Complaints
This profile includes complaints for Dreamstyle Remodeling, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 197 total complaints in the last 3 years.
- 87 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/17/2024
Type: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.
Our 30 K shower developed a stain in the shower pan that cannot be removed and should be covered by warranty. Dreamstyle refuses to call us back after leaving more than 10 messages
Business Response
Date: 12/20/2024
Customer was contacted on 12/19. Project Manager will visit home on 12/23 to inspect and attempt to resolve onsite.Initial Complaint
Date:12/16/2024
Type: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 a walk-in tub with lifetime service warranty in 2022. In mid-November 2024 noticed the door handle separating from tub and door no longer closing rendering the bathtub useless. Contacted the business who opened a case and assigned a rep. On Tuesday, Nov 26 I submitted photos to the rep via text as requested so she could order the part and would send a tech the following Thursday (since that Thursday would have been Thanksgiving Day). Tech came out and took the handle off the tub and left - no service since. Only text messages saying the manufacture is not returning their calls. Tomorrow will be three weeks since I heard from the assigned rep. $18,000 is a lot of money to spend on a tub that now cannot hold water less than 2 years later.Business Response
Date: 12/20/2024
Operations Manager has been in contact with customer; team is actively working on plan for repair/replacement of part and will continue to coordinate with customer.Initial Complaint
Date:12/11/2024
Type: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.
Sir/Ma’am,I would like to thank you for helping me with this issue. I am happy to say Dreamstyle NM has reached out to me with an accepted solution. Please cancel this active complaint.Respectfully,***** ** ****ompensation for wages lost (taking off work 7 days for various plumbers to investigate as well as a reinstall appointment that was a 2-day no-show) and compensation for the aggravation and harmful living conditions since the original install. It has been nearly 2 weeks since agreed reinstall and none of my messages to said Shaun Whitmore has been returned. I will be going through COSTCO—where I hired Dreamstyle through—for a full refund as per COSTCO policies. I am not confident the smell won’t return this summer when it was at it’s most putrid. I am a 100%disabled AF female veteran, single at that, and I feel taken advantage of and dismissed.Business Response
Date: 12/17/2024
Compensation agreement was finalized with the customer on 12/12.Initial Complaint
Date:12/11/2024
Type: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.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau®:
I have reviewed the response made by the business in reference to complaint ID 22667280, and find that this resolution is satisfactory to me.
Regards,
******* ****Business Response
Date: 12/17/2024
Operations team connected with customer. A site visit is scheduled for 12/19 at 10am to review and determine the scope of work, as well as schedule.Initial Complaint
Date:12/05/2024
Type: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 had our shower installed about a year ago. Not sure of the exact date do not have the paperwork with me. We have a 100% guarantee replacement for the shower. The shower floor now has a crack. Contacted ******* ****, and ****** ****** Received a call from ******* **** around August 2024 and he did say that they were going to replace our shower. He received all proper documentation and pictures that he asked for and said that they needed to order the flooring and walls for the shower. They needed to replace our shower completely. It is now December 5, 2024 and have made several calls to ******* ***a, and ****** ***** and they have not returned any call. I was told by ******** from customer service that ****** ***** will return calls promptly. I am still waiting for a call. I am calling in regards to my elderly father ******* ********** I am the point of contact for this job. It is sad that they are willing to take our money but when we need assistance they do not call or help. We also purchased a Pellet stove from Dreamstyle Modeling and the pellet stove is not working properly and they will not come out and look at it. We have been without heat for several days and they DO NOT CARE!
I want to to make a complaint regarding ******* **** *** ****** ****** I demand for a phone call.
I need to speak to them directly. My number has been provided with the customer service. I also called on 11/30/2024 and I was promised by customer service rep ******** that she would call me to see if a follow up call was done. She did not call me to see if they called me like she promised. Promises are made but they are NOT KEPT!!
I NEED someone that is higher than ******* **** to call me back. My name is *** ********* and my phone number is ************. If I do not receive a call I will contact an attorney.
Please do not do business with Dream style Modeling they will not help you.Business Response
Date: 12/09/2024
Operations Manager and Project Manager spoke with the customer's daughter on 12/9. Material is due to arrive 12/31; DSR offered to schedule installation but customer's daughter declined. PM and customer's daughter agreed to schedule when materials come in.Initial Complaint
Date:12/04/2024
Type: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.
Leak in roof and now stained StuccoBusiness Response
Date: 12/06/2024
Installation Team spoke with Customer on 12/6. Company approved payment for repairs and will continue to coordinate with customer to resolve.Initial Complaint
Date:11/20/2024
Type: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 bought 8 windows and a door from them in March of 2020. I've had two broken windows since. The first broken window was from hail damage and that window took about 4 months to be replaced. This last window was broken in May of 2024. It's a different window and it was broken because my husband got too close to the house with the lawn mower. I called immediately. I didn't get someone out here until a couple months later because they kept ignoring my messages. Someone finally came out in August and measured my window. I didn't hear anything back even though I was calling every couple weeks. I finally got a hold of somebody in October that said that my case was closed for some reason and that they were going to reopen it. It's now November and I haven't heard anything back. I called today and the lady at the front desk says that she can't see the notes from other sections so she can't tell me where it is being worked on in the process. This is unacceptable. My window has been broken for 7 months. No one calls me back. My case was closed. And I am supposed to have lifetime warranties on these windows.Business Response
Date: 11/26/2024
This customer was contacted last Friday and is on the schedule.Initial Complaint
Date:11/01/2024
Type: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.
Complaint: ********
I am rejecting this response because:
Until they actually show up and deliver a plan of action. PM is supposed to be here Monday morning to inspect the windows.
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: 11/12/2024
Project Manager will be contacting today - he was out of officeCustomer Answer
Date: 11/14/2024
Complaint: ********
I am rejecting this response because:
we have a scheduled visit from the project manager. Until I see action from his review I cannot accept their response. Nothing has happened to fix the problem. We will see if they have a satisfactory plan following his appointment on Monday the 18th.
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]Customer Answer
Date: 11/19/2024
Complaint: ********
I am rejecting this response because:
Met with Dreamstyle representative. He concluded the window in question must be replaced under warranty. He promised an action plan in the next week or so. We won’t be satisfied until we see action on the part of Dreamstyle.
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: 11/26/2024
Our PM in Phoenix reached out to the customer to follow up. He was just there this week on Monday 11/18 when they came up with this action plan. He told the customer he would follow up in 1 week.Customer Answer
Date: 12/02/2024
Complaint: ********
I am rejecting this response because:
I will not be satisfied with Dreamstyle response Until the window is satisfactorily replaced. It is supposed to be on order now but we do not have a scheduled delivery and installation date.
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: 12/04/2024
The window was ordered on 12/3. On 12/4, it was placed on inventory hold by the manufacturer. They are estimating delivery in late December, but subject to change. As soon as Dreamstyle receives an updated delivery date, the Project Manager will reach out to customer to schedule an installation date.Customer Answer
Date: 12/05/2024
Complaint: ********
I am rejecting this response because:
As I have repeatedly stated, we will not be satisfied until the replacement window is delivered and installed. We are happy we are making progress and that Dreamstyle is communicating their progress. Closure will happen when they deliver the product.
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:10/29/2024
Type: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.
Complaint: ********
I am rejecting this response because:
Dreamstyle has made contact with my mother, ******* ****** (name on contract) and I, however the repairs have still not been completed.They have come out to take a look at the damage, but nothing has been scheduled as far as making any repairs. We still are waiting to hear back from somebody.
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: 11/06/2024
Name on contract is different than who has made complaint - I gave info to Project Manager of point of contact and he will be reaching out with resolution.Business Response
Date: 11/13/2024
The project manager has been in contact with the customer on the client (not the one who has made the compliant, but the mother is on contract) and informed them of steps/solutions.Customer Answer
Date: 11/15/2024
Complaint: ********
I am rejecting this response because:
Since the site visit, there has been no contact by Dreamstyle regarding how or when the warranty work will be done. My mother was told that since her home is made of adobe, the entire house will need to be re-stuccoed using traditional stucco.
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: 11/19/2024
We met with this customer on 11/4. She wants to hold off on the work until it is warmer.
There is more to this case, the daughter was not involved in some conversations that we had with the homeowner. We should be good on this one now. I'll make sure we communicate with them until the work is done.The homeowner is not the one who made this complaint - the project manager has been in talks with the homeowner in good spirits.
Customer Answer
Date: 11/20/2024
Complaint: ********
I am rejecting this response because:
The warranty work has been scheduled for April 2025. This complaint will not be considered resolved until this work is completed.
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:10/24/2024
Type: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.
• 02/07/24 – Signed contract with Costco-Dreamstyle for “one-day” small shower remodel
• First scheduled installation: around week of 25 March 2024
• Rescheduled to 20-21 March; needed to change work travel, take off work
• Rescheduled to 21-22 March; changes to my work schedule, take off work
• Final inspection 24 April 2024
• Major leak into basement 10 June 2024, destroying treadmill, work and legal papers, damaging one-of-a kind wedding, baby books
• Leak inspected by ******* at Dreamstyle 13 June 2024; he reported improperly sealed O-ring in drain
• Leak repaired, but took nearly 2 weeks to repair the ceiling
• Near monthly requests for compensation, with promises and more promises
• 24 October 2024 – still no communication regarding compensationBusiness Response
Date: 10/31/2024
Manager, **** has been in communication with this customer and continuing communication to resolve as of 10/31. Name on contract is not the name who filed complaint.
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