Complaints

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

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  Capital Remodeling, Inc.

  7480 Candlewood Rd Hanover, MD 21076-3108

  
• 

  Capital Remodeling, Inc.

  3877 Plaza Dr Fairfax, VA 22030

  
• 

  Capital Remodeling, Inc.

  555 Quince Orchard Rd Ste 210 Gaithersburg, MD 20878

  
• 

  Capital Remodeling, Inc.

  3540 Toringdon Way Ste 300 Charlotte, NC 28277

  
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  Capital Remodeling

  1190 Lakeside Dr Ashland City, TN 37015

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:10/02/2023

  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.

  
  
  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.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  informed that a loan had been approved for window replacement. We were put in contact with Eric B**** and informed him that we had only put in for a quote to replace windows not a contract and the contract that was made was without our knowledge or approval and is fraudulent, Mr. B**** would not even give us the name of the lender we had to find out ourselves who the loan was approved by. We contacted the lender and cancelled the loan. We informed Mr. B**** that the loan had been cancelled and that the contract was fraudulently made and our signatures were electronically forged. There has been no products provided, no work done and no loss to either party. Mr. B**** has since turned this fraudulent contract over to ********** ******* *** **** ******** *** **** **** *********** ** ****** ***** ********* a collections agency and continues to harass us to have windows installed at the amount of $36,778.00 or pay thirty percent (30%) which is $11,033.40.

  Business Response

  Date: 10/05/2023

  Capital Remodeling, Inc. and ******* *** ****** **** entered into a legal contractual agreement to replace windows on 6/29/23.  We visited the home and a legal contract was executed.  A contract was created that was electronically signed and a deposit was given on a credit card (we have the credit card number, expiration date, and the code on a signed document).  The three page document was signed and dated.  A separate cancellation document was also signed and dated.  We obtained personal information such as social security numbers, drivers license numbers, birth dates, retirement income. All of this was provided for the loan the ****'s requested us to obtain for them to pay for the windows.  The backs of contracts were initialed.  Approximately 6 back pages.  We received a signed credit application.  We have documents showing that Mrs. **** opened the Docusign documents, viewed them, and printed/downloaded a copy twice that same night.  Mr. **** opened and viewed the documents on 7/11/23.

  We then performed a separate measurement of the existing windows at their home on 7/11/23.  

  Clearly, we have a signed contract, personal information only the ****'s would know, and a deposit on a credit card that was provided.

  However, even though we have a legally executed contract with a performed measured and the ****'s canceled well after the legal rescission period, we decided to cancel this contract as per the request of the ****s.  

  Thank you

   

• Initial Complaint

  Date:06/21/2023

  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.

  CAPITAL REMODELING, INC.
  As of June 12, 2023 I am exercising my right to cancel the agreement for job ******* (DocuSign Envelop ID: ************************************) signed on June 2, 2023. In accordance with the agreement, please submit refund for the deposit of $500 to the above address. This is within the Maryland rescission period of seven business days for persons 65 years or older. Project: Kitchen and Bath Work Representative: Kevin W**** Property: **** ********* ***** ***, BETHESDA, MD 20817

  Business Response

  Date: 06/26/2023

  Capital has received the cancellation notice, and although this contract was cancelled after the legal rescission period we are cancelling this job and refunding the deposit.

  Thank you

• Initial Complaint

  Date:05/26/2023

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business and have follow up questions: when should I see the updated bill, what percent of the work do you want initially paid, when should I expect my other concerns to be addressed like the damaged screens and hard substance on most of the windows that make them looked scratched up. 
  
  
  
  Sincerely,
  
  
  
  ****** *******omeone out I was told whatever quote I get will be good for a year. So what’s the deal.
  
  Lastly the sales rep told me I won’t have to pay for my windows until I am completely satisfied. There were a bunch of issues that came up with the windows and I am already be asked for money before the issues are resolved.

  Business Response

  Date: 06/02/2023

  To Whom It May Concern,

  We have credited any charges that may have been incurred for lead install so nothing was charged.

  There are a few minor services that are being remedied and as per the signed contract a portion of the balance is due at this time with the remaining balance to be paid once the services have been handled.  We certainly understand and are not requesting to be paid in full until the minor service is taken care of.

  Thank you

   

  Business Response

  Date: 06/05/2023

  To Whom It May Concern,

  The final balance has been adjusted. As far as the unpaid balance, the contract generally calls for 97% due at this time however it's much easier to discuss this on the phone with our window division.  They can also inform you of any service dates.

  Thank you

• Initial Complaint

  Date:04/17/2023

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

   

  I think we should meet to discuss this matter.

  Business Response

  Date: 04/20/2023

  Capital Remodeling and Ms. ****** contracted on 6/2/21 to replace kitchen cabinets, etc. in the home of Ms. Harris.  A one-third deposit was given. Approximately 2-3 weeks after the contract was executed, Ms. ****** wanted to reduce the work and the price.  We agreed to help and do whatever Ms. ****** needed to make her feel more comfortable with her contracted project.  It then took approximately 6 months to perform our pre-construction meeting because Ms. ****** would not agree to schedule her appointment. We were finally able to conduct our pre-construction meeting on 1/27/2022.   At that point it took approximately one year for Ms. ****** to let us know that she has the balance to pay us once the work was finished. We offered to try and obtain financing for Ms. ****** but she declined.  In that year's time for Ms. ****** to save up the money, inflation had caused prices to increase dramatically and her original cabinet selection had been discontinued.  Any new cabinet Ms. ****** picked out almost 2 years after her original contract was unfortunately more expensive.  Our contract does have provisions if a client contracts for work but is unable to have it installed for a significant period of time - in this case two years.

  We are willing to do whatever we can to help Ms. ****** get her dream kitchen installed if we can work out a resolution.

  Thank you

  Business Response

  Date: 05/08/2023

  To Whom It May Concern,

  Unfortunately, in the extremely rare situation where a client signs a cash contract but then does not have the balance for two years, prices go up and manufacturer selections change.   As per the stipulations of the signed contract, additional fees are charged.  We are willing to do what we can to help the situation but we are unable to lose money and we have incurred many expenses with this contract already.  It's probably best to meet face to face so we can explore an equitable solution.  

  Thank you

• Initial Complaint

  Date:04/06/2023

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 04/13/2023

  The final window is set to be installed on 5/13/23 and it looks like everyone agreed to fund 66% at this time until the final window is installed.

  Thank you

• Initial Complaint

  Date:03/31/2023

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 03/31/2023

  We had the pleasure of meeting Mr. ****** at an open house and scheduled an appointment for new kitchen cabinets.  There did seem to be some confusion right from the start about the address or if there was a different owner but we proceeded to continue with the appointment in good faith.  We attempted to reach out to Mr. ****** to give him the free no obligation estimate he inquired about but on 6/30/22 when we spoke his dog had gotten injured so we asked to call back another day. We were able to reach him back in August of 2022 and he stated they were interested in doing the bathroom and not the kitchen so we removed him off our list back in August of 2022.  Our records show we have not made any attempted contact since that time. Thank you

• Initial Complaint

  Date:03/06/2023

  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.

  I purchased windows to be installed by Capital Remodeling. They sent a contractor to my house and measured windows. Two months later windows were installed by another contractor. Capital Remodeling sent a billing with an extra $1000+ claiming that my windows were tested for lead and was positive so they charged me per window. They said the contractor that came to measure the windows also tested them for lead but that didn't happen. the contractor only measured the windows and left my residence. I spoke with Eric B**** the sales director and was threatened to put lean on my house if i didn't pay the amount plus lead fees. He claimed, do to my house being old it had lead in the window paint. He told me a email was sent showing the test results which 8 windows tested positive out of 9 being replaced. They charged me for nine anyway but upon mentioning it to Eric he said he can only adjust the one window fee and send another bill reflecting the change. He never sent it as of yet and stated that if I didn't pay by March 8th I would be charged extra $200+ a month. Eric stated after 1978 they stopped testing for lead because it was banned and since my house was built 1940 the chances are great that it had lead. I would have had no problem paying the extra fee if the windows were actually tested but they were not. Eric accused me of trying to "get over" and not pay for the windows. I told him he can come remove the windows or take the lead fee off and I will pay the cost. He again accused me of lying and committing fraud. Eric didn't know that I have an addition to my house that is less than 30 years old in which the windows shouldn't have even been tested if they would have done the testing due to lead being banned in paint after 1978. Capital Remodeling says they tested those windows and lead was present which is impossible.

  Business Response

  Date: 03/13/2023

  To Whom It May Concern,  

  Capital tested the windows for lead and 8 out of 9 tested positive.  Apparently another company, not related to Capital also tested for lead previously and the windows were found to be lead positive.  We have received the completion certificate and the project is complete.

  Thank you

• Initial Complaint

  Date:02/13/2023

  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.

  We had a salesperson ( ****) speak with us about windows,we told him we were checking other companies to. he said his company would match any offer lower than his offer and give us $200. If we found one, if not we would use his company to do our windows.Well we found a cheaper offer that was offering the same features as his company.. when we informed him (****) of this and that we wanted to see if he would match the lower offer he became very nasty and unprofessional. So much so that my husband cancelled right then and there. All because of his attitude. My husband also called to speak with the supervisor (***), who hasnt returned my phone call yet.Im so disappointed with this outcome mainly because weve used this company before and had good results , thats why we called them for this job but the salesman was so unprofessional that Im taking my money somewhere else.

  Business Response

  Date: 02/21/2023

  First of all thank you for being a previously satisfied customer and for calling us back to replace additional windows in your home.  It's unfortunate that we could not agree on a price to replace the rest of your windows with our high quality windows and our amazing warranty.  Unfortunately a high quality warranty on a window isn't the cheapest option and as any consumer knows you get what you pay for.  

  As far as the unprofessionalism, I apologize for anything that transpired and that is certainly uncalled for and not a manner in which our representatives normally operate.  There is no excuse for being rude to anyone and this will be handled internally.  Thank you for bringing this to our attention.

• Initial Complaint

  Date:02/06/2023

  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.

  Capital Remodeling promised to complete the job in 2 weeks by their product specialists Reggie T**** and their Forman Jozef. They started on Dec.5,2022 and did not finish the job until 7 weeks later. The cabinets are damaged, the back splash was not put in correctly. The workmanship is bad ,Capital Remodeling use contractors and sub- contractors who did not provide licensing or certification for the work that they were doing. A reduction in the final payment should be done based on the bad installation alone. Do I need to contact legal support or what.

  Why is the customer being blamed for their misrepresentation. 

  Business Response

  Date: 02/14/2023

  First of all we would like to apologize for any experience that does not met a client's expectations.  Our first goal is to ensure that our clients are happy and while remodeling can be sometimes challenging, minimize daily disruptions in our client's lives.  

  In this particular case the kitchen was functional after approximately two weeks.  There were services after these two weeks and unfortunately sometimes it takes a great deal of time to get parts or replacement materials.  But we made sure the kitchen was functional and could be used after approximately two weeks to again, try and eliminate as much disruption as possible.  We were informed by the client that the kitchen would not be used until it was completely finished including waiting on any service parts.  Typically in all kitchens installations clients will begin to use their kitchen once it's functional and not wait for service parts to arrive.  Looking at the pictures provided many or most of these are older pictures that occurred during the installation and have since been handled during the normal course of installation or subsequent visits.  

  We have offered numerous times to come back and service anything necessary but we were advised we were not permitted to do so. We are still willing to come back and review and service any items that our client feels do not meet their standards.  Please let us know when is a good time to do so.

  Thank you

• Initial Complaint

  Date:01/30/2023

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****t window. NEITHER had bright green glass like mine. He asked what did I want. I said-the problem fixed or a refund. He said he didn’t make those kinds of decisions. He showed pics of their windows in SF homes and said that he has sold windows for 11 years and some were in condos. If this is true, then he should be well aware of their strict rules about uniformity. He took pics of condos in my development he said had the same type windows he sold me. The Board and Management walked my development. They said the windows he singled out were not green. Numerous owners in the community have replaced windows and never experienced a color change. They saw no tinted glass as bright as mine. On 01/23/23 Barb L***** Corporate Accounts Manager also said that nothing could be done. No refund! At my request she said she would have her boss call me. To date I have not heard from anyone. My prior windows were not green; my HOA doesn't approve; therefore they violated the contract.

  Business Response

  Date: 02/06/2023

  Capital is reviewing options to satisfy the HOA.  In 30 years we have never had a window not been approved by an HOA because of the Low E glass.  Without Low E glass, replacement windows do not save much on energy savings at all.  I'm not sure any manufacturer will even make windows with clear glass in 2023.  We will be in touch with Ms. ***** soon.

  Thank you

  Business Response

  Date: 03/21/2023

  To Whom It May Concern,

  We have spoken with Ms. ***** and scheduled a time for next week to show a sample sash for a different kind of low e glass that is normally not in use by our manufacturer.  This would be a specially made window.  We are hoping to have the sample sash by next week.

  Thank you