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:05/08/2024

  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 request a small studio remodel of a bathroom and kitchen from Renew homes innovations end of march and request it be completed by mid May. The sale was quoted and finalized at $22k on April ******. I later discovered that this did not include the majority of the items and just a shower and granite was provided included and The rest is labor and that I needed to order the rest of the items. This was not clear when I was signing for it. I reviewed the contract after I realized that this was extremely overpriced and the contract said all sales are final. The job was delayed and the guy that does the measurements did not really provide much input on the items that needed to be ordered. I was promised that the process was going to be very smooth and I would have the best customer service. After 8 different calls and no responses from ****** the guy that is supposed to coordinate the job I decided to call a manager and was able to speak to the owner. He was very rude on the phone, refused to give me a full refund and can only give me $1,700 refund for the kitchen when that was the biggest part of the project. I was told afterwards that the kitchen appliances could not be installed. Only 2 cabinets out of 5 cabinets would be installed and a lot of things were not clear about what was included in the sale. I requested several times an itemized bill and the owner refused to itemize it. I am requesting a full refund and want the job completely cancelled. The owner has refused this and wants to keep $20,300 for a shower and installation of a vanity that I had to buy. This is very unreasonable and the owner was extremely rude to me. I do not wish to work with this company anymore. This is also for a nonprofit organization so this is very unfortunate.

  

  Business Response

  Date: 05/16/2024

  Renew Home Innovations values the BBB and its continued pursuit to provide companies and consumers alike a forum for discussion and hopefully resolution. It is always our goal to provide a World Class Experience for every customer. We have helped thousands of customers to realize their dream bath throughout the ******** region. We do this by providing clear and detailed written agreements. These agreements are first reviewed by the In Home Consultant and the Homeowner to ensure transparency between both parties involved. These reviewed and then signed agreements are the very tool we use to fulfill each and every project. We then have a dedicated Production Manager who walks every project to ensure the agreement can be fulfilled and to address any questions or concerns our customer might have. the project is then commenced with the procurement of any materials necessary to complete our agreement. ******************************* was met with this exact process. She does not dispute any of this. The breakdown occurred when she made a decision to insist that she purchase some of the  materials and then have our company install.. In our signed agreement, it clearly states we would be installing Two cabinets.. She ultimately purchased much more and then expected the installation fee to be the same.. That's not fair. we certainly strive to make every customer.. There are times when we simply cannot. And unfortunately it seems that is where we are.

• Initial Complaint

  Date:08/21/2023

  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.

  I hada bathroom remodel scheduled fir November 7th of last year. That was 3 month past the time frame that they originally said it would take. On November 3rd a fire broke out in this community. I notified them to reschedule the project. Initially it did not seem that this was a big problem, but as time went on it became apparent that it would take at least a year before any work could be resumed. So I suggested to move the project to a different location. Its the same scope of work,demo and install 36 60 white standard bathtub and about 100 Sq foot of **** vinyl tile, they wanted $3000.00 dollars more than the cost of the original location. The difference is 8 miles. ********** else would have been the same. So I said that I could not do so I would have to cancel the project all together since by now it turned out there was a problem with asbestos and the insurance company refused to pay for the damages. Since then 85 units have been fenced off. People ,including me ,have not had access to their units in 8 month, no access to their belongings , personal property or anything. So after the company refused to just transfer the project to another location I send a request for a full refund bycertified mail to the owner of the company. No response. I emailed him and he said he would take a look at it. Nothing...I send another email this time he called and told me he could not refund the money because of his investment in materials that he could only use on the original project. I said ok , show me your cost And I will pay for it and pick up the material. He can't use it according to him , so why not. No, he refused and now his answer is that I was breaking the contract. He knows that a lawsuit was filed by the *** against the insurance company and we been told this could take 3 to 4 years to resolve, but this guy is trying to use this tragedy to his advantage use this as a justification to not return the down payment.

  

  Business Response

  Date: 09/15/2023

  *************************** purchased two bathrooms from our company. One bathroom was complete with no issues. The second has not been completed due to a fire in the ad joining building. It was then made notice that the building has asbestos. My challenge is I have spent over $4500 in behalf of ****************. While I certainly dont want to appear empathetic, those cannot be recouped if I simply have her money. I have offered wait until the unit is accessible or give her the materials. She declined both of those offers. So at this point,I dont know how to get resolution. 

  Customer Answer

  Date: 09/21/2023

  This is not true. They installed I shower and one bathroom at one location. They were paid for that job in the amount of $18.000.00 after completion.  The job in question is for another location  that was never even started so for him to say he spend $4500.00 is a lie. He also knows that the job in question can not be completed due to the aforementioned issues. This is just him trying to use a bad situation for him to enrich himself.  He has no integrity, no morals and is a despicable human being. 

• Initial Complaint

  Date:08/12/2023

  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.

  My kitchen was remodeled by this company. It took over a year for the project to start with very little communication. The project manager, ****, was absolutely terrible with communication. Texts and emails were ignored and never answered. I was not aware of a small balance owed, but the company did not wait until the project was finished to collect, they trapped me saying they wouldnt finish if it didnt pay (about *****). This was a drop in the bucket compared to the cost of the project. Not only did I not know about the balance, but they had the workers ask for the money, but the project manager or anyone overseeing the project. During the construction, the front of my dishwasher was damaged and I was told they were going to replace the door, but it never was. There was also several mistakes by the workers that they were not apparent about. They also never came back to pick up extra supplies in my garage, as they said they would.

  

  Business Response

  Date: 08/30/2023

  We are aware ****************** concerns and have already taken necessary step to make our customer happy. We will continue to stay in contact to ensure satisfaction is met.

• Initial Complaint

  Date:02/16/2023

  Type:Delivery 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 were told in November that the remodel would happen in Early January. It is now middle of February and we still don't have a date for the remodel starting. Every time we call we are told tile should be delivered in next 1 to 2 weeks. We are also told that there are a number of jobs ahead of us. After 3 months there should be a start date for the remodel. If we need to pick a different tile since the one selected is no longer available then just let us know. We have already paid for this thru ******** so very frustrating that we dont have a hard start date.

  

  Business Response

  Date: 03/01/2023

  We spoke to the customer. This project has been scheduled for Installation. The customer has agreed to remove their complaint once job is started