Complaints

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

close

Find a Location

ImproveIt Home Remodeling, Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ImproveIt Home Remodeling, Inc.

  4580 Bridgeway Ave Ste B Columbus, OH 43219-1897

  
• 

  Improveit Home Remodeling

  110 Citizens Blvd Simpsonville, KY 40067

  
• 

  ImproveIt! Home Remodeling, Inc.

  8930 Global Way West Chester, OH 45069

  
• 

  Improveit! Home Remodeling

  7200 Poe Ave Suite 102 Dayton, OH 45414

  

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:09/07/2024

  Type:Service or Repair 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.

  Improveit did a bathroom remodel in shower floor and vanity. After removing the old vanity there was problem with wall behind the old vanity the installer informed their supervisor of the problem. I call the company informed them of the problem with that and broken tile on the other side. The company said that they would send out a person to take measurements and find a solution for the problem.The gentleman came out and took measurements and was going to talk with the company about the problem. I have not heard back from the company I sent a text to the number that I have been called from and text from. I havent received a callback or any other communication. I was told by the sales representative that if the found any problems that it would be addressed by the company during the installation. This isnt about the installers they did their job and even informed the company of the problem they did a excellent job my problem is with the company not taking care of a problem that was created by the install. I even told the sales representative that this home was built in 1958 and modern products are a change to match up with it. I spent a lot money on this renovation and cant move forward to finish this project without this being resolved. I would either have them finish the job or refund some of the money so I can hire someone else to finish the job

  

  Business Response

  Date: 09/13/2024

  Thank you for taking the time to share your concerns and for continuing to work with us as we move forward with your project. We look forward to hearing from you regarding the solutions offered so we can order the correct materials and complete the project to your satisfaction.

• Initial Complaint

  Date:09/07/2024

  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.

  June 11 I scheduled for July 18, between 12-4 PM. They had problems getting broken window out. When they went to set the new replacement window, upon inspection and measuring determined new window was too big. They ended up cracking the new replacement window while trying to install it. They started measuring to double check measurements and decided to have the next window built 1/16 smaller to stop this from happening again. I suggested they put the original window back in they were hesitant (afraid of it breaking, but agreed. Now approx 6-7 PM they filled out the **** report they do for the work and I asked to have someone call me over this as I had questions/concerns,waited 3 days. I started calling, texting, messaging through website to have a manager call me. Always "we will get back to you in 24 hours". When I did talk to a human was told they couldn't help me, no managers available, but would transfer to someone else which always went to VM. When the call came (approx 2 weeks later) to schedule 2nd new window for Sept 5, and was told I may have to pay labor fee again, I asked her to have a manager call me. NOTHING. Friday Aug 30 sent text, NO RESPONSE. Wed Sept 4, multiple calls, text, website. I am IRATE at this point. Call from *******, who told me I was being disrespectful. Ask for a complaint ************* *** calls, I explain all this and ask what can be done about MY time for their mistakes and he is dismissive and said there is nothing he can do. Sept 5, new window TOO BIG AGAIN, and broke the original window this time. I called *** who said he couldn't do anything at that time but would start making calls in the morning. Now I have to take off more work time. I personally will have approx 11 hours in something that should have taken 1 hour, and have been dismissed by the company through the whole process. As of now have no date of when new window will be installed. Mission statement of company is being missed it seems.

  

  Business Response

  Date: 09/17/2024

  Thank you for taking the time to share your concerns and for your patience as we work to resolve the issues. Our team is looking forward to completing your service on Wednesday, September 18.

  Customer Answer

  Date: 09/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 22253941
  
  
  
  I am rejecting this response because: Complaint not about window. 14 weeks. 2 failed attempts to install a new window. to get a warranty window replaced in 1.5 hours. 13 hours of missed work. 4 hours of personal time (not including calls, texts, E-mails). 6 weeks of calls, voicemails, texts, E-mails NOT being returned, even when I spoke to human voices who said they couldn't help me but would pass it on. Had to make BBB complaint to get customer service to call. GM called to cancel on the day of the third attempt which sent me into a screaming, foul tirade, which he responded in kind. Set up new date a week later. Seems the only concern was getting rid of BBB complaint. NO URGENCY to the customer. Read the Mission statement and see which of the missions fit my story.

  Could not reach an agreement to "make it right". 

   Its not about the window!

  
  
  Regards,
  
  
  
  Gary Hall

  Customer Answer

  Date: 10/11/2024

  This complaint can be removed as we have reached a satisfactory agreement. The company will continue to strive toward keeping my trust as a customer. 

   

• Initial Complaint

  Date:09/02/2024

  Type:Order 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 signed the contract on July 20. I requested an itemized breakdown of costs on August 6, with the assurance of a prompt response. Despite several follow-ups, I did not receive the breakdown until August 16, which contained an error: an unnecessary third wall. I raised this issue that evening and was told it would be corrected and returned.Over the next few days, I continued to make inquiries and was promised call-backs at specific times, but none were received. I eventually got the revised itemized breakdown on August 26, which had the third wall removed, but the prices for line items 4-10 and ***** had increased, keeping the total unchanged. I addressed these concerns that evening but have yet to receive a response.I had an appointment scheduled for August 30 at 11 a.m. to discuss these concerns. I called at 9 a.m. to confirm, only to be informed that the technician was booked elsewhere by the main office. I now have a new appointment set for September 6 at 10 am, although that has not been confirmed.Furthermore, when the technician came to measure the bathroom, he only measured the window and initially overlooked the shower, which is also being replaced. After I pointed this out, he corrected his measurements. Although this was a minor mistake, coupled with the other issues, I have lost confidence in this company. I asked Improvit! to cancel, but I was told that I could not. I would like to cancel the contract and request a refund of the $285 deposit, though I understand if it is non-refundable.

  

  Business Response

  Date: 09/09/2024

  Thanks very much for reaching out and sharing your concerns. We appreciate you taking the time to connect with our sales director and keep the lines of communication open and are looking forward to continuing the conversation and next steps. Thank you.

  Customer Answer

  Date: 09/18/2024

  ***** ***** <**************************>
  3:35 PM (13 minutes ago)
  to Better
  
  Dear BBB,
  
  Please do not close this case. I reject the offer. Their response did not provide a solution to my problem. Their response was "Thanks very much for reaching out and sharing your concerns. We appreciate you taking the time to connect with our sales director and keep the lines of communication open and are looking forward to continuing the conversation and next steps. I did take the time to connect with their sales director, and we are still discussing a solution, but I Reject Business Response:  I am indicating that I do not consider complaint #******** resolved. 
  
  Thank you,
  
  ******* *****
  **************

  

  Business Response

  Date: 09/26/2024

  Thank you again for your response and communication. Our We recognize the work has not been completed yet; our previous response was made in good faith as part of required BBB processes and Improveit best practices to ensure that all parties involved are aware that your project is being given attention and continuing to move forward. To that end, we're pleased to have your project on the schedule beginning October 16 and look forward to resolving your concerns.

  Customer Answer

  Date: 09/27/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ***** **

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair 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.

  They sold me whole kitchen cabinet refacing and quartz countertops for $36,000 to be financed with *********************** The salesman, ******************* told me they didn't use sub contractors that all work is done by company except they sub out countertops with American Granite. However, there were a lot of sub contractors here. I have a lot of complaints with the salesman and the company, like not returning my calls until I contacted the president of the company, as well as several other issues, but with character limits Ill list the most compelling and the issues that need immediate attention. As you can see by the pictures I uploaded the countertops and the installation are a complete mess. The countertops for some reason were made partially flat on the corners, whereas they are supposed to be bull nose shape all around. I want new countertops and for them to be installed correctly. The new stainless steel sink has a defective discoloration on it and one cabinet door has a small cut in it. On two end cabinets they didn't put cornices on top like my old ones had. I contacted the service company for they said they would be billing me in a week. I told them job was not complete and I would not be paying until it is fully completed. They are looking into it. I was mislead on the contract which I felt pressured to sign as it was displayed on ****'s tablet which was difficult to read the several pages in small font. I didn't see the part about having to sign off that the job was completed when only 80% was done, before countertops were even installed. They gave me $7000 check to hold until countertops were completed. As I stated, I expect a replacement of the defective countertops and stainless sink and cabinet door as well as, two missing top cornices installed.Thank You *************************** ************

  

  Business Response

  Date: 08/30/2024

  Thank you very much for sharing your concerns and for keeping the lines of communication open with us during this process. We're pleased to have connected with you this week about our plan to move forward and resolve the issues, which will include replacing the countertop and addressing your other concerns. We have also shared your comments with our sales team so we can ensure all team members are up to date on expectations for communication. Thank you again for giving us the opportunity to make this right. We look forward to completing your project.

• Initial Complaint

  Date:08/15/2024

  Type:Order 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.

  Not All windows were removed as we agreed too, Remove all the windows in the 130 inch x 52 inch space. Was not completed . They only replaced our middle window. I want adjustment made to our loan. I called mutable times not getting any call backs. I want The price adjusted. We only received the middle window.

  

  Business Response

  Date: 11/12/2024

  Hello, and thank you again for giving us the opportunity to resolve your concerns. Our team was happy to have your installer return at the end of October to replace windows that were left out of the original installation and ensure your full project was completed as expected. We're pleased to hear from the installer that the work was completed to your satisfaction. Your lifetime warranty is fully intact and we look forward to hearing from you for any service needs or questions down the road.

  Customer Answer

  Date: 11/15/2024

  I accept the business's response to resolve this complaint.
  
  Thank you for working out the issue with the missing windows. Turned out very nice.
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair 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 hired this company to install new windows throughout my house (16k, but 20k in total with financing). 7/23/2024 was the date the crew came to install. They chain smoked during the entire time my windows were removed in my living. This left my couches ruined with cigarette smoke. I have cleaned them with no luck of getting the smell out. The company will only have some clean them which I have already done. They will not do anything else. After installation I was handed the completion paper to sign without allowing me to do a walk through. the person in charge would also not let me speak to the manager alone to address my concerns with the installation. There was broken glass, nails, cigarette butts and sharp cut aluminum left all over the outside of my house and inside my house. The upstairs windows looked unlevel and there is caulking all over with large openings that water can get into and destroy the new windows and frame. The crew damaged my front porch, caused massive paint damage to the outside of my house and broke window protectors to my basement windows that they were not even replacing. I was left to clean up the mess while the crew got in their truck and drove away. I contacted the company to have someone come look at my concerns. On 7/31/2024 the manager (who was very nice and understanding) came to my home. the manager stated that the windows upstairs needed taken out and reinstalled and majority of the caulking of all the other windows needed removed and redone and leveled. I also gave the manager the large metal cutting shears the crew left on my 4 y/o sons play table He stated he would contact me soon with a date for the repairs. I have yet to hear from them. I was told on 8/5/2024 when i reached out again I would hear from them within 24hrs to schedule and still have yet to hear from them. I have security camera throughout my house to prove my statements as well. The manager took pictures of nails, glass, aluminum and damage as well.

  

  Business Response

  Date: 08/30/2024

  Thank you for taking the time to share your experience for giving us the opportunity to make it right. This certainly does not represent the type of remodeling experience that we promise, and we have taken your comments back to the appropriate teams to ensure this does not happen again. Thank you for keeping the lines of communication open with us while we've worked to correct the issues left behind from your installation, including scheduling an upholstery cleaning service to take care of the cigarette smell. We appreciate you choosing Improveit for your window replacement and look forward to fulfilling any needs going forward under your lifetime warranty.

  

  Business Response

  Date: 09/20/2024

  We've been in touch with the homeowner since finishing her services and were pleased to hear that the furniture cleaning was able to remove the smoke smell and that everything is complete and the homeowner is satisfied. Thank you!

  Customer Answer

  Date: 10/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22105453
  
  I am rejecting this response because: I never said I was satisfied. The only reason the company reached out to me after was to ask me to take down my complaint. Multiple windows already have broken pieces making them hard to close due to the repair. 
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 10/29/2024

  Hello and thank you for sharing those details. We're surprised to here this as we do not have any additional concerns or service requests from you in our records. Our Director of Operations has reached out to learn more about the new issue with your windows, but we have not heard back despite leaving several messages. Your lifetime warranty is fully intact, and any necessary repairs to your windows will come at no cost to you. We recognize that your experience up to this point has not been up to our 5-star standards, but we do stand by our warranty and want to make sure your final product is installed and working properly for you. Please reach us at the information provided as soon as possible so we can get those services underway.

• Initial Complaint

  Date:06/19/2024

  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 agreed on kitchen remodel and signed loan document 3-20-24 Cabinet fronts and drawer replacement started 5-6-24 Island constructed appx. 5 days.After completion of these items Improveit notified the loan company of job completion and were paid.Countertop company came out and measured ***************** came to install countertops but only 2 of the 3 were correct. As of today 6-19-24 I have no sink installed, can't use dishwasher, and Improveit will not return calls. **** and ****.I've have already had to make a loan payment and the job is not complete.

  

  Business Response

  Date: 06/21/2024

  Thank you for bringing this issue to our attention. This situation falls below our standards of both production and communication, and we appreciate the opportunity to make it right. Our customer service team was pleased to speak with you and schedule a visit for Friday, June ******************************************************************* the right direction. We look forward to seeing you then.

  

  Business Response

  Date: 07/02/2024

  Our team has coordinated with our countertop fabricator to create and install a seamless countertop for the customer. She has expressed to us that she is satisfied with this resolution.

• Initial Complaint

  Date:03/22/2024

  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.

  ImproveIt started the work on the bathroom 1-26-24. They had me sign the contract & wanted me to rate them right then before they started the project. They wanted to send in a 3rd party & I didn't want a 3rd party but they sent one in anyway. The floor guy they sent me screwed up the floor.
  The electric was not done right by the sink then sent a jason out to redo the electrical by the sink.
  I had to buy the insulation. The stapled the electric wire to the stud. Jason fixed it. My son had to install the vinyl planks. My Son-in-law put the vainty in & Jason was to put the Plumbing in faucets they were rusty & I told him I did not want them . He said the parts was missing he left & never came
  knobs on the sink. This morning he texted & &faucet I have them a $20 dep to ImproveIT & the 3rd party $200 I want contacted by the business to get job completed.

  

  Business Response

  Date: 04/01/2024

  Thank you very much for reaching out to us about these issues. We rarely involve third-party installers on our projects, and were disappointed to hear that the companies that worked in your home did not uphold the standards of a 5-star experience that we promise. We're happy to have been able to facilitate the necessary repairs and corrections, and appreciate you taking the time to stay in touch with us regarding the progress and resolution of your project. Per our most recent conversations, we're happy to hear you're pleased with the final results and are enjoying your new bathroom. Please don't hesitate to reach out with any additional questions or concerns.

  Customer Answer

  Date: 04/17/2024

  THANK YOU for all your help. Improveit came back out and fixed everything after 2 months of her waiting.

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair 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.

  Really bad work. Broke out sewer vent lines then covered it up. lost kitchen ceiling two different times. Stopped up main sewer line with tub pieces. Roto Rooter $441.00 didn't connect cold water lines another flood. Human waste all over 2nd floor bathroom and 1st floor kitchen twice. No licensed plumber on sight or building permit. Used Shop Vac on lead dust. 3 days took 3 mo.

  

  Business Response

  Date: 09/13/2023

  Hello, and thank you for reaching out with these concerns. Please accept our apologies for this experience, which falls far below our standards, and thank you for the opportunity to make it right. We have already reached out to the installer on your project for retraining, and have escalated this issue within our operations department. We are eager to move forward and correct these issues, and have reached out by phone and email several times since Sept. 6 to coordinate a time for our team to visit your home, assess the situation, and develop a plan. So far, we've been unable to reach you, but we stand ready to help as soon as we hear back from you. Please reach out to us at the contact information provided in our messages at your earliest convenience. Thank you again for giving us the opportunity to make this right.

• Initial Complaint

  Date:08/01/2023

  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.

  I hired Improveit to install a walk in shower, after the sales rep finished his sales pitch. The sales rep told me that if the installers cause damage or problems during the install that the company would be responsible to repair it or pay to have it fixed. The installers caused a leak from a pipe and couldn't get it to stop after admittingly using pliers to turn the valve. After they showed me the leak they said "sorry" and walked away and I had to pay a 500.00 plumbing bill to a local plumber to fix it. The company asked for photos and the invoice which I supplied and they admitted on the phone the installer shouldn't have tried to use pliers to turn the valve due to corrosion. I explained that my husband had told the company to shut the water off under the house as all the valves had been recently replaced so there wouldn't be any issues but they didn't do that. It has been 4 weeks now and they won't answer calls nor return any voice messages or text messages. I contacted the sales rep and told him of the dispute and he said we should be made whole and said he would look into it but he has not returned calls for follow up on our complaint either. We paid over $13,500.00 and hired them based off their products and what the sales rep had said. I want the company to reimburse me for the $500.00 plumbing bill that they created.

  

  Business Response

  Date: 08/10/2023

  Thank you for taking the time to reach out and share your experience so we could take measures to correct it. Our team was happy to cover the cost of the plumbing repair, and we have taken steps to retrain the installer. Please accept our apologies for the error an inconvenience, and thank you again for giving us the opportunity to make it right. 
  
  Sincerely,
  Seth C******** *****
  

  Customer Answer

  Date: 08/16/2023

  I accept the business's response to resolve this complaint as they advised they will be sending a refund of 500.00. I haven't received the check yet but trust that they will complete the process as they have stated.
  
  Regards,
  
  
  
  ***** ********