ComplaintsforArnold's Home Improvement, LLC

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The facia has started to pop out from under the overhanging part in 4 different places so far and is under warranty. I sent an email to the owner with pictures at the end of September and he ignored me. In October I forwarded this email to the salesman and he ignored me. In November I called and the person in charge of warranty work told me someone will contact me in 1-2 days about getting this scheduled and no one called. In December I called back and the person who was in charge of warranties connected me to another person who was in charge of warranties and this time it went straight to voice mail. It is now January and haven't heard from anybody and am waiting to get this fixed.

  

  Business response

  01/22/2024

  Goof afternoon, I have received your complaint regarding your fascia metal separating from your house in 4 different areas. I have scheduled an appointment with you and my warranty project manager Walter for Thursday 1/25/24 between 7:30am-9:30am. I do apologize for this issue not being resolved sooner. If you need any immediate assistance please feel free to reach out to me directly at ************. I am looking forward to resolving this matter for you.

  Sincerely,

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

  Customer response

  01/22/2024

  
  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

  03/18/2024

  [BBB Transcription via Duplicate Complaint]

  Same as the last complaint I'm still waiting for them to repair my fascia, been trying for 6 months now. In January when I filed my last complaint they contacted me right away and set an appointment with a guy to look at it. We walked around the house and he agreed there were problems and he would be out the next week to fix them. He gave me his phone number and told me to call if I had any questions or concerns. He was very polite that day. The weather was hit or miss for awhile so didn't think anything about it taking longer. But after 6 weeks of waiting I try to call and get an update and every time I get the message the number doesn't have a voicemail set up so please call back later. After 3 days of trying I emailed the company to tell them what I was going to do and this is the complaint.

  

  Business response

  03/18/2024

  I apologize for the inconvenience. My warranty project manager did come out to repair your issue a few months ago, however he was unable to reach the siding at the peak of the property because his ladder was too short and forgot to schedule himself or someone else back out to make sure this was taken care. I am sending someone out to there later this afternoon to get this done for you. My sincere apologies. Please feel free to contact me directly if you need anything.

  Sincerely,

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

   

  Customer response

  03/18/2024

   
  Complaint: 21177296
  
  I am rejecting this response because:
  I did notice the gutter was fixed and today the original fascia that I sent you pictures of back in September was fixed also, I appreciate that. But there are two new spots that have popped up since September that I pointed out to **** as we walked around the house and he agreed those needed fixed also. If you are willing to get with me about these spots and take care of it in the near future I will be willing to sign off on this complaint.
  Sincerely,
  
  ***********************

  

  Business response

  03/19/2024

  There was a full walk through on your property and everything to our knowledge has been taken care. However if you would like to contact me directly to discuss the items that are apart of your warranty. I can schedule to have a technician return to complete the repair. Please feel free to contact me at ********************

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

   

  Customer response

  03/19/2024

   
  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

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we signed our contract we did so because of the timeline given to us by the salesman for a bathroom remodel. We were told it would be finished in November. We tried calling and emailing four times from September through this month to try to get the remodel scheduled. We were told since the middle of October that all the materials were in and a scheduler would reach out to us shortly. We have still yet to receive a call from the scheduler despite being told 4 times we’d get a call later in the day. This Monday we called for a fifth time to express our disappointment and were promised a call later that day or on Tuesday. It is Wednesday and we still haven’t received a call. We were told that work could start as early as this Friday or next week, which is significant because we are doing the demo work ourselves and need a heads up before we tear our only full, non-master bathroom down to studs. We also need a heads up because a painter has to come in after they put up drywall to paint everything. We can’t even get a call back. We have a baby on the way and have other project lined up to prepare for the baby that are waiting on the bathroom to be finished. We have been lied to 5 times and can’t even get a call back. The first time was understandable because the parts weren’t in, but we’ve been told they were in during the 4 phone calls since. Every time we’ve called in asking why we haven’t received a call the excuse is that the scheduler is out of town or too busy and we’d be getting a call from someone. Yet no one will call back.

  

  Business response

  11/29/2023

  Good afternoon, I am in receipt of your complaint regarding your bathroom install. I apologize for the inconvenience you have experienced. I have attached a copy of your signed contract with your installation date of 12-16 weeks from your remeasure date/ contract signing date and we are still on track to get your new bathroom installed. The materials were ordered already and received at the end of October and the Project manager has to verify everything was received for your order. They currently have you scheduled for installation anywhere between Dec 4th & Dec 18th. However I will make sure customer service contact you directly so you can know ahead of time to prepare for your installation. If you have any further questions or concerns please feel free to contact me at ************. I greatly appreciate your patience, I look forward to helping resolving this matter for you.

  Sincerely,

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

  Customer response

  11/29/2023

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

  This will be the 6th time that I have been told we would receive a call back. The first five times I did not hear anything. I was told on Monday that ********* would call me on Monday or Tuesday but I never heard back. In fact I was told she was in, transferred to her phone, and left a voicemail. No call back. This is the first time we’ve had a response to any of our calls and it took the BBB to get an answer. Why wasn’t there time to give me a call, but time to respond to this? Why has my Monday voicemail to ********* gone unanswered, but this was? Why should I trust that Arnold’s will call this time when I’ve been told that without follow thru 5 previous times?
  

  Also, if everything has been in since October then why hasn’t the project manager verified it yet? It has been at least 6 weeks.

  Finally, how much of a heads up will I receive for the demo? I was told we’d be given at least one week notice, which I need so I can arrange help, but we are running out of days to have notice while falling in the 16 week window from the contract. Beyond that we need to know when to call off of work and we have been forced to leave our bosses waiting.

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

  

  Business response

  11/30/2023

  When you called in you were given an update which was the purpose of your phone call was to get an update, to know that your materials came in in October according to your previous message. The reason you did not receive a direct phone call from me is because I had the Direct Project manager for the Bathroom projects contact you directly. You were updated on Monday Nov 27th when you called in saying you were going to contact the BBB. Its not that your only receiving a response on here but you have been informed directly with the status of your project. Your request was to receive information on your install and you have received those updates every time you have called in. **** the Bathroom Project Manager contacted you directly Nov 29th and went over in detail and scheduled installation according to your contract for Dec 4th. If there is anything else I can assist you with I would be glad to contact you directly. I do apologize that I didn't personally contact you back, but I made sure the correct department manager responded to your request. I usually respond to voicemails within 48-72 hours. If you need anything further you can contact me directly at ************.

  Thank you,

  ********* 

  Customer response

  12/04/2023

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

  -I do not want to close out the complaint until the project actually begins as scheduled today. 

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired the company on 6/30/23 and after we ordered our cabinets they started working on our remodel on 10/24 and finished 10-26. After they left we inspected the work & noticed that they had cut the drywall too short behind the sink & a piece of flooring was missing by the sink. When I tried to use the outlet it keeps shutting off and I have to reset it. I have been calling them starting on 10-23, 11-3, 11-6, 11-10 and on 11-28 and no one has called or come to fix my problem. We are hoping that when you get in contact with them that they will finally come & fix our problems!

  

  Business response

  12/19/2023

  Our office have contacted this customer and scheduled an appointment to address and correct their issues on December 27th. If you have any further questions or concerns please feel free to contact me directly at ************.

  Sincerely,

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

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: the project manager was here to try & fix some of the issues but couldn’t & the person who started the work was supposed to come and fix the issues & did not show up!! This has been going on since October! I just want them to fix their mistakes!!!
  
  Sincerely,
  
  ***** ************

  

  Business response

  12/28/2023

  We have been in communication with this customer several times and we have worked around her schedule to get this done. She has been available due to the holiday season per my conversation with her . The project was there 12/27 and began the repairs and advised her of his return to complete the repairs today 12/28. This matter has been addressed several times with the customers and we are fulfilling our obligation to get this project completed for her. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called the number given on TV for a Jacuzzi bath remodel. The salesman came to the house and gave us an estimate for a walk in shower installation, flooring and install a new toilet and they would remove the the old whirlpool tub and toilet. He said it would cost around $9000, we than told him we thought that was high, but he said it was a rough estimate, we ordered the 60" shower. We got a 42" shower, because the construction leader said it would be late Aug. or Sept. before he could get a larger shower, but if we would take the 42" he had one in stock, so we agreed to the smaller one and I asked him if this would bring the price down any and he just said no, I told him I wanted a itemized bill and I also asked the man that did the work and I asked the office for one, I have not seen one yet. This is advertised as a one day job, they were here 4 whole days and we had to go out and buy the shower doors separately.and a serviceman to install them..and we also had to finish the walls & trim, Now the toilet is leaking and I've called them twice about it, with no results. So we have a non working toilet and a job to pay for with no bill to explain what they did!

  

  Business response

  11/01/2023

  Dear Mr. *******,

  I have received and reviewed your complaint regarding your bathroom installation with Arnold's Home Improvement. I apologize for any inconvenience this matter has caused you. After reviewing your contract, I noticed that the shower pan size that was listed on your contract was "48 x 48" not a 60" shower pan. Through our supplier there is no additional or price difference for any shower pan over 40" therefore the cost will remain the same. However if you received a 40" or less shower pan the cost would have been cheaper. Furthermore, I do not see in your contract that we replaced or installed a new toilet for you, but your toilet may have been repositioned during your bathroom floor replacement.     I can schedule a technician out on Saturday 11/4/23 to rectify the leaking toilet if this is still an ongoing issue. Please contact me to schedule this appointment at ************ or you can reach me by cell phone ************.

  Our advertised 1 day bathroom is considered a wet area only which is just the removal of your old bathtub/ shower and installation of the shower pan and walls. The installation could take 2-4 days if we are installing the wet area, along with new flooring and vanity etc. which is considered a full bathroom remodel so those things take more time. I do apologize if this was not explained to you in that manner. I have attached a copy of your contract for your review of the itemization of your project. We have completed the job within the realms of your contract and you have a 5 year workmanship warranty. If you have any further questions or concerns I will be glad to assist you in resolving any issues.

  I look forward to hearing from you soon.

  Sincerely,

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

   

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The flat roof was still leaking after multiple repairs attempts. And the ceiling has damage from the leaks. That they said they would repair and fix it. And they were going to do something else to reassure the leak was fixed.

  

  Business response

  07/24/2023

  Good morning,

  I am in receipt of the complaint filed by ******* & ******* ******** for **** ******* ** regarding their contract for the replacement of their Flat Roof.
  The customer contracted Arnolds Home Improvement in April 2013 to replace their Flat roof with a 5-year workmanship warranty. We were later contacted in 2018 regarding a leak coming from the Flat roof area. We sent a technician out to repair the area and replace the drywall that was damaged by the leak.
  A few months ago, Mrs. ******** stopped into our office in February 2023 indicating that the flat roof was leaking again, although her warranty expired 5 years ago, we still sent out a technician at no additional charge to inspect her roof and make any necessary repairs that was needed. I personally spoke with Mrs. ******** after her last service call and she told me she had not noticed any further leaks since our last visit. However, a few weeks later on 4/26 she contacted the office and indicated the roof had leaked once since our last conversation.
  I dispatched the technician out to evaluate the leak and to perform a leak test. During the leak test it was discovered that the Flat roof we had replaced in 2013 was not leaking but they do have an active leak coming in from the back wall behind the siding. This discovery was also shown and explained to the husband ******* ******** at the time of our visit on 5/3/2023 and we have not heard back from the Homeowners since this discovery.
   Although the customers warranty expired over 5 years ago Arnold's Home Improvement has gone above and beyond to be accommodating to attempt to get this issue resolved for the customer at no additional charges. Therefore, at this time Arnold's Home Improvement will not complete the needed siding repair unless contracted to do so. The current warranty on the Flat Roof expired May 2018 therefore no further repairs will be completed unless contracted to do so as well. If you have any further questions or concerns, please feel free to contact ********* or ****** at our office at 419-476-9600.
  

  Sincerely,

  
  ********* *******                                                                                                                                                                                                                                                                                                                                                  Project & Customer Relations Manager

   

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed contract in June 2021 for a kitchen renovation for just under $30k. Down-payment at time of signing of just under $6k, same paid in second down payment Oct. Of 2021. Contract specified project would be completed 28-32 weeks from remeasure that was performed by 7/1/21. Contract specified custom cabinetry, custom exterior door, cedar siding. Cabinet design was completed by end of October 2021. No communication from Arnold's in the timeframe they specified, so I called them in January to schedule the install, only to find out that the cabinets had not yet been ordered. Also in January, when finalizing our appliance order, we were assured by our designer and an installer that we could get a warming/proving drawer installed in the cabinet design as well. After reconfirming the details of the contract, our cabinets were ordered in February. In May, I verified the prep that needed to be done for our Job. On June 1st, I again verified the specifics of the job by phone. Construction began June of 2022. Our builder informed us a couple days into the project that Arnold's had not ordered any additional materials for the job as specified by the contract, so we got an off the shelf exterior door and MDF siding rather than the custom door and cedar siding. When installing appliances, our builder found that the proving drawer did not fit the cabinet where specified. On August 10th, our designer had a phone conversation with my wife, ensuring that there would be a discount for the inability for the design to be executed, and for the fact that we bought an appliance that we could neither use nor return. Installation completed late August, and we were sent an invoice for the balance of the original contract. After contacting Arnold's to let them know of their oversight and asking them to rectify it, I received notice that they had put a lien on my house without further communication.

  

  Business response

  12/13/2022

  Hi Mr. ****,

  I have reviewed your complaint regarding your Kitchen remodel with Arnold's Home Improvement. Your contract was signed June 24th, 2021 with an estimated start date of 28-32 weeks after the approval of your Kitchen design with an installation timeframe of 5-6 weeks to complete the job. According to my notes, you changed the design of your plans and this caused some delays to your project. I completely understand your frustration of the time consumption this project has taken, however Arnold's Home Improvement did fulfill their obligation and completed the work we were contracted to do. Furthermore, there was nothing specified in your contract regarding any custom exterior door, only a standard door and the siding work was to be determined per your contract and so that obligation was fulfilled.

  Arnold's staff & MBS were in constant contact with you by numerous emails, text and phone calls and we also made several attempts to contact you after your project was completed. Since we were unable to contact you and you have an outstanding balance due, we had to place a lien on your property. We are willing to work with you and we understand things happen, but if you do not communicate with us we have to take the next step. I also reached out to Heather regarding your credit for your drawer warmer and she said you never got back with her regarding the cost of the warmer. Heather at MBS is willing to reimburse you for the drawer warmer but you will need to provide her with a receipt or invoice for this item.  Furthermore, I am willing to remove your fees and Property lien if you are able to pay your balance in full in the amount of $17,621 by the end of day Friday 12/16/2022 or contact me so we can come to an agreeable arrangement. I look forward to hearing from you soon.

  Sincerely,

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

   

  Customer response

  12/15/2022

  Complaint: ********

  
  

  I am rejecting this response because: we did not receive the door or hardware specified in lines 6-9 of the contract

  
  

  We did not receive the siding specified in line 28 of the contract for the kitchen door fill-in.

  
  

  We did not receive the design as agreed on and confirmed by Arnold's. Reimbursement for the warming drawer is a good start to rectifying that, but it is insufficient. Please find attached a copy of the receipt for the warming drawer. Please coordinate with your vendor and apply the difference to our invoice. I'll not be doing any additional uncompensated work for you.

  
  

  Claiming that we have not communicated and saying that we fundamentally changed the design, altering the timeline is disingenuous: 1) Our project sat for months without attention, as shown by your communication log. The communication was us reaching out to you, multiple times, to make progress even when we were promised communication within a week. 2) The design when we signed the project was described as a rough draft by your salesperson, we spoke with your designer, got a design in place in October of 2021 then found out in January that no progress had been made, including that the cabinets had not been ordered. We had the opportunity at that point to change the order without affecting the timeline, so we did. 

  
  

  Once the project was underway, we made concessions to get the job done more than 12 months after we signed the contract, and 9 months after we had put over $10,000 down because we had run out of patience, not because you fulfilled the contract. Compensation needs to be given for those concessions and not fulfilling the contract. Not responding to the initial invoice was because I believed it was a billing error since we had been promised compensation for not receiving the proving drawer. After receiving a second uncorrected invoice, this time with finance charges added, I responded by phone, at which point the only response was a certified letter informing me of a lien placed against my house. There has been no communication since. 

  
  

  The reality is that with financial compensation for just the warming drawer change, as we were promised, this could have been handled less bitterly. Because of your continued intentional negligence and stubbornness, I'm much less apt to let the additional parts of the contract that were unfulfilled go. This is bad customer service and poor business practices, and it is far from a satisfactory resolution.

  
  

  
  

  Sincerely,

  
  

  **** ****

  

  Business response

  12/19/2022

  *** ****, there was a window and we replaced it and built a door within that space with all the required fittings and hardware and the siding was also completed and cedar filled per your contract. You have an entire new kitchen that you have not fully paid for outside of your down payment which leaves you with a balance of $18,097.52 this includes your late charges. Furthermore, you have failed to contact us or respond to our numerous calls and letters to even let us know you had any issues or disagreements about your project. This matter could have been resolved months ago, it's not until we placed a lien on your property that we have received any correspondences from you since your project was finished. I apologize for any inconvenience you have experienced. At this time I would like to offer you a limited discount on your balance if you are able to pay $16,500 as soon as possible. Heather at MBS will reimburse you the cost of the warming drawer of $1500 once they receive this item from you. However, you can contact Heather at MBS directly at ************ regarding this arrangement. This offer will expire on Friday December 23rd 2022 at 5pm. If this offer is not accepted this matter will be turned over to our legal team for further collections. Feel free to contact me at ************ to discuss and resolve this matter or if you have any questions. I look forward to hearing from you soon.

   

  Sincerely,

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

• Initial Complaint

  09/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April I had Arnold's give me a price for a new roof. A loan for the roof was applied for and approved. Said we did not want a roof until fall. Since then, I have had two additional hospitalizations and am not able to work. My wife and I are living on Social Security and would not be able to pay for the roof. I told Arnold's this and because I did not cancel the contract within three days they want to charge me $4000.00 to now cancel the contract now. I talked to the loan company, and they cannot help because the loan is not active, and the roof has not been put on. I am trying to do the right thing and getting nowhere.

  

  Business response

  09/30/2022

  Good morning,

  I have received and reviewed the complaint from Mr. ******* regarding his roof replacement. Mr. ******* contacted Arnolds on May 25th requesting a quote for a new Roof. After meeting with Mr. ******* he agreed to move forward with our company, and was 100% approved for the financing of the new roof at $120 per month. The payments for his financing would not began until 30 days after completion. The contract was signed by Mr. ******* on 6/1/2022 and per our contract he had until 6/4/2022 to cancel without charge. However he requested that we do not start the roof replacement until September 2022. Typically materials are ordered within 2-4 weeks after the contract is signed. Per our contract the customer is charged 30% of the contract price + the cost of restocking materials if canceled after the cancellation period. Mr. ******* contacted Arnold's on 7/26/2022 and informed us that he sold the home and no longer needed the roof replaced. I informed him at that time that he would be charged 30% for the cancellation which would be $3701.70. and we would not charge him for the cost of the materials that were ordered for his project. He told me he would let me know what he wanted to do and would call me back. After consideration Mr. ******* called me back at 12:37pm and said he wanted to move forward with the project. Mr. ******* did mention any financial hardships or hospitalizations regarding his wife, nor has he contacted Arnold's since our prior conversation advising Arnolds that he wanted to move forward with his project instead of canceling on 7/26/2022. However I am aware that things happen and I am willing to lower Mr. ******* cancelation fee to $2,500.00 if he contact me by October 14th to pay the cancelation fee in full or make the proper arrangements to pay the balance off. Please contact me directly at ************.

  Thank you,

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

   

  Customer response

  10/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: I had talked with whoever is in charge of the job from Arnold's on September 29th. I am sorry that my health changed from June 1st to July 1st. At the end of June, I was hospitalized and diagnosed with congestive heart failure with my heart only working at 10%. When I first accepted the contract, I thought I would be able to go back to work and able to pay for it. We are living only on Social Security income after paying our current bills we have $100.00 left to buy groceries and put gas in the car for the month. We did look into selling our home, but that fell through. We sold our 2nd car in order to pay for medical bills. I am sorry that this 1 job is so important to Arnold's Home Improvement that letting me out of the contract is so hard on them. If my Doctor says I can go back to work I would look at having the roof done then, but right now I have no way to pay for it.
  
  Sincerely,
  
  ****** ******

  

  Business response

  10/03/2022

  Please understand that we sympathize with you and your family during this time. Our last conversation was that you decided to move forward with installation after all your options were explained to you when we spoke on July 26th and at that time you decided on installation for the end of September beginning of October. If you were experiencing any hardships during that time, we would have concluded a solution 3 months ago before Materials were ordered & staff scheduling around the timeframe you set-up with Arnold's. It is the homeowner's obligation to advise us when circumstances change otherwise you are responsible for the full 30% cancellation Fee per your contract. Instead of you contacting Arnold's regarding any changes or updates to this matter you opted to file a complaint through BBB after you scheduled your Roofing project to begin. Our final response is that you pay 12% of your contract which is $1480.68. Please contact our office to make payment arrangements before Friday Oct 7th or the next step to collections will begin immediately.

  Thank you,

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

   

  Customer response

  10/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: I cannot pay for this. Even in July you did not want to let me out of the contract without paying. I have no money
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Oct 20, 2021 - Sign contract for airing deck roof repair and section of roof repair d/t leaking in downstairs bedroom and half bathroom Nov 2021 - roof section by chimney fixed; no leaks observed Unable to start airing deck until March due to supply chain issues March 14, 2022 -Start airing deck roof tear off, find additional damage March 19, 2022 - updated contract signed; roof remains open but tarped off Holes appear in bedroom ceiling due to "vibrations" from tear off per roofing leader Rains 3x into house (April 4, 16 & 18, 2022) with sitting water on hardwood floors Project manager or representative sent to broom standing water off roof and assure roof still covered April 28, 2022 - **** installed on room Rains into house 3 additional times (June 13, 20, & July 4th weekend) June 3, 2022 – sent text to Project Manager about things to be finished/addressed. He assured me it would be June 27, 2022 – sent text to W (warranty manager as he was helping project manager) asking about siding. He replied that he will pull his guys off their project “next week and have them on ******* July 5th all day as needed to job completed” July 5, 2022 - additional areas of siding were finished July 7, 2022 - owner of company received urgent request from homeowner and came to walk through property; found additional areas that were not fixed July 20, 2022 - owner of company & project manager return to fix problems July 26, 2022 - meet again with owner for final walk-thru. Homeowner and owner disagree who is responsible for damage to ceiling and floor. July 28, 2022 - homeowner emailed owner; he did not reply August 1, 2022 - office finance person sends over invoice with note "XXXS WILL WAIVE THE $1561.00 FOR WOOD REPLACEMENT IF YOU ACCEPT HIS RESOLUTION." Please see attached letter for additional details (BBB complaint 2022) There are additional videos I could not download and email from my cell phone but am happy to share in person

  

  Business response

  08/12/2022

  Good morning,
  I have received and reviewed this complaint. There are multiple contracts and change orders regarding this matter due to the unforeseen circumstances of this property. While attempting to work on the contracted area it was found to have multiple areas with previous water & wood damage. The customer has been in contact with *** ****** directly to resolve these issues and attempt to come to a resolution. This matter is now currently under review with our legal counsel going forward. All correspondence regarding this matter on behalf of Arnold's Home Improvement will be processed through our legal team. If you have any other questions or concerns please feel free to contact me.

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

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bathroom Remolding with Arnold's was completed August 2021. After completion per the contract I was to prime and paint drywall which was done. In late December l noticed the drywall was cracking. I contacted Arnold's and made a complaint. They referred me to their warranty representative's voicemail where l explained my complaint. I did not hear from him until I made several attempts. Finally on February 2nd he came to investigate. I was told he would make the necessary repairs to correct the problem. Finally,  after several attempts again to  contact him he sent a crew to make necessary repairs on March 11th. The pictures submitted with complain is results of their repairs also they have not sanded the drywall as of yet. I am now being gosts by Arnold's. Also I should not haft to repaint the drywall because of their incompetence. 

  I have contacted the warranty representative several times to resolve the problems and have not received any updates.

  

  Business response

  03/23/2022

  I sincerely apologize to Mr. ***** for any inconvenience this may have caused. According to our records we received the complaint regarding the drywall on January 31, 2022. Our Warranty Manager met with the customer to assess the complaint a few days later on Feb 2, 2022 at 11am. After the drywall was repaired the customer contacted us again regarding the same issue on Mar 3, 2022 and once again a service appointment was scheduled for March 11th and was repaired again. The process of the drywall repair was explained to the customer that this can take a few days to dry after mudding the cracks on the drywall then the service tech will have to return to sand it back down before re-painting. This can be a series of events to make sure that the drywall remains sealed and doesn't begin to crack all over again, then the process will have to be repeated. However our office has attempted several times between March 14th until today March 23 to reach the customer to complete the drywall process and we have been unsuccessful in reaching the customer. In order to complete the repair process the customer will need to contact our office so everything can be finished. On the photos the customer attached were photo's after the 2nd process was completed and we will need to be sand & painted the walls. Please contact our office to schedule as soon as possible at ************.

  Sincerely,

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

  Customer response

  03/24/2022

  I contacted ****** ******* warranty representative for Arnold's, he informed me he would attempt to have a crew to continue repairs by Friday of next week. 

  I would also like to state that in Arnold's response to this issue repairs was not made to drywall until March 11th  not prior to. Mr. ******* also said he would respond to the BBB on what would be done to satisfy my complaint such as subcontracting a person(s) for texturing wall and painting. If this is done it would satisfy my compliant. Please let me know if Mr. ******* contacts the BBB with the above information. 

  Customer response

  04/05/2022

  Email sent to BBB from consumer: 

   

  "Hello  *********, since conversing with ****** ******* on March 24th on repairs to my bathroom, I have not had a response or have been contacted by anyone from Arnold's Home Improvement concerning my compliant. Certainly something should have been done by now, even an expected start date.  I am asking what is my next step towards getting this issue resolved?. I've paid thousands of dollars for my bathroom remolding project and should not have to go through hoops in getting the repairs completed that was not caused by my doings. Arnold's needs to be held accountable for their mistakes."

  

  Business response

  04/07/2022

  I spoke to Mr. ***** 4/6/22 to resolve the issue. The drywall mud needs to be sanded down and painted. I scheduled the appointment with the customer for Friday April 8th between 11am-1pm. I explained to the customer that textured painting is not in our scope work or apart of his contract, however we will paint the area for the customer and he will provide the paint. I asked Mr. ***** to contact me directly if he has any further questions or concerns. I am looking forward to working with Mr. ***** in resolving this matter and apologized for any miscommunication and inconvenience. 

  Customer response

  04/07/2022

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

  I did not agree to provide the paint. This should be provided by Arnold's Home Improvement as I have already painted initially. 
  
  Sincerely,
  
  *********** *****

*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. ↩