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:08/30/2024

  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.

  A contract was signed with Legacy Renovations on 5/4/2024 with work that began somewhere around the second week of July. A total of $117,514.99 has been paid to date. As a senior citizen, I have concerns that the physical environment is unsafe. Furthermore, the overall quality of workmanship is poor. Below are issues that have yet to be ***************: 1) The bath to living area floors are not level and full transitions have not been installed. I have already experienced a trip/fall entering the master bathroom. 2) The light switches are not working; hence there are no lighting in the entry and kitchen areas. Doors: 1) None of the doors are properly aligned with the door frame and they need to be rehung. 2) The walk-in closets have no exit handles, hence no egress. 3) Laundry room doors should open out into living area; however, they open into the small laundry room. 4) The barn door to master bath was not removed and will need to be replaced. Bathrooms: 1) Since the vanity, unlike the original, has legs it does not fit well given the space. 2) Molding beneath vanity is unsightly workmanship and a potential hazard to my two small cats. 3) There is excessive height of all vanity legs from floor. 4) There are numerous small nail markings on the front of the vanity from molding that was nailed to the vanity. 5) Shower door in guest bathroom gets stuck in the closed position. Floors: 1) The floors in the secondary bedroom were damaged during the renovation and are much worse since repair. 2) Additional damage to floors was noted in living room and an area near the bedroom doorway.Additional Concerns: The box of replacement wood flooring is missing. 2) No spare bathroom tile and padding was provided despite agreed upon. 3) Guest bathroom doesnt have a towel holder. 4) Granite countertop that surrounds ************** appears to have been painted. 5) Vent covers are missing in kitchen, dining and bedroom areas. 6) Toilet needs to be installed in master bath.

  

  Business Response

  Date: 10/03/2024

  Thank you for sharing your concerns. I want to assure you that all of the items have been completed as outlined in the project specifications and agreed upon. Every finish and fixture was selected and approved by you prior to installation, and the work was carried out according to those specifications.
  
  
  As the project progressed, there was never any indication of concern or hesitation regarding the finishes. Throughout each phase, your feedback was positive, and everything was proceeding smoothly. You consistently expressed satisfaction with the choices and installations during site visits, affirming that everything looked great.
  
  
  We have also spent a considerable amount of time collaborating with you on potential alternates to address your concerns. However, despite our efforts, we have not been able to identify any alternative solutions that would meet your satisfaction.
  
  
  Additionally, please note that the newly installed tile flooring is approximately 1" lower than the height of the existing flooring. This variation was accounted for in the installation and does not pose any safety hazard. The transitions were installed appropriately to ensure the transitions between surfaces was as minimal as possible. 
  
  
  It's also important to highlight that engagement in the project management software was limited throughout the project. The platform provides real-time updates and opportunities for collaboration, which could have helped streamline communication regarding progress and selections.
  
  
  Regarding safety concerns, we have thoroughly inspected the property, and I can confirm that there are no safety issues present. All installations were done in compliance with safety standards, and any minor adjustments needed have been addressed.
  
  
  We appreciate your collaboration throughout this process and are confident that the completed work aligns with the quality and safety standards.
  
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22217709
  
  I am rejecting this response because: This is a follow-up to a previous complaint against Legacy Renovations. The quality of the work that was performed by Legacy Renovations is unacceptable and an overall safety concern. There are so many issues, but I will address priority items. I was told that interior doors could not be aligned but I guess Legacy didn't know how to shim a door. I paid another contractor to align the doors, and it was noted that the Legacy crew had glued the door hinges in place. The new contractor also moved the track to a barn door that I was told couldnt be easily moved. There were plumbing issues where Legacy was responsible for a bathroom leak and an airlock to the master bath vanity drain, which was corrected by a licensed plumber. As for electrical work completed by the Legacy electrician, four outlets were non-functional, and the guest bathroom light/vent was wired (see photos) in such a way that it posed a fire hazard to the high-rise building where I reside. The electrician who did an assessment of my unit was so shocked by the work that he took photos to present as a case study for his company employees. Recently, I was told by ***************** that I was responsible for a delinquent bill that was never paid by Legacy Renovations for the damage caused by the bathroom water leak to the gym below my condo. The Legacy plumber disconnected the drainpipes in the master bathroom, and I guess he never expect that there would be water in those pipes. That said, I was witness to the fact that he never used a basin or any type of receptacle to contain the water. Overall, this is evidence to suggest that Legacy Renovations uses unethical business operations that need to be addressed. Why I should be financially responsible for the damage they incurred needs further investigation. Based on these findings, I question if a licensed plumber and electrician, which happened to be one individual, completed the work of Legacy Renovations. Total costs incurred due to above: $5,296.81
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/29/2025

  Thank you so much for your feedback! We're genuinely sorry to hear that your recent experience with our team didn't live up to your expectations. We would have gladly met with you onsite to discuss any aspects of our work that you found unsatisfactory, or that missed the ***** Our ten-year warranty on every project highlights our commitment to providing quality workmanship. If you have any additional issues related to the warranty or concerns about any work we've done, feel free to reach out through your project portal or contact us directlywhichever works best for you.
  
  While we always aim to prevent accidents, we understand they can occasionally happen. In this case, the water pipes initially installed in the high-rise were made of decaying CPVC plastic due to its age. A non-pressurized water line cracked when we were working on removing the old concrete floor, resulting in a small amount of residual water. Partnering with The *****************, our team acted quickly to ensure the area was completely dried and the issue was addressed thoroughly. We accepted full responsibility for the incident and processed the payment for their services via check on June 28, 2024. To maintain transparency, well include copies of the cleared check and invoice with our response. If you notice any discrepancies regarding the payment, please dont hesitate to contact us directly so we can look into and resolve this matter quickly.
  
  Safety is critical to us. We proudly and exclusively work with only licensed trade professionals to ensure all our work meets or exceeds local building codes. We genuinely stand behind our work, and if any additional concerns or repairs are needed, we would be more than happy to address them promptly. While we have confidence in the integrity of our team, were sorry to hear that you felt it necessary to hire others to address these concerns before reaching out to our team.
  
  Your feedback means the world to us and helps everyone at Legacy Renovations maintain and enhance the high standards were known for. Thank you for taking the time to share your experience! 

  Customer Answer

  Date: 01/31/2025

  I would like to respond to Legacy Renovations and dispute their claims. As for the ***************** Invoice, there were two that required payment. One invoice was for $1500 and another for $1000. The rational for two invoices was for clarification purposes, where one invoice was for the work that had to be completed on the common area and the second for the work that had to be completed inside my unit. 
  
  As for the quality and safety of this renovation, that was never addressed by Mr. **** or anyone from Legacy Renovations. Why one individual did both electrical and plumbing work was a red flag to me. Therefore, I did some investigative work and found that no electrical license had been submitted for this renovation and that a plumbing license was summitted on behalf of a plumber who denies ever having been in our building at **************. This entire renovation was seriously flawed and its costing a sizable amount of money to repair the damage done. BTW, I dont think I mentioned that the master bath shower drain was completely block with concrete and/or grout and the wired fire alarm system in my unit was disconnected and replaced with battery operated devices. They are other code violations that can be attributed to the work of Legacy Renovations; violations that were pointed out when I had licensed professionals in to address my concerns. 

  

  Business Response

  Date: 03/09/2025

  We sincerely apologize for any confusion regarding our outreach related to the payment history with *****************. Our only goal was to ensure a seamless resolution and prevent any unnecessary disruptions for you.
  
  While the specifics remain unclear, the *** unexpectedly issued payment toward the open invoice on our behalfalongside our own payments. Recognizing the importance of addressing this proactively, we took full responsibility for coordinating the process, dedicating significant time and effort to ensure it was handled correctly. In the interest of full transparency, we have provided copies of the estimate, invoices, and both check images reflecting the applied payments.
  
  We value open and honest communication and would appreciate the opportunity to meet with you to clarify any concerns. Our goal is to ensure transparency, provide absolute clarity, and sincerely apologize for any misunderstanding.
  
  We obtained *** approval and completed all necessary application steps before proceeding with the work. Each of our specialized trade partners submitted the required licensing and insurance to ensure full compliance.
  
  That said, even the most experienced professionals can occasionally make mistakes. When they do, we stand firmly behind our commitment to making things right. If any aspect of the work requires attention or adjustment, we are more than happy to address it. Its common for minor details to surface once youve fully moved in and started using the space. Please feel free to submit any requests through your online portal, available 24/7, or contact our office during business hours so we can resolve them promptly.
  
  Additionally, if you would like a third-party inspection for compliance with local building codes, we would be happy to coordinate a time to meet onsite together. This will allow for a thorough evaluation and discussion of any suggested corrections.
  
  Please let us know how we can best assist you. Your satisfaction remains our top priority, and we look forward to working together to ensure everything meets your expectations.