Complaints

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

close

Find a Location

Homefix Custom Remodeling Corp has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Homefix Custom Remodeling Corp

  14880 Sweitzer Ln Ste B Laurel, MD 20707-2913

  
• 

  Homefix Custom Remodeling Corp

  14880 Sweitzer Ln Ste C Laurel, MD 20707-2913

  
• 

  Homefix Custom Remodeling

  3800 Gateway Centre Blvd Suite 310 Morrisville, NC 27560

  
• 

  Homefix Custom Remdeling

  1638 E Parham Rd Glen Allen, VA 23059

  
• 

  HomeFix Custom Remodeling

  2730 Ayliff Rd Ste 101 Norfolk, VA 23513

  

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:11/30/2023

  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 September 15, 2022 I contracted to have HomeFix install 11 windows in my home, with the understanding that the installation would not be until January of 2023. While on Vacation in November I receive a phone call asking to schedule the installation, to which I stated that I was out of the country and the contract has an install date of Jan 15, 2023. On January 23 I call trying to get a schedule for the install, get a call back a day or 2 later and it gets scheduled for Feb 3. On that day the crew arrives and I am immediately told that one window has a frosted sash which wasn't ordered and a second window was ordered too large so that wouldn't be installed that day. The crew began work at 9 and by 12:30 I had the installation manager, *********************** to my home as the crew was not doing a good job, the gaps between the framing and window were inconsistent and the setbacks from the drywall was also inconsistent. The install manager called and told the company to order the replacements for the 3 obviously wrong windows but when they arrived in April only 2 were ordered, forward to June and the 3rd window arrives and is installed on June 9, 5 months past my first install date. On may 9th I had a meeting in my home with *********************** to go over all the deficiencies in the windows, we spent 2 hours with him taking notes and pictures only to be told in June that he was no longer with the company and they have nothing from that meeting. The bathroom is the final window to be repaired, they installed it on top of the ceramic tile. Per permit submittals each window to be hurricane rated has a 1/4" maximum gap to the framing, when I asked the new install manager **** to come out with the vinyl trim on July 19th, as I wanted to remove what is applied and check he did not bring it but agreed that the bathroom needs to be replaced. As of Oct 9, 2023 the manufacturer is no longer producing this model window and the bathroom can't be matched. As of November 15 I was told i would not get a new window for the bathroom

  Business Response

  Date: 01/01/2024

  We appreciate this homeowner for bringing this to our attention. After further investigation, I was able to find that our company did everything we could to rectify the situation with the homeowner. This homeowner's requested a "paid in full" invoice reflecting the amount of the cost of the window not installed removed from the contract amount, reflecting a zero charge, as our company was not able to reorder the correct window color for the impact resistant window as that manufacturer no longer produces that model window. We were able to provide the homeowner with the invoice as requested, as a solution to this issue. This issue is no longer ongoing with the homeowner. Please see the attached email from the homeowner and the invoice provided to the homeowner as requested. We appreciate the homeowner for his understanding and willingness to allow us to fix this issue.

  Customer Answer

  Date: 01/03/2024

  I have received the invoice from the company. The ongoing issue is that I have a qindow that is undersized for the opening, places on top of tile and the sashes are cloudy and need replacing. The company is doing nothing to address this other than saying the manufacturer is no longer producing this model and a replacement will not match the rest of the windows installed. 

  Customer Answer

  Date: 01/03/2024

  Per manufacturer design for the windows to be hurricane rated they must be installed with no more than 1/4" space between the building structure and the window frame. My windows are installed on top of tile and drywall, or a marble sill, placing the gap between the widow frame and structure at 1/2" minimum. When I had their installation manager, ****, at the house and mentioned this to him the response was that they are not building a bridge and the added gap was acceptable. The existing window in the bathroom the sashes are discolored, the drain holes are blocked by the installers trim and it is not installed properly, Homefix is not fulfilling their warranty and addressing this instead stating that  the window is no longer manufactured and a replacement will not match the rest of the windows that are less than 1 year old.

  Customer Answer

  Date: 01/04/2024

  [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 have received the invoice from the company. The ongoing issue is that I have a window that is undersized for the opening, places on top of tile and the sashes are cloudy and need replacing. The company is doing nothing to address this other than saying the manufacturer is no longer producing this model and a replacement will not match the rest of the windows installed. 

  Per manufacturer design for the windows to be hurricane rated they must be installed with no more than 1/4" space between the building structure and the window frame. My windows are installed on top of tile and drywall, or a marble sill, placing the gap between the widow frame and structure at 1/2" minimum. When I had their installation manager, ****, at the house and mentioned this to him the response was that they are not building a bridge and the added gap was acceptable. The existing window in the bathroom the sashes are discolored, the drain holes are blocked by the installers trim and it is not installed properly, Homefix is not fulfilling their warranty and addressing this instead stating that  the window is no longer manufactured and a replacement will not match the rest of the windows that are less than 1 year old.
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/04/2024

  We appreciate this homeowner's response. However, we have done everything on our end to rectify the issue and there is nothing more that we are able to do here as the manufacturer no longer offers impact resistant windows. We have complied with the homeowner's request of receiving his invoice reflecting the job as "paid in full", as well as removed the cost of the window and provided this homeowner with a large concession in addition to installing everything else as contracted and to standard. Unfortunately, there is not much else we are able to do here. If the homeowner would like to discuss this further, we advise him to reach out to our Customer Care team at [email protected] or ************. We appreciate your assistance with this issue.

• Initial Complaint

  Date:10/01/2023

  Type:Sales and Advertising 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.

  Price discrepancy in the cost of $7,050

  Business Response

  Date: 10/20/2023

  We appreciate this homeowner for sharing this information with us and we truly apologize for the negative experience this homeowner has had with our company. Our company has reached out to ************** to rectify the situation and were able to find a solution that ************** agreed to. We greatly appreciate this homeowner for giving us the opportunity to make things right and for sharing her concerns with us, so we can ensure this does not happen again going forward.

• Initial Complaint

  Date:08/23/2023

  Type:Billing 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 been trying to get a payment issue sorted out with Homefix. I agreed to a 200 payment out of my account until the debt is payed off. They have been taking more than agreed. So in May they only took 200, June 458.88, July 258.88 with 2 NSF for 100 each, August so far 333.88. They don't answer their phones, takes me multiple times to get anyone to respond. I spoke with **** in Customer Care and she says their side doesn't show what mine does. I have bank statements proving the debits. I have been trying to deal with this for 2 months. I am only asking to pay what is agreed and refunded the excess totaling 451.64. Then only debit 200 from my account as agreed. I have attached screen shots of the debits.

  Business Response

  Date: 09/01/2023

  We appreciate *************** for bringing this to our attention and we are sincerely sorry for the lack of communication associated with this issue. To get these issues resolved, I reached out to our Accounting department sharing these screenshots provided by this homeowner, and we were able to identify the issue on our end. We are deeply apologetic that we were unable to catch this mistake and have reached out to the homeowner to rectify the situation. We will be issuing this homeowner a refund for the overcharges, as well as covering the cost of any fees associated with her bank due to this mistake on our end. Further, we are working as a team to come up with a solution in addition all of that, to make sure her experience with us is better going forward. Our entire team has been made aware of this situation and we are dedicated to rectifying this situation and doing everything we can to make sure this does not happen again in the future. Again, we apologize it has taken us this long, but appreciate the opportunity to make this right.

• Initial Complaint

  Date:08/17/2023

  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.

  My name is **************, I am a disabled vet (with **********). On 27 July 2023, I met with ******* of Homefix Custom remodeling, to discuss roof replacement, I informed ****************** that my shed roof had a hole and needed to be repaired. He assured me that it wouldn't be a problem, it would be included in the repairs, of the roof, Note the agreement signed by he and I listed "No exclusions" in the work requested.After the main roof was installed, i was told that I initialed a box requesting that that the shed "Not be repaired'. That is the most ludicrous thing to understand, to suggest that I would turn down needed repairs' that was included in the repairs cost is asinine. I was assured that the shed would be competed. To add insult to injury, Homefix offered to complete the shed for an additional $3000. WTF? There is something amiss with this business practice. I have chosen to expose this unscrupulous practice and would greatly appreciate any assistance or platform you can offer to protect future disabled vets from being bamboozled. I did not place any checks on the documents, nor did I sign any documents dated the 1st of august. Someone forged my name on these documents.thank you for your consideration.

  Business Response

  Date: 08/25/2023

  We appreciate the homeowner for bringing this to our attention are sincerely sorry for the inconvenience that this misunderstanding may have caused. I have reached out to our Sales Director, *************************, as well as our Quality Control Director, *********************, with visibility from our Corporate Vice President, ******************* upon looking into this further and discussing it with our Team who has directly interacted with this homeowner, it was brought to my attention that we took every measure to rectify this situation with the homeowner and to provide him with the opportunity to make this right. I was informed that this homeowner did in fact initial the area of the contract excluding his shed from the scope of work and once this was communicated with the homeowner, we let him know that in order to have this included in the scope of work, this would come at an additional cost as the price of labor and materials for including the shed was not worked into the contract this homeowner signed with us. The homeowner was not satisfied with that solution and chose not to move forward with having his shed repaired. We were determined to make this right as we greatly value this homeowner and his trust in our company to deliver satisfactory results. If this homeowner would like to move forward with having his shed repaired, we have shared with him that we are happy to assist and our Customer Care team is here to provide him assistance with anything he may need going forward. 

  Customer Answer

  Date: 09/12/2023

  [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: ****** ****** <***********@*****.com>
  Date: Tue, Sep 12, 2023 at 3:18 PM
  Subject: Re: Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  The salesman sold me a program which included the repairs of the shed, I signed an agreement for repairs which stated “‘No exclusions” why would I agree to not have a vital repair done. The only  solution/ measure they offered was to extort an additionally $3000 in repairs for  a job they initially agreed to do. That is not an option it’s an extoration attempt. They claim I signed refusing  the repair, i signed where the salesman directed me to sign, because the font was to small to read. Silly me to believe him to be honest. 

       I believe they took the opportunity to exclude the shied when they redid the     Original, documents,  Which do not hold my signature someone signed my name when they re-performed the documents.
  
  Regards,
  

  Business Response

  Date: 09/19/2023

  BBB serving Metro Washington DC & Eastern Pennsylvania,

  We have made several attempts to rectify the situation with this homeowner, offering him solutions for having his shed work completed. Unfortunately, this homeowner did sign off on the contract, which clearly states "Locations EXCLUDED in scope of work to be performed - shed". We also provide our homeowners with copies of their contracts for their records as well. Our sales rep clearly stated this exclusion to the homeowner and the homeowner initialed next to that exclusion. In this instance, the homeowner wanted us to include the shed at no cost, which is not something we were able to offer especially as the homeowner acknowledged the exclusion at signing. This homeowner is now requesting a full refund on the total cost his project for not including the shed, although that is what the contract states. I have included page one of this homeowner's contract, where it reflects the shed exclusion for your records. We have let the homeowner know that we are happy to have the shed roof replaced, but it would not be at zero cost and that is the only solution that we are able to offer this homeowner. 

  We just wanted to bring this to your attention. We appreciate all that you do! Thank you for your assistance.