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:04/30/2025

  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.

  On January 17th a sales person came and sold us New England style siding. Which is exactly what I wanted. They installed traditional shakes which is not what we ordered. They are now trying to collect on a project they mis-installed, we are trying to come to a mutual agreement but are worried it will come to a **** battle. They won't budge on what they will do to rectify the situation. I have even asked for a price breakdown but to no avail.

  

  Business Response

  Date: 05/02/2025

  My name is **** *******. I am a Co Owner and sales manager here at Hometown Restyling.
  
  Fortunately we don't have to address customer issues like this very often. Unfortunately here we are trying diligently to work through this issue. 
  
  Thank you for your patience. I have personally been the one trying to work with the customer on this situation and I am not sure we will resolve it overly quick. 
  
  Let me start with: We operate an almost 40 year old company with a ****** rating of 4.8. That said we are far from perfect. When we make mistakes we own it and address the problem as promptly and fairly as possible. Our goal is an elite customer experience every time. We want all of our customers to be happy. We achieve this the large majority of the time with a 98% approval rating from GuildQuality.
  
  Let me explain the situation:
  Customer had inquired about siding. We sent our representative out 1/17 who provided a consultation which included showing some product of which the customer made a selection from. In that consultation the *** only showed the 7 Traditional Shake and the 9 Hand-Split Shake (see attached screenshot). One of our failures internally comes in to play with that incorrect labeling, in addition to a software change we were implementing at this time that changed the labeling of these siding options. I will admit this fault and have since took action to remedy the lack of clarity in the software choices and labels. 
  
  *** and the Customer signed an agreement 1/17 which had the profile listed as Perfection Shingle which technically doesnt match any of the options exactly. 
  Total contract amount was $25,155
  Payments thus far have totaled $1,795
  Balance due is $23,360
  The customer is approved via 3rd party financing for $20,000. 
  The remaining $3,360 was to be paid via an escrow account. 
  
  After the project started and either was nearing completion or was already completed, the customer wanted to start questioning that they received a lower quality product. This is where I was brought into address those concerns with the customer. I scheduled a call and the customer proceeded to text me his complaint and his demands/offers. One offer included )what he has since agreed) was a non reasonable low ball offer to accept the siding 'as is'.The offer was $****** which would be an $8,360 discount to accept the siding 'as is'. Other offers included going to court where he thinks he may get the entire siding job for free. 
  
  The exact text is below:
  Just to make things easier after talking it over with multiple people  these are the options I'll be offering so not to waste your time with back and forth after those questions are answered:
  
  These are the options I'm (customer) going to give if you don't give a better offer:
  1.Come reside the house with what we originally agreed on at no additional cost.Then you will be paid.
  2. We go to court and you go for the full amount and I counter at nothing for not providing the services or materials that were promised. Lose lose on both of those.
  3.Take a loan for ****** plus the money we already gave you and you don't get escrow holdback.
  ***** supply me with labor and material cost and I will pay that plus a small admin fee.
  
  "I (customer) feel the last two are reasonable but the first two state how far I'm willing to go.
  
  On our phone call I was able to eliminate the concern of using a lower quality product immediately with the customer. I was able to confirm the cost difference between the products in question was $0. Then the customer called out the style of the product. That wasnt as easy for me to answer due to the poor labeling. After I looked into this further I am still not convinced that it is not the correct label but due to the potential there was an issue I promptly offered two things: 
  1) A $1,500 discount to accept the siding as is. 
  (This came after customer mentioned that the siding that has been installed is 100% complete and looks good. He also mentioned that he has already received compliments on the siding. Also after I have confirmed it is the same quality and cost of siding)
  
  2) I also offered, if the siding on the house was not acceptable, that we would reside it. We would un-install what he says is the wrong product and install what he says he wants. 
  Customer has made this option very difficult to say the least. Originally he said we could only do this option IF we start work days after 11am. Unfortunately our staff starts at 7am. Trying to accommodate their 2nd and 3rd shift life style I offered for our team to start at 8am. He has since come back with starting no earlier than 10am but this is still a loss of 3 hours of every workday. This will incur additional costs and drag this project out. This is unreasonable. I do believe it is worth noting that the customer has become so hostile including harassing phone calls and threats via text that sending our team members to his house again may not be safe. 
  
  I truly believe this is a money grab and we are being held hostage over a technicality. He is making the option to replace the siding difficult on us merely to leverage a larger discount. I dont even believe he wants the other siding option like he says he does. He just wants a large sum discount off the project. At this point we do not believe this is worthy of anything more than $1,500 discount if anything at all.
  I should add I have other texts from him that refer to how far he will go and to prove his point which indicate how unreasonable and unwilling he has been.  
  
  
  Dave *******
  Sales Manager / Co-Owner
  Direct:  ************
  Tel:  ************
  Email:  *************************************************************
  1205 N Center Point Rd
  ******************
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23266839
  
  I am rejecting this response because:

  The amount submitted for financing and the contract they had me sign after the fact are different. If anything they are trying to do a money grab here by installing the wrong siding. In my initial outreach to hometown restyling I requested New England style not traditional shakes. They continue to make excuses and defraud people.

  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 05/06/2025

  We stand by our statement. We have offered a discount of $1,500 to keep the siding that he originally told us he liked a few weeks ago.  We have also offered to replace the product for free within our normal scheduled working hours if he is in fact not happy with the current siding. The customer is dragging this out to get more money off of the price.  They are slandering our name and we are offended at the notion that we are trying to take advantage of them. Customer threatened that his next step was filing a complaint with both the police department and Iowa Attorney General if we didn't contact him by the end of the day to meet his unreasonable demands.  We have offered 2  reasonable solutions to make him happy but he is still trying to get a $15,000 discount on an estimated $25,000 project just for a product labeling error by our software program.  That is completely unreasonable.  

  
  

• Initial Complaint

  Date:11/15/2022

  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.

  Home Town Restyling constructed a new sun room addition on our house. The room is designed and constructed as a four season room. This work was completed late in 2021.Initially everything looked great, the room is very attractive. However, we realized soon after the room was completed that there is significant air infiltration into the room on breezy or windy days. We have taken several videos using a candle and holding them along seams near the windows showing significant air coming thru the windows/walls that will blow the candle out. listening to the audio on these videos, whistling of wind can be heard coming thru multiple cracks/seams.These videos have been sent to ***************** at Home Town and also to the manufacturer of the room (Living Space Sun Rooms in ****).Home Town has twice sent someone out to do some exterior caulking but that has not reduced the amount of air leakage.Both Home Town and Living Space has said all spring and summer that they are working on a solution and will get back to me later. Now we are heading into winter and nothing has been accomplished.Videos showing the air infiltration can be provided if necessary.

  

  Business Response

  Date: 11/16/2022

  We have been out to this house numerous times to investigate this room.  We have done everything we can to eliminate any type of draft issues.  This customer is the only customer we have ever had who has complained about this room.  All of our other customers are thrilled with this room. 

  In our expert opinion, and Living Space's expert opinion, this is no more than a small issue of a very tiny draft.  If there were any issues with the room or the installation we would have fixed them by now.  We wouldn't have drove all the way out to his house and intentionally not tried to help with this.  I don't know what else there is that we can do, nor does Living Space.  

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18408402
  
  I am rejecting this response because:

  The response from Home Town is the first time they have indicated that they are not planning any additional work to correct the air leakage.  All correspondence that I have from Home Town and the manufacturer (Living Space) indicates that they were still working on trying to develop a solution and the best way to proceed.  The last communication I received was on Oct 14, 2022 from Living Space from their Technical Director, "The only update I have to share at this time is that we are still working with Home Town on a resolution."
  

  They state they have been out numerous times.  However, they have actually sent the construction ******* out twice to do caulking around some of the windows which has not reduced the amount of wind infiltration.  Home Town states they have "done everything they can to eliminate draft issues".  However, there has been no attempt at all to try and determine where the air infiltration might be coming from. 

  Home Town says that if there were any issues with the room or the construction they would have fixed them by now.  Other than the caulking, we are not aware that they performed a review to determine if there were "issues" with the construction.

  Home Town says "we are experiencing a very tiny draft".  I can provide videos showing the wind coming thru multiple seams that will blow out a candle.  Listening to the audio, the wind can be heard whistling thru the cracks.

  This room is advertised and designed as a four season room. If a house was constructed and had this much air infiltration around each window, it would not be possible to keep it warm in the winter and the owners would be very uncomfortable and disappointed.

  It is disappointing that Home Town has put us off for a full year and has not made a serious attempt to correct the air infiltration and now in this correspondence with the BBB, they admit they are not trying to find a solution.

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/18/2022

  I talked to *********  He has been in contact with Living Space and has been trying to get a rep to come look at this room but they have not had time to make the trip.  **** sent an email to the customer today asking for a time where **** and a foremen can come out and investigate further.  We will wait to hear from customer on availability.  

  Customer Answer

  Date: 11/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Home Town said they would have someone come out and do an Internal inspection which includes removing the interior covers to try and determine where air leakage is coming from during a day when there is wind associated with the air leakage.

  We have indicated to Home Town that we are available anytime after Nov 29 to have someone come up to do an internal review.  Home Town has not provided a date when they would be able to come out.

  Sincerely,
  
  ***********************