Complaints

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

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  Now Remodeling LLC

  9921 N Nevada St Ste 110 Spokane, WA 99218

  
• 

  Now Remodeling LLC

  4615 W Emerald St Ste 102 Boise, ID 83706-2002

  

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:01/04/2025

  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 have mold in my attic that appeared after the install was completed. I contacted the company and let them know I lost out on selling my home because of this and now am living in a home with three children that poses a health risk to my whole family. I contacted the company when the inspection was done on my home I believe in August 2023. They tried pinning it on the contractor that did the install even though he installed the product as instructed. The soffit was installed over the existing soffit and was said to have built in ventilation but it was not sufficient. I then let them know they have insurance to pay for things like this as I did not have any mold issues before the install and did not feel they were doing right to go after the contractor. I was told they would make it right. They paid for an inspection of the roof and found no leaking to say thats what caused the moisture buildup but that the roof did not have proper ventilation. I asked for a copy of the inspection report and have heard nothing back. I feel that the issue only surfaced after their install was completed. My roof was repaired 2 years prior to their project and I never had a mold issue. I am looking at over $4000 in cost to remediate the issue cause by their neglect.

  

  Business Response

  Date: 01/21/2025

  As stated by the customer, we have had no reason to believe that her mold issues in her attic were a result from her purchasing new siding from us. Irregardless of this, in trying to provide good customer service we have sent multiple people to her home to look at her issues. We cut additional vents in to help with airflow, and even hired a 3rd party to look at the project to see if there was any way that putting new siding on her home could create the issues she is having under her roof. The results of that inspection was that the siding was done properly and should be providing sufficient intake. We feel bad that the customer is having the issues that she is having, but it is clear that the problem is arising from some other source, possibly insufficient exhaust ventilation from the roof. At this point we have done all that we can to help this customer and hope that she discovers the actual cause and can remedy her problem.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22769378
  
  I am rejecting this response because:
  I did not have mold until after the siding was replaced. The roof was replaced before this and we had an inspection done as it was up for sale. No mold was detected, then when it was inspected again a year later after the siding had been installed for about a year we had mold. They tried putting it off on the contractor that installed per their instructions, then when I told them that was unacceptable to go after a small company when their company has insurance to cover things like this they hired a third party to inspect my roof. I asked for those results they have not responded. I would like to reiterate that the roof was installed almost 2 years prior and the osb was not as replaced along with the entire roof. And no mold was present. 
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/22/2025

  Now Remodeling

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22769378
  
  I am rejecting this response because:
  All the response says is now remodeling. there was not mold in my attic until the siding was installed for almost a year. They sent people out to cut venting into the soffit as they knew it had been installed over existing soffit and covered all of the original venting. This caused there to be poor ventilation throughout the attic and allowed for mold to form and spread.  If they were willing to fix the mistake, why not also fix the issue that ensued due to this error.  

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

  

  Business Response

  Date: 01/31/2025

  The soffit that was installed was vented soffit, so it would not have interfered with the ventilation. As stated before, we have never believed that our putting siding on the home would create mold in the attic, but in the name of customer service we still attempted to work with the customer and put in additional ventilation to ease her mind. Any number of things could be creating her mold situation, and as was stated, the siding was done a year prior. She seems to infer that we being the bigger company are the better choice to go after to pay for her issues, despite no indication that our work created the issue she is having. It is highly more likely that there is insufficient exhaust, or faulty HVAC, or any number of other factors, that would be creating her issues than having siding replaced. We again reiterate that we feel bad that she is having these issues and hope she is able to remedy them, but her new siding is not the culprit. 

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22769378
  
  I am rejecting this response because:I did not go after this company. I went to them because with the original venting being coved by their vented soffit it created poor ventilation. I went to this company with an issue that surfaced after the installation of their project. They went to the installer and told that company they would be responsible for rectifying the issue and told that owner that his company would be responsible for the mold remediation, after having him come out to cut the proper vents in the already installed soffit. If they did not feel that their project was at least partially part of the problem why would they tell the contractor that he would have to pay for the remediation? If now remodeling did not have some thought that their project had some part in the issue created why would they have told me that they would make it right? I feel at this point the only right thing to do is for them to have the remediation done at their cost. Please understand that if I felt there was an existing issue and if I had the money to just pay for it I would. As I have experienced that this company has very little interest in follow through, other than getting the projects done as cheap as possible so they are done and get their money. The sales agents are great to get you to sign the contract, the managers of the project do not keep you informed along the process and the issues that arise are not taken care of. I have many things that need fixed with the siding its self the trim on almost all the windows is uneven and looks terrible, a piece of siding has a hole in it, and these things were reported when the project was in process and never remedied. I am willing to forego any other issues being resolved if they will fix the issue caused by their project. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/17/2024

  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.

  Ordered a simple awning to protect the back f the house from weather exposure. A year later nothing is done and no movement on a building permit, just radio silence. I have a a bunch of material on the side of my house that gives off a ************************. If the project cant be permitted and done then I need closure - happy to just own the materials and walk away at this point.

  

  Business Response

  Date: 08/01/2024

  We are still actively working with this customer. The permitting process with the city has unfortunately taken a lot longer than any of us would have liked. it would appear thought that we have finally gotten that resolved and are ready to move forward. our installer should be reaching out in the next little bit to set up installation and finally move this project forward. we apologize that this has taken longer than anticipated and appreciate the customers patience.   

  Customer Answer

  Date: 08/09/2024

  Now Remodeling did finally get a permit pulled, they still have not contacted me to install, have not provided confirmation that alteration of turn key solution will be warranted by the manufacturer, and the build materials are still sitting on the side of my house getting discolored from the sun for over a year now..
  
  I have emailed them conveying that I am awaiting their call to schedule installation- but nothing radio silence 
  
  *************************
  C: *************** | ****************** 
  AMER Sr. ************* Engineer | ACx | AWS Data Centers | ACX Wiki Page
  AMER FWT Wiki Page
   
  

  
  

  

  Business Response

  Date: 08/21/2024

  Glad to report that we have been able to work through some hiccups and have nailed down 2 possible install dates. Actively working with the customer and should be getting their project moving very soon!

• Initial Complaint

  Date:04/28/2024

  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.

  Contract $31,414.30 signed 1/11/2024. $15,000 down. 90% of Contract was not done, Contractor unilaterally changed and decided not to tear-off the existing siding, and re-sheet with new plywood. Instead they installed FanFold over the existing siding.I entered into a contractual agreement with Now Remodeling for the specified work outlined in the contract. However, without any written or verbal consent from my side, the contractor unilaterally made changes to the terms of the contract. This action is not only unethical but also potentially illegal.Furthermore, it has come to my attention that Now Remodeling conducted the aforementioned work without obtaining the necessary permit. This lack of proper permitting not only raises concerns about the quality and safety of the work performed but also constitutes a violation of state regulations. The installation insures that water will get behind the siding and continue to rot the T1-11 underneath.As a consumer, I believe that contractors are obligated to adhere to the terms and conditions outlined in the contract and are required to obtain all necessary permits before commencing any work. The unilateral changes made by Now Remodeling, coupled with the absence of a permit, have caused significant inconvenience and potential financial harm to me as the client.

  

  Business Response

  Date: 05/22/2024

  This customers response and complaint was a surprise to our business. This job went extremely smoothly and we were even able to offer her a $2000 discount because the condition of the T1-11 under her siding was in perfect condition and we did not need to replace it - which she happily consented to. We have at least 18 recorded phone conversations which will clearly show that her claims are 100% false. Because she has decided to make this a legal matter, we have now passed this situation off to our lawyers who will be handling this moving forward.

• Initial Complaint

  Date:02/18/2024

  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 hired Now Remodeling to install new siding and windows. October **** 2023 was the windows and siding install. Had issues since day 1. I have pictures and all my communication evidence saved between myself and this companys team. October 25th snowy day, the flashing was installed wrong. They reused old pieces of flashing and it was lifting during a snow day. Within a week or two they had their siding guy coming to install the right flashing. Still ended up being the wrong size and installed incorrectly. When he removed the original and second attempt it caused lifting to my shingles. I expressed how I was concerned about the shingles being upwards during the winter in PNW. TC the ** of sales said nothing to worry about. The new flashing was installed. That was again the wrong size , he screwed it into the siding. The way he zig zagged the screws was wrong. He left the scrap piece of flashing tossed across our roof top and tools on the roof. Which caused more lifting and its still there months later. We hired our own roofer to come out along with NR roofer. They both told the company whoever did the siding and flashing did it wrong. The siding at the pitch was too high. No beauty fascia board was used and flashing was wrong with size, install and not properly sealed. Still to this day, 4.5 months later we have the wrong flashing , the tool and scrap metal up there. In October on the 11th, 2023 they ordered obscure and screen to be replaced and Im still waiting almost 5 months later. Moisture in the attic, in the walls. NR is aware. Came out on Jan 12th. Theyre baffled as to the reason for all this. They went into my attic , took pictures. Didnt share with me what they found. Saw the wetness in the walls. Condensation from top to bottom on all windows. They never pulled permits. NR is scrambling to get the building inspector here to sign off on this project. Building inspector has spoken to *****, he claims he didnt know.

  

  Business Response

  Date: 02/22/2024

  There is a pair of pliers and a six-inch piece of drip edge that the installer left on the roof. We have offered twice when we were there to get them off but someone told the customer not to let anyone on the roof in the cold because it will cause damage.  She asked us to wait until we did the new drip edge and siding replacement to get them off the roof. The pliers and drip edger are not causing her shingles to lift. The drip edge that was installed did cause the edge of the roof to lift and that will be replaced when the siding is installed. The roof is lifting is several places and needs to be replaced but other than where the new drip edge was installed, the lifting of the shingles has nothing to do with us. We discussed also with the customer that we did not want to have replace the siding that was screwed into without having the roofer there to install new drip edge at the same time. This is to  avoid water going behind the new siding or worse leaking into the roof. The work all needs to be done at once.
  The windows the customer is referring to is a screen that had a 1/8-inch scratch in the paint that had to be reordered twice because the wrong screen was sent from the manufacturer. The window sash being replaced arrived two weeks ago. There is nothing wrong with the current sash other than customer decided she wanted it obscured.
  
  Customer called and stated that the roof was leaking and that the city inspector said that it was because of the new siding. We were originally baffled by the amount of condensation on the inside of the house running down the walls. We provided them with a humidity monitor to see what was going on. It became very clear that the roof was not leaking but the new windows, being more energy efficient than the previous ones, and the lack of ventilation from the roof, is causing moisture to build up in the home. The moisture levels were over 60%. Customer was provided with literature from the window manufacturer showing studies and explaining why the humidity levels would have gone up. We also opened up the crawl space to check on the ventilation for the roof. We explained to them that, at least on the original side of the house with the old roof ventilation, the house was not breathing. The side of the house that is newer and has soffit vents  has significantly less moisture build up. The customer is aware that the water is not from a leaking roof but condensation building up due to insufficient ventilation. 
  
  Customer is the one that brought up the inspector. When we said we had no problem getting a permit they told us not to get one. Based on our experience with them, we opted to pull permits. In ************ you have to schedule with the inspector to pull the permit. After many attempts to reach him, we are still waiting to hear back from him. He is extremely busy and difficult to get a hold of. 
  
  Once the weather clears, all the concerns that pertain to us will be addressed at once.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21310749
  
  I am rejecting this response because: We never said Now Remodeling cannot come out to gather their tools or fix the flashing and shingles. Youll see in the text provided. I was concerned with the wrong flashing and how it caused my shingles to lift during the winter. Now Remodeling informed me theyre waiting for their roofer and siding guy to be available the same day because the siding was too high at the pitch of the house and needed to be cut down then add a facia board. ** kept telling me they cant do their work or gather tools until weather gets better. It is just unprofessional for the siding company guy to toss a piece of flashing across the roof and leave a tool behind. The siding guy was not qualified to properly, install the flashing, due to the incorrect way of installing the flashing and way it was removed is the reason why we have the majority of the ice dam damage and high humidity in the home plus water damage. There is no reason to have NR come out now 4 1/2 months later after damage is done. We have been told by the restoration company not to have NR make any repairs to the home until they do their job. They are more than welcome to come and grab their tool and scrap metal. The scratch screen wasnt the main reason. However, when you pay thousands of dollars for windows I expect no damages. Youll also see in the texts. The ** made a mistake by not ordering obscure sashes. All bathrooms get them normally. We actually ordered for only got one. Inspector told us the Home has adequate vents and windows should not be having conversation on them. Building inspector told us NR never pulled permits for this type of job, and the general contractor admitted he did not know he had to. Building inspector sent ***** the form three weeks ago to complete the permit application. Still never got it back to have the job permitted. I would never tell a company not to get permits. I wanted this home remodel correctly with a licensed crew, especially how much money we spent for this job.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/22/2024

  I already sent my written response. I have plenty of screen shots of texts between GM ( TC) and GB the production manager. However this site isnt allowing me to upload them all. I will try with the top 5. If needed I can email them all to someone. But everything the company responded with was all incorrect. I actually have all the proof. Other witnesses. 

• Initial Complaint

  Date:02/13/2024

  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.

  Aug. 5 2023. Vinyl siding house and garage. Keeping in touch at all time. Work start end of September/Oct. **** finally sends person measurements( think around Nov) That person and ********** referred questions about garage. Supplies work work start est in Nov/Dec. I call **** declined garage not in contract. **** today still refuses to work with me Feb. to include the garage and get materials order. Feb 13 2024 still not willing to resolve the issue. A installer start Feb 19 ************************************************** on getting materials ordered to match the color of the house befor the color materials be discontinued or another backorder for months.

  

  Business Response

  Date: 03/05/2024

  This project is a current project were actively working on. We have been in constant communication with him confirming dates multiple times and reassuring him repeatedly that we will order more materials. Customer is aware of all of this information. We have confirmed the project start date of 2/19 multiple times and that if we need additional siding materials, we will order more. We dont know yet if we will need more materials and it has been made clear that determining whether more materials need to be ordered will happen once our installer arrives on 2/19 and is able to count the material. We have communicated in person, via phone, and email often with this customer. We will continue to move forward with the project and if any issues arise, we will be in communication with him.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21290589
  
  I am rejecting this response because:time out ***************************. Now *** warranty siding fell off
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/07/2024

  Can't send any response 

• Initial Complaint

  Date:01/28/2024

  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.

  On June 2nd we signed a contract with NOW Remodeling to build a pergola on the south side of our home. In the contract we defined the dimensions and construction of the pergola and NOW Remodeling marked and took pictures of where the posts were to be located. They told us it would *********** weeks to fully install the pergola which would put the completion date at July 14th, 2023. It ended up taking them 16 weeks to build a structure that has numerous craftmanship issues, does not meet the dimensions or construction defined on the contract and was built with the posts not in the locations that were marked and documented when we agreed to the contract. The incorrect installation has caused damage to our home (holes in the roof and deck).On October 2nd, 2023, NOW Remodeling came to our home to review our concerns and agreed the pergola would need to be rebuilt but has since been non-responsive to calls, voicemails and emails. We have not been able to get ahold of anyone (attempted to call 4 contacts including the main office) from NOW Remodeling that can provide us an update on our project since October 19th, 2023.To resolve, we would need NOW Remodeling to:1. Rebuild the pergola per the contract.2. Cover 100% of the costs for a 3rd party licensed contractor of our choice to perform the needed repairs on the roof and deck. The repairs will need to return our home to a condition equal to the state before NOW Remodeling caused the damage. This includes no compromise to aesthetics, performance or integrity.3. Adjust the contract amount to reflect the difference in the service they said they were going to provide (install in 6 weeks) when we agreed to the original contract amount vs the service they have actually provided (6+ months without fulfilling contract).

  

  Business Response

  Date: 02/08/2024

  We are actively working with this customer to resolve any issues ********************** is responsible for at our customer's home. The included work that we plan to complete is as follows: 
  
  - Complete installation of missing shade tubes. The correct number was missing from the original shipment from the manufacturer and as soon as this was realized, the additional shade tubes were ordered. 
  - Replace the bottom supports with properly placed supports. 
  
  Regarding the location of the pergola, we are unable to move its location. The location is where our customer requested that it be placed. The placement was confirmed multiple times before the work began.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21211400
  
  I am rejecting this response because:

  The stated work that you plan to complete in your previous response does not fulfil the contract nor resolve this case.
  
  Additionally, you made 2 statements in your reply that are not true. For the sake of resolving this dispute amicably, we will assume that you have mistaken your records and are not intentionally lying or making misleading statements. Please take extra precaution to review your statements for accuracy in future replies so we can have a productive conversation and come to a resolution.
  
  1st incorrect statement:
  You are not actively working with us to resolve the issue. We have not been able to get in contact with anyone from Now Remodeling that has any knowledge of our project since October 19th despite numerous attempts:
  
  10/19: Email to ****. No response.
  10/31: Call/voicemail to ****. No response.
  11/3: Call to ****. No response. Call/voicemail to ******. No response.
  11/6: Call to Now Remodeling office. Was told no one there could help me and to call back the next morning.
  11/7: Called Now Remodeling office and they said someone would call me back. **** from the ************ called me back but he did not know anything about our project. He said he would get ahold of the Tri-cities office and call me back.
  11/9: No response from ****. Called and left a voicemail.
  11/10: Called ****** and left a voicemail. No response. Called **** who said he was working with **** to figure out what was going on and would get me in contact with someone from the Tri ************* that could help us. I still have not heard anything from **** or been contacted by anyone from the Tri-cities office. This was the last communication I have had with anyone from Now Remodeling.
  After weeks of being ignored, we got in contact with Renaissance, the material manufacturer, on 11/30 to see if they could help us get in contact with you. Despite them getting ahold of the owner of Now Remodeling, they refused to put us in contact with you so we could discuss a resolution.
  
  2nd incorrect statement:
  The posts are not in the correct location and we never approved, nor were we asked to approve, any deviation from what we defined and marked with **** (sales manager) when he sold us the pergola. We actively notified multiple contacts at Now Remodeling, including the installers and the project manager, that the posts were installed in the wrong location as soon as it was identified:
  
  9/14/2023: The installers installed the anchor points for the posts. We noticed they looked to be in the wrong location and brought it up to the installers. Their response was Now Remodeling sent them 4 different plans and they dont know which plans are the correct ones and that the design is not making sense to them. They said they were going to talk to the project manager to confirm.
  9/15-9/18: The installers did not show up like they said they would.
  9/18/2023: The installers continued with the install.  The posts were installed at the incorrect location and we brought this up to the installers again. They told us they could not get ahold of the project manager and they are deviating from the plan because it doesnt make sense.
  9/19/2023: We called the project manager (****) multiple times but could not get ahold of him.
  9/20/2023: We got ahold of **** and notified him of the incorrect location. He denied the deviation from the original plan and tried to convince us they were in the correct location. We requested information from ****(pictures that he referenced during our conversation) to confirm they were in the correct location which he has never provided.
  9/28/2023: After a week of not receiving the requested information, or being able to get ahold of ****, we escalated the issue to **** who made an appointment to come to our home on 10/2 to review our concerns.
  10/2/2023: **** reviewed our concerns and agreed the posts (and entire pergola) was not in the correct location, which he marked when he sold us the pergola, and the entire pergola would need to be rebuilt to meet this requirement.
  There are various other issues that will require the pergola to be rebuilt, including the modified skyjacks (which we did not approve) that are already rusting in the modified areas, the incorrect height of the pergola (which is defined in the contract) and a long list of damage and poor craftsmanship issues.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/16/2024

  We are still attempting to work with this customer.  If it becomes a situation where they do not accept our attempts to resolve their concerns we will use our legal counsel to move the matter down the appropriate legal channels. Thank you. 

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21211400
  
  I am rejecting this response because:

  The statements made in Now Remodelings previous response are not true. As outlined in our response on February 12th, Now Remodeling has made no attempts to contact us or resolve this issue since October despite multiple attempts from us to do.
  
  To avoid any further miscommunication, we would like Now Remodeling to share the specific events (date/time and method of communication) they are referring to in their statement We are still attempting to work with this customer.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/05/2024

  We are actively working to resolve this situation with the customer and will continue to be in contact as we move forward with resolution. 

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21211400
  
  I am rejecting this response because:

  The statements made by Now Remodeling are not true. They have not been in contact with us or made any attempt to resolve this issue.
  The repeated vague and untrue statements made by the responder show they are not aware of what events are (or are not) occurring in this project.
  To bridge this gap, we would like them to provide the name and contact info of the Now Remodeling employee they believe is working with us so we can initiate a conversation with them to resolve this issue.

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

  

  Business Response

  Date: 04/22/2024

  As the customer is aware, both his and our legal teams are handling this issue moving forward.

• Initial Complaint

  Date:08/21/2023

  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.

  Now Remodeling installed ProVia siding on my home last year. Within months part of the siding failed. They replaced the siding last fall and by June the siding had failed again. I have been in communication with the Production manager since then and they have not resolved the problem. His last communication stated Im not sure how to help you at this time. Obviously the product is faulty, the warranty is not being honored and I have no credibility in the product or the company that is installing it. I paid for a durable product and the front of my house looks awful!

  

  Business Response

  Date: 08/22/2023

  After researching our communication with you, it looks like we have been actively pursuing a resolution to the issue with your siding since the beginning of summer. We took steps to repair the siding but when the issue returned, we began looking for alternative ways to solve this problem including reaching out to the manufacturer. It looks like we have had consistent communication with you throughout with our last communication being as recent as yesterday. Please continue to have patience while we work resolve this issue for you.

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20504425
  
  I am rejecting this response because:
  

  I do not get good communication and have not received a plan to resolve this. This has been dragging on for weeks and when I text that I am very frustrated, I do not receive a response for a week and the response is they dont know what to do. This is not acceptable.

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

  

  Business Response

  Date: 08/25/2023

  We're sorry that this is how you feel about your experience. We will contact you further in regards to this issue while it's being resolved. 

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20504425
  
  I am rejecting this response because:
  It has been 2 months and no solution for the problem. A solution should be happening. Just being told to wait month after month is not a response./

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

  

  Business Response

  Date: 08/30/2023

  Hello ****, per the voicemail we left you yesterday (8/29 at 8:18am), your unique sitution continues to be a priority for us. We have have been working with the manufacturer to schedule a time for their Pacific Northwest rep to visit your property from out-of-state and help determine why this issue persists. As stated previously, we will continue to be in communication as we work to solve this issue. Please feel free to reach us by calling ************** or emailing us if you have further questions as we work through this. Regards, NOW Remodeling

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20504425
  
  I am rejecting this response because:
  an appropriate response is not just be patient and wait. Please stop with this type of reply. It solves nothing. It has been 2 months. It is time for a solution. This obviously is getting nowhere. My next step is file a complaint on your contractors license.
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/05/2023

  Sometimes action on the part of the business may look like inaction to the customer. Our production manager has been working to schedule a meeting with multiple representatives from the supplier, manufacturer, distributor, and our company to meet with you over the last month - and we're happy to have scheduled that with you for the 12th of September.  As was explained previously, this meeting is something we knew would take a little while to arrange since multiple representatives are coming in from out of state to meet with us and you. We are proud to be a company that will go to these lengths to solve problems for our customers. We are hopeful that with the combined expertise of the group meeting with you on the 12th of September, we will be able resolve your unique situation. Unfortunately, using a public platform to have this discussion wasn't able to speed up this process since we were already doing all we could on our end to find a solution. Feel free to reach out anytime if you have questions along the way.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20504425
  
  I am rejecting this response because:

  The lack of acceptance of responsibility for this problem is amazing! You are taking all of these steps and without communicating what you are doing and Im just supposed to use my intuition to know that steps are being taken. And because you supposedly have done all of these wonderful things behind the scenes it is my problem for taking this to a public forum. Shifting the blame like this is insulting.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/30/2023

  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.

  Job started on 3/21/22 and ended on 4/28/23. Deposit of $13,750.00 was made on 3/30/22. NOW Remodeling LLC was to install new OwensCorning 50 year warranty roof using all OwensCorning components with a OwensCorning certified installer. NOW Remodeling hired a subcontractor, Durable Roofing, who was not OwensCorning certified and used non OwensCorning components which voided our warranty per ***** *********************************** sub-contractor also damaged our roof, landscaping, concrete, gutters, siding, and attic venting. We are now repairing ,under contract with a certified company, the roof, gutters, and attic venting at a cost of $62,022.00. This does not cover the landscaping, concrete, and siding damage. NOW Remodeling offered to re-roof our house using the same subcontractor who is still not qualified to roof houses. The offer was turned down by **. We told NOW Remodeling to give it to their litigation ***** **************** ***** ************************* **************************** Roof Inspector ************************* ************ ************************

  

  Business Response

  Date: 06/06/2023

  We wish we could say that we're surprised to see this complaint come through - but, based on our interactions with this customer throughout the course of the project, were not. NOW Remodeling has always been willing and ready to rectify any issues that *** arise on a project but, this particular customer will not allow ** to do so. Because of his insistence on not only having a free roof, but also directing racial slurs towards our installers and physically assaulting our production manager, this is now being passed on to our legal team. NOW Remodeling has a commitment to serving our customers and performing excellent work on every job. We have been blocked from the ability to do so with this customer at every turn and will not be bullied into giving away a free roof because of a negative review. We deeply appreciate our customers and are grateful that this type of interaction is extremely rare.

  Customer Answer

  Date: 06/15/2023

  Complaint: 20122588
  
  I am rejecting this response because: 

  NOW Remodeling was the General Contractor on this job which makes them totally responsible for everything. They broke the contract by not using ***** Corning components, I have physical evidence. We told the project manager but they continued. They broke OHSA laws, I have photographic evidence. They never pulled a building permit with the City of Eagle per the Eagle ************** They used non-certified installers per ***********************. I asked the project manager if he spoke Spanish because the undocumented installers did not speak English and I don't speak Spanish. He did not. All of which voids our 50 year warranty per ***** Corning Rep. WE never asked for a free roof job. Last time we talked to the NOW Remodeling project manager he offered to send out the same non-certified installers to redo the roof which was unacceptable. We told him to give this problem to NOW Remodeling litigation department to resolve this issue. We ask for our deposit back and a settlement for damages, roof, concrete, landscaping, siding, and gutters that they think is fair. There has never been a physical assault with anybody on this property or anyone employed by NOW Remodeling or their sup-contractors. That is a lie. Should their legal team wish to proceed with legal action I look forward to showing over 400 pieces of evidence to a Judge. 

  ***************************

  

  Business Response

  Date: 07/06/2023

  It's unfortunate that this customer continues to blatantly lie about this situation. We fully disagree with his response and refer back to our first response to this customer:
  ********************** has always been willing and ready to rectify any issues that *** arise on a project but, this particular customer will not allow us to do so. Because of his insistence on not only having a free roof but, also directing racial slurs towards our installers and physically assaulting our production manager, this is now being passed on to our legal team. NOW Remodeling has a commitment to serving our customers and performing excellent work on every job. We have been blocked from the ability to do so with this customer at every turn and will not be bullied into giving away a free roof because of a negative review. We deeply appreciate our customers and are grateful that this type of interaction is extremely rare.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20122588
  
  I am rejecting this response because:
  

  
  Complaint: 20122588
  
  I am rejecting this response because:
  
  It has become obvious NOW Remodeling does not wish to settle this matter through the BBB. They continue to distort the truth. The only NOW employee we ever spoke with was ***********************, Project Manager. We never asked for a free roof. They broke the written contract 3 times and the verbal contract several times nor did they acquire a building permit with the *************. They hired a sub-contractor, Durable Roofing, that does not have a business license to operate in the **************, per the BBB, and was not OwensCorning certified and did not use OwensCorning components which voids our warranty. We are asking for our deposit of $13,750.00 back and $5,000 in damages to our property. This is not going away until we have been reimbursed our losses. Being that they do not wish to settle this with the BBB we ask that the BBB give then an F rating. We have now filed a complaint with the ***** State Attorney General.   

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

  

  Business Response

  Date: 08/01/2023

  We strongly disagree and reject the latest response, and this has now become a legal issue. 
  
  

• Initial Complaint

  Date:05/26/2023

  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.

  On 11/23/22, a sales mgr. came out to my home to give me a quote for gutters. I was quoted $3,780 for 85 ft, which included 2 down spouts and a connecter to support the gutters further. so I pd $945 dwn. I was told that they would be out the following week. 3 wks later, I hadn't heard anything so I called and was told that due to the weather, they couldn't install it.My porch was getting wet from my leaky gutters.I called *********************** to let him know that I didn't want them anymore and I wanted a refund.He said I signed a contract and could not get a refund.I told him that my brother said I only needed it along the garage and porch.****** said he would come out to measure and give me a new quote.e called to tell me that I would need 35' and it would cost $2835.I told him it was too much because it was 50'less and only one downspout.He stated that it didn't work that way so I could pay that or the orig. quote. It was installed on 1/10/23, almost 2 mos.after signing.At the first rain/snow fall, I saw that the gutters were leaking. I called ZIrvan, prod. mngr.and he sent the installer out agin, a few wks. later. They continued to leak so ****** told me to call the installer, ****** I was told that there was nothing more he coould do.I have been calling *************** and they will not return my msgs or texts.I want a full refund.

  

  Business Response

  Date: 06/01/2023

  We are sorry to hear that your experience with us here at NOW Remodeling was not what you expected. After signing a contract with NOW Remodeling and making a down payment for the Gutter Installation, you requested to cancel the binding contract. We were unable to do so but instead worked with you to change the project to a smaller scope of work. Once the work was completed, we spoke with you and returned once hearing that the gutters were leaking. We found that this issue was not the gutters but that the roofline of your home was missing the typical shingle overhang, causing water to leak behind your roof flashing and run down the outside of your home behind the gutters. We communicated our findings to you and offered a few solutions: First to add blocks behind the gutters but, we let you know that this wouldnt completely solve the issue. Second, that you could reach out to a roofer to repair your roofline. We went ahead and added the gutter blocks as a courtesy to you. Once the roof is repaired, the gutters will be able to catch all the water running off your roof. You also mentioned that you were unable to reach us but, we had the same experience with you. We called many times and left messages before finally receiving a response from you. 
  
  We would be happy to come back to look at your roof again, see if there are any repairs that we can make for you, and give you a quote for those repairs. 
  
  Please feel free to call or email us at any time if you would like to discuss further. We will continue to try and help in any we can.

• Initial Complaint

  Date:02/08/2023

  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.

  *********************** came to my house and sold my husband and I siding for our house. We applied and gave $1,000 down payment. It was in June of 2021. My husband passed away on March 17, 2022. I called about my siding multiple times the summer of 2022 and was told it should be 90 days away. I am the next house on the list. The fall of 2022 still no siding. I tried to call again and got no one to return my calls. My daughter **** called because at this time, the siding still has not been completed by Christmas. **** called and spoke to ***** and asked for my $1,000.00 to be refunded and ***** explained that a new credit report would need to be attained and that I could choose a different siding as the original siding I chose I could no longer get as there was a tooling issue in that plant. ***** stated that he has tried to stop by multiple times. **** explained to him that I am always home or her son is always home, so that can not be possible. ***** said that he would call her back regarding the refund. On February 8, 2023 **** called ***** again regarding my refund and ***** said that the refund is not going to happen as that money was used up for all the trips that they made to my house to take measurements and for wear and tear on the trailer. They haven't been to my house but one time and that was the initial visit to my recollection. If they would have been more diligent and would have been more honest this could have been resolved almost immediately with either a different selection of siding or a refund in 2021 instead of ignoring the situation for almost 2 years. This is horrible customer service. I am requesting my down payment to be refunded.

  

  Business Response

  Date: 02/14/2023

  This was an internal misunderstanding that has been resolved.  Thankfully ************* and her daughter ***** were understanding about the mistake.  The deposit check has been issued and mailed.