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:02/10/2025

  Type:Product 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've had nothing but problems with this company, broken commitments, refusal to answer or return phone calls. The mini-split unit installed with our sunroom add-on in July 2024 has had several issues since the date of installation. The unit was install incorrectly to begin and the original installers never came back out. They hired a 2nd company to come repair a freon leak. It is now shutting down randomly, blowing cold air when it's set for heart and we've been calling since December 12, 2024 to get someone out. They've promised us on 4 different occasions that someone will be out but no one has. We just want the unit replaced. We had our own HVAC company come look at it and they did show the outside unit is overheating and throwing an error code. They continues to tell us that we don't know how to use the unit instead of scheduling someone to come out to see for themselves. We have another unit in a 2nd residence, we know how to use the unit.
  This does not account for issues the installation of our sunroom itself where they had to completely tear down walls built after the fact because they did not insulate them as is code.
  Either they guarantee their work or they don't. If you refuse to send anyone out, then tell us that.
  We just want this unit replaced so we no longer have to deal with them.

  

  Business Response

  Date: 02/18/2025

  We would like to express our sincere apologies for the inconveniences that were experienced on this project.  We try our very best to communicate with our customers and keep our word on all scheduled appointments.  We also stand behind our work.  In this case, we have sent two independent heating and air companies to assess the issues with their unit.  At this time, we are unable to find a problem with the unit.  
  
  

• Initial Complaint

  Date:08/09/2024

  Type:Delivery 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.

  On 2/15/2024 we signed a contract to pour a 12x12 concrete pad and to mount a freestanding pergola per contract with a start date estimated to be 4 months.
  Down payment for this project was $6,100.00, total cost will be $20,643.00 (balance 14,543.00). I made phone contact with the company rep ******* on April 30, 2024 to check on when the estimated start date may be. The response was the recent rains had slowed them down with other current projects and they will keep in touch. On May 1, 2024 a subcontractor for AHB, a Mr. ***** M. was able to do a site visit for the concrete pad portion of the project. He discussed that the access gate will have to be removed to make the ingress wide enough to allow passage of the concrete mule into the back yard. I let him know that we will remove the gate and a portion of the wooden fence when they are ready to begin the pour.
  May, June and July have now passed by. My most recent call at the end of July was met with the response that rain delays on other projects have put them behind schedule. My concern is that our project is a very low priority on the companies list. We have had no update or contact from the project manager, only when I call them do I get any info. The staff are very polite and apologetic during my phone calls. I would just like to get this project completed, it will be 6 months on August 15, 2024. I would like a firm start date and bi-weekly contact from AHB on their progress toward the start of our project.

  

  Business Response

  Date: 08/21/2024

  We have received the complaint from Mr. ******* and would like to respond.   We are doing the best we can to work with the situations in the world today.  Product shortages and especially labor shortages have really had a negative impact on our industry.  The people who are willing to work are overworking to keep up with the demand.  Because of this, it just takes longer to get jobs done.  We are not making excuses but trying to explain where we are coming from.  We apologize for not having more communication; unfortunately, we just have not had any updates to communicate.  However, we did speak to Mr. ******* today and we will be doing his concrete on Friday.  We appreciate his patience. We are doing the best we can to make more positive customer experiences.  Again, we are sorry that he has been disappointed with our company.  We are hoping to change that as we get this project underway.

  
  
  
  

  
  

  Customer Answer

  Date: 08/29/2024

  The company contacted me a few days after the opening of this complaint.  They asked if they could expedite the pad pour and I agreed to the following Friday. It was poured and matched to the concrete adjacent.  We are still waiting on the installation of the aluminum pergola before I close out this matter.  If the progress continues in the professional manner that I have seen I believe that we will be happy with the final product. 

  

  Business Response

  Date: 08/30/2024

  We appreciate this response.  We will get out there as soon as we can and get this project completed.  

• Initial Complaint

  Date:10/19/2023

  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.

  On Monday, October 16, 2023 American Home began taking out old shower and replacing with all new shower. They finished on Wednesday, October 18. From the beginning (May 9) of talking with a rep, getting work order I told two different people which wall I wanted the bench. They were suppose to do the job mid September but was delayed a month. I was very patient with the delay. They put the bench on the wrong wall. I asked for a single hand held shower head. They installed a shower head that stuck out over the center of the shower and a hand held on the wall. I will have to turn the water off to lather then turn it back on to rinse. In speaking with the company, they agreed to shorten the center shower head. They told me they would do nothing about the bench. In other words 'to bad tootsie. Live with it.' ******* called me to discuss the problem and got snippy with me. Since I will have to live with this for the rest of my life, I asked for some compensation for their mistake. They told me to pay in full or they would sue me. I feel I have taken $11,000 and set fire to it.

  

  Business Response

  Date: 11/06/2023

  I apologize for the delay in response.  I calculated business days, not calendar days.  I would like to address Ms. ****** complaints. Her job was not supposed to start mid-September as she stated.  In fact, her contract estimates a completion date of October 20, 2023.  We completed the project on October 19, 2023.  With all of the known and unknown delays we deal with daily in home improvements, it was quite an accomplishment to complete the project almost exactly the day we estimated.  Regarding the bench seat, standard installation for a shower bench is the wall directly across from the shower head.  There is no place on the contract that addresses which wall to put the bench because that is standard.   If there was a different wall requested for the bench seat, it would have been noted in the "special items" on the contract since that would have been outside of the standard installation.  In addition, the installer said she told him to put the bench where he put it. If you look at the pictures, putting the bench seat where she indicated would have actually had the seat under the grab bar, which would have made the grab bar un-useable. 
  
  She is correct that she ordered a single hand-held shower head.  For no extra charge, we gave her an upgrade with a really nice rain head shower head, which is adjustable.  Additionally, the rain head can be turned off to only use the hand-held shower head.  Therefore, the spray would not hit her in the face.  As previously stated, we put the bench seat in the standard location and have never had a single complaint about that until now. 
  
  In order to change the bench seat, we would have to order all new walls as there would be holes in the panel and no support behind the other wall for the bench.  She expected us to either replace all the walls in the shower, or give her a $3,000 discount.  I tried to explain to her that we could not redo the walls as the contract did not indicate that and even asked her if she could try it out a few days and see if she liked it.  She refused and actually became quite rude with me.  She stated that she would only be happy if we redid the job or gave her $3,000 off.  I told her that we would discuss it the next morning.  Our manager called her the next morning and she said the same thing to him.  He told her that was not an option, but we did agree to change out the shower head. 
  
  When our representative finished installing the new shower head, Ms. **** refused to pay.  We told her that she had to pay as the contract was fulfilled and the job was finished.  She became very angry and cussed out the manager, even taking the Lord's name in vain which was very offensive to us.  The job is absolutely beautiful and an amazing improvement over what she had.  We love our customers and we do the very best we can to please each and every one of them.  Unfortunately, some people are just unreasonable and downright mean and there is nothing we can do to please them.  In those cases, we try our best to not let it affect our good attitude and move on to the next customer who will be very happy and appreciative for a job well done.  

  Customer Answer

  Date: 11/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Date Sent: 11/8/2023 5:16:02 PM
  

  If they had offered to take $500.00 off the price, I would have been satisfied.  They all but called be a liar and bullied me into paying them with threats of taking me to court.   yes by the fourth phone call I did lose my temper after the threats and bullying.  All I wanted was them to apologize and take a little off the price but they basically said to bad live with it.  I am a very reasonable person until I get bullied.  I tried to negotiate but they just threatened me.

   

  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:08/24/2023

  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.

  We signed the contract for our all seasons room on 2-17-22 but the job was not completed until 1-6-2023. We called several times about when would the job be started. Finally they said they forgot to order the supplies. Then when the job was done we found out that under the floor sealing was not included even though we told them we wanted the room to be included in the square footage of the house. We had to contract the floor sealing separately. After the job was completed a screen fell out, I called and told them they needed to come put it back in. That didn't happen. Then the toggles that hold the screens in are breaking or twisting and not holding. I've called American Home on: Jan 18, 2023(3 mins. 21 sec), June 28, 2023 (2 min 49 sec), Aug 15, 2023 (5 mins 53 sec). I also called 2 more times in 2022 about problems. No one calls me back nor has anyone fixed the problems. The screens need to be fixed because they will fall out. I've sent the same pics to American Home only to be told they are contacting their supplier. Would not recommend them because of these issues.

  

  Business Response

  Date: 08/28/2023

  We sincerely apologize for the issues experienced on this project.  We tell all our customers at the time of sale that there will be a lengthy delay due to material and labor shortages.  Unfortunately, we do not manufacture the products so we are at the mercy of the suppliers.  We did finally receive the service parts and completed the repairs on Saturday.  Again, we do apologize that the project did not go perfectly.  

  Customer Answer

  Date: 09/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the excuse of late start on our project needs to be clarified . We called alot on when project would start.  Finally found out that the company failed to order the materials.  If the company would have explored our calls they would have found this out.  It wasnt until we said we wanted our money back that this was discovered.  We kept calling about the breaks in hardware and about a screen falling out right after the project was completed.  Our calls went on deaf ears.  Kept being told yall would check on it.  This was in January until last saturday before hardward was replaced. This was only done because we reported you to the BBB.   No excuse for poor customer support.  Again, we will never use this company again, nor will we recommend you to potential customers.

  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:08/04/2022

  Type:Product 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.

  Representative signed agreements for service with an estimate for the roof at $19,450 and gutters at $3,400 on June 4, 2022. They took one check for $1,900 and one for $300, using the home improvement license number to avoid using the license for work over $20,000. The measuring guy came in early July and on July 14, 2022 the company called to say it had underestimated the roof by $18,000-almost double. I told them that was way too much and the deposit for the roof was returned quickly. They said they would mail the gutter deposit too. I have called multiple times and the receptionist says the check is in the mail.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/10) */
  We sincerely apologize for the issues with this project. We overlooked the $300 deposit and mailed it as soon as it was brought to our attention. Unfortunately the postal service was a little slow in delivering the check but I received confirmation it was cashed on August 8. Again, we sincerely apologize.