Complaints

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

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  Dreamstyle Remodeling, LLC

  5520 Midway Park Pl NE Albuquerque, NM 87109-5800

  
• 

  Dreamstyle Remodeling, LLC

  637 Osage St Denver, CO 80204-4205

  
• 

  Dreamstyle Remodeling, LLC

  16223 Arrow Hwy Bldg A Irwindale, CA 91706-2038

  
• 

  Dreamstyle Remodeling

  210 Montoya Rd El Paso, TX 79932-1885

  
• 

  Dreamstyle Remodeling, LLC

  4242 S Eagleson Rd Ste 108 Boise, ID 83705-4985

  

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:08/29/2022

  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 purchased a ProVia front door unit from Dreamstyle Remodeling in July 2021. It was installed in October 2021. There were multiple installation issues. Dreamstyle agreed to have their service tech technician install the brick mold correctly. 
  After the brick mold was installed, I received a letter from Adam S***** demanding payment for the incorrect amount. The original door ordered was changed to a different style door, because ProVia could not match the color requested. We are responsible for painting the installed door unit. 
  A couple of months ago I called Dreamstyle for issues with the door hinges. An appointment was scheduled. The hinges were adjusted, and the door realigned. It now closes properly. 
  We are now in process of scheduling painting of the unit. Two painters looked at the door unit. It was installed with cloth stickers placed over the installation screw holes on the jamb and frame. The door has a south exposure and gets direct sunlight. The stickers are falling off. The frame and jamb material is covered with plastic, and the primer required takes four hours to dry. Even if the stickers were not falling off, they were not meant to be painted. ProVia customer service told me the stickers were never intended to be exposed to the atmosphere or sunlight. Their only use is for a frame and jamb covered with aluminum, which we did not order. Needless to say, both painters will not paint over the stickers. 
  Upon learning the situation with the stickers, I called Dreamstyle and asked for plugs to be installed, as requested by the painters. Jennifer stated the holes required plugs and told me she would order them. Service would be scheduled upon receipt of the plugs. I then received a call from John B******. He was very abrupt and rude. Basically, how dare you request service when you have agreed Dreamstyle would not provide service for the door. In fact, he stated we are too far away for service to travel. Dreamstyle sends constant mailings to our entire subdivision for bathroom remodels. 
  After B******'s call, I reached out to the service scheduler. The call center forwarded me to Paul W******, who said he was VP of Sales at the Corporate office. I explained to him the situation. He was pleasant and said all service will be honored. He even provided contact numbers should I need his assistance. I immediately received a call to schedule service. Plus I was told, "Our employee, John B******, was mistaken to inform you Dreamstyle would not provide warranty work for the unit." A service coordinator scheduled an appointment for August 11 without an arrival time. She told me I would receive a call with a time frame for the tech's arrival. There was never a callback. I left constant messages with service coordinators, without a single reply. Finally, I found someone who picked up the phone. It was no surprise to learn there was never an appointment scheduled. This individual set another appointment for August 18 with a time frame of 1-3 pm. The service tech was a no show on both occasions. Again, I learned there was no appointment for August 18. 
  Dreamstyle utilizes call centers. I have probably spoken to service coordinators all over the country. Additionally, I left dozens of message without any callbacks. Who knows where the calls are directed. I will guarantee you, if I wanted to schedule an appointment for windows, doors or a bathroom remodel, the appointment would be honored. 
  
  
  

  

  Business Response

  Date: 09/08/2022

  Good
  afternoon,
  Thank
  you for bringing this matter to our attention.
  Due
  to the specific way you specified to have the door installed, we were unable to
  cover the screw holes as designed and need to speak with our supplier for
  further insight.
  Our
  Operations Manager, Ellen Z*******, is working with our account rep to produce
  a custom solution for your door.
  Please
  reach to Ellen if you have any questions throughout the process; ************
  ext ***
  Thank
  you for giving us the opportunity to make this right.

  Customer Answer

  Date: 09/15/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: The door frame cannot be painted with the falling off sticky covers.  The painter wants plugs that will not fall off under the paint.  I did not instuct Dreamstyle to install the door. It was installed without our input.  I am now speaking with a Dreamstyle rep, as well as, a Provia rep.  Dreamsyle is in the process of providing a sample of the PermTech material to test paint.  When we ordered the door, we ordered a unit that was to be painted and requested composite.  John B****** selected the PermaTech.  There were never any painting instructions provided.  ProVia customer service informed me that we should have a wood frame with snap on composite that is complately paintable.  Customer Service said the PermaTech is not paintable.  My guess is we will all find out in short order as soon as the sample arrives.  
  
  
  
  Regards,
  
  
  
  ********* ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business Response

  Date: 09/26/2022

  Good
  afternoon Ms. ******,
  Our
  Operations Manager Ellen was out on Friday to provide you a sample to test on
  the door. We have also been working closely with our manufacturer to reach a
  custom solution for your issue.
  We
  will be in touch this week to discuss the next steps.

  Customer Answer

  Date: 09/27/2022

  I do have a sample of the PermaTech material.  Ellen has also provided painting instructions from GM Wood Products.  Apparrently, Provia informed her this company manufactures PermaTech composite.  I spoke with the Provia rep at GM Wood Products. He has never heard of PermaTech.  The painting instructions from Provia show PermaTech with a trademark beside the name.  It is typical to register a trademark when a company manufactures a product and wants to protect its identity. Needless to say, this situation is very confusing.  The GM Wood Products Provia Rep told me to basically ignore the instructions regarding paint selection with reflective pigment requirement. 

  Currently, I am waiting for our painter to test the primer compatiblity with the vinyl cover on the PermaTech.  If there is not a negative result, Ellen informed me Dreamstyle will furnish and install plugs over the frame and jamb composite material. These plugs must be flush with the frame and jamb.   

   

   

• Initial Complaint

  Date:08/22/2022

  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.

  Dreamstyle Remodeling failed to acquire a permit to finish work on bathroom remodel project that was begun in August of 2021. A Notice of Claim was sent with items needed to be fixed and finished to completed the project. There has been sufficient time for them to reply or withdraw from project. There has been no attempt from them to rectify the situation. They have insisted they did not need a permit even as the county has stated a permit was required.

  

  Business Response

  Date: 08/31/2022

  Good afternoon Mr. ******,
  Thank you for your message.
  Our Operations Manager, Ellen Z*******,
  has you on our schedule for Monday, August 29th for a site visit and to discuss
  your project.
  You may reach her at ************ x ***
  if you have any questions.
  We appreciate you allowing us to make
  this right.

  Customer Answer

  Date: 09/02/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: There was no resolution to the issue. Visit occurred, but nothing has been resolved.
  
  
  
  Regards,
  
  
  
  *** ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business Response

  Date: 09/13/2022

  Good
  afternoon Mr. ******,
  Thank
  you for your message.
  Per
  your conversation with Ellen Z*******, our Operations Manager, we have outlined
  a schedule for the reinstallation of  your project to alleviate the
  concerns brought about in your complaint.
  Please
  reach out to Ellen if you have any questions regarding your project, at:
  ************ ext ***.
  Thank
  you and we look forward to serving you soon.

  Customer Answer

  Date: 09/16/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: Currently there is another "meeting" set up to evaluate the conditions on the premises. There has been no written agreement resolving issues. Everything has been oral. No work has been started. A permit had been pulled according to DSR, but no permit has been posted at the residence.
  
  
  
  Regards,
  
  
  
  *** ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:08/03/2022

  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 will attach the file with my problem as this text box limits my ability to fully and accurately explain my experience with this company. I will also attach a youtube link that displays the issue mentioned in my document. If this is not satisfactory I am more than happy to send the required material via email. I am accessible at ***************** or via phone ###-###-####. Thank you. Here is the video link. In the video you can hear the difference in the floor the hollow spot pops in and out during showers I then tap the solid spot which doesn't make as loud of a noise.****************************************************

  Shortly after a plumbing issue that resulted in a leak behind my shower wall, I determined that this would be the best time to remodel my shower. So, soon after I signed my sales agreement with "Dreamstyles remodeling" on 12/13/2018, they informed me that the process would begin in a few weeks from this point. Nearly three months later, on 3/1/2019, the installers arrived and worked late into the evening. They mentioned the multiple deadlines they were behind on and informed me that there were numerous problems within the company. The following day they returned to complete the job. A week later, on 3/8/2019, the initial sales person's measurements were re-taken for the shower door since they had incorrectly measured during the initial consultation. Finally, two and a half weeks later, on 3/25/2019, the installers arrived and installed the shower door. This marked the end of the installation and the beginning of the problems. My family and I noticed that the locker shelves would fall out and worried it would injure our dogs or us, so I requested someone to be sent out to evaluate the cause. On 6/28/2019, a worker arrived and determined that the initial installation was done incorrectly. So, nearly two months later, on 9/27/2019, installers arrived and replaced the shower locker. However, this installation was incorrectly done as well. So, yet again, a worker was sent out and shaved off the shelves' sides so they would be flush against the locker to prevent the shelves from falling out. The original sales agreement stated that the drywall behind the shower would be patched and painted after the completion of the project. However, the installers had done the job so poorly that I had to redo the drywall and paint over it myself. Today, 7/16/2022, the door does not close properly, leading to leaking on the floor. In addition, the locker shelves still do not sit correctly and protrude from the wall. The initial installers left scratches and marks on the ceiling above the shower locker and the other shower walls. Finally, around 2020 I felt the shower floor was bowing in; the attached video shows this. For $7,620, I should feel secure in my investment and love my shower. However, I am left regretting my investment and an incomplete bathroom. This company should have better management and monitoring to ensure no other people invest in a poor-quality job. If possible, I would like the shower properly fixed or a refund for the amount I paid. The reason for the delayed contact with the BBB is due to my multiple attempts to allow the company to correct their mistakes. 
  Thank you for taking the time to hear my experience with "Dreamstyles remodeling."
  

  

  Business Response

  Date: 08/05/2022

  Good
  afternoon,
  Thank
  you for your message.
  Our
  Operations Manager, Justin M*****, has just left you a voicemail and sent an
  email to get you scheduled for service.
  Please
  return his call at your convenience, ************, Ext. *** so we can confirm a
  date and time that works for you.  
  Thank
  you for giving us the opportunity to make this right.

  Customer Answer

  Date: 08/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because I received the email and message left on my voicemail and attempted to respond via email and phone. I received no response via email and when contact via phone call was attempted I was greeted with a voicemail box that was full. 
  
  
  
  Regards,
  
  
  
  ****** *********

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business Response

  Date: 08/09/2022

  Good
  afternoon ******,
  Our
  apologies about not being able to reach someone at the time of your call.
  Your
  project coordinator, Brittany V****** has just reached you and we have you on
  our schedule for Tuesday, 8/16/2022 for service.
  You
  may reach Brittany directly at: ###-###-#### Ext. *** should you have any
  questions about your project before the 16th.
  Thank
  you and we look forward to serving you soon.

• Initial Complaint

  Date:08/02/2022

  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.

  I purchased a shower for the master bathroom on 1/24/2022 from Dreamstyle remodeling. My sales representative was Chris P**** ###-###-####. On April 26, 2022 the shower was partially installed. The shower was minus the floor drain cover. I was told by the installer, someone would come out within a couple of days to install the missing drain cover. Still no drain cover installed to this date. I've called Dreamstyle sev eral times regarding this issue, only to be told that they are waiting for delivery of the missing drain cover. We've contacted Chris P**** on 5/18/2022 with no response and then on 7/12/2022 contacted Chris again and finally got a response saying he was sorry and would have somebody contact us. Duncan contacted me on 7/14/2022 stating he was to received the drain cover by 7/15/2022. Still no drain cover. No contact or updated information on when I'll
  receive the cover. We have already made 4 payments on this shower. The only thing we receive from Dreamstyle is a payment coupon every month. My wife has only used this shower once as she had foot surgery and fell in the hole. It is way too dangerous for her to use as is, without the cover. We paid for and want a completed shower as promised. How can a company even start a job without having all the components needed to complete the job. We demand a complete shower and hope that you can help get this issue resolved. This is totally unacceptable and very poor business practices.

  

  Business Response

  Date: 08/05/2022

  Good
  afternoon Mr. ********,
  Thank
  you for your message.
  We
  have you on our service schedule this coming Monday, August 8th to
  install the missing drain cover.
  Thank
  you for your patience and we look forward to seeing you next week.

• Initial Complaint

  Date:08/01/2022

  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.

  We looked in to upgrading our bathrooms, shower areas only, and was given a quote by Dreamstyle remodeling to have it done. We started the order in the middle of February, the sales rep told us that it could take up to 10 weeks for our material to come in and that was fine, it took 14 weeks.. I didn't even complain about the $37k quoted to convert a shower tub combo to a double shower in the master AND upgrade shower tub combo in the guest bathroom. When the time came for the project to be underway, the master double shower stone wall was suppose to cover the entire walls from floor to ceiling and it was cut incorrectly leaving 4 inches of blank space to the ceiling. We paid additional money to find and have wall tile installed to supplement this incorrect cut. The project also remained incomplete because the glass doors had to be measured AFTER the rest of the shower work was finished. So another appointment was made to measure for the glass the next week. Needless to say, it took another 4 weeks for the glass doors to arrive and be installed, BUT the doors were cut incorrectly. We waited another 3 weeks for the new doors that were just installed on July 18, 2022. The advertisement for bath remodels is 2 days. I was out of town for a class scheduled by my employer, but this company used a third party finance company to pay them for the work and bill me. The communication between sales, customer service, and the actual installation crew was awful. No one contacted me about my satisfaction with the job. I want Dream Style to stand behind their advertisement and prorate me back the money everyday this project remained incomplete. It is the least they could do! I'm not one to complain, but when you have $37k on the line as consumer, this was a little too much! I pray no one else is taken advantage of.

  

  Business Response

  Date: 08/05/2022

  Good
  afternoon Mrs. ********,
  Thank
  you for your message.
  
  Your
  project coordinator & project manager have reviewed your contract documents
  for your bath remodel projects and while we understand your expectation of a 2
  day install based off the advertisement, the contract does state the install
  time could take 12-14 weeks for completion, plus an additional 14 days for the
  custom glass. The financing terms and agreement were discussed during the time
  of sale. These documents contain your signature and we can provide these
  documents at your request.
  
  We
  know how frustrating manufacturer delays can be and we sincerely apologize
  about the manufacturer defect in sidelight panel for the shower.
  
  We
  show both remodels were completed at the end of July. When we called to hear
  more about your experience, your project coordinator Brittany was unable to
  reach you, which is when she reached out to your husband.
  
  We
  hope you love your new showers and we thank you for your business.

  Customer Answer

  Date: 08/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ****** ********

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:07/28/2022

  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.

  after waiting nearly 6 months to have a shower remodel and a wrap put around the tub they never finished the job. waiting over 30 days to finish the wrap around the tub and no update. multiple calls are not returned. we paid cash for the wrap and it seems they don't care after that.

  

  Business Response

  Date: 08/04/2022

  Good
  afternoon Mr. *****,
  Thank
  you for your message.
  Your
  Project Manager, Nathan F****, has been in touch to schedule your bath service.
  We have you scheduled for Monday, August 8th.
  Please
  call ************ Ext. *** with any questions regarding your project.
  Thank
  you and we look forward to speaking with you soon.