Complaints

This profile includes complaints for Home Concepts Custom Remodeling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home Concepts Custom Remodeling

  4625 S Ash Ave Ste 114 Tempe, AZ 85282-6760

  
• 

  Home Concepts Custom Remodeling

  125 W Gemini Dr Ste E11-e12 Tempe, AZ 85283-5604

  

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:01/03/2025

  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.

  I contacted this business for a quote on a bathroom remodel. Their quote was very high and I was no longer interested. They continued to call me disrupting me at work daily, sometimes multiple times a day. Each day I would ask them to stop calling me, I blocked their number. They still constantly call me and leave voicemails.

  

  Business Response

  Date: 01/11/2025

  We have updated your information and placed you on the do not call list.  We apologize for the inconvenience.

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The sales *** told us that the job would be completed in 5 days or less. That argument convinced us to sign the agreement.Today we were told that the glass needed for the primary bathroom would be measured after installation is complete and that it would take 10 days to have the glass installed; in other words we would not have a shower for 2 to 3 weeks. When we explained today that it was not the schedule we were told, the person referred us to page 26 of the contract (page that does not exist).We will settle for glass installed within 3 working days after bath installation. If not possible, complaint will remain open and appropriate rating will be published on internet.

  

  Business Response

  Date: 08/19/2024

  Thank you for bringing this issue to our attention.  We reviewed the information submitted for the quote and found that the phone number was under a different name, address and email address.  We have resolved the issue in our system.  We apologize for any inconvenience. 

  Customer Answer

  Date: 08/20/2024

  I wish BBB to keep my complaint opened.  The business response is twisting the facts to avoid responding to my complaint.

  My last name is *******.  The sales *** entered it as Lagnirr.  We asked him to rectify it.  He said that he could not.

  My phone number the company has is correct.  They recently have called me several times

  My address in the file is correct.  Employees have come to my house several times.

  My email matches the email in the supplier's file.

  We are now August 20th 2024 and the problems have still not been solved.  Besides contacting the ************ the *** and the AG's office we are filing reviews everywhere we can, about the exhorbitant prices and the poor workmanship.

  

  Business Response

  Date: 08/21/2024

  Your agreement has installation timing and what to expect outline on page 4 line item 6 explains the custom glass. The payment and terms on page 3 of your contact show a payment schedule of 50%/ 40% 10% (deposit, wet area , glass).  It also states that estimated completion is 6 to 8 weeks from the order date.  We received deposit on 5/6/2024 and  ordered material on 5/22/24 glass was installed on 6/25/24  both dates are less than the 6-8 week estimated completion date.   We will send a change order correcting your last name on the agreement, it has been corrected in our CRM.  We try and be as detailed as possible when reviewing the timing of the project both verbally and in writing.  Thank you for your feedback and we will continue to try and improve our process. 

  Customer Answer

  Date: 08/25/2024

  I am not complaining about the length of time . I am complaining about the fact you took he shower apart to take some dimensions and made the shower inoperable for 2 weeks..  My complaint is now drastically extended.
  
  After installation we realized that:
  The glass door was scratched,the workmanship for the caulking was poor at best, there were more than several scratches on the polymer panels, and the bottom was extremely slippery. We had to buy some mats to suppress the slipperiness.
  
  It took numerous phone calls to your company for resolution *** would not return the calls. It was ***** that my wife finally spoke with and she was able to act immediately and send out **** who agreed that the shower door was in fact damaged and the polymer panels were scratched. You sent one employee to repair the poor initial caulking around the glass and to see if the door was repairable. Your management decided to replace the door. **** came to repair the scratches and successfully did it.  He also told us we could expect compensation.
  
  The glass was reinstalled with the new door on Friday August 16th.  Here are now the problems:
  The glass door squeaks and makes also another noise when you close it
  The same glass door does not close properly
  There are now nine new scratches on the polymer panels
  The wood frame to the closet door (next to the shower) has a ***** and a scratch
  There is unknown substance on the front of the pony wall. It is brown drips.
  
  It was supposed to be an easy process.  We have had to change our plans numerous times to accommodate repairs that are not getting done We are beyond frustrated due to the lack of communication and competence that seems to run rampant in your company.  We are at the end of our rope. 
  
  I sent you an email with this complaints detail but you ignored my email.

• Initial Complaint

  Date:10/10/2023

  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.

  This company has called my cellphone several times, even though it's on the Federal Do Not Call list, with the intentions of selling us some kind of remodeling service. They had been told in the past to not call. My husband reached out to them, and was told they had a "opt-in" to be contacted in 2022. FIRST, NOBODY in this household would have opted our number in for any reason; we would not be interested in such a service, as my husband can and will do any work in our house, that we need. SECOND, they claim that there was an opt-in in 2022. According to Federal law, such an opt-in would no longer be valid anyway. I need to speak to the company's legal representation or attorney to resolve this issue. Simply "removing our info" will not suffice. If this matter is not resolved to our satisfaction within a reasonable amount of time, we will forward the matter to an attorney that specializes in TCPA, along with the Arizona State **************************

  

  Business Response

  Date: 08/19/2024

  Thank you for bringing this issue to our attention.  We reviewed the information submitted for the quote and found that the phone number was under a different name, address and email address.  We have resolved the issue in our system.  We apologize for any inconvenience. 

  Customer Answer

  Date: 08/20/2024

  As previously stated, I need to speak to the company's ATTORNEY or LEGAL REPRESENTATION to resolve this matter. Simply "removing my number and information", will NOT suffice. I am open to resolving the matter, however it will need to involve some type of written agreement with several points of restitution.  The Federal TCPA and Arizona State Law allow me to obtain damages via legal action in both a US District Court, as well as an Arizona Judicial Court. I hope we can resolve this matter without such actions, but will absolutely do so if necessary. 

  

  Business Response

  Date: 08/21/2024

  We received information from a lead source that was completed on line.  Your phone number was given as the contact number all other information was under someone else.  We called the number 3 times over a 2 week period once you informed us  we put that customers information on the do not call list and have not contacted you since June 29th 2022 at 5:25pm.

  Customer Answer

  Date: 08/21/2024

  AS STATED previously, again, please have your ATTORNEY or LEGAL REPRESENTATIVE reach out to discuss resolution and restitution. If you are not willing to do so, please advise, and we will forward this matter to an attorney that specializes in TCPA matters. We can no longer devote any time or resources to the issue. You company violated Federal and State telemarketing law, and those violations need to be addressed properly. 

• Initial Complaint

  Date:09/13/2023

  Type:Order 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.

  Home Concepts contacted me about quoting work I had requested on ****'s list. I had requested are surface or possible replacement for a small shower. They made an appointment to speak with me on9/6/23 9/5/23 - After another company visited me and I understood that remodeling companies were calling me I attempted to cancel Home Concepts. I did not have a phone number for them and thought they were a company out of *********, the closest city to the property. 9/6/23 - ******* came by and convinced me to sign a contract for a new shower for $9500. Although I have had the drain replaced recently and I told her I did not need new hardware she said it would be new everything. I told her I would like the project completed by the end of September as I have to go back to work. She said she could make it a rush order. She charged my credit card for $4750. 9/8/23 - at 9am in the morning I emailed *******, the sales rep, asking her to cancel my contract. I also wrote a written statement with my signature and emailed the office with a copy of my cancellation. I went to the post office and sent the written statement via certified mail. 9/8/23 -********************* reached out to me saying he had already ordered and could not cancel the parts for the shower as it was to be installed Tuesday, 9/12. This was very surprising to me. I was under the impression rush meant they would be planning to have materials ready for the end of the month. He said I was subject to a re-stocking fee. My card was refunded only $1615, leaving $3135 unrefunded. Additionally, I did not sign any agreement to waive my 3 days "cool down".

  

  Business Response

  Date: 12/22/2023

  Hi,

  We  refunded 100% on 09/15/2023 .We normally wait 4 days to order and estimate 4-6 wks install. But we rushed the order to accommodate our customer wishes.