ComplaintsforHomefix Custom Remodeling Corp

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to get a payment issue sorted out with Homefix. I agreed to a 200 payment out of my account until the debt is payed off. They have been taking more than agreed. So in May they only took 200, June 458.88, July 258.88 with 2 NSF for 100 each, August so far 333.88. They don't answer their phones, takes me multiple times to get anyone to respond. I spoke with **** in Customer Care and she says their side doesn't show what mine does. I have bank statements proving the debits. I have been trying to deal with this for 2 months. I am only asking to pay what is agreed and refunded the excess totaling 451.64. Then only debit 200 from my account as agreed. I have attached screen shots of the debits.

  Business response

  09/01/2023

  We appreciate *************** for bringing this to our attention and we are sincerely sorry for the lack of communication associated with this issue. To get these issues resolved, I reached out to our Accounting department sharing these screenshots provided by this homeowner, and we were able to identify the issue on our end. We are deeply apologetic that we were unable to catch this mistake and have reached out to the homeowner to rectify the situation. We will be issuing this homeowner a refund for the overcharges, as well as covering the cost of any fees associated with her bank due to this mistake on our end. Further, we are working as a team to come up with a solution in addition all of that, to make sure her experience with us is better going forward. Our entire team has been made aware of this situation and we are dedicated to rectifying this situation and doing everything we can to make sure this does not happen again in the future. Again, we apologize it has taken us this long, but appreciate the opportunity to make this right.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is **************, I am a disabled vet (with **********). On 27 July 2023, I met with ******* of Homefix Custom remodeling, to discuss roof replacement, I informed ****************** that my shed roof had a hole and needed to be repaired. He assured me that it wouldn't be a problem, it would be included in the repairs, of the roof, Note the agreement signed by he and I listed "No exclusions" in the work requested.After the main roof was installed, i was told that I initialed a box requesting that that the shed "Not be repaired'. That is the most ludicrous thing to understand, to suggest that I would turn down needed repairs' that was included in the repairs cost is asinine. I was assured that the shed would be competed. To add insult to injury, Homefix offered to complete the shed for an additional $3000. WTF? There is something amiss with this business practice. I have chosen to expose this unscrupulous practice and would greatly appreciate any assistance or platform you can offer to protect future disabled vets from being bamboozled. I did not place any checks on the documents, nor did I sign any documents dated the 1st of august. Someone forged my name on these documents.thank you for your consideration.

  Business response

  08/25/2023

  We appreciate the homeowner for bringing this to our attention are sincerely sorry for the inconvenience that this misunderstanding may have caused. I have reached out to our Sales Director, *************************, as well as our Quality Control Director, *********************, with visibility from our Corporate Vice President, ******************* upon looking into this further and discussing it with our Team who has directly interacted with this homeowner, it was brought to my attention that we took every measure to rectify this situation with the homeowner and to provide him with the opportunity to make this right. I was informed that this homeowner did in fact initial the area of the contract excluding his shed from the scope of work and once this was communicated with the homeowner, we let him know that in order to have this included in the scope of work, this would come at an additional cost as the price of labor and materials for including the shed was not worked into the contract this homeowner signed with us. The homeowner was not satisfied with that solution and chose not to move forward with having his shed repaired. We were determined to make this right as we greatly value this homeowner and his trust in our company to deliver satisfactory results. If this homeowner would like to move forward with having his shed repaired, we have shared with him that we are happy to assist and our Customer Care team is here to provide him assistance with anything he may need going forward. 

  Customer response

  09/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ****** ****** <***********@*****.com>
  Date: Tue, Sep 12, 2023 at 3:18 PM
  Subject: Re: Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  The salesman sold me a program which included the repairs of the shed, I signed an agreement for repairs which stated “‘No exclusions” why would I agree to not have a vital repair done. The only  solution/ measure they offered was to extort an additionally $3000 in repairs for  a job they initially agreed to do. That is not an option it’s an extoration attempt. They claim I signed refusing  the repair, i signed where the salesman directed me to sign, because the font was to small to read. Silly me to believe him to be honest. 

       I believe they took the opportunity to exclude the shied when they redid the     Original, documents,  Which do not hold my signature someone signed my name when they re-performed the documents.
  
  Regards,
  

  Business response

  09/19/2023

  BBB serving Metro Washington DC & Eastern Pennsylvania,

  We have made several attempts to rectify the situation with this homeowner, offering him solutions for having his shed work completed. Unfortunately, this homeowner did sign off on the contract, which clearly states "Locations EXCLUDED in scope of work to be performed - shed". We also provide our homeowners with copies of their contracts for their records as well. Our sales rep clearly stated this exclusion to the homeowner and the homeowner initialed next to that exclusion. In this instance, the homeowner wanted us to include the shed at no cost, which is not something we were able to offer especially as the homeowner acknowledged the exclusion at signing. This homeowner is now requesting a full refund on the total cost his project for not including the shed, although that is what the contract states. I have included page one of this homeowner's contract, where it reflects the shed exclusion for your records. We have let the homeowner know that we are happy to have the shed roof replaced, but it would not be at zero cost and that is the only solution that we are able to offer this homeowner. 

  We just wanted to bring this to your attention. We appreciate all that you do! Thank you for your assistance.

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