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Business Profile

Remodeling

M&M Remodeling
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/03/2024

    Type:Product Issues
    Status:
    Answered
    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.
    For M&M Remodeling to commit to and begin a bathroom remodel, I was required to approve the estimate quote digitally (#***) and submit to ****** ****** (owner; contractor) a $1K deposit. In Nov 23, I paid ****** $1K (Invoice #****). ****** offered to pick up and deliver bathroom tiles, shower, vanity, which he did after a lot of nudging. At the time, ****** did not mention any surcharges for this service. Between Nov 23- Jun 24, I contacted ****** several times to inquire when he would begin the remodel. Each time, ****** excused himself with the burden of documents that he was faced with submitting (required for the village permit).In June 24 after no work was started and many SMS exchnaged inquiring when he would begin the remodel, I emailed and SMS ****** informing him that I would no longer be working with him and no longer needed his services. I requested he refund me a partial refund ($750) of my down payment. I intended and wanted to pay him for his time delivering the tiles, shower, vanity. He acknowledged (via SMS) that he "is OK with [it] and he understood", he was also "ok, with $250 for [his] time" picking up the items.On June 21, I followed up (via SMS) that I did not receive a refund. He responded same day that he would send it "some time next week'.On June 28, I reached out to him again (via SMS) to issue my refund. He confirmed same day that he "would do". July 1, i still did not receive the refund. I SMS ****** again to ask that he issue my refund that week. I mentioned that I would be posting an online review of my experience. He replied with a thumbs up emoticon, followed by "stop harassing me with reviews...let me decide what my time is worth for delivery and all paperwork and will send back rest." Subsequently, in a social media forum where I posted about my experience with M&M Remodeling, he responded "Only partial refund will be issued to her minus the time we spend on delivery's". To date (Dec 2024) he has not refund me any money.

    Business Response

    Date: 02/06/2025

    M&M Remodeling have been in business for over 25 yrs. We are dedicated to providing the best quality, value and service.
    This customer agree on our price and approve estimate. That's what we do for no charge( free estimates and consultation)
    As soon we start working on project and book a date we require small deposit . Usually is  small procentage of a job. 
    From this point  we applied for permit - (our sub contractor - license plumber fill out all paperwork and notarize it ) ,delivered to village and start application process. During that process we reach out to village multiple times including 3 visit in person during our business hours. Also because customer picked tub faucet that usually is not allowed in condos and town homes we reach out directly to plumbing inspector to make sure is ok to install that particular model. This alone took over a week in trying to reach out village inspector directly. 
    Also customer purchased tiles,plumbing fixtures, vanity and other small items that they responsible for. 
    We delivered all that to customer house. It was 4 different trips from places around ******* suburbs. 
    Tiles - heavy and wait time until order is loaded.
    Vanity - stock somewhere on back of store and was not ready when we arrived so cost us time to wait for it.
    Tub and other plumbing fixtures we did 2 trips in cargo van. All those 4 trips alone were done during business hours and took a lot of time. Each item was picked up and delivered to customer house. Unloaded in designated spot per customer. 
    Also we pass our contractor discount to  customer which especially from Studio 41 was decent saving.
    After all that when all materials  were delivered and permit almost ready to pick up customer canceled job . Most likely found someone few dollars less expensive and decided to cancel. 
    At this point we use 1000$ deposit to cover our expenses and time we spent on it . Our time ,gas etc exceeded deposit amount and we will look for resources to recover that difference. 
    Best Regards 
    ****** Smutek 
    M&M Remodeling 

  • Initial Complaint

    Date:11/11/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    In June 2024, I approved an invoice for ****** ****** of M&M Remodeling to replace an existing door with a fiberglass door to match the laundry room door we currently have. The cost was $940 which as paid in full. When he installed the door in September, he had installed a different door than what was agreed upon. When we asked him to correct his mistake and reluctantly said he was going to order the correct one but never did. In November, when we realized he was not going to be correcting his mistake, we asked for a refund of $940 and that he could take back the incorrect door. It has been a few weeks and we have still not received any refund. It appears as if he no longer wants contact from us and has refused to work with us for a resolution. In addition, upon installation of the incorrect door, he also removed some exterior door trim which he has still not replaced.

    Business Response

    Date: 11/11/2024

    Attached is text with picture of door being installed.  Customer didn't respond to it at all until door were installed.  Customer quote for labor and materials was 940$ . Customer asking to install door that cost 1300$ ( door only) for 940$ only on typo in estimate.  I would never do job for 940$ ( labor and materials)for 1300$ door alone. I think it's common sense. Instead working on it with me customer decide to insist on 1300$ door alone installation for 940$. After multiple attempts to order door slab only ( brand new frame was just installed) supplier can provide solid day on delivery and few last week **** ********* ( i believe husband) communicate with me and we both decide to not continue on that project and I will issue them refund for 940$ with same form of payment I receive it.( check mailed from bank) . 

    Yes at this point I don't need any more communication with ********* ********* as everything was discussed and agree on . Treats from her doesn't do any good here so I decided completely block her from any communication and discuss if anything left with **** *********.  Its unbelievable how people can treat other people.  Wish Armstrongs luck on any new projects.  

    I do this for 25 yrs and never been treated by customer like that. Shame on you!

    Customer Answer

    Date: 11/19/2024

     
    Complaint: ********

    I am rejecting this response because:
    Hello,

    I received an email stating that complaint # ******** was closed. However, I have not yet received any refund from M&M Remodeling. Can you please tell me the steps I can take from here?

    Thank you in advance,

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

    Business Response

    Date: 11/19/2024

    I already submitted my response. No changes since than. 

M&M Remodeling is BBB Accredited.

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