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Business Profile

Flooring Contractors

Metrolina Home Remodeling, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Metrolina Home Remodeling, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Metrolina Home Remodeling, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 new windows installed 1-30-2023 by this company. One bathroom window did not fit. I have a amended agreement by this company to replace this window. I contacted the business in October of 2023 to get the status of my window replacement. The answer i keep getting is let me check on it and i will call you back. Im never called back after after 6 or more calls and several text messages to ***** the owner. I have paid in full the cost of the windows.

      Business Response

      Date: 03/27/2024

      Hello ********************, 

      Thank you for bringing this to our attention. Your feedback help us to do better. We have scheduled an appointment for Thursday 3/28/24 to replace your window. If you have any other concerns, please do not hesitate to contact us at ************.

      Thank you!

      Metrolina Home Remodeling Team

    • Initial Complaint

      Date:10/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On July 8th. 2023 I agreed to have work completed by Metrolina. I gave them a deposit of $6270.00 work to be started within 4 to 6 weeks. After paying the deposit I was not notified by the company of anything, on July 31st. I called to get any updates as to when the work would be started. I was told by ****** that they had to send someone to measure the windows, I informed him that they had measured 3 or 4 times already. ****** insisted the company had called 3 times with no answer, I told him that was a lie no one called me. After arguing back and forth we hung up. The office called me shortly after that to schedule the measure. Aug 1st. **** came to measure and said it was exactly the same as the measurements ****** had told him. I told ****** at that time I wanted a full refund he convinced me the work would be started shortly. I waited until 9/21/23 to call ********************* and ask for a full refund immediately. ****** told me that I should make a formal request for the refund by email which I did immediately. 9/27 I received an email saying that my request was being processed. Today is 10/20 I have not received a refund or heard anything. I did send another email on 10/16 with no response. I cannot afford to lose this amount of money and someone else could have done the job before the cooler weather set in, I do not have money to get it done without my refund. Can you help get my money back?Thank you,***************************

      Business Response

      Date: 11/07/2023

      Hello *****************,
      According to our records, we attempted to get in touch with you on 07/13 to welcome you and advise you about the next steps for the project such as a second appointment for measurements to be 100% sure before we order materials. A voicemail was left since no answer and a thank you card was mailed to you on the same day. Your project included removing your existing tub and replacing it with an acrylic walk-in shower system, replacing your flooring, painting your walls, and ceiling, and replacing 9 windows. The estimated start date for a project that includes an acrylic system is between **** weeks making an estimated start date of 09/29/23 as you can see from what it states in our agreement. A cancelation request was received from you on 9/21/23. Since the custom-made acrylic system was already ordered and in transit, we are following our late cancelation policy which is addressed under the additional terms and conditions page that you can find in our agreement. A check is going to be sent via mail to the address that we have on file for you. Please do not hesitate to contact us if you have any other concerns or questions.
      Thank you.
      Metrolina Home Remodeling

      Customer Answer

      Date: 11/08/2023

       
      I am rejecting this response because: They did not try to get in touch with me the times they said so that is a lie. I also gave them 10 and 1/2 weeks before filing the complaint. According to their contract they breeched on the time involved. I am still wanting a full refund due to the fact I no longer have any trust in them.

    • Initial Complaint

      Date:06/23/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      On 2/21/2023 I had 2 sales people come to my home to discuss remodeling my master bathroom. I placed a $ 8, ****** check as a deposit at the time. On Friday 2/24/2023 I called the office to cancel my contract. The woman answering the phone said she was new and did not know what to do but would have someone call me. I emailed the office to document this. The first 2 did not go through and the Third one did go through. I called and emailed on 2/25/2023. On 2/27/23 I spoke with the owner on the phone when I called and stated the company knew nothing and I had to pay a 15% penalty of the total cost of the renovation.I have talked to ************ and sent him documentation of my calls and emails that I sent on 2/24/2023. We have spoken a few times and he has told me the check would be mailed the following week. I have not received my deposit and no work was ever done. I recently sent him a letter certified with return receipt that was supposedly signed by him.I am very upset and want him to refund the entire deposit ASAP. He said he had problems with the bank paying him. It has been 4 months and this is wrong for ************ and his company to do.

      Business Response

      Date: 06/30/2023

      Hello, *************************  

      We would like to apologize for the inconvenience that this issue has caused. According to our records, a check was sent on April 1st, 2023 to your home address. We can see that the check has not been cashed and it has not been returned to us. At this point, we're going to put a stop payment to that check, and mail you a new check certified via ***** Please let us know once you have received the check. You can send us an email to ***************************************  Again, we apologize for the inconvenience. Thank you for your understanding and patience. 

      Metrolina Home Remodeling Team

      Customer Answer

      Date: 07/03/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

      Thank you. 

    Metrolina Home Remodeling, LLC is BBB Accredited.

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