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 U S A, Inc.

  1 Solution Way Ste 114 Waynesboro, VA 22980-1972

• 

  Remodel USA, LLC.

  15815 Frederick Rd Rockville Rockville, MD 20855-2219

  
• 

  Remodel USA, LLC.

  970 Loucks Rd York, PA 17404-2273

  
• 

  Remodel USA, LLC.

  6700 Virginia Manor Rd Beltsville, MD 20705

  

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:08/23/2023

  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.

  12/30/22 I signed a $53, 033.72 contract with Remodel USA Inc to remodel my masterbath. Work has still not been completed. There have been multiple reworks of almost every step of the project and there are still a great many mistakes that need to be corrected. For example…The 6 valve shower system they installed does not work correctly. The system is supposed to digitally control the temperature and pressure of the water for each of the shower heads. It does not do this. ****** recommends trying to reboot the 6 valve system by unplugging it and replugging it. I cannot get to the plug as RU (Remodel USA) sealed the access panel to the system with caulk and screws. The reason they sealed the access panel is because of the gaps that were apparent between the panel and the wall. The reason for the gaps is the wall bulges in the middle and the panel is flat… thus the gaps. The reason the wall has a bulge is the 6 valve shower system was installed in the wall but was slightly wider than the wall. Rather than widen the frame, RU just put the plaster board right over the wider system and that caused the wall to bulge in the middle where the valve system is. RU inserted screws into the floor of the master bath that came out through the ceiling of the kitchen below and its now showing water damage. The walls of the shower are crooked and not cut correctly, they are short of meeting the floor. The tiles in the shower floor are crooked. RU has yet to install a heat lamp in the ceiling outside of the shower. 7/19 I met with ******* the new supervisor to go over the problems. I have not heard from RU since.

  Business Response

  Date: 09/08/2023

  To whom it may concern,

  Remodel USA called the customer to follow up on his concerns. The homeowner refused our services to settle his complaint.

  Thank you,

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

  Customer Answer

  Date: 09/17/2023

  [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 was contacted by Remodel USA in early July and informed that *****, the Remodel Manager in charge of my project had been replaced by **** and they would like to schedule a time for him to come out and inspect my bathroom to get up to speed with what needed to be done. I agreed and met with **** on July 19th at which time I spent over an hour with him going over all the problems that needed to be addressed. **** took notes and informed me someone would be in touch. No called me back or attempted to resolve the issues. I filed a complaint with the BBB and on 09/07 received a call from Remodel USA to set up a meeting with **** so he could come out to inspect my bathroom and get up to speed with what needed to be done. I informed Remodel USA I had already met with **** and brought him up to speed and had no desire to go through another inspection with him.
   
  ***********************

  Business Response

  Date: 09/29/2023

  From: ************************* <*************@remodelusallc.com>
  Date: Fri, Sep 29, 2023 at 1:32 PM
  Subject: Complaint 20480312
  To: ***********@mybbb.org <*******@mybbb.org>
  
  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!
  
  *************************
  Executive Office Manager
  Remodel USA, Inc.
  *** ******* **** ****.
  Capitol Heights, MD. *****
  Office ************* 
  Cell *************
  **********@remodelusallc.com
  

  Customer Answer

  Date: 09/30/2023

  [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's response has nothing to do with my complaint, my contract or any recent actions by Remodel USA. I don't know what they're talking about. I haven't had any contact with RU since I've filed this complaint. They must have this contract/complaint confused with another.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 10/02/2023

  To whom it may concern,

  Our reassigned project manager did visit with customer. We made an attempt to schedule another appointment at  the customer's home with the project manager and the installation crew leader to walk the job. The homeowner refused us access to the home. If the homeowner wishes to schedule an appointment to have concerns addressed please contact the VP of production at ************. 

  Thank you,

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

• Initial Complaint

  Date:08/19/2023

  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.

  We signed a contract with Remodel USA on November 22, 2022. We paid them a deposit of $8646.54 that day, with another third due when the materials were delivered and the last payment due upon completion of the project. Our contract was for a customized walk-in shower. The initial projected material delivery date was for the first part of January, 2023. January came and went with no word from Remodel USA. After the first of February, we emailed them to determine the progress with our order. We were reminded that the hold up was for the customized shower pan/base, but the contact person would follow up and get back with us. By March 17, we still had not heard back with a follow up call. So, we called our "liaison" at the company and she said we were still waiting on the custom shower pan. She said she would reach out to the supplier and see about the projected date. No return call came. On March 30, the "liaison" called and said the status of the order was still waiting on the shower pan. We called back on April 03 for clarification on the order status. She said she would reach out to someone else and get back to us in 20 minutes. Five days later, we still had no word. We sent another email to one of the original salesmen. On April 10, another (new) gentleman called us and said the custom pan could NOT be made...no vendor had been found to do the job. He asked to come out and see what we could do to salvage the job. He met with us and offered an alternative to our original plans. We were willing to work with him, but after failed attempts to get clarifications on questions we had and to ask for a new contract, on May 13, we mailed a registered letter to Remodel USA requesting out deposit back. Since they could not uphold their end of the contract and kept promising us with no delivery, we felt like they could not be trusted. Twice we have contacted the home office with registered letters requesting our money back. Home office never responded.

  Business Response

  Date: 09/07/2023

  To Whom it May Concern,
  
  We have received the request from the homeowner to cancel their contract dated Nov. 22, 2022. Remodel USA, will cancel their contract, and waive all cancellation fees and refund their deposit back to their credit card. 

  Thank you,

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

• Initial Complaint

  Date:07/28/2023

  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 would like to follow up on the recent RemodelUSA ****** installation at my home. I am very disappointed to say that there are serious issues with the installation: I ordered and paid for biscuit colored ******** shower walls, bathtub and shower base. What has been installed, is unfortunately not as per contract. Instead I have an assortment of colors other than biscuit color, being used for different parts of the installation.I paid $35,000 for a quality installation of a reputable brand. I am very sorry to say that the installation is completely wrong, does not meet expectations and has to be redone.I request that you please take immediate steps to fix this issue.Thank you very much,

  Business Response

  Date: 08/02/2023

  To whom it may concern,

  Our Vice President has been in contact with the customer. The project manager did an on site follow up with the customer yesterday and we are working on finding a suitable resolution for this customer.

  Thank you,

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

  Customer Answer

  Date: 08/04/2023

  The issue has been resolved. Thank you for helping the company take quick action.

  Thanks!

  ***

• Initial Complaint

  Date:07/26/2023

  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.

  On 5/24/2023 a sales rep came by and spoke to me about the products they had to offer. During the interaction I was lied to about the product, I was given false information about average cost of bathroom remodel costs, I was given false information about flooring that I was inquiring about, and finally I was told the project would take a day or up to 2 days depending on the amount of work determined. The sales tactics were presented in a way that I would consider "bullying" or "forced" by saying the price is only valid for that specific moment. I agreed to move forward with a shower install ($20,106) and wanted more information on flooring for the bathroom and backsplash for the kitchen. I never heard back about the flooring or backsplash that I inquired about. I then put a complaint I'm using the business app and received a call back. I informed them I no longer felt confident going forward with their company and lost trust. I requested a refund of my deposit but was informed orders were already placed and that couldn't happen. The manager that informed me of this made an appointment with me to come out and see what could be done since I was lied to and constantly got misleading information. The manager informed me 1 hour before our appointment that he couldn't make it. I never heard back for a reschedule, in fact the project manager called to schedule the install. Contractors came to install the products only to find out not everything was there. Roughly half way through the install, I was asked about where I would like some things and that opened up a whole new set of issues. They ordered the wrong shelf and wall panels for the shower. After 6 days I finally had a working shower. I have 2 issues with the installation that are not fixed and have not been contacted back after reaching out and having a "ticket" started. I'm requesting a review for refund/billing adjustment and repair or concerns if full refund not provided.

  Business Response

  Date: 07/31/2023

  To whom it may concern,

  Remodel scheduled a service appointment directly with the customer on July 27, 2023 for August 10, 2023. All concerns will be addressed. 

  Thank you,

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

  Customer Answer

  Date: 08/01/2023

  [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:

  Not all information entered in my complaint will be resolved during my appointment.  My appointment is set to resolve some of the workmanship issues during the original  product install and damage to a brand new light/fan fixture.  I still want answers/reconciliation as to the lies/bullying into purchasing with your company, the lack of communication from the sales person and management, the real reason to why the project couldn't be canceled since they ordered the wrong materials to begin with and that was the excuse that was given, and compensation for being without my bathroom for a week when it was mentioned that the job would take a day or 2 at most.
  
  Regards,
  
  *************************

  Business Response

  Date: 08/09/2023

  To whom it may concern,

  Management will directly discuss his additional concerns with his install once all service issues have been resolved

  Thank you,

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

  Customer Answer

  Date: 08/09/2023

  Just received a call at 6:24pm Wed. Aug 9th that the person that is supposed to come out was not made aware of the appointment and will not make it.  Yet again, disappointment in this company continues and I continue to have to change plans last minute due to this matter.

  Business Response

  Date: 08/16/2023

  To whom it may concern,

  Remodel USA has been in contact with the customer. We are awaiting on replacement part for this complaint. Once received we will schedule a date to install and further discuss any resolutions. 

  Thank you,

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

  Customer Answer

  Date: 08/31/2023

  Currently waiting for a call back (1.5 weeks since initial conversation asking what I was requesting for reimbursement) to discuss a resolution.  Service call resolved issues with shower install.  

  Customer Answer

  Date: 09/11/2023

  [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:

  Currently waiting for a call back (1.5 weeks since initial conversation asking what I was requesting for reimbursement) to discuss a resolution.  Service call resolved issues with shower install.  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 09/12/2023

  To whom it may concern,

  Remodel USA did complete the repairs needed on this complaint. The customer requested that he be compensate for the inconvenience. Remodel USA agreed to reimburse the customer in the amount of $1200. Remodel USA will continue to honor all warranties. 

  Thank you,

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

  Customer Answer

  Date: 09/21/2023

  [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:  The company is attempting to "buy my silence" by offering $1200 as settlement.  I have requested $2500 which I believe to be extremely fair for a week without use of my bathroom shower, defective product and workmanship, as well as, repairing and repainting areas of the walls and ceiling in which were damaged during the installation.   I was not informed that I would have to repair or repaint walls during the sales pitch, nor did I sign or receive any documentation noting such.  The monies I believe I am owed should not have any affect on whether or not the warranty should be valid going forward, yet I am being told that $1200 is the max payout in order to keep my warranty intact.  Currently waiting for more warranty repair work on my shower, so I'll be waiting further to find out what resolution the company has before going any further at this time.
  
  
  Regards,
  
  
  
  ****** ****** 
  

• Initial Complaint

  Date:07/25/2023

  Type:Sales and Advertising 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.

  We had a shower installed in January. Since then this company has not honored their warranty and will not return emails or phone calls about correcting issues that occurred during installation. We are only seeking to have these problems resolved and our warranty honored.

  Business Response

  Date: 07/27/2023

  To whom it may concern,

  Remodel USA has reached out to the customer and schedule a service appointment Aug 10.

  Thank you,

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

  Customer Answer

  Date: 08/06/2023

  I havent answered the complaint because theyre not coming to look at the shower until August 10th. Nothing has been resolved yet. I do not wish to close this complaint until they have attempted to resolve the issues. 

  Customer Answer

  Date: 10/25/2023

  [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:
  

  Our shower was poorly installed and now it’s going to cost us thousands to rip it out and fix the damage ourselves. Complaints are resolved with phone calls that are never returned and supplies that never seem to come in. They do not care and I believe they are targeting military families with limited income. They are not honoring their contract or warranty.
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/26/2023

  To Whom it May Concern,

  The service request was completed on Oct 20, 2023 and acknowledged as complete by the homeowner. If the homeowner requires a warranty claim, please contact us at ************. 

  Thank you,

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

  Customer Answer

  Date: 11/03/2023

  [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:07/21/2023

  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.

  Remove from mailing list. The ****** Family, **************************, Henrico, VA***********. Return address is Remodel USA, LLC. 2024 Exploration Way, Hampton, VA 23666. Prst std US Postage Paid Renovo.

  Business Response

  Date: 07/26/2023

  To whom it may concern,

  Remodel USA will remove the homeowner from our promotional mailing list. 

  Thank you,

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

  Customer Answer

  Date: 07/27/2023

  [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:07/21/2023

  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.

  On 1/29/2023 I had Remodel USA come out to look my two bathrooms for remodeling with ****** ******** Shower products. I decided to proceed and at the end of the transaction, they mentioned their referral program where I could get some money for referring new clients. I was told I'd get a small amount for giving the name and if they took a meeting and purchased, I would get $500. My father was looking to get rid of his tub and get this same walk-in shower for safety so I gave them his name. They immediately contacted him and he made the purchase and his install was done on 2/17 and 2/18 and paid in full. I received a check for $25 for giving them his name but never got my $500. I reached out to the salesperson who tried everything he could to get my money. Eventually, he quit working for Remodel USA because of problems like this. I've used their website to send messages, called Remodel USA and talked to the project manager and emailed multiple times trying to get the referral money (***********************, ************************************** but to this day (over 5 months later), this has not been resolved.

  Business Response

  Date: 07/31/2023

  To whom it may concern,

  Remodel USA had not received the request from the sales rep for the referral bonus for ******************. I will submit a request for payment on the referral bonus. Please allow 7-14 business days for the arrival of the bonus. 

  Thank you,

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

  Customer Answer

  Date: 08/11/2023

  I'm still waiting on the referral check, though the VP of the company did reach out directly to help solve this issue and said it may take up to two weeks so I'm hopeful.

  Customer Answer

  Date: 08/14/2023

  Today I received my referral money check in the mail and Remodel made something right with my father's install as well.  The VP stepped up and made sure things were right... I got the back story and found it the original sales person, who is no longer employed by Remodel USA, was the root cause of the problems.  I'm very happy with the outcome.

  Customer Answer

  Date: 08/18/2023

  I just wanted to update and close this complaint for good... Everything was taken care of quickly and even my scratched shower door (which I didn't mention in this complaint) was replaced.  I'm extremely happy with the outcome and thank everyone involved in addressing this issue!

  Customer Answer

  Date: 08/21/2023

  [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:07/12/2023

  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.

  On January 29, 2023, We entered into a contract with RemodelUSA, Inc to remodel my shower tub. The company's representative, *************************, collected one-third of the contract amount, which was $6,428.43.Following our payment, we were under the impression that the work would be completed within 16 weeks. However, we have experienced significant difficulty communicating with the company prior to the 16-week deadline. Despite our attempts to reach out through calls and texts, we have not received any response. The saddest part is that 6 weeks have passed since the stipulated time in the contract, and all attempts to seek updates have resulted in no replies. Unfortunately, they do not have a registered office in New York, so we cannot resort to small claims court. Therefore, we are reaching out to your office for assistance. We are seeking a complete cancellation of the contract, along with a full refund and interest. This decision is based on their current nonchalant attitude towards the contract, and we are concerned that if they receive payment and something goes wrong, they may not take responsibility.

  Business Response

  Date: 07/20/2023

  To whom it may concern,

  Remodel USA has refunded the full amount of the deposit in the amount of $6428.43

  Thank you,

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

  Customer Answer

  Date: 07/31/2023

  I apologize for not responding to your second-to-last message. Based on my understanding, I had 10 days to reply, so I reached out to the business to explore all options before responding.
  
  I must clarify that the business has not yet fully settled with me as previously mentioned in their response to your office. While they have refunded the principal amount, they have not yet paid the requested interest. The representative who reached out to me on behalf of the business informed me that they have forwarded my interest request and are currently awaiting a response from the business.

• Initial Complaint

  Date:07/12/2023

  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.

  The company made appointment to come to my home 2xs and never showed up. I excused the 1st time as it was a holiday weekend. Next appointment was a week later. No show, no call, received a txt 2 days later to reschedule . No thank you .No way to run a business

  Business Response

  Date: 07/17/2023

  To whom it may concern,

  Remodel USA, LLC agrees to desist any further communication with ****************************** 
  
  Thank you,

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

• Initial Complaint

  Date:07/12/2023

  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.

  I can provide much more details. Here is a summary. On behalf of my 93-year-old mother, I contracted with RemodelUSA to install a shower for her. The salesman assured us it would be a zero-entry shower due to her handicapped status. When it was installed, it was not zero-entry. After speaking with the general manager (James Meadows) via texts and voice, he assured me it would be done correctly. It was redone, but it is still not a zero-entry shower. I sent a regular mail letter to the company president, but he did not reply. I called RemodelUSA to inquire about the letter and ask for the president’s email address. ******* ***** provided her email, and his, and assured me my email would go to the company president. His email was incorrect and she did not respond to my follow-up. Several times, in writing, I told RemodelUSA representatives that time is of the essence! RemodelUSA had the highest estimate, but it was also the only one that offered what my mother needed for her safety, a zero-entry shower. Now, we are left with a very expensive shower that is still a trip hazard for my 93-year-old handicapped mother. We are hoping the BBB can resolve this matter for my mother's safety. Thank you.

  Business Response

  Date: 07/12/2023

  To whom it may concern,

  Remodel USA was unaware that the customer was unsatisfied with the final installation. Remodel USA redid their shower to the customer's specifications and needs. We also supplied and installed flooring, at no cost to the customer, to ensure safe entry into the shower space. The complainant expressed gratitude and satisfaction to the project manager, *****, at the completion of the install. The customer's son also communicated satisfaction to the project manager for the work that was done. In addition, Remodel USA reduced the contract amount by $1181.20.

  Thank you,

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

  Customer Answer

  Date: 07/14/2023

  This is a reply to the response from Remodel USA regarding complaint #********.
  Remodel USA (Product Manager ****** and General Manager *************************) were aware that we were not satisfied with the final installation. We have texts to prove that and I wrote a letter on May 22 to the Remodel USA President. See #** below.  
  All texts are available to BBB upon request.
  *************************
  1. The compliments from **** were referring to the hard work done by the two employees. **** was not aware of the trip hazard at that time.
  2. The compliment from me was before the door was installed.
  3. Text from the salesman guaranteeing a Zero Entry.
  
  4. Text from Product Manager ****** guaranteeing a Zero Entry.
  
  5. Texts from me dated May 18, 2023.
  
  6. May 9 & 10 texts from General Manager *** ***** *******.                         
  
  7. May 18 text from General Manager ***** *******.
  
  8. Refutation to *** *******
  A. “(T)hese showers are also known as curb-less showers or low-threshold showers.  From these names, one can deduce that showers without any elevated entry points are called Zero Entry Showers. These do not require stepping over any walls or barriers…
  “Zero-entry showers are popular for a variety of reasons. This conveniently accessible bathroom system is perfect for elders, those with restricted mobility, handicapped individuals, or individuals who have to shower while sitting.”
  ********************************************
  B. Images of Zero Entry Showers (There are many more on the Internet.)
  
  C.  Although this is not perfectly clear, it appears to be a zero entry shower on the Remodel USA ******** page.
  
  9. May 18 closing texts from me.
  
  10. May 22, 2023 letter to Remodel USA president.
  May 22, 2023
  Dear President, Remodel USA:
  Earlier this month we (my sister, my mother, and I) had a shower replacement, for my mother, by your company, Remodel USA.  This was necessary because my 93-year-old mother is handicapped.  She is unable to stand alone, she walks bent over supported by a walker and has a shuffling gait.  She recently had a fall in the shower which prompted me to do research on zero-entry showers.
  I did my due diligence by interviewing four different companies that sent sales reps to show us what they had available. Only one, which was Remodel USA, told us that they offer a true zero-entry shower. Remodel USA had the highest estimate, but it was also the only one that had what my mother needed for her safety, a zero-entry shower.  We were also impressed because Remodel USA only uses ****** products. We are familiar with the ****** reputation and quality.
  ******* ******** (the Remodel USA representative) came to the house and went over every detail with my sister, my mother and myself. We asked numerous questions to ensure we were getting what we needed. My mother picked out the details she liked.  She did not want a bench seat because it would not meet her needs. She already had a shower chair that worked well for her. We discussed the zero-entry shower. We asked many questions as to what kept the water in since it was the same level as the floor. He explained it had to be precisely measured and it was a weighted floor with the proper angles per measurement which would allow it to drain away from the door. ******* also explained that the door hung from the top of the shower only, with no bottom track. He said that the bottom of the door glass has a seal which would meet the top of the shower pan to prevent water from escaping.  He assured us that they do not cut into the joist at all. It was a special design of the shower pan.  
  We were very impressed with *******’s knowledge of what Remodel USA can do. He told us all about the lifetime warranty, and that if there were a problem, they have 72 hours to fix it.
  ******* came back to the house again to have the contract signed. The same three of us were present. He had his **** going over each step of the contract, explaining what we were signing. He told us again we would have a zero-entry shower with a handheld sprayer. He pointed on the **** where he wanted my mother to sign. He called the office and gave us the projected dates. The pre-install would be Friday, April 28, and the install would be May 2, 2023 at 9:00 AM. He also wrote down his name and number as well as ***** *******, the general manager, and ***** ******, the product manager. ******* told me to call him if I had any questions.
  That night mom and I were discussing the colors available for the shower. I texted ******* ask him to send me the colors available. My mother changed her mind and went with *******. ******* also send a picture of that with a decorative strip near the top. He said this was an option. I told him that mom really liked that and she wanted the ******* with the decorative strip like he had sent.
  Apparently, everything he told us was not put in the contract that my mother signed.  Little did we know, until all this happened, that mom did not get the decorative strip that really dressed up the *******. Also, the hand-held shower wand was not provided.
  On April 28 I was expecting someone to show up to do a pre-install. ***** called and said a pre-install was not necessary. He had all the measurements from the pictures that ******* took. It didn’t make a lot of sense to me, so I called *** ******* and he explained they don’t always need to come out to measure when it is the standard size. We were told by ******* that they would come out and do precise laser measurements to get the exact measurements for the zero-entry shower base.
  The day the installation was scheduled we got mom up at 6:00 a.m. so she would be out of the bedroom where they went through to work. When the crew did not arrive at the time we were told, I called and was told a Covid emergency caused them to cancel that day. When the job was scheduled again, we got mom up at 6:00 a.m. and later found out that the crew was in a traffic accident and the job was cancelled again!
  When the crew showed up to do the install, they tore out the old shower and put in the base of the new shower. When I came down to mom’s later, I discovered that it was not a zero-entry shower.  Only then I found out that ******* had not put in the contract what was discussed with us. The contract did not have all the details like we discussed!
  After talking with *** ******* and ***** numerous times and texting back-and-forth, *** ******* assured me that it would be taken care of correctly. ***** asked that I let them finish the job. He said, that way my mother would have a shower to use until something could be done to correct this situation.
  I spoke with ***** to review the details to make sure we had everything correctly ordered. This time he ordered a handheld shower wand. I told him about the ******* walls and the decorative strip that was supposed to go near the top. ******* did put the ******* walls in the contract, but he did not order the decorative strip as mom requested. ***** told me that since it was not in the contract it could not be done. I got the feeling that Remodel USA felt like I was trying to take advantage of them. I only wanted what ******* told us he was ordering.  
  ***** later called me and told me that he had the shower base that we needed. It had been specially ordered by him. We set up an install date again. Unfortunately, things were not quite right. The shower pan was put in but, it still was not flush with the floor. My sister, my brother, and myself were there trying to figure out what was going on and how this mistake could be corrected.
  I texted ***** a picture and he told me the floor could be raised and that would make it flush with the shower base. That is what was done and he was correct. We were very happy with the new floor and what appeared to be a zero-entry shower. It would take care of the safety issue for my mother, which we were all very grateful for. (We lost my father a year ago and we have been staying with mom ever since to watch over her since she has a history of numerous falls and broken bones.)
  The shower doors were not up yet, but I was not concerned because I was told they hang from the top rail only and had a rubber seal on the bottom. Later, when I walked into the bathroom and saw the bottom rail that mom would have to step over, I could not believe it! They used the doors, that were not for a zero-entry shower, that came with the original order. I had trusted *****, as the expert, to order what was needed for a zero-entry shower. After all we had been through and there was a trip hazard again!
  I took a picture and texted it to ***** and he then texted it to *** *******. (Prior to this, I had received a text from *** ******* stating that he was sorry how it turned out that the flooring will make it a zero-entry and that will complete the job. He then said, “I am done with this and remove me from this conversation.” And shortly after he sent me another text stating that the “last payment of, $7162.07, needs to be paid when the flooring is done-no exception.”      
  Since *** ******* had put in “no exception,” I told him, there was never an issue of us paying. All that we had ever asked for was a true zero-entry shower for the safety of my mother who is handicapped.
  After ***** had texted *** ******* the picture that I sent him because I asked why there was a strip across the bottom (which is a trip hazard) and I had been told the door is supposed to hang from the top only, *** ******’s response was “just take the door off and then there is no step. There is no shower in the world that does not have a little step over.” I did not text the picture to *** ******* since he said he did not want to be in this conversation and to remove him from it.    
  ***** told me that the track has to be on the bottom for the door to set on. I asked him if they make a door that hangs from the top only. He replied that is only in a 48-inch shower and ours was a 60-inch and would not work.  I asked him why they advertise a zero-entry shower when they cannot provide one. If I had been told this upfront, I would never have gone with Remodel USA. I am looking for a zero-entry shower for my mother safety
  ***** told me there was nothing else he could do. He was going to tell his crew to go home and maybe send someone else to deal with it. He asked me if that is what I wanted. He stressed that there is no way to make a zero-entry shower in this situation. I told him if he was telling me this is all he can do, and it is not possible to make it so my mother does not have a trip hazard, then I guess will have to live with it.
  We have only praise for the two young men who did the work. ****** and ***** are very hard workers and very pleasant. There were some difficulties with English at first but ****** used a translator on his ****** and it all worked out well.
  *** ******* and ***** worked with us until the last problem arose and then had nothing more to offer, other than to take the door off as *** ******* had said. They said there is nothing else that could be done to make it a zero-entry shower.
  Again, if this is the case, then your company should not have offered a zero-entry shower.  I only wish I had known this sooner and not been taken in by your representative who sold my mom the shower!
  The job was finished on late Friday and my mother was told to wait 24 hours to take a shower. On Sunday, we realized that she had a lot of trouble crossing over the bottom strip in order to get into the shower.
  Now, we are left with a very expensive shower that is still a trip hazard for my mother who is handicapped since it is NOT ZERO-ENTRY! 
  Were they correct in saying that there is NOTHING that can be done to provide a zero-entry shower for the safety of my handicapped mother?
  From a very dissatisfied customer!  
  *************************
  

  Business Response

  Date: 07/18/2023

  To Whom it May Concern,
  
  The satisfaction of our customer's are important to us. We installed the walk in shower in accordance with the contract. When the customer's daughter had initially expressed concerns of the threshold, we arranged for a crew to redo the shower pan area, and installed flooring at no cost to the customer.  The customer's daughter stated she wanted to keep the sliding shower door which does in fact have a slight edge. The project manager suggested a curtain rod, the customer's daughter declined. The reference photos in the complaint, are displaying different spaces, with different measurements, and a pivot door. The pivot door is not recommended for their space due to the location of the toilet and the decreased accessibility into the shower space opening. Remodel USA once again recommends a curtain rod for easiest accessibility into the shower space. 

  Thank you,

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

  Customer Answer

  Date: 07/21/2023

  [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: "When the customer's daughter had initially expressed concerns of the threshold, we arranged for a crew to redo the shower pan area, and installed flooring at no cost to the customer."  
  RESPONSE FROM *************************: The original installation was not a zero entry as requested. General Manager, ************************* said (May 9 text), We are going to get it fixed. The discussion was ALWAYS about a zero entry due to the age and handicapped status of my mother.

  REMODEL USA: "The customer's daughter stated she wanted to keep the sliding shower door which does in fact have a slight edge. The project manager suggested a curtain rod, the customer's daughter declined."
  RESPONSE FROM *************************: The REMODEL USA salesman,*******************************, told me (April 13 text) that we are the ones with roller or track system from the top, with zero entry. Therefore, I did not expect a track on the bottom.

  REMODEL USA: "The reference photos in the complaint, are displaying different spaces, with different measurements, and a pivot door. The pivot door is not recommended for their space due to the location of the toilet and the decreased accessibility into the shower space opening. Remodel USA once again recommends a curtain rod for easiest accessibility into the shower space."
  RESPONSE FROM *************************: That evades the point.****************** said (May 18 text), There is no shower in the world that does not have a little step over. The photos prove otherwise. The REMODEL USA salesman,******************************* should have noticed if the space was a problem.
  
  Also, REMODEL USA salesman, ******************************* said (April 14 text), And the bottom seal around doors and angle of pan keeps water in
  
  Please see the attached texts.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 07/24/2023

  To whom it may concern,

  As stated in previous responses, Remodel USA has installed the project in accordance to the contract signed by the homeowner. If the project requires service, their contract is backed by our lifetime warranty. 

  Thank you,

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

  Customer Answer

  Date: 07/26/2023

  [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:
  
  1. The contract was deceptive due to the Remodel USA salesman who told us one thing and marked another on his iPad. For proof, see the May 13 and 14 previously submitted texts from the salesman, ******************************* who, I was told, is no longer with Remodel USA.

  2.  The May 9 text (attached)from Remodel USA General Manager, *************************, said, it was our mistake.******* never put in the contract zero barrier. We are going to get it fixed.

  3.  We have a May 18 text (attached) from ****************** to me and Project Manager, ******, stating: (exact quote) I am sorry how this turned out but I will do the flooring that will make it a zero step and completes the job. ************ will send you the rest of the money.

  Based upon the words of Remodel USA, the job was not completed.

  Therefore, I request that Remodel USA complete the job with a zero entry step, or provide a full refund of what we paid.
  
  Regards,
  
  *************************