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:06/20/2023

  Type:Order 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.

  Signed the contract for a three season room in April of 2022 finally finished November 15 of 2022 was supposed to be a 90 day job. Warrant started on 11/15/2022. Spring rains started and the room leaks in several spots where it attaches to the house. I've attempted to contact Total Remodeling Systems 4 time in 4 weeks - not getting any response. I would like the room repaired.

  Business Response

  Date: 07/03/2023

  we have resolved this complaint , we went out and fixed the leak  , please note that Total Remodeling Systems is no longer the name of the business, we purchased the business  from ******************* , however we continue to honor the warranties as we are the new franchise .

  i think this customer may have been calling an old phone number 

  Customer Answer

  Date: 07/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:03/27/2023

  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.

  TRS has rebranded itself as *************************. I contracted with TRS in June/July 2022 to have a front porch built. In January of 2023, the company started the project. It is now March 27, 2023 and the porch addition is still not completed. I have been waiting for them to install the tempered glass railing and comple the punch list. The project manager has repeatedly lied about when his team would be out to complete the work. I have paid the company each of the payments per the contract which has been around $19,000. The project manager is no longer responding to my calls. I left a message at the main office in Winchester, VA and I am still waiting to hear back. They show up and work until they collect the bulk of the funds, then dissappear. I have requested the project manager return the portion of the money I paid so I can find someone else to install the glass. I have been waiting over a month to have the tempered glass installed. They have left supplies lying beside the porch and my home owners association has asked that it be removed.

  Business Response

  Date: 05/03/2023

  it is unfortunate it took 30 days to get this complaint from the BBB , it was sent in on 3/27 and we got it on 4/28, so  some things have developed since then 

  1. i want to address the time frame as it is mentioned in complaint , it took 6 months to get a permit for this small porch in Prince William County , which i agree is very slow , however this is a Prince William county issue , it  is  an ongoing issue in this county  and many consumers are complaining about it .
  
  2. the complaint was issued on 3/27 because we had some punch out items and needed to install the glass railing  which is a specialty item and is custom made .
  
  3. 3-4 days after the complaint  was issued we came out to  install the rail and of course fix the punch out items 
  
  4. unfortunatley 2 pieces of glass were cut wrong by the manufacturer , we have ordered the replacements 
  
  5. i spoke to the glass comapny last week , and we expect the glass any day this week 
  
  6. once the glass is here , we go out the next day and install it and fix any punch out items , this should wrap the job up 
  

  Thank You

  ***************************
  President ************************* LLC
  Mobile ************
  Office ************
  Web www.stoneridgeoutdoor.com
  305 Ashcake Rd Suite M , Ashland Va.23005
  Also:
  45915 Maries Rd Suite 134, Sterling VA.20166
  240 Airport Rd ,Winchester Va.22602

• Initial Complaint

  Date:08/03/2022

  Type:Product 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.

  On 12/7/2021, we signed a contract with Total Remodeling Systems, Inc. (TRS, Inc) to build a Three Season Sunroom on our existing rear deck. We made a down payment of $15,924.00. We the Buyers, in good faith, obtained the necessary approval from our ************************ TRS initiated the permit process for the deck on or about 2/24/2022 with ************** of *********** Services in Prince ******* County, **. We were told by TRS that construction would start on or about April 2022. Communication was limited with the Permit Coordinator ********************* by email from ***************. In April, **** indicated that they were in contact with Prince ******* County and submitted specifications for Permit review. In April we also called and emailed *****************, The Director of Business ***********, The Engineer *********** ********************* and our salesperson *******************. ************* called once, with no knowledge of the situation. He said he would have **** call and she never called. She instead continued to send emails indicating that the permit request was resubmitted and under review by ***. On May 27, 2022 by email we requested a contract cancellation and refund to **** since there was no communication from the company. We contacted PWC and found that the permit was being denied by Quality Control. On June 14, 2022 ********************* the Company President called expressing his remorse for not completing the project citing ****** ******* County error and failure to approve permits for several projects TRS has pending. He indicated that they would make every effort to get the building permit approved and complete the project. We asked for a refund by email to TRS on 5/27/22, 6/24/22 and Certified Mail on (received by TRS on 7/18/22). No contact has been received from TRS as of this writing of 8/3/2022. Prince ******* County revealed that Permit NO. *******-***** was denied for QC on 2/26/22, 3/18/22, 5/12/22,& 7/13/22. We are requesting a cancellation and full refund.