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:10/09/2022

  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 purchase to have my cabinets refaced was made on May 26, 2021 for the amount of $16,521.00. All i want is the company to repair the material that is now peeling or compensate me enough whereas I can have them repaired.

  Business Response

  Date: 10/21/2022

  From: ************************* <*************@remodelusainc.com>
  Date: Thu, Oct 20, 2022 at 5:21 PM
  Subject: RE: BBB Complaint
  To: *********************** <******************@remodelusainc.com>
  Cc: *************************** <***********@remodelusainc.com>>, ************************************ <**************@mybbb.org>, ***************************** <*************************@remodelusainc.com>
  

  
  
  

  This has been taken care of , it is scheduled for Monday the 24^th. 1;00P.M.

   

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

  Service Manager

  Remodel USA Inc.

  605 Hampton Park Blvd.
  
  Capitol Heights, MD 20743

  Office ************ Ext #***

  Cell ************

  Customer Answer

  Date: 11/09/2022

  [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: Wed, Nov 9, 2022 at 1:38 PM
  Subject: ID # ********
  To: *******@mybbb.org <*******@mybbb.org>
  Cc: ********@*****.com <********@*****.com>
  
  Dear Sir,
  
                  I, ****** ****** received an email stating that the company whom I put the complaint in said, “They have taken care of the problem.” I want to let you know that it hasn’t been taken care of yet. The contractor did come out on October 24, 2022 and took measurements, but the company has yet to call me back to let me know if or when they would return. Aril 2022the contractor came out to measure my cabinets and no one has come between then til October 24, 2022. This seems to be a repetitive issue.
  
  
  Regards,
  
  
  ****** ******

  Business Response

  Date: 06/01/2023

  rom: ****** ** ************ <*******@remodelusallc.com>
  Date: Wed, May 31, 2023 at 1:14 PM
  Subject: ****** ********
  To: *******@mybbb.org <*******@mybbb.org>
  Cc: ****** ******* *********@remodelusallc.com>, ****** ******** <********@remodelusallc.com>
  
  *** ******,
  
  Response on this one is that our VP of Production did personally visit this site and has come to an agreement with the customer to do the necessary repairs.
  
  The items required for these have been ordered and will be installed once they arrive to our facility.
  
  Essentially, we will be replacing two cabinet doors and reinstalling the laminate material on some of the cabinet boxes.
  
  Thank you,
  ******
  
  ****** ** ************
  
  CFO/COO
  
  Remodel USA LLC
  
  *******@remodelusallc.com
  
  ###-###-####

• Initial Complaint

  Date:09/20/2022

  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.

  Hired RemodelUSA to install a ****** ******** shower and everything that could go wrong,did. Not only am I left on the hook for almost 20k dollars and no shower, I am now storing all their pieces and parts from two failed installs. The first install resulted in a broken cast iron shower base. Destroyed finish on the bronze fixtures from pliers, and even the shower head/valve/drain were not centered. It was an atrocious install. I talked to the project manager about this that evening,m. I was at work when the crew had left, and he said he would redo the shower. He knew it was screwed up.He sends an entire new shower setup to be installed. I store all these new parts for over three weeks in my garage. A new crew comes to install the redo and removes the first shower. It is an older man and woman. They can't lift the cast iron base. So they offer to go to ********** and hire local workers. That doesn't exist in central WV. I also explain that I don't want strangers in my house. So my wife and I reluctantly carriers the old base from upstairs to downstairs. Over 200lbs. As the crew unpackages the new 2nd base, they discover it is also broken. This is Thursday evening. I call the project manager. He offers to send a third, but it will be almost a week. I cant afford to do this and ask for a refund. I went that evening and brought a shower and ********** and my wife and I had a shower in that evening. Its nothing fancy, but it works. Absolutely horrible customer service. Im really not sure how these people have stayed in business. They have left my family of 4 with a 1-1/2 bath home with no shower. I have not been given any other choices for retribution on this matter. Once they have your money they do not care. I would like to be reimbursed. I would not recommend this company.

  Business Response

  Date: 10/24/2022

  To whom it may concern:

  We have contacted this customer directly to reach a financial settlement with him.

  Thank you

• Initial Complaint

  Date:09/01/2022

  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 July 08, 2022 we met with our sales rep. We explained what we needed and why we chose to use them instead of completing the install ourselves, We made it very clear if we were going to commit to this project it needed to be completed by August 15th, 2022 or we would not be doing the bathroom due to the cost. We know the price was outrageous and accepted that based on them meeting our timeline. To date no one has followed through with what they have stated or documented on the contract. After making calls to corporate and receiving apologies, we still do not have our bathroom completed and are STILL waiting for returned calls. On August 19th we had a fantastic group come in and start the remodel. They were in and out in 1 day as promised. The following Monday we were supposed to receive a call for the glass company to come out, measure and install our glass door and wall. Never happened. My partner and I had to call, text and wait for a response to come through about the glass and this finally happened 8/31/22. The person is coming to measure which should have been done already. So we still have no clue when it will be completed. With that being said Last week we were contacted by the finance company to set up our payments because Remodel USA sent in for payment stating they completed the job. We let the company know this is not the case and sent them pictures of our unfinished bathroom. They sent communication out and have not heard back. We paid for convenience and have been inconvenienced to say the least. The deadline was there so we could celebrate our daughters birthday. We needed the extra bathroom completed. The party was cancelled. I don't expect the full amount but I also don't think they should be allowed to profit off of our family as much as they will since they have not met their end of the deal.

  Business Response

  Date: 10/24/2022

  From: Nicole ** S*********** <*******@remodelusainc.com>
  Date: Sun, Oct 23, 2022 at 6:13 PM
  Subject: Missed one
  To: *******@mybbb.org <*******@mybbb.org>
  
  ****************,
  
  ***** ******** I'd like to offer this customer a refund of $1,000.
  
  Thank you,
  

  Nicole
  
  Nicole *. S********
  
  CFO/COO
  
  Remodel USA LLC
  
  ************

  Customer Answer

  Date: 10/31/2022

  [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:08/28/2022

  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 August 6,2022 (Sat) I signed agreement with Remodel USA 605 Capitl Heights.MD. ****** Ph ************ to install a shower, I paid down payment check# *** the sum of $6,822.09. The agreement states I have 3 business days to cancel the contract by August 9, 2022. I canceled the agreement on August 8, 2022 by sending a telegram with proof of service. It was received on August 8, 2022 at 1:34pm at said business location the contract also states I will receive my down payment in 10 businss days. As of today, August 29, 2022 I have not received my money. I called and spoke with receptionist on Aug.10 and Aug 26, 2022 and was told the cfo ****** will have financial send my refund in the mail. The problem is I feel this company is not holding up to the said ageement, which states they will return down payment with no questions asked. I just want my money returned to me.

  Customer Answer

  Date: 09/13/2022

  From: *********************** <*****************>
  Date: Mon, Sep 12, 2022 at 3:28 PM
  Subject: Remodel USA
  To: *******@mybbb.org <*******@mybbb.org>
  
  Today August 12,2022 Remodel USA sent my refund back to me.  This problem is now cleared, thank you for your hlep
  

  
  

• Initial Complaint

  Date:08/24/2022

  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.

  Purchased ****** ******** on 6/17/22 and installation took 2 1/2 days when I was told by the Sales Rep that it would only take 1 day. So I had to take 2 days off from work. Installation started on July 28 2022 and all through the installation the contractor expressed a lot of negativity about how difficult and no guarantee that the installation will be without problems or without flaws. On July 30 the installation was completed, however with flaws. The end of the panel left a ugly unpainted gap by the ceiling. I contacted Chris the project manager immediately and he said some one would come out and paint that section for me and that was on July 30. As of today August 24 no one has reach out. I am attaching pictures. Also, my bathroom has a window and and the pain was included in the price but the window frame was not delivered. I was told by Chris I should be receiving a check for $450.00 for that frame. I am doubtful I will be getting that check. I agreed to redo my bathroom because ****** is a reputable company and due to the fact that as elders it would benefit us. At this point I regret my decision. I didn’t appreciate hearing negativity for 2 1/2 days- it just added to my stress level. I paid $19k and expected a final product that represented that. Finally, I was not given an itemized bill so how the $19k final purchase price came to be us not clear. 

  Business Response

  Date: 10/24/2022

  From: Nicole *. S************ <******************************@remodelusainc.com>
  Date: Sun, Oct 23, 2022 at 5:34 PM
  Subject: Complaints
  To: **********@mybbb.org <*******@mybbb.org>
  
  ****************,
  
  ******** ******** This was resolved, a check was sent to the customer in early September for $450.
  
  Thank you,
  
  Nicole
  
  Nicole *. S***********
  CFO/COO
  Remodel USA LLC

  Customer Answer

  Date: 10/26/2022

  [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,
  
  ******* And *******************************
  
  

• Initial Complaint

  Date:08/22/2022

  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 have attached 10 pages of documentation from when the job started (June 5,2021) to today when I tried to get in touch with someone for the second time since my lawyer sent a letter to RemodelUSA. Below are the highlights June 5 - start of project June 7 - pipes start to drain into my kitchen downstairs. ceiling tiles ruined July 27 - project manager suggests I allow "The Fixer" to come and fix what Mike had been screwing up. August 23 - Fixer is "done" Sept 3-October 6 - in Texas Jan 1, 2022 - my dog starts to bark at 10:30 pm, wakes me up and I go out to the kitchen and my ceiling is leaking again. My daughter is taking a bath. we can't figure out why it's leaking. She takes showers after that, no issue. Feb 7 - daughter goes up to take a bath and we realize it is the overflow return that must not be there or is routed to my kitchen. 3/8/22 - go to the lawyer to have a letter drafted 5/18/22 - return receipt for above letter is received. 6/3/22 - call lawyer about status. there is no response from RemodelUSA 8/3/22 - call Remodel and am transferred . Leave my name and number and why I'm calling. No return call. 8/22/22 - call Remodel again. Let person know I'm contacting BBB and then my lawyer if nothing is resolved

  Business Response

  Date: 10/24/2022

  From: ***************************** <**************@remodelusainc.com>;
  Date: Sun, Oct 23, 2022 at 5:34 PM
  Subject: Complaints
  To: ***********@mybbb.org <*******@mybbb.org>
  
  ****************,
  
  ************ ******** Our manager had a site visit yesterday for this customer to determine what needs to be done.
  
  Thank you,
  
  Nicole
  
  Nicole *. S**********
  CFO/COO
  Remodel USA LLC

• Initial Complaint

  Date:07/26/2022

  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.

  Hello - I had a service done by Remodel USA to convert an existing shower tub combo into a ****** Shower. The job was done in May; however, it is incomplete due to pieces of the fixture not being installed. I have been in communication with Remodel USA since to have the pieces sent or installed, and they have still failed to do so. The project manager will not respond to emails and will not complete the job after months of follow up and prompting. I want the job completed so there is no longer a liability of the work being compromised by water. I have sent repeated emails and the company is no longer responding and will not provide an eta for the work completion, even though the part is available, according to the last communication on on 7/17. Please help us resolve this issue so that this outstanding job can be completed.

  Business Response

  Date: 10/24/2022

  From: Nicole *. S*********** <*******@remodelusainc.com>
  Date: Sun, Oct 23, 2022 at 5:34 PM
  Subject: Complaints
  To: *******@mybbb.org <*******@mybbb.org>
  
  ****************,

  ********** ******** Our service department resolved these items on August 1.
  
  Thank you,
  
  ******
  
  Nicole *. S***********
  
  CFO/COO
  
  Remodel USA LLC

• Initial Complaint

  Date:07/12/2022

  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.

  Original transaction began in 2019-2020. Replacement of deck on property. Deck began falling apart approximately 1 1/2 years after replacement. Called the home office and spoke with Tamiko Holmes regarding getting a workman out to fix the deck. Received the runaround. Constantly being told that someone would call me and set up an appointment for repair. Eventually I was told the company had hired a person to handle repairs, Regina Tayman. After several tries, I was able to speak with Regina T. and was told she would take care of the problem. She wanted pictures of the problem which were emailed to her. I spoke with her after she received the pictures and was told that indeed it was a problem and that she would be in touch with me to fix the situation. That was several weeks ago. Since then, her email is always "full" and you cannot leave a message. Meanwhile, the lower portion of the deck is slowly coming apart. The screws are coming apart and now the wood seems to be warping and coming out as well. The company was willing to take my money, but they are not willing to fix their mistakes. If I have to employ another person(s) to fix the deck, I want to be reimbursed to the cost.

  Business Response

  Date: 07/26/2022

  To whom it may concern:

  We have a site visit scheduled here on 7/27/22.

  Thank you,

  Nicole S***********