Complaints

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

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• 

  The Remodeling Authority, LLC

  1041 Bern Rd Wyomissing, PA 19610-2009

  
• 

  The Remodeling Authority, LLC

  4607 Library Road, Suite 220-1008 Bethel Park, PA 15102-6902

• 

  The Remodeling Authority, LLC

  1041 Bern Rd Wyomissing, PA 19610-2009

  
• 

  The Remodeling Authority, LLC

  202 Museum Road Reading, PA 19607-1868

  

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:05/21/2025

  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 reached out the remodeling authority when my roof started leaking into my sons room. The first rep ******* never came out for 3 days. When he finally came out he never went onto the roof he just walked around the yard never went onto the roof. Then we never heard back from him. I contacted the company number and I was contacted by ****** Sales Manager. ****** came out checked the roof personally and put a small strip of tarp over the hole in the roof. Before leaving ****** assured me we would have no problems getting financing even after I told him we went through a hardship with our credit. At first all was well then the communication with the company and ****** came to a halt. My roof still leaking into my sons room. We shouldve had the whole roof tarp but they only put a small strip over the hole. The insurance came out lifted the tarp and none ever fixed the tarp. I informed the remodeling authority and the said they would come out and fix it never did. For a month I tried to reach out to the company about my roof the fact that I received no contract and everyone stopped answering my calls.For two weeks we had terrible rain and bad weather. The roof continued to get worst. Finally I tried calling every number I could find for this company, And reached an office that connected me to **** The owner of the company. He was apologetic and assured me he would mail out the contract hurry to get the paperwork done and get me on with **** from financial. That filling day I got one email stating I was not approved I offered to pay out of pocket to get the work done because my kids are the ones suffering. He said he would put the numbers together and never got back to me. From what start April 1st my my home still has a heavy leak. I called to file a complaint to the company and was cursed at by ****, told I wasnt a real customer that I was a bad father for waiting so long to go find someone else to fix my roof and then told its not my fault your in need.

  

  Business Response

  Date: 05/27/2025

  We appreciate the opportunity to respond to Stephons complaint and clarify the timeline of events and actions taken by our company.
  
  
  
  Initial Contact & Inspection:
  ******* contacted us in early April after observing our crews performing storm restoration work in his neighborhood. He reported an active leak in his roof, specifically affecting his sons bedroom. Our representative, *******, was scheduled and visited the property within a few days. Due to the extent of visible damage and associated safety risks, he did not walk the roof and advised ******* to file a claim with his homeowners insurancewhich Stephon proceeded to do.
  
  
  
  Insurance Interaction & Emergency Tarp:
  Our Sales Manager, ******, followed up in person shortly thereafter. He installed a temporary tarpfree of chargeto help mitigate further interior damage. As a courtesy, he also attended the onsite meeting with ****************** adjuster. The insurance carrier denied the claim, stating the damage was due to long-term neglect, not storm-related activity.
  We advocated for ******* and pushed for a reinspection. ****** again met the adjuster on-site. After reviewing the rotted wood and overall condition of the roof, the carrier reaffirmed the denial, concluding the leak had been ongoing for several years prior to our involvement.
  
  
  
  Financing Efforts:
  Although the claim was denied, we made an exception and offered to replace Stephons roof at cost, in light of the leaks urgent location in his sons bedroom. A formal quote was sent, and ******* was referred to our finance department. Our lender submitted multiple applications on ******* and his wifes behalf; unfortunately, all were declined due to their credit profile.
  We informed ******* that, with additional documentation, we could explore other potential solutionssuch as refinancing or credit repair options. However, he did not provide the requested documents and never signed a contract, despite it being sent on multiple occasions.
  
  
  
  Owner Involvement & Communication:
  Once concerns escalated, our owner, **** ********, personally called ******* multiple times in an effort to assist. These conversations were initially positiveStephon expressed appreciation, and **** reiterated that we were still willing to complete the work at cost, pending financing or an alternative payment method.
  When financing was ultimately denied again, ******* requested an internal payment plan. We explained that we do not offer in-house financing. Unfortunately, following this, the tone of communication shifted, and ******* began making slanderous and threatening statements toward our staff and owner.
  
  
  
  Allegations of Verbal Abuse & Threats:
  We unequivocally deny any allegation that **** or any representative of The Remodeling Authority used profanity, made disparaging remarks, or acted unprofessionally. In fact, despite being on the receiving end of harassing messages and explicit threats, we remained professional throughout.
  **** received a series of hostile texts, including a photo ******* sent of himself accompanied by the message: Now I know who you are. Ill have someone get in touch with you. We interpreted this as a threat of potential violence and have documented it accordingly.
  Despite this, our team still offered to fully tarp the roof free of charge, in a final attempt to help a family in need and turn ******** frustrations into a positive.  But once again it was a gesture that was declined and met with further threats.
  
  
  
  Summary:
  The Remodeling Authority made substantial and repeated efforts to assist ******* and his family, including:
  Emergency tarp installation at no cost
  
  
  Multiple site visits and professional representation with ******** insurance carrier, free of charge 
  Direct communication with management 
  Support during the insurance claim process
  
  
  A discounted full roof replacement offer
  
  
  Multiple financing attempts through third-party lenders
  
  
  Continued outreach despite no signed contract
  
  
  Personal involvement from company ownership
  
  
  Despite these efforts, we cannot be held responsible for the outcome of insurance claims, lender decisions, or delays caused by missing documents and unsigned agreements.
  We remain committed to helping homeowners in needbut only within the boundaries of professionalism, safety, and mutual respect.
  **** ********
  Owner, The Remodeling Authority

• Initial Complaint

  Date:11/16/2024

  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 initially connected with the company through ********* to install an egress window in the basement, and another 2 small windows. Their project manager, **** S, came to assess the project. The date was about 06/15 I paid $5,500 for the windows, with the understanding that I will have a legal egress window and the work would be completed within two weeks.After two weeks passed with no updates, I reached out to ask about the status. They repeatedly ignored me, and when they finally responded, they claimed there was a delay due to material availability. Despite numerous calls, pleading, and follow-ups, they didnt start the installation until nearly four months later.When the work was finally done, I discovered they had not followed PA code, and the egress window was improperly installed and failed in inspection. Since thenmore than a year agoIve been chasing them to fix the issues. they come to check but then again, they dissappear. Not respecting warranty or talking responsibility. The quality of their work was poor, and theyve failed to take responsibility for their mistakes.

  

  Business Response

  Date: 01/06/2025

  Av,
  
  Unfortunately we are at the mercy of the manufacturer of the windows as far as time frame of installation.  I apologize it took longer than expected.  Although, One of the significant delays was that you live out of state and this was a rental property.  It was difficult to schedule for final measurements before production with your tenant and property manager, thus causing delays in the manufacturing process.
  
  We have had this discussion multiple times on the phone.  You ordered an egress style replacement window.  Meaning the window was replacing a window that you have with an existing size opening.
  
  You did not contract us to cut the existing opening bigger, you simply ordered a replacement window for that opening. 
  
  You did not seem to have any issues with our work until you had a rental occupancy inspection.  In fact, the day we completed the windows, you signed a satisfaction and completion certificate stating that you were happy and 100% satisfied with our work.
  
  Upon your yearly rental inspection the township informed you that you cannot count the dungeon room in the basement as a bedroom because the window that we replaced was over 36 inches off of the ground.  Again this window and opening was already existing.  You contracted us to replace the old wooden window with a new vinyl window, Not to cut the block wall to make the window bigger.
  
  Now because you cant call that basement window a bedroom to maximize  your rents. You are trying to place the blame on us by saying we didnt follow codes and attempting to say that you were unhappy with the workmanship (when you signed a completion and satisfaction certificate)  
  

  You ordered a replacement window for an existing opening . You did not contract us to cut a bigger window into a block wall, reframe and install a new window.
  
  We have been in contact several times.  Our installation manager was out several times.  We even priced out other windows in the house that you wanted to replace!! We offered to cut the egress opening/window at cost for you considering you were going to order more windows for the rest of the house. 
  
  It seems like you are going around to multiple site to post negative information to try to take advantage of us.  For reference, I have included a copy of your completion & satisfaction certificate, a guide to basement style windows and what the Pennsylvania code is for egress (it seems the height of your window is within range - you are dealing with a local codes issue, possibly even a rental codes issue considering the location of what you are trying to call a bedroom 
  
  We always look to be of service, if there is an opportunity we can help you and not make a dollar off of the job, we will.  But it is unfair of you attempting to take advantage of us because you are upset about your rental inspection. 

• Initial Complaint

  Date:03/01/2024

  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.

  It's been 3 months gave a deposit of ****** never heard from you again about the rest of the deposit or about any start date I would just like to have my deposit back I'm no longer interested in the shower replacement

  

  Business Response

  Date: 03/05/2024

  We are sorry to hear this news.  As per your contract you put a $250 deposit as a down payment on the project  on 12/13.  A balance of $750 is due the day we start.  The remaining balance is approved for finance (which gets released upon completion of the project)   

  After receiving your order we immediately did a site inspection to obtain final measurements and ordered all the materials.  We received your custom materials on 1/26.  Materials are currently in our warehouse.  We are currently running about a 6 week installation backlog as previously discussed.

  Our system shows multiple points of contact with our production manager **** (on 1/3/24, 1/29/24 & 2/14/24)  to let you know your estimated installation date is mid March 2024.

  Your design representative ******* also has contacts logged on 12/13/24 and 2/12/24.   

  In addition there are multiple automated messages that have been sent via email and text every-time there is an update with your order.

  We have also never received a phone call, text message or email from you in reference to this issue. 

  With that in mind, We already called you and left a message to speak with you before writing this response.  We left a voicemail.  We understand that it can be frustrating, especially when dealing with a Custom bathroom product.  But please rest assured, you are 100% on our radar and are coming up for installation within the next few weeks.  Please return our call at your earliest convenience. 
  
  Sincerely 

  TRA Management 

• Initial Complaint

  Date:05/24/2023

  Type:Product 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.

  Transaction date: 03.22.2023 The quote was $2500 and made a downpayment of $1000.Service related was a window replacement. I was only looking to replace a shattered window but it was proposed a full window replacement with a different style. Next day from setting this order I was told by neighbor that there was a window package sold by a place near by and would be cheaper and without changing the window style. As on the way to sell the house, keeping the style was important. After placing my order on the new window package at another place, I requested on 03.28 the cancelation of my order. They told me that i would incur in a $400 penalty so i would only be reimbursed $600. Not fully happy about that but accepted the condition. The problem since then is that week after week they have told me that reimbursement check in on the way, but so far i have not received anything. Tired of calling and messaging and getting same answer. Do not know if this is normal practice for this business where in fact i got word from the owner that my check would be sent right away more than a week ago. So really frustrated with this.Attended by Project Manager : ***************************, ******** and supposed owner *************************

  Customer Answer

  Date: 06/26/2023

  Hello,

  Finally, I was able to get my reimbursement after several attempts, so can say at this point, that this claim can be closed.

  Thanks,

  ***************************