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:10/26/2022

  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.

  Hired "Renewing The Home Services, LLC", and gave a deposit of $4,000 to renew our master bathroom. They informed us it was only going to be a few weeks out before they began our restroom project. Weeks and months have passed by and we have tried several times to contact the company with no response. Even today 10/26/2022, before posting this complaint, I've attempted all phone contacts and no response. One phone number supposedly is not a valid number according to the gentleman that answered the call after leaving several voicemails. However this number's voicemail is set up for "****** ******", so the gentleman that answered the call is lying about just being a restaurant worker when his voicemail states "hello you've reached ***** ******, please leave a message". This company has caught themselves in a twist of lies. This company after further legal research has similar legal cases with the same situation about their lack of communication and lack of work. This needs to stop before more innocent people get taken advantage of.

  Business Response

  Date: 11/02/2022

  The customer is not truthful in their statement, in fact we have been trying to reach them for several weeks to verify all the details and arrange a timeline for installation once the materials are shipped. Attached are the details of the products we have purchased to install and sales information regarding delivery dates estimated to be the first week of December, I like to go over those details with the customer to be sure they are exactly what they were wanting however I can't reach anyone.  

  I received 1 phone message from ********* ******** on October 26th wanting to check on the status of the order but when I tried to respond neither her or her husband ******* will answer either phone number we have on record for them prior to or afterward. As for canceling the contract it is not an option we have invested money in Commissions, materials and office work to manage this job, we expect the customer to fullfil their obligation under the contract for the remaing balance of $14,250 as well.

  Customer Answer

  Date: 11/13/2022

  [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 Assumed Answered] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I ******* ********, reached out to Nathan by emails and phone calls from back in July 2022. I called the number on the business card multiple times and left voicemails back in July. I never received a response since July 2022. In July, I went to the business address on the card to speak with the owner. The person I spoke with at the address on the business card was ***** ******. At that time, ***** told me he had already paid commissions and bought materials. However, according to the contract the company was suppose to come for a walk through and collect the second deposit before demolition and purchasing of materials. The company never contacted us for a walk through or answered my questions from my original email. However, we never clarified all details of materials because no one responded to my emails or calls about reviewing itemized materials. Like the contract states in green “if any items are missing, notify your designer”. I tried on several occasions to reach the company with no success by email, phone calls and address of business.
  Now it brings us to the date of complaint with the BBB. On 10/26/22 on several occasions we called all numbers and emails to get a status update. Finally someone answered and told us it was not the correct person of contact. However, when we called that number again the voicemail had the name “***** ******”. It was then on 10/28 after we filed a complaint with the BBB that we received a call from ***** and an email response from ****** months after sending ****** an email on 7/20/22. ****** responded “we don’t check emails regularly”. As a business owner if an email is on a business card as a form of communication and of keeping track of all records they should respond in a timely manner. 
  On 11/2/22 the business responded to the BBB complaint and on that same date as proven by emails we again reached out to them by email so that we can have everything on record for this purpose. The company is liable to keep contact by any means including emails, which we have proof of no contact from this business since July 2022 until 10/28/2022. Therefore, we rebuttal their response with evidence of lack of communication until it was of last resort to make a complaint. Please see attachments.
  

  Business Response

  Date: 11/28/2022

  Once we were able to reach the customer via email he has confirmed the installation to be done in the month of Dec 2022. The last question we had to him was whether we would be able to have the delivery be done directly to his home to avoid additional handling of the materials.

  Also it sounds like he would like to be there while everything is installed so the exact date hasn't been confirmed yet. Once we hear back him regarding delivery and preferably I would like to establish a phone call to speak directly to hime regarding dates of installtion we are ready to get his project completed.

  I have attched emails.

  ***** ******