ComplaintsforHome Smart Industries, LLC

• Initial Complaint

  09/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with Home Smart Industries, LLC for a ****** Walk-In Bath on 10 March 2022. I needed to have this installed because my wife has a hard time getting in and out of a bath tub. Being as it has been almost six months and the company has not yet installed the Walk-In Bath I called them on 29 August 2022 to cancel the project. I received a letter from the President of Home Smart Industries and instead of giving me an update on the project he talked about I had 3 Days to cancel the contract and that he could charge me 30 per cent of the contract price to cancel. I know that there have been other complaints about this company and I wish I had read them before contracting with them. This obviously not a good company and I would not recommend them to anyone. I want a full refund of the $4,200.00 that I paid as a deposit.

  

  Business response

  09/14/2022

  Dear ******************,
  
  We have received your complaint regarding the contract you entered into for the installation of a ****** ******** Shower. I can certainly understand the frustration associated with the delays many of us have experienced.  The impacts we have all faced during these last few years with the many supply chain issues experienced by Kohler and many other manufacturers around the world have certainly created must frustration. Many of our customers, as well as many major manufacturers customer have felt the impacts of this world wide pandemic in ways never experienced before. I am sorry that you feel that this is a reflection of the kind of company we are.

  The letter was sent in response to your request to cancel the contract so naturally there was no update offered. As for the request to cancel your contract, while it may not be pleasant to be informed that you entered into a legally binding agreement that included protections for the company as well it is our desire to explain the implications of such a choice. Our notes indicate that within a week of your request we received the needed shipments and called to offer scheduling your installation.  

  If you do wish to continue forward we can get your installation schedule and complete your project which we would certainly prefer to do. On the other hand if you do still prefer to cancel the contract, it would be a late cancellation and the terms of the contract allow for the late cancellation provision of 30% of the contract which in this case is the majority of your deposit. I sincerely hope that you will allow us to complete your deposit but respect your choice either way.  
  We await your decision.
  
  Respectfully,
  
  Chuck C*********
  Director of Operations

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract in February to have a walk in shower installed. We made a deposit of $3960. To date, we have no shower and no installation date.

  

  Business response

  06/03/2022

  I have reviewed the notes in our system and can see that we received a call on May 31, 2022 and were to call back with a date for the installation and it appears from the notes and the receipt of this complaint that no one returned the call and for that I am sorry and apologize. While we have experienced unprecedented supply chain issues leading to longer than expected time frames there is no excuse for our team not returning your call. I have confirmed that the materials have arrived and should you consider giving us the opportunity to proceed forward with your installation we would be happy to do so. If however you do not wish to allow us that opportunity and prefer to cancel your contract I can certainly assist with that process as well. 

  Should you allow us to proceed forward, we would be able to schedule the installation for early in July. 

  If you prefer to cancel the contract I will take the necessary steps to move your contract in that direction. 

  Customer response

  06/28/2022

  [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:
  
  Regards,
  
  ***** And **** ******

  We have not received any letter about cancelation of the contract.

  

  Business response

  07/11/2022

  June 14, 2022 
  

  Dear **** & ***** ******, 
  

  I am writing to let you know that we are in receipt of your message, June 14, 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 February 22, 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

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For over two months after making a 30% deposit for a walk-in tub and instillation, we have made several attempts to contact Home Smart by phone and email with questions about the contract, specifics on product options, preparation for the instillation & expected delivery date. We received one form letter response, with no specific answer to these questions, and have lost faith in this company's ability to match the life time guarantee they used as a selling point, or even provide the product at all. After cancelling the order and requesting a full refund, we were told that Home Smart did not have the authority to make a decision on the refund and that the decision was up to ***** Home Improvement, which we had previously never heard of and have learned that they are based in Florida. The next day we received and email that they will be refunding one half of the 30% deposit should we decide to repurchase a product from them. There is no possibility that we would chose to do business with either Home Smart or ***** Home Improvement because neither have demonstrated an interest in customer service after the sale.

  

  Business response

  04/07/2022

  Dear Mr. ***** ***********************,
  
  We are sorry to hear that you feel that our company has not lived up to the expectations you have for how a company communicates with their customers. We certainly understand that customers sometimes change their minds about moving forward with a project and respect their choice to cancel their contract. I have reviewed our records and see the history of communications with you as follows.

  
  1/19/22 contract signed for installation of a Kohler Walk in Bath Contract states that the work would begin within approximately 8 to 16 weeks.
  1/20/22 Customer called to thank them for their order and confirm customer received their copy of the contract from the sale.
  1/24/22 Job is released to production following the completion of the right-to-cancel time period.
  1/31/22 in response to your request to our sales representative,***** Apt, we sent out wall color samples as you were considering making a change to your order.
  2/2/22 Post card update sent to customer letting them know that products are ordered for their project.
  3/18/22 Letter sent to customer providing update on the delays we are experiencing.
  3/30/22 received call from customer stating that she wanted to cancel her order. Said we were a horrible company that did not communicate at all. She stated that she had sent a letter to the office, which we have no record of. She stated that she would be coming to the office to hand in her cancellation directly to the President **********************
  3/30/22 customer hand delivers cancellation notice to **********************
  3/31/22 *********************, President sends an email in response to the request to cancel their contract. His email informed you that he had determined that your cancelation, would be considered a late cancellation, which per the terms of the contract allows for Home Smart to retain up to 30% of the contract to cover the costs incurred by Home Smart In relation to your project. He offered to provide a refund in the amount of $3,570, well below the 30% allowed by the contract.  
  

  We certainly understand how frustrating the current environment can be when faced with these kinds of delays. We as a company have tried to be up -front about the potential delays which is why our contracts include such a wide range for the estimated starting dates. The supply chain issues have challenged us and other companies with unpredictable time frames and product availability issues as well. While we respect your desire to cancel your contract and are happy to honor that, we cannot absorb the costs we have incurred when customers choose to cancel so late in the process. We stand behind our offer to refund you the $3,570 and would be happy to send out the release to facility processing the refund.
  

  
  

  Customer response

  04/15/2022

  Better Business Bureau:
  
   Thank you for your action on this matter.  At this time we would like to close this complaint, as the company has agreed to refund part of our deposit.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a ****** walking tub from this company. They insisted we pay $6,000 up front, which was done. The check were cashed the following day. Company said install would be in October, 2021. In November, I called Home Smart and they said parts were on back order but would have it installed soon. I called in January 2022, same answer. I told them to cancel the contract and refund me the 6,000.00. I have been getting nothing but a run around. I have also filed a complaint with ****** too.I have been dealing with Teresa M*********, Finance Manager at Home Smart, but she keeps telling me it is escalated with Management. All we want is our money refunded. My wife is handicapped and has lost her income health service did to our getting this bathtub. Now we don't have the tub and are out 6,000.00 dollars. Any assistance would be appreciated.

  

  Business response

  02/25/2022

  We have been made aware of the customer's desire to cancel their contract and on February 18, 2022, a package was mailed to the customer with the documents needed to cancel their contract. For the sake of clarifying the details the customer signed the contract on August 23, 2021. Their deposits were not deposited until August 27, 2021. Our company is very carful to comply with the customer's right to cancel during the rescission period and we do not begin working on their projects, placing orders for materials etc until the project is cleared to move forward. While we understand the frustrations with getting products in a timely manner during these challenging times we have tried to keep our customers apprised of delays as we have learned of them. I have attached copies of the documents that were mailed out on February 18, 2022. I would imagine that the customer filed this complaint after receiving these documents but since we have not been contacted since the letters were sent that is merely a guess.  

  Customer response

  03/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why I am rejecting this response because:
  
  Said company never reached out either by postal, email or phone. I have personally initiated ALL contact. 1st time I was told a week to 2 week delay with install. After the third week, I called again. I was given the same candid response and I responded saying the I would like a discount for the delay . The young lady I spoke with mentioned 1,000.00 discount and I said make it more if you can. Christmas 2021 passes, no word. MID January I called back and then I insisted speaking with a Manager. I ended up emailing with the Finance Director, Teresa M********. I wrote asking for a refund. She replied stating my request has been received that is when I said BBB time and I have also c and management was on vacation and would be reviewed upon their return. I responded asking for an update and I didn't want to pursue legal. She responded stating it has been given to management and she would reach out for an answer. That was when I wanted an answer or I would contact BBB , so I did. The back story of this mess is my wife is very ill and needs assistance with bathing. She and I thought this would be a good thing for her. 6,000 is alot of money for a 1 household income. I have attached the emails. Thank you ***********************
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business response

  04/13/2022

  As stated in the previous response we certainly understand your desire to cancel and have already provided the method through which to do so. The cancellation package that was mailed to you included the same documents that were uploaded with the initial response. If you wish to cancel the contract you will need to sign the documents that were provided to cancel the contact and received the refund per the letter provided.

   

  I do think it is important to address your false statements made about when your deposit was cashed by our company. Home Smart has never deposited any customers deposit until after the period within which they can legally cancel their contract has passed. This prevents us from having to process refunds when a customer chooses to cancel within that period. I understand and appreciate your choice to cancel your contract, but you do not need to resort to making blatantly false statements.

   

  If you do wish to cancel your contract please refer to the documents provided you for how to complete that process and obtain your refund.

   

  CHUCKC****** DirectorofOperations HomeSmartIndustrie

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