge go through after proof we had reason to dispute the charge and have the charged removed.Business tried to resolve problem: The business has not tried to resolve the issue. They were informed that we had followed their policy to decline the contract when their scheduler called us.The attached documents are provided to show proof we followed their policy.

  

  Business response

  01/30/2023

  Hi we have called them numerous times and no luck getting ahold of them. We also sent the refund earlier this week in the mail. 
  
  

  Lakota ****

  Owner
  

  Top Home Improvements 

  1151 *************** suite B, ****** **

  Customer response

  02/03/2023

   
  Complaint: 18809051
  
  I am rejecting this response because: See attached letter.  Top Home Improvements did not refund the monies within 10 days, nor back to our credit card within that time frame.  We are facing interest/fees that we would not have had if the policy was followed.  We will be informed of these charges by our credit card company by February 15, 2023.  At which time we will contact the Better Business Bureau to request reimbursement of that cost.
  
  Sincerely,
  
  ********************************

  

  Business response

  02/13/2023

  Hello, we are confused. We spoke with *** on Jan 26th asking if we could send a check to him. He was happy with a check. We also called again today 2/13 to confirm the check was received. *** did confirm he received the check! 

*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. ↩