Remodel USA
reviews and complaints

Run away! Fraud, deceit, incompetence are some of the hallmarks of this business' plan to suck every last bit of your patience. The salesman will give you the phone numbers of the all the people who are supposed to care, from the President of the company, on down. No one cares if your 3-day Kohler LuxStone project takes 4 weeks and has to be redone because they didn't follow the contract, and ordered the wrong materials. No one responds when, during this 4-weeks, your combat-disabled, bronze star spouse has to sponge bath, or go to an ADA accessible hotel to shower. In short, they hire subcontractors, give them your address and don't follow-up until they think the work is done, then try to sell you on the deviations from the contract saying how nice the uneven tile, curb (supposed to be zero-entry shower) and pooling water look so nice. They also ignore the adhesive left all over the surrounding floors, vanity, and damage the walls. Only when they have to tear out the original work do you discover they used screws, not pipe hangers, to secure your water lines (would wear a hole in a few years), they don't actually use Kohler except where you can see it on the shower heads, but, even then, not the handles. I now wonder if the panels are even the Kohler LuxStone. After months without contact and zero effort to remedy the damages, they will still submit to the finance company for full payment. Unfortunately a negative rating was not available.

While Martin was very nice and gracious throughout the entire process, the business model and price quote were well outside the norm. Their inability to provide an itemized list of costs made my wife and I question the true cost of the remodel that they provided. Additionally, the business model made us feel like we were being pressured to make a deal with the salesman that day rather than allow us time to collect all quotes (of which this company was the highest we had seen yet). Price difference was approximately 30-40% more in cost the moment the salesman left the house. How that is a sound practice still confuses me.

Remodel USA, Inc. replaced our 47 year old bathroom tub with a Kohler walk-in shower. They had to work with a tiled bathroom, 4 ft. on walls and 6 ft. in shower. The workman did an excellent job of accurately cutting the tile so the walls would fit perfectly. He did an excellent, although noisy, job of hammering the the tub to pieces to remove it without damaging the tiles that were to remain. Once the wallboard was removed in the shower stall. he got with us to determine the preferred heights for the grab bars, and where we would like the shelf positioned. He and his helper rapidly got the bathroom back in shape, making sure that everything was sealed properly. The third day was just final touch ups and check. Overall we are fully satisfied with the product and the service rendered, and look forward to the ease of using a walk-in shower. Gary R. Eck, Richmond, VA.

I was extremely pleased and impressed with the presentation given by a young gentleman named Adrian. He demonstrated the excellent quality of the materials which would be used to replace my old bath tub with a walk-in shower. He also gave me a detailed description of how the walls behind the current tiled wall would be treated and repaired, checking for any mold or possible damage and then restructured. If I was able to afford your product, I would have signed the contract today. However, I am a senior citizen, living on a fixed income and cannot possibly afford your outstanding product and workmanship. Thank you for sending a representative who is both knowledgeable and possesses outstanding communication and salesmanship skills. He presents himself in a manner of one who would be quite a bit older with many years of experience. Thank you. Best regards, Elizabeth W.

Remodel USA is the worst company in the business, We signed a contract with them in May to build a sunroom. They did not start work until October . Despite several calls to them, and messages through emails, they used the current COVID pandemic as a reason for the delay. Since they started work, the workers have only shown up about 3 days in a three weeks period. They put up part of the structure, broke off part of the deck, and left the area unsafe with ladders lying around the floor. Their communication, and customer service has been appalling, and leaves me with regrets that we fell for the sales pitch from a company that is not fit to be used to build a rat's trap. I will never use them again, and hope that prospective customers read and take heed. When i spoke with the project manager and asked about the workers, he responded that he thought they were working on the project. This leaves me to believe that he did not know where his workers were. The company is not to be trusted. Star rating is minus 1

Nine months and twenty days after contract signing and we still don't have a fully functioning bathroom. Not to mention, despite their assurances at the high pressure sales meeting, that they would help us with the AC ducting and plumbing issues under the house and then refused to, forcing a lengthy delay while we got another contractor to do the ducting. Communication is a skill this company needs to learn desperately. The sales people don't talk to the supervisors who don't oversee the project or talk to the customers. Other than one 10 minute face to face with the first supervisor to initial some paper about parts, we have yet to meet the new supervisor. The only one who seems to get stuff done is the Vice President in Maryland whom I've spoken to several times trying to get things moving. Now, the installer was awesome. He bent over backwards to meet our expectations and seemed very skilled. I wish I had read some reviews before hand but we were given the hard pitch, this price is only good until I walk out the door spiel. Do yourself a favor and look elsewhere for bathroom renovations.

I regret having contacted Remodel USA & went under contract to redo my bath area by replacing tub with walk-in shower. I contacted this company in Dec' 2021 and went under contract by paying 1/3 of the payment on the terms that they will complete remodeling my bathroom by end of Jan 2022 in a day but that did not happen. I had to contact them several times to get all the appointments lined up and then they drop off material in Feb of 2022 and took other 1/3rd of the payment. After few phone calls they set up a date on Thursday to redo bathtub but missed that date and came the next day which was Friday and they were not able to complete the job on the same day as promised. I have 3 little kids at home & we had to spend our weekend in the dust as the bathroom was in our hallway. they came back on Monday & finished the work, but when I inspected the final finishing, I right away noticed 1 inch gap between the glass doors & the walls. when I asked the reason they said that my walls are bent. I was in the impression that they will take measurements at different heights of the wall but they never did that. After all these years of experience don't have any idea that the wall can be bent as these are wood walls? As soon as the contracting men left I received several calls from the company, which I missed as I was busy with my office work & when called back they were closed. Yet, they asked their sub-contractor to reach out to me & asked me to call them back to make the remaining 1/3rd balance payment. I said I will not make any further payment unless the glass doors are fixed. they said they will but they never called us or answered our calls. they charged me a total of $20k of which they took 2/3rds of it. while working on in the bath area they damaged my 1st floor celling in the coat closet & never notified. $20K is not a small amount yet we trusted them & went into contact. I would not recommend this company. Personally, I feel that I was robbed by this company.

We had requested some quotes thru home advisor for a kitchen remodel and Remodel USA was first to setup a consultation appointment. The sales guy seemed nice enough and built rapport, but was supposed to be here 3 hrs on a Saturday, he was here for 9. Our day was gone... He then pressured us into signing a contract to lock the the price of the kitchen we designed, as there was a SATURDAY special going on, and said that we had to decide before he left our house...to lock in the "savings".. He said average kitchen price for my area is 23k... I live in a condo with a small kitchen, so assumed we should be under the average, as the only top of line product we chose was granite countertops... Although he said all the products are top of the line... I verified with home depot professionals that most of the products are meh.. Unfortunately for me, this was after we signed... He told us we could get out of the project and cancel before we ordered the materials, which was setup for a week later with the project manager.. When they arrived onsite a week later, the project manager told me that not only am I not getting the top of the line sink and other products promised, but also there is no transferable lifetime warranty that I was promised, nor was I able to back out and cancel the project. When I confronted the sales rep who decided it would be a good idea to come back, he said he didnt think he told me those things and "had to check with his manager" about cancelling the project bc honestly he seems shady... Manager told him that I had to pay them 30% of the total project price to get out... Before anything was ordered... $8k to CANCEL! Rep thought it would be a good to basically call me a liar in my own house.. I kicked him out and apologized to the project manager, as I understood he had nothing to do with the lies and promises from the sales CON-sultant. I highly recommend not using this company... After bringing this to the president's attention, he has yet to call me even though I have reached out twice to speak directly with him.. 3 plus weeks later, still nothing.. Pathetic.. My own fault was trusting the sales rep.. I'm in sales, and when I go over contracts I tell my customer exactly what they are going to get. This dude lied about every aspect of the project, from materials, to timeline and expectations.. Then knowing full well my wife was in early stages of pregnancy, made this whole thing stressful and honestly not worth it.. Maybe the president will reach out now, but I doubt it... Do yourself a favor, and go somewhere else.

Can I give 0 stars? I will start by saying that I wish we REALLY did our homework before working with this company. I feel a little bad that during these times in our country (pandemic) I am writing a negative review for a company but I truly feel taken advantage of by this company. To make it as brief as possible let me simply bullet what our issues have been from the beginning: - the salesman, was generous to come back and give his speech to me (after all ready giving it to my significant other THIS WAS GREAT!), however staying entirely too long passed your welcome was not ok. I was clearly annoyed and tired after working all day and sitting trying to have you convince me to sign on the line at 10pm at night - he also told us to buy a new garbage disposal because the old ones don't tend to work with the new kitchen, knock on wood, it's been 1 yr and we still have the same one (I did tell him to just buy since he was accounting for my $) - when our work was finally scheduled to begin we got notice that our salesman was no longer working for the company (should have known) - they mistakenly threw away my dishwasher, although I specifically said we were keeping it, but they did replace it! Believe it or not our biggest issues came once the work was completed. - We had to have them come back because the cabinets weren't even. There is no way they didn't see it! - If that wasn't bad enough there is an area of the floor that needs to be adjusted due to something (seems like a nail) protruding from under the flooring. We made several calls, leaving messages on a voicemail that we later found out didn't belong to anyone. We finally spoke to someone (after having to call them back) and was told that we'd hear from a contractor. Approximately 2 - 3 weeks later we scheduled an appointment for 3 more weeks later. The day of the appointment, there was NO CALL AND NO ONE SHOWED UP! The number that we had was going straight to voicemail. I reached out to the customer service manager and she informed me that the contractor resigned and gave less than 48 hours notice, she didn't even know we were scheduled. It seemed like she really thought I was going to be sympathetic, but I was too angry for that, especially since schedules were rearranged to be available for the appointment. If that wasn't bad enough she told me that she couldn't even reschedule our work because they have to hire someone...WHAT!?!?!?!? At this point, I feel that this review, and the one I may do for the Complaintsboard.com, are my only recourse. They already have their money, if I don't pay it is a negative against me and won't affect their business at all! I WILL NEVER, PLEASE HEAR ME...NEVER USE OR ENCOURAGE ANYONE ELSE TO EVEN THINK ABOUT USING THIS UNPROFESSIONAL, UNRESPONSIVE AND POOR COMMUNICATING COMPANY!

Can I cancel a project if I have put down a deposit but have not ordered materials or did pre inspection? I have been trying to contact someone in the financial department for four days now, starting the day after the consultation, but have yet to get in contact with anyone. Is this to trap someone into not being able to cancel? For 21K I deserve better customer service and I did not ask for a warranty or get asked about a warranty but I see I have a warranty. That's not fair at all.

Our shower install was one of the worst mistakes I’ve made in my life. It was installed using the wrong silicone as glue. Of course the walls are failing, the shower head is separating from the wall, and the drywall around the shower is completely destroyed. The company will send out employees to take photos and “Order supplies” and then you won’t hear from them again when you reach about a month. We’ve complained to every source possible and customer service has not been able to resolve this in the 10 months since installation. I believe they targeted us as a military family with limited income. Our next step will have to be the news and probably JAG because we can’t fix this on our own and the company won’t honor their warranty.

I had the shower remodeled in 2013. About six months ago I noticed the floor of the shower was sinking in the front. I called them and they sent a person who said it was their fault. They did not do it correctly and hidden needed to be replaced, a few weeks later, when I did not hear anything, I called to find out if that person who was the service manager had been fired, her assistant was fired also. They claimed that they had no record of my work being done. I sent the manager of Remodel USA a letter of which I got no response. I kept calling them and they sent another man who said it was the insecurity of my house and they were not responsible. In the meantime I had had three other companies,com, who said that they did not do the job correctly. I called once again and sent my email again and got no response. A few weeks later Remodel USA called to ask if I had anything that I needed to fix. I told them exactly what happened and that person said they were only looking for new jobs. I called and spoke to the receptionist, who once again said we have no paperwork on you and we cannot do and will not do anything, once again, I sent the owner my email and to this date June 4, I have gotten no response. All of the other companies told me that the Payan should be guaranteed for life and that the work they did was shoddy I would not deal with them again for any reason they do not stand behind your work.

Contract signed in April and work started July 8th because they said all supplies were in for a kitchen remodel. Replacing cabinets and countertops. Cabinets missing, shabby workmanship, wrong counter installed and crooked, used dishwasher panels as island panels, screwed holes in cabinet drawers, broke new appliance so had to call service in before I could even use it (took a month to get repaired), wrong cabinets installed making off center with other doors, screws hanging down from underneath cabinet lighting that looks commercial vs. residential, wood showing around dishwasher when you open door, missing mounding, asked for breakdown of pricing never received. The only react when I contact them. They call back 2 weeks later or longer with excuses to blame each other. I told them that the first project manager *** we didnt want back because I was doing his job and wasnt getting paid because he never knew what was going on and I think he was racist. We got another one in September and the same with no response along with *** ( not his real name ). No response from this company in 4 weeks and were at the end of October

In January I entered into a contract with the company for a basement remodel. In total, I spent over $97,000. My partner has acute myeloid leukemia and needed that space if he got a bone marrow transplant. The work was finally completed in the fall of 2020. In June , I received a letter from Harford County that the work had not been inspected. The inspector came on June 15, and the building, electrical and plumbing all failed. I contacted the company immediately and followed up on June 30 and July 7. On July 27 they asked the person overseeing the project to follow-up. He said once they finished the present job, they would take care of the permit issues. I followed up with him an additional seven times. I got a notice from Harford County on November 6 that my permit would expire in December. I contacted Remodel USA again yesterday and was told a supervisor would return my call. There has been no return call and no resolution after five months. I cannot get another permit and this may impact my ability to sell my house in the future. Please help me as I do not need this aggrevation while trying to help my partner deal with cancer.

I had a master bath gutted and remodeled Oct 14 - Nov 2 2019. I was scheduled for hip replacement 11/4 so I had many Dr. appointments during this time. Due to many communication problems between project manager (PM) and workers, I had to be onsite as much as possible to prevent errors. PM ended up being MIA and a new one assigned. Many times I had to call the owner of the company to get something done. There were several mistakes I caught that were corrected. Once the project was finished (11/2), I provided a punch list with some pics to company service representative 11/4 who opened up a case. On 12/5, after a month of healing, I contacted new PM and told him of punch list. Told him to revisit in Jan after more healing. Another customer service representative called 1/5 and I explained problems to her. Spoke with PM 2/4 and sent him punch list on 2/5. No response. Called owner 3/5 with conference call with PM. Made it clear to PM that no work is to be done until his comes onsite. PM arrived 3/6 and said products will be ordered to repair punch list and he will call to schedule once in. COVID hit! No response from company. 8/11 Called PM - phone not working. 8/19 - Called owner. Another new PM assigned. Spoke with new PM and schedule onsite visit between 8/26 and 9/3. As of 9/11 - no response from new PM.

On or about November 21 I had the entire bottom level of my home waterproofed. Then Remodel USA came and finished the walls in my kitchen, dining area and living room. On January 5 due to water damage, the walls had to be removed. I promptly contacted the water proofing company and upon arrival they noticed that the waterproofing had been damaged. Per the water proofing company Remodel USA damaged the waterproofing by nailing 2X4s through the black plastic that is supposed to protect my walls. I received a quote to repair the damage from my waterproofing company and contacted Martin at Remodel USA by leaving a message regarding the issue. Martin did not return my call but he did pass the message on to Francisco who told me that his engineer said that it was done up to code and correct. Francisco said that he would come to my home when the waterproofing company came but he did not show up. I contacted Francisco again but he just repeated that his engineer said the work was correct and there was nothing else/no other way to attach the drywall other that nailing the 2X4s to the waterproofing. I sent an email to the owner and Martin detailing the problem and attached pictures of the damages as well as the proposal from the waterproofing company (which clearly states that the damage was caused by 2X4's being nailed to the black plastic). I have not received a response from Remodel USA.

Back in September, a RemodelUSA sales person provided me with a quote for remodeling my kitchen. I was assured by the salesperson that the materials will be secured by December and that the work will start promptly no later than the first week of January, which is exactly what I wanted. by the end of December, I called REMODELUSA to enquire about the status of the order, and was informed that materials will not arrive until January 15. I was also informed that the project manager would be submitting the request for the authorization to remodel, which was done sometime in December. Since then, I have not received any updates, and when I called again, the person who responded was kind enough to ask the Project manager to call me. The project manager responded on January 20 that he would check on the status of the permit approval by the county and informed me that from that point on, I would have to deal with a different Project Manager, who was supposed to call me that same week. Until today, I have not heard back from the new project manager. I called the office several times, and end up being sent to their voice mail. At this point, I have lost all confidence in the professionalism of this contractor due to their lack of responsiveness and inability to stick to the timeline that we agreed on for this project. I would like to stop my relationship with this company and to cancel the job altogether. The cost of this small Kitchen was really high, but I accepted it with the understanding that their service will be effective and prompt, so far, it has not been.

I entered into a contract with Remodel USA, Inc. in October to renovate the kitchen area located in my primary residence. To my understanding, this would be a small project with a completion time of two weeks. I submitted payment upfront (check) after an initial home visit. And another payment (check) when a Project Manager (PM) assigned to my project came to do a design. Since that last visit, I have not heard from this company which prompted me to call the PM (Don)last week. This was last Monday. He answered and said he would call me back in the afternoon which he never did. Last Friday, I called Remodel USA, Inc. and the phone was answered by "someone" who sounded unorganized and unsure of how to handle the call. Shortly thereafter, I received a call from another PM (Michael) who informed that Don was no longer with the company and he would be taking over my project that was just assigned to him. He said he would contact me Monday afternoon. After much thought over the weekend I decided I no longer wanted this company to handle the renovation. Too much time had passed with no communication and I've lost confidence. Following my instinct, I contacted this PM on Monday morning (yesterday)and I asked for the money I've committed to date back. He said he could not authorize that and would relay the message to the appropriate person i.e. President of the company. I have not heard back from anyone as of today (11/10). So far, I've submitted payment of around $6K and some change. I would like this refunded to me within 3 to 5 business days so I can proceed with another contractor.

We contracted with Remodel USA to insulate and finish our basement, which was just studs. The contract agreement calls for "tie in HVAC with flexible ductwork." Although the ductwork was installed in the main room it does not work properly. Additionally, no ductwork was installed in the bathroom which was being installed by a separate contractor. That contractor (he will verify, if needed) was instructed to finish the bathroom ceiling by the Remodel USA HVAC technician and that Remodel USA would come back later and install the ductwork and vent in the bathroom. That has never happened. In the main room, virtually no air comes out of the vents they installed and the room is often up to 10 or more degrees cooler than the rest of the house. We remodeled the room to use as a bedroom. It is too cold for comfortably sleeping. We have paid in full for the project. We notified Bill C, project supervisor when we made our last payment on Nov. 9 and in writing on Nov. 13 of this problem. A worker (not HVAC professional) did come in January and made a small adjustment which has made no difference. They were informed that this was ineffective. Since then there have been many communications, including just a couple of weeks ago with different Remodel USA staff (Don). We are always promised that they will send an HVAC technician to assess and fix the problem. Additionally, Timika from Remodel USA called several weeks ago to see if we were satisfied with the job. WE told her of this problem and she promised that someone would follow up with us soon. We made several calls to her to follow up and left messages. Nothing has ever come of that effort either.

We signed a contract on 8/31 with a promise that our project would be finished in 6-8 weeks, we had a follow up visit from our project manager the following week, and never heard another word. At the 8 week mark, we began trying to contact the company to get the issue resolved. We input communication via website chat feature on 10/22 and received a call saying that someone would call us later that day to discuss the issue. Nobody ever did. On 10/26, we sent an email to the company's president (contact info provided in a "welcome" folder) - no response. 10/27, we try the website again, and at this point, we want to cancel our project, we no longer trust the company with our home since they will not properly communicate. They call my partner, and try to schedule a date and say that someone will call to schedule a time that afternoon - which is not what we asked for. Again, no follow up response. 10/28, I called customer service directly and am told that someone will pass my info up the chain, not for the first time. on 11/03, we sent a communication via email, through website chat, and a paper copy to the business' address. We've laid out our complaints and notified the company that if we do not receive sufficient response to cancel our project and provide a deposit refund within 7 business days, we would be filing complaints. That day, Tamika (CS) calls and says again that she'd pass the info along. Additionally, the PM (Ed) that had visited our house for that follow up called, saying that he had just been given our project the day before - lie, as he was in our house - and proceeds to try to pressure us into letting them do the project. These are the only responses that we've received, attempts to pressure us into continuation. We do not feel that we are being listened to, and have not been given a reasonable response.

Date of transaction is September thru December . I entered a contract with Remodel USA for a walk in shower. Contracts were signed and 10% amount was paid. Destruction began on November 4th. I had been called out of town due to my brothers illness and subsequent death requiring a longer period of absence. Upon my my return I found the shower had been installed.I could see right away that there was problems that needed attention. Neither of the shower doors closed properly. A gap that was more than noticeable. The right side of the shower for flush against the wall while the left side did not. There was a gap of 1/2 inch at the top to over an inch at the bottom. The extended shower walk did not reach the floor, leaving a three inch gap. Further inspection revealed the fight side door was installed backwards. The shower world properly although a small amount of water would spill out on the floor on the right side.A call was placed to the job super about the problems. He came by, looked at the obvious problems and stated that was not done properly and would be corrected. The construction duo did come back and looked at their job and said they could not do anything. Wooden shims were pulled from the left side of the wall and they left. Another call with more promises and this is not they say we do things were made. A construction worker, of the original duo, came by with adhesive tape and placed them over the gap in either side of the doors, hiding but no fixing the door problem. Another call. Crews are busy on other jobs.They would get to me at a later date. Date came and went. I never received a call from Remodel USA. All the calls were initiated by me. I received promises but no results.I even went so far as writing the finance company and telling them that I would not pay until the problems were fixed. I would like my shower to be finished so I can finish the bathroom update. Can you help me?

When I signed this agreement I was told my cabinets would arrive in a month. After 2 months they finally arrived. They called me to inform me the project manager Don would call me to schedule. Don never called, so after 3 weeks I called back looking for Don. Don and I communicated that the project would start in 2 weeks, early November. He stated that as the PM he would be on-site but when day 1 and 2 came around I never saw Don nor heard from him again. On day 2 the worker Alfredo showed me his instructions that stated I wasnt getting a backsplash (1st error in paperwork). So I called my sales person Bobby and soon after I received a call from Garret and his boss Martin, stating Garret was my new PM and he came to visit the following day. Later on I am told they lost the backsplash I picked (2nd error in paperwork) but they somehow found it and I had to confirm it was the right one. Garret came back one evening to give me a estimate on more backsplash leading up to my ceiling. I showed him my newly installed trash cabinet has a small crack and he promised me it would be replaced, a week later today- he is telling me it will be fixed with touch up paint. On Saturday they delivered my countertop. In my contract Bobby wrote two different countertop finishes but at the time I didnt know they were different (3rd error in paperwork). I assumed I could trust Bobby transfers information correctly- afterall he is a branch manager & he's been for years. My contract states *** and ***. They delivered ***. After letting them know this is not what I picked out with Bobby, they said I'd have to pay $3k for the replacement. My husband and I specifically remember this conversation with Bobby when we picked out the *** because it sounded like *** and we shared with Bobby that my father in law has one. The *** has 3 scratches on it that I expect to come out. I've had nothing but patience after each mishap and I am shocked/dissapointed how this is being handled

I hired this company in December to do a renovation and remodel of my kitchen. They told me my job would start around the end of Feb 2020 and take about 6 to 8 weeks to complete. Starting around mid Feb I contacted the company to get an update on when and how long it would take to get the ball rolling on the work. They told they would start soon so I went ahead and placed an order with a flooring company so they could come in behind remodel usa once the work was done. End of Feb comes and goes and I reach out for update. The company sends out new people to do different measurement and I meet a different project manager, and time keeps ticking. I keep calling them and leaving messages and I get vague responses of how someone will get back to me. Now June has arrived and finally it appears that my project is finally going to get going. The dumpster arrives and the load bearing wall and existing cabinets come down. But they never tarped of the work area so my entire house is covered in demo dust. I don't raise a stink cause at least the work has started and I"m excited that in a few weeks I will finally have the kitchen I dreamed of. Then the beam goes up. Not what I envisioned exactly but I'm assured by the company everything is going to be fine. Then some plumping work appears to happen on a following day. Then the work stopped. I reach out trying to find out what was going on. I get the run around. Find out I need to upgrade electrical. Pay half on that right away so work could continue. And nothing. I call and text and call and text. More run around. Now flooring company is pressing cause it has been 6 months and are threatening to cancel my order. Yet again Remodel USA is dragging their feet when I contact them in a panic about the possibility of losing my flooring and money. They give me the run around but an electrician comes and does some work and then after more texts and calls a guy patches up the floor in the demo area. But flooring wont install with more demo needing done and the cabinets not in. So again I'm waiting. I text and call and get told people are coming or they will get back to me but then nothing. It is now August and I basically have a beam and holey walls. I want my home back.

7 months ago my husband and I entered a contract with this business to remodel our 70 square ft bathroom. The remodel is still ongoing. After ignoring us for a few months, our project manager was suddenly changed. This new manager refuses to reply to emails or texts and has left the only bathroom in our townhouse in limbo for months on end. No one from Remodel USA is willing to properly oversee the project and when workmen are suddenly sent over with less than a 24-hour notice, we have to be our own foremen. The workmen sometimes don't seem to understand what they are there to do and a language barrier has created issues with communication. We were toilet-less for a week (Remodel USA didn't even inform the workmen that there would be no toilet on site once they removed the old one). The bathroom isn't airtight enough to keep smoke from our neighbors seeping in through cracks in the walls. Our shower has (what we were told would be) a temporary valve and the valve we ordered has yet to be installed. Remodel USA still hasn't repaired the lights and smoke detectors they removed from our second floor hallway and adjacent rooms. The area behind our washing machine was left completely unfinished because they probably thought we'd never look back there. Debris and extra materials, including three shower walls and an entire door, have been sitting on the property for months on end despite promises by Remodel USA to dispose of them. An extra outlet that we agreed to pay extra for has yet to be installed. These are some of the major issues, there is also a multitude of minor issues regarding the quality of the products and craftsmanship provided by Remodel USA. I tried contacting the president of the company in hopes of fixing the damages done to our home during the remodel and addressing the unkept promises made in our contract. The president of Remodel USA also refused to reply to emails and when I finally got him on the phone he spoke down to me in ways no professional should ever speak to a client. He bragged about how much money he was charging us and threatened to hang up on me when I questioned his professionalism. We've tried asking directly to have our contract either nullified or adjusted to no avail. The bathroom is still unfinished and our project manager is still leaving our messages unanswered.