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:06/12/2025

  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.

  While installing a new shower, installer punched a hole in the adjacent tub/shower! He claims he did not do it. There is no way it could have happened otherwise, as photos show it was done from the outside of the tub to inside. The only way tub was accessible was from shower stall that was removed. I took pictures, showing fiberglass was pushed into the inside of the tub. How pics, after he was sticking his fingers into hole & pressing on piece in tub, was now flattened!!Not getting any information from Optum, but a runaround!

  

  Business Response

  Date: 06/18/2025

  This customer contracted with us to remove an existing fiberglass shower and replace it with a custom low-barrier shower.  The home had a second bathroom with a fiberglass tub that was back-to-back with the shower to be replaced.  There was framing between the existing tub unit and the existing shower unit.  A photo was taken after demolition of the existing fiberglass shower.  The tub can be seen through the framing and does not show any damage.  After this photo was taken, the framing on the new shower side was covered with plywood and no penetration from the work area to the existing tub would have been possible. 
  We do not have an explanation for the damage to the tub in the bathroom where we were not doing any work. In order to find out how the damage happened and what needs to be done to repair it, we have contacted a third party that specializes in fiiberglass tubs.  They will let us know what needs to be done and then, we will make the necessary arrangements with the homeowner. 
  

• Initial Complaint

  Date:08/24/2024

  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.

  On 12//19/22, a rep **** came to my home for an estimate on a possible window replacement, My fiance ***************** was present during this discussion. Though he made me sign a contract for 10k (not even sure why for 10k as paperwork says 19+k), he said I have until 12/22/22 to cancel. After careful consideration, I called **** and the office the next day to cancel due to 2 major home improvements going on. I remember signing a pink slip and faxing. Per MOMNT, financed by ************ Loan No **********, under Optum Home Solutions is a 5.99% loan for 10 years, 10k. Contract signed on 12/19/22, and per MOMNTS *****, FUNDS WAS TAKEN BY OWNER *****************************, representing Bath Planet, tel ************ ON THE SAME DATE. Never heard from anyone after that.About the same time, Luxury Baths through Home Concepts Solutions, did work for me. MOMNT, financed by *********** was also the lender. I had a no interest loan 24 mos, 10k (due to my consistent outstanding credit score) which I divided to 18 mos. Applied for on 11/11/22, I made first payment of ****** on 1/18/23. Last payment was ****** on 7/9/24, Loan **********, completing the 10k. Contact: *****************************, tel ************, Home Concepts.Erroneously, payments were going to Optum. When I realized something is not right approx 6 months ago, I called Optum and spoke to a ***** who never said it was for windows, when asked what the loan is for. I would have caught it then. I also called MOMNT, spoke with. ********* at length, who said she will research and escalate for clarification. I never heard from her. I called her a number of times. The only reason I called MOMNT 2 days ago was because of an email I received stating I have a 10k balance on Loan **********.Optum has to refund the 10k so it can be applied to Home Concepts. The ****** finance charges showing will be waived once the 10k is returned to them and applied to correct loan, per MOMNTs *** on 8/22/24.

  

  Business Response

  Date: 08/30/2024

  12/19/2022: Customer signed a contract for replacement windows with our salesman. She was approved for financing and provided the initial deposit at the time of signing the contract. She personally authorized the deposit by entering a code sent to her phone from the finance company via text message.  We tried to reach the customer on 12/20, 12/22 & 12/26, leaving messages.  As she did not cancel by  12/22/2022, the contract was given to the production manager for review & to prepare the product for ordering.
  I spoke to the customer 12/27/2022, & when she stated she wanted to cancel, I referred her to the back of the contract & her *** paperwork, which she had signed. I clarified that she had until midnight on 12/22/2022 to cancel the contract, and, as she did not, we had already commenced work on her project & incurred costs based on the signed paperwork.  The customer stated that she called a lady in our office to cancel the contract, but we were not able to find record of any such call.  When the customer claimed she did not have the *** paperwork & insisted she had never signed anything with us, we emailed her a copy of the signed *** form &contract, complete with her signatures, to clarify any misunderstandings.Subsequently, she claimed that she had signed with Luxury Bath & had not signed any paperwork with us at all. I reiterated that I was looking at her signed documentation from our company. Additionally, she claimed that she never authorized the deposit from Lend Home. However, as previously stated, the only way the deposit could be funded is if the homeowner personally authorizes it by entering a code sent to their phone via text message. Her narrative appeared to shift multiple times during our interactions. 
  As a resolution, if the customer is now ready to proceed with the project, we would like to offer her the opportunity to reduce the number of windows purchased to an amount that would be covered by the initial deposit already paid.

• Initial Complaint

  Date:10/17/2023

  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.

  Complaint: Defective product, failure to remedy and failure to honor warranty.5/17/23 had Optum install replacement windows. The next day noticed that one of the windows would not close correctly and that the screws for the receiver had been loosened so that the latch would reach it (None of the other windows were in this condition) and the window would not properly close or seal. Texted *******, the person who did the installation, since he had told me that if there were any issues to let him know. After not receiving an answer I called him and left a voice message, still no response. On 6/14/23 Called and notified Optum of the problem and was told that the installation department would contact me. 7/6/23 same person that had installed the windows (*******) came by and measured the window and found that it was 1/8 inch too tall and that was why it would not close, latch or seal correctly. He stated that an order would be placed or a replacement window and that Optum would contact me. On 9/28/23, After two and half months of no contact I began calling Optum to find out the status of the replacement window. Each time I called I was told that someone would call me back or someone from the service department will call me back and each time no one called, emailed or texted. When I asked for the number to the service department I was told that they only have one phone number and thus I could not call them myself. I even tried using their web site to try to get a response and was told same thing as before, someone will contact you. So now, five months after installation I still have a window that will not lock or seal all due to a 1/8 inch error and no one from Optum has contacted me.

  

  Business Response

  Date: 10/24/2023

  The replacement window for this customer is on order from the manufacturer.  When the window arrives, it will be installed at no charge to the customer.  We apologize for any inconvenience.
  
  

• Initial Complaint

  Date:07/07/2023

  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.

  We hired Optum for 2 bathroom remodels on 5/27/2023; On June 15th a representative from their company came to take final measurements on the 2 bathroom projects so that materials could be ordered. Within **** minutes I requested the representative to leave my property as he indicated that what the sales person told us was not a possible job for them to complete and instilled doubt into the companies capabilities, he also spoke illy of our sales representative who was no longer with the company. I then immediately called Optum, spoke with **** the receptionist and indicated that I wanted a cancellation on the contract. The manager **** was unavailable to take my call, a few back and forth calls ensued between ****, myself and my husband until we finally received a Right To Cancel from Optum on 6/20/2023 to which I quickly signed through DocuSign. **** agreed to return our $21,625 deposit as materials had not been ordered. Per the *** If you cancel, any property traded in, any payments made by you under the contract or sale, and any negotiable instrument executed by you will be returned within 10 days following receipt by the seller of your cancellation notice, and any security interest arising out of the transaction will be canceled.It has now been 16 days since the *** was signed by us and our deposit has not been returned to the finance company nor have I received any communication from the company after 1 email and 2 additional phone calls for follow up (7/5/23 at 11:21am & 7/6/23 at 2:28pm). My last phone call I spoke with *******/*******(?) who indicated I had to speak with **** who was on another call. He indicated that **** would call me back shortly but I did not receive a call back prior to the company closing at 4pm. Im beyond frustrated at this point as we need the deposit back so we can close the loan and apply for a new loan for additional home projects. Optum has lacked customer service since day one and we just want our money back!

  

  Business Response

  Date: 07/12/2023

  When this job was measured, it was determined that we would not be able to configure the shower the way the customer wanted it.  There was a delay as we tried to explore other options with the customer.  All the other options were rejected.  The down payment was refunded.  We apologize for any inconvenience. 

• Initial Complaint

  Date:04/13/2023

  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.

  see Attached document

  

  Business Response

  Date: 04/19/2023

  The complaint states that the seal failed on the inside and
  outside of the window allowing air infiltration around the edges of the window.  The seals on the window are between the panes
  of glass, not around the edges of the window frame.  From photographs provided by the consumer, it
  is clear that the problem of air infiltration is caused by caulking around the
  edge of the window that has weathered and cracked. 
  
  Caulking is not a part of the window and is not covered by
  the manufacturer’s warranty.  Caulking is
  a maintenance responsibility of the homeowner. 
   The homeowner should inspect the
  caulking at least yearly to be certain that it is in good condition.  While the air infiltration is an annoyance,
  if the caulking deteriorates to the point that water is getting inside the
  walls, serious damage could occur.  Caulking
  is available at most big-box home improvement stores in the Phoenix area.  The label of the caulking should say if it is
  appropriate for use on vinyl windows.  If
  the homeowner is unable to replace the caulking, we suggest calling a handy-man
  service.

• Initial Complaint

  Date:10/26/2022

  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.

  Back in June of this year, this company started sending telemarketing texts to, and calling my wife's cellphone, which is on the Federal Do Not Call list. They were instructed to stop several times, and my wife actually filed a BBB complaint about the issue, which the company denied responsibility for. Well, here we are in October, and they called AGAIN. I am making a last-ditch effort to get the company to have it's attorney contact either myself or my wife, so we can resolve this amicably. If not, I have already researched and found several attorneys in the area that specialize in TCPA litigation, and I will be contacting one of them to represent my wife. We are hoping to avoid the time and expense of court, but we will absolutely go that route if needed. My wife is entitled to significant compensation as allowed by Federal Law 47 U.S.C. 227(b)(3).

  

  Business Response

  Date: 10/27/2022

  We apologize for the call to ************.  There was no intent to violate the Do Not Call regulations. 
  
  As previously stated, this call was not made to the person making the complaint or his wife.  The number was obtained from an in-bound on-line inquiry.   Additional research shows that the address given in the on-line inquiry is fake.  This leads us to believe that an unknown person posted the on-line inquiry to intentionally cause harm.  
  
  However, earlier this year, we instructed our IT department to remove the number from our data base, but there must have been an area that was missed.  We have once again instructed our IT department to remove the number from all data bases.

  Customer Answer

  Date: 10/27/2022

  The company has been informed NUMEROUS times in back in July, to cease and desist calling **, since we are on the Do Not Call list, and we are not and have not been interested in their service, nor have we given them any permission to call us. They called yet again on 10/26. This is a CLEAR and OBVIOUS violation of multiple statutes of the Federal TCPA, and Arizona State Law. Also, this apparently is not an isolated event. There are myriad complaints online regarding the same issue that other consumers have encountered. I am making an effort here, to avoid the time and expense of court, by speaking about this matter with the company's attorney. Hopefully it can be resolved that way. If not, we absolutely WILL contact an attorney to apply 47 U.S.C. 227(b)(3), and recover damages as allowed by both Federal and State Law. I have the calls recorded as allowed by law, if the company needs to review them. 

  

  Business Response

  Date: 10/28/2022

  All of this has been stated previously. 
  
  On June 29th, this company received information entered into an on-line form requesting information on bath products from ************** in ****.  At the time we had no reason to believe this was a scam.  We responded to ***** R appropriately.  ************ did not respond to texts or calls, then called into our company to request we stop calling.  We stopped calling.
  
  A few days later we began to receive complaints from VN in ******** that we were calling her.  We responded that we did not call VN, we called **************  Perhaps ************ entered VNs number into the on-line form in error.   We apologized and made every effort to remove the telephone number from our data base.  A second complaint was sent by VN and we responded again with the same information.
  
  In October, we changed software providers and, apparently, this caused a database to open up some numbers that were previously marked as Do Not Call.  We received a message from VNstating that we called her again.  The next day, we received a complaint from VNs husband.  We gave the same response as before and added that we are beginning to believe this was a scam from the beginning, instead of believing that ************ was just a poor typist.  Today, we received another complaint for VNshusband.  The information has not changed.   The telephone number was received through a legitimate source and has been marked as Do Not Call. 
  
  We have no control over what people type into on-line inquiries and we have recently been told that it is becoming common to put ones friendsand/or persons they no longer call friends telephone numbers into on-line inquiries as a prank.  Many people now reject ALL calls and texts from ANY number not on their contact list.

  Customer Answer

  Date: 10/31/2022

  As stated, the company had been told to cease and desist back in July. Regardless of any mistake or error they made, they called again this month. They are responsible for these calls. If they are not going to have their attorney contact me, then there is no need to further this complaint or discussion. We will forward the matter to an attorney the specializes in TCPA, and seek legal action against Optum, as allowed by Federal and State Law. We will also be contacting the Arizona State ************************* and inquiring about any further civil actions against this company.