Complaints

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

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  Your Home Improvement Company, LLC

  614 2nd Street South Waite Park, MN 56387

  
• 

  Your Home Improvement Company, LLC

  4401 Varsity Dr, Suite D Ann Arbor, MI 48108

  
• 

  Patio Enclosures

  760 King George Blvd Ste C Savannah, GA 31419

• 

  Your Home Improvement Company LLC

  Savannah, GA 31419

  
• 

  Your Home Improvement Company

  2121 Nevada Blvd Charlotte, NC 28273

  

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:12/16/2024

  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.

  **** in ***********,** did shower install on 5/2023. I had issue with shower doors leaking resolving issue by adding a silicone strip. 8/19/24 mold developed under silicone strip. I contacted **** and finally got in touch with ***** **** in sales on 9/9/24. He suggested bleach/water cleaning solution while he tries to get ***** ****** - project manager (who I had already tried to call). No change after several attempts and different solution tried after **** sent care instructions. On 10/3 I went into store at ********************************************************************* and talked with ***** who made in house appointment. ***** ****** came to my house briefly on 10/15 and said he would have to contact Min (person who installed silicone strip). I showed ***** other concerns of uneven panel etching (brought up previous year on installation) and stain in drip pain near drain. I told ***** if no solution to silicone strip can I get shower doors replaced with just paying price difference of doors. He said he could get me a quote (which I still never received as I have not heard from ***** after this visit). After repeated calls to YHIC Min came 11/2. He replaced silicone strip and said that is the only resolution. I asked what happens if molds returns. He said I would just have to call him and he will come replace it every time and I could also try blowing strip dry with compressed air after shower use. A haze had developed on **** pan after using solutions on silicone strip that I have made YHIC aware of with no resolutions. I got in contact with ***** ******** in warranty about my concerns with this shower and he directed me to **** ******* (manager) number/email to address my concerns. I have made several attempts emailing/calling **** and calling ***** ****** (project manager) and have not heard back. I would like my shower doors replaced and drip pan fixed. I would also like to know if etching in panels is expected or a defect in my panels.

  

  Business Response

  Date: 12/19/2024

  We do sincerely apologize with the delays in getting Mr. ******** service concerns addressed.  We have reached out to Mr. Orcutt and scheduled an in depth assessment for 1/6/2025. 

• Initial Complaint

  Date:12/09/2024

  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.

  Purchased windows and two doors from company in March 2024, installed end of June 2024. Immediately noticed issues with the quality of the product and eventually issue with the initial installation of the product. Also have pretty clearly been misled by the local manager into believing that these issues could be remedied in a timely manner. Front door initially installed incorrectly leaving gaps at top and bottom of door. Reinstalled, however, the bottom seal is now not reforming and has created another gap. Four of the windows had to be reinstalled after being installed incorrectly, causing issues with opening. A remaining 7 windows and the back door still have to be replaced because of issues ranging from water leaks in window to black marks on the inside panes of window to damage frames of window to door having wrong color. These items were viewed by an ******** July 3 and then a second and third ******** on August 2, however, according to the customer service office, the order for the new materials was not placed till "mid to late September." The last phone contact I had with the manager was August 22, where he informed me that he would check to see if manufacturer had any of the new product done - according to the customer service **** the order to remake those parts wasn't even put in till a month or so after this conversation. In addition to the replacement windows needed, ***** percent of the windows installed have excessive glue on the pane and/or black tread marking along the white frame that need to be cleaned off. Also, there is trim work on the interior and exterior of the major south facing picture window that needs to be replaced. The majority of these issues were identified June 28, 2024. The issues currently all remain outside of the reinstallation of the 4 windows and one door. Due to the size limit I am unable to upload all the pictures and documents. I would prefer not to have to go through a civil attorney and the courts.

  

  Business Response

  Date: 12/17/2024

  We sincerely regret the delays in completing this project.  Our manufacturer was experiencing production issues outside of our control. We did reach out to Mr. ******* and this is scheduled for 1/6/2025 for completion. 

  Customer Answer

  Date: 12/20/2024

   I am rejecting this response because:  One of the problems I have is the delay in when the product was re-ordered.  The issues were made known to the company by me as early as June 28.  A ******* and managers from the company where at my residence on July 3, either July 29 or 30 and again on August 2.  The order to replace the defected windows was not placed until sometime around September 19.  That would be almost three months from when I identified the issue and at least 45 days from the last time a ******* or manager from the company was at my residence.  That is not a reasonable delay in submitting the re-order.  Further, one of the managers that was at my house on the July 29 or 30 informed me that **** owns the window manufacturer.  So deferring responsibility for defective product and delay in processing new product on the manufacturer is not acceptable.

  I am also still dealing with new product quality issues in the doors that are installed.  The foam seal on the bottom of the door has not regained its form after being used/walked on like it is supposed to.  The company previously did fix the gaps in the door caused because it was not installed correctly.  But now I have a gap in the bottom of my door again - where cold air is coming in...this time because of apparently the quality of the product...which is now a theme.

  So I don't find that the company can provide the quality of product assured at the time of purchase and don't find that they can provide any type of quality product in a reasonable timeframe.
  
  

  
  

  

  Business Response

  Date: 12/30/2024

    We agree with Mr. ******* in the fact that an almost two month delay from assessment to ordering is unacceptable and we are investigating internally the causation.  However, we do not own either the window manufacturer or the door manufacturer both of which compounded the delays due to their own issues.  We will continue to honor our warranty coverage on all of Mr. ********* products and feel going forward we can provide the high quality service he deserves as our customer. 

• Initial Complaint

  Date:11/25/2024

  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.

  This company is THE WORST at communication. We've been waiting for over 6 months to get 2 windows and some screens replaced. They never call you back and each time I've called, I keep getting the runaround and excuse after excuse as to why service is delayed. I'd suggest taking your business elsewhere. ?

  

  Business Response

  Date: 11/26/2024

  We have reached out to Ms. ********* and this is scheduled for completion on 12/5.

• Initial Complaint

  Date:11/22/2024

  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 paid ********* for window replacement to Your Home Improvement Company. The job state was between September to October for completion. They came in September and started the project. Windows were not completed. Some screens and windows did not arrive. Some screens arrived damaged. A window was left half finished. Two windows had broken latches. An estimate for correction was November. Windows are still incomplete. They have not honored warranty for repairing screens. I have called on a weekly basis and they say they will have a manager call me. Its been a month and despite weekly phone calls I have not been contacted. No updates have been provided.

  

  Business Response

  Date: 11/26/2024

  We apologize to Mr. *** regarding the amount of time it has taken to complete his project. We have reached out to Mr. *** and are schedule to return to his home on 12/5/2024 to complete this project. 

• Initial Complaint

  Date:11/15/2024

  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.

  In 2019, we hired Your Home Improvement *** to install 10 new windows and completely reside our home. Unfortunately, this experience was frustrating and disappointing, with a lack of communication and many broken promises and poor-quality workmanship. In February 2024, we reached out to address issues with both the windows and siding, emailing ****** ****** and **** *****. **** responded that he would forward our email to the Production and ******************* After many delays a service inspection was finally scheduled for April 9th. On that day, ***** ********* canceled; however, ***** ******* visited later to inspect the windows, advising that they remain closed due to potential damage upon opening and closing. What good are these windows that cant be used?The siding also showed issues, with noticeable gaps on the west side of the house due to shrinking, leaving parts of the house exposed.We were told in an April 16th email that replacement materials were ordered and would arrive in a few weeks. However, it wasnt until five months later - September 25th - that we heard from ***** ******, who noted high service volumes were the reason for delaying our service work and promised an update within two weeks. An October 9th email finally confirmed receipt of most products for the service work, months after they were supposedly ordered. Duplicate emails followed on October 23rd and November 6th, but no progress has been made to date to schedule the service work to be completed before winter arrives.Once again, we are facing the same issues: lack of communication, repeated delays, and no clear plan for completion. As a result, we have had to file another complaint with the Better Business Bureau to expedite the service work, which remains covered under the lifetime warranty provided by **** and is yet to be addressed.We would appreciate immediate attention to this matter and a firm commitment to resolving these issues.

  

  Business Response

  Date: 11/22/2024

  We do sincerely apologize to Mr. ***** regarding the length of time it has taken to perform these service repairs. We do have all the material required in our Bismarck warehouse and have left voice mails the last couple of days in attempts to schedule these repairs. We do look forward to hearing from the ******* and completing the service repairs. 
  

  Customer Answer

  Date: 12/02/2024

   I am rejecting this response because:
  
  Based on our previous experience with YHIC and the exceptionally long delays in addressing our service needs, we initiated a service order in February 2024 with the hope that the siding repairs on our home would be completed before the onset of winter.
  With winter temperatures upon us, it's important to note that these materials are highly susceptible to cracking, damage, or breakage in extreme cold. When repairing or replacing sections of siding on a home during such conditions, it is in everyone's best interest to wait until temperatures are warmer and more suitable for working with these fragile materials.
  Furthermore, the area around our home where the work needs to be completed is currently covered in snow.
  

  

  Business Response

  Date: 12/02/2024

  We do install exterior vinyl products year round. However, in light of ********** concerns we can certainly list this as a "spring service"  in our system. 

• Initial Complaint

  Date:11/06/2024

  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.

  I hired this company back in March to put in new showers, and from the start they were so unprofessional, not showing up when they said they would, no communication, really bad work done on the 3rd shower, didn't complete the 2nd shower, and did not finish the job but sent a completion statement to the company that initially gave me the loan for the work stating that they did. They contracted this person named ***** ******** to come do the work, he not only didn't do a good job, he came up with so many excuses as to why he couldn't show up, then when he did, he left a toilet, a sink and some other trash on the side of my house for over a month, (I hired someone else to remove it) he had stated that he "would come get it right away, within a day or two", but never did. When he started on the project he assured me that it would only take a month or so, and we are now 6 months+ into it and still no resolution. The project manager was as unprofessional as *****, so bad about communicating and showing up when he said he would that he refunded me $500.00. I spoke with another employee, his name is *****, he convinced me that he would make things right by me. This morning he sent a father and son to work on my bathroom, they walked in and both of them were shocked, the father stated that "it was so bad that he could only do so much, and that I should have it rebuilt". I spoke with ***** this morning, letting him know what this man said, and that I either want it rebuilt or a refund for that particular shower. He let me know that he could not refund my money and that they would fix the things that were wrong, but I have no faith in them anymore. Also the glass that was supposed to be put in the shower was ordered about 4-5 months ago, I waited for a couple of months for it to come in and when it did I was informed from ***** via text that it was the wrong glass. It is now in, but the father and son left my house, wouldn't even start on it, understandably.

  

  Business Response

  Date: 11/08/2024

  We have been in contact with Ms. ******* and are scheduled to complete all portions of this project to her satisfaction. 

• Initial Complaint

  Date:10/15/2024

  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.

  -Uncommunicative about start date being pushed back. -Was originally quoted 3 to 4 days tops to finish the project and it took a month -There is still trash on the side of my home from this project -Damages to the walls around the showers that were done -Have a mounted shower rod in my contract and it still has not been installed

  

  Business Response

  Date: 10/17/2024

  We reached out to Ms. Roybal and have created a mutually agreed upon action plan that will resolve all her concerns. 

• Initial Complaint

  Date:10/10/2024

  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.

  10/01/2024 $7000.00 down payment I've tried to call company and always get a message center. Have not received a call back after several attempts. When I signed contract while under diabetic episode, when I got out of hospital 7 days later I realized the implications of the contract and researched the company and realized that they were not a viable trust worthy company.All I want is my deposit back. Since unable to even contact this company I hope the bbb can help.

  

  Business Response

  Date: 10/10/2024

  We apologize to Mr. Nimmo for the confusion on this issue. Members of our  management team are in contact with him and will be processing his refund paperwork. 

• Initial Complaint

  Date:10/02/2024

  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.

  Broken glass in a window, 3 other windows have damage, one is missing the screen entirely... the patio door is damaged/bent in the metal and trim work looks insanely shoddy and amateur... caulking all over things I can't get to clean off, did no clean up, or cleaning of glass after install, dust and debris all over inside and out, to include metal pieces I had to pull out of my truck tire... flowers and plants in the flower beds trampled, broken, and beat to h*** Absolutely zero response from customer service about getting things replaced/fixed...Haven't heard from customer service or the area supervisor whatsoever as to when that will be... or if its even been ordered.Overall incredibly displeased with the entire process.Install crew seemed far more concerned with how fast they could do things bs the quality of their work and it absolutely shows as well. Makes me doubt, and highly question the quality and integrity of the work.After a minor storm: 4 of the windows installed leak in to the house and aren't sealed, or whatever, properly. Contract Price $25,928.00 Approx Install Date: July 31, 2024 Aprrox Finish Date: NO CONTACT

  

  Business Response

  Date: 10/03/2024

  We apologize for any delays or inconveniences.  Materials for his service have been ordered and communication has been made.  We are currently working with the customer on a resolution that satisfies both parties

• Initial Complaint

  Date:09/30/2024

  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.

  We ordered a new sliding patio door and widows from the company in February 2024. The new windows were installed on May 13, 2024. The workers discovered at that time that the patio door measured incorrectly and needed to be reordered. We ordered new trim for the patio door at the same time. The patio door was delivered to the company shortly after it was ordered. However, it has been over four months and we still do not have the trim that is needed to finish the project. I have spoken to project manager *** ***** several times over the past few months and have been given a multitude of excuses ranging from "it's backordered" to "it's stuck in ******". I spoke with *** ***** this morning and was told that the trim is in Fargo but "the *** warehouse won't release the product." My husband and I are beyond frustrated with this situation. It feels as though we are getting the run-around and being given excuse after excuse. This is unacceptable. The trim for our door needs to be located so we can get our patio door before winter. I would like someone from the company (not *** *****) to contact me so I can get answers and a date for our patio door install.

  

  Business Response

  Date: 09/30/2024

  We are sorry for the delay and any inconvenience.  We are currently waiting on materials, as soon as the materials are received we will schedule to complete the installation.

  Customer Answer

  Date: 10/01/2024

   I am rejecting this response because:
  
  This response does me no good. How much longer will I have to wait? 

  

  Business Response

  Date: 10/04/2024

  We have located materials at ***, upper management is working on obtaining the materials once they are obtained, we will schedule the final work that needs to be done as soon as possible.  Upper management has attempted to contact the customer this week to inform them of a path forward

  Customer Answer

  Date: 10/07/2024

   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.