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:02/06/2025

  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.

  I am writing to formally file a complaint against Resil Home Improvement **** regarding incomplete and faulty electrical work performed in my kitchen. I hired Resil Home Improvement **** to complete electrical installations for my kitchen appliances, but the work was not done correctly, resulting in ongoing issues that have yet to be resolved.

  Business Response

  Date: 02/19/2025

  Dear Mr. ***************** are writing to express our sincere regret that you had a negative experience with our company. While we understand your dissatisfaction, we would like to clarify a few points. The electrical wiring in your kitchen was done according to your initial requirements of 110 Volts. However, the appliance you later purchased required 220 Volts, which would have needed heavier gauge wiring and prior knowledge for installation.
  
  Secondly, we designed and installed the cabinetry based on your agreement for a 36" wide refrigerator. Your subsequent purchase of a 42" wide refrigerator led to compatibility issues. Had we been notified of your plans beforehand, we could have accommodated the appliance appropriately.
  
  In the realm of remodeling and home improvements, proper steps are crucial for achieving the desired outcome. When a client does not take the necessary steps to assist in the process, it is unfair to blame the contractor.
  
  Regarding your statement that the job was rendered incomplete, we were understanding of your needs and patient, even when it took you over a year to complete your payments. Blaming us for your lack of planning is unjust.
  
  We are truly disappointed with the outcome of this situation and hope you can understand our perspective.
  
  Sincerely,
  Resil Home Improvements

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 22839009
  
  I am rejecting this response because:

  On the evening of Jan *******, I was contacted by Resil. I was informed that they were willing to accept my offer of Jan 23, 2025, wherein the discount would be $2,650.00. On the evening of Jan 29, 2025, a representative of the company came to my home. I was given a final lien waiver, and I wrote a check for the agreed upon balance. The representative then asked if I would contact the BBB to say the matter had been resolved. I had no issue with that but told him I would only do so after the check had cleared my account. On the evening of Jan 31, 2025, my bank was still showing the check as pending. I would have preferred to have just waited until it had cleared before informing the BBB of the outcome, but the Resil response now requires some measure of correction before doing so because I think it sums up the overall attitude of Resil. That being, everything is the homeowners fault and their lack of concern for the amount of time that the homeowner has to commit to see that the project is carried out as stated in the contract wording is inconsequential to them.  However, Im not going to take the time, now, to correct all the inaccuracies within the response but there are two points that I do feel need clarifying. One is minor, the other more so but each demonstrates the depth of inaccuracy on either side of the scale within their response.
  
  In regard to constant changes,I made only TWO changes to the work list that I provided to you with at the time of estimating the project cost. A single cabinet change and the addition of two small glass shelves in the shower unit.  If you can list others, I would like to know what they were. On the other hand,Resil made numerous changes to that work list. If you would like me to supply you with what they were, I would be happy to do so.
  
  I feel the remark regarding the loss of your employee requires greater exploration because it implies that my actions negatively impacted the young mans future. Your recollection of this matter captures the Resil mindset and the selective memory thereof. Your statement is untrue. He returned and worked at my home for several days if not weeks after I asked him to stop painting. I made that request because I believed he was not a professional painter. You may say thats subjective, but I say it comes from a wealth of experience on my part. If you can prove that he was a qualified painter, Ill rescind that. If you cant then you must consider who is to blame for putting him in a position where he was likely to fail. You never inspected his work or made any gesture to fix it. On the contrary, you instead criticized the painting work in other parts of my home not knowing enough to see that the walls only had one coat, and unaware that my painter was waiting for you to finish your work so he could come back and finish his. Like so many other things that have led us here, the Resil policy seems to be to blame the homeowner-often in front of the workers- or ignore the problem entirely and hope that it will go away. This worker that you write about was the first ****** on the job and did most of the demolition work by himself. He then worked with the framer and later helped hang the drywall. He seemed reasonably capable of this type of work. I didnt ask him to leave while he was doing any of this but when I saw how he was painting, yes, I did.  However,within a few days he had returned. When I called to ask what he was doing at my home I was assured that he would not be doing any further painting and would only be helping the tile guy. The tile guy who incidentally was also the drywall guy, who then became the trim guy, then the hardware guy, then tried some electrical work, and eventually became the painting guy. A **** of all trades, clearly. You are fully aware that this second individual painted the doors with the new hardware in place, left the doors with two different sheens on them, messed up the latch installation, and changed electrical wiring,incorrectly. You even admitted his tile work was subpar. I could go on and on.That being as it may, returning to the lost employee, I remind you that in his capacity as a helper he stayed on-site as stated earlier, above.

  I dont know from which project you managed to lose him, but it certainly wasnt mine. Perhaps he got fed up with the macro-management style of Resil and quit but to say that it was my fault is utterly lacking in substance and bordering on libel.
  
  If you would like to counter either of these two items and provide evidence to the contrary, please do so. If not,I ask that Resili simply communicate via this BBB website that the agreed upon final payment was accepted by Resil on Jan 29, 2025, that we have no further business to discuss, and that the matter between us is now fully and completely closed.  My reply will be dependent on which avenue you choose. I hope it will be the latter so that I can simply click on Accept Business Response, close out this case, and never hear from Resil again.    
  
  Sincerely,
  ***** ******

  they stated they would move to hire an attorney, put a lien on my house, and send the outstanding balance to a debt collection agency unless I paid the full amount due. I feel as though these are strong-arm tactics used to force me into paying for an incomplete job. Even more disconcerting is that the full amount now due on the notice has suddenly increased from $11,000 to $14,890.53. The additional $3,890.53 being an arbitrary number for additional work they now claim to have done. A month or two prior to the notice there had been mention of two different additional costs, but I disagreed with those and they are not on the notice. Other than these occasions there had been absolutely no mention of any additional costs before this. At 63 years of age, I can well do without this type of strain in my life. Even though I know the completion of the work will cost me far more than $2,800 I am still willing to pay them $8,200 so we can close the book on this.Thank you. 

  Business Response

  Date: 01/31/2025

  Dear Mr. ***************** style="color: rgb(24, 50, 71); font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">
  We are writing to express our sincere regret that you had a negative experience with our company. While we understand your dissatisfaction, we would like to clarify a few points. The final inspection passed well before the 267 days you mentioned. Additionally, we inquired about your satisfaction with the work almost daily, and you consistently expressed approval. However, we subsequently received numerous punch lists of items that still required attention. Regarding the additional charges, we initially offered to complete the extra work at no cost. Unfortunately, due to our disagreement on the remaining balance, we ultimately added those charges to the original amount owed. We empathize with your frustration and believe that no one, regardless of age, should endure this type of stress. At the same time, we believe that companies should not be subjected to excessive micromanagement and constant changes during a project. Your numerous punch lists and requests for revisions resulted in significant losses of time, money, and labor. We even lost an employee due to your dissatisfaction with his workmanship as you told him to never return. We are truly disappointed with the outcome of this situation and hope you can understand our perspective.
  
  Sincerely,
  Resil Home Improvements

• Initial Complaint

  Date:10/18/2024

  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.

  I paid several thousand dollars for this company to install new flooring in my kitchen. About 6 months after the installation the floor started coming up at the seams and shipping at the corners. I contacted the business and the owner came out and saw the damage and said he would have to contact the manufacturer. Since then I have made several phone calls to the company and they have not fixed my flooring

  Business Response

  Date: 11/04/2024

  Mr. ******** it is unfortunate that you have come to this conclusion. The floor was done over 2 years ago & we did do the project at cost, also we did recommend at the time to do a complete floor ( this included doing the floor under the cabinets & to replace the subfloor completely & you declined),  Instead you opted to have it done only up to the cabinets & to replace only parts of the subfloor. We did work with your budget & did call the manufacturer several times regarding the warrantee on your behave. In addition, as per our last visit (March of 2024) we did notified you that floor was possibly damaged by your wheelchair.

  Sincerely, 

  Resil Home Improvements

• Initial Complaint

  Date:09/05/2024

  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.

  I call the contractor to update my master bathroom. He came looked at the job and discussed what he could do to update the room. I was given a price and told the job would be completed in 2 weeks when started. Contract signed and I told him I would bring the deposit, which I did. Called the office multiple times to set up to pick materials. In March 2024 after numerous calls, I picked out materials at his company and he said he would come the house to evaluate materials choosen and/or needed. He never came.Again I called his office multiple times his office person gave excuses why he hadn't responded to my call. He said we have been unable to set start date we call you 2/13/24. We are slated a start date I explained the materials had not been settled, an continued to requet to speak to him. Expressing that I am uncomfortable with the company completing the job once started with pattern that I am experiencing. April 2024 he came to my home with a piece of flooring. I told him I did not want him to finish the bathroom instead work on my basement. He took measurements of the basement telling me I had another bathroom until they finished. He left and I have never heard from him again. I continued to call and his associate called me in July and I told him the same complaint and concerns. He said he would speak to him. He later spoke to him his response was that the flooring for the basement would, which was not picked, would equal the deposit. At that time I requested a refund. Again I never heard from him. I remain uncomfortable in his company completing the job and the quality of work that they would provide.

  Business Response

  Date: 09/06/2024

  We sincerely apologize for the entire situation.  Please accept our humblest apologies and we will immediately AND personally drop off a refund check for the entire amount ($11,457) at your earliest convenience.  Best regards, Resil Home Improvements.

• Initial Complaint

  Date:05/02/2023

  Type:Product 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.

  To Whom It May ****************** style="color: rgb(24, 50, 71); font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">

   

  The BBB ID ******** has been paid in full by Resil Home Improvements.  Please update your records to reflect this.

   

  Sincerely,

   

  ******************************************

• Initial Complaint

  Date:11/07/2022

  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.

   
  Complaint: 18371624
  
  I am rejecting this response because:warranty information was sent for the cabinets, but we never received any warranty info for the flooring.  We asked some additional questions about the warranties and still have not received an answer.  Additionally, **** came out on 12/12/22 to address a couple of the issues that we initially brought up.  During that visit he stated that one of the kitchen cabinet doors would need to be replaced since it does not close properly, and we are still waiting for the new cabinet door.  My wife texted ****, the owner, on 1/9/23 and he never responded.  We have also pointed out that the exhaust vent they installed outside of the kitchen seems to be the wrong type.  Anytime the wind blows, the flaps make a lot of noise and we can feel cold air coming in through the kitchen vent fan.  It's so bad that we have had to duct tape the flaps down so they don't make noise when the wind blows, which also means that we can't use the kitchen exhaust fan (see attached photo).

  To clarify regarding the flooring, the subfloor was never replaced as the response indicates.  They left the existing subfloor in place and installed new plywood on top of the existing subfloor which can be clearly seen the in attached photo.  The new plywood was screwed and glued to the existing subfloor and NOT to the frame as the response also indicates.  The squeaking seems to have stopped since the weather has gotten colder.  If the squeaking was possibly due to the humidity, then should we expect the flooring to squeak again once the weather begins to warm up?
  
  Sincerely,
  
  *********************

  wner, about what can be done about the floor. As of today, 11/7/22, we have not received any follow-up to that visit. We have called the office numerous times and are always told that they will talk to **** and someone will call us; but no one has contacted us at all. In addition to the floor issue, we have also been asking for the warranty information for the flooring and cabinetry, but we have not been provided with any of that information.

  Business Response

  Date: 01/06/2023

  Resil Home Improvement completed extensive work on the Dalys home and it has all been completed.  As of now their floors are not squeaking anymore, it is a strong possibility it was because of the humidity in the summertime but we did replace all the plywood and existing ********* and installed vinyl flooring (replaced subfloor) (screwed and glued new wood to frame).   They also have received  their manufacturers warranties by email.
  
  Resil Home Improvements 
  
  Phone: **************
  Email: *********************************
  
  3151 ***********.
  *******, ******** 60655
  
  www.resilhi.com
  www.facebook.com/remodelho

  Business Response

  Date: 01/12/2023

     In response to the complaint ******** the following information is provided.  Relative to the warrantee provided by Resil, refer to item 1 in terms of contract which clearly outlines

  sellers' warranty for 12 months (copy enclosed) We've also enclosed warranty and terms for J & K cabinetry.

       The replacement cabinet door which they alluded to in their letter is on order.

       Relative to their complaint of the exhaust fan vent.   This is a standard vent purchased from Home Depot.  They are more than welcome to purchase another vent of the their liking

  and Resil will install for $200 service fee.

       Relative to the flooring issue, Resil corrected the problem and the floor is currently not squeaking.  It is an assumption of the complainant that the floor may squeak in the future.

  Please refer to Resil responce to BBB complaint 01/06/23.

       To further assist you with this complaint I have enclosed a copy of our work order and copy of an exhibit A Description of Goods and Service signed and agreed upon by all parties 

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18371624
  
  I am rejecting this response because: I dont believe we alluded to a cabinet door in the previous response, as it was specifically mentioned.  Its been over a month since a representative from Resil was in our home on 12/12/22.  How long does it take for a single cabinet door to be delivered and installed?  So much of this issue could be resolved if someone from Resil would have the courtesy to call or at least text and explain the process.  I dont understand why communication has been so difficult since the beginning of the work.  

  
  

  The issue with the exhaust fan vent could have been avoided as well if someone from Resil had consulted with us prior to installing the current vent.  A decision was made to install the current vent with absolutely no input from us at all, and now we have to pay an additional cost to correct this issue?  Again, lack of communication.

  
  

  I will not accept any response from Resil that states, or even implies, that Resil corrected or fixed the squeaking in the floor.  On more than one occasion, a representative from Resil came to the house to check the floor.  Each time they walked over the squeaky area, heard the squeaking, and stated they were going to check with owner about what can be done.  Each time, we never heard back from anyone at Resil (communication).  Eventually, when the weather changed the squeaking stopped.  The squeaking did not stop due to any action by Resil to address the issue.  And the assumption that the floor may squeak in the future was based on Resils previous response in which they stated that the squeaking was possibly due to the humidity.  

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

  Business Response

  Date: 01/17/2023

        In response to the complaint, it was agreed upon by all parties that the ****'s will purchase the exhaust vent of their choice and Resil HI will rein burst them and install the vent free of charge.

        The cabinet door in question will be removed by Resil and a new door will be installed.

        The  floor issue has been resolved for now.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18371624
  
  I am rejecting this response because: everything stated in the previous response was agreed on.  The cabinet door has been replaced and is closing properly so far.  The kitchen exhaust vent has also been replaced, so all we're waiting on is the reimbursement for the cost of the kitchen exhaust vent.  

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

• Initial Complaint

  Date:08/06/2022

  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.

   
  Complaint: 17682769
  
  I am rejecting this response because: Resil came out to complete the work needed in the kitchen but in their doing so, it was determined that a live wire had been enclosed inside my kitchen wall. Resil did come back out to address this issue, however, I don't feel good about saying everything is completely done. When Resil performed the work in my bathroom, they also left a wire in that wall that looks like it should be re-addressed. I noticed this after speaking with **** and looking back at the pictures in my phone. It is now Saturday 9/3/22 at 7:40pm and I think they may be closed on Sunday so I will be reaching back out to **** on Monday to see if and how Resil will address this part of their work. I didn't mention this previously because I didn't think that live, partly capped/uncapped wires would be left in my walls. I see this as a possible fire hazard and would like them to address it ( for my safety) before I can say they (Resil) completed everything to my satisfaction. Being that it was ********** last spoke with, that is who I will try to contact regarding the wires I see in my bathroom wall. 

  If I need to file a different claim regarding the issue within the bathroom, please let me know.
  
  Sincerely,
  
  ********************************

  itchen exhaust fan. I was promised the work would be completed as soon as the weather permitted. Understanding we were in February, I trusted Resil/**** and **** and agreed to wait. It is now August, 2022 and after making 4 calls to Resil/**** regarding this matter, I'm still waiting. At this point, I feel that since Resil can't/won't complete this last part of the job they promised to do and was paid to do, I think the resolution would be for Resil/**** to reimbursement me at least 10% of the balance I paid ($6,766.00), so I can hire someone to come and brick the area that has been left undone. All and all, I regret I have to reach out to the BBB for resolution, but at this point, I trusted Resil/**** and **** and this is how they repay me for trusting and allowing them to service me. My trust has been broken however, I need to get this work completed and don't feel I should have to pay all over again. I'm retired and don't have money like that. Hopefully, you can help me with this.

  Business Response

  Date: 08/29/2022

      In response to complaint by *************** everything has been completed and resolved.   We apologize to *************** for taking longer than expected to finish her job but we will

  never not finish any job that we start.  We stand by our work and take much pride in every job we do and we hope this resolves any and all of Ms. ******* dilemma.  Thank you