Complaints

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  You Home

  8600 Commodity Cir Ste 160 Orlando, FL 32819-9098

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  You Home

  1420 Celebration Blvd Ste 200 Kissimmee, FL 34747-5162

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:08/19/2024

  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.

  Hello good morning my name is *************************, and I am filing a complaint with the company YOU HOME. This company is about restoring KITCHENS and other construction things. On February 11 ************************************************************************************ my house was flooded, but the people who came here to my house lied to us about what this company and how it works. This company has ready charged the insurance money but they are charging me an overprice for renovating some cabinets and I do not agree and I spoke with their representative *********************** and now they want to charge me a 22% fee because I do not want to do business with them since the contract does not say the amount but they put what they think. The insurance gave another money for the mold and they still want to charge me an overprice and do work that is not needed to keep all the money that I then have to pay back to the insurance. I do not want to work with them, but it is not a serious company and they lie to people to then want to charge them a 22% fee if you do not want to do business with them. This is the actual amount of money that the insurance company gave for the repair of the KITCHEN that I have signed the checks and the adjuster sent to them, another thing was that the people who came here lied to us, that they had a warehouse for us to go see the cabinets and that was lie, you dont know or see what cabinets they are or what the price is or the labor either, its all lie, they sent me a list of very high prices that I dont agree with. I dont want to work with that company and much less pay them 22% because they want to force you to do the work with them so they can set your prices higher. thanks

  Business Response

  Date: 08/19/2024

  Dear BBB Team,
  On behalf of You Home, we are writing to respond to the complaint filed by *****************************. First and foremost, we want to reiterate our commitment to transparency, honesty, and providing excellent service to all our clients. We regret any inconvenience ****************** may have experienced, and we take any claims or concerns seriously.
  After carefully reviewing the contract signed by ****************** on February 11, 2024, we find it necessary to clarify several key points that are essential to understanding the nature of our agreement and to refute the accusations made against our company. Below, we will explain each relevant clause of the contract that addresses the issues raised in the complaint:
  1. Regarding the Scope of Work and Associated Costs (Clauses 2, 4, and 10)
  The contract clearly specifies that You Home commits to performing remodeling and reconstruction work only according to the scope of work approved and funded by the clients insurance company. This is explicitly stated in Clauses 2 and 4.
  The contract also mentions that any disagreement with the approved amount or the scope of work can be addressed through a "Good Faith ********* provided by the company (Clause 2). ****************** was notified of these terms, and according to our records, no formal objection was raised within the stipulated time.
  Furthermore, Clause 10 states that if the owner decides not to proceed with the approved work, liquidated damages equivalent to 22% of the amount approved by the insurance company will apply. This clause protects our company from losses if a client unilaterally decides not to continue with the work after securing the funds.
  2. Regarding the Selection of Materials and Price Transparency (Clauses 3 and 11)
  The contract stipulates in Clause 11 that the company will provide a "Work Authorization" detailing the material selections and final price. Clause 3 also mentions that a "Good Faith ********* will be provided to the owner once the scope of work is determined. According to our records, all these documents were provided to ******************, who proceeded to sign the contract without expressing any disagreement at that time.
  3. Regarding the Manipulation of Insurance Payments (Clauses 4, 5, and 7)
  You Home does not have the ability or intention to manipulate the amounts approved by the insurance company, as clearly stated in Clauses 4, 5, and 7. Our company only proceeds with the work according to the amount approved by the insurance company and does not perform additional work without the client's consent.
  4. Regarding Client Responsibility and Disputes (Clauses 9, 12, and 21)
  The contract states that any dispute regarding the contract must be mediated before proceeding with legal action (Clause 21). It also mentions that the client is responsible for notifying any disagreement within a specific timeframe, which did not occur according to our records.
  5. Conclusion
  We regret that ****************** feels he was misinformed or mistreated, but the contract he signed clearly outlines the terms under which we operate. We strive to fulfill all our contractual obligations and provide high-quality service. However, we cannot accept responsibility for misinterpretations or breaches by the client.
  Given all the above, we request that the BBB carefully review our contract before making any decision in this case, as we believe the accusations are unfounded.
  We are available for any further clarification.

  Business Response

  Date: 10/19/2024

  Dear members of the Better Business Bureau (BBB) and Mr. ***** ******* Domnguez,
  In response to the complaint filed by Mr. ***** ******* Domnguez, You-Home would like to provide a detailed explanation and clarify the situation based on the contractual terms agreed upon, ensuring transparency and a clear understanding of the commitments made by both parties.
  Compliance with Contractual Terms by You-Home
  Mr. ******* Domnguez signed a contract with You-Home on February 11, 2024, whereby our company committed to carrying out reconstruction work on his property located at ********************************. This contract, signed by both parties, clearly outlines the following key terms:
  Agreement on Costs and Scope of Work:The contract states that You-Home will carry out the remodeling or reconstruction work as long as the scope of the work is approved by the insurer and sufficient funds are provided to cover it. This is explicitly mentioned in Paragraph 2, which states that "the Company agrees to perform remodeling or reconstruction services on the Property as approved and funded by the Insurance Carrier." Additionally, ********* 4 stipulates that the customer is obligated to pay the full amount approved by the insurer, with the only reduction being the customers deductible.
  Notification and Disposition of Funds:The contract also stipulates that within five (5) business days of receiving the insurance funds, the customer must notify You-Home and pay for the services within five (5) days of receiving the funds. This procedure is detailed in Paragraph 7 of the contract. To date, You-Home has followed these stipulations and remains ready to complete the work as agreed.
  You-Homes Compensation Rights in the Event of Client Breach: Paragraph 10 of the contract specifies that if the customer fails to notify You-Home of the receipt of the insurance funds or decides not to proceed with the agreed-upon work, the customer is liable for 22% of the approved insurance funds as compensation for breach of the agreement. In this case, if the customer decides not to proceed and returns the checks to the insurer, it would constitute a breach of contract, potentially leading to further legal consequences.
  Analysis of the Client's Complaint
  Mr. ******* Domnguez has expressed several concerns in his complaint, including alleged "overpricing" and inadequate communication. Below, we address these points:
  Costs and Alleged Overpricing:The costs for the work were approved by the insurer and are in line with the estimates provided by You-Home, as outlined in Paragraph 2 of the contract. Consequently, any cost related to the work falls within the agreed-upon and insurer-approved terms, and cannot be considered "overpricing" if those amounts match what was authorized by the insurance company.
  Communication:While the client has expressed dissatisfaction with communication, the contract does not require You-Home to provide constant updates beyond the delivery of important documents such as the approved scope of work and funds. These steps were followed according to the procedures set out in Paragraph 3 of the contract.
  Services Rendered by You-Home:According to the contract, You-Home is ready to perform the reconstruction work professionally and within the agreed-upon parameters. At no point has You-Home refused or evaded its responsibilities. In fact, the delay in executing the work seems to stem from the clients refusal to proceed, despite having a valid contract and approved funds to complete the reconstruction.
  Conclusion: Request to Remove the Complaint
  In light of the above, You-Home has strictly adhered to all contractual obligations, including cost terms, execution of work, and communication as agreed. We respectfully request that the BBB review the content of the signed contract and consider removing this complaint, as You-Home has demonstrated its commitment to fulfilling its responsibilities, while the client appears to be in breach of his contractual obligations by not proceeding with the previously agreed-upon work.
  We remain available for any additional information that may be required and reiterate our willingness to continue the work as stipulated in the contract.
  Sincerely,
  ***** *******
  You-Home

  Customer Answer

  Date: 10/30/2024

  Hola mi nombre es ***** ******* ********* y estoy escribiendo este correo sobre la queja que le puse a la compania YOU HOME. Acabo ******* su respuesta y me convenzo que es una compania mentirosa que le mienten a los clientes desde el primer dia y ademas son unos estafadores, los clientes firman un contrato que ni te explican solos ellos cuandos los clientes se *** cuenta de la mentira ellos te arrancan 22% de el dinero, pero eso le ha pasado a mas clientes con ellos porque yo fui a sus reviews y no solo a mi me han hecho lo mismo sino a mas clientes. El seguro de la casa nos aprobo un monto total de ********* ellos me estan cobrando el 22% de la cantidad ******** dolares, pero el restante del dinero que es ******** dolares  que ellos se que*** con este dinero para hacerme limpieza del mold cuando ellos en ningun momento me explicaron nada de esto y dicen ellos que es obligado y le dije yo no estoy de acuerdo porque yo no le voy a pagar *** cantidad de dinero por cambiarme unas tablas, esta compania me llamaron para que yo le pusiera un buen reviews sin hacerme el trabajo y yo le dije no como te voy a ir a su pagina y sin ustedes hacerme trabajo ni ver el resultado. Esta compania jamas se la recomiendo a nadie son unos mentirosos, no son trasparentes y despues quieren estafarte tu dinero, ellos se debian de comunicar conmigo no yo con ellos porque yo no trabajo para ellos y jamas te llaman para atras. Yo no quiero trato con ellos mi dinero que se lo viren a la aseguradora y yo sus amenazas y chantajes no me intimi***. Le cobraron a mi seguro un sobre precio por traer unas maquinas para secar la humedad tres ***** por la prueba del mold otro sobre precio mas todo lo que me quieren quitar. El jueves pasado yo los llame a ellos el jueves de la semana pasada porque no se comunicaron conmigo y la manager me dijo que **** no me llamaron mas porque yo no quiero hacer el trabajo con ellos y le dije como ustedes no se van a comunicar conmigo si tienen mi dinero que falta de respeto y ademas no son profesionales me dijo te llamo para atras y ya hoy es miercoles y no me han vuelto a llamar, ademas queria mandarme aqui a mi casa la misma mentirosa ********** Lebru y le dije que no y despues a ****** ***** el manager y le dije que no venga hacerme perder el tiempo, y todavia estoy esperando la llamada. MUCHAS GRACIAS

  Business Response

  Date: 11/05/2024

  Dear BBB Team,
  On behalf of You-Home, we reach out to affirm our commitment to transparency and integrity in service delivery and to clarify the facts regarding ****************** case.
  Documentation and Evidence of Informed Consent
  As a preliminary demonstration of our compliance and transparency, we are submitting the mold remediation estimate and the signed contract from Mr. ******** This documentation serves as proof that Mr. ******* was fully informed and in agreement with the scope and costs of the services provided.
  Mold Remediation Contract and Estimate: This signed contract details the services to be provided, including mold remediation and preparation of affected areas, along with the costs, equipment, and labor involved. By signing the contract, Mr. ******* expressly acknowledged and accepted the nature and cost of the services in the estimate, establishing a binding agreement that outlines mutual responsibilities and agreed-upon financial commitment.
  Rebuild Contract: The signed rebuild contract further specifies the repairs to be completed in the kitchen, along with terms and conditions mutually agreed upon by both parties. This agreement confirms that You-Home not only adheres to industry standards but also operates in strict compliance with approved terms.
  Rebuild Estimate and Scope of Work: To address the clients needs and ensure satisfactory project completion, we have extended the work scope with specific adjustments that exceed usual standards, underscoring our commitment to Mr. ******** satisfaction. This expanded scope is reflected in the attached documents, which were also reviewed and accepted.
  Commitment to Completion and Client Satisfaction
  You-Home reaffirms its commitment to complete the project in adherence to the contract terms and under a collaborative environment. Having implemented the necessary adjustments, we are prepared to perform the agreed-upon services professionally and thoroughly. Any suggestion that our company operates outside of standards or misleads clients is inaccurate and unfounded, potentially serving as an unjust attempt to discredit our professional integrity.
  Final Proposal for Resolution and Release
  To conclude this matter definitively, we are submitting a final proposal incorporating the agreed-upon adjustments. This proposal specifies that, upon satisfactory completion of the work, Mr. ******* will release You-Home from any further claims related to this project. Additionally, we request that Mr. ******* provide an updated review on BBB reflecting his satisfaction level, enabling closure of this matter.
  This response, along with the attached documents, demonstrates You-Homes good faith and commitment to act transparently and within the law. We respectfully request that the BBB review these materials as evidence of our ongoing commitment to a fair and satisfactory resolution.
  We are available to provide any additional documentation or clarification needed. ***

  Customer Answer

  Date: 11/11/2024

  HOLA MI NOMBRE ES ***** ******* Y ESTA ES MI RESPUESTA SOBRE LA COMPANIA YOU HOME. YO FIRME UN CONTRATO CON ELLOS SI PERO ELLOS NO TE EXPLICAN LOS PASOS DEL CONTRATO SOLO VIENEN A CASA DEL CLIENTE A MENTIRLE, YO NO QUIERO DESACREDITAR A NADIE PERO ES LA VERDAD Y SE TIENE QUE DECIR PARA QUE NO ENGANEN MAS PERSONAS Y LE HAGAN FIRMAR CONTRATOS SIN EXPLICARLES LOS ACUERDOS. OTRA COSA QUE SEPAN LOS CLIENTES JAMAS TE LLAMAN PARA DARTE PRESUPUESTO, SOLO CUANDO SABEN EL MONTO DE DINERO QUE TE APRUEBA EL SEGURO PARA ASI COBRARTE TODO EL DINERO. NO SON TRASPARENTE NI SERIOS Y YO NO QUIERO TRATO CON ELLOS, YA LO HE LLAMADO PARA DECIRLE QUE NO QUIERO TRABAJAR CON ELLOS QUE COBREN LA PENALIDAD DEL CONTRATO Y AHORA ME DICEN QUE TENGO QUE MANDAR UN CORREO Y DANDO TIEMPO NO SE A QUE. ESTA COMPANIA NI ES TRASPARENTE NI SON DE CONFIAR. GRACIAS

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22163071
  
  I am rejecting this response because:

  HOLA MI NOMBRE ES ***** ******* Y ESTA ES MI RESPUESTA SOBRE LA COMPANIA YOU HOME. YO FIRME UN CONTRATO CON ELLOS SI PERO ELLOS NO TE EXPLICAN LOS PASOS DEL CONTRATO SOLO VIENEN A CASA DEL CLIENTE A MENTIRLE, YO NO QUIERO DESACREDITAR A NADIE PERO ES LA VERDAD Y SE TIENE QUE DECIR PARA QUE NO ENGANEN MAS PERSONAS Y LE HAGAN FIRMAR CONTRATOS SIN EXPLICARLES LOS ACUERDOS. OTRA COSA QUE SEPAN LOS CLIENTES JAMAS TE LLAMAN PARA DARTE PRESUPUESTO, SOLO CUANDO SABEN EL MONTO DE DINERO QUE TE APRUEBA EL SEGURO PARA ASI COBRARTE TODO EL DINERO. NO SON TRASPARENTE NI SERIOS Y YO NO QUIERO TRATO CON ELLOS, YA LO HE LLAMADO PARA DECIRLE QUE NO QUIERO TRABAJAR CON ELLOS QUE COBREN LA PENALIDAD DEL CONTRATO Y AHORA ME DICEN QUE TENGO QUE MANDAR UN CORREO Y DANDO TIEMPO NO SE A QUE. ESTA COMPANIA NI ES TRASPARENTE NI SON DE CONFIAR. GRACIAS

   

  Translated by BBB Staff

  HELLO, MY NAME IS ***** ******* AND THIS IS MY RESPONSE ABOUT THE YOU HOME COMPANY. I SIGNED A CONTRACT WITH THEM YES BUT THEY DON'T EXPLAIN TO YOU THE STEPS OF THE CONTRACT THEY ONLY COME TO THE CUSTOMER'S HOUSE TO LIE TO THEM, I DON'T WANT TO DISCREDIT ANYONE BUT IT'S THE ***** AND IT HAS TO BE TOLD SO THAT MORE PEOPLE DO NOT DECEIVE THEM AND MAKE THEM SIGN CONTRACTS WITHOUT EXPLAINING THE AGREEMENTS. ANOTHER THING THAT CUSTOMERS KNOW, THEY NEVER CALL YOU TO GIVE YOU A QUOTE, ONLY WHEN THEY KNOW THE AMOUNT OF MONEY THAT THE INSURANCE APPROVES YOU IN ORDER TO CHARGE YOU ALL THE MONEY. THEY ARE NOT TRANSPARENT OR SERIOUS AND I DON'T WANT TO DEAL WITH THEM, I HAVE ALREADY CALLED HIM TO TELL HIM THAT I DON'T WANT TO WORK WITH THEM WHO COLLECT THE CONTRACT PENALTY AND NOW THEY TELL ME THAT I HAVE TO SEND AN EMAIL AND GIVING TIME I DON'T KNOW WHAT. THIS COMPANY IS NEITHER TRANSPARENT NOR CAN THEY BE TRUSTED. THANK YOU
  
  Sincerely,
  
  ***** ******* *********

  Customer Answer

  Date: 11/12/2024

  HOLA BUENAS TARDES MI NOMBRE ES ***** ******* Y ACABO ******* LA RESPUESTA POR PARTE DE LA COMPANIA YOU HOME. ELLOS NO SON LOS QUE HACEN LOS AJUSTES DEL PRECIOS  SINO UNA AJUSTADORA, OTRA COSA ADEMAS VIENEN A TU CASA Y TE MIENTEN Y NO EXPLICAN EL CONTRATO ANTES DE FIRMAR PARA BENEFICIO DE ELLOS Y PERJUDICAR AL CLIENTE. AHORA ME MANDAN UN CORREO COMO QUERIENDOME CHANTAJEAR QUE YO ESTOY DE ACUERDO CON ELLOS PARA ELLOS CANCELAR EL CONTRATO Y QUE SE SOLUCIONO EL PROBLEMA Y ESO NO ES CIERTO YO CON ELLOS JAMAS HE LLEGADO A UN ACUERDO NI NADA, ADEMAS EL DINERO DE LA REMEDIACION NO ENTRA EN EL 22% QUE ELLOS QUIEREN COBRAR ES SOLO EL DINERO DE EL ARREGLO DE LA COCINA . ESTA COMPANIA NO SE LA RECOMIENDO A NADIE NI SON SERIOS NI TRASPARENTES, REPITO YO NO HE LLEGADO A NINGUN ACUERDO CON ELLOS SOLO QUIERO TERMINAR CON LA  COMPANIA YOU HOME. LA QUEJA QUE SE LA REFLEJEN EN SU PAGINA PARA QUE NADIE TENGA LA MISMA EXPERIENCIA QUE YO CON ESTA COMPANIA. GRACIAS