Complaints

This profile includes complaints for MLM Home Improvement LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MLM Home Improvement LLC

  12057 Nebel St Rockville, MD 20852-2609

  
• 

  MLM Home Improvement

  341 New Albany Rd, Ste 103 Moorestown, NJ 08057

  
• 

  MLM Home Improvement LLC

  8600 Lasalle Road, Suite #418 Towson, MD 21286

  
• 

  MLM Home Improvement LLC

  901 E 8th Ave Ste LL100 Kng of Prussa, PA 19406-1354

  
• 

  MLM Home Improvement LLC

  481 N Frederick Ave Ste 101 Gaithersburg, MD 20877-2470

  

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:05/14/2025

  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.

  After the project consultant said the damage to roof needed replacement not repair, he contacted my insurance company and once approved he asked for $1000 to add me to the waiting list of customers.He started calling to know when he could get check when received from insurance company. Then a new project consultant contacted me claiming the first one no longer worked for the company and he would take over. When I stated l was waiting for more estimates he said if l did not go with MLM l have to pay $3,500 because they got the claim approved The estimate they gave was more than most others They claim l signed an agreement to pay $3,500. l don't recall that. I feel l am being taken advantage of because l am a senior

  

  Business Response

  Date: 05/15/2025

  To Whom It May concern,

  We appologise for any inconvenience caused to you.  Please see attached the signed Service agreement stating the cancellation clause and the $3500 cancellation fee.  

  Best,

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

  Accounts Receivable Manager

• Initial Complaint

  Date:04/09/2025

  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.

  [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 request this resolution to be in writing from the business MLM indicating that the $3500 they are requesting has been withdrawn so i have it in writing for my records 

  if no letter received by mail in 30 days max then i will consider this offer is not valid 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Milad Alnwaisser
  

  
  ontract and thats on them. I did sign something before about $3500 if i dont do roof work with them but i did want to do work they did not obey contract and im not liable for anything prior to signed actual work contract. They came to my house i did not call them so if they have any expensis before contract then thats is not my loability

  

  Business Response

  Date: 04/23/2025

  Thank you for bringing your concerns to our attention.  We understand your frustration regarding the cancellation fee and truly apologize if this caused any inconvenience. Our intention is never to create a negative experience, but rather to operate with transparency and fairness for all our customers. That said, we value your business and your feedback. As a gesture of goodwill, we are willing to waive the fee this time of $3500.00

   

  Please feel free to contact us directly at [your contact information] if youd like to discuss this further. We appreciate your feedback and are always looking for ways to improve our service and communication.

  Sincerely,

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

  Accounts Receivable Manager

  MLM Home Improvment

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

• Initial Complaint

  Date:01/06/2025

  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.

  [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: 22773521
  
  I am rejecting this response because: We have received NO COMMUNICATION from the Business, we have reached out numerous times to the company only to receive the response, "someone will call you" which has never happened. WE have contacted the ***************** to ask that the checks be voided, until the situation is resolved. I can be reached by e-mail ******************** and would prefer contact in this manner to allow for documentation.  I thank you for your assistance.
  
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/21/2025

  To Whom It May Concern: 

  We appoloize for any inconvenience this may have caused, we are and have been actile trying to resole the issues here.  We have reached out the the cusotmer several times to arrange copletion, and have not heard back.  We would like for the cusotmer to reach back out to themanagetr ****** that has been calling to help with the concerns and facilitate the remaining work that needs to be completed.  

  As for the extra material that was order, we will always ordrer extra material AT NO CHARGE to the cusotmer to compensate for possible damamged materials that may have been deliverred, beyond our control.  

  Regards,

   

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

  MLM Home Improvement

  Accounts Receivable Manager. 

  

  Business Response

  Date: 03/21/2025

  To Whom It May concern,

   

  Thank you for your respnse.  We are sorry to hear that you have not accepted our offer.  We have reached out to you directly to come to an amicable conclusion.  If you could please respond accordingly so we can help. 

   

  Best, 

   

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

  Accounts Receivable Manager

  Customer Answer

  Date: 04/25/2025

  After two face to face meetings with an ******************** representative, we have resolved the issues of the contract.  While I must admit I was partially to blame for not reading EACH LINE of the contract, as the same description may appear in multiple sections, a number of other discrepancies, work not done, and other issues were resolved and finalized to out satisfaction. All matters with this account have been resolved and final payment was made. While it took some time to resolve or even get a response from the company, the representative was completely professional, listened, and was responsive to our concerns

• Initial Complaint

  Date:11/05/2024

  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 have had 5 "inspectors" try to flag me down or put a door hangar on my door in the past two months when I have a No Soliciting sign on my door and said that I was not interested. I have updated my signage so please stop sending your guys to my house as I will NEVER do business with you and I will be telling all of my contacts as well.

  

  Business Response

  Date: 11/19/2024

  To Whom It May Concern: 
  Thank you for bringing this matter to our attention. We sincerely apologize if our outreach caused any inconvenience or frustration. Our intention is always to connect with potential clients respectfully and professionally, and we regret any misunderstanding or disturbance.
  We have taken note of your concerns and will ensure that your contact information is removed from any future communications or solicitation efforts. Please know that we take complaints like this seriously and are committed to upholding high standards in our interactions.
  
  Thank you for your understanding, and we appreciate you bringing this to our attention.

  Best regards,
  

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

  Accounts Receivable Manager
  MLM Home Improvement

  

  Business Response

  Date: 12/06/2024

  To Whom It May concern,

  
  We hope this message finds you well. We want to sincerely apologize for any inconvenience caused by our recent outreach. It was not our intention to disregard any preferences or policies regarding solicitation in your area.
  We respect your position on this matter and have taken note to ensure that your request is honored. Moving forward, we will make every effort to avoid such misunderstandings.
  Thank you for bringing this to our attention, and please accept our apologies for any frustration caused. 

  Best, Regards,

   

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

  Accounts Receivable Manager

  MLM Home Improvement

• Initial Complaint

  Date:09/24/2024

  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 needed a new roof and this company said they could get my insurance to cover the entire payment for a new roof less the deductible. My husband and myself confirmed with the sales *** numerous times that should the amount the insurance gives not cover the full ***lacement amount that we would not be under any obligation to move forward with their company. I provided him with my homeowners insurance paperwork so he would know exactly what my insurance covers. I filed the claim w my insurance, the sales *** was supposed to show up when insurance came and he never showed, tried to send someone else at the last minute but they got there when it was over. He told me I would have to sign a form so he could talk to the insurance company on my behalf. I again confirmed it held me to no obligation should it not fully cover the roof ***lacement. He assured me it would not. He admitted he misread my insurance paperwork and my insurance has a clause for depreciation. Due to this clause I would only get a fraction of the cost of fixing the roof. He would not give me any estimate or pricing until they found out how much my insurance company gave me. I only received $5000 from insurance, suddenly he has a quote for over $8,000. I told him I could not pay the extra $3,000 and I would like to see if I could get a lower estimate from another company. He now tells me I have to either pay the $8,000 for the roof or they will hold me to a cancellation clause of $3,500 buried in the 5 pages of the agreement I was told was only to give him permission to speak to the insurance company on my behalf. I am beyond upset, the sales person used blatant lies and trickery to get me to sign a document he falsely ***resented. I called to speak to management and they have ignored me and wont call me back.

  

  Business Response

  Date: 10/10/2024

  To WHom It May Concern,

   

  Thank you for your email regarding the above refernce.  We had spoken to the customer via phone appologizing  for the miscommunication and we did release her from her agreement.   We explained that there will be no cancellation fee charged to her.  Below is the email that was sent to her for confirmation. 

   

  Thank you,

   

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

   

  
  ***** *******
  10:12?AM (0 minutes ago)
  
  
  to me
  
  
  
  
  
  
  
  
  
  ---------- Forwarded message ---------
  From: ***** Carrier <*************************************>
  Date: Tue, Sep 24, 2024 at 9:18?AM
  Subject: Service Agreement Cancellation
  To: <***************************************>
  
  
  Ms. **********, 
  
  
  Thank you for speaking with me today, once again I do apologize for the miscommunication and not sending you this message sooner. With that being said MLM Home Improvement will not be holding you to the Service Agreement signed on 8/14/24. And there is no cancellation fee. 
  
  
  
  Thank you, 
  
  
  Mr. ***** *******
  ****************
  Insurance Restoration Manager 
  **********************************************
  ******, MD 21286 
  **************
  **************
  

• Initial Complaint

  Date:09/17/2024

  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.

  This Company, specifically ******* and his Boss have been to my house, ignored my "No Soliciting, Please" sign multiple times. Even after getting assurances that they would respect my sign in the future. They refuse to take multiple "No's" for an answer. I have both on video numerous times ignoring my wishes and trying to engage and sell me and my family a service we do not want. I consider them threatening at this point. No. Means. No. I won't tolerate another encounter.

  

  Business Response

  Date: 10/03/2024

  
  
  To Whom it May Concern, 
  

  I hope this message finds you well.
  

  I am writing to sincerely apologize for any inconvenience caused by our recent solicitation. We understand that this may have been unwelcome, and we regret any disturbance it may have caused.
  Please be assured that we respect your preferences and will ensure that you are not contacted again in this manner. We value your feedback and will use it to improve our communication practices.
  Thank you for your understanding and patience.
  

  Best regards,
  

  Annie Guiragossian

  
  

• Initial Complaint

  Date:09/13/2024

  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.

  Thank you for the follow up message. Im happy to report that with BBBs help, the issue reported with the company has been resolved to our satisfactory. by *** team to contact our builder for a 21-year-old house. According to our *** manager, builder warranty covered only one year which expired 20 years ago. Many houses in the community had their roof ***laced but no incident of such ever occurred. For the last three weeks ago, we tried to contact MLM and the ***, but neither of them responded to our emails and phone calls until September 11 when MLM told us via email that "MLM is not held liable for ** damage". The team lead lied telling saying that they warned us before the project. We are not in agreement with *** not being liable for such an incident. Had they inspected the attic for routing before starting the project, the incident could have been avoided. Now they lied about sharing the problem with us before it occurred? If they had known and told us the potential risk, we would not have agreed to let them do the project. What we need now is to have *********** to come back and reopen the roof so the ** lines could be fixed.

  

  Business Response

  Date: 09/26/2024

  To Whom It May concern,

  We are in the process of taking care of this issue.   This is clearly an HVAC builder issue that origianlly was not built to code.   . HVAC Coolant lines were not installed to IRC code. (Lines are laid directly flush to the decking). At no point should coolant lines be inaccessible?from the interior of the home in order to conduct service if there is an issue at any point in time. The fact that the roof has to be opened up in order to repair the lines means that the builders did not install this properly.  See IRC Code attached along with photos for Support.  

   

• Initial Complaint

  Date:07/26/2024

  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.

  Showed up in the neighborhood door-to-door and scheduled a quick inspection, however after canceling the inspection and letting them know I am no longer interested - I've since received constant calls from MLMHI weekly and sometimes even more than 3 times in a single day.Blocking them does not work as they use proxies to change their phone number every single time they call. This is a malicious practice and is alarming to see from a (supposedly) claimed A+ or honest company.

  

  Business Response

  Date: 08/13/2024

   

  To whom It May concer, 

  
  I am writing to sincerely apologize for any inconvenience caused by our recent solicitation. We understand that this may have been unwelcome, and we regret any disturbance it may have caused.
  Please be assured that we respect your preferences and will ensure that you are not contacted again in this manner. We value your feedback and will use it to improve our communication practices.
  

  Thank you for your understanding and patience.
  Best regards,
  

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

• Initial Complaint

  Date:07/17/2024

  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.

  [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: 22005378
  
  I am rejecting this response because:
  
  It is an over simplification to apologize and say youll not provide unsolicited contact at my residence. Having an incredibly pushy salesperson at my door who will not leave when I have small children at home is not only an inconvenience but also provides safety concerns - not only for myself/family but should also be for your poorly trained employees as the wrong person may not just slam the door in their face. To be fully satisfied with the response from the business Id like to hear updates to training and how they will handle improper solicitation in the future. A simple we wont do it again to you is a failure by the company and possibly a violation of Baltimore County Code - the salesman did not display the proper licensing and failed to leave my property when solicitation was verbally declined. That is in addition to failure to adhere to the No Soliciting sign. All three appear to be individual instances in violation of county code. 
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/31/2024

  To Whom It May Concern,

  
  I am writing to sincerely apologize for any inconvenience caused by our recent solicitation. We understand that this may have been unwelcome, and we regret any disturbance it may have caused.
  Please be assured that we respect your preferences and will ensure that you are not contacted again in this manner. We value your feedback and will use it to improve our communication practices.
  Thank you for your understanding and patience.
  Best regards,

• Initial Complaint

  Date:06/23/2024

  Type:Order 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.

  Few weeks ago *********************** from MLM did my roof inspection. He convinced me that my roof has a lot damage and insurance will approve 100% roof replacement.After filing the claim my insurance inspected the roof and provide me the estimate for a minor damage on June 15th. I forwarded the estimate to ***** and since then he is not promptly responding to emails and texts. I have not seen any commitment from him on 'roof replacement' promise he made.Few days ago I notified him that I am terminating the contract he persuaded me to sign and he acknowledged the termination in a text message.I want MLM management acknowledge contract termination with no charge.

  

  Business Response

  Date: 06/27/2024

  Hello and Thank you for your response. 

  We have actual text messages with ***** and our customer, On June 11th the cusotmer notified ***** that they had gotten notification from the insuracen company that it could take 7-10 Business days before they respond with their results and findings.  **** responded to the customer letting him know that we will give the insurance company a few more days before we reach out.  On June 15th the customer emailed the estiamte for partial repairs to *****.  On June 21 the customer reached out asking when repairs will start, and ***** our rep responded to the cusotmer that he will call to discuss the next steps since the cusomter did not get a full roof replacement approval. Right after thats response from *****, the cusotmer send an email stating he wants to cancel everything.  

  We explain to all of our customers from the start that this process could take time depending on the insurance comany and their results.  

  Thank you for your time,

   

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