Complaints

This profile includes complaints for Remodel USA, LLC.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Remodel USA, LLC.

  605 Hampton Park Blvd Capitol Hgts, MD 20743-4924

  
• 

  Remodel USA, LLC.

  970 Loucks Rd York, PA 17404-2273

  
• 

  Remodel USA, LLC.

  6700 Virginia Manor Rd Beltsville, MD 20705

  
• 

  Remodel U S A, Inc.

  1 Solution Way Ste 114 Waynesboro, VA 22980-1972

• 

  Remodel USA, LLC.

  15815 Frederick Rd Rockville Rockville, MD 20855-2219

  

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:12/04/2023

  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.

  I signed a contract on 8/14/23 and gave them a $10346.00 deposit. On 10/17/23 at 5:22pm I cancelled my contract and sent in the appropriate forms and requested my deposit to be refunded. I have made numerous calls to get my refund but it hasn't been returned

  Business Response

  Date: 12/20/2023

  To Whom it May Concern,
  
  Our records indicate the refund check was sent to the customer, cashed, and cleared our bank on December 6, 2023. If the homeowner did not cash the check, please contact our accounting office at ************ to open an investigation.

  Thank you,

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

• Initial Complaint

  Date:11/28/2023

  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.

  I signed up for a quote from this company. After reviewing their reviews and policies I decided to cancel my appointment and asked to be removed from their call list. They continued to call me 10 times a day for 10 days straight. Each time I asked them to remove me from their call list. It never stopped. I finally lost it and called their headquarters up and had a very nasty conversation with their manager ******. She then proceeded to create a fake mobile number and was harassing me with pictures and phone calls all night. She then proceeded to find my sister in laws name and number and harassed her as well. Recently they gave my information out to several health insurance companies and I am being bombarded with phone calls. This is very unprofessional and harassment. I would like to file a complaint with this awful company

  Business Response

  Date: 12/13/2023

  To Whom it may concern,

  Remodel USA did an investigation on the homeowner's claim. Remodel USA's last contact with this customer was on Nov. 22, 2023 at which time the homeowner requested to be put on a do not call list. No further contact was made to the homeowner after that. The text messages the customer received is not from anyone affiliated with Remodel USA. Remodel USA does search out family members and only contacts individuals that request information from us directly. The homeowner submitted a request to us through ********* therefore they be contacted/solicitated by different vendors, but Remodel USA never shares or sells their information. Perhaps, the homeowner should contact their phone company to track the source of the messages. Remodel USA has complied with the homeowner's request to not call since the request was made. 

   

  Thank you,

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

  Customer Answer

  Date: 12/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I then called back remodel USA and they confirmed I was put on the do not call list. I continued to receive calls from them harassing me all day long.  I then called their headquarters and did a three way call with their manager and the numbers that kept calling. Upon the second number answering the two parties on each end knew each other and were laughing as if this was a joke. I then asked if she worked for remodel USA which she said yes.  The calls then continued and would not stop.  

  They are the only company I shared my information with and then I started receiving harrassing calls from health insurance companies claiming my information was shared with them  

  if you don't believe me try and plug your information to remodel USA website or ********* and watch the calls come in and not stop   This is a joke of a business and should be banned from operating 

  Regards,
  
  *************************

  Business Response

  Date: 12/20/2023

  To whom it may concern,

  Remodel USA does not share information with anyone. We reopened the investigation on the claims from the homeowner, Remodel USA has not attempted to contact this homeowner since the request was made to be put on a call do not call list. The calls are not coming from Remodel USA and the claims made by the homeowner are false. 

  Thank you,

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

• Initial Complaint

  Date:11/04/2023

  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.

  I live in Charlottesville and made two appointments with Remodel USA for a bathroom remodel quote. Neither Contractor showed up at the scheduled time, essentially a no call, no show. Called Remodel USA and reported the tardiness and both times they attempted to get ahold of the contractor to determine the status. The first contractor, called back after 45 minutes with an excuse related to her husband being dcd from the hospital and settling him into a nursing home. After talking to ******* at the office, he assured me that if I chose to reschedule that the next appointment would be better. Today is the rescheduled day and the 2nd contractor has not shown up. Called the office and they once again apologized. The contractor ***** called me 30 minutes post scheduled time and nonchalantly says he was dropping his daughter off at a friends house for a Dungeons and Dragons party and was about to head my way! If this is the way that a company conducts business at the onset, I do not trust them with the work. Moving on.

  Business Response

  Date: 11/20/2023

  To whom it may concern,

  Remodel USA LLC will honor the customer's request to not contact. Remodel USA has protocols in place to ensure our team members are prompt and prepared for all appointments. The team member did not adhere to our protocols and we took necessary actions to ensure they don't provide another homeowner the same experience. 

  Thank you,

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

• Initial Complaint

  Date:10/31/2023

  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.

  WALK IN SHOWER INSTALLED WAS IMPROPERLY INSTALLED. INSTALLION SUPERVISIOR CAME ON 9/20/2023 SAID IT HAD TO BE REPLACED, I WOULD RECEIVE A PHONE CALL FROM COMPANY WHEN THEY WOULD SEND SOMEONE TO REPLACE IT. NO PHONE CALL I HAVE CALLED THEM MANY TIMES NO REPLY. MEANTIME SHOWER IS LEAKING RUINING MY FLOOR UNDERNEATH.

  Business Response

  Date: 11/14/2023

  To Whom it May Concern,
  
  This complaint has been resolved. The Project Manager called to confirm the customer is satisfied. 

  Thank you,

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

  Customer Answer

  Date: 11/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:10/29/2023

  Type:Order 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 an 80 year old woman who was pressured into signing a contract on 8/30/23. When I cancelled the contract and asked for my deposit back, this company did not respond for almost 5 weeks! When they did respond, they demanded an additional payment to cancel the contract. They indicated the payment was to cover their “incurred labor, administrative and materials costs” or they would take further action. However, I received absolutely nothing from them, except for stress. There were no costs incurred and the job was never scheduled or started. The salesman was at my house for hours and insisted I sign the contract the day he came to give me an estimate. I told him I wanted only to remove the tub and replace with a shower pan and additional tile. He said he only did shower inserts. The current shower is in great condition. He knew I was trying to reach my kids who were not available to advise because of the Labor Day weekend but he urged me to sign anyway. He convinced me and insisted that I sign the contract to get the deal (60% discount on install, 2 years no payments and no interest, lifetime warranty on materials and workmanship) before the deal expired the next day on 8/31. When I finally had a chance to review the contract with my kids after the Holiday weekend, we discovered the following: 1. In looking back at the flyer, the flyer was very clear that you just needed to mention the name listed in the advertisement when you called by 8/31 to get the estimate. 2. The financing agreement was also not what was advertised, there was no grace period of 2 years with no interest. 3. The warranty terms in the contract Section 2 were limited warranty terms of up to 1 year from substantial completion of the project. No lifetime warranty terms were included as advertised. Do yourself a favor and think twice before calling this company or before signing a contract with this company. I found them to be very difficult to deal with and unreasonable.

  Business Response

  Date: 11/14/2023

  To Whom it May Concern,
  All of our customer's are provided a copy of their contract at the time of sale. Inside the contract is the company's late cancellation policy, and the customer's right to rescind. The customer did receive incentives towards her project, and the largest discount was applied to her price. We work with several 3rd party lenders, and unfortunately not all customers get approved for 24 months no interest no payment finance terms. All terms and conditions of the loan was discussed with the customer and loan docs were signed by the customer prior to purchasing materials. All materials were ordered for this job and the project manager contacted the customer to schedule an installation. The homeowner stated she was going to call us back to schedule and 20 days after the rescission period ended Remodel USA received a letter requesting to cancel the project. Remodel USA cancelled her agreement, advising the customer of our late cancellation policy as outlined in her contract, and the customer has since received her deposit back. 

  Thank you,

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

  Customer Answer

  Date: 11/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I do not understand the company's response.  Is it confirmed that Remodel USA has made the refund of the deposit credit permanent with the credit card company?  I was told the credit was temporary by the credit card company.  

  I am also confused by their response as the company demanded an additional fee of $5385.62 to avoid further action in their 10/16/23 letter to me.  They don't address this at all in their response above.  

  Regards,
  
  ***************

  Business Response

  Date: 11/28/2023

  To Whom it may concern,

  The disputed deposit on the customer's credit card was processed on our end, so the deposit has been returned to the customer. Remodel USA has cancelled the customer's agreement and will waive the cancellation fee. 

  Thank you,

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

  Customer Answer

  Date: 12/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************
  

• Initial Complaint

  Date:09/30/2023

  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.

  Remodel USA has called my phone 54 times since 9/15/23 and 12 times during the last 2 days 9/29/30 and 9/30/30. I do not answer the calls.

  Business Response

  Date: 10/05/2023

  To whom it May Concern,
  
  Our team members responded to a request from the homeowner for information. Since, they were unable to reach the homeowner, they tried to reconnect. The homeowner did not answer a call and ask us not to call. However, we received a request today from the homeowner, to be placed on our do not call list. No further contact will be made to this number.

  Thank you,

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

  Customer Answer

  Date: 10/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

   Their claim that I contacted them is not true. However, they have stopped the constant calling and I am pleased. Thank you
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/29/2023

  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.

  I had a shower install March 2023. There is a problem with the drain cover. There are rubber pieces in each corner of the cover, but I only have the rubber on 3 corners making the cover unstable when yo step on it. I have left messages for call back with no success. It should be a simple fix. I'm afraid it could cause a fall due to instability.

  Business Response

  Date: 10/09/2023

  To Whom it May Concern,

  Remodel USA opened a service ticket for this customer on October 2, 2023. The service was completed on October 4, 2023, to the customer's satisfaction.

  Thank you,

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

• Initial Complaint

  Date:09/27/2023

  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.

  This company started harassing me about 4 months ago. They call my phone several times a day, every single day. In addition, they also send me text messages. Each time, they ask for someone named ***. I have informed them countless times that they have the wrong phone number. I have asked to be removed from their list. I have reported them to the Do Not Call Registry. I STILL get calls every day and text messages. This is harassment. I have NEVER reached out to this business. I have not ever requested a quote and I did not fill out a form with my information for ANY services. I want off of their call list immediately. I have blocked the number they use to call me and somehow they are able to change the calling number repeatedly to get around the block.

  Business Response

  Date: 10/03/2023

  To Whom it May Concern,
  
  This homeowner will be taken off our call list. 
  

  Thank you,

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

  Customer Answer

  Date: 10/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Since this complaint was filed I am still receiving calls from this company. When I alert them that I am not "***" and have asked to be removed from their list they hang up on me. The next time it comes up on the caller ID as a completely different out of state number but it is always them. How can I actually be removed from this call list?
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 10/25/2023

  Complainant phone number is not found in our system. 

  Thank you,

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

  Business Response

  Date: 10/25/2023

  Phone number please? Cannot see this person in our database to address.

   

  ****

• Initial Complaint

  Date:09/06/2023

  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.

  Replacement of working shower for safer for disabled son. Went to the kohler.com site. It directed me to another (Remodel USA). I was under the impression I was still dealing with ******. But when the salesperson, *********************, arrived, she did represent herself as working for Remodel USA.Sales is when our problem started. *** is very friendly and very good at sales. We explained the shower was for our disabled son. Spoke at length about the need for a non-slip shower and grab bars. She assured us adamantly that the shower texture is highly resistant to slips: Far better than tile.We did not know there were different models of shower floors. Originally our contract said white shower floor. When a new contract was written to add a "locker" a floor Model was written. We had no idea we should research it.We paid nearly $22,500 (later learned this was far overpriced) but we wanted a very safe shower. We did not get it.The shower was installed. My son was hesitant to use as adapting to new things is difficult. So, after a few weeks, I used it. I slipped as the floor was slick as ice. I fell 2 more times until I could crawl out of the shower. I did not use any products with oil. MANY people have since looked and felt the cleaned shower and are shocked stating "the slickest shower floor they have ever felt".Remodel offered to paint a non-slip coating on the floor. I refused. My research advised it would peel in a few years AND we paid for a premium shower to include a slip-resistant floor. I later learned *********** was not installed as the contract states nor were grab bars blocked.Communicating with Remodel USA is a nightmare. I have too many documents to attach. I am happy to mail. My change order number is ******. I spoke with them by phone and communicated by email many times. They have lied, impersonated, given aliases, and more. I eventually hired an attorney. Remodel was nonresponsive. I have since cut ties and am not pursuing litigation.

  Business Response

  Date: 09/22/2023

  To whom it May Concern,

  Remodel USA installed the ****** shower pan listed on their contract. If this pan does meet the needs of our customer, we offer to replace the shower with a different pan, as all ****** products are the same or similar. If this resolution is suitable to customer, please call me directly at ************ to schedule an installation.

  Thank you,

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

  Customer Answer

  Date: 10/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Remodel USA says they used the model on contract. Problem is sales did not have floor samples but vigorously explained the slip resistance of the floor.  Many have examined the shower floor and are shocked by how slick it is.  Prior to the problem I did not realize there are different models of shower flowers.  I now know the sales put the least expensive floor on contract when promising a high end slip resistant floor.  We paid for a premium shower.  Your resolution states ****** products are all about the same.  If so, sales should have informed all are very slick and not appropriate for someone disabled.  Along with other poor and dangerous installation practices your sun-contractors (not ****** trained professional as sales described) used, I have no trust in your company.   Your company cannot be worked with and I do not even believe your BBB response. I was lied to so many times by your company.  Employees used aliases when speaking to me.  Most recently someone from customer satisfaction named ********* called and promised to escalate (a promise made many times).  When not escalated, I called and learned no one named ********* works at your company.  It seems to me with how quickly some lies and promises came from staff that this seems to be common practice.   I do not trust you to reinstall a safe shower, especially when in your response your already say likelihood is to be same.  My disabled son cannot use the shower safely and uses a different bathroom.  The shower taken out was not up to date but it was safe and worked.     My damages are my payment in full to you.  A refund is only appropriate resolution.   

  I am looking into another company that will remove the shower installed and replace with a properly installed shower. 
  
  Regards,
  
  ***************

  Business Response

  Date: 10/10/2023

  Remodel USA uses premium products in our installations. However, if they Kohler shower pan does not meet the needs of the customer, we will replace it with a different pan, that may offer better traction. We also can apply a non-slip coating to their existing shower pan, or we can apply it with the replacement pan if desired. Remodel USA is unable to offer a full refund on the contract, as we did install what was agreed upon in full. All warranties applicable to the contract will be honored. The customer can call to schedule a service appointment for the application of the non-slip coating or an installation of a replacement pan. 

  Thank you,

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

  Customer Answer

  Date: 11/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Your poor installation goes beyond the shower pan.  You did not block for grab bars. You did not install green board. Your company lied to me many times. Your employees impersonated others.  Your employees tried to dupe me.  I will not let you do any work in my home again.  You installed the shower pan on the contract but it is not the pan described by your sales rep.  You did not uphold your end of the deal.  We paid for a premium product.  Sales assured we were getting a premium product.  In fact, our contract revealed the least expensive shower pan made by ******.  I will be lucky if I ever recover from my injury caused by your poor product.   My attorney contacted you several months ago.  You did not even reply.  Your company has been a huge disappointment.  A new shower will be installed by a reliable company with good reputation.  If you do not want to provide a full refund; a partial is definitely warranted.   I have spent far more than the contract for a new shower.

  Regards,
  
  ***************

  Business Response

  Date: 11/10/2023

  To whom it may concern,

  Remodel USA has provided options to the homeowner to address their concerns with the pan installed. Remodel USA verified that green board was installed behind the walls during the installation. We also utilize blocking when installing a grab bar. If the customer has a concern about the stability of their grab bar installed, we would be happy to send out a technician and make any repairs that may needed. 

  Thank you,

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

  Customer Answer

  Date: 11/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Completely untrue!  Did you verify with your subcontractors who did the work?  They absolutely did not block.  They asked me where I want the grab bars after the sides were installed.  Then they attached.  We opted for two bars.  One bar they found after the sides were up that the bar was too long!  They then decidided to put it at an angle as a fix.  This was not planned.  Green board, no. Verified  on my end .  I’m frankly so tired of going over this.  This has been explained dozens of times.  All I get are lies and denials.    Instead of "confirming" with subcontractors who did this work many many months ago perhaps you should investigate yourselves for first-hand reliablesubcontractors who did this work many many months ago perhaps you should investigate yourselves.   
  
  Regards,
  
  ***************

  Business Response

  Date: 11/15/2023

  To whom it may concern,

  Remodel USA previously stated we were able to confirm that green board was used in this install. We did confirm that by a picture of the installation. In addition, if the customer has concerns about the stability of their grab bars we would be happy to send a technician out to inspect. 

  Thank you,

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

  Customer Answer

  Date: 11/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I see your photo that shows partial use of greenboard.  This explains why our investigation with a scope did not show the two pieces.  Your photo also shows lack of grab bar blocking.  Why did you not present this photo to my attorney?

  Those are two important but beside the point issues.  Primarily it is the floor.  Your sales rep at long discussion explained slip resistance.  We were charged a premium price for the shower and given the least expensive materials including the only shower floor model without any slip resistance claim.  I only learned this after our horrible experience.  I believed your rep.  I did not know shower floors have different model numbers.  I do know I have on-going treatments for back injuries from my fall on the floor and will have a more extensive procedure in December.  The misrepresentation by your sales rep has changed my life forever.  My disabled son takes his shower upstairs not in his renovated shower.  Your statements seem to indicate you take no responsibility of fault. Your offered fixes are repairs of the same materials or inexpensive treatments that are known to not last long, certainly not same as the guarantee of the shower.  Btw, despite many requests I have never been given definitive warranty information.  Your company does not perform quality work and far too many times I have experienced dishonesty.  I must fix the shower.  I believe Remodel USA should reimburse some of the cost.

  Regards,
  
  ***************

  Business Response

  Date: 12/12/2023

  To Whom it may concern,

  Remodel USA takes pride in offering a safe solutions for an individual's needs. It is unusual for a ****** shower pan to be slippery. We have contacted the manufacturer to make them aware of this customer's complaint and the customer can reach out to them directly to file a complaint. Remodel USA has provided several options to the customer to address their concerns with their slippery pan, including installing another shower pan by a different manufacturer.  We will also send a technician out to inspect the stability of their grab bars and we provided picture showing that we did in fact use green board during their installation. 

  Thank you,

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

  Customer Answer

  Date: 12/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Remodel USA did not offer to replace with a competitors shower pan.  You offered to replace with same.  When a technician was at our home for another issue, he did not even look at the pan.  
  I have been corresponding with ****** and they have been very helpful.  
  I reject further correspondence with Remodel USA.  As I have stated many times, I do not want them to work on my house.  They removed a safe, working shower with a contemporary working but unsafe shower for my disabled son.  They have lied deliberately at their franchise level, they have misled me purposefully, they have impersonated quality control officers giving false names.  This has gone on for far too long.

  I will continue to pursue a satisfactory result from ******.  
  

  I do not release Remodel USA from liability of my back injury.  It was caused by Remodel USA selecting and  installing the very least expensive shower pan that gives no claim at all of slip resistance, when specifically promised that feature and paying a premium price (over $21,000 - worth it for a safe shower but not what I received).  My injury is L-5 and S-1.  I have had several procedures.  I have another upcoming.  Greatly affects my quality of life.  I cannot stand or walk longer than 30 minutes.
  

  Not blocking for grab bars when being used for a man that exceeds 200 pounds (info provided) is negligent.  I do not need you to visit my home to test.  I already know.  I could not trust the inspection by Remodel USA.  However, after multiple asks Remodel USA would not provide me with any warranty information.   

  Clearly, Remodel USA never intendef to fix their mistake.  They have lied and caused me to run in circles for many many months.  Customer Service and responsible workmanship are not even on their radar.
  

  My hope is this is all published on the BBB website so others may read of my plight and perform due dilligence when looking to hire.
  

  I must restate that ****** is standing by their products and safety.  They have provided excellent customer servive.  I definitely recommend Kohler -- just not installed by Remodel USA.
  

  I do not think BBB negotiations are going to work.

  Regards,
  
  ***************

• Initial Complaint

  Date:08/30/2023

  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 contracted with ReModel USA to renovate my upstairs bathroom. They have received full payment for the work and it is not complete. Further, they refuse to provide me with an itemized list (with costs) for the work that was done. It appears that I have been charged for items that were not installed. They also removed items from the bathroom and did not replace them.

  Business Response

  Date: 09/08/2023

  To Whom it May Concern,

  Remodel USA has attempted to contact this customer only to find the customer's phone number has been disconnected. Please have the customer call ************ and provide a number we can reach him to schedule service.

  Thank you,

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

  Customer Answer

  Date: 09/08/2023

  
   Complaint: ********
  
  I am rejecting this response because:

  No one from ReModel USA has tried to reach out to me.  They are aware that I do not have a functional cell phone and am only able to communicate through email.  I have told their representatives this multiple times.

  
  Regards,
  
  *****************

  Business Response

  Date: 09/18/2023

  To Whom it May concern,

  Remodel USA has been in communication with the customer, providing pricing breakdown and additional information requested by the homeowner. A service appointment has been scheduled for September 21, 2023 to resolve any installation concerns the customer may have.

  Thank you,

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

  Customer Answer

  Date: 09/29/2023

  I absolutely DID communicate back with you about this complaint to tell you that is has NOT been resolved.  

  Business Response

  Date: 10/02/2023

  To whom it may concern,

  The project manager completed a site visit with the crew. The customer was not ready to complete the service at that time. The homeowner is not available for the completion of the service and provide us access to the property until after October 15, 2023. The promised reimbursement of $500 was sent out to the customer this week. In regard to the financing start date, we are unable to change financing terms after we have been funded by the lender. Remodel USA sent the homeowner an additional $500 to cover any payments that may have accrued while he awaited the completion of the service.

  Thank you,

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

  Customer Answer

  Date: 10/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  This is not an accurate representation of what has transpired.  A new manager, *****, visited me to take notes on the state of the bathroom remodel (there was no crew).  He made observations and notes about the remaining items.  The new project manager, *****, requested the date of October 15th for the repairs to be completed to allow time for ordering wall unit materials.  Yes, ReModel USA has sent two $500 checks, which I received today.  

  
  
  Regards,
  
  
  
  *** *****

  Business Response

  Date: 10/18/2023

  This complaint has been resolved. Service has been completed to the homeowner's satisfaction.

  Thank you,

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

  Customer Answer

  Date: 11/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  *** *****