ComplaintsforSir Home Improvement, Inc.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the beginning of the bathroom renovation, *** home was disorganized and they had a saleswoman quit and a project manager quit resulting in zero communication from the company. It took almost a year from start to completion to make this renovation happen. There were so many changes that occurred and bad news. I considered ending the project, but since I had already invested so much time and patience, I continued with the renovation. The trim installed by the bath tub was left unfinished. I was told I would need to paint it myself. This was not part of the plan. It was all supposed to be white acrylic and I was not supposed to have to paint anything. I follow up several times, it finally gets painted and looks unprofessional. Painters tape is left on it that I had to attempt remove with a razor (painter said I would have to do that myself) and it still looks horrible. I followed up and spoke with ***** who was not friendly and told me that there was nothing *** home could do to help. I was disappointed with how she failed to handle my concerns, so I contacted sir home improvements again and never heard back. I left voicemails and sent messages. After calling several times and demanding to speak with someone who could help with warranty questions, I finally got Anthonys phone number. This was a disappointing conversation where I was told to send him a text, so I did that. Had to follow up since I didnt get a response. Then was told that he wasnt sure what he could do for me and that theyre booked out three months. Then he never responded to my next message. Extremely disappointing. I gave it two months to hear back. Still no resolution to the issue. I paid over $10,000 for this renovation and it looks awful. There needs to be something done to reimburse me since they dont have the customer service and time for this project. I have been patient with this project and I didnt want to have to resort to BBB, but this may be the only way to get some assistance.

  

  Business response

  10/08/2024

  Good morning, I apologize for the inconvenience with this issue, our records show that our operations manager reached out multiple times to attempt to address this issue with you. There is no paint on the contract and that isnt something we usually do. If you would like to send over pictures of the trim, we can reassess.
  
  Please send these pictures to ************.
  
  Thank you 

  Customer response

  10/14/2024

   
  Complaint: 22388936
  
  I am rejecting this response because:

  That is incorrect information stating that someone tried to reach me several times. I respond to texts and calls/voicemails promptly and there were no calls/voicemails and I did not receive a response after following up over text. I have already emailed and texted several photos of this issue, so it should be in the business records. I will be waiting to hear from management or the owner with a professional and formal email or phone call. 

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

  

  Business response

  10/22/2024

  Thank you so much for your patience and we apologize for any inconvenience we have caused. According to our records, we were able to fix the issue on 10/21/2024. If this is incorrect or if you have any other concerns, please contact our office at ************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our bathroom was never finished. After several attempts to contact customer service and being transferred to different employees with no resolution, I am now working with an attorney to receive a partial refund or settlement and to have the bathroom finished. The parts fall under the warranty, so sir home improvements needs to finish the job. It has been the worst customer experience I have ever experienced. I could go on and on about the experience from the start all the way up until the project didnt get finished. I dont understand how they are in business, this is illegal to take customers money and then not provide the services.

  

  Business response

  08/26/2024

  Thank you so much for reaching out to us. We'd really like to get this issue resolved for you but unfortunately, with the lack of information you have provided, we are unable to find you in our system. Can you please provide us with the address on the account or at least a phone number that we would have on file. If you still have your original contract, all the information will be on that. Once we receive that information, we'd be more than happy to give you call so we can get this taken care of. Hope to hear from you soon! 

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My new shower rod broke and pulled off the shower wall. My first issue is that the salesperson told me the shower rod was going to be installed in the wall studs. That is not true. The shower rod spring broke and needs replaced along with the self stick shower ******************* that ripped off the wall.

  

  Business response

  08/21/2024

  Thank you so much for your feedback and we apologize for the inconvenience. We have ordered a new shower rod, and it will be sent to you directly. You should receive the new one in 7-10 business days. If you do not, please reach out to me directly. Enjoy the rest of your day. 

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

  Operations Manager

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

  Customer response

  08/23/2024

   
  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.
  
  Sincerely,
  
  *******************************

  Customer response

  09/13/2024

  I have received nothing as promised - my shower rod is still not fixed and I have been in the hospital with a heart condition and now at home I need my shower fix. 

  Customer response

  09/16/2024

  I have not received a new shower rod and I have called as the ops mgr requested and still nothing.  The complaint has Not been resolved.

  

  Business response

  09/16/2024

  Good morning. We do apologize for the inconvenience; the shower rod was delayed in shipping with the manufacturer and is scheduled to arrive on 9/17. We have you scheduled for someone to come out and install it for you and you have confirmed for this. Please don't hesitate to contact us with any more complaints. ************

  Customer response

  09/16/2024

  I received a call - they are supposed to be here tomorrow to install the rod

  Customer response

  09/16/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a walk in shower from them last year, They waited 6 months to come back and fix our wall that they were going to leave unfinish, then we were having issues with the one door water was leaking under the door onto the floor, took them 3 months to fix that, Our recent issue is a month ago, I just got out of the shower and a second after I did the shower door shattered, all over the shower, and the floor. We called them to tell them what happened, and they tried to say at first that we broke it by hitting it with something, they came out and cleaned the glass out of the shower, but they left glass in our drain. And when we call to find out what is going on , we get the run around. No one has called us to let us know that they ordered the door, and when they will be putting it in. Every one keeps telling that they weren't told what was going on, and they will get the issue fixed still as of June 26th we have to shower door , and no calls from them

  

  Business response

  07/03/2024

  ************,
  We deeply regret what has happened concerning your shower door.  As I explained to you, it is very unusual for a shower door to shatter on its own.  However; soon as you notified us of the incident, we sent out a technician the very same day to clean up the glass and install a temporary shower rod.  That allowed you to still have use of your shower while we await your new shower door.  The new door was ordered the very next day and we are awaiting its arrival.  We will be out to install it as soon as it comes in.  Again, I apologize for any inconvenience this may have caused. If you have any more questions, please reach out to me directly, ************************* Operations Director ************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 2/3/2024 we signed a contract to complete 2 bathroom remodels for $30,000, we put a deposit down of $15,000. We had 3 business days to cancel the contract. On 2/6/ 24 we sent an email and canceled the contract. On 2/10/24 we signed a document releasing everybody from the contract. We have spoken with ***************************** three times (Sales representative) I have called the office and have tried to get hold of someone in accounting and it goes to voicemail and I have left several messages and have not had a return call. Per the contract it states all funds will be refunded within 10 business days. They have been unresponsive and we are 3 weeks past the cancellation and the funds have not been returned. I have attached a copy of the contract and the email canceling the contract.

  

  Business response

  03/06/2024

  Dear **************, I am very sorry to hear about this problem. I have personally followed up concerning your credit card transaction and it was reimbursed on 3-4-24. I am sorry to hear you didn't get the refund sooner but there was no interest or penalties charged to your account. I do post my direct phone number *************) online and I am always available if you have any further issues or concerns. I hope that when you have handled your medical challenge's we can help you with the bathrooms. I am also sending you an Amazon gift card to the email you've provided us, for your inconvenience. Please feel free to contact me at any time if you have further questions or concerns.

  Sincerely,

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

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

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

  Customer response

  03/11/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mom and I were lied to by the vice pres. He said Of SHI. ****! On 12/6 I would be approved at 6.99%at $170 mo. or not approved at all! **** convently Couldn't show me the contract, but could find the boxes to sign! I Called mom she put $5,000 down because I was approved by Green *** for only $****** but at 10.99%at $240 a month! He knew that before I signed! I was approved for at $****** so I called my mom back he explained to her $743.40 more!! Nothing was said about the change in the interest/monthly payment! I found out when I received the loan paperwork from Green *** weeks later! **** knew I couldn't see the contract with the pdf. My phone wouldn't pull it up he said! He seemed to find where I sign on his tablet, RIGHT ABOVE THAT SAYS NOTHING VERBAL IS PART OF THECONTRACT? ************************ purposely lie to get a contact signed! Also arbitration name/number on the contact that I received on 1/5/24, along with a addendum dated 1/3/24! They purposely make sure you can't cancel! ******* came 3 days in a row!? Jan3,4,5 of Why didn't he bring addendum dated 1/3/24? I finally received copy of the contract and addendum Jan 5th, gave me a discount?? Lied again at *****% for 10 yrs $175 month doesn't calculate correct payment! **** knew I was on disability, I was MISLEAD, MANIPULATED , TAKEN ADVANTAGE OF,MENTALLY CHALLENGED, INTENTIONALLY LIED TOO, also my mom! ******* said you signed it! Goodluck! First contract has no information,just that I was approved for ******, Says I put $5,000 wrong on contact! I had to call my mom twice she was helping me with the $5,000 down payment! He lied again I got approved by ******** at $****** he needed ****** more from her! WE WERE STILL BOTH TOLD 6.99%AT $170 MO. OR NOT APPROVED! He COULD HAVE SHOWED ME THE CONTRACT,NEVER TOLD US APPROVED AT A DIFFERENT RATE EVER! LIED AGAIN, IF I SAW WRITTEN DIRECTLY ABOVE WHERE I SIGNED, THAT NOTHING HE SAID MATTERED! HE COULD LIE AND DID LIE TO GET IT SIGNED!! PATHETIC!! NOT WELCOME BACK!!

  

  Business response

  01/15/2024

  Hello *****,
  This is what happened. The original contract was for $20,734.40. $5,734.00 was given as a down payment leaving a balance of $15,000.40 that needed to be financed. Unfortunately, we could not get the interest rate  that was promised, the best we could do was a ten year ****% loan. I decided that because you were promised a monthly payment of $174.00 we would discount your project by $2,734.40 in order to get to that payment. A new contract in the amount of $18,000.00 Minus the original down payment of $5,734.00 was authorized, leaving a balance of $12,266.00 to finance. Payments would be $175 per month. I understand that you now dont want to proceed with this option so I have canceled your order.  Please contact me directly with any questions or concerns.
  

  Thank you and sorry for any inconvenience.
  *************************,
  President Sir Home Improvement.
  ************

  Customer response

  01/16/2024

   
  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.
  
  Sincerely,
  
  ***********************

  Customer response

  01/16/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company with whom I have NEVER had any business keeps calling my home phone often multiple times a day for over a year. My phone number is registered on the government"do not call list" and still they constantly call. Horrible company and as far as I am concerned should NOT be considered as a legitimate business.

  

  Business response

  07/31/2023

  You have been placed on our Do Not Call list. Thank you. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Shower replacement several years ago. At that time they said repair of any problem, The Installation work they did was excellent. My complaint is about their repair department. 3 months ago and told them that we needed to have ********* on the shower door replaced, we had left it on their answering machine. Did not hear back from them. Called several more times with same result. When we did finally reach them, they asked us to take pictures of *********, which we did and sent them to them. No answer from them. Called again and was lucky enough to reach them. Appointment was set up. When the service person arrived, showed him what the problem was. he stated he did not have the needed part. He took more pictures and left. We thought he would get the part from service department and return at a later date. Did not return or here from the company, Called again was told they were having trouble from the manufacturer, We have heard nothing back from Sir.

  

  Business response

  07/06/2023

  Shower door part has been ordered, ETA of delivery has been received. Service appointment is scheduled, waiting on homeowner to confirm date for resolution. 

  Customer response

  07/12/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a wall of windows from Sir Home Improvement on 12-4-14. This is a service company and they installed Sunrise windows. I will also file a complaint on Sunrise. These windows were $13,000 and came with a lifetime warranty. The warranty states" your new Sunrise windows systems are backed by a comprehensive warranty package that covers any material defects and any accidental glass breakage, for as long as you live in your home." These windows have blinds in the middle and are leaving marks in between the glass, and several of the seals are broken. I have reached out to both Sir Home improvement and Sunrise windows. They both have told me that the windows are covered however state that I am caught up in a supply chain issue with the blinds. I have told them that I was never satisfied with the blinds, and that I would like them replaced without the blinds. They stated that it would cost me extra!?!?!? The blinds that they sold me were to be operated with a slider but when they came and installed them they had the strings that you pull. 4 of the windows would require me to climb a ladder to operate that kind. It was winter and they had my windows out, I did not know the issue with until they started putting them in. Not sure what I was suppose to do at that point, so they put them in and I complained at the time. I have been keeping notes of me conversations with them since November 2021 and still no resolution. I have been more than patient!

  

  Business response

  05/10/2023

  There was a message left on 2/3/2023 stating that we have 4 glass packs for you and what days/dates work best for you.  If you could call/text at ************ we will definitely get these scheduled for you.

  Thank you so very much and have an amazing day.

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

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SIR Home Improvement has been calling me daily for OVER A YEAR AND A HALF. I spoke to them briefly about a project that they then told me they could not complete for me. I have told them multiple times that I am not interested in their services and that the project has been completed. They call daily. I have told them multiple times that I want to be removed from their call list and am still being flooded with calls.

  

  Business response

  05/10/2023

   A message has been sent to the manager of that department to put you on the Do Not Call list.

  Thank you 

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

*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. ↩