Complaints

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

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  Renken Remodeling

  1660 Bowmans Farm Rd Unit 108 Frederick, MD 21701-3149

  
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  Renken Remodeling

  3811 Oleander Ave Fort Pierce, FL 34982-6534

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:02/19/2025

  Type:Customer Service 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 initially had a consultation with the company around January 11, 2025. I was told at the initial consultation when we decided to move forward that I could expect the project tobe done within 3 to 4 weeks. I have had to reach out several times to the company to get updates about the status of the project Initially, they did not send me an email with links to pick products. When three weeks past I reached out to ask for the status. I was told all of the items would be in by February 10 I would be contacted to schedule an install date. We are now almost at February 19. I have reached out again to the company to for a status updates and I am getting no response. I took out a loan with the company and they have $16,000 and I have no proof that theyintend to complete the job. We are already way behind the schedule for my initial consult and I am having issues with the company responding for realistic updates.

  

  Business Response

  Date: 02/26/2025

  Good morning BBB,

  We have connected with this customer and resolved the issue. There was some confusion on the customers part that has been clarified. After connecting with the customer, she agreed to take down the complaint. We've added a few notes below for the benefit of anyone reading her challenge. She is excited to move forward, and we are excited to complete her project in the timeline that's been established. 

  Per our conversation with our valuable customer:

  - We did not receive any calls to our main number beyond confirming the measurement and calling us back for an update. She either had the wrong number or was not reaching out to 844-********. We encourage all customers to reach out to 844-********. 

  - We operate at 3-7 weeks from measurement. This is in all of our agreements. At no point did anyone promise installation within 3-4 weeks from the sale date. The vanity wasn't even in until the week of 2/10 which was roughly 4 weeks after the sale date. We do everything we can to expedite installations, but we can not control the shipping date of materials.

  Customer Answer

  Date: 02/26/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Their information they provided in their response is not accurate, but I have a response finally from the contractor assigned to the case and we have an install date.
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:09/02/2022

  Type:Customer Service 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.

  Date of shower was completed: 12/21/21
  Paid: $12,695.00
  The original installer: Mahadji
  A few months after the shower was installed I was noticing a lot of water outside the shower door. I called Renken and told them I think there's water coming through the shower door sealing. They requested I send photos of the issue which I did. The glass company for the shower door ended coming out to look at the problem. Come to find out, the floor panel was placed the wrong way in the shower. It was faced outward instead of inside the shower which was causing the water to settled and run outside of the shower. I called Renken and told them that the issue wasn't with the glass door, it was the shower which was their problem. From the time I got a hold of Renken Remodeling until now, I have had to take off from work almost 2 weeks worth because of the window they give for someone to wait at home. I just took off last week August 25-26 for absolutely nothing to get accomplished. Instead of redoing the shower panel, their Project Manager came out and put a quarter of an inch flat piece on top which threw the measurements of the glass door off. Also, instead of him redoing the wall that had the original holes in it from where the shower glass was he told the Glass crew to just cover it up with puddy as if I wasn't going to know. The scheduler for all of this is a third party so every time she asks me what my availability is she has to constantly call me back so she can asks the glass crew what their schedule is. I took off today also Sep 2. I was told someone would be here between 8-10am.At 9:54 the manager from Renken called me and told me that the equipment that was suppose to fix the holes in the shower wall is not working properly. I have demanded some type of reimbursement and money back for the inconvenience and the amount of times I have had to miss work because of this. Dec will be a year and I have yet to actually enjoy the shower that I am making monthly payments on.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/12) */
  We appreciate the opportunity to converse with customers through the BBB platform. Thank you for reaching out to bring this issue to our attention. Customer satisfaction is very important to us and we intend to expedite a resolution for this customer.
  
  The initial stage of this remodel project was completed on 12/21/21 with the installation of custom glass completed on 1/19/22. We have picture of the completed system and the completion certificate. From that point forward, the remodeled shower system was fully functional and in use by the customer.
  
  We received a service request and returned on 8/25/22 to address the concern. There are multiple steps involved to address the service issue properly. We are currently in the midst of the resolution, which requires an additional custom made piece to be special ordered. Manufacturing/shipping for this item is being expedited and it is currently set to ship from our manufacturer on 9/12/22. We can not control the actual date of shipping or the shipping itself. Upon reciept, we will return to finish addressing the service concern and return the shower to full functionality.
  
  We need to push back on the statement that she has been without a shower for almost a year. It's simply not true, but we do appreciate that one day without your shower can feel like a year. We have reached out to our customer to discuss the current status of the service process. Additionally, we will be offering this customer an upgraded plumbing fixture free of charge for the inconvenience associated with resolving the service issue. We remain committed to resolving the issue as soon as possible and will continue reaching out to Mrs. ***** as we get more information.
  
  (Side Note: We attached a picture of the finished shower. The black tape is temporary to allow the silicone to cure the glass panels in place...currently, the glass has been removed. We'll have Mrs. ***** shower back to looking beautiful in no time.)