Complaints

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

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ImproveIt Home Remodeling, Inc. has 13 locations, listed below.

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  ImproveIt Home Remodeling, Inc.

  4580 Bridgeway Ave Ste B Columbus, OH 43219-1897

  
• 

  ImproveIt! Home Remodeling, Inc.

  8930 Global Way West Chester, OH 45069

  
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  Improveit Home Remodeling

  110 Citizens Blvd Simpsonville, KY 40067

  
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  Improveit! Home Remodeling

  7200 Poe Ave Suite 102 Dayton, OH 45414

  
• 

  Improveit Home Remodeling

  110 Citizens Blvd Simpsonville, KY 40067

  

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:07/05/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a contract on 12/27/21 to demo shower and whirlpool tub and replace with improveit shower tray and wall liner. Understood we would have to finish the area where the tub was as improveit does not repair/finish flooring. Changed the color of the shower tray and wall liner as we felt it would clash with current flooring. Change orders were signed within a week of original contract. We were contacted in early June (originally told the job would be done by mid-March) to schedule the remodel. Was told 5 days were needed. Scheduled the week of June 27th, 5 days. Installers did not arrive at the time frame given between 9-11am. No call from improveit. I had to call and found out the trailer broke down and they would start on Tuesday, the 28th. In the meantime, we hired a second company to finish the tub area -scheduled them to start on July 5th. Improveit guaranteed their portion of the work would be complete by end of day July 1st and I would be 125% satisfied. The installers showed up June 28th and June 29th and completed the demo of the shower and tub. They unloaded all the products in to our garage to start installation on June 29th. Discovered at end of day on the 29th the shower tray was the wrong color! Work has stopped. Took 1.5 days for Albert (Improveit manager) to return my calls as to the status of the job (I had left 3 messages before he called). Had to cancel the 2nd company and have no idea when we will be rescheduled - cancellation fees will be assessed due to cancelling at such short notice. Spoke to Albert’s manager, Curt N*** on July 1st who stated he would call back the same day - no call. All I heard was how it was going to cost Albert $600-$700 to expedite the custom shower tray. In the meantime I have no shower and will be paying cancellation fees to the 2nd company - trying to negotiate to re-schedule the 2nd company to negate the cancellation fee but have no idea when that may be.

  

  Business Response

  Date: 07/13/2022

  Hello,

  Thank you for reaching out and sharing the details of your experience. We truly apologize for the inconvenience, and appreciate your willingness to keep the lines of communication open as we work to resolve the issue. Our VP of operations has communicated the urgency of the situation to our ordering and installation teams. We’re looking forward to beginning installation of your corrected order next week, and will continue to provide you with daily updates until the work is complete.

  Thank you,

  Seth C*******, *****
  Improveit Home Remodeling
  

  Customer Answer

  Date: 08/16/2022

  I accept the business's response to resolve this complaint.
  Regards,

  
  ***** ******

• Initial Complaint

  Date:06/20/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bad customer service, lack of communication. Subpar effort put into job. This all started about a year ago. The salesperson came out 6/2021 to give us an estimate. From there it took 4 months for a contractor to come do the job. Once they were finished the following problems were noted: 1. Back wall of primary shower was installed upside down lines and creases did not match up with side walls. 2. Hot/cold faucet was installed backwards. Cold indicator was hot water and vice versa. 3. Caulking around vanity was sloppy and unprofessional. 4. Wood trim around vanity was wrong color and measured inaccurately. 5. Shower drain/pipe was leaking into basement. 6. Tub Faucet in secondary bathroom was loose. Had them come back out and due to scheduling it took another 4 months or so to get back to fix issues. We settled for side shelves to cover uneven creases and they were able to fix the leaking pipe in basement, temperature setting reversal, and tightened sec. bathroom faucet. I gave a negative review on Google for the company which was somehow deleted , but the job manager did come out with a contractor to look at the issues that were not fixed. And since it was still noticeable that the creases weee I even even after installation of side shelves, they agreed to come out again to fix remaining issues and replace back wall. After another 3/4 months 6/2022, the contractor came out again to do repairs only to find out the company had ordered the wrong shower pattern to replace the wall. At this point I just want a decent refund of our $46,000 that we paid to do a crappy job. The only refund they were willing to give was $300. This has been one headache after another with this company whose lack of communication and unprofessionalism, and extreme time lapses to make repairs, has made this a terrible, nerve racking experience.

  

  Business Response

  Date: 06/24/2022

  Hello,

  Thank you for taking the time to reach out and express your concerns. We're thankful for your continued willingness to work with us, and appreciate the opportunity to stay accountable to our commitments to you.

  Our regional installation manager will be reaching out shortly to coordinate a meeting and discuss all your concerns so we can come to an agreeable resolution.

  Thank you,

  Seth C*******
  *****, Improveit Home Remodeling
  

  Customer Answer

  Date: 09/06/2022

  To whom it may concern On June 21,2022 I filed a complaint with BBB on a company named ImproveIt Home Remodeling. They are based in Columbus Ohio with a local (to me) office in ************ **. As of today, September 2, 2022, I wish to withdraw my complaint and make it non public facing as the issue has since been resolved.Thank You,**** ************
  

• Initial Complaint

  Date:06/11/2022

  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 23,2021, a representative of Improveit Home Remodeling name Levi came into my home 2 go over a shower remodel. He spent about 3.5 hours in my home on this day going over tiles, colors, textures, etc. I noticed almost immediately, once we finally got 2 the actual materials (instead of his sales pitch) that the shower and bathtub fixtures were not 2 my liking and were mediocre at best. This did not matter 2 much 2 me as I had explained to Levi that I would be providing my own shower system. Levi specifically asked 2 see a picture of the shower system I would be providing. Once I showed him the pictures, he took the shower head, the bathtub faucet and the drain off my quote. The initial quote that I was given was on or about 12,000.00 with a $2400 deposit due that day. I agreed to this quote and signed the contract grateful that I was finally getting around to remodeling my shower. About a week later, a gentleman showed up to my house 2 get exact measurements of my shower. Once he completed the measurements, he was kind enough 2 go over the quote with me again. This is when I noticed that the shower head, the bathtub faucet and the drain were yet again on my quote. I explained 2 this gentleman the same thing I explained to Levi, that I was 2 provide my own shower system. He stated he would get with his higher ups and have someone contact me. It wasn't until weeks later that Levi called and texted my phone stating that he had spoken 2 his manager and they would not be able 2 complete my project with my shower system. I said this was fine, and that I did not want 2 proceed at that point. That I would find a company that could accommodate. I was then told I would receive callback regarding my deposit. I never did. I had 2 end up filing a dispute with my credit card company. This went back a forth for months. Regardless of the text messages and proof I had, I had signed a "contract" and was intentionally lied to past the 3 day period of getting a refund. SCAM

  

  Business Response

  Date: 06/24/2022

  Hello,
  
  Thank you for reaching out to share your concerns.
  
  First, I’d like to clarify your note about seeing shower fixtures itemized on your quote, even though you were planning to provide your own materials. In order to account for our labor to install your fixture, we added this item to the quote as a placeholder to indicate that showerhead work would be completed. You can see on the same document that we specified in the Scope of Work notes that a shower curtain rod and handheld shower wand would be provided by you for us to install.
  
  As to your concerns about the deposit, the meeting with your design consultant and the contract documents you signed on 7/23, included a Notice of Cancellation that explained your three-day right to rescind without penalty to have your deposit returned. Our work and communication with you extended well past this date, including a measurement visit on 7/29, and additional discussions about the project feasibility on or about 8/23. When we were finally able to connect with you again on 9/13, you informed us that you had already hired a different company to complete the work without notifying us, though our team had gone through extensive planning to meet your needs. With this in mind, the project was cancelled, but we retained the 20% deposit in accordance with the contract.
  
  We appreciate you reaching out to Improveit at the beginning of your project, and stand ready, willing, and able to help you with any needs going forward. Thank you again for keeping the lines of communication open during this process, and please reach out if you have additional questions or concerns.
  
  Sincerely,
  Seth C*******
  Owner, Improveit Home Remodeling

  Customer Answer

  Date: 07/02/2022

  I am rejecting this response because: Adding an item to my account as a placeholder was 1. not explained to me. 2. Unaware to your own employee who came to measure my shower, and 3.most importantly not a good look for your business and the way you conduct it. Being as though I would be providing my own entire shower system, nothing regarding a shower system should be seen anywhere on my quote. It is a cause for confusion at the least and fraud at the most. Furthermore, there was no "document for me to see where it stated in the scope of work notes that anything would be provided by me for your company to install and if there was, then why didn't the man who came out to my home to do the measurements see it either? As far as my deposit is concerned I have already explained in my original complaint that a 3 day right to rescind is irrelevant being as though again, I was told one thing to get a $2400 deposit out of me, and then told my shower system couldn't be installed over 3 weeks later. So your purpose of bringing up a 3 day right to rescind is insignificant. Its not my fault nor was it my responsibility that your company did not send someone out to my home to do measurements until 7/29. So for you to pretend that your work and communication was extended to me well past this 3 day right to rescind, is a courtesy it was not. Your company didn't hear from me until AFTER that measurement because...that is when I realized your shower system on my quote. And as far as finally being able to connect with me, this is nothing but fabrications. I didn't have my work completed in my home until well after I spoke with Levi regarding the mere fact that I could not use my own shower system, and since he stood in my home and told me one thing, and then weeks later after speaking with his manager, told me another. We went back and forth through text messages regarding this shower system and Levi needed to "speak to his manager about it. Also, if there were specifics in your "scope of work"notes, why did Levi then pretend to "not remember" me providing my own shower system, as reflected in the proof I have provided? The extensive planning you claim your company went through should have probably been better off spent on extensive training. A representative of your company came into my home, provided me false information, took my deposit then reneged weeks later. I don't have any additional questions or concerns, my only concern was informing the public of this scam.
  
  Regards,
  
  ********* ******

  

  Business Response

  Date: 07/15/2022

  Thank you for taking the time to follow up. Please contact me directly at ###-###-#### to discuss the issue further.
  
  Sincerely,
  Seth C*******, *****
  Improveit Home Remodeling

  Customer Answer

  Date: 07/15/2022

  I am rejecting this response because: If I felt there was any need to follow up I would have never reported this issue to the BBB. You and I are both fully aware that you have no desire to issue my a refund. As previously stated, the work in my home is complete, minus the $2400 your company basically scammed out of me. I simply wanted to make the public aware. Thanks 
  Regards,
  
  ********* ******

• Initial Complaint

  Date:06/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/20/21, Chris from ImproveIt Home Remodeling came to my home to quote a bathroom model on my 1940's Lustron home. Lustron is a metal panel home (inside and out), mid-century home. The original bathroom tub needed to be replaced with a step-free, seated shower for my parents and a vent was to be added as well. Gutting the bathroom walls and taking the whole room down to the studs. The price for the remodel was quoted at $19,187. The following are some standards with the price: Complete tearout of existing drywall (there is no drywall only metal walls so these were to be torn out), Removal of existing tub/shower, Complete sanitizing of area, Factory trained, certified installers, silicone sealant with mildacide, slip resistant bottom, all labor, material & taxes included, Lifetime warranty on labor material and service. On 1/24/22, Corey and Kevin from ImproveIt were scheduled to come out to complete the remodel. That morning Kevin showed up alone because Corey had Covid. Kevin assured me that he would have no problem doing this alone. The job was not completed to satisfaction as he did not gut the room, put in new walls or a fan. ImproveIt addressed this and refunded $4000 for the materials. I needed to find another contractor to take care of the exhaust fan installation because Kevin was not capable of this installation even though he told me days before that he could do the whole job. Since then, I've received 2 calls asking my opinion on the work. Both times I've said it was not what what promised. Both times I've been told they would follow up. I now have mildew in my shower, the floor is not non-skid, the seat is not sturdy. I've tried to reach out to the number given by one of the customer service callers, ###-###-#### *****, for the warranty work to be taken care of and they do not return my call. Bleach isn't even touching the mildew. I have fans and a dehumidifier running in the bathroom but it needs an exhaust fan. Poor quality and service

  

  Business Response

  Date: 06/02/2022

  Hello,

  Thank you for bringing this issue to our attention.Our team will contact you before the end of business today to schedule a time to assess the project and address your concerns. Please feel free to contact me at ************ ***** with additional questions.

  Sincerely,

  Seth C******** *****
  Improveit Home Remodeling
  

  Customer Answer

  Date: 06/08/2022

  I accept the business's response to resolve this complaint.
  Regards, 

  *** ********

• Initial Complaint

  Date:05/18/2022

  Type:Billing 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 purchased a shower stall from this company about a year ago. The terms of the payment plan the salesperson discussed with me was no payment for the first year and then no interest for the remainder of the term. I spoke with powerpay ( thats who the payment plan is with) and they informed me that it was no interest and no payment for only a year and 8.9% after that. I would not have done this if the salesperson had made it clear just how high the interest rate was. I spoke with the salesperson's manager and he informed me that they have never had a plan with no interest for the life of the loan. The resolution to this is I want what I was told I was going to get. No interest on the life of this loan. Preferably as soon as possible as the first payment ( which is double what it should be) is due on june 16.

  

  Business Response

  Date: 05/19/2022

  Hello,

  Thank you for reaching out. A copy of your signed credit agreement has been emailed to you at the email address we have on record.

  While we will use your concerns as a training point for our sales teams, the terms of the loan are clarified in the credit application. The promotion you were able to use is the best offer we have available to our customers, as a simple interest and no prepayment loan for as long as the loan is outstanding. We're not aware of, nor do we offer or promote, loans from any bank or credit union that have zero interest for the life of the loan. In order to avoid all interest, your best option is to pay off the balance before the promotional period expires, or to work with the bank on an alternative payment plan. 
  

  Thank you again for taking the time to reach out.  

  Sincerely,
  Seth C******** *****
  Improveit Home Remodeling
  

  Customer Answer

  Date: 05/19/2022

  CoI see the contract. The credit application that I signed and part of was left with my paperwork is from ***** *****. Completely different than what was sent to me. It's my fault for not getting it in writing and assuming that the salesperson was telling me the truth in what I was signing. I have no legal ground to stand on and they have no reason to believe me. My only request now is that Improveit not contact me again. I and my family will not be doing any sort of business with them again as their salesmen are apparently not to be trusted. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 06/03/2022

   

  Apologies for the delayed reply. Attached are the documents that were sent to Mr. *****. I didn’t attach them to our responses because they contain identifying and financial information, and I didn’t want to risk them being public facing at any time.

   

  Please let me know if there’s anything else I can help with!

   

  Thank you,

  Lauren

   

  Lauren H*****

  Content Specialist

  Improveit Home Remodeling