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 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.

  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:03/24/2023

  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.

  On Feb 17,2023 we signed a contract to do bathroom renovations in our home and gave ******************************* and *********************( who were the sales rep that came to our house and did the contract) a down payment check for 4000 dollars. The next morning we decided that we were going to cancel this contract as we felt we were pressured into the contract by being offered a 5000 dollar discount if we agreed the day before. We called them and asked for our check to be returned to us. We were told .the check was overnighted to corporate office and it would take several days to send us a new check. I have contacted ******* several times and was told multiple stories that I don't believe. The last 2 times i called him i left voicemails with no reply. Today I called the number I had for corporate offices that went straight to voicemail and left msg about this situation with no response. I also left a voicemail with Brandon saying If i didn't hear anything from him today I would contact BBB. They cashed my check on the 3rd of March

  Business Response

  Date: 06/01/2023

  From: ***************************** <*************@remodelusallc.com>
  Date: Wed, May 31, 2023 at 1:37 PM
  Subject: ***** ********
  To: ***********@mybbb.org <******************@mybbb.org>
  
  ****************,
  
  This contract was cancelled and the deposit refunded in April 2023.
  
  Thank you,
  ******

  Customer Answer

  Date: 06/04/2023

  [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:03/24/2023

  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.

  We needed new shower because my husband is disabled and unable to do the 9 inch step up into the shower. After having 3 companies give us an estimate, we were going to have our future son in law (a contractor in Fla) put it in because of the cost to do so. RemodelUSA called and asked if they could send a manager out and try to get the costs down. We were told it would take 1-3 days to finish the job. The job was started on November 1, 2022. After ripping everything out, they realized that none of the supplies sent would fit and they had to order a new ones. Three different people measured project at 3 different times. The job was never complete until February 2023. At one point over the Thanksgiving holiday, the crew left their pile of wood and old shower materials in my front yard. A week went by before it was taken away. I had to call and have crew come out several times to correct problems with the work during the time they were here. All issues have been addressed with the workmanship. During this time of waiting , my husband was unable to get bathed because he was unable to step over the tub in the other bathroom. He was having diarrhea everyday and I was having to wash him up everyday standing by the sink. Our project manager was *************. During one of my conversations with him when we were discussing my concerns, he told me that when the shower was done we would discuss a discount on the project. RemodelUSA turned the final amount into Service Finance before even talking to us about taking monies off the biil. I have tried to get in touch with ************* several times but I always had to leave a message and he never returned my calls. I also sent an email to the manager (***************************** )who came out to the house to talk with us to get the amount lowered but no answer from her either. I even tried to get the name of the actual owner of the company which I found the name ***************************** and wrote an email and asked ****** to forward to him in case they were family. No response.I am just so frustrated.

  Business Response

  Date: 06/26/2023

  From: ***************************** <*************@remodelusallc.com>
  Date: Fri, Jun 16, 2023 at 11:10 AM
  Subject: Complaint ********
  To: *************@mybbb.org <**********************@mybbb.org>
  Cc: ************************* <************@remodelusallc.com>
  
  ****************,
  
  In response to Complaint ********, if the customer could please send what they feel is a reasonable discount to:
  
  *************************************
  *************************************
  
  Then we will consider this and respond to them. I have not received the email sent to ****** that was referenced in the complaint.
  
  Please do make sure it is sent to both emails as I will be out on medical leave very soon and I want to ensure that this communication is not missed.
  
  Thank you,
  
  *****************************
  CFO/COO
  
  Remodel USA LLC

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

  Customer Answer

  Date: 07/20/2023

  From: ****** ********** <**********@*****.com>
  Date: Thu, Jul 20, 2023 at 11:20 AM
  Subject: Re: Remodel USA Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  *** ******,
  I have been in touch with ****** ****** at RemodelUSA and have decided to accept their offer of reimbursement of $1500.00 for  for problems we encountered during the shower installation. Therefore, I am requesting that my case be closed.
  Is there anything else that I need to do?
  Thanking you for your help in this matter..
  ****** **********
  

  
  

• Initial Complaint

  Date:03/16/2023

  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.

  On 10/24/2022 we gave Remodel USA Inc $2,200.00 deposit for new shower system. Agreement #******, invoice #*******. We live in a co-op and Remodel USA Inc is not licensed to do work here. We have made several calls to all numbers that we have for them, nobody answers or calls back. This company is bad news, heads up for anybody that wants to deal with them. Even when calling the main office number, there is no answer and when we leave a messages nobody calls back. This is very frustrating.

  Business Response

  Date: 06/01/2023

  From: ***************************** <************@remodelusallc.com>
  Date: Wed, May 31, 2023 at 1:17 PM
  Subject: ******* ********
  To:  *******@mybbb.org <*******@mybbb.org>
  Cc: *********************** <********@remodelusallc.com>, ****** ******** <********@remodelusallc.com>
  
  ****************,
  
  This job was cancelled and the deposit refunded in March 2023.
  
  Thank you,
  ******
  *****************************
  CFO/COO
  Remodel USA LLC
  
  *************************************
  
  ************
  

  Customer Answer

  Date: 06/01/2023

  [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,
  
  ***************************
  

• Initial Complaint

  Date:03/10/2023

  Type:Delivery 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.

  Bathroom remodel done 5/7/2022; repair work done 3/8/2023 Communication issues with multiple employees; repair work not completed to our satisfaction; when calling multiple business numbers, the only department that answers is new sales; emailed COO and have not received a response or acknowledgement.

  Business Response

  Date: 06/01/2023

  From: ***************************** <***************@remodelusallc.com>
  Date: Wed, May 31, 2023 at 1:34 PM
  Subject: ***** ********
  To: ***********@mybbb.org <*******@mybbb.org>
  
  ****************,
  
  We have scheduled this service for 6/7/23, we have also agreed to refund her $1,000 for her inconvenience.
  
  Thank you,
  ******

  Customer Answer

  Date: 06/08/2023

  [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 repair work is not done to our satisfaction. When the crew was here, the paint was still wet, and when it dried, it is a different color and sheen. It almost looks like they didn't clean out a brush, and now it's a light grey on the white ceiling (almost a color between the wall and ceiling).

   I reached out to ****, VP of Production,  that afternoon and still have not heard back. He reached out to us several days before the scheduled date, to move our appointment.  We agreed but gave a later start time in the morning, which he said ok. The crew showed up even earlier than the original time we said didn't work for us. We had moved lots of work meetings to Tuesday,  since they were to come Wednesday, so the time we agreed on was in between meetings.   

  The compensation of $1000 still has not arrived.  We were told it would be here by 6/3. At this point we want more compensation,  and hire a painter that we know can finish this job correctly.  We also would like ****** to reach out to us directly.
  

  Regards,
  

  Business Response

  Date: 07/07/2023

  From: *********************** <**************@remodelusallc.com>
  Date: Fri, Jul 7, 2023 at 12:40 PM
  Subject: ***** ********
  To: **************@mybbb.org <*******@mybbb.org>
  Cc: ************************* <*************************************>, ***************************** <********************************************>
  
  
  Good afternoon, ***** we have resolved this complaint. Customer has been given a 1,000.00 refund and we have paid ******* painters to repaint ceiling and work has been completed. Please let me know if you have any questions 

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and their description is accurate. We have received the check and the work is completed. We had requested to speak to ****** about the communication concerns, but have not been contacted by her.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/09/2023

  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.

  This is my experience with Remodel USA. Sales Manager *******, Contracted whole bathroom renovation seamless shower system that would take 2 days to complete. Started project on January 13, 2023. Took 6 weeks. The work site was looked over during the sale by ******* and we were told seamless system could be installed. It could not be installed per their contractor. We let them cut it down and change design slightly to try and make installation work but seamless wall would not fit. We asked for refund. They refused and pushed other options on us. Threatening to tie our deposit up in the legal system. Manger ***** Refused  our Refund. Then pushed us into a secondary contract that changed the seamless system to a locker wall system. Basically recessed shelves. This was after they ripped everything out of my bathroom and left me with just 4 walls. The workmanship is poor. The locker / shelf system was installed wrong. The shelves didn't fit. Locker  was supposed to be redone Monday Feb. 13. It was cancelled by them. Reset for February 17. Contractor doesn't speak clear English. I was pointing out issues they needed to address as he was taking pictures of job. Contractor told me to go sit down in broken English. He was allowed to take the photos of site. I just want problems on job photographed also. My tone must of upset him and he just left. Job still not done. Contractor did horrible job and creating more work in the process from mistakes. Workmanship is horrible. I paid a lot of money for this and they dont think anyone in this same situation would get upset. Photos taken after contractors said job was done if your wondering. Contractor coming back out again on 2-20-23 to re- fix locker. Remember this was sold as a two day project. VP of company was contacted and agreed to refund $3000. He also stated he would send release and this release would not void warranty. I have the text. The release was for a total release of responsibility. Not what we agreed to.

  Business Response

  Date: 06/27/2023

  From: *****************************
  Sent: Wednesday, May 31, 2023 1:30 PM
  To: *******@mybbb.org <*******@mybbb.org>
  Cc: ***************************** <**************************************>; *************************** <**************************************>
  Subject: ******** ********
   
  ****************,
  
  This complaint is no longer available for me to respond to online. From what I can see no response was received about the release that was sent to the customer, other than this complaint. If the customer is unhappy with the language in the release then we would be happy to have them made updates to it for our review, and send it back to me. Most likely we can come to a resolution if they are able to update it to their satisfaction and we can review it.
  
  Thank you,
  ******

  From: ***************************** <********************************************>

  Sent: Friday, June 16, 2023 11:12 AM
  To: ************************************ <************************************>
  Cc: ************************* <*************************************>
  Subject: Fw: ******** ********
   
  
  ****************
  
  On the portal this complaint does not show that we have responded, but I did send the below response back on May 31, you may not have received it. If you could please update that I would appreciate it.
  
  If the customer could make updates to the language they are unhappy with in the release then we would be happy to review it. This must be sent back to:
  
  *************************************
  *************************************
  
  Thank you
  ******

  Customer Answer

  Date: 06/27/2023

  [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: **************** and I spoke on the phone. He advised that they would reword the revised release so that it would not void our warranty or release any liability and resend that revised release to me. I would prefer a refund without strings attached for what my wife and I went threw during this process. **************** agreed to the 3K refund himself due to construction issues without voiding anything. I have a can provide the text he sent me again if needed.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 07/10/2023

  To whom it may concern,

  The settlement agreement that was sent to the customer clearly stated that all warranties will remain place. The agreement will be resent to the customer to further process their reimbursement $3000.00

  Thank you,

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

  Customer Answer

  Date: 07/17/2023

  [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:

  From: ******* <*****************************************>
  Date: Mon, Jul 17, 2023 at 11:10 AM
  Subject: Re: BBB complaint #********
  To: ************************* <*************************************>
  Cc: ************************************ <************************************>
  
  
  ***************** 
  
  I do not accept this new agreement sent. It is the same as the last one. You just added all warranties are honored but then it says you will do no further work related to this contract and Remodel USA wants to be fully released from damages and liability! How can your company honor a warranty if your not gonna fix any issues that was caused by your product or installation or do any further work that may arise? Your Vice President, *** ******, had conversations with me to refund me $3000.00 due to issues with the job. I provided you that conversation via text between us. Nothing more or less. If your a honorable company, I request the agreement made be honored with no strings attached. I am not releasing  USA Remodel from any obligations pertaining to my bathroom. As I stated with *** ******, if you want a full release then I would require a full refund. Your company can not honor the warranty with all the additional releases of liabilities you have attached in the new release form sent!
  
                                Sincerely, 
                                 *******************************

  Business Response

  Date: 07/18/2023

  To whom it may concern,

  I spoke with ******************** directly and agreed to reimburse him $3000.00 and honor all warranties applicable to his contract.  

  Thank you,

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

  Customer Answer

  Date: 07/20/2023

  [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.  I will be reimbursed $3000.00 and all warranties will be honored with no strings attached. Thank you ****************!
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:03/07/2023

  Type:Product 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 Remodel USA install a walk-in shower about a month ago in early February 2023. They lied telling me their company was cheaper than anyone else which after I later got quotes from other companies after it was installed and I was not happy, I found out they were actually more expensive by $6,000 to $11,000 more than other companies I received quotes from. Also they told me I would get a lot more room in my shower which it was less. I called the manager and he asked me to send photos and he would get back to me which he has not. He asked me on the phone what I wanted at this point. I clearly told him I wanted my money refunded immediately. The transaction date for my first payment was 2/21/23. So far, I paid out $6,527 and the other $15,000 is being financed through green sky. The reason I am seeking a refund is not only did they deceive me with the price and shower space but also they use cheap material and did a poorly done and careless job there are many areas that are not done correctly they asked top dollar for beyond shoddy work I have every company that I got a quote from to vouch for me as they too, looked at the job that was done by Remodel and pointed out their careless flaws and problems with the installation. Although I have sent photos and videos to the Remodel USA manager as requested, he never got back to me at all. To resolve the problem. The application ID number is **********. The agreement number is ******.

  Business Response

  Date: 06/01/2023

  From: ***************************** <****************@remodelusallc.com>
  Date: Wed, May 31, 2023 at 1:20 PM
  Subject: Royston ********
  To: ************@mybbb.org <****************@mybbb.org>
  Cc: ***************************** <******************@remodelusallc.com>, *************************** <*****************@remodelusallc.com>
  
  ****************,
  
  Our VP of production met with this customer on both 4/24/23 and 5/18/23, an agreement was made to finalize the finishing of the shower on 5/18/23 and materials for that were ordered, an update was given to the customer verbally as to the status of this on 5/26/23.  
  
  Thank you,
  ******
  
  *****************************
  CFO/COO
  Remodel USA LLC
  *************************************
  ************

• Initial Complaint

  Date:02/26/2023

  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.

  Please take a look at the below and see what can be done to fix the issues. Unfortunately, we are not very happy with the quality of work that was completed for our ****** ******** shower. The product itself is great but the installation was not. We are still having problems with our shower door. The shower door is not level which causes it to slide open, which is a problem when taking a shower. We get that a pre existing bathroom from 1984  when our townhouse was built may not have level floors and walls and it makes the installation a little tricky but the installer should know how to make it level/right. I'm not saying perfect but at least better then what we have to deal with. However, the installer had to come back 3 times to fix some things but never fixed everything. And at that point we would prefer a different installer to fix it. Thank you for taking the time to read this email with our concerns

  Business Response

  Date: 05/31/2023

  To whom it may concern:

  We are currently working to schedule this with the customer.

  thank you

  Customer Answer

  Date: 06/06/2023

  [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:02/17/2023

  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 paid over $13,000 to USA Remodel to change out my tub/shower combo to a shower. They showed my pictures of what I would be receiving and I was satisfied with the pictures that's they showed me with the price. However, that is nothing what I received. I contacted the manager right after the work to let him know I want satisfied and he asked was the work complete I said yes he said I needed to sign that the work was done and they would fix the issue that I had. I tried waiting a couple days the worker ******* texted me and started she wouldn't be paid unless I signed the papers so I signed. I was assured they would fix what was broken which my trim had gotten broken in my bathroom during the process. I've had problems with the grout coming up as well. I've contacted the new manager **** serval times with no luck. I spoke with (2) different customer service representative an they were suppose to put in service tickets and call me to schedule a service call an I never received a call.

  Business Response

  Date: 05/31/2023

  To whom it may concern:

  Appointment to address this service has been scheduled for 6/2/23.

  Thank you

• Initial Complaint

  Date:02/14/2023

  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 contracted with Remodel USA on or around November 12, 2022, to renovate the upstairs bathroom. This consisted of removing a claw tub and install of a shower. The job started on January 6 and completed on Jan. 7, 2023. The General Manager never showed up to ensure the job was completed correctly. I thought every thing was ok. I noticed there was dust by the bathroom pipe's access door. I opened the door to find the pipe(s) leaking. I called the GM, ************** and told him what was happening. He said he would come pass to see what was wrong. ***** never showed up. I called again on Jan. 30th and left a v-mail. Jan. 31st I sent a follow up text asking if he was still coming. I have been in communication with the Finance Manager, ********, up until Feburary 7th, at which time, I asked to speak with the Vice President, ******************* and she stated he was out of town, but will give him the message. I called him directly the same day and left v-mail as well. Feb. 7th, I reached out to her again via text, but have not heard back. Someone called from ************, he stated he heard I had a complaint, I asked him to call me back in 5 minutes because I was in the midst of getting in my car. He never called back. I tried calling him twice but never heard back. Multiple sales people have called about purchasing more services, but no one has called. I am a 70 yr old woman with a spinal condition. I really needed to have this shower put in. The original sales rep, ***** was so kind, but I realize he was just trying to make a sale now. I live on a very limited income, had to take out a loan, and did not receive the discount that was promised. This is a horrible feeling. They took advantage of a senior citizen woman. Amount paid: $12,000. Outstanding Balance: $6408. Account Number: ************.

  Business Response

  Date: 05/31/2023

  To whom it may concern:

  The plumbing issue in this case is not related to the work of Remodel USA, the consumer is aware and acknowledges this. She is also aware that once her plumber fixes the issue we will reinstall the shower for a fee, but that it is not covered under the warranty. This plumber has not done their work yet and so we cannot provide the reinstallation yet.

  Thank you

• Initial Complaint

  Date:02/11/2023

  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 Sunday 1/22/2023 *** **** ***** (representing Remodel USA, LLC) was present at my residence to provide me with a bathroom remodel presentation including the cost of this job. The job was quoted at $22, 568. I provided an initial down payment to *** ***** in the amount of $2,568 (**** ******* ****** ***** Check #***) on the same date. The rest of the amount was to be financed by his company. *** ***** indicated that I had until Thursday 1/26/2023 to cancel the job and that Remodel USA, LLC will not deposit the check until Thursday 1/26/2023. On Wednesday 1/25/2023 I called *** ***** on his cell phone and he informed me that the finance department did not approve the financing for the job. I then immediately told *** ***** that I wasn't able to financially pay for the rest of the job at this time and to cancel the job. I also immediately asked *** ***** about the initial down payment check and *** ***** indicated that the company will return the check back to me and apologize that I wasn't able to get approved. The following day, (Thursday 1/26/2023) I checked my bank account and was surprised to see that the check has been cashed by Remodel USA, LLC. I then immediately called *** ***** who assured me that Remodel USA, LLC will return my money and not to worry. Since then, I have not received any calls from *** ***** or Remodel USA, LLC in regards to the return of my money nor has *** ***** returned my text messages or voice mails. I believe that *** ***** is avoiding my phone calls and purposely not answering his phone. I need help in getting my money back from this company. No one was ever at my house performing any type of work, order was cancelled prior to deadline and presentation given by *** ***** was free and clear of any charges.