ComplaintsforThe Remodel Place

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I signed an agreement to have my kitchen remodeled. HVAC was not mentioned in the agreement however, his crew cut my duct and never repaired it. Instead, they sheet rocked covering the areas as if nothing. No one SAID a word to me about it not being in scope or that I would need someone else involved to have it repaired. Instead his crew tore it up and did not discuss what my options were. We paid well over 150k for our remodel and the only thing I can say is I love my new layout and cabinets. However, our floors are uneven, our walls are uneven and the paint is satin in some areas and matte in others, trim areas were not touched up and caulking was missed in some sections. Not to mention the lack of communication between the company, and crew. It's been almost a year since I gave him the final check and he still has not fixed these issues.

  Customer response

  09/21/2023

  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,
  
  *****************************

  Business response

  10/18/2023

  Please note my attached response. I am having difficulty in pasting the information out of a word document so have attached the word document.

  Customer response

  10/18/2023

  Complaint: 20637445
  
  I am rejecting this response because: 
  
  Regards,
  
  *****************************

  Customer response

  11/02/2023

  Complaint: 20637445
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  Business response

  01/03/2024

  Please be advised that the entirety of the customers last response is incorrect and irrelevant as I have consistently maintained. I will not continue to waste my time responding to the same incorrect circular argument. That said, I will fix the minor issue with her floor when
  the customer retracts the invalid statements made alleging all the other issues. When the customer makes the retraction, the minor repair will be made in 10 business days following the posting. The retraction should be stated as follows:
  The matter has been resolved and The Remodel Place has agreed to repair the floor issues within 10 business days 

  Customer response

  01/03/2024

  Complaint: 20637445
  
  I am rejecting this response because: The business has made promises in the past that he has not kept. I no longer trust in the business. They have not made any attempt to make the situation any better. I am NOT going to retract! In fact correct the issues at hand then once it's done I would retract. However, the trust is gone. The business made holes in my ceiling and  damaged the air duct by cutting the line. Once the business realized they messed up, they changed their tune. ******************* consistently lies, and does not live up to his word after he said he would fix the floor and the A/C duct. If they do not correct the issues, I am taking legal action against him and his daughter for damages to the duct, ceiling, and flooring. I am also tired of the run around. I have proof where he reassured they would fix it. 
  
  Regards,
  
  *****************************

  Business response

  01/04/2024

  In response,

  1. We are not providing service that was not contracted for. If the customer wishes for us to do so they may pay in advance for repair and we will provide service.
  2. The customer has made sweeping incorrect statements about the situation and me personally that need to be retracted immediately. They have the potential to damage our spotless reputation and cause significant damage. These will not be tolerated and need to be retracted. 
  
  

  Customer response

  01/04/2024

  Complaint: 20637445
  
  I am rejecting this response because: I will ONLY retract once the business repairs damages made to my home. Plus, I have no intentions of paying additional funds to the business. 
  
  Regards,
  
  *****************************

  Customer response

  01/29/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. 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 arbitration is necessary.

  Sincerely,

  *****************************

*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. ↩