ComplaintsforHome Smart Industries, LLC

• Initial Complaint

  08/23/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 7/20/23, I entered a contract with this company to install a ****** commercial grade walk-in/shower unit. They failed to initially share the contract or the details. Once that was received, the company manager (****) responsible for the installation, refused to pull permits, and acquire license professionals such as plumber/electrician to perform the work. He had a general contractor show up to perform all the work. I refused to allow it. I want the ****** product but do not want to deal with this company. The salesmen (****) didn't properly communicate all facts, the install timeframes and/or expectations honestly. Smart Homes lacks professionalism and is exploiting and degradation of the ****** brand. I will not deal with them moving forward, and I recommend other consumers do not either.

  

  Business response

  08/24/2023

  We have reached out to the customer and spoken to her, and are in the process of resolving the customer's concerns. 

  Customer response

  09/07/2023

  The company and I have worked out my concerns.  Thus, the case can be closed.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Home Smart will not stop calling me after numerous requests to do so. I have told them numerous time that I have no interest in their products or services.

  

  Business response

  08/07/2023

  Most recently, Customer summitted a ***** lead on July 8, 2023, and we contacted him as requested. On August 3, 2023, Customer requested we stop contacting him, and the company did not call thereafter.  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My 89-year-old mother had an in-home consultation with this company. They were selling a walk in bath. After agreeing on a price, my mother and I, who was helping her navigate process , told the salesman that the only way we could purchase was with 0% interest and no payments for a minimum of 12 months. The first lender that he called only offered her three months of both, so we declined. He then called the second lender which was ********* ****. After speaking with them, and I assumed telling him what type of loan that she needed. He then passed the phone to me to give some information. My mother was approved for the loan and per talking to ************** terms were supposed to be given by the merchant. They were not. This was on 4/12/23. I texted the salesman and told him that I received an email that stated 0% for three months and no payments for three months. He assured me that that was the previous loan and that we were all set with this loan for 18 months. He said he would follow up the next day With the details of the plan. He never did. I was not worried because there were no payments and I was comfortable because we had verbally discussed it. On May 16, 2023 the tub was installed and she signed a sales slip, which, in small writing said minimum payments required. My mother did not see these three tiny words and signed the agreement. Again, we were comfortable and confident, knowing there were no payments for 18 months. No one, including the bank had told me that they were any payments. On June 21, my mother received her first statement from ********* ****. That statement showed that she owed $532 a month for the next 18 months and then the loan would need to be paid in full or the accruing interest would be charged. I immediately reached out to the bank who confirmed this was correct. I then called the company and was told that they must've made a mistake because in their files, it shows 0% interest and no payments for 18 months. I spoke with a woman named *******. I then called the bank back who confirmed they were not correct that my mother did owe this money . I have a recorded call with the president of the company and the salesman saying that they made a mistake. I’ve been trying to negotiate with the president and he has been extremely challenging to deal with. I have been trying to deal with the company for six days and I need some help. This is clearly a predatory practice to make a sale. No one would agree to a loan and not know what the payments were. Thank you.

  

  Business response

  07/14/2023

  This matter has been resolved by the parties.

  Customer response

  07/14/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November, 2022 ******************* came out to my home for the purpose of installing a custom new ******* walk-in bath tub. We agreed that the total cost would be a little over $17k. I agreed to put down a deposit. I was told they would send me the information. I have yet to receive anything. I was told the tub would take a two to three months to be installed since this was supposed to be a custom design for my bathroom. I believe within two weeks I received a call saying the tub was ready for installation. The gentleman came to install the tub. They kept asking me not to come up until after installation. Once the job was complete I did a walkthrough to look at the tub and I was not pleased at all. The tub was NOT new. The tub was scuffed, rusted and used. This was not a new custom tub. The did not leave manuals, work description, warranty information or receipts. Nothing. I was so dissatisfied that I filed a complaint with the police department I did not receive anything prior to installation in writing that detailed the final price, loan details, financing information or installation details. I did not even have a loan agreement prior to installation. I did not sign anything. I didnt even write their name on the check that was cashed. This company did not even provide the basic services that a customer deserves. A complete detail if work to be performed, a receipt or confirmation. I would like to get my deposit back and have the tub removed.

  

  Business response

  06/22/2023

  We have been in contact with the customer and have scheduled an inspection for June 26, 2023.

  Customer response

  07/12/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this is not the final resolution that is satisfactory to me. The company did come out and inspect the tub on Monday, June 26.  However, they never reach back out to me or answered my phone calls.  
  
  Regards,
  
  *****************************
  
  

  

  Business response

  08/08/2023

  We have offered the customer two options: (1) make another service call to address any additional "repairs" as may be needed; or (2) remove the Walk-in-Bath; provided, however, we cannot provide a refund nor can we restore her bathroom to its original condition, as the Walk-in-Bath is in good working order and was installed properly.

  Customer has declined the options offered and wants a refund in full, which is not appropriate under the circumstances.

• Initial Complaint

  12/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On August 03, 2022 Claudine E**** signed a contract in the amount of $23,981 with a cash deposit of $7200. This contract was for the installation of a ****** ***** Bubble Massage Bask Walk-in Bath. Installation was communicated to Ms. E**** to begin 12 – 16 weeks from signing of the contract. November 23, 2022 represents 16 weeks. Ms. E**** is 89.7 months old and is on a fixed income. She purchased this tub believing it would be installed sooner than later based upon information shared during the home sales appointment by the salesman. However, Home Smart Industries has been unable to give us a reasonable time frame to complete the job siting issues with obtaining materials. We are respectfully requesting the contract be voided and Ms. E****’ $7200 deposit, made in good faith on her part, refunded. Thank you for your consideration. PS - I can fax or email the documents but I cannot upload.

  Customer response

  01/04/2023

  After contacting the Attorney Generals Office in their home state the company changed their position and agreed to return my deposit of $7200 and cancel the contract.  Please let me know if you need additional information.  Thank you!!

• Initial Complaint

  12/02/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed a contract on May 4th, we were told by the salesperson that installation would be 12 to 14 weeks out. That would mean between July 27th and Aug 24th. It is now December and we still do not have a date. I tried contacting the salesman on a number of occasions with no response. The company never once pro-actively reached out to us and my contact with them has been unsatisfactory. They are hiding behind the contract; one we feel we signed under false pretenses as I am convinced by the fact that the salesman never called me back and I have had no good answer from either Kohler or Home Smart that they knew that there was no way they could meet these dates when we signed the contract.

  Customer response

  12/29/2022

  We have heard nothing from Home Smart Industries, we are thinking that the next step is to turn this over to a lawyer. Tell us why here...

  

  Business response

  01/16/2023

  I have spoken with our President and he has given me the authorization to accept the cancellation and issue a full refund. A release letter will be sent out by mail tomorrow which upon receipt of the signed copy, a full refund will be issued by check. If you can confirm an email address I can also have it sent electronically to help expedite the process. I am sorry that your experience with our company did not work out as intended. 

  Customer response

  01/17/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Thank you very much for helping to resolve this issue.

  Regards,
  
  *****************

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  contract signed 3/26/22, but we waited for the work to be done until 10/11/22 & 10/13/22 $25,555.00 cost of two shower replaced They were to provide, ****** ******** walls, shower bases, faucets, shower heads, shower bars, floating shelfs, and glass doors with handle. There were several errors on these jobs: the main bathroom was to have brushed nickel finishes, and the shelf was to go on the center wall. They installed chrome in error, and the shelf was installed on the back wall. I was told that day when I complained, that it was too late to make the corrections, and they credited me $500. for this, which I accepted, because they gave me no alternative. In the master bathroom, they installed on Thursday the 13th, because I wanted the chrome in there and was not willing to have him install the brushed nickel in mine. After the install you have to wait 24 hours before using, so when I did get to use mine, I had to turn up the faucet just slightly from all way on, to get the water hot enough, and the hand shower head and hose to it, I noticed are all made of plastic. Not the ****** quality I was expecting at paying this price. I also noticed that the one side on the glass door handle is loose,I contacted the business, that I expected a better quality ****** product shower head and faucet to be installed, and was told no one else has ever complained. I asked that she bring my issue up with management. Someone called me back and said, this is what ****** gives them to install they have no choice. After some back and forth, she said she would contact ****** and get back to me, but never did. I emailed ******, and they stated they would investigate and contact me back within 3-4 days. No one has.There is no job number or account # on the contract, copies are attached.Looking for replacement of shower head / hose / faucet, and the handle on my glass door to be tightened.

  

  Business response

  12/01/2022

  Dear ************************,

  I am sorry that your experience with Home Smart has been less than satisfactory and that our team has failed to respond to your issues with the expectations for materials used on the ****** faucet components ordered with your project. I see that one of our techs was out earlier in November to address the loose shower handle. I will personally send your complaint directly to ****** regarding the parts. The fact is that as a Dealer for ******'s ******** Showers we are provided a limited selection from their catalog of components, most of which are exclusive to the dealer program verses those available through plumbing suppliers. I will be providing our ****** contact with your contact information asking them to respond to you directly regarding the quality of their components. 

  Regards,

  Chuck C*********

  Director of Operations

  Customer response

  12/08/2022

  [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: The job was not done as ordered, and the fixtures are cheap, however the owner told me, anything happens to the fixtures they will replace them free of charge. Again, I paid over $ 24,000. for a job not done as ordered. I was forced to just accept a small credit of $ 500. for the incorrect finish being installed but received no credit for not doing the job as ordered.

  I am not going to push these issues any longer. This job was not completed as ordered, therefore not a company that I would recommend anyone work with.

  Regards,
  
  *******************************

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid over $18k for a walk in tub installation last June. Finish work was not finished and I paid another company to refinish and paint the drywall. In addition, the wiring was not up to code as you can see by the attached photos. I think bringing the wiring up to code in the entire attic and storage space is in order as well as reimbursement for having the drywall finish work done.

  

  Business response

  12/01/2022

  Dear **. & **** *******************,

  I apologize that your experience with Home Smart has been less than satisfactory. After reviewing the photographs taken by our techs, and reviewing the notes from the time of installation, it is clear that we should have done a better job of restoring your home to an acceptable state. If you can send me a copy of any bills from having the drywall patching and painting done, I will be happy to address that. I would also like to schedule one of our technicians to come out and ensure that the wiring is brought up to code as well as make any needed corrections to the tub's drain system. 

  If you could send the copy of receipts directly to me I will make sure we respond in a timelier manner. My email is *********@homesmartind.com  

  Sincerely,

  Chuck C*********

  Director of Operations

• Initial Complaint

  09/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Home Smart Industries dba Kohler Bath Remodel, on 3/19/2022. I put down a $7000 deposit. I was told by the sales agent that the office should contact you for an install date in 6 to 8 weeks with in install date a month or two after that. In May, a postcard was sent stating that they were having "supply chain issues" and would be experiencing a delay. In June, 3 months after signing the contract stating 8 to 10 weeks for install, another letter was received stating "supply chain issues" as well as difficulty in obtaining staff for installs. On July 11, a letter was sent to Home Smart Industries asking for cancellation of the contract and return of the $7000 deposit.Home Smart Industries replied on July 18th, stating that the cancellation period within the contract was 3 business days and any cancellation after that Home Smart had a right to bill for 30% of the contract. They refused the refund and offered a $750 discount off the contract amount.On August 22, Home Smart Industries was sent a letter stating that is has now been over 5 months since the signing of the contract and an offer of keeping the $750 discount and an additional $1000 from the deposit was made to cancel the contract that they are having a difficult time fulfilling. On August 29th, another almost identical letter was sent by Home Smart Industries stating that we had 3 business days to cancel the contract and they had a write to bill for 30% of the contract. No apologies for the delay, no update of estimated install. They continue to shove the fact that they can bill us for 30% of the contract despite their incompetence.As of 9/23/2022, 28 WEEKS after signing the contract, Home Smart Industries has yet to follow up with an updated install estimate. Absolutely the WORST CUSTOMER SERVICE AND FOLLOWUP!! My wife refuses to let these people into our house and I refuse to forfeit 30% of the contract to a company that cannot remedy their supply chain or staffing

  Customer response

  11/04/2022

  Replying to request for more information:

  I have not received ANY notification or communication from Home Smart Bathroom Remodeling at all.

   

  
  

  

  Business response

  02/10/2023

  August 29, 2022 
  Dear **** & ****** ******, 
  
  I am writing to let you know that we are in receipt of your letter, August 24, 2022, requesting to cancel your contract and a request for a refund. 
  Please understand that you signed a legal binding contract with Home Smart Industries on March 19, 2022. As the contract states you have 3 business days in which you can cancel the contract with out any further obligations. However, if you cancel anytime after that, Home Smart has the right to bill you for 30% of your contract. 
  We would much rather install your ****** Shower for you to enjoy for years to come, but we understand your circumstances that has come. 
  Please understand that once the 3day cancellation period has ended, our staff begins working hard to move each job towards the ultimate goal of completed installations and satisfied customers. 
  Regrettably, we are not able to give you a refund as we have put many hours into your project. Also, all materials for your project have been on order and can not be used as it was made and sized for you and your home. 
  Respectfully, 
  Mark K***** 
  President 
  Home Smart Industries/****** Bath 
  
  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contracted for 2 bathroom remodels in May 2022 and was promised install within 60 - 75 days and here it is almost 120 days and no install. As a matter of fact, we get no contact from this company regarding updated schedules. We have contacted them and asked to cancel and return our deposit but were told to email the request. I was told by that representative that the email address was on the website and of course its not. I need your help to get this canceled and our substantial deposit refunded to us immediately.

  

  Business response

  09/14/2022

  Dear ********,

  We are saddened that your experience has been less than a positive one. ****** has experienced the same supply chain issues that many other manufacturers have and are still experiencing, unfortunately those issues are outside of our control as we cannot install the products without the materials.
  
  I did review our file and I am sorry there seems to be some confusion over the cancelation process. Our team sent you an email with written instructions on September 8, 2022 after you expressed your desire to cancel the contract. I am attaching a copy of that email with this response for your records.

  While this is considered a late cancellation, I have spoken with the president of the company, and he has authorized a full refund of your deposit. We will however still need you to sigh the cancellation paperwork and return them to our offices either by mail, fax or email before the refund can be processed. I will have our team send out that package to you by mail and email as well to help speed up the process so your refund can be issued.
  I apologize for the inconvenience of this experience.

  Regards,
  Chuck C*******
  Director of Operations 

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