Complaints

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:03/10/2025

  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.

  Journey Home Remodeling was contacted on 9/19/24 for an estimate. They quoted $3,300 on 10/4. On 10/23 *** ******* said he was waiting on roofers before sending an invoice, which was sent on 10/25. On 10/29 he requested a call, and communication moved to texting. On 11/1 an update was requested on additional work (removing a door and replacing it with a window). *** responded on 11/2, increasing the cost to $4,300. Work began on 11/3, but debris remained for weeks until we cleaned it up. On 11/10 we asked for a completion date; on 11/11 *** said he was finishing another project first. On 11/18 availability was given for 11/22 and 11/23. On 11/20 we informed *** our husband was unavailable on 11/26. On 11/24 *** planned to return at 1 PM to finish exterior work. On 11/29 concerns were raised about caulking and cleanup. On 1/9/25 *** offered white siding, though the house is tan. On 1/10 he said the bathroom wall was finished but needed priming and painting. The facia was installed on 1/28. On 1/31 a $50 charge was added for siding labor, which was never communicated. When asked about the bathroom wall, *** said it couldnt be primed or painted. On 2/14 ***s sister messaged about payment. On 2/15 concerns were reiterated, and availability for 2/22 and 2/23 was provided. On 2/20 availability was updated to only 2/22. On 2/24 they asked for availability, and we reiterated weekends worked best. On 2/28 *** insisted on mailed payment before resuming work. We reminded them payment had been ready in cash since 11/9/24. On 3/4 availability for 3/7 was provided. On 3/5 ***s team required payment before fixing bathroom wall holes. If missed, the project would be considered complete. We confirmed and requested a receipt. On 3/7 a different worker arrived and said walls are usually primed and painted even if not listed. We confronted *** about poor communication, hidden charges, and assumptions. Despite attempts to resolve the issue, *** refuses to finish the bathroom wall.

  Business Response

  Date: 03/17/2025

  Subject: Comprehensive Response to BBB Complaint ID ********
  **********************
  Attn: ***** *******

  
  Dear *****,
  Thank you for the opportunity to respond to the complaint filed by *** ***** ******. At Journey Home Remodeling LLC, we are committed to upholding the highest standards of transparency and customer satisfaction. We provide a detailed account below, articulating both the initial agreements and subsequent actions taken to meticulously address *** ******** concerns.

  Initial Engagement and Scope of Work: *** ****** engaged our services on September 19, 2024, for specific repairs to an exterior wall and the adjacent roof. After a professional assessment, we presented two options:

  First Option ($3,300): This included retaining the existing door flush with the roof line.

  Second Option ($4,400): As recommended by our roofing specialist, this option entailed removing the door and installing a window to enhance water deflection from the house. *** ****** opted for this solution on November 2, 2024, recognizing the additional benefits despite the higher cost.

  Detailed Pricing and Adjustments: The agreed total for the project was $4,400, detailed in the invoice dated November 3, 2024:

  -$3,300 for comprehensive repairs to the rotted and damaged back porch.
  -$750 for the removal of the upper door, including framing, insulating, re-boarding, and installing new roofing and a window.
  -$250 for the provision of a new window, including casing and wrapping.
  -$100 for labor to install siding under the new window, utilizing surplus materials to manage costs effectively.
  -Payments and Terms: *** ****** made an initial payment of $1,650, with a balance of $2,750 due upon completion. She acknowledged and agreed to these terms by signing the invoice.

  Specific Issue of Drywall Gap Treatment: *** ****** specifically requested the mudding of gaps at the base of the drywall in a bathroom settinga non-standard request due to the potential for moisture-induced deterioration. Despite advising against this method, we proceeded to fulfill her request to meet her expectations, clearly noting this work as a courtesy outside the original quoted services.

  Priming and Painting Complaint: The absence of priming and painting was addressed directly; these services were not included in our contract. *** ****** was made aware of this, as evidenced by her acknowledgment via text on January 31, 2025, where she expressed understanding and acceptance of handling the priming and painting herself. She advised this in the attached text message conversation.

  Siding Complaint:
  Concerns about the siding were discussed in person on December 6, 2025, with both *** and Mr. ******* particularly regarding the appearance post-installation of the new window. The labor associated with the siding was included in the original estimate and was not subject to additional charges.
  Completion and Customer Acknowledgment: The project was completed in accordance with the agreed terms, including all adjustments to accommodate *** ******** requests. Her signature on the final invoice signifies her approval and satisfaction with the completed work.

  Attachments:
  Signed Contract and Final Invoice
  Detailed Communication Logs
  Photographic Evidence of the Completed Work

  We trust that this detailed response adequately clarifies the scope and execution of the project and demonstrates our unwavering commitment to customer satisfaction and ethical business practices. We have acted in good faith throughout this engagement and believe the provided documentation supports our position.

  Thank you for your attention to this matter. We are eager to resolve this issue amicably and continue to uphold our reputation within the community.

  
  Sincerely,

  ****** L'Huillier, Owner

  
  

  Customer Answer

  Date: 03/18/2025

  
  Complaint: 23040199
  
  I am rejecting this response because: 

  For the drywall treatment it was not just a gap at the bottom there were large holes that would not be able to be covered by trim when added to the wall. Which means they needed filled so I requested them to fill the whole. 

  For the Text on January 31st my statement was made due to having so mnay issues throught the process of this home repair and it was before his employee ***** stated to my husband that Journey home always finishes a wall even if it is not specifically listed in the contract. If we would have know this payment would have been witheld and the final contract would NOT have been signed when they sent ***** out to patch the walls. We were forced to sign the contract and pay before ***** could even fill the holes in the wall.

  I have attached our ******** conversation from 3/7/25 starting from me reaching out about what ***** told my husband while at our house fixing the holes in the drywall. This is where *** told me that he ASSUMED that I did not want the wall finished. Why would someone not want a wall finished when a door is removed and replaced with a window. 

  We have expressed our concerns multiple time throughout the project and *** picks and choses the questions that he wants to answer. For example when he was asked if this would be acceptable in his home or if he would assume that other clients did not want a wall finished he did not answer. 

  I reached out to the BBB due our our disatisfaction with this process and him blocking me from being able to resolve this issue on our own (see his text messages that he attached you can see that I am blocked via text. 

  I will be rejecting every response from Journey Home Remodeling if it is not a satisfactory resolution to this issue. 

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

  Business Response

  Date: 03/31/2025

  {BBB transcription via attachment}

  Thank you
  once again for allowing us to address the additional concerns raised by Mrs.
  Carla Powell in her recent rebuttal to our comprehensive response.
  Recapitulation
  of Initial Response:
  Initial
  Engagement and Scope of Work:
  **** ****** engaged our services on September 19, 2024, for specific repairs to
  an exterior wall and the adjacent roof. We presented two options based on our
  professional assessment:
  First Option ($3,300): This included retaining
  the existing door flush with the roof line.
  Second Option ($4,400): As recommended by our
  roofing specialist, this entailed removing the door and installing a
  window to enhance water deflection from the house. **** ****** opted for
  this solution on November 2, 2024, recognizing the additional benefits
  despite the higher cost.
  Detailed
  Pricing and Adjustments:
  The agreed total for the project was $4,400, detailed in the invoice dated
  November 3, 2024:
  $3,300 for comprehensive repairs
  to the rotted and damaged back porch.
  $750 for the removal of the
  upper door, including framing, insulating, re-boarding, and installing new
  roofing and a window.
  $250 for the provision of a new
  window, including casing and wrapping.
  $100 for labor to install siding
  under the new window, utilizing surplus materials to manage costs
  effectively.
  Payments
  and Terms:
  **** ****** made an initial payment of $1,650, with a balance of $2,750 due
  upon completion. She acknowledged and agreed to these terms by signing the
  invoice.
  Specific
  Issue of Drywall Gap Treatment:
  **** ****** specifically requested the mudding of gaps at the base of the
  drywall in a bathroom setting—a non-standard request due to the potential for
  moisture-induced deterioration. Despite advising against this method, we
  proceeded to fulfill her request to meet her expectations, clearly noting this
  work as a courtesy outside the original quoted services.
  Additional
  Response to **** ******’s Rebuttal:
  Use of Stock Materials to
  Control Costs:
  To minimize project costs and
  avoid additional charges, we utilized surplus materials from other jobs
  where feasible. This approach, explicitly chosen to keep the project
  within budget while maintaining quality, involved using leftover
  materials for siding under the new window, thus avoiding passing on
  additional material costs to **** ******.
  Wall Finishing and
  Miscommunication:
  The misunderstanding regarding
  our standard practices for wall finishing arose from comments made by our
  employee, which were not intended to imply that painting and detailed
  mudding were included in the contract. We aim to ensure that our
  contracts are clear about what is included and what constitutes
  additional, separately chargeable work.
  Allegations of Forced Contract
  Signing and Payment:
  It has never been our practice
  to force a client to sign a contract or make payment under duress.
  Payments were collected in accordance with the agreed terms, and all
  contractual obligations were fulfilled as outlined in the signed
  agreement.
  Selective Communication and
  Unanswered Questions:
  We strive to respond
  comprehensively to all client inquiries. However, some of **** ******'s
  questions related to subjective preferences were outside the scope of the
  contract. We acknowledge that this may have led to perceptions of
  selective responsiveness and will take this feedback seriously to improve
  our communication practices.
  Discontinuation of
  Communication:
  The decision to cease
  communication was made after considerable attempts to address Mrs.
  Powell's concerns were met with continued dissatisfaction. This step was
  taken to maintain professional boundaries and was not reflective of a
  disregard for her concerns.
  Proposed
  Steps Towards Resolution: Given **** ******'s explicit statement that she will reject any
  response unless it conforms to her specific demands, it appears we have reached
  an impasse. While we remain committed to transparency and professionalism, it
  is important to recognize that our obligations were fulfilled as per the agreed
  terms of the contract, which **** ****** acknowledged by signing. Consequently,
  while we are open to discussing this matter further to clarify any
  misunderstandings, we do not agree that additional work or concessions are
  warranted.
  We believe
  mediation may not be necessary given the exhaustive explanations and evidence
  already provided. However, we respect the BBB's process and are prepared to
  participate if deemed necessary to conclude this matter.
  Sincerely,
  ****** *********** *****
  Journey Home Remodeling LLC