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: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.

  Renew were hired to reface our kitchen cabinetry. They agreed to first prep our cabinet frames by resurfacing & painting them to a factory new finish and then install brand new cabinet doors/ draw fronts. We never got past the prepping phase as they ruined our entire cabinetry attempting to resurface them. On 9/22/24 a man named ***** arrived in a personal vehicle and began sanding our cabinetry using an orbital sander leaving the surface uneven and distorted. He attempted to fix his mistakes by using heavy amounts of bondo that could be seen through the paint, while getting overspray throughout our home and appliances. All of our brand new cabinet s doors/draw fronts arrived damaged with scratches, score marks & paint runs. They were scattered all over the backseat of his car. These were new doors we were expected to pay $7,000 for that were now in need of repair. My husband and I contacted **** who became combative screaming I want my money with no concern for quality or for us. He stated ***** would repair and repaint the damaged doors and install them on Sunday. We requested our deposit back. I then woke up to a variety of unprofessional, insulting text messages with threats of a mechanicss lien if he did not receive his money. Our cabinetry was so heavily damaged Its now sitting in a dumpster in our driveway. We received a demand letter by ******* ***** aka ******* ****** for $4774.30 which we immediately disputed in writing. Without any further notice we learned we had a lien on our home for $4,774.30 for work that wasnt performed, and for material we never received. Not a single door, draw or hinge was installed. Theyre in full possession of all their cabinet doors/drawer fronts. The damage to our cabinetry was irreversible leaving no option than to rip out our cabinets by demoing our counter and tiled backsplash. ******* ***** aka ******* ****** also Concealed his violent extensive criminal history from me that I have just now discovered.

  Customer Answer

  Date: 11/26/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 12/04/2024

  We understand this is the 3rd time you've submitted a complaint, with the first being through ****** and the licensing board. We previously responded, addressing that the client claimed they did not receive the promised quality of work.The work was not completed because the client requested us to stop and did not want us back in their home despite our offers to finish the project.

  Regarding the payment for services not rendered, this is incorrect. The remaining balance is $5,256.60, and we requested $4,774.30, reflecting the work completed before being asked to stop.
  The claim about the "family friend" who paid the deposit and was not present is true, albeit unusual. Family friend was not there to review the work order, which may have contributed to the confusion.
  The frames were refinished, but their completion was delayed by the client's interference, such as removing protective plastic and accessing the kitchen, which caused additional work, and over spray to not be contained.
  Daevon is a dedicated professional and submitted some complaints to the company. Additionally, we do not condone any form of racism or discrimination.
  The client mentioned overspray issues. Some overspray is expected when refinishing cabinetry, as explained in our homeowner orientation sheet. We have procedures to address and correct this.
  The doors and drawers are brand new, although they may require touch-**** after we refinish them, with our 7 step process, which we agree to perform, as on every job. Factory sprayed doors were never promised. They tend to come defected, and not properly refinished.
  Regarding our return to complete the work, it is true that we reached out multiple times to finalize and resolve outstanding concerns. we take pride in our work and are always willing to address any issues.
  We invested over $4,000 into the work, with the understanding that it would be paid upon completion. We made every effort to reach an agreement to finish the job, but the client did not cooperate with legal contract.
  Attached are pictures of written pages from Daevon explaining his experience, a response to the alleged complaints, pictures of texts and conversations about the work, and a copy of the signed homeowner orientation sheet.
  The project remains incomplete because the homeowner is not allowing us to finish and has interfered with our work. We still have the custom-made doors and drawers for their kitchen, which need to be paid for and cannot be reused elsewhere. We are ready and willing to complete the project and address any issues.
  Despite the personal issues and the situation with our former employee, we are still offering to complete the job to ensure everyone's satisfaction. However, the client has not responded.
  As the licensing board has determined that we are not at fault and has decided no further investigation is needed, they have advised us to address the matter through legal channels. We regret having to take this route, as our primary goal is to resolve any issues and ensure your satisfaction with the work on your frames and new doors.
  Unfortunately, ****** has resigned due to the situation and the treatment he experienced. While we acknowledge that mistakes can happen, we take pride in addressing and correcting any issues promptly and going above and beyond for our customers.
  We understand that you are upset, but we are not going to find fault with our general manager, who has significantly improved his life over the past ten years. He is highly respected by both our team and the many customers he has served, as reflected in over 200 positive reviews and thousands of satisfied clients.
  The only aspect we regret and are ashamed about, is that we were unable to complete your kitchen project due to restrictions on our ability to finish the work. Our goal has always been to make our customers happy, and we apologize for not being able to achieve that in this instance.

  Customer Answer

  Date: 12/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Response to Business
  
  I am deeply appalled and outraged at this Contractors response and refusal to accept any responsibility or any accountability for the damages to our home. We have spent over $25,000 addressing the irreversible damage they caused.  We were forced replace our entire kitchen cabinetry, which involved having to completely demo and reconfigure our entire kitchen. Replacing our entire lower and upper cabinets involved having to demo and replace our new granite  kitchen countertop, our newly tiled glass mosaic  backsplash, our ceiling and  both walls costing an additional thousands of dollars. 
  
  To date I have still not received his contractors insurance that he is required by statue to furnish us.
  
  They are now attempting to gain ground by creating the ruse his worker was treated badly and I am a racist?
  
  ******* ***** uses harsh and slanderous words like racists, to cover for the facts that the work was done so poorly, his inability to handle the situation maturely, and that he lied to us about who he was. The truth is quite the contrary in fact, for his worker was treated respectfully while in our home and we are deeply offended by his remarks.
  
  I would like to also address there was no complaint with ******.  Contractor is referring to a ****** review. Contractor also states in response We filed a complaint with State licensing board and he was exonerated. ******* Faber  (Renew LLC) Is being presumptuous! And weve attached that statement to both The ***************** investigative office and The ** State licensing board in our amended revised complaint. 
  
  Please advise we have amended our complaint to The Rhode Island contractors registration board to now include all the monetary damages, The Mechanics lien you placed on our home 21 days after work ceased  without telling us, your continued refusal to provide us with your contractors insurance, and deceiving us by withholding your true identity to conceal your extensive violent criminal history in both the states of ************ and ************* and the fact you just recently got out of prison for stabbing a police officer in 2017 causing him injury. 
  
  We have Positively identified ******* *****, the new owner of Renew LLC as ******* ******, from a mug shot at the ********************************* and acquired all his criminal history from both The ************************, and Providence Superior Court which are all public record. He has over 20 convictions all under his legal name ******* ******. He also has a long criminal psychiatric history, which is also public record. He should not be able to withhold this information from the public. I wouldve never allowed him in my home had I  been aware of his violent  criminal history. He also advertises himself as Background screened By home advisor Who are not aware of his recent criminal history.
  
  Furthermore in their response , the business goes on to say that Anthony 
  Faber  is Just the general manager when in fact, he is the both the new owner and holds the contractors license they operate under. 
  ******* ***** GC-49776
  
  It is ******* ****** name on the contract and  it is ******* ****** name on the Mechanics lien on our home of 25 years. I find it very disconcerting, that in this response he is not being honest once again. This can be confirmed by the ************************************* 
  
  The family friend he refers to that gave him the initial deposit  has just in fact, also filed his own complaint With the State of Rhode Island contractors board.
  
  In closing, When we addressed the damaged cabinets to Mr. ***** on the phone, He became combative and began screaming I could take them or take a lien. The following morning he sent a variety of harassing text messages insulting me,(the homeowner) calling me names and dictating how it was going to be in my own home. I immediately Felt threatened and deeply insulted by him.
  
  
  ******* Faria 
  *******************;
  ******************