Complaints

This profile includes complaints for Winston Brown Remodeling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Winston Brown Remodeling

  5600 SW 29th St Topeka, KS 66614-2548

  
• 

  Winston Brown Remodeling

  15038 W 106th St Lenexa, KS 66215-2052

  

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:08/08/2024

  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.

  Winstin Brown Remolding does not communicate well with their customers. They don’t take precision and pride in their work. They do what they want to do. And not what they are asked to do. If you call them on an issue, they will not fix the issue and only come up with excuses. They also raise the price on work that has already been priced without contacting you. They have no respect for your property. There are so many more reasons for not wasting your money. They say they are the best and they are far from the best.
  Example: Air filter for A/C unit. I was told that the air filter would be changed at the beginning and at the end of the project. I also bought a new filter at the beginning of the project and told WBR employees where it was in the basement. Since there was not a project manager on site at the time, this did not happen. After the interior was painted in a dusty environment, your team purchased another incorrect filter and installed it instead of using the one that had been provided. I asked about the filter because I saw that the correct filter, I had provided had never been opened out of its shipping box. My sister and I installed the filter that had been in the basement since the beginning of the project after we found the incorrect filter making the HVAC system function improperly. The painted walls feel like dust was painted into the walls, doors and trim throughout the home.
  Example: The damage to the four walls of ONYX in two bathrooms because they did not oversea their workers who plumbed out the bathtubs wrong. They spend more money than the quoted for the ONXY without letting me know before they used it. The faucets in both bathrooms where installed wrong which damage the four walls of ONYX. Their fix was to patch the walls. (Note you can still see where they tried to patch the wall instead of replacing them at WBR expense.
  I have many more examples of the lack of pride in their work. DO NOT Waste You Money.

  Customer Answer

  Date: 08/10/2024

  This is the last letter that I sent **** ***** about the subject. 

  8/7/24
  *****
  I would like to have a copy of the full I signed in your
  office sent to me. The copy I got was not signed and is the copy that your
  company scanned in on buildertrend, which is not a full copy with my signer.
  I would like you to mark the comments that you are referring
  to in the contract.
  I am not happy with your work and I do not feel comfortable
  letting you in my house now that I have move in.  I have let you have a completely empty house from
  April 18, 2024 to Aug 25,2024 to complete this job. You have failed to complete
  it by the July 7,2024 deadline. More time is not an option currently. I asked
  for the electrician and plumber license for the people you hired that caused
  the damage. Which you resist to give to me. The construction people could not
  fix the issues that they have caused either. I health cannot handle any more
  stress.

  

  Business Response

  Date: 08/23/2024

  I apologize for the late response, the email that the complaint was sent was a prior employee so it was not seen right away.  I have updated our preferences so that this doesn't happen in the future.  I have attached the recap that we sent to the Attorney General as well as details supporting us replying to her request for a copy of her signed contract as well as trying to complete the items on our warranty list. 

  We feel that ***** and ****** ******* did not understand the process entirely.  We tried explaining to them both that it took time to prepare for a project.  We entered the project on May 20th with updates to the client through our online portal, BuilderTrend, with pictures and updates.  During the project she would state that we were changing the project without approval and try to get money refunded due to these changes.  We would show her the approved designs with their initials but also let them know that we could do the additional work but at an additional cost.  In the final weeks of the remodel, ***** sent over 37 item requests.  Many were not in the contract or were a change to the approved contracted items.  We addressed these and took care of them to the best of our ability while trying to keep in mind her budget worries.  

  On July 25, 24 one of our representatives went into the home and reviewed the 37 points (attached) and showed them that items that were ours to correct/change were taken care of and then showing them the support for items that they said we did but were untrue, by showing them pictures of the home during the initial walk through.  We left that meeting with the client happy and ****** letting us know that the home looked much better after our work.  At that point there were 2 items left (attached in ******* Recap) and let them know we would be back on July 30th.  Our representative arrived on site and was yelled at while trying to work to finish the items.  He left before collecting the final check as he did not feel comfortable being in the home with her behavior.

• Initial Complaint

  Date:05/01/2023

  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 had WB put an addition on the back of my house - Great work! Also replace my patio which is the debacle.
  Signed paperwork on 12-18-2020, work didn't start until 4-30-21 and had some permit issues - no problem with this. Finished the inside of my house and the addition around Dec 2021. Said they would come back in the spring of 2022 an finish the patio and yard. Came back in May 2022 to add a French drain because the water wasn't draining correctly and patio, they poured wasn't level and too low. The French drain is a debacle as there is a gap between the drain and the cement. Called and texted Nate ******** who was in charge of the backyard, he always had an excuse but would be there soon, this went on until November ( I have all the text messages that went back and forth). Nate always said if I need anything to let him know and he would take care of it but obviously his words meant nothing. In November I sent an email to Jake ***** (owner) for his help.
  
  Jake apologized and said he would personally handle this matter from this point on (Nov 19,2022). I waited patiently, never heard from Jake and on 3-4-2023 sent Jake an email and invoice for $****** and I will fix the everything myself.
  
  It is April 30, 2023, almost a full year and Nate and jake can't/won't fix my patio debacle.
  
  I will attach the email trail I sent to Jake ***** and his response.
  
  I had no other trouble with any of the other workers and they all did an exceptional job, and I would hire them again. Very surprised that Jake *****, the owner, never followed up after he said he would in Nov 2022
  
  I do have pictures, but they are too large to attach. Jake should already have the pictures or I can send them in another email to Jake.

  

  Business Response

  Date: 05/11/2023

  Hello! We have been in communication with Mr. ********, directly, and we were able to come to a resolution that is satisfactory to both parties. Please let us know if you need any further information. Thank you!

  Customer Answer

  Date: 05/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Mike ********