Complaints

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

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  Renovating.US

  328 W Amiron Way Orem, UT 84057-8342

• 

  Renovating.US

  5570 W 290 N Hurricane, UT 84737-6105

• 

  Renovating.US

  1459 N 1250 W Orem, UT 84057-6543

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:04/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bathroom tiles from the seller. Both boxes of tiles arrived with damage. One box had one corner of the 6 tiles in the box broken. The other box was dropped on its side on the corner of a stair on my stoop causing damage to the sides of the tiles. They were dropped so hard that the Fed ex driver cracked a large portion of the stair. The seller is refusing to replace the tiles that were dropped on their side and asking for more money to ship replacements for the tiles with the damaged corners. I have photo to support my claim. The seller is very deceptive and lies. I asked him to either replace the tiles or issue a refund. He wants me to keep the tiles that were dropped on the side and send him another $50 to send replacement for the first box. I purchased brand new tiles and did not receive what I purchased. I have video and photos should you need them. He can have the damaged tiles picked up and returned to him.

• Initial Complaint

  Date:11/04/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Ordered 10/28/23. Order#****.
  Two items. Only one is defective.
  
  08.26" x 48.03" Gray Matte Acoustic Slat Wood Wall Panel × 1 $189.95+tax.
  
  Item received was 96 x 48 and also had chips on the edges. I emailed customer service and have been exchanging emails. I started by asking for the item I ordered and not defective with paint chips as I thought maybe they had two versions of the product and he said the paint chips were a shipping defect. I kept telling them it was not the right size and sent pictures. He kept responding that their resolution would be dependent on if I ordered more as I told them it was sample to see if I liked the product. So after realizing they were not going to replace what was sent with what was ordered I told them I wanted a refund. I ordered two products, I told them I didn’t want a refund on the second as it was as described but I couldn’t purchase more because of their bad service made me not trust them. He responded that their product sent was not defective and I would have to pay $60 in shipping to return. I want a full refund and shipping paid as it’s not what was ordered and even if it was it’s defective.

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Order placed on 10-4-2023
  received on 10-14-2023 with a router cut in one of the pieces of product.
  Company has not taken responsibility for sending used product pictures have been sent.
  Seems there are other companies affiliated,
  Perpetual Essence LLC, same address,
  Home and lighting, same phone number also in Utah.

  Business Response

  Date: 10/22/2023

  Dear BBB,
  
  I am writing in response to the complaint filed by customer order #****, Renovating, on October 4, 2023. The customer contacted us, stating that we shipped a damaged product.
  
  I would like to assure you that we only ship brand new products. The customer had ample opportunity to make the complaint on the same day he received the product, as customers typically reach out to the company immediately if they receive a damaged product. Additionally, he took a significant amount of time to contact us about the damage; he had an entire weekend, which leads us to believe that he did not receive a damaged product.
  
  We do offer a 30-day money-back guarantee, but only for products that are unopened, uncut, and brand new.
  
  All orders are prepared, packed, and shipped by us. This means we won't ship a product with a cut and then have to pay extra for shipping and return, which wouldn't make sense in the end.
  
  We appreciate your understanding in this matter.
  
  Sincerely,

  Home and Lighting

  Customer Answer

  Date: 10/22/2023

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

  
  
  I received the product on
  Saturday,  10-14-2023 at 11:22 AM, the attached pic shows the date and time of the picture that I took, 6 minutes after receipt. FedEX track with delivery information. ************ 
  
  Colby H****** seem to believe that I signed for the product set up a router table and made a cut, see pic in 6 minutes. And Colby H****** believes that I did all this just to make a Return,This is not a normal thought process.  

   I looked at their
  policy on the web site which states 7 days to report damage and 30 days to
  request a return, which I did with Date time stamped pictures. I felt that communicating
  in 2 days would be sufficient, but then again I thought I was dealing with a
  reputable company, clearly I am not.

  
  Colby
  H******, has not once offered to investigate this issue internally, only to
  respond to me that I cut the product, which I did not. And continues to repeat the same mumbo jumbo. 

  The only thing that Colby repeatedly focuses on is that I took 2 days to report the issue. That is all. He repeats this to the BBB as the same claim am[ple of time to report took over 2 days, WOW, 2 days.

  I repeat the web sites states 7 days for damage and 30 days to request return and credit. I am clearly within the Terms and Conditions and should receive a credit and a prepaid return label, or I can scrap on site, does no matter to me.

  Fed Ex track showing delivery time, ************
  

  sincerely,
  

  
  
  
  *** ********

  Business Response

  Date: 10/31/2023

  Dear Better Business Bureau,
  
  I'm writing to notify you that Mr. Colby H****** does not work for us, and we have no idea to whom this client is referring.
  
  I would like to state that the customer is mistaken in his assertion that he was sold a defective product. We have all of our communication with him by email, and it is clear that either the installer or the client made a cut to the panel. He then attempted to return the panel to us two days after receiving it, claiming that it was defective.
  
  Unfortunately, we cannot accept a product that has already been cut by customers or installers. Once a panel has been cut, it is no longer in its original condition and cannot be returned.
  
  We have tried to explain this to the customer, but he has refused to listen. He has also threatened to leave negative reviews of our company online if we do not issue him a refund.
  
  We are a reputable company with a long history of customer satisfaction. We would never sell a defective product, and we would never refuse to accept a return for a legitimate reason.
  
  We are confident that the Better Business Bureau will be able to resolve this matter fairly. We are happy to provide any additional information that you may need.
  
  Thank you for your time and attention to this matter.
  
  Sincerely

  Home and lighting

  Customer Answer

  Date: 10/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The vendor refuses to listen and accept the fact that I did in fact receive a defective product. Perhaps the vendor would like to try and explain that I signed for a delivery and took pictures within 6 minutes showing the damage.Is anyone listening 6 minutes is the time frame. I will leave a review on the web site stating the facts as they occurred. Funny part is I am building a house and this could have been a viable solution, but the vendor chose the wrong course of action. 

  I have shown my evidence, Renovating has shown me nothing!

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