Complaints

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

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  Poulin Design Remodeling, Inc.

  8600 Pan American Fwy NE Albuquerque, NM 87113-1920

  
• 

  Poulin Design Remodeling, Inc.

  1300 Rufina Cir Ste B1 Santa Fe, NM 87507-3586

  

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:07/12/2024

  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.

  On 06/27/2023 I contracted with Poulin to remodeling to my master bathroom. The project started on March 11, 2024 to be completed May 22, 2024. **** **** the job site boss stopped by and I aired some concerns. He concurred with me that there were issues he needed to deal with, that he had spoken to the workers to slow down and do it right. The workers left on May 22 and I noticed errors and damaged items. My vanity lights were damaged so Paulin had to replace them. The vanity new itself was not put together properly and damaged. I had to call the Poulin service line for other issues. They sent ******** out to resolve some of these issues. The most recent and major issue is the shower faucet handle (Moen Product) will not turn past the midway point because the handle is blocked by a shower hose-there is no hot water flowing through the shower. When I showed the Moen distributor in Albuquerque the issue told me the best solution was to cut into the closet wall and repair it from there; there were no extensions in brushed nickel. I called the Moen 880 number and they told me the same thing. ******** came out to inspect on or about June 25 and tried to adjust the hose without success. He said he might have to cut into the closet wall. He said he would check with the Poulin People and me know in couple of days. On June 27 he called me saying he needed to take use or lose vacation and would come by on July 9 and would be here from 8-5 for what I believed that he would be cutting into the wall to fix the problem. He spent some time here and then went to **** ***** ** ***** to pick up an extension kit. They were not in stock so he ordered one. He showed me a photograph of it on his phone. It was the chrome extension I had seen on the **** website. It is my position I do not want chrome mixed in with brushed nickel because that is not what I paid for as noted in the contract. I want the job fixed correctly, that it looks professional and pleasing to the eye.

  

  Business Response

  Date: 07/16/2024

  Hi *******
  
  Thank you for your
  continued feedback. We sincerely apologize for any inconvenience you
  experienced during your remodeling project. We appreciate your patience as our
  Field Manager and ******** worked diligently to address your concerns and
  ensure the quality of our work.
  
  Our Moen
  representative has confirmed that the extension kit is available in only one
  finish. While we encountered some challenges, we believe the final result of
  your bathroom remodel is truly outstanding.
  
  Our team strives
  for excellence, and the Field Manager's visits were part of our commitment to
  ensuring everything met our high standards. We value your input as it helps us
  improve, and we would be happy to discuss any remaining concerns. Your
  satisfaction is important to us, and we hope you are enjoying your beautifully
  remodeled bathroom.
  
  Sincerely,
  *** ******
  Owner

  Customer Answer

  Date: 07/25/2024

  Verbal Update: Issue is resolved and the shower is working.

• Initial Complaint

  Date:09/05/2023

  Type:Customer Service 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.

  I have asked Poulin to install a solar panel system on my roof. I have been told I would not be paying a lot for my electricity. For the past 2 months my *** bill came over $100, and I have been trying to call the company and I have been leaving messages, and I never find anyone available, or I never get a call back. I am wondering if the panels are not producing enough to cover my electricity bill. We get plenty of sun in New Mexico, and I did not see high electricity bills last year.

  

  Business Response

  Date: 09/08/2023

  Hi *******, 

  Please accept our sincerest apologies for the delay
  in our response. Our Solar Consultant has called and discussed the increased
  electric bill with you. The statement indicated that electricity usage has
  increased by three times, which is why the bill was not covered by solar. Thank
  you for your patience and understanding.
  In the months to come, we hope you enjoy seeing
  your meter spinning backwards and powering your lifestyle with the sun!! Please
  let us know if you need anything else.
  

  Sincerely,

  *** ******

  Owner

  Customer Answer

  Date: 09/08/2023

  [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 ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  ******* **** *******

• Initial Complaint

  Date:12/30/2022

  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 contracted with Poulin Design Center to partially remodel two bathrooms. The contract was $30,000. Work began June 20, 2022 and was “completed” in September. I was so dissatisfied with the quality of the work that I wrote a letter in October directly to *** ****** expressing my concerns in detail and included the final payment in good faith that matters would be corrected. On November 11th, “*****”, the ******** ******* made an inspection and assured me things would be corrected and he would would be in touch with me on November 14th. I heard nothing until November 23rd (the day before Thanksgiving) when “*****” left a voicemail asking if they could begin work on Monday the 28th. Returned his call to a voicemail on Friday the 25th. and asked for a list of all the items to be corrected and an estimated time frame. As of today, December 30, 2022 I have not heard back from *****. On December 15th I received a letter from *** ****** informing me that I was a priority status, that ***** had already resolved some issues and work with him directly. On December 25, 2022, after still not hearing from ***** I wrote a letter back to *** ****** expressing overwhelming dissatisfaction and sharing the facts with him. I also related that I would be filing this compliant by the end of the year.

  

  Business Response

  Date: 01/05/2023

  Dear Mr. *******,
  I want to assure you that our team is working diligently to complete the final items for your job. We have been waiting for all the warranty items to arrive in stock before finishing the repair work so it could be done in one visit, per your request. *****, our customer service manager, has also reached out to you via email on 1/3/22 to finish scheduling the repair since all items have now arrived. Your remodel will remain on priority warranty status until the final list is completed.
  Please contact ***** directly regarding your current status and repair scheduling.
  Sincerely,
  *** ******

  Customer Answer

  Date: 01/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Yet another example of ineptness. Yes, i have a response and a scheduled appointment but I’ve been trough this before. So far, all talk no action.
  
  
  
  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: 01/11/2023

  Hi *****,
  
  I am glad to hear that your final job date to finish up warranty work is on January 23, 2023. ***** will continue to be in contact with you on this to complete everything for your job.
  
  Sincerely,
  *** ******

• Initial Complaint

  Date:10/07/2022

  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.

  Had bathroom remodel last December, and began experiencing problems with lights they installed. Technician came out and replaced light switch. This has not solved the problem and I called Customer Service on September 22nd and registered my repair order. On 9/26 a technician Kevin called and asked to come that day. I had a doctor's appointment and could not be available. I did not hear from Poulin again and I called Kevin on 9/30 - no answer. On 10/4 I called Cust Service and they said someone would call me back. No one did. I called again on 10/5 both to Kevin (no answer) and Poulin said someone would call me back. 10/6 I called Poulin again and was told someone would call me back. I cannot get anyone to call me back or give me a time when this can be repaired. The last Customer Service person was ill informed and rude when I kept asking if there was anyone else I could talk to. He said no one else was there.

  

  Business Response

  Date: 11/09/2022

  Please provide the customer information so I can respond to them. 

   

   

  Tom P***** **********

  Customer Answer

  Date: 11/11/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They did not answer the complaint.  BBB may provide my name and identifying information so they may contact me directly.

  
  
  
  
  
  
  Regards,
  
  
  
  ***** ****
  

   

  

  Business Response

  Date: 12/12/2022

  Hi *****,
  I apologize for the missed communication to repair your
  lights with our team. Kevin, our customer service manager, has informed me that
  he took care of your lighting issue with our electrician on the week of October
  10th. Please let me know if there’s anything else you need. Thank
  you for choosing Poulin Design Center for your bathroom remodel.
  Sincerely,
  Tom P*****
  Owner 

  Customer Answer

  Date: 12/13/2022

  
  
  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.
  
  
  
  Regards,
  
  
  
  ***** ****