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:08/09/2023

  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.

  Dear Madame or **** ** June 15th, my husband and I signed a contract with RIHI for a bathroom remodel. My husband is 64 years old and is disabled. The work we wanted done was to enable him to take a shower safely in another house we have, as we are selling this one. He uses a ****** and cannot get into a tub. ** the 17th, we were advised that we needed to resolve an issue with our house before we would be allowed to sell it. This unforseen issue took away the funding we had earmarked for this bathroom remodel that we so desperately wanted. As Monday was a holiday, I called RIHI on Tuesday to explain the situation. They were very nice and understood our problems. We were assured by *****************, our sales Rep, that the check would be forthcoming. I called ***************** again and he said he thought the check had already been mailed by the second week of July. Now, he is not returning my calls. We really wanted and needed this bathroom remodel but we were blindsided by the bad financial turn of events. We did cancel within the right of recission as Monday was a holiday. We are very upset by the way RIHI is treating us as we had a beautiful bathroom remodel project done by them several years ago and were very happy. Can you please assist us in getting our $650.00 deposit back please? Thank you very much, ******************

  

  Business Response

  Date: 08/10/2023

  Good morning, we are in receipt of the complaint. First and foremost this customer is wonderful to work with. Clearly something happened to their mail. Please see attached copy of both- copy of check and our letter to them cancel the agreement, these are internal copies made and placed in there file. We did cancel the agreement immediately and sent them back their original check on June 23, 2023 along with a letter. Please have them check their account,  they will see we never cashed their check. We will hand deliver a refund check, however, please have the homeowner place a stop payment on the original check and we will reimburse for that value as well. Much appreciated. I will be reaching out to the customer as well. This is clearly a mail issue. My hope is that this complaint can be removed. As I have stated this client is wonderful to work with and completely understand their situation and wish them nothing but the very best.  Sincerely,*******************************

  Customer Answer

  Date: 08/10/2023

  
  
  Dear Madame or ***,
  
  I have reviewed the response submitted by the business and have determined that the response may satisfy my issues and/or concerns in reference to complaint #******** as long as the agreed reimbursement for the stop payment is received. I understand that by choosing to accept the business response that my complaint will be closed as resolved once I receive the stop payment reimbursement.

  The stop payment fee from my bank is $15.00.  I greatly appreciate being reimbursed for the fee. I also know that if RIHI sent ANYTHING to the address as listed on the attached letter, we would not have gotten it.  We were clear as to what our mailing address was and it was NOT as written on that letter.   We were clear about the ***************, Unit 914 address, but the proper town was omitted.  ** must have assumed it was the same town and we failed to catch the error.

   The house for the remodel is listed as *********.  We receive our mail at the ******************* only.  We do not live at *********** and have no mail receptacles serviced by ********* in this area.  Kindly send the check to  ***********************************************  

  
  Regards and many thanks,
  
  Lyd *******