Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Demolition started March 3, 2025, for a small bathroom. I was without the use of a shower until March 21, 2025. I am still without the use of a bathroom sink. Linen closet door scratched (new one supposedly ordered 2 weeks ago), bottom of vanity busted (supposed to come back and put a "skin" over broken part, pull-out drawer for vanity not installed (didn't bring), nor did they have the *********** calls don't get returned, scheduler says she didn't get my emails, doesn't answer text messages. I paid $9,000 downpayment. This job should only have taken a maximum of a week if they had done their scheduling correctly. The job was contracted in December, 2024, so they had plenty of time to plan accordingly to do the job in a timely manner. This has been a MAJOR INCONVENIENCE. I would like the remaining balance of approximately $9000 to be waived, and I will hire someone else to finish the job.

  Business Response

  Date: 03/31/2025

  We were contracted and deposit was collected on January 17th 2025 to do a custom shower build, new vanity with a new linen.  Cabinets take 4-6 weeks to arrive as they are built to order.  We started the project on March 3rd, 2025 and are now in the final phases of the bathroom remodel.  Countertops are being installed today 3/31 and he plumber is scheduled to reconnect the vanity tomorrow 4/1.  We always strive to take care of our customers and move the  job along as quickly as possible without compromising quality.  The warranty cabinet parts have an eta of 4/2 and the additional cabinet rollouts have an eta of 4/15.   I think had we communicated everything better with **** ******* it would have alleviated some of the frustration with her remodel.  I met with **** ******* today 3/31 and spoke with her about the eta of her cabinet pieces and the remaining schedule.   Thank you

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Henleys Floor and Home Pros of Surprise ******* demolished our master bathroom and kitchen on April 10th 2024. We are still having to pursue this company to finish parts of the job and repair others. After several attempts by email and phone and texts they came back out yesterday and fixed bad cabinet drawers and attached molding that was left hanging. When my wife came home, the lockbox was removed after hanging on our front door for the last 10 months. To us this signaled they were finished. We call the last 10 months ******** 'occupation'. Could the occupation finally be over? Unfortunately they didn't finish. To add insult to injury, they double-locked the front door. My wife couldn't unlock the door. She went around to the back to discover they left the back door unlocked! They did the cabinet repairs. That is the 8th trip to our home just for the cabinets. Henleys has been ignoring an ugly, sloppy skylight frame in our kitchen. The frame in the bathroom turned out well. Why they did such a bad job in the kitchen is unclear. The miter cuts don't match. One side of the frame is in 2 pieces. When they came out to 'fix' the problem they used a crayon to fill gaps. They left the 2 piece side alone. We consider these frames centerpieces of the 2 rooms. The frames are for stained glass inserts. Mr ****** stood in our kitchen and told us and his office employee that they would order replacement material right away. That was months ago. They are not reliable, often not showing up when they said they would and negligent, not coming for weeks at a time. I'm concerned they don't plan on finishing.The quality of ******** work is poor. Other than the 2 bathroom floors, every other part of the renovation has had to have corrections. The shower took 6 trips for getting it corrected. Even just hooking up the kitchen sink took 3 trips. It took almost a month for them to come back to unwrap the sprayer hose from the pipe.They owe us a glass shelf for the one they broke.