Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BBB took a complaint over the phone. Below is the voice to text voicemail description

  Hi. My name's ******** ********. I'm having a complaint. First, I want to start with the sales rep. His name's *******. His last name is about *************. This started July 31, 2024. And I had the sales rep come up to my house from home improvement. And he's, we took out what I wanted to go in my bathroom. And he's supposed to manage everything. if they're supposed to fit my right order. But anyway, just been going through mine. And you see on my bathroom, when they brought the material out, of course, I noticed the sink was damaged. The part of the bathroom was damaged. But to put the floor down, the floor is built apart. I talked to **, and I talked to ***. I think ** is the manager, and *** is one of the workers. And the guy told me that they're just going to have professional people come out to my house and they're just going to respect my house when they come out, when they came out. These people, they did put a tarp on the floor, but when they went in my bathroom, after they pulled everything out, put my new bathroom, walk in bathroom in, walk around in their shoes in my bathroom, in my shower, it's like they disrespect me. I actually don't have shoe cover, do they have shoe cover? And, um, of course they don't, and I just feel like everything the cell threat told me that it was a lie, it wasn't true, they're supposed to be professional people, and my bathroom, they still work on my bathroom, oh, stuff they brought to my bathroom, my mirror, it wasn't a mirror, I ordered, they brought two different mirrors, but not the mirror I had before, because everything's supposed to be measured, and like I said, The top sink is damaged. And inside my bathroom, my shower stall is damaged. I've constantly called this company over and over. They got paid because I was going to sign a contract with ***. He said, oh, I had to sign this contract before they bring out this new material. Once they got paid, somebody's going down doing their work. He's supposed to call me this morning. I haven't heard from anybody. My bathroom's not finished. to my marriage in a bedroom with my partner, or for things to disarray. And just me helping that business bureau. I'm sorry, I'm just kind of upset. I'm so distressed by this company that I'm sick over. My family's upset about it because the job is terrible. I mean, you don't see the cotton. When they put the bath and the shower here together, And they look like something I would have done myself. And the bathroom shower door is not level. And these are supposed to be professional people. And I just want my bathroom, I want them to come out, home improvement come out, and bring the right material, what I order, fix my bathroom. Thank you. I'm so upset about this. I've been sick with this. I feel like these people just take advantage of me because they had their money, which I was somewhat come out there in with this, because this reference of ***, my family's very upset.

  
  Yes, my number is *** *** *** *** *** ***** **** ***. My name is ******** ******** I'm going playing against home remodeling to me all improvement remodeling It's an ongoing problem. The first I want to talk to play with self-wrapped. It's nice ****** It's like they spell * * * * * *. Oh, I started just in July And right now, it's an ongoing problem, and the sub rep came out to my house and looked up all the material that I had picked out, and he said the team would be very professional. And he said only take two or three days. Okay. So when the stars came out, they told me it would take about six weeks, two or three weeks, sorry. Okay, so they came out, did my house, and took my old stuff out, which is fine. But I'm sorry, I'll go back to the sales rep. We had measure everything in the bathroom that was supposed to go in my bathroom. Everything was supposed to match perfectly. The mirror, the sink, shower, everything that was supposed to be measured quickly. So after we did the sales rep measure everything, he got contact. And he got his contract, I mean, the workers, and they supposed to come out and put the stuff down on my bathroom, okay, because the sink they bought out, it's okay, but the top of the sink, they put that down, they put the shower down, they put the floor down. The mayor that bought out wasn't the person that ever ordered the mirror, so they bought I took the mirror out and I stuck the mirror out where it was leaving a lot of space on my wall from the old mirror. So I didn't own that mirror. So I bought another mirror now. It was just too small because you could see the line where I threw this mirror I had up there. So we took that down now. My floor is, when they put the floor down, it's one part. I mean it looked like something I could have And I'm not a professional. It looks terrible. It looks like it's raw chocolate I've done it. In the bathroom, they put around my shower stall. It's all uneven. This is not professional. This is kind of supposed to be in service of 37 years. My work looks terrible. Right now, they still not finished. It's been going on for three months. And I'm supposed to hear from this manager and his boss. They supposed to call me. And today is December the 2nd, 1036. I still have here for anybody. My efforts are completeness. I'm very upset about it. My family's upset. And something has to be done. They are being paid. This is $25 ,000 worth of work. My family said, this is what you pay for. It's being finished. So I'm pleading with the Better Business Bureau to help me with this company because I just want them to get everything, have everything finished so they could get out my house. They are not professionals. They walk in my baths. They might need a shower with their shoes on. They disrespect my house and I'm just tired of these people. I just want them to get finished so they can leave. My name is ******** ******** And my case number is, again, ***********. And I hope somebody called me to help with this case. Thank you.

  Customer response

  12/06/2024

  I should have proofread my complaint before I submit it because some of the words did not make sense, Pat gave me a call earlier this week. He said they would be out next two weeks. I just want them to bring everything and be done in one day! I already have received my first bill. Thank you.PS from the Bank.

  

  Business response

  12/18/2024

  Thank you very much for reaching out and sharing your experience. We're pleased to let you know that your materials have arrived and we look forward to your scheduled service appointment next week. Thank you for working with us to keep the lines of communication open so we can make this right.

  Customer response

  12/26/2024

  Voicemail from CS RequestUNAVAILABLE at ************** on Dec 23 2024 11:59 AM
  External
  Inbox
  
  CS RequestUNAVAILABLE - Voicemail box 123
  Attachments
  Mon, Dec 23, 12:02 PM (3 days ago)
  to me
  
  GoTo logo
  You received a new voicemail message
  Info New voicemail message
  Time: Monday, December 23 2024 11:59 AM
  From: CS RequestUNAVAILABLE **************
  Duration: 1 minute 7 seconds
  Voicemail box: 123
  Transcript:
  *****, this is ******** ********. My complaint number is ********. I still have a problem with home improvement. My bathroom's not finished. I took off work today. They're not showing up today. I don't have a mirror in my bathroom. My bathroom's still a mess. I want this resolved, and I want my money back in this company, my blood pressure went up. They called me, they're supposed to be out today, and they told the person they're supposed to be out, they can't even show up. I don't wanna talk to them right now, so I'm very upset. They got paid from the bank, and they just annoy me and I'm tired. I wanna call channel six on your side, but I wanna wait to get back with this company. My number is *************, please call me.

  Customer response

  12/27/2024

  Yes, I still has a complaint with this company. My bathroom still a hot mess they bought out damage material wrong color for my flooring and  It’s not layer correctly already starting to separate my shower stall it’s not pull up even I don’t have no mirror in my bathroom.this all started in September and I still have an ongoing problem. They was supposed to come out Monday, December 22. My husband took off of work and they called me said that  their person having show up for word. I am 69 year old American lady this company disrespect me. I just feel like they just taking their time redoing my bathroom. I had to cancel all my Christmas gathering with my family because of this company I took off of work they haven’t showed up. I felt like Pat the manager. He want me to sign a contract so only to get he get paid because he told me that’s the only way they can re-order my material.
  
  Regards,
  
  ******** ********

  

  Business response

  01/09/2025

  Business responded to complaint via phone message stating that the only thing left to complete is painting which is scheduled to be done this week.

  

  Business response

  01/24/2025

  Hello! We're reaching out to confirm that all installations, repairs, and painting of the bathroom have been completed as of January 9. We appreciate your cooperation that allowed us to complete this work.

  Customer response

  02/03/2025

  2.3.2025 KG received phone call from consumer.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m filling a complaint because of how my kitchen look it’s been over 4 months and my kitchen is still not finish and it’s stopping me and my family from cooking and doing other things it’s inconvenience me and my family now that thanksgiving is coming up and the salesman told me it will be no longer than a week to be finished

  

  Business response

  11/26/2024

  Hello,

  Thank you very much for that feedback and please accept our apologies for the extended timeline. We appreciate your cooperation over the last few weeks as our installers and operations team have been working toward a resolution. Notes from our team's most recent visit indicate that the remaining door and drawer fronts have been ordered and will be arriving very soon. It seems our team has reached out several times by phone and text this week to coordinate next steps, but have not heard back from you. Please respond at your earliest convenience so we can keep the lines of communication open and discuss the final steps complete your project and resolve any remaining concerns. Thank you!
  

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/29/24 we met with a representative of this company who sold us a very specific plan for cabinet front replacement and a quartz countertop. We were promised the work would be done by Improveit crews and that it would not be subcontracted out. Since then there have been 2 separate subs to take measurements, a sub to cut and install the counter then a sub to install the cabinet faces and laminates. The work started on 10/11 with the counter. Everything started ok with some minor concerns about the counter having a stain and a visible seam. I called the ** who told me I had to call the sub to get it resolved. I complained and the sub called me back to let me know that they may not be able to fix it but would send someone out to inspect. Then the cabinet work started on 10/15. After being without a sink for several days, the cabinet sub was instructed to install our new sink and reinstall the under sink appliances. After the first day this didnt happen because he did not have the correct tools. On the second day he completed it but without confidence. Its been leaking ever since and has damaged our under sink cabinet and ruined some electrical appliances. The cabinets were worked on for 3 days and have been toured sloppily with the wrong size doors, wrong design kick boards, missing trim, glue all over our new counters and appliances, and damage to our oven and refrigerator. I have reached out a few times asking for a weekend plumber with no answer. I have sent pictures and concerns all day and no answer. Everything is mangled beyond repair and no end in sight to the job.

  

  Business response

  10/31/2024

  Thank you for sharing your concerns here and for keeping the lines of communication open while we work toward a solution. We're pleased to let you know that materials are on order and expected to be received in approximately two weeks. Our team will be in touch at that time to schedule repairs. Thank you

  Customer response

  11/02/2024

  I am rejecting this response because: I will close this case when the job is complete or I receive and sign an SLA. We have some verbal agreements at this point but I'm still awaiting an SLA. Once that is agreed upon, I'll be more than happy to close this case. 
  
  Regards,
  
  ******** ********

  

  Business response

  12/05/2024

  Thank you very much for your patience and partnership that enabled us to complete your project. Please reach out to us directly for any other needs going forward.

  Customer response

  12/05/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ********

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company in question performed bathroom remodel Once remodel finished 3 days or so later as I was placing items in the vanity drawer my whole vanity collapsed. Contacted company and someone came out the next to view issue and promised me another vanity sink this time with legs supporting the vanity and I was also promised that wall on light was going to get repaired also.Contractors bring same model vanity onsite with no legs to support and also did not repair wall where lights were replaced. They just replaced sink and left. Very unprofessional service on both and I have pictures of damages I have pictures from previous and current

  

  Business response

  10/25/2024

  Thank you for reaching out and please accept our apologies for the installation and service experience you received. We're pleased to have your repairs scheduled for October 30, and look forward to resolving these issues at that time.

  Customer response

  11/07/2024

  ---------- Forwarded message ---------
  From: ***** ******* <*****************************>
  Date: Thu, Nov 7, 2024 at 11:25 AM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <**********************************************************************************************>
  
  
  Project complete by company after 3rd visit 

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Improveit did a bathroom remodel in shower floor and vanity. After removing the old vanity there was problem with wall behind the old vanity the installer informed their supervisor of the problem. I call the company informed them of the problem with that and broken tile on the other side. The company said that they would send out a person to take measurements and find a solution for the problem.The gentleman came out and took measurements and was going to talk with the company about the problem. I have not heard back from the company I sent a text to the number that I have been called from and text from. I havent received a callback or any other communication. I was told by the sales representative that if the found any problems that it would be addressed by the company during the installation. This isnt about the installers they did their job and even informed the company of the problem they did a excellent job my problem is with the company not taking care of a problem that was created by the install. I even told the sales representative that this home was built in 1958 and modern products are a change to match up with it. I spent a lot money on this renovation and cant move forward to finish this project without this being resolved. I would either have them finish the job or refund some of the money so I can hire someone else to finish the job

  

  Business response

  09/13/2024

  Thank you for taking the time to share your concerns and for continuing to work with us as we move forward with your project. We look forward to hearing from you regarding the solutions offered so we can order the correct materials and complete the project to your satisfaction.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 11 I scheduled for July 18, between 12-4 PM. They had problems getting broken window out. When they went to set the new replacement window, upon inspection and measuring determined new window was too big. They ended up cracking the new replacement window while trying to install it. They started measuring to double check measurements and decided to have the next window built 1/16 smaller to stop this from happening again. I suggested they put the original window back in they were hesitant (afraid of it breaking, but agreed. Now approx 6-7 PM they filled out the **** report they do for the work and I asked to have someone call me over this as I had questions/concerns,waited 3 days. I started calling, texting, messaging through website to have a manager call me. Always "we will get back to you in 24 hours". When I did talk to a human was told they couldn't help me, no managers available, but would transfer to someone else which always went to VM. When the call came (approx 2 weeks later) to schedule 2nd new window for Sept 5, and was told I may have to pay labor fee again, I asked her to have a manager call me. NOTHING. Friday Aug 30 sent text, NO RESPONSE. Wed Sept 4, multiple calls, text, website. I am IRATE at this point. Call from *******, who told me I was being disrespectful. Ask for a complaint ************* *** calls, I explain all this and ask what can be done about MY time for their mistakes and he is dismissive and said there is nothing he can do. Sept 5, new window TOO BIG AGAIN, and broke the original window this time. I called *** who said he couldn't do anything at that time but would start making calls in the morning. Now I have to take off more work time. I personally will have approx 11 hours in something that should have taken 1 hour, and have been dismissed by the company through the whole process. As of now have no date of when new window will be installed. Mission statement of company is being missed it seems.

  

  Business response

  09/17/2024

  Thank you for taking the time to share your concerns and for your patience as we work to resolve the issues. Our team is looking forward to completing your service on Wednesday, September 18.

  Customer response

  09/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22253941
  
  I am rejecting this response because: Complaint not about window. 14 weeks. 2 failed attempts to install a new window. to get a warranty window replaced in 1.5 hours. 13 hours of missed work. 4 hours of personal time (not including calls, texts, E-mails). 6 weeks of calls, voicemails, texts, E-mails NOT being returned, even when I spoke to human voices who said they couldn't help me but would pass it on. Had to make BBB complaint to get customer service to call. GM called to cancel on the day of the third attempt which sent me into a screaming, foul tirade, which he responded in kind. Set up new date a week later. Seems the only concern was getting rid of BBB complaint. NO URGENCY to the customer. Read the Mission statement and see which of the missions fit my story.

  Could not reach an agreement to "make it right". 

   Its not about the window!

  
  Regards,
  
  Gary Hall

  Customer response

  10/11/2024

  This complaint can be removed as we have reached a satisfactory agreement. The company will continue to strive toward keeping my trust as a customer. 

   

• Initial Complaint

  09/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed the contract on July 20. I requested an itemized breakdown of costs on August 6, with the assurance of a prompt response. Despite several follow-ups, I did not receive the breakdown until August 16, which contained an error: an unnecessary third wall. I raised this issue that evening and was told it would be corrected and returned.Over the next few days, I continued to make inquiries and was promised call-backs at specific times, but none were received. I eventually got the revised itemized breakdown on August 26, which had the third wall removed, but the prices for line items 4-10 and ***** had increased, keeping the total unchanged. I addressed these concerns that evening but have yet to receive a response.I had an appointment scheduled for August 30 at 11 a.m. to discuss these concerns. I called at 9 a.m. to confirm, only to be informed that the technician was booked elsewhere by the main office. I now have a new appointment set for September 6 at 10 am, although that has not been confirmed.Furthermore, when the technician came to measure the bathroom, he only measured the window and initially overlooked the shower, which is also being replaced. After I pointed this out, he corrected his measurements. Although this was a minor mistake, coupled with the other issues, I have lost confidence in this company. I asked Improvit! to cancel, but I was told that I could not. I would like to cancel the contract and request a refund of the $285 deposit, though I understand if it is non-refundable.

  

  Business response

  09/09/2024

  Thanks very much for reaching out and sharing your concerns. We appreciate you taking the time to connect with our sales director and keep the lines of communication open and are looking forward to continuing the conversation and next steps. Thank you.

  Customer response

  09/18/2024

  ***** ***** <**************************>
  3:35 PM (13 minutes ago)
  to Better
  
  Dear BBB,
  
  Please do not close this case. I reject the offer. Their response did not provide a solution to my problem. Their response was "Thanks very much for reaching out and sharing your concerns. We appreciate you taking the time to connect with our sales director and keep the lines of communication open and are looking forward to continuing the conversation and next steps. I did take the time to connect with their sales director, and we are still discussing a solution, but I Reject Business Response:  I am indicating that I do not consider complaint #******** resolved. 
  
  Thank you,
  
  ******* *****
  **************

  

  Business response

  09/26/2024

  Thank you again for your response and communication. Our We recognize the work has not been completed yet; our previous response was made in good faith as part of required BBB processes and Improveit best practices to ensure that all parties involved are aware that your project is being given attention and continuing to move forward. To that end, we're pleased to have your project on the schedule beginning October 16 and look forward to resolving your concerns.

  Customer response

  09/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ***** **

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me whole kitchen cabinet refacing and quartz countertops for $36,000 to be financed with *********************** The salesman, ******************* told me they didn't use sub contractors that all work is done by company except they sub out countertops with American Granite. However, there were a lot of sub contractors here. I have a lot of complaints with the salesman and the company, like not returning my calls until I contacted the president of the company, as well as several other issues, but with character limits Ill list the most compelling and the issues that need immediate attention. As you can see by the pictures I uploaded the countertops and the installation are a complete mess. The countertops for some reason were made partially flat on the corners, whereas they are supposed to be bull nose shape all around. I want new countertops and for them to be installed correctly. The new stainless steel sink has a defective discoloration on it and one cabinet door has a small cut in it. On two end cabinets they didn't put cornices on top like my old ones had. I contacted the service company for they said they would be billing me in a week. I told them job was not complete and I would not be paying until it is fully completed. They are looking into it. I was mislead on the contract which I felt pressured to sign as it was displayed on ****'s tablet which was difficult to read the several pages in small font. I didn't see the part about having to sign off that the job was completed when only 80% was done, before countertops were even installed. They gave me $7000 check to hold until countertops were completed. As I stated, I expect a replacement of the defective countertops and stainless sink and cabinet door as well as, two missing top cornices installed.Thank You *************************** ************

  

  Business response

  08/30/2024

  Thank you very much for sharing your concerns and for keeping the lines of communication open with us during this process. We're pleased to have connected with you this week about our plan to move forward and resolve the issues, which will include replacing the countertop and addressing your other concerns. We have also shared your comments with our sales team so we can ensure all team members are up to date on expectations for communication. Thank you again for giving us the opportunity to make this right. We look forward to completing your project.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Not All windows were removed as we agreed too, Remove all the windows in the 130 inch x 52 inch space. Was not completed . They only replaced our middle window. I want adjustment made to our loan. I called mutable times not getting any call backs. I want The price adjusted. We only received the middle window.

  

  Business response

  11/12/2024

  Hello, and thank you again for giving us the opportunity to resolve your concerns. Our team was happy to have your installer return at the end of October to replace windows that were left out of the original installation and ensure your full project was completed as expected. We're pleased to hear from the installer that the work was completed to your satisfaction. Your lifetime warranty is fully intact and we look forward to hearing from you for any service needs or questions down the road.

  Customer response

  11/15/2024

  I accept the business's response to resolve this complaint.
  Thank you for working out the issue with the missing windows. Turned out very nice.
  Regards,
  
  ****** ****

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to install new windows throughout my house (16k, but 20k in total with financing). 7/23/2024 was the date the crew came to install. They chain smoked during the entire time my windows were removed in my living. This left my couches ruined with cigarette smoke. I have cleaned them with no luck of getting the smell out. The company will only have some clean them which I have already done. They will not do anything else. After installation I was handed the completion paper to sign without allowing me to do a walk through. the person in charge would also not let me speak to the manager alone to address my concerns with the installation. There was broken glass, nails, cigarette butts and sharp cut aluminum left all over the outside of my house and inside my house. The upstairs windows looked unlevel and there is caulking all over with large openings that water can get into and destroy the new windows and frame. The crew damaged my front porch, caused massive paint damage to the outside of my house and broke window protectors to my basement windows that they were not even replacing. I was left to clean up the mess while the crew got in their truck and drove away. I contacted the company to have someone come look at my concerns. On 7/31/2024 the manager (who was very nice and understanding) came to my home. the manager stated that the windows upstairs needed taken out and reinstalled and majority of the caulking of all the other windows needed removed and redone and leveled. I also gave the manager the large metal cutting shears the crew left on my 4 y/o sons play table He stated he would contact me soon with a date for the repairs. I have yet to hear from them. I was told on 8/5/2024 when i reached out again I would hear from them within 24hrs to schedule and still have yet to hear from them. I have security camera throughout my house to prove my statements as well. The manager took pictures of nails, glass, aluminum and damage as well.

  

  Business response

  08/30/2024

  Thank you for taking the time to share your experience for giving us the opportunity to make it right. This certainly does not represent the type of remodeling experience that we promise, and we have taken your comments back to the appropriate teams to ensure this does not happen again. Thank you for keeping the lines of communication open with us while we've worked to correct the issues left behind from your installation, including scheduling an upholstery cleaning service to take care of the cigarette smell. We appreciate you choosing Improveit for your window replacement and look forward to fulfilling any needs going forward under your lifetime warranty.

  

  Business response

  09/20/2024

  We've been in touch with the homeowner since finishing her services and were pleased to hear that the furniture cleaning was able to remove the smoke smell and that everything is complete and the homeowner is satisfied. Thank you!

  Customer response

  10/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22105453
  
  I am rejecting this response because: I never said I was satisfied. The only reason the company reached out to me after was to ask me to take down my complaint. Multiple windows already have broken pieces making them hard to close due to the repair. 
  
  Regards,
  
  ***** *******

  

  Business response

  10/29/2024

  Hello and thank you for sharing those details. We're surprised to here this as we do not have any additional concerns or service requests from you in our records. Our Director of Operations has reached out to learn more about the new issue with your windows, but we have not heard back despite leaving several messages. Your lifetime warranty is fully intact, and any necessary repairs to your windows will come at no cost to you. We recognize that your experience up to this point has not been up to our 5-star standards, but we do stand by our warranty and want to make sure your final product is installed and working properly for you. Please reach us at the information provided as soon as possible so we can get those services underway.

*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. ↩