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:11/12/2024

  Type:Order 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.

  see Attached document

  I am writing to file a complaint against **** ***** and Remodel It, Inc.
  
  
  I met with **** ***** from Remodel It, Inc. on 3/11/24 to obtain an estimate for a complete bathroom remodel. A major oversight on ****** part during our initial meeting led to five months of setbacks, frustration and disappointment.
  

  During our initial meeting, **** failed to measure the complete dimensions of our existing bathtub. He did not realize his mistake until three months later on 5/28/2024 when he came to start work and after all our supplies had been chosen and purchased with the incorrect measurements.

  
  Subsequently, some of the products we had chosen based on ****** recommendations and measurements were not available in the sizes we needed, resulting in us essentially "settling" for what was available.
  
  
  Additional setbacks entirely on ****** part led to our remodel being delayed multiple times and ultimately being pushed back five months after the original start date.
  
  
  After the third delay, I contacted **** to express my displeasure and disappointment and to cancel our contract and request a full refund of all monies paid to him, minus the cost for the bathtub and shower surround, the latter he led me to believe was physically in his possession.
  
  
  **** agreed to cancel the contract and to issue a partial refund minus the cost for the supplies I requested and minus fees I felt were incredibly unfair given the situation. However, completely unbeknownst to me, he then returned the supplies physically in his possession to the retailer, an action that delayed our bathroom remodel, which we had begun with another contractor on 9/13/2024, by one month.
  
  
  The supplies he finally provided on 10/10/2024, six weeks after I requested the cancellation of our contract, were not only incomplete, but were also larger than the size required and cost approximately $467.00 more than the appropriate size materials. As of the writing of this letter, I still have not received two pieces of materials.
  
  
  This ordeal has caused months of stress, mental and physical duress, frustration and deep disappointment. I acknowledge that **** believes he did everything in his power to compensate me for his oversight, but the simple fact remains no compensation would have been necessary, and all of this could have been avoided if he had taken the correct measurements during our initial meeting 3/11/2024.
  
  
  Furthermore, the delays and stress caused after cancelling our contract could also have been avoided if he had been forthcoming about returning the supplies he led me to believe were physically in his possession.
  
  
  I am including a timeline of the events from 3/11/2024 to the present as well as images of all text and email correspondence between **** and me.
  
  
  If, after reviewing my letter and documentation you feel I am entitled to some form of compensation for fees I feel I should not have paid and/or for the considerable stress caused by this ordeal, I would greatly appreciate your assistance in moving forward and acquiring such.
  
  
  Regardless of your determination, I feel it is important to notify the Better Business Bureau of this unfortunate and entirely avoidable situation.

  Customer Answer

  Date: 11/14/2024

  Please see the attached documentation regarding clarification for my complaint.

  Thank you,

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

  If after reviewing all the documentation I provided you feel I am entitled to any or all the following, I would be grateful for your assistance or guidance in how to obtain such.
  -Full refund of the $1000.00 retainer paid to **** ***** electronically on 4/3/2024. **** agreed to refund half the retainer 10/18/2024.
  -The difference in cost between the bathtub and shower surround we originally chose based on ****** original measurements and the final bathtub and shower surround: $1160.50. 
  **** agreed to cover these price differences 5/28/2024 when he realized he had not properly measured the bathtub 3/11/2024.
  -The price difference between the shower surround that would have fit and what **** actually purchased: $429.10. **** ordered 96” panels when 72” panels would have fit. 
  I do not believe ****** actions were malicious, but he was clearly negligent in not taking proper measurements and not forthright regarding his actions after my request to cancel our contract and obtain the supplies he had already purchased. 
  In an email from **** 10/11/2024 he stated “I set out many years ago to be the best in this industry. And to minimize hassles and be completely upfront with customers.” He greatly failed in the latter in his dealings with me. 
  

  
  

  

  Business Response

  Date: 11/20/2024

  First off, I would like to start by saying many of what ******** has stated is true. At the beginning of this project, I took some incorrect measurements, and did not realize it until my team and I showed up to start the project. I was quick to point it out and offered to remedy the situation by covering the costs of the new material. Considering it was quite a bit more. The original tub and shower were the standard 5 foot opening. Her opening was 6 ft and not a standard size. I went to great lengths to ensure we could still get the materials she was wanting and give her the bathroom she wanted. These material costs would have been included had I not mis measured the area.

  As far as the size of the shower wall panels, I ordered the taller ones on purpose. Remember, I was covering these costs. I ordered them to ensure that there wasnt a gap at the top of the shower, I was concerned the 72 inch panels wouldn't be tall enough. I wouldnt have just ordered something random without a thought process for it. 

  I take full responsibility for the measurements, as seen in our email and text exchange ******** supplied. 

  This complaint comes as a complete surprise to me. I pride myself and my company on doing things the right way every time. Never did we take money and not show up, or not communicate. Every text or email or phone call was given a response. We have never been hard to communicate with. Thats why this is so shocking. 

  on 10/14/2024 The docusign cancellation and reimbursement contract was finalized. ******** agreed to the terms and the refund amount. She signed this contract and in it, released us of any liens, or money owed. She also cased the refund check in the amount agreed upon and also stated in the contract, releases us of any liens or money owed. I wrote this document based on email communication between us, and had no reason to suspect anything else from it.

  Thats why over a month after it was signed I get a message from BBB saying we have a complaint. ******** never tried to reach out to me to discuss any of this with me. Which is surprising seeing that we had communicated throughout this project with no issues. 

  Asking for the full deposit back I feel is going above what has been given and returned. In the initial contract signed by ********, It states this is non refundable if cancelled. It is very black and white.

  We have been a finalist for BBB torch award for ethics the past 2 years, and just this month won 2 ******* **** Community Choice Awards for Bathroom/ kitchen remodel, and Restoration. This was voted on by the community and my past customers. I do feel as if I have done everything possible to rectify the situation, and as of 10/14/2024 I thought the issue was behind us.

  I sincerely apologize to ******** for the issues we faced, but they are issues none the less that come along with remodeling. The delays in materials, and losing shipments, are something not in our control. We also re scheduled a couple times. We do this because we are different from other contractors. When we start a project we stay on it until completion. Meaning we have to have a time slot available to ensure that we get this project done in a timely and efficient manner.  We do not start a job and only do a little bit, then bounce to another, its one of the things our customers really enjoy about us.

  In conclusion, I understand ********s concerns, as I have this entire project. I handled each one with her and communicated with her on it all. So to come back a month later, with no communication at all I feel is a bit un justified. We pride ourselves on our A+ rating and our reviews. So I do not agree with returning the deposit. I believe after the refund check was cashed that it closed this chapter. 

  Customer Answer

  Date: 11/23/2024

  Please see my attached reply.

  Thank you for your time and consideration, 

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

  Thank you for contacting **** ***** and forwarding me his reply.
  
  I understand ****** surprise upon being contacted regarding my complaint. For all intents and purposes, he had every reason to believe matters had been resolved. I did sign the cancellation contract, and I did cash the refund check he issued. 
  
  However, given the numerous entirely avoidable circumstances that led to the cancellation of our contract with ****, I always intended to file a complaint with the Better Business Bureau. I simply waited to do so fearing it would negatively affect the cancellation of our contract and might impede any kind of resolution. 
  
  Because the cancellation of our contract was unnecessarily delayed entirely as a result of ****** actions (returning the supplies physically in his possession when I expressly requested to keep them 8/30/2024), my disappointment and frustration only deepened.
  
  So, by the time **** finally delivered some of the promised supplies 10/10/2024 and by the time I finally received the refund check 10/18/2024, more than six weeks after I requested the cancellation of our contract and more than two weeks after 9/30/2024, the date **** repeatedly assured me everything would be resolved, and given the added frustration of “lost supplies,” to put it plainly, I just wanted to be done with him. So yes, I signed the cancellation contract, in effect releasing **** and “Time to Remodel It from any liens, financial costs or burdens.”
  
  I still firmly believe it was unfair for **** to keep any of the down payment regardless of the original contract stipulations that it was nonrefundable. I cannot emphasize enough how ALL of this could have been avoided if **** had simply taken the proper measurements. 
  
  Regarding the extra fees for the final bathtub and shower surround, **** contends “These material costs would have been included had I not mis measured the area.” 
  
  Yes, the $1160.50 in extra fees would have been incurred even if he had taken proper measurements. The difference is we would have been prepared and would have budgeted for those fees. As it was, we were prepared and had budgeted for supplies based on his incorrect measurements. 
  
  And as I stated previously, we would not have chosen a ********* shower surround if we had been given the correct measurements because we would have known ********* does not make a shower surround large enough to accommodate our shower. 
  
  Regarding his rationale for ordering larger than necessary shower walls, “Remember, I was covering these costs.” But in the end he did not cover any of the extra costs; not the $1160.50 extra between the bathtub and shower surround we originally chose and the final bathtub and shower surround, nor the $429.10 difference between the 72” panels that would have fit and the 96” panels he ordered.
  
  **** contends “the issues we faced… they are issues none the less that come along with remodeling. The delays in materials, and losing shipments, are something not in our control.”
  
  I understand **** is not directly responsible for either of the delays in obtaining the ********* shower surrounds. The first delivery-related delay was minor and only delayed the start of our project by two weeks, from 5/13/2024 to 5/28/2024. 
  
  I do feel he should assume some responsibility for the second delivery-related delay. He returned the shower surround he physically had in his possession despite my clear request to keep it. 
  
  If he had cancelled the second order he placed, the one that was delayed by almost three weeks, and supplied us with the shower surround he physically had in his possession, our supplies would have been obtained immediately and our contract cancelled in a far timelier manner. Additionally, the completion of our bathroom remodel, which we had begun with another contractor 9/13/2024, would not have been delayed almost one month.
  
  Regardless of supply issues, I feel he should be held accountable for the final delay that led to me cancelling our contract. The delay appeared to be due to a communication error between **** and the client he was working with at the time. Per his text message 8/8/2024 “was just informed this morning that the 2nd unit has to be completed as well.”
  
  I respect ****** practice of not starting projects he cannot see to completion, and I understand we were not his only clients. However, I do not feel it was fair that our project was the one repeatedly rescheduled, ultimately being delayed five months, given the original delay was entirely the result of ****** mistake.
  
  As I stated in my initial complaint: “If, after reviewing my letter and documentation you feel I am entitled to some form of compensation for fees I feel I should not have paid and/or for the considerable stress caused by this ordeal, I would greatly appreciate your assistance in moving forward and acquiring such. 
  
  Regardless of your determination, I feel it is important to notify the Better Business Bureau of this unfortunate and entirely avoidable situation.”
  
  It appears the BBB of Central Illinois is understandably unable to assist me with the former, but I hope you will keep this complaint on file to help others avoid a similar unfortunate situation. 
  
  Thank you for your time and consideration,
  ******** ******