Complaints

This profile includes complaints for Expo Home Improvement's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Expo Home Improvement

  13859 Diplomat Dr Ste 180 Farmers Branch, TX 75234-8840

  
• 

  Expo Home Improvement

  2548 Shell Rd Georgetown, TX 78628

  
• 

  Expo Home Improvement

  4501 S Pinemont Dr Houston, TX 77041

  
• 

  Expo Home Improvement

  6131 Woodlake Ctr San Antonio, TX 78244

  

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:03/12/2024

  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.

  paid ****** for new shower install. Install was complete on time. 5 day later had another contractor come to install new shower sliding glass door and come to find out the shower wall are not squared/plum. the bottom width of the shower walls is shorter than the top width of the shower walls. Called their warranty department and got a clerk that said someone will get back to me but no response yet. If a resolution arises I will let everyone know.

  Customer Answer

  Date: 03/15/2024

  the complaint has been resolved. please closed out the complaint

• Initial Complaint

  Date:02/06/2024

  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.

  I signed up for a shower replacement and 8 + weeks have passed and the project hasnt started and after calling more than once I still dont have an answer except waiting on materials! No date has been given just keep saying in two weeks! As a disabled veteran I need this projected done or I wouldnt have even explored the possibility of replacing my tube/shower with a walk in shower!

  

  Business Response

  Date: 02/20/2024

  Hi *****,

  Thank you for reaching out and sharing this with us. We understand your frustration at the delay and appreciate you bringing this to our attention.
  
  Upon receiving your review, I informed our Director of Customer Experience, ****, of your concerns and she notified me that your project is being delivered to our warehouse this week and that our Product Manager, ******, called you to attempt to schedule an installation date.
  
  We understand that delays can be inconvenient and we are investigating internally to better understand the situation. We appreciate your feedback and are excited to install your new shower project. If you have any questions or concerns in the meantime, please feel free to reach out.
  
  Sincerely,
  ***********************

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service 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.

  This business has been calling me for months. I have blocked several numbers, I have requested three different sales people to remove me from their call list. Just a few days ago when I asked the sales person to remove my number she continued to talk over me. I noticed the business response to a similar complaint here. They claim they removed that person from their call list. I will write a follow up complaint if they continue to call each and every time they call.

  

  Business Response

  Date: 10/10/2023

  Hello ****, 
  
  My name is *****************************, VP of *************** & Culture and I first want to apologize to you. I am so sorry you have been called numerous times and did not receive excellence from our team member.  I want you to know I take your complaint seriously and promise to take action with this information.
  
  I immediately got with my IT team to understand better and found that you entered our system via a Home Advisor project request on April 27th of this year around 11am.  When we get a lead request from Home Advisor (or *****'s List their sister company) our call cadence is a bit increased as Home Advisor and *****'s sell your information to 3-5 local businesses and it's somewhat of a race to get the homeowner on the phone.  Not an excuse, just a little background on how we acquired your information.
  
  I looked over the call cadence and I agree with you, it was too aggressive and I am very sorry.  I have asked IT to please correct this immediately as this is not how we show love and care for our potential customers.  You have my word they are looking into and will fix it as I type this.  Technology is never perfect and our hundreds of call cadences sometimes glitch.  I am sorry this happened to you.
  
  You have my word that as of today, you are completely removed from our system.  Unless you opt back in via another home service request form or call, you will no longer hear from us.
  
  Thank you **** for taking the time to let me know and I do hope this quick correspondence and action makes it right.
  
  *****************************
  VP, *************** & Culture

  Customer Answer

  Date: 10/11/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service 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.

  Requested a quote for bathtub refinishing. The company called me four times in a row on Sunday, June 18. Did not leave a voicemail. I answered the fifth call asking them to please stop calling me. The company called me twice yesterday, June 19. From a different phone number as the first one was blocked. No voicemail left. I answered the third call asking them to again please stop calling me. The company then called me four times today, June 20 from a third phone number since the previous two were blocked. I again asked them to stop calling me.

  

  Business Response

  Date: 06/22/2023

  Hello ***** and thank you for bringing this to our attention. I completely understand your frustration and want you to be assured we have now removed you from our contact list. It is our policy to always leave a voicemail and remove individuals from our contact list if they request it. We investigated by listening to the recorded calls between you and our agent and did find we did not leave you a voicemail, as per our policy, and we greatly apologize that our rep did not follow policy to leave a message and identify the reason for the call.  While listening to the recorded calls, we also did not find any instance of you verbally requesting to be removed from our contact list. I can provide these calls to you and BBB if you would like.Please let me know.
  
  However, we do understand your frustration, thank you for bringing them to our attention and again assure you that as of today, you are now removed from our list.
  
  Sincerely,
  ************** 

• Initial Complaint

  Date:09/09/2022

  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 purchased siding from Expo Home Improvement in 2021. The installation went smoothly and the workmanship appeared top notch. Fast-forward less than a year later, 2022 and I start to notice a slight bulge in the siding at the seams on the front of the house. I call Expo Home regarding the issue. I'm told the issue would be looked into and I would receive a call. Weeks go by and I call again only to be told the same thing. This time I insist on action being taken and state that I've called previously. Again weeks go by with no call. On July 27th I called yet again and this time the person answering the line asks me to send pictures and I did. I called back on August 10th to check, only to be told someone would call and schedule installation. No call. I ma de another call, this time a threaten to write a google review and was finally transferred to install/service manager who said they would be coming the week of August 22nd. No show, no call. I called back to enquire as to why the install hasn't happened and was told they needed to order the siding. I called again today, September 9th and asked again when the siding would be installed. I was placed on several holds only to be told again that a service manager would get in touch.
  This company has been lying to me for months with no resolution! I need help resulting this matter. I want the shoddy work fixed and siding replaced!
  

  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Hi *********,
  
  This is Sarah from Expo Home Improvement. Thank you for bringing this to our attention. We are pleased to hear that the initial install went well, but we are saddened to hear that you did not receive the same level of care and attention when it came to getting your service call addressed. We understand how frustrating your experience must have been and sincerely apologize.
  
  After receiving your feedback, I immediately reached out to our Expo Care Team Lead, Jeff, to share your concerns and better understand your situation. Jeff informed me that he was able to connect with you today to apologize and get you scheduled for a QA visit on the 19th with our Director of Experience, Toni, and our Installation Manager, Michael. You are in good hands with Toni and Michael, and we promise to make this right in the hopes of earning back your confidence in our team.
  
  Sincerely,
  Sarah N