Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/03/2023
Type: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.
Business has stated that they have fulfilled their agreement and asked for more money to complete job. Poor work completed, wallpaper not removed, paint on several windows, several areas not painted completely, floor stained, garage not sealed properly, sprinklers painted over, vents painted over, doorknobs painted over, etc. In some areas home was left in worse condition than before the work completed.
Business Response
Date: 12/03/2023
Hello,
The initial signed contract was fulfilled back in August 2023. Between July 8th and August 4th the punch list was completed and the client signed off on the final walk through. The client reached out about items not included in our original proposal; the garage was flooding with water. I offered to help but would need to charge for my services. See timeline and email threads below.
Timeline is as follows:
8/82023- Met onsite with ******, offered my help as to how to fix the issue with water coming up in the garage under the slab. Explained possible reasons and also how to fix.
9/18/2023- Tried to schedule ************* and provide help by sealing the brick on the garage.
9/20/2023- Tried to schedule workers again, this time a few days after rain so we could see the exact issue. Asked client how we should handle as it was not a warranty issue.
9/21/2023- Client refused service, stated that he was involving a third party and then proceeded to tell me that he will be seeking counsel.
9/21/2023- Renovate Memphis closed the job within our system due to client refusing service.
We will still honor our sealing of the garage if the client would like us to. The correct and long term fix is one that involves landscaping and grading of their lot (garage sits in a swell between backyard and street) along with repairs to the foundation of the garage. This was explained to ****** as I have never spoken to ********************** other than within our internal email system.
Thank you,
*******
Renovate Memphis, LLC
Customer Answer
Date: 12/04/2023
Complaint: 20951185
I am rejecting this response because a final walkthrough was not signed nor completed, hence all of the pictures of unfinished/ improper work. Garage sealing was never refused.
Sincerely,
*******************************Business Response
Date: 01/08/2024
Hello,
While I am very sympathetic to ********************** and ******, Renovate Memphis is not liable for what he is stating. We honored our contract and ********************** has shown no proof that we have not honored our contract however he is asking for a full refund for work that was completed and agreed complete by *************
The initial signed contract was fulfilled back in August 2023. Between July 8th and August 4th the punch list was completed and the client signed off on the final walk through. The client reached out about items not included in our original proposal; the garage was flooding with water. I offered to help but would need to charge for my services. See timeline and email threads below.
Timeline is as follows:
8/82023- Met onsite with ******, offered my help as to how to fix the issue with water coming up in the garage under the slab. Explained possible reasons and also how to fix.
9/18/2023- Tried to schedule ************* and provide help by sealing the brick on the ************/20/2023- Tried to schedule workers again, this time a few days after rain so we could see the exact issue. Asked client how we should handle as it was not a warranty issue.
9/21/2023- Client refused service, stated that he was involving a third party and then proceeded to tell me that he will be seeking counsel.
9/21/2023- Renovate Memphis closed the job within our system due to client refusing service.
We will still honor our sealing of the garage if the client would like us to. The correct and long term fix is one that involves landscaping and grading of their lot (garage sits in a swell between backyard and street) along with repairs to the foundation of the garage. This was explained to ****** as I have never spoken to ********************** other than within our internal email system.I cannot be held liable for items beyond my control or items that were not included in the initial scope of work.
Thank you,
*******
Renovate Memphis, LLC
Customer Answer
Date: 01/18/2024
Complaint: 20951185
I am rejecting this response because there are several conversations in which items were pointed out to be fixed and no resolution has been found. Work was not done to completion and asking for more money for original work to be completed. The garage still floods (not installed properly), not painted in many areas, broken/painted shut shutters, paint on doorhandles etc (listed), floor staining inconsistencies, and more. When employees showed up to our house and were turned away it was because it was unannounced they stated they could not speak English. I have included a message with stated issues and the employees response that these were unacceptable and the proof that the owner is asking for more money for the garage to be finished.
Sincerely,
*******************************Business Response
Date: 02/13/2024
Hello,
I have stated this several times. Renovate Memphis, LLC has satisfied the work that was approved per the contract dated 4/17/2023.
At this point, we are considering ********************** for harassment/ slander towards the company and will be reaching out to our attorney to provide a cease and desist order.
Hello,
The initial signed contract was fulfilled back in August 2023. Between July 8th and August 4th the punch list was completed and the client signed off on the final walk through. The client reached out about items not included in our original proposal; the garage was flooding with water. I offered to help but would need to charge for my services. See timeline and email threads below.
Timeline is as follows:
8/8/2023- Met onsite with ******, offered my help as to how to fix the issue with water coming up in the garage under the slab. Explained possible reasons and also how to fix.
9/18/2023- Tried to schedule ************* and provide help by sealing the brick on the ************/20/2023- Tried to schedule workers again, this time a few days after rain so we could see the exact issue. Asked client how we should handle as it was not a warranty issue.
9/21/2023- Client refused service, stated that he was involving a third party and then proceeded to tell me that he will be seeking counsel.
9/21/2023- Renovate Memphis closed the job within our system due to client refusing service.
We will still honor our sealing of the garage if the client would like us to. The correct and long term fix is one that involves landscaping and grading of their lot (garage sits in a swell between backyard and street) along with repairs to the foundation of the garage. This was explained to ****** as I have never spoken to ********************** other than within our internal email system.
Thank you,
*******
Renovate Memphis, LLCBusiness Response
Date: 02/21/2024
Date Sent: 2/13/2024 6:01:14 PMHello,
I have stated this several times. Renovate Memphis, LLC has satisfied the work that was approved per the contract dated 4/17/2023.
At this point, we are considering ********************** for harassment/ slander towards the company and will be reaching out to our attorney to provide a cease and desist order.
Hello,
The initial signed contract was fulfilled back in August 2023. Between July 8th and August 4th the punch list was completed and the client signed off on the final walk through. The client reached out about items not included in our original proposal; the garage was flooding with water. I offered to help but would need to charge for my services. See timeline and email threads below.
Timeline is as follows:
8/8/2023- Met onsite with ******, offered my help as to how to fix the issue with water coming up in the garage under the slab. Explained possible reasons and also how to fix.
9/18/2023- Tried to schedule ************* and provide help by sealing the brick on the ************/20/2023- Tried to schedule workers again, this time a few days after rain so we could see the exact issue. Asked client how we should handle as it was not a warranty issue.
9/21/2023- Client refused service, stated that he was involving a third party and then proceeded to tell me that he will be seeking counsel.
9/21/2023- Renovate Memphis closed the job within our system due to client refusing service.
We will still honor our sealing of the garage if the client would like us to. The correct and long term fix is one that involves landscaping and grading of their lot (garage sits in a swell between backyard and street) along with repairs to the foundation of the garage. This was explained to ****** as I have never spoken to ********************** other than within our internal email system.
Thank you,
*******
Renovate Memphis, LLC
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.