Complaints

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:08/02/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 have not received our window order from ************ USA of Tulsa (subsidiary of ReHome Remodeling + Construction of Tulsa). The (6) estimated installation/delivery timelines ****** ***** provided have all come and gone with little to no explanation. We placed our order and submitted a $3500 deposit on 12/1/2023 (check cashed on 12/4/2023).In the ~8 months since placing our order, we have received the following estimates for window delivery/installation:11/27/2023 - Per initial email with quote, ***** indicated windows would likely take 4-6 weeks to arrive (order was placed 12/1/2023).1/10/2024 - Per text, ***** indicated that weather was pushing delivery until 1/29.2/9/2024 - Per email, ***** indicated "[the manufacturer] is still playing catch up from storms up north," and the new estimate was the last week of Feb 2024.3/26/2024 - During an in-person encounter at the ReHome storefront, ***** verbally indicated that he had just received a window shipment, and while our order was not included, he was anticipating a second shipment in the next week or two. 4/18/2024 - Per email, ***** "received notification of window shipment on 5/2 with drop date to us on 5/9" and would "tentatively have crew set for that week for install."5/13/2024 - Per email, "Windows were delayed again- I'm working to see if we can expect this week or next? I'll work to have them installed as quickly as I can after receiving."We have not received any further communication since 5/***** the ~8 months since placing our order, ***** never reached out to provide an update on our order unless prompted. We have reached out to cell phone *************) and email ************************************** ReHome *************), and Window Depot *************) on 40+ separate occasions. Calls and texts to ReHome and Window Depot were never answered and never returned.The updates noted above were provided via text or email only after repeated requests for updates and a visit to the storefront.

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In August 2018, we agreed to pay ReHome $16,150.00 in exchange for the following services: replace and install fourteen windows, in addition to multiple other repairs. The Agreement expressly includes a 10-year Warranty to repair or replace improperly sealed windows installed by ReHome. In August 2021, we notified ReHome of fog accumulating inside the windows installed by ReHome. ************** came to our home to examine the windows and Pursuant to the Warranty, measured the defective windows and informed us that ReHome would order replacement windows, but the shipment would take approximately six to eight months due to supply-chain backup. ************** represented to us that replacement windows were ordered on or around 08/18/21.In November 2021, we contacted ReHome for an update on the order and was informed, despite submitting the order three months prior, ReHomes supplier was still waiting for a shipment date. Over a year passed with no further communication ReHome representatives. From December 2022 to January 2023, we made multiple attempts to contact ReHome regarding the order status, but received no response from any company representatives.On 05/19/23, we made another attempt to contact ReHome for an update on the replacement windows that were allegedly ordered in Aug.2021. You finally responded on 5/24/23, apologizing for the [18-month] disconnect and inquiring into available dates to get measurements at our home so ReHome could order glass to replace the defective windows. We were justifiably upset to learn that, despite ReHome's repeated representations, ReHome did not order replacement windows in August 2021. Nevertheless, we immediately informed ReHome we were available on May 30 or June 1 for a ReHome representative to measure our windows for a 2nd time. **************/ReHome did not respond to our 05/24/23 email. We sent another email on 06/07/23 in a second attempt to schedule a date for re-measurements; ReHome did not respond to the email.