ComplaintsforEnvision Remodeling LLC

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with **** ****** of Envision Remodeling for remodeling work on three bathrooms at our home at *** **** *****, Richmond, KY on August 18, 2021 and made a $10,000 deposit (total contract = $20,835) at that time. Per contract, work was supposed to begin within 12-14 weeks. The company initiated no communications with us after the contract was signed and the deposit was received. We contacted them multiple times during the fall of 2021 about a start date, and in early January 2022 we were finally informed that they would "fit us in" and work would begin January 24; work was projected to require 7-10 days.' Work began on January 74 and ended February 12. So with communication initiated exclusively *** our part, work started two months late (with the deposit in the company's possession for 5 months total) and went twice as long as stated. The quality of work was substandard in each bathroom, as described below. In general, workers consistently lacked necessary tools and knowledge (including licenses for plumbing and electrical work) required for successful completion of the jobs. Hallway Bathroom Shower: One acrylic shower wall was installed backwards and wasn't noticed until we pointed it out. Another panel was then installed over the backwards one, reducing the shower's width. The front wall of the shower originally had a void, which we pointed out. The wall was peeled back, and material was . added behind in an effort to correct the void. This caused a bow to form in the wall, which was not fixed at our request. The bar on which the doors are mounted still has too much tension, causing a dent where the bar meets the wall. Because the wall is not plumb, the sliding door is not level and won't stay open. The caulking job around the entire shower was sloppy and unsightly and needed to be re-done but was not. The stationary door had a gap of 1A inch at the top and 1/16 inch at the bottom. The company refused to address these issues, and we did not trust the quality of their work enough to have them attempt further repairs. So in April 2022 we hired other workers to install molding and a metal strip to partially hide some of the sub-par Work on the shower. Toilet: The toilet was not properly connected to the floor and was loose. In late March 2022, it began to emit sewer odor. We hired a plumber who had to remove and reseat the toilet properly. Sink: The sink was leaking underneath into the vanity at the time work ended. We pointed this out, and an Envision worker came to address the issue. He installed a new plug and seated it with silicone caulk. This did not resolve the issue, and in March the caulk was removed and plumbers' putty was applied to resolve the leak. Master Bathroom The original floor was not removed before the new floor was installed This caused problems with the toilet not seating properly and being loose. In March 2022, we hired a plumber to remove and reseat the toilet properly. Basement Bathroom Three attempts were made to remove and install new flooring. Damage resulted to outside flooring, walls, door jams, and decorations during these attempts. I he final attempt resulted in some improvement but was still sub-par with threshold gaps and large gaps under door jams. On the third attempt, the pedestal sink was not re-installed close enough to the wall with a large, unsightly caulked gap, and in April 2022 the sink was removed and repaired by other workers. As in the case of the other two bathrooms, the toilet was loose and improperly seated. This was also corrected in April 2077. Note: It should be noted that the above are only the major issues which we have paid to correct to date since Envision completed work. Numerous additional problems happened during the project, including damage to walls, flooring, and floor transitions. Young children vei e hi ought to the worksite rnuitiple times and left unattended. The company displayed a general lack of respect for, and failure to communicate with, us as clients. The owner bullied and manipulated to get the approval formed signed and secure a check for payment. When more sub-par work became apparent after an initial check was written and we stopped payment on the check, the owner refused to do any additional repair work and threatened a lien on our property unless a new check was written.

  

  Business response

  08/03/2022

  We have given this customer multiple discounts already on their job that we installed about 6months ago. It was completed to their satisfaction and they signed a completion form. We are not responsible for any work they chose to do on their house after we completed our work. 

  Customer response

  08/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:  No discounts were ever provided.  The small amount deducted from the total bill was either for work not performed at all, or for damages done to property.  The sign-off was coerced through bullying and manipulation.  The owner refused to return and fix problems and threatened to place a Lien on our property unless a payment that has been cancelled was re-issued.  The problems we later paid to have fixed, for which the business is absolutely responsible (proper seating of toilets and sink; installation of shower trim to cover unsightly and leaking work), were discovered after the coerced sign-off.  These are problems that clearly should have been evident to any competent remodeling business owner and corrected before attempting a sign-off agreement.  The only fair settlement, and the minimal we are willing to accept, is payment of the amount documented in the original complaint.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had our master bathroom remodeled, finished July 1, 2022. Several issues with how the salesman measured, including the free standing shower glass, we were led to believe there were only 2 size’s available and when the glass was installed and then the shower head we could see that the glass was not wide enough and the whole bathroom floor would get wet. The reason for not choosing the wider glass was the salesman measured where the glass would come to and where the shower seat would come out and be hard for us to get in and out of the shower. This was not the case though after the installation as the salesman initially did not measure properly nor did he guide us in making the proper choice for the width of the glass. We did pay the total due in cash, half upon signing the contract and half when finished for a total of $12,800. We have tried several times to talk to the owner ***** ******, leave messages but never receive a call back. Today 7/17, ***** actually picked up the phone and tried to discuss with her about not being guided in the right direction with the shower and all she offered was a new shower head?? We countered by saying we would split the cost of the new glass and ***** said “no”. In the next breathe she admitted to problems like this from her staff and now she is out doing the salesman job.The cost of getting a longer glass according to ***** would be $1,100 and that would not include installation. After spending almost $13,000 on this remodel we are not willing to pay as we feel we were misled by the salesman. We do not wish to have any further dealing with Envision and plan to purchase the glass on our own and have it installed, which will cost us approx $500. If possible we would like to recoup the cost of the new glass from Envision. Just a note, when the shower was used for the first time, the lines for the water were not secured and we had water on the floor and wall behind the shower and the brackets that held the shower glass leak

  

  Business response

  07/19/2022

  24” is the minimum you can order a fixed glass shower panel and it’s what the customer wanted and what we installed per the contract. Myself and my staff have tried to work with the customer to resolve this issue. He can purchase a new fixed panel from us or he can buy one from another vendor if he is not satisfied with the choice he made for his shower. 

  

  Business response

  08/03/2022

  Our installation manager gave the customer several options before installing the glass. The customer said that he wanted to go with the option that he chose. I spoke with him about replacing the glass at our cost and he said he could get it done cheaper. The bathroom was completed per the contract. 

  Customer response

  08/11/2022

  Better Business Bureau:

  We would like to reject the offer of Mediation for complaint ID ******** as we don't see any point in going forward.  The owner made no attempt to accept the offer to view the installation as indicated in our first correspondence with our final payment nor even try and talk to us as asked.  It is obvious that she doesn't care what happened or that her company didn't and doesn't communicate.  All she is interested in is getting her money regardless of the satisfaction of the installation with the customer.  We will share our experience with others.

  Regards,

  ****** & ******* ******

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first of December 2021 I contract what I thought to be a reputable company to remodel my master bathroom. **** came to my home and we made several choices on the materials that was to be used for my bathroom design. I was told the company would be installing my bathroom in 16-18 weeks which would have been the end of March, first of April. I called the company and spoke to ****** who told me they were running a little late but would be installing my bathroom the end of April, first of May. When the end of April passed and May was here I called again only to learn that they had not ordered the parts to do my bathroom yet and was told it would be another 5-6 weeks before they would have the parts and the bathroom would be completed which would make it mid June. In December I made a $5000 deposit to order materials and secure my timeframe for mid-spring. I purchased a vanity, lighting and mirror along with toilet as was required by me on my end to be ready for the install in April. This furniture has taken up a room in my home making it unusable until the bathroom is completed. I feel that I have been scammed and that I have lost $5000 since the parts were not ordered and the date keeps being put off longer and longer. Because of this I've called several times and asked to speak to the owner of the company but she will not return my calls. Being a woman owned business was the reason I went with this company to begin with but I have learned that this was not an advantage as the owner won't acknowledge the bind she has put me in or return my calls. Very unhappy with the company and will not recommend them to anyone moving forward.

  

  Business response

  05/04/2022

  The client spoke with our installation manager on 5/2. He explained to her that the manufacturer is behind and that her order has been placed. The installation manager informed the owner that the concerns of the customer had been satisfied and that the situation was taken care of. The owner will be reaching out. If the client prefers not to continue buisness with our company we will issue a refund of the $5000 deposit because we are not a scam company.

  Customer response

  05/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As explained to the owner when they did finally call, I do not want a refund, I want the job finished before my wedding in June. Placing the order in December then being told the parts were not yet ordered was very disheartening since I have been waiting for now 5 months for the install. Verifying this is not a scam but customer service could definitely have been better.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed a contract with Envision Remodeling on 7/1/21. I was promised a completion date of 8-10 weeks (August 26th to September 29th). That date came and went with no contact from the company. I contacted Envison and asked for a second completion date. I was given a second date and that time came and went with no contact from the company. I contacted Envision and was given a third completion date. The third date came and went with no contact from the company. I contacted Envision and was given a fourth completion date of 12/17/21 under the condition if they didn't keep this date my deposit would be returned in full within 3 business days. Again this date passed and I had no contact from the company. I contacted them to make arrangements for my deposit to be refunded in full. They asked for me to set up a 5th completion date. I declined and told them I was promised my refund in full if they didn't complete their 4th promised completion date, which they didn't. Now they are saying my deposit is nonrefundable. I have kept my commitment to them and now want them to keep their commitment with me and return my deposit of 12,500 in full.

  

  Business response

  05/17/2022

  Business Response /* (1000, 6, 2021/12/20) */ We are very sorry that we couldn't install the product sooner. Covid sickness and shipping delays are unavoidable. We are now ready to install as I have made Mrs ******* aware. We never committed to an install date until today (12/20/21) when I knew we could actually get the product and the team to install it. We are ready to install whenever she wants. Consumer Response /* (3000, 13, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Below is the conversation I had with ***** at Envision Remodeling LLC. I was willing to give her a 4th chance to keep her promise under the below conditions. ***** agreed with these terms. I sent the email the day after we had the conversation. She never contacted me to dispute any of the discussion. Again, on the 4th commitment ***** never contacted me and missed the promised deadline. I understand Covid has been a problem but being unwilling to display any commitment and communication with a client isn't a Covid issue its a business and respect issue. All I am asking is that she keep her promise and return the deposit. At this time, she has broken all trust by making promise after promise and never keeping them, never rescheduling and never even contacting me after all 4 failed completion promises. The only time she contacted me was after I called to ask for my deposit back. She stated that the 8-10 weeks was only an estimated starting date and implied she had an unlimited window of time to do the job. I made a commitment to ***** and feel like she has made no commitment to me. Just keep your promise and return my deposit. This is the email I sent to document our conversation the day after our discussion. She had this email approximately 2 weeks before the deadline to complete the project. She never disputed nor disagreed with anything are email after I sent it to her until she missed her 4th deadline and I asked her to keep her promise. I appreciate that your willing to commit to starting the job within the next two weeks (By December 17th) and to complete within the promised 2-3 days. If you're not able to keep this 4th promised commitment date I will want my deposit refunded in full within 3 business days. I have been very flexible and understanding but I do need to get this job done. As a reminder the house is an airbnb so you will need to schedule the start date with me. Thank you for your time.

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