Complaints

This profile includes complaints for Installation Made Easy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Installation Made Easy, Inc.

  Dawsonville, GA 30534-3274

• 

  Installation Made Easy, Inc.

  125 Townpark Dr NW Ste 300 Kennesaw, GA 30144-3231

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:10/24/2023

  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.

  On April 3, 2023 I purchased custom blinds through a consultant, ***********************, that was sent by the local ****** store. On May 3rd an installer, ******, came out to install these blinds. The valance was the wrong measurement and the blinds did not slide up and down or open and close. Additionally, these blinds were for a window 8 feet up and there was no lever long enough to operate them (if they actually worked). ******, said he would take note of this and someone would be in touch with me. In the meantime, he took my original blinds (that worked), and left the new broken ones up. Several days passed and no one contacted me. I called several times to report the broken blinds. Every time I was sent to "Customer Solutions", but no one answered. I also left a couple messages. No one followed up. No one could advise when or if new working blinds would be made and reinstalled. I went to the local ****** in July and spoke to the manager there. He tried to cancel the order but had the same issue - he couldn't get a hold of anyone and no one followed up. Since he wasn't able to resolve the issue because he also couldn't get anyone to call me, the ****** manager advised I file a chargeback claim with my credit card company for the original payment. An Installation Made Easy supervisor called about a month after the chargeback to see if there was anything she could do. It was the first time I had someone call me back to help. At this point, I told her I didn't feel comfortable moving forward since I couldn't reach anyone. She said she understood and would cancel out my order. A couple months passed and I'm now getting several texts, emails, and calls asking for the balance payment. I never received a working product. In all, I have spoken to about 12 or more different people at Installation Made Easy about this issue. No one seems to be able to resolve it. Now I'm being harassed for payment. CLOSE THIS ORDER AND DO NOT CONTACT ME FOR PAYMENT AGAIN!

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising 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.

  Installation made easy sent a unprofessional crew to my home . They ruined my tile and did a horrible job. They scratched my new countertop, they left bare wires from new light fixtures because they sent an un licensed electrician to disassemble the under cabinet lighting . *** tried on many occasions to contact them seeking help. The only response Ive been given is that they do mediation with the contractor that they sent . I deserve a full refund and compensation for the damaged tile and reimbursement for the licensed electrician I had to hire to repair the damaged wiring caused by the unlicensed installer.

  Business Response

  Date: 10/10/2023

  IME is aware of the open claim with ***************, we have been in communication regarding requested documentation to move forward with her claim.  Once we have the requested information, we will review the customer's request to resolve. 

• Initial Complaint

  Date:10/06/2023

  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.

  February 14th, I contacted ****** executive team to assist me with information that was provided to me by a ****** employee about how to purchase a countertop. I followed all instructions to a tee and unfortunately, I am left with a countertop I did not choose. It has been over six weeks in which I have been passed back and forth because no one wants to accept responsibility. I was misinformed not once but twice, once by the associate at ****** who told me samples would be brought to my house to select my countertop and a second time by the person who came to measure my countertop. There were no samples, and there was no opportunity to select a countertop online. I was shown a countertop on an iPad which is not even close to the one that was delivered.. I never received any paperwork that listed the name of the countertop I selected on the iPad. After you have read the entire story, I was told there are no samples however after visiting ****** I picked up three brochures that had sample countertops. I would also like to note that when the guy came and I asked where the samples were, and he said he did not have any he should have stopped the project and allowed me to go to the store and pick one out. He did not do that, instead he pulls out an iPad and has me choose from what he showed me. Why would any consumer pay for something they did not order. More importantly why will no one take responsibility for this unfortunate situation that I have been put in. Do you know how much this situation has caused me unnecessary stress and grief. Shame on you both for dragging this out. Shame on ****** for dragging this out with no resolution. I was given a selection of three new countertops but never informed of increase in price. They are charging me over $1000 more than quoted without informing me of an increase and are threatening me with collections.

• Initial Complaint

  Date:06/23/2023

  Type:Order 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.

  While shopping at BJs I was approached by an employee who convinced me to let BJs help facilitate connecting me with a contractor for home improvements. I researched my contractor BBB, YELP while they were in my home and during my rescission period and I signed a contract with on 11/24/2021, paid my deposit, and set up for measurements. About 72 days later, on 2/5/22, I started getting calls from ************ in *******, **. Initially I ignored the calls thinking it was some kind of spam call. When I read the message, it stated the call was from BJs and to call 877.BJS.4747 and to login to my projects and follow the instructions to review and sign the sale contract and notice of right to cancel, and to call if I need assistance. I called the contractor who confirmed I had to sign this additional contract to activate the warranty and BJs was guaranteeing the work and warranty just in case of an apocalypse. He also said IME changed their requirements and protocols of what paperwork had to be submitted for the project after my contract was submitted on November 24, 2021. None of this sounded like a logical explanation or, frankly, the truth. From 2/5/2022 until 5/24//022, I continued to get almost daily calls from IME, however, when I would ask to speak with a supervisor, I would get the runaround and hang up even more frustrated that I could not get the answers of how IME became involved in my project 72 days after I signed the contract with my contractor. I have yet to get the answers to my questions, the conference call with IME and the contractor, and access to any and ALL paperwork regarding work order#********-7, including the signed authorization giving IME permission to contact me, the modes of contact, and permission of access to my personal information and transaction.

  Business Response

  Date: 07/06/2023

  
  
  To: Better Business Bureau
  Re: Response of Installation Made Easy,Inc. to Better Business Bureau Complaint by *************************; BBB Complaint Number 20226723.
  Dear Better Business Bureau
  This law firm represents Installation Made Easy, Inc. (***) and the following is to respond to the complaint lodged with your agency by ******** consumer *************************. At the outset, on behalf of ***, we apologize for any confusion *** may have contributed to in connection with the transaction between ************* and ******** contractor Ameritech. That said, in order to fully respond to the assertions made by ************** in her complaint against ***, it is important to at first explain what *** is (and is not) and what *** does (and does not) do.
  *** is national contractor referral service that, pursuant to its contractual arrangements with certain retailers, provides customers of those retailers referrals to fully vetted and insured local contractors to provide installation services in connection with home improvement products purchased from those retailers. Through this program, the customers contract directly with the referral contractors and, in addition to the referral service, *** also provides project management software and payment management services for both the customer and the referral contractor and *** maintains a call center to assist the customer with any issues they might have in connection with their installation services. In addition, in certain markets and certain retail locations, *** referral contractors provide sell, furnish and install services for larger home improvement products such as roofing, windows and siding,through which the contractors themselves actually provide both the goods and services purchased in the transaction.
  According to **************, she was solicitated as a Member of the BJs ************** by an *** referral contractor, Ameritech, to inquire if she was interested in purchasing replacement windows and doors for her residence. As ************** was a BJs Member and as she was solicited by Ameritech for a project that was originally planned to be purchased and sold through the *** referral program for BJs and its Members, Ameritech entered ************** contact information into **** project management software and Ameritech created certain of the pre-sale documentation for ************** proposed window and door transaction within **** project management software. In November of 2021,unbeknownst to ***, ************** purportedly signed a contract with Ameritech outside of **** project management software and thus outside of the ***/BJs Program for the purchase and installation of replacement doors and windows for her home. For reasons not quite known, Ameritech eventually reported Ms. ***************** of her purchase of the goods and services from Ameritech as a pending sale in the *** system. Upon that notification from Ameritech, *** began its attempts to communicate directly with ************** to obtain her signature on certain contract documents *** provides to its referral contractors and to assist ************** with payment options for her contract with Ameritech. While ************** correctly states that there were numerous attempts by *** to communicate with ************** during the period between February and May of 2022 to obtain those contract documents and arrange for payment management services,************** has failed to tell the BBB that there were numerous actual telephone communications between *** and ************** during that period during which *** Associates attempted to respond to ************** numerous issues regarding her transaction with Ameritech. Ultimately, ************** decided to cancel her transaction with ********* and upon receiving notice of said cancellation, *** ceased its communications with ************** about her contract with Ameritech. To be very clear, the only personal information of ************** that was provided to *** was information provided by ************** herself to Ameritech, which in turn was entered by Ameritech into **** project management software so that *** could process ************** contract with Ameritech through the ***/BJs home improvement process. *** did not have a contract with ************** and *** has had no involvement whatsoever in any legal proceedings between ************** and Ameritech since and/or in regard to ************** cancellation of her home improvement contract with Ameritech.
  In sum, in response to the question raised by ************** in her complaint to your Agency, the only opportunity that Ameritech had to solicit ************** or any other BJs Club Member in a BJs Member Warehouse location was pursuant to Ameritechs contractual relationship with *** pursuant to which ********* was authorized to solicit and/or accept referrals for BJs Members home improvement projects. As *** manages BJs home improvement program nationwide, any BJs Members home improvement project arranged through that program is managed and processed by ***, and therefore, *** has the customers contact information as a result. As *** manages that BJs program, *** was authorized pursuant to both its contracts with BJs and **** referral contractor Ameritech to contact the customer in furtherance of this, or any other BJs Members home improvement project solicited by or contracted with an *** referral contractor through the program.
  We hope that this fully responds to the complaint filed with your Office. As ******** consumers are the very same *** retail partners customers that *** and its referral contractors serve, it is always **** practice and its value proposition to both its retail partners and those customers to provide the very best services possible. Your Offices consumers are **** customers and *** is as dedicated as your team is to assuring those customers are served properly. On behalf of ***, we once again apologize to ************** for any confusion she may have had in regard to her transaction and *** remains disappointed that she chose to cancel her transaction through the ***/BJs Home Improvement Program.
  Sincerely,                                                                                                                       ****** Mediation & Business Law LLC
  ******************************;                                                                                                          

  Customer Answer

  Date: 07/12/2023

  Thank you for your apology, however, unfortunately, it is too little, too late. I need a fair resolution to this situation. My sincere hope is to ensure that another consumer doesnt have to go through the unnecessary drama (through no fault of my own) that I am still going through with getting windows and doors installed in my home. Our communities dont deserve to have these types of companies creating situations such as mine, setup in our local BJs preying on unsuspecting members. *** had other home projects done through private contractors and they all went well without a hitch or a 3rd party. I sat thru 3 presentations with 3 different salespersons at my home for over 2 hours each with **********************************, and *** or **** involvement was never mentioned nor was there any paperwork presented mentioning **** involvement. It would have been nice to know about *** on November 24, 2021, when I signed my contract with Ameritech, because rest assured, I wouldve checked the BBB site and found that *** has an unfavorable rating and would have declined to do business with Ameritech and *** immediately. I vet all companies during the negotiation process. Favorable ratings with BBB, Yelp, and the like, are paramount in my decision to do business with an unknown company. 

  You mentioned in your response that my project was originally planned to be purchased and sold thru the *** referral program.Planned by whom and why was I not informed of this?  I need to see in writing where I agreed to do business with *** and agreed to have *** ******** me and send me additional contracts outside of the contract with my Contractor. What was the trigger for *** to contact me on or around February 5, 2022? I would like a copy of this triggering document, event, or action.  *** and their referral contractors have a duty to the public to be transparent about the process to avoid confusion. If I was offered something in writing very similar to the first paragraph in your response to BBB would have sufficed back in February 2022.  *** nor Ameritech offered an explanation even remotely close to your response. Your customer service representatives should be trained to use the same verbiage in your first paragraph when they are asked by customers to explain **** involvement in their project. I assure you I made several attempts to get answers of why *** was getting involved 72 days after I signed the contract with Ameritech. What would have happened if my product was installed before the 72 days?  Would you have asked me to still sign additional contracts?  The simple questions I asked of your *** staff and ***************************** & ******************* of Ameritech were why wasnt all contracts presented to me at one time on November 24, 2021, what is **** involvement in my project, what was the trigger to have *** robocall me and why would I sign because I dont feel comfortable signing another contract with a rescission component this late in the game, as I feel at a disadvantage because *** has a D rating with BBB AND the *** contract has a rescission component that I would not be able to exercise my right to rescind since the *** contract was presented to me 72 days after the Ameritech contract (with a rescission component)was presented, and that rescission period had ended. This appears to be an unfair and deceptive business practice. *** reps consistently told me I could not move forward with the project until I signed the *** contract. This appears to be fraudulent inducement or coercion.  I spoke to *** staff members and managers and no one was ever able to connect a conference call between ***, Ameritech and myself to resolve the confusion and answer my questions. The most appalling part is your managers chose to work/collude with Ameritech against me. *** accepted Ameritechs narrative of my position, despite the conversations that I had with *** CSRs, **** Manager of the ************ *********************, and your Regional Manager, *****************************. I insisted notes be notated in your *** portal of my concerns. No one from *** followed up with me to be clear of my position. No one could answer or refused to answer the simple questions posed earlier in this correspondence. ***************************** claimed *** had made a change in their procedure, which prompted him to enter the transaction in the portal late.  Is this true, if so, I request to know what the exact change was, when was it officially implemented, and how did it affect my transaction, in particular? Let's be clear, I absolutely still wanted ******************** and desperately need them now. However, all the gas lighting, dodging and unsavory business practices left me exasperated, I totally lost confidence that I would be treated fairly by all companies involved, and it appears I was right.  I had no other recourse but to say I want to cancel since I was being toyed with,ignored, invalidated, and not treated as a valuable customer. I absolutely did not want to sign another contract, 72 days later. I have included some of the correspondence Ameritech provided from *** regarding my transaction. Clearly,it isnt everything and you can clearly see the disjointed and fragmented conversations to help **** and Ameritechs narrative of the situation and their attempt to discredit me. I wanted a fair and equitable resolution to the egregious error made by Ameritech and/or ***. Its shameful there was never a full-fledged attempt to come to a fair and mutual agreement with all parties. Ameritech and *** collectively decided I was not worthy! I have included some notes I recorded of when I spoke to *** personnel. *** continued to robocall me everyday, on purpose, knowing they had not done their due diligence to connect me by conference call to Ameritech and *** to explain this debacle and to answer my questions.

  
  Furthermore, if ***************************** of Ameritech used **** management software to enter my project, how did *** lose track of it for 72 days? What kind of checks and balances does *** have that my project was missed in your month end closing for November and December of 2021, year end closing for 2021, and then missed again in the 2022 New Year? I never decided to cancel my contract with Ameritech. *** and Ameritech backed me in a corner where I could only sign an additional contract with another contractor (***) or cancel,which would enable Ameritech to weaponize their contract against me. I declined **** contract and sent over rescissions to all parties, including *** on March 23, 2022 and April 23, 2022. (Copies attached). And *** absolutely continued to robocall me almost daily from 4/26/2022- 5/24/22. (Copies of robocalls attached). Were any of these actions/situations under my control or a result of anything I did wrong?
  
  Based on the emails, it appears that Ameritech and *** conspired against me regarding my transaction and neither company did their due diligence to unravel the mess the two companies created, unbeknownst to me, the innocent consumer, who was patiently waiting for the installation of her products until *** intruded on the transaction 72 days later, without giving me a single document in writing, (despite many requests) with my signature stating *** is allowed to have my personal information, financial information, project details with Ameritech and authorizing *** to robocall me despite being on the DO NOT CALL REGISTRY since ****. Isn't your company required to double check the DO NOT CALL LIST prior to robocalling people? I am still waiting to see the triggering authorization document. Presenting this document on February 8, 2022, or shortly thereafter, would have prevented this entire debacle. Is there a reason why none of the *** Managers thought to do to introduce the document to me to help quell or calm the situation? Again, please explain to me what I did wrong to warrant this situation.
  
  The whole transaction was so bizarre, therefore, my neighbor setup an appointment with Ameritech the end of February, 2022 that I attended, just to see what I missed during my three presentations and there was no mention of *** in her presentation either.Again, there seems to be a lack of training and/or transparency for both companies and the consumer is hurt in the end, while Ameritech and *** continue to partner and/or collude to try and force customers/consumers to pay the price for the failures of their systems/ work portals, workflows, and lack of communication and transparency.
  
  Now that we are all armed with more information regarding this ill-formed relationship between Ameritech, ***,and me, what in your opinion ****************, (from ***'s standpoint) would have been a fair outcome for me as the innocent consumer, just waiting patiently for her products to arrive for installation, and then a new contract and new contractor is sprung upon me 72 days after the initial contract was signed? What should have been the remedy proposed back in February or March of 2022,(besides signing the additional contract) that would have been advantageous to me, the innocent one, and not just Ameritech and ***? 
  
  It is my sincere hope that *** will do the proper investigations to figure out how such an egregious error was overlooked for so long and explain to me and the BBB, how I, the customer, became the problem and enemy of Ameritech and ***'s contractual relationship.
  
  I again, sincerely ask for a copy of the document(s) I signed giving *** permission to impose on my transaction with **********************************, to robocall me over 30 times asking me to sign a contract with a worthless and ineffective," rescission component, and to have access to my personal, financial, project details. I look forward to your honest and sincere response to my questions and I look forward to receiving the documentation I've requested many times from *** and Ameritech that should explain why I was being solicited to sign additional contracts with Installation Made Easy, a ******** Contractor, Registration#***** expiring 12/30/2024.
  

  
  

  Customer Answer

  Date: 08/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. All parties have mutually agreed to resolve and settle all claims and disputes, therefore, I respectfully ask to withdraw my complaint# ******** with the BBB in *******, **.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/08/2023

  Type:Product 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.

  Hired Character Remodeling through IME (recommendation/partner for ************** Initial scope of work/job was not completed and concerns about installation were not addressed after we raised them to ****** (Character Remodeling); contractor admitted when we pointed out dips in the flooring and concerning areas that it was likely due to improper installation -- he stated he would not fix it. After the flooring was installed, we had a leak in our laundry room due to negligence from the crew, causing significant damage. We immediately addressed with the contractor and he stated that they would take care of the situation and damages and admitted negligence.Received a release form from IME; we did not sign. Called IME to discuss -- spoke with *******************************. Advised we could modify language. Sent language to IME No response. Opened insurance claim to address the damage done from the flooding.Then noticed several places where boards were beginning to separate and warp. Called IME who shared our contract was officially closed, which waived our installation warranty -- release form was processed without our knowledge or consent. Our flooring throughout the whole first floor of the house is beginning to separate at the seams, warp, etc. Inspector sent by Installation Made Easy validated that the flooring was installed incorrectly, resulting in the issues we have been trying to resolve. Installation Made Easy received copy of inspectors report. Spoke with IME (***********************) on May 26 to explain full situation -- she advised that while the balance was waived for the incomplete work, our warranty was not waived and the installer should be held responsible for the improper installation. Got email from **** stating that they would not hold the installer responsible for the improper installation unless we paid the remaining balance for the incomplete work from the original scope of the job. Attempted to call and email **** to discuss further; no response.

  Business Response

  Date: 06/27/2023

  We are actively reviewing the customers information and her request to resolve her concerns.  We have received the inspection report from the customer and have been communicating with customer care and the provider. 

  Customer Answer

  Date: 06/27/2023

  You can see from the attached document and original SOW that our remaining balance was due to the contractor upon satisfactory completion of work.

  We raised concerns about the installation and incomplete work right away and the contractor refused to address either. The inspection report now confirms that our concerns were valid. 
  

  The con tractor did not hold up his end of the contract he did not complete work and refused to address our installation concerns, putting him in breech of our agreement. 
  

  We would like a refund on the amount we have paid for labor since the contractor refused to address our concerns, and him to reimburse us for the flooring material we have purchased to date. His installation ruined the flooring, breaking all of the seams, and we must rip up and replace everything, due to his negligence and poor workmanship. 

  Business Response

  Date: 07/05/2023

  IME and Character remodeling are actively working to resolve this customers complaint.  We have been communicating with the provider regarding options to resolve the concerns and will be bac in contact with the customer once we have had the chance to review all the information. 

  Customer Answer

  Date: 07/05/2023

  We would like a full refund for the labor we paid for and to for the material that we purchased, as the contractor ruined all of the flooring with his/his crews negligent and improper installation.

  Receipt for cost of materials is attached. 
  

  Labor paid to date: $3316.96

  Total desired refund for labor and ruined materials: $7528.66

  Business Response

  Date: 07/10/2023

  We have received the requested resolution from the customer and are working on a settlement agreement.  We will be back in contact with the customer once we have an offer composed. The customer should expect a response within the next 5 business days

  Customer Answer

  Date: 07/10/2023

  Expect that IME calls me with details of settlement and when we can expect to see a refund. Phone number is ************. 

  Business Response

  Date: 07/10/2023

  A release agreement has been emailed to ****************** regarding settlement per her request. 

  Customer Answer

  Date: 07/13/2023

  The release agreement needs to be modified, as the material they offered to purchase as part of the agreement is no longer available.

  I have reached out several times and IME is no longer responding. 
  

  This remains open and the company has not returned my calls or emails to finalize a settlement. 

  Business Response

  Date: 07/17/2023

  We have sent the customer an updated release on 7/13 and are waiting a response back from the customer on if she is in agreement with the offer that was sent to her. 

  Customer Answer

  Date: 08/04/2023

  Complaint: 20161129
  
  I am rejecting this response because:

  Hi,

  Im inquiring about a complaint that has now been closed with Installation Made Easy.

   

  Original complaint number is 20161129.

   

  We have been in communication with IME and working on navigating the terms of a settlement. 

   

  Right now, this is still outstanding, as they are requiring that we completely remove our complaint with the BBB, which are do not agree with, given that engagement with your organization was the only way we were able to get any response or input from IME. 

   

  Is it possible to re-open this case until we can resolve this issue? 

   

  Thank you. 

  
  Sincerely,
  
  *****************************; 

  Business Response

  Date: 08/07/2023

  A settlement release was sent to the customer 7/31 regarding the request for resolution.  The customer emailed on Friday 8/4 looking for a revision to be made to the release.  That request was sent to our attorney and the new release was sent to ****************** this morning for review.  We will await the customers response.  Until the fully executed agreement is back from the customer, we are unable to provide the customer the compensation that she requested. 

• Initial Complaint

  Date:05/01/2023

  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 purchased flooring, quarter round, and moulding from Floor and Decor located in Brookfeild ********* and an individual named **** that works for the 3rd Party installer that Floor and Decor works with to install the flooring, quarter round and moulding came to the house to assess the home for a quote. From this quote all of the required materials are built and then subsequently invoiced to the purchases, me. The quote took place on April 12th 2023 at 11am. April 14th the quote was made available, and I spoke with one of the owners of Installation Made Easy, ***********************, over the phone. We discussed pricing as initially his quote was for over $6 per sqft and I had to option to use another installer for $3 per sqft. He graciously lowered his price. I signed and agreement and paid half of the total cost. Total cost amounted to $6734.00; payment of $3367.00 was remitted to the company with the other half due after the installation was satisfactorily complete. The install date was set to occur Wednesday April 26th 2023. The installation company assigned to the job was "C&H Installation Group LLC" ************. The crew arrived in an unmarked van and 4 people got out. ***** was the lead and she stated that 1/4" plywood needed to be laid. I disagreed due to the increased cost of $3600 but ultimately agreed to the recommendation. I stated I would purchase the materials at ********** and then invoiced for the additional labor. She became irritated and agitated. ***** and I shared several calls with ***********************, Ultimately ***** and her crew walked off the job. The cut my 12ft sections of moulding into pieces at the ****** store, subsequently destroying much of it, did not leave the quarter round and did not leave the transition strips I purchased at my residence.

  Business Response

  Date: 05/15/2023

  A signed sales contract for work was signed, due unforeseen sub floor issues the installer was not able to proceed without the sub floor issues taken care of.  The customer did not want to pay the additional charge for the sub floor work based on the estimate that was provided to the customer.  The customer was refunded her ****************** deposit on 5/1/2023 and advised the moldings are not damaged but cut in different lengths because they cannot be transported in 12 ft lengths.  

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19990884
  
  I am rejecting this response because: I did offer to pay for the subfloor correction however the installer was dissatisfied and decided to walk off the job. I had offered to go to ********** to purchase the materials and then Installation Made Easy was to bill me for the installation charges. But the installer onsite wanted cash, which i was not willing to do. The installer took the quarter round and the bullnose piece intended for the stairs a total cost of approximately $345.00. In the two attached photos, you can see that the lengths of the pieces are randomly chopped, the edges are messy in addition to many pieces gauged and damaged. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 hired re-bath installations made easy from Lowes to remodel my bathroom. From there it was all a disaster. The sales agent who came to my home helped me design a he whole bathroom, wrote up a contract in pen, and got me approved for Lowes credit card. For over $12,000 I expected a bathroom remodel. I later discovered they only thing they would do is the shower! I had already paid half up front. When they came to install they glued the shower walls on top of rotting 2x4s, installed the shower valve upside down and left me without a shower for months on a job that was guaranteed to take 3 days. When I complained to the owner of ReBath he told me to shower outside with the hose among other insulting statements. They also glued the walls with a huge gap and not plumb. They never installed the glass door I was promised in my contract. I had to hire a contractor to rip out the old shower and install the new bathroom for me. They still have my $6000+! I contested it on the Lowes card, filed complaints, have been in contact with Lowes corporate and no one is helping me. I should not have to pay over $6000 for this mess. They took advantage of me and there has been no recourse for their actions.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 went to Lowes Home Improvement In ********** ** and purchased countertops. ***** contacts they installers to come out and take measurements of my counters. Then sent the countertops to a business that cuts them. The installers which is Install Made Easy install my countertops and put unnecessary wholes in my wall and told me this is something that normally happens. So I had other concerns such as the countertop was uneven and had gaps in them, along with the seams not being line up. I been in contact with ************************* which closed my account claim on the holes in the wall and said this was there previously, although I explain and show pictures, she said there was nothing she can do at this point. I called corporate and they I can speak with a manager, and they referred me to *************************** which I feel isn't a real person because every time I called they said they don't have anyone here by that name. Then I get put on hold and told she is in a meeting . I did speak with her one time which was to show pictures of the uneven countertop and how it wasn't flush up to wall as it supposed to been. **************** said she will get back to me within 48 hours and I haven't heard from them since. I need help with this badly, I contacted Lowes Home Imp[rovement store in ********** ** because this is where I started from since January 7, 2023 and left a bad review for them. ****************************************** are the company that cut the countertops ************. Lowes customer service ************. My account number because they can't find me by phone number is 1/33428796-2. My name is *********************** ************

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 purchased a roofing service through Lowes. I paid over $14000 for this service. They did a great job on the roof. However, I did not pay for them to not use a ladder pad to protect my gutters from damage from their ladders. My husband called the *** to report the gutter damages. They said theyll open up a case and asked us to send photos. We sent photos of the gutter damage by email on March 7th. *** sent a man out to replace the damaged gutters. However, he did not repair all of the damaged gutters. Again, my husband called *** and told them that they didnt finish the repair work. The service representative said that she would reopen my case. They also ordered 6 more packages of roof shingle than what is necessary. We asked them to please come pick up all of the extra shingles and to refund us for those extra shingles that werent used. They told us that they always order extra shingles for all of their jobs and it wouldnt effect the cost of the job whether they took them back or not. I find that very hard to believe. Today, April 20, I received an email saying that our request was denied. I would like them to pick up the shingles, reimburse me for those extra shingles, and repair the last bit of gutter damage.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 ordered countertops from Lowes for installation. I selected my materials, was given a quote, and paid 25% down. I received no communication with scheduling the countertops. They subcontracted out to a local company. This local company had us removed all of our countertops so that they could measure the kitchen and create an order for the countertops. We told ******* what we wanted. The only thing we needed to do was to level the new cabinets that we had installed. They came on 12/5/22 to install the countertops. We were told it would take all day to do. When I was finally informed that they had completed the installation, it was clear that there were two pieces of backsplash missing. The subcontractor admitted that he must have missed those and said he had measured the pieces to get ordered. Was told the office would reach out to get it resolved. No one ever reached out. The person who was our original *** was fired. I finally got in touch with someone who tried to say this was our fault, but that matching the pieces would be difficult. I started working with Installation Made Easy to get these pieces acquired. No progress was made for two months. The *** for IME told me she couldn't do anything further and I had to file a warranty claim. I did this in February. The claim person assigned my account was fired. The new *** refused to communicate. I had to go through ***** **************** after a month just to get her to answer the phone. I immediately asked for a supervisor (March 16th). Was told **** was a supervisor. Was told she had reached out to the regional manager for Caesarstone and would contact me by the end of the day on March 17th. She also ghosted and refused to answer all emails and phone calls. Today, I have given up. My kitchen is still incomplete and no one will fix this matter because no one will respond.