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:04/03/2025

  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.

  I placed an order for new countertops in my home through **********. I was informed that it would take 6-8 weeks for the countertops to be created from the manufacturer (laminate with inlay sink). I scheduled the installation through Crew 2 and we were all set to go for installation day. Upon arrival, my fiance informed the installer (who showed up alone to carry in 2 sections of counter top 1 w/ the sink preinstalled stretching over 10' long by himself with no help) that the long section would need to be taken in through our front window due to the corner he would have to make entering through the front door. The installer chose to ignore our input on how to bring the counter top into the home and attempted to push it in through our front door around freshly painted walls, brand new trim, and an entry way hutch. From the basement my fiance heard him struggling and went upstair to find the installer stuck, right where we informed him that he would be. My fiance immediately jumped in to offer assistance to avoid more damage to our brand new construction finishes we had just spent over $20,000 on. The installer then instructed my fiance to "bend" the 10' section of counter around the wall... yes "BEND" at which point my fiance refused and again reminded the gentleman he would need to go in through the window. While the installer backed the counter back out of the front door to go in through the window he left it leaning in the entryway, it fell down our front steps cracked the sink right down the middle and pushing the sink up through the laminate.. He did install the damaged sink/ counter and we have been working with HomeDepot for a new install. We have now lost over 2 days of work, and 5 months later still do not have "new countertops." I have been working with an insurance company to cover repairs made to the new contruction that was damaged, but am still paying off a counter top that i DO NOT have and do not trust that the insurace company will pay.

  

  Business Response

  Date: 04/09/2025

  Thank you for the opportunity to respond to this complaint.

  We regret the frustration this experience has caused and appreciate the chance to clarify our understanding of the incident and the steps weve taken to resolve it.

  As the customer notes, their fianc was present during the original installation attempt and suggested bringing the countertop in through the front window due to tight clearance at the front door. According to the installer's account, they agreed with that suggestion and set the countertop down temporarily while the fianc went to retrieve a tape measure to assess the window dimensions. During that time, the fianc accidentally made contact with the countertop, causing it to fall and resulting in damage to the product.

  Although we did not consider this the result of installer error, we chose to move forward anyways in good faith and immediately reordered the custom countertop and sink at no cost to the customer. The replacement was fabricated promptly, and we worked with the customer to schedule installation for May 5th, at their request.

  Regarding the refund request: the countertops are custom fabricated to the customers specifications and cannot be returned or resold once production begins. For that reason, refunds are not typically offered after fabrication. In this case, we have already absorbed the full cost of replacement materials and installation effort in order to bring the project to completion.

  We aim to deliver a high-quality installation on May 5th and will be happy to address any additional concerns once the work is complete.

  Thank you again for the opportunity to respond.

• Initial Complaint

  Date:02/15/2024

  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.

  ********** should be ashamed of Crew2's quality of work. Crew2 left our home is horrendous condition after a carpet installation. We just spent $20K to have our home entirely painted and although we were expecting some touch *** this is excessive. Our painter will not complete the job under "touch ***" because it's too large of a project. Additionally, Crew2 poorly installed the carpet. It has ripples everywhere and every seam is visible. This company does NOT care about your home or the quality of their work. If **********/Crew2 do not pay for the damages, we will be force to take legal action. Below you can see the photos. These are just a few examples. Every inch Crew2 touched looks like this.

  

  Business Response

  Date: 02/16/2024

  We take pride in our commitment to quality and always regret any instance where our work does not meet expectations. Prior to being notified of ********************** formal complaint to the BBB, we already initiated steps to address her concerns about the carpet installation.
  Addressed and corrected all identified carpet concerns, including re-stretching and re-tacking in necessary areas.
  Conducted a thorough walk-through with ****************** to ensure these adjustments met her satisfaction.
  Noted the paint damage, which appears to have been exacerbated by the paint on the baseboards not being fully cured at the time of our service. We are actively engaging with ************** to find a satisfactory solution for the paint concerns.
  
  We apologize for any inconvenience or distress this situation has caused. Crew2 is dedicated to ensuring the complete satisfaction of our customers, and is committed to resolving this matter to ********************** satisfaction.
  

• Initial Complaint

  Date:01/02/2024

  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.

  My wife and I were looking to finally update or kitchen. We went to the HomeDepot and found an affordable option, new doors and drawers, with a refacing of the original cabinets. This was advertised as a 90 completion. We paid in full at the end of October 2022. The work was supposed to be completed by February 1, 2023. New cabinets and countertops were completed in January 2023, but the rest of the work was spotty throughout the year and was finished on September 28, 2023. All throughout the project were reorders of doors and drawers, drawers fronts, hardware. We went through 4 installers and was told that many ****** customers were waiting a year or longer to complete their project. ( they must have known this when we paid ?)One installer did more damage to the cabinets then repair them. ( I have many photos)I have been in contact with one of the managers, who is not keeping her word and is playing some stall and they will go away game. We have ask for some of our money be returned for all the inconvenience and eating out we had to do. This has been going on for the past couple of months. Our experience with crew2 has been the most unprofessional and unapologetic group I have ever worked with. I would not recommend using their services. Sale # F2842098

  

  Business Response

  Date: 01/22/2024

  Since receiving this complaint, we have thoroughly reviewed all pertinent information and are nearing the completion of the Settle and Release (S&R) form with ******************.

  Customer Answer

  Date: 01/22/2024

   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.

• Initial Complaint

  Date:12/28/2023

  Type:Delivery 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 ordered carpet via ********** on 9/02/2023, after multiple delays the carpet was installed by Crew2 (**********'s flooring installation contract) on 11/07/2023. I reported a carpet stain left by the installers on 11/10/2023, carpet bubbles, visible seam, and stairway carpet not stretched/tacked down on edges on 11/20/2023. After multiple calls to Crew2, a work order to correct the issues was placed by ********** on 12/05/2023. As of 12/28/2023, Crew2 has not contacted me to schedule a fix. Please help!

  

  Business Response

  Date: 01/11/2024

  On receipt of this complaint, we promptly contacted the customer on 12/28/23 and scheduled a return visit for 1/9/24. Unfortunately, this did not go well and we've had to reorder the customer's carpet. We are actively talking with ************** and working to get an ETA to update the customer with. We will strive to work towards satisfactory resolution on this and keep the customer informed along the way.

  Customer Answer

  Date: 01/11/2024

   I am rejecting this response because: the job isn't finished - the 'fixes' created more issues, including knocking a hole in a wall and additional carpet damage. No date provided yet by Crew2 for the additional carpet repairs
  
  
  

  

  Business Response

  Date: 01/16/2024

  As referenced in our original response, the customer is correct that the repairs did not go well. We are working towards arranging a full reinstallation, and as previously mentioned the carpet has been reordered. We will not be able to take any action until the new carpet has arrived, but as soon as that happens we will arrange a new day for installation.

• Initial Complaint

  Date:11/09/2023

  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.

  Paid ********** for a floor installation. Purchased all the material and prepped the entire house for flooring install. We prepared approximately 800 sq/ft for install including removing a toilet. Measurements were captured and dips and crowns were properly documented and agreed upon befor proceeding (all parties were made aware). On the date of install, one man arrived in an old Chrysler Town and Country. He walked through the home, saw the size of the job and his demeanor immediately changed to "I don't want to do this". The installer pulled out his 48" level and proceeded to go around to the dips and claim they were too deep for leveling. I watched him hold the level at one side and hold the level at an angle where the bubble was raised up and not level. He then proceeded to tell me it was over the 1/4 inch and 3/8 inch limit and could not do the job. After he left, I took my own 48" level and captured photos/videos showing the height was far less than 1/4 inch in the areas he claimed were too deep. I provided photos and videos to ********** who agreed the dips were within installation standards. They contacted Crew 2 and Crew 2 refused the install. Numerous other floor installers completed their own estimates and all other parties agreed the dips were less than 1/4". They still have the THOUSANDS of dollars I paid to them. My house is still torn apart. I am now sitting with **** lbs of materials in my kitchen, a hole where my toilet used to be, and 3 young children who are very upset with the house in shambles. Arguably the worst customer service I have ever recieved.

  

  Business Response

  Date: 11/15/2023

  During the initial installation, the original installer noted areas of the floor that were slightly out of level. Based on his assessment, he did not feel comfortable installing the flooring without first having the levelness addressed. We were able to arrange for a different installer to review the project and he determined that the floor could be installed properly without additional floor prep. We completed the installation in full on 11/14/23.

  Customer Answer

  Date: 11/15/2023

   I am rejecting this response because:
  Yes, the floors were eventually installed.  However, another installer associated with Crew 2 was able to complete the job that I paid for a week after it was supposed to be done.  It still does not change the fact that an installer associated with Crew 2 came to my residence, lied to me, attempted to trick me and convince me a project couldn't be done because he was not prepared for the size of the job.
  
  

• Initial Complaint

  Date:09/08/2023

  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.

  I had Crew 2 through ********** install a new hot water heater. The old one decided to start leaking on the Friday before Labor Day so on Saturday I went into ********** to purchase a new one and set up installation. I was told they outsource the work to another company who would call me. Before I was out of the store I received a telephone call from Crew 2. The individual set up the installation for the Tuesday after Labor Day and gave me a quote for the entire process. I was flabbergasted at the amount and she explained to me the reasoning for the amount, but did not provide any dollar amounts even when I asked. I was in need of the hot water heater and agreed to the installation. After the quick and efficient installation I requested a receipt and was told that it would be emailed to me. I did receive a receipt; however it looked like a cash register receipt with no break down of the charges. I called ********** twice, once never getting a call back and then the second time I finally had someone tell me that I had to call Crew 2 for that information. I placed a call twice to Crew 2, requesting a break down of the charges, being told they would email it to me; however a project manager would need to take care of it (and he/she was not available when I was on the phone with them). I still have not received the break down of the charges! I want to know how they came up with the amount that they charged me...the cost of the hot water heater, trip charge, installation charge, removal of the old hot water heater charge, etc. For some reason they are not providing this to me and I need this information! I guess I would like to know what the big secret is regarding what they charged me! Overcharged maybe? I may never find out! Needless to say I will not be using ********** for any installation projects again if it means dealing with Crew 2.

  

  Business Response

  Date: 09/18/2023

  We truly appreciate the patience and understanding shown by our customer while handling their concerns about the costs related to their recent water heater installation. We understand that clarity on pricing is vital, and we apologize for the confusion and delay caused in delivering a detailed breakdown of the charges. Our actions fell short of not only the customer's expectations but also our own.

  On review of the complaint, we discovered that a misstep occurred on our end when initially attempting to email the itemized receipt. The email address was mistyped, which unfortunately caused a delay. Upon realizing our error, corrective action was immediately taken, and the correct breakdown was subsequently sent to the customer.

  Going forward, we've reinforced our process to include additional checks for accuracy and emphasized the importance of timely communication with our team members. We've also ensured that any necessary documentation will be sent within a clearly communicated timeframe of 3-5 business days. We deeply regret the discomfort our customer had to endure and we are taking necessary steps to right the wrong and prevent it from happening in the future.

  Customer Answer

  Date: 09/18/2023

   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.

• Initial Complaint

  Date:08/28/2023

  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.

  It's been a 2-year process to get my kitchen completely done and it's still not completely done. The crew two members are the most disorganized company I've ever experienced in my life. ****** and ******* I've had many phone calls from me throughout this experience sending back cabinets twice, once because of Mismeasuring and another time because they are the wrong cabinets. The official start to the project was first steps at ********** in September 2021 and finally, the bulk of the job was done by Mid January 2023. I still have one door remaining to be replaced, I've reminded them now two times about this, and I still haven't had my final walkthrough from the city of Rochester.. will be full circle job not completed for a 2 year ordeal. Throughout this whole process no one was apologetic nor that they offered to do anything for all the hassle that I had to deal with. Initially I just wanted the job done and wanted nothing extra from them, but today's phone call triggering my memory of this ordeal makes me wonder if they could have done something help me out with this situation. I tell my friends the story of this kitchen remodel and they are surprised at the lack of professionalism, timeliness and sense of urgency to get my project completed. More details of this ordeal are listed in my review of Crew 2

  

  Business Response

  Date: 08/30/2023

  First and foremost, we want to express our sincere apologies to ****************** for his experience. Our normal procedures are designed to complete projects in a timely manner, so it's disappointing to see the delays that occurred in this case.
  
  This isn't reflective of our usual standards, and we are working closely with our business partner, *************** to discuss possible compensation given the inconvenience ****************** has experienced. Additionally, we are scheduling a return visit to resolve the remaining cabinet door issue.
  
  We want to assure ****************** that we appreciate his patience and understanding and deeply regret the discomfort faced. We are doing everything in our power to make it right.

  Customer Answer

  Date: 08/30/2023

   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. Hopefully this will be resolved, please make sure to spell my name correctly to reference my project, my last name only has 1 L, your response had 2 Ls in my last name.

• Initial Complaint

  Date:08/29/2022

  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.

  Purchased carpeting from ********** in July and was told that Crew2 would call to schedule an appt in 48 hours. 5 days later, I called them to schedule an appt. Lots of excuses as to why they did not call me. On the day of installation they showed up with the wrong carpet. I was in contact with ********** and later received a second appointment for installation. One the second day, I was informed the pad that was in plastic was wet. I was told by the lead person that they did not have time to work with me or ********** as my job was too small, they had a bigger and more important job to do. They were going to leave until I told them I was calling **********. A person at the store was on the phone with Crew2 and ********** and finally 6 hours later a new appt date was set. I explained though that I did not have any days to take off. crew 2 then did not want to install the carpet. ********** arranged for someone to be there. Install day 3 only one room of carpet was installed. Five of six steps were to be carpeted and I was to do step 6 due to a partially rotted board. They failed to do any of the steps. ********** contacted me and asked what I wanted to do. At first I said I would just take care of it but then on Sunday went to the store and told them to have Crew2 finish their job. As of **** on Monday, still no call from Crew2. The store told me to call them to set up a time. I reminded them I can not take off and they will have to figure that out with Crew2. Left a message for Crew2 and still waiting to hear back.

  

  Business Response

  Date: 09/09/2022

  We are sorry this customer had a negative experience, our goal is to meet or exceed customer expectations on every project. Unfortunately there were issues that caused the project to be delayed. The installation was completed on the 1st of September. We've made a few attempts to contact the customer in order to ensure they are satisfied with the completed work, but as of yet we have had no luck reaching them.

  Customer Answer

  Date: 09/21/2022

   I am rejecting this response because:
   Yes the work for done with the persistence of myself and Home Depot.  I was ignored by Crew2 and they always had an excuse as to why the job did not get done.
  
  

• Initial Complaint

  Date:07/25/2022

  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.

  In December ********************************************************* a condo which is part of a housing complex for adults with special needs. *** cabinets arrived the end of February, and appliances shortly after but work has been delayed multiple times since then After promising a start date of late April and then beginning of **** *** start date was finally first week in June. My grand daughter who has a severe neurological condition and complicated mental health issues had to move and was in by the end of the week. However. the work did not begin as promised and continued to be delayed on a weekly basis until July 5th. Demo started and was finished, a gas leak occurred but was fixed by July 6th, plumber arrived July 8th, problem found, but solved by end of day.. Electric done and inspected by July 18. Nothing has been scheduled since then, so I hired my own plumber to finish what was not completed on July 8. No dry wall or installations of cabinets are scheduled to be done as yet. I have had to call on a daily basis to get any information and get only partial answers in return. I am in daily contact with ********** Brooklyn Park Manager and **************** Rep. *** project manager is poor at scheduling and even poorer at communicating which has caused the delays and played a large part in the worsening of my grand daughter's conditions. *** apartment is completely filled with cabinets and new appliances which have been there since the last week in February along with flooring and other construction materials. *** only living space is one bedroom a bathroom and space for a microwave. My granddaughter also has a 90 pound German ******* service dog living in this small space. ***re is nothing on the schedule for completion OR any continuing work at all. Of the choices below, finishing the job ASAP is first, but the new refrigerator door was damaged during construction and needs to be replaced. And I want an explanation of charges.

  

  Business Response

  Date: 08/02/2022

  Our leadership team is aware of the circumstances and is actively working on solutions to get a timely completion for this project.