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:03/21/2025

  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.

  I contracted with SunTrust 10/2023 to do several items on my house. I havent received been trying since June 2024 to resolve two issues. First my patio cover makes popping noise in wind. First time ***** (patio cover *******) came out to look at cover he heard sound, stated several screws werent installed, metal pieces werent trimmed in back on roof and another trim piece needed to be taped. They returned to do repairs, didnt replace screws. Noise still there. I contacted ***** again he said we are going to have to order screws. I went on week vacation and when I returned I contacted him several weeks and several texts later his crew returned did a lot of sawing and replaced screws. He stated to let him know if it worked seemed ok then started popping again. I texted him several times someone from his company said he couldnt do anything for me contact Sun Trust which SunTrust said I had to call *****. Everyone I had been dealing with at ********* has left. I have text ******* the ** several times with no response. I stopped texting in December just frustrated. Second item is paint cracking around garage.

• Initial Complaint

  Date:08/23/2024

  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.

  We hired SunTrust Remodeling back in Feb. 2024. Their License is #******. We signed a contract with them to complete the job by April 2024. Still not completed. Communication from the start has been sporadic. No one checked on the workers completed work. We began dealing directly with *** *****, the manger of SunTrust. Each item that SunTrust was completing for us has had to be redone 2 to 3 times now and are still not acceptable. We shared our findings with *** in pictures and videos., but as of now, 8/23/24, they are still not repaired. He came out once to view the poor workmanship and problems last March, but will not come back in out to see how things are now. Our octagon window that they were to replace ended up costing them too much money so it was not done and is unusable. Our deck outside was first installed with all the floor boards touching each other so rain could not drain. Then they said that they would just redo the deck/balcony. The spacing is still not even, some boards are 1/4in. apart, others are 1/2 in. apart. We have 2 cracked boards, most likely from using a nail gun with too much power to nail the bits down. We have sap coming up from the boards and the deck is unusable. The special paint that we paid extra for, Tex-Coat is a life time paint against cracks , peels etc. Our deck paint has bubbles all over it, we assume from the sap seeping out from underneath the paint. We had them repair some cedar shingle siding on one side of our home. In our contract, we stated to seal the the siding with a linseed or wood preservative. We cam home to them painting it in a dark brown shiny color. The rest of our home is not painted at all. Now some of the shingles are curling at the edges and there are some unevenness with the shingles, we are worried about water seeping in. Our front gate was to have the wood portion fixed and then to be painted. They used pine wood and now the pine knots are showing. They will not fix it.

• Initial Complaint

  Date:08/08/2023

  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.

  I regret to share my disappointing experience working at Suntrust Remodeling, a company that has failed to uphold its commitments to employees. As a former employee who dedicated time and effort to sell jobs, I find it necessary to highlight the concerning practices that took place during my tenure.The primary issue I encountered was related to unpaid commissions for successfully sold jobs. Despite having completed my responsibilities and ensuring that the customers' projects were finished and paid for, the company's owner, *******************, has repeatedly failed to fulfill his end of the agreement. Multiple attempts to contact him through texts and calls have gone unanswered, leaving both myself and other former employees without the compensation we rightfully earned.This lack of communication and accountability not only reflects poorly on the company's professionalism but also raises serious concerns about the company's ethics and treatment of its employees. A functional work environment should prioritize fair compensation and open communication, traits that Suntrust Remodeling has unfortunately neglected.It's disheartening to share this review, as I had initially looked forward to contributing to the success of Suntrust Remodeling. However, the company's failure to meet its financial obligations and its apparent disregard for employees' concerns have left a lasting negative impression. I hope that potential employees and clients take note of these issues before engaging with Suntrust Remodeling.In conclusion, my experience at Suntrust Remodeling has been marked by unfulfilled promises, unpaid commissions, and a lack of responsiveness from the owner. I strongly advise others to carefully consider these aspects before deciding to work with or for this company.(Note: This review is based on my personal experience and observations during my time at Suntrust Remodeling. Other individuals' experiences may vary.)

  Business Response

  Date: 08/16/2023

  Clear communication between is crucial to prevent such situations, and we acknowledge that there might have been gaps in our interactions. 

  We took immediate steps to rectify the situation and pay all commissions due. The commissions that were owed to you have been processed. It is important to us that our former colleagues are treated fairly and compensated as per their contributions. 

  Customer Answer

  Date: 08/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:04/11/2023

  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.

  02/24/23: 2nd or 3rd visit by the SunTrust Remodeling salesman to sign us up for a new roof. They were proactive over signing us up, getting ** to sign up for re-roofing, getting a credit-card with "their" lender. When the rains came, we asked for a tarp -- 4 days in a row -- they never responded, despite reassuring us their ******* would be out, they would call us within an hour of us calling to ask for a status update, our customer service rep would call us within an hour, etc. They have not performed as expected; we still don't have a new roof OR any contact from them. Disappointed, angry, feeling like we've been scammed because we're elderly. This is not buyer's remorse. This is them not following through so we can't even be sure that if they came out they would do the job properly.