ComplaintsforRiteway Home Remodeling, LLC

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2023, ******************************* and me signed a contract to get my kitchen and bathroom remodeled. The business stated that the work would take 5-6 weeks. After 9 weeks, the work was completed. However, many of the things that were requested of the job were not performed or provided. ****************** stated that the cabinets were going to be of the highest quality, he showed us the cabinetry at his location. Once the cabinets were installed, they are of a very low quality. They get dented very easily. They are coming off the ceiling, showing a big gap. The overall work is of very low quality and the price is extremely high. We have been having so many problems. Every three weeks, large amounts of water is leaking from the bathroom into our basement. In addition, the newly renovated bathroom is already falling apart. We paid for high quality tile but the work is breaking the tile down. During the work performance, the company sent different people to do the job and they are hiring people who do not have a license or work experience. The wood from our basement ceiling and floor baseboard is getting wet and rotting. This is a company that service the ***************** and many of the clients are afraid to file a complaint. It is very unjust to pay such a high price for the type of quality work and material provided.

  

  Business response

  01/11/2024

  her husband called us on Sunday of o1/07/2024 we spoke he told us he has some issues so I told him that we will be there on Tuesday morning of 01/09/2024 at 8 am mu guys were there and fixed everything and  when everything was completed my guys asked her if everything was taken care and she said yes as far as the quality of our cabinets they are premium cabinets from the beginning we even left some xtra cabinet doors for her we have never refused to not fix anything that she  has told us to fix and never will I'm going to say it again if any damaged doors we will replace and will install them for her at no charge again we have never refused and will to repairs that will happen for as long  warranty is required we have been in this Bussines for many years we don't have any complains form anybody because for us is very important to continue with our existing rate of A+ so to end this matter just want to say any warranty that was given to her by our company will be 100% given to our client and also if any further issues will happen we will take care of them like we always have and always will and that's why our clients keep coming back

  Customer response

  01/13/2024

   
  Complaint: 21118140
  
  I am rejecting this response because: My husband called ****************** on December 4th letting him know that we had some damages occurring in the bathroom and in the kitchen. The damages consisted of paint peeling due to humidity inside the drywall (see attachment), the cement from the tile coming off due to bad placement/mixing, and the kitchen cabinets having huge cracks all over the top molding as well as in between cabinets that were super noticeable. This is unacceptable as the work had been completed on October 20th, it has not even been three months and we are having these major problems. This is because the workers that he hired to do the work are not knowledgeable of the work they are doing as they are not license to do the work on their own. We to call him again on Monday January 8th at 7:36 pm as an emergency because we had a lot of water leaking into our basement (for the fourth time), all of the wood beams from our basement roof are wet and rotting due to a bad workmanship that has been having reoccurring problems. As ****************** stated, his guys came on Tuesday at 8 am, I had to request the day off from work in order to be there. ****************** was not there to physically see the problems and how the cabinets are falling apart. When I explained to his worker what was the problem with the cabinets falling apart he told me that he will put more caulking to cover the problem, I asked him to show me the type of caulking he is using, he showed me an acrylic cylinder, when I asked why he was using acrylic he seemed very confused as if he did not know it was for acrylic and then he told me, "I think ******* told me to use this one instead for wood". ****************** is talking about warranties, his warranty on the entire project, including materials, cabinets and workmanship consist of 1 year. When we met with ****************** in his office to go over the different materials being installed, he showed us the different type of cabinets, he stated that his premium cabinets are of the highest quality and that is why they were more pricy than the regular cabinets, he said "we are not installing low quality cabinets that you will find in *********** this are reinforced complete wood cabinets, ********** will sell you chipboard but not me." The cabinets that were installed in my house are not the same cabinets that he showed us or that he spoke about, these cabinets are not reinforced, they are of extreme poor quality, they are chipping in every corner, they are crooked, and they are coming off the wall (see attachment), they are chipped. The price that he is charging his customers for the type of materials provided is not ethical, and it should be monitored as a scam, he is charging a remodeling price as if he was providing high quality wood cabinets. Based on every cabinetry business that I have visited they state the following "warranty length is generally related to the price of the cabinets. The more expensive the cabinets, the longer the warranty. In general, warranties run from 5 to 25 years. As you move to more expensive semi-custom or custom cabinets, the warranties are for the lifetime of the cabinets." This is not the case for what ****************** supplied, the cabinet's paint is coming off after three months and they are completely off scale, in one year these cabinets are going to be needed to be replaced. In addition, he never informed me about not being able to utilized the inside of the corner cabinets due to position until the cabinets were installed, this was a total disaster. There are plenty of ****** and yelp reviews from other costumers having the very similar concerns about the work provided by his business, but he works for a very vulnerable population who either do not know their rights or are afraid to submit a concern to the BBB; however, it is not acceptable that other people continue to keep getting scam, we did not pay a small amount of money we are talking about ****** for a quality job well done, not for something temporary. 
  
  Sincerely,
  
  Gryssel Montagner

  

  Business response

  01/31/2024

  we already met with home owners and we decided that they will let us know when they want us to comeback and do the repairs and again we have never refused to repairs also as far as cabinets our suppliers along with our company  always guaranty all of ou products if damaged we will replace them like we always have been doing with all our clients there is why all this years we have been in Bussines we have no complaints from any of our clients so as soon as clients let us know that day they want us to comeback and do the repairs at here riteway home remodeling we believe that keeping our clients happy is very important so as soon as they are ready we will stop by and do the repairs and once again we apologize for any inconvenience so again for home owners when real please let us know and we will stop by and gladly do the repairs

  Customer response

  02/04/2024

   
  Complaint: 21118140
  
  I am rejecting this response because:

  ****************** came to our house on Monday, January 29 along one of his employees who was wearing a Riteway shirt. He was able to observe all of the damages and the result of the bad workmanship that was done in our house as well as to the poor quality materials that were installed. The whole time he just kept saying "we will replace it, we will replace it every time for the two year guarantee we gave you". I did not wanted anything to be replaced. I paid to have a complete and well done job. It senseless and not possible that we are seeing this within three months of the job being completed. When ****************** saw how the cabinets are falling apart, peeling and cracking everywhere, he said that the it is normal because the material is wood, but then when I showed him the  side of the oven cabinet he said it is because this side is plywood. In addition, when I told him that the workers that came to do ALL of the work at our house told us that they do not work for him and that they were not licensed because they had just arrived to this country he said it was true, meaning that the work that was performed at our house was not done correctly because these two guys do not have the experience/knowledge to do it. We were charged $40, 000 for a terrible job and his solution is to come and "replace" whatever is damage. In order for that to happen, a major renovation needs to happen again. In order to replace the oven cabinet side they need to remove all of our appliances (please see picture), in order to fix the floor they need to break pieces of 4 by 2 ceramic tiles, all of the cabinets have cracks in them. I showed him how the bottom of the cabinets consist of a thin sheet of board and they were glued incorrectly and are falling apart. We do not have the time and energy to go through this again. I do not trust that the work can be fixed by his company as it was not done correctly the first time, and that was the expectation. I believe this is a major problem and I do not think that replacing" everything is the solution to the problem. This company's high prices are not in pair with the work that is being done in the community and we are getting scammed. I would like to request a mediator from the office of the Better Business Bureau. 

  Sincerely,
  
  Gryssel Montagner

  

  Business response

  02/20/2024

  if you have any problems with any of the workouts like we said before we will come and take care and resolve any issues you may have all the work was completed and if you have any problems we will be more that happy to come to your home and fix any issues you may have . when we completed the project we  agreed to take off ******** dollars of the original with we did because you said that  cabinets  doors were damaged but and also agreed that we will bring some extra doors with we also did now you re saying that having issues if you are again we will be more that happy to stop by and fix  but we will not  accept what you are asking there I will say it again here at Riteway Home Remodeling always come and fix issues with all of our clients but we also will defend our prestige and reputation so if you have issues we will correct them for you if not we will contact our attorney so please let us know how you will like to handle this matter we are willing to fix the issues for you  but if let us know what the next step is so we get ready ourselves to protect ourselves and company with all the legal means 

  Customer response

  02/25/2024

   
  Complaint: 21118140
  
  I am rejecting this response because:

  Unfortunately, we are not being able to agree on this. As I mentioned before, we need a mediator in order to come to an agreement. You are saying that you can come and "fix" anything needed. Unfortunately, what needs to be fixed is major and it will take time to get fixed, you mentioned the $2000 you took off from the $40000 you charged us. Those $2000 were not from the doors but from the damaged that was done to the pantry cabinet on the side and that your workers had to fix with paint and plater. You said that the big pantry cabinet costs $900 and that you will give us a discount. I am sorry but if a pantry cabinet costs $900 that speaks highly of the quality of the materials and that is the main reason this complain was made. After 5 months of installation, the cabinets are falling apart, it is unethical to charge what you are charging to installed cabinets with such low quality and that we had not agreed on, therefore we were not expecting them to be falling apart the way they are. I do not trust that your company can fix the big problem that was made on the work, I do not understand why I have to accept that your workers come and fix something that is going to take a long time to be fixed and that we have to arrange our schedule and our lives to accommodate your workers coming to fix something, when the expectation, agreement and price paid was for something done the right way from the beginning. Again, I am asking that BBB provides us with the support needed to have a mediator. It is very important that it is understood what is at play here, you can not promise and charge the way you are charging for the type of work and material you are providing.  
  

  Sincerely,
  
  Gryssel Montagner

*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. ↩