ComplaintsforCapital Remodeling, Inc.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Aaron from Capital remodeling came to my house for a window project on Wednesday June 15th and gave me a decent price on new windows which I did commit to buying at that time. I was told I had 3 days to cancel. On Thursday June 16th, I sent my first email to Aaron requesting to cancel the order because the HOA was giving me a hard time about the time frame that Capital had given me to get the measurements done. I decided to cancel since I didn't want to risk HOA taking their time with a decision and me losing a lot of money. The same day June 16th, I called Aarons manager Eric and left a voicemail requesting to cancel. I never heard back from either one of them. On Saturday June 18th I sent a text to Aaron again asking to cancel, never heard back. On Sunday June 19 I emailed Aaron again, never heard back. Then on Monday June 20th I texted again and finally got a response from Aaron that I cannot cancel anymore because it is past the 3 days!!! My first communication was less then 24 hours after I signed the paperwork and my second and 3rd attempt was also within 3 days. I called again today to Eric and left a voicemail, no response. I need this issue resolved ASAP as I cannot risk losing $10K and I was well within my 3 days of cancel, they just chose not to respond until day 5.

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/06/22) */ Capital has already considered this contract canceled and neither party has any further obligation. Thank you Consumer Response /* (2000, 7, 2022/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cancellation is what I was looking for

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Oct. 28, 2021, we signed a contact to have Capital Remodeling remodel our kitchen. They gave us an estimated window of Jan. 12-Feb. 12 for the work to begin. Work did not begin on the kitchen until March 21. There was a design "issue" involving the location of the plumbing inside the kitchen, which created a need for a "work-around" that wouldn't involve cutting a path through the cabinets (rendering some of them unusable for their purpose, sliding draws, etc.), to accomodate the pipes. The design team did work with us to arrive at a solution. However, all work stopped on the remodel on April 8. No one has been in our home to work on the kitchen since, leaving us with no working appliances in the kitchen (and empty boxes left in our garage). The sink has been installed, however. I realize that sometimes when unanticipated issues arise during a remodel that items need to be ordered and work stoppages can occur. However, the issues with the plumbing were apparent on the initial day the work began. Also, the design team was aware, even before the work began, of the need for additional materials to do the remodel. We we contacted on Friday, April 29, to inform us that work would resume on the kitchen on May 10, and completed on May 11, with materials being delivered on May 9. I don't know why it's going to take another week for them to resume work that stopped nearly a month ago. At this point, I have little confidence that the work will be completed, including all electrical and plumbing work that remains to be done by May 11. We have waited far too long for this job to start and to be completed. We're not asking too much here. But that the work gets done, and done to our satisfaction.

  Business response

  05/31/2022

  Business Response /* (1000, 7, 2022/05/10) */ Capital and Mr./Mrs. ****** have been in discussion and we have scheduled the continuation of the installation. We apologize for the supply chain issues. It appears that the sink, refrigerator, and microwave have been hooked up but not the range during this waiting period. We know how frustrating that can be and our goal is to be able to finish this project ASAP. Thank you Consumer Response /* (3000, 9, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Capital Remodeling's response is a perfect example of the lack of communication within this company. It makes a number of misstatements of fact. While the sink was installed, the kitchen currently has no refrigerator, no range, no range hood, and no microwave. I've attached photos to show where those appliances should go. This past Monday, a sub-contracted electrician showed up, did some electrical work, but informed us that, because certain work had not been done prior to his arrival, he could not complete his work -- and that it could be another two or three weeks until he could return to do so. Further, and after I filed a BBB complaint, we were informed that, no, the remodeling work would not resume on Tuesday of this week as we had been told, but that there would be a further delay. Work is now set to resume tomorrow. If "ASAP" to finish the project is Capital's goal, I don't think a further delay is particularly reflective of that. In short, I don't have a lot of confidence in Capital's represenations at this point. And, yes, while I can understand that "supply chain issues" may be a part of the problem, I now am now of the opinion that this is simply a convenient excuse for delays, and that Capital should have been able to anticipate any issues that it could confront in our kitchen beforehand and work in a manner that would prevent, or at least mitigate, major delays. In short, we're still waiting for resolution. Business Response /* (4000, 14, 2022/05/17) */ To Whom It May Concern, from what we understood the old refrigerator and microwave were usable however it is correct they are not in the actual kitchen. The sink and dishwasher were connected and working. We stopped by the house last Friday and offered to help with any appliances. We were informed everything can wait. We understand, apologize, and emphasize for the delays. It's frustrating for all parties as we can't finish and get paid our balance because of the delays. As a homeowner myself who had our kitchen remodeled it certainly is frustrating when you don't have a fully operational kitchen but we know once the project is complete, Mr. and Mrs. ****** will be satisfied. Thank you

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company replaced our roof in January of 2022. Immediately after the installation, there were several leaks throughout our home, apparently caused by inadequate insulation around the skylights. We had water running down the walls and also several water spots on a ceiling and around the skylights inside our home. We immediately informed the company. They came out to fix their poor work on the roof; however, referred us to our Homeowners Insurance to fix the damage inside the home. That is not acceptable or covered by our insurance. Since then, we contacted them several times to get the damage fixed, but they never committed to taking care of it. The most they said they would do is replace the drywall where the water spots are, but not painting; however, they have not performed any work or even contacted us again as of today. We lost all confidence in this company and do not care for them to do any work inside our home. Instead, we want a refund of $2,500 so we can get someone else to fix the damage they caused.

  Business response

  05/31/2022

  Business Response /* (1000, 7, 2022/05/11) */ Capital has repaired the leak on the old skylight. The interior work can certainly be reviewed for repair work. We would need a date and time when a Project Manager can come out to review what is needed. thank you Consumer Response /* (3000, 9, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. C**** has already been to our home to look at the damage with no follow up action. He also made it clear that they would do no painting. That's not acceptable. To resolve this, we would like a refund/price adjustment so we can hire someone or take care of this ourselves. Business Response /* (4000, 11, 2022/05/17) */ To whom it may concern, We would be happy to have our Project Manager out who specializes in construction and remodeling to look at the necessary work. Unfortunately we cannot just cut a check for $2500. We can either come out or insurance should cover the work. thank you Consumer Response /* (4200, 13, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) How can they suggest again that "insurance should cover the work" when I already stated to Mr. C**** as well as in this complaint that our insurance would NOT cover damage caused by a contractor. I'm not about to file a false claim. However, you may close this complaint unresolved. I am no longer interested in a back and forth with this company.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Early withdrawal of project funds before completion. 1. April 11, 2022 Capital Remodeling withdrew funds from our account before scheduled time that they had setup. 2. They took out $2,218.00 before the cabinets were set and ready for template, 3. They took out $2,711.00 the same day which wasn't suppose to happen until countertops were completed. 4. Capital Remodeling contacted us the same day and were told the kitchen wasn't even half way completed (no countertops, no sink, not all the cabinets had been mounted) but for some reason the person we talked to who also had created the scheduled payments, apparently didn't care and we discovered April 16, 2022 that a transaction completed for payment to Capital Remodeling. 5. Contact manager on April 18, 2022 and his response was I thought the project was completed and he would get back with us (still waiting) and he has kept us waiting before with other issues. 6. A Apology was issued April 21, 2022 after I had sent a email with attached noticed.

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/04/26) */ Capital Remodeling, Inc. and Mr. ********** have spoken and we apologized for the miscommunication and we have agreed to send Mr. ********** back $2500 until the job is full completed at which time Mr. ********** will pay Capital in full. Thank you

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a sales rep from Capital Remodeling come to our home on January 26, 2022. After several hours going through our kitchen remodeling requests, we received a 'Custom Kitchen Design Quote' with several different numbers for the work we were looking to have done. The number on which we paid a down payment of 33% was $70,093. The check we provided was $23,364. As part of the work we wanted to have done was replacing our entire first floor with hardwood flooring. The sales rep made several calls to find out if Capital Remodeling could do the work. Based on information he received, it was determined that while they no longer do flooring outside of the kitchen area they would do it but other companies could do it cheaper and we may want to check it out. We had a vendor come to the house in early February to provide us an estimate on replacing the entire first floor with hardwood. Asking what we were looking to have done, they also gave an estimate on replacing our kitchen as well. It turned out their bid was almost $20,000 less expensive. At that time we had not heard anything from Capital Remodeling, not even a check up on our search for a contractor to install hardwood on our first floor or even a date when they were to come and do official measurement. We called on February 3, 2022 to cancel our entire contract and left a voice message. We followed up with an email on February 13, 2022, cancelling our contract with a backdate of January 31, 2022. Finally after receiving the canceling email Capital Remodeling reached out to us. They did offer several options to resolve the refund issue but none were acceptable to us. They did not do bathroom remodeling nor basement remodeling which were the options we would have looked into. They also offered a refund of $5,840 that was no where near our initial down payment. Their option email did mention a 'resolution amount of $17,524' which was then followed by an amount of $5,840. See attached email below:

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/21) */ To Whom It May Concern, Capital Remodeling, Inc. and Mr./Mrs. ****** contracted for kitchen cabinet replacement, etc. on 1/26/2022. As per the contract, and the law there is a three day rescission period on any in home remodeling contracts. Once those three days are up, the company is responsible for paying thousands and thousands of dollars in fees to numerous departments. As per the complaint, Mr./Mrs. ****** attempted to cancel on February 2, 2022 which is well outside of the legal cancellation period. Our contract states the next step for an illegal defaulted contract which is what the next steps were. As per Capital not contacting the consumer yet, that is standard and it takes time to process any contracts. As far as the pricing, there are numerous companies out there and any consumer must be careful what kind of products and service you are dealing with. We have been in business for over 30 years and provide high quality products and installation. You can't get the best for the cheapest price. To summarize, the contract was attempted to be canceled outside the legal rescission period and the provisions of the contract states the next step when a contract is in default. Thank you Consumer Response /* (3000, 7, 2022/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the response that was provided. Capital Remodeling's response seems to imply that the reason we are not able to be refunded the entire down payment is because, "Once those three days are up, the company is responsible for paying thousands and thousands of dollars in fees and expenses to numerous departments." First of all, we did call the first week of February, and left a voice message stating that we wished to rescind as of January 31, 2022. With no response, we then emailed the second week of February again stating our desire to cancel with a back date as of January 31, 2022. Because they chose not to respond does not negate our expressed cancellation. Secondly, we request proof of the "thousands and thousands of dollars" in fees and expenses sent to said departments. Whatever amount was spent prior to February 2, 2022 should be deducted from our down payment, and the balance be reimbursed to us. We were not seeking the lowest price. We were seeking a high quality, professional, and ethical contractor. "Thirty years of being in business" does not mean quality or professionalism. There are numerous complaints, identical to ours, on the BBB page. Our experience is one more example of this company's poor customer service and unprofessional practices. In summary, we made contact to cancel twice, with no response from Capital Remodeling. We are entitled to a full refund of the down payment in the amount of $23,364, or this balance minus the verified expenses paid prior to February 2, 2022. Business Response /* (4000, 9, 2022/04/26) */ To Whom it May Concern, The legal rescission day in Virginia is 3 business days, Saturdays are included. This is stated on the contract so everyone is aware and there are no surprises. In fact, directly above the signature line it clearly states ".....any time prior to midnight of the third business day...". As per the complaint, Mr./Mrs. ****** called the first week of February and left a voice message that they wished to rescind as of January 31, 2022. The law does not allow someone to retroactively rescind a contract. You cannot simply call at any point after the legal rescission day and state you want to cancel in what you believe is within the rescission time period. You have to actually call or notify a remodeling company during the actual rescission period. Plus, as the complaint states they wished to rescind 1/31/22 which is after the rescission period regardless. Legal contracts are designed for a reason, to protect both the homeowner and the company. Without legal contracts there would be chaos. The law gives consumers a three day right to rescind for in home remodeling contracts. Attempts to rescind after the contract is out of this period are not permitted by law. Capital is more than willing to try and make our clients happier. Even though we have a legal contract, we would be willing to meet and try to work out any differences in order to resolve this situation. It's our goal for the past 30 years to maintain a high client satisfaction rate but at the same point any company cannot just lose thousands and thousands of dollars for an illegally canceled contract. We stand by the signed contract but again, we are willing to try and help out most any way we can. Thank you

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a contract with Capital Remodeling to replace my windows. We scheduled for a technician to come to my house for measurements. He was supposed to come on Sunday March 6 at 2 pm. The technician sent me a text message saying that he was not coming. I cancelled the contract and hired another company. Now, I am being harassed by management, saying that I am in breach,when I believe they are in breach, by not showing up for a scheduled appointment. They're telling me that I am on the hook to pay for one third of the cost of the windows. Windows that has not been manufactured yet. Had the technician came as scheduled, the project would have went on as scheduled. Capital Remodeling breached the agreement by scheduling an appointment with me, but didn't show up. I shouldn't have to pay for anything, I was here for the scheduled appointment and the technician didn't show up.

  Business response

  03/24/2022

  Business Response /* (1000, 7, 2022/03/22) */ Capital and Mr. ******* have a contract to replace windows. Mr. ******* applied for financing and gave a $500 down payment. Capital was able to get Mr. ******* approved for financing. We scheduled an appointment for the final measurement but because of an emergency we had to reschedule. We apologize for the emergency but Mr. ******* was informed and we have been trying to reschedule ever since however we have not been able to reach Mr. *******. Rescheduling an appointment because of an emergency is not a qualifying reason for canceling a contract in the eyes of the court and is not considered a breach of contract. There is nothing on our contract or in state law that says if an appointment has to be rescheduled the contract is null and void. Mr. ******* signed a contract with another company and we strongly advise him to cancel that contract or he will have two valid contracts to replace his windows and he will owe two companies for the same windows. Please see the terms and conditions of our contract for more information but we are ready to proceed with our contract and our approximate install dates are not until the middle of May. Thank you Consumer Response /* (3000, 9, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response given by Capital Remodeling is untrue. I gave a $100.00 deposit, not $500.00. I was not informed about any emergency. The technician sent me a text simply stating that he was not coming to my house as scheduled. He didn't give a reason. I made contact with him and said he got tied up at another site. That's not considered to be an emergency. He just got tied up at another site. During the conversation, he also stated that the company only do measurements on the weekends and he would call me to reschedule. I waited for about 1 week and he never called. I called my sales guy once and I called the company and left a voicemail on both calls. That's why I contacted another company. No one called me until after I informed the technician that I am going with another company. I feel like the process was not handled in a timely manner,which is in addition to the technician not showing up as scheduled. Last Friday,March 18th, I finally received a call from a manager and we basically argued over the matter. I received a call from the salesman and more arguing occurred. I hung up on him. Moments later, another call came in and I declined to answer it. I decided to contact you about the matter. The 3 day rule is basically for in the case of a customer changing his/her mind for whatever reason. I think it's unfair to schedule an appointment, not show up, neglects to reschedule in a timely manner, and then have these unpleasant argument type conversations with sales and management. I am a disabled veteran who is unemployable due to PTSD. This issue is not good for my mental health. That's why I stopped answering their calls and declined to return the calls. Had the technician came as scheduled, the process would have continued. After checking out presentations from 3 window companies, I decided to hire Capital Remodeling. I searched for an alternative, after I considered this to be an unfair business practice. Attached is my bank statement that shows the $100 deposit, not $500. That's a false statement. Also attached is a screenshot of the text message between the technician and myself. Business Response /* (4000, 12, 2022/03/23) */ To Whom It May Concern, Mr. ******* is correct; the deposit give was $100 deposit with a request to get him approved for financing which we did after going to two different lenders. As Mr. ******* attachments show we contacted well in advance of his appointment explaining that unfortunately we were not able to make it. Mr. ******* was not stood up with zero notification. Unfortunately, on occasion emergencies occur. Again, as you can see from Mr. ******* text, he immediately had in mind to default on the contract because of this emergency. Rescheduled appointments do not constitute a breach of contract in the eyes of the law. Again, we strongly suggest he cancel his contract with the other company or Mr. ******* will have two contracts for the same windows that he will be responsible for. Our goal is to simply uphold the home remodeling contract law and perform our contract as agreed upon. Our approximate install dates are not until May 7 to May 24th, and we understand that things got off to a rocky start, but consumers cannot simply default on a contract because they are not happy with something. That would throw the entire contractual system into complete chaos. Our goal is to work this out so that everyone is happy. We would love to have a manager meet with Mr. ******* and offer him a considerable discount for his troubles so we can get the windows installed and he can enjoy the windows he contracted for. Thank you

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached summary with the specifics, however, the base of the issue is that Capital Remodeling inc used pressure tactics when all I wanted was an estimate and is refusing to honor my cancellation letter and trying to extort me for thousands of dollars.

  Business response

  03/29/2022

  Business Response /* (1000, 7, 2022/03/23) */ To whom It May Concern, Ms. ***** called us from an advertisement for an estimate on kitchen cabinets. We went out to the home on 2/28/22 which was a Monday and Ms. ***** decided to proceed with the estimate. A $500 deposit was given along with an application for credit. As you can see by the attachment Ms. ***** sent there are pages and pages of contracts that Ms. ***** agreed to and signed. On 3/7/22 we received a notice of cancellation as you can see by the attachment. Maryland law allows 5 business days to cancel a contract. The last day to cancel was Saturday 3/5/22. Saturdays are considered a business day as per Maryland law. This is not a Capital policy. As per the law Ms. ***** canceled out of rescission thus making the contract valid. That being said, Capital has already considered this contract canceled and is no longer pursing this legal contract. We are allowing Ms. ***** to cancel out of rescission for customer service sake. Thank you

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I currently have a contract w/ Capital Remodeling to remodel my kitchen. The contract states, the amt of the project incl 2 custom cabinets & dining room cabinets/countertop was financed. I was assured by Director, Ryan Clark, via contract & voicemail, financing had been secured. The company had ample opportunity to verify the details of the project were in order prior to entering my home. They didn't. Even when I asked, I was told it was in order. Work began 02/21/2022. My original kitchen is demolished/disposed of completely. I've been w/o a kitchen since that date. As new cabinetry was being installed, I found 4 cabinets were ordered incorrectly, incl 2 cabinets that were to be custom built (90 day process for cabinets to be built) from the manufacturer. When I pointed out these problems, I was told, "custom doesn't always mean custom from the manufacturer" (although I paid an add'l charge for the custom cabinets). The cabinets were ordered in the small size which I declined when I opted for custom built deeper cabinets. I was told they had to be "built out on site" which means that what was built by the manufacturer would be pulled apart, add'l scrap wood added to make them appear the special ordered size. When I took issue w/ the mistakes and demanded that the company order the items as they were sold to me and fix the mistakes, my job was delayed and the amt I was told was securely financed has suddenly been reduced to a lesser amount. The company is declining to honor their contractual obligation to finish this project w/ the contracted finishes/products by demanding to extort add'l out of pocket money & threatening to "remove" work from the project to fix their mistakes and fit this lesser amount. They also won't provide an itemized invoice. This is a very stressful, deeply disturbing, deceptive, predatory, bait and switch tactic. It's appalling! It's not at all the operations of a reputable company. Bad business! I'm w/o a kitchen indefinitely!

  Business response

  04/01/2022

  Business Response /* (1000, 8, 2022/03/24) */ Capital Remodeling has been attempting to reach Ms. ***** to have our Project Manager out to the home so we can see exactly what the concerns are and what needs to be done to make sure Ms. ***** is happy as per her contract. There are items in the complaint that we have differing opinions on but without seeing the jobsite it's impossible to diagnose everything. If Ms. ***** can call us so we can get together that would be appreciated. Thank you Consumer Response /* (3000, 10, 2022/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Capital Remodeling (hereafter referred to as CR) because, in part, the response states that "without seeing the job site it's impossible to diagnose everything." The response also states, "CR has been attempting to reach Ms. ***** to have our Project Manager out to the home so we can see exactly what the concerns are and what needs to be done to make sure Ms. ***** is happy as per her contract.," However, this is not entirely true because the problems with incorrectly sized cabinets were identified on the February 21, 2022 installation date and the project manager, Jon L******, came out to the job site on February 23, 2022 to view, diagnose and discuss the problems. At that time, it was determined that the cabinets were ordered in the wrong sizes, without my knowledge, and needed to be reordered. The measurements were not in line with the measurements that I was given by Jeremiah C******, the sales consultant, at the second design meeting which occurred after Mr. L****** performed his measurements (See attached drawing). No changes were noted at that time. It was at this second design meeting that I was assured that the cabinets could be built custom from the manufacturer to fit the 30-inch width x 12-inch height x 15-inch depth and 12-inch width x 30-inch height x 15-inch depth cabinets that did not come standard in those sizes. This was presented as the third available option after I rejected, with disappointment, the suggestions to (Option 1) change the design completely to 12-inch depth cabinets throughout in a different style or, (Option 2) allow boards to be placed behind the two (2) cabinets when mounting them to make them visually appear to be 15-inch depth, as would be the other cabinets, while sacrificing the additional storage that I desired. I declined both of these options and expressed my concern that these changes were not aligned with the vision that I had of the new kitchen from our initial meeting. I expressed that this made me want to reconsider even moving forward with the project if I couldn't get what I had originally designed. I specifically asked Mr. C******, "If you are telling me that the cabinets are being custom built and take 90 days to manufacture, then, why can't the manufacturer build these cabinets to the sizes that are needed?" Mr. C****** replied, "They can, that's the third option! It will cost about $800 more but, they can be built." I told him that is what I wanted to do because that is what made sense and I wanted to keep the kitchen design as I originally planned and not change the design that I had chosen. I told him that had I known that this was an option at the start of our conversation, we could have avoided the whole conversation and just gone with that option. One of the motivating factors for doing a remodel was for the increased storage and I did not want to sacrifice that storage. Measurements were redone on February 23, 2022, and I very specifically stated to Mr. L****** what my ongoing concerns are and what I expect from CR to make me "happy as per my contract". To my knowledge, nothing has changed since that date pertaining to the cabinets that are needing to be reordered in the correct sizes. As I have previously explained to Mr. C****, I am the sole caretaker for my mother. I have very limited time off available at work. It is important that I use that time wisely so that I can be available for the install once the production of the properly sized cabinets and the two custom cabinets is completed. I also need to be available for my mother's medical needs. I have already lost/wasted two days of time from my work because of contractors not showing up. I cannot lose more time from work unnecessarily. Due to the wording of Mr. C****'s previous correspondence stating they would "have to remove some work and materials from you project," I am very hesitant to allow two men to come to my home without someone there to witness the exchange on my behalf. Unfortunately, I no longer trust their motives and suspect that this is yet another attempt to strong arm and intimidate me into accepting less than what I already have contracted. This additional job site visit seems very unnecessary since all of these items were discussed on February 23, 2022. When Mr. L****** left that day, it was with the understanding that cabinets were being reordered. As I previously stated in my initial complaint, when I took issue with the mistakes and demanded that the company order the items as they were sold to me and fix the mistakes, my job was delayed and the amount of $26,227 which I was told was securely financed has suddenly been reduced to a lesser amount of $21,481. The company is declining to honor their contractual obligation to finish this project with the contracted finishes/products by demanding to extort additional out of pocket money in the amount of $4,746 and threatening to "remove" work from the project to fix their mistakes and fit this lesser amount. I also have asked for an itemized invoice for the job so that I can see how much each part of the project costs. I was not provided with that invoice. Rather, I was provided with an email response detailing the common methods used by different business entities and stating that they use an all-inclusive method which prevents CR/Mr. C**** from providing me with itemization. How is that possible, except that they don't want me to see this comparative listing in order to carry on with charging me, the customer, exorbitant prices? I am concerned because I don't see any changes in the cost of the project between when I was having a backsplash installed that I chose from their inventory and when I changed my mind and decided to use a backsplash tile that I found and purchased on my own. Per Mr. C****, I am only being charged for labor for the installation of the backsplash but the cost, to my knowledge, never changed. I contend that there MUST be a way to show the itemization of the project because how else would he, or his salespersons, be able to determine how much additional money I would need to pay for the 2 custom cabinets that I requested ($800) or the upgrade in granite that was chosen after my scheduled visit to the granite yard ($365) if there is no record of itemized costs? I am using my current refrigerator, range and dishwasher. CR is to provide cabinets, countertops, sink, faucet, garbage disposal, 4 recessed lights, kitchen ceiling repair, drywall repair, moving 2 electrical outlets up above counter height, the in-cabinet electrical box for the over the range microwave, adding two outlets and adding an outlet for the wine fridge. I have purchased, out of pocket, the wine fridge ($1011.31), the backsplash ($460.60), the over the range microwave ($392.19), the drawer pulls ($240.65), the tile adhesive ($17.78), the tile grout ($17.97+ tax), the tile caulking ($15.57+ tax) and the pot filler ($502.45). All without changes in the cost of the contract. The pot filler has since been returned because they said they could not install it due to the cinder block wall on that side of the house stating that "it would be too much work" and "may damage the structure of the wall." When I was told the cost of the granite countertop upgrade on February 21, 2022, I had already been informed through the installer (after he called and spoke with CR) about the disappointing removal of my desired, much anticipated, pot filler from the scope of work. I went along with this change because I was concerned about causing damage to the integrity of the wall as they insinuated. I suspect that it would have just required a plumber to come in and do the specialized work (I was told as much by a plumbing company who later came out to do a repair in another part of my home) but, I digress. However, it is worth noting that they were able to do the electrical work that also involved access/notching into that same cinder block wall. I was told by CR employee, Caitlin T******, that the removal of the pot filler labor/installation cost would offset the cost of the granite upgrade, thereby making it $365 out of pocket cost to me. I have not been provided with any itemizations that can show initial costs versus costs after changes have been made. I would like to see on paper the original costs of each item with the associated labor costs and the adjustments that were made with the addendums. The only acceptable solution as far as I am concerned is for CR to complete the project as contracted with the materials (cabinets, countertops, backsplash and all elements) that I have already chosen. I don't want to reduce the scope of work or sacrifice the quality or the look that I chose for my kitchen simply because they have made mistakes on their end that may end up costing the company money. That is not my fault nor is it up to me to make up for their mistake. Any mistakes made by the company internally should be resolved, internally. CR cannot start a job and then stop in the middle to demand money that they stated was secured through financing prior to the start of the project. Capital Remodeling had ample time and opportunity to verify that the details of this job were in order long before entering my home. The details of this job, including securing financing, should have been verified by CR: *Prior to their calling to tell me that financing had been secured with the bank and it was all taken care of with no additional down-payment needed (stated in voicemail and in the contract). *Before the company strong-armed me to set a date under threat and demand of immediate full payment with interest. I was told by Mr. C**** that the invoice was a scare tactic of the bank to drum up interest in setting a date before the expiration of the financing which he said would occur in April 2022. (This threatening invoice also reflects the entire project cost of $26,227.00). *Before scheduling said appointment to begin the project on February 21, 2022. *At the time that I asked their scheduler, Vanessa, to verify that everything Jeremiah and I spoke about was included in the job details. She verified details and that the custom cabinets were included. *Before Mr. C**** called me to confirm that he saw that I had a date set for installation and tried to convince me of how beautiful the kitchen would be at the completion; and, definitely before CR demolished and disposed of my entire original kitchen. On any of these occasions prior to starting the job, CR had opportunity to identify and present any problems or discrepancies. They did not. Instead, CR proceeded as though everything were in order, which it was in accordance with the contract and verbal confirmations I received at that time. I have responded to Mr. C****'s email by asking him to please describe his proposals in writing, so as to avoid unnecessary time off of my work. (See the attached email feed). It seems that a second site visit for the same purpose would be redundant, futile and does not address the issue of the mistakes made by the company that continue to delay my project. The site visit would be more in order once the cabinets have been built and are ready for install, in my opinion, and not before. However, in the interest of reiterating/emphasizing my contractual needs, I have agreed to allow Mr. C**** and Mr. L****** into my home on March 28, 2022, at 2pm for a half hour meeting. Business Response /* (4000, 12, 2022/03/28) */ Ms. *****, Thank you for allowing us to come out to review your project. I think that is the best way to move forward however today is 3/28 and 2:00 has passed so unfortunately we would love to reschedule another date and time with you. It might take longer than 30 minutes so if you could please allow us some additional time so that we may address all of your concerns it would be most appreciated. If you could please provide a few different dates and times that would be great. Thanks again and we look forward to meeting with you so that we can address all of your concerns. Consumer Response /* (4200, 14, 2022/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. C**** was well aware of the Monday, March 28, 2022 at 2pm time before he provided the response to BBB on March 28, 2022. There are emails that show that he declined to come on March 28. As I have told Mr. C**** on many occasions, I do not have the type of career that allows for a lot of time off. I now have to wait for approval of time off from my supervisor before I can confirm a rescheduled date. However, again, the correctly sized, custom built cabinet replacements should already be in production from the manufacturer since Jon L****** (Project Manager) has already come to my home on 02/23/2022 and I made it very clear what I wanted. I expect that Capital Remodeling will perform the contract with all elements of design that I have already chosen.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased windows around OCT 21 Down payment of $1288 work to begin around 12/20 Stated 1-2 weeks someone would come out to measure windows. No one contacted be about measuring windows for over about 6 wks. called and they stated that the time starts afer the measuremnts are taken did not seem to care that they dropped the ball on this and were not willing to fix it. called in Jan about window. I felt like i was dissmissed and when ask if i could get a time frame for the window, he said he would call me back in a month. it has been over a month and i have not heard back. sent him 2 emails and called with no response. the voice mail still has his name on it. and he previously texted me on the same number.

  Business response

  03/28/2022

  Business Response /* (1000, 7, 2022/03/22) */ Barbara and Mr. ***** spoke on 3/17/22 and we apologized for the delay and are working hard to get his windows installed as soon as possible. Thank you for your understanding during this difficult time in home remodeling. With covid downtime, huge manufacturing and supply chain issues we have not seen anything like this in more than 30 years of business.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company agreed to replace kitchen window with wider window. This was the driving decision factor to work with this company. We signed with the understanding the the window would be widened and a larger window overlooking the yard would be installed. We later confirmed this information with Justin M*******. Who verbally admitted he was unaware that the outside of the window was brick. Justin bumped up the issue with his manager Rick and asked us to sign an addendum changing the type of window for the kitchen. Due to an increase in cost we requested the number of window also be amended to offset the cost. Rick denied our request and stated he "would put in the large window but it would not look right". Rick is fully committed to purposefully installing a window that will not satisfy our initial consultation and is admittedly a mismatch for the both the window and our intent. Additional we were told our windows were being measured. The technician that entered our home, entered with a measuring tape and a clipboard. We were later notified that a lead base paint test was conducted. The technician did not bring a testing kit and did not sample any of the windows. The technician had us initial his work, only for him to later add a page, not initially disclosed stating we were aware we have lead based paint. The home was not, in fact, tested for lead based paint. When this was expressed to Rick he stated we need to get our own test and disregarded that no test was actually conducted this information was based on the age of our home and not a test. They then tacked on an additional $2000 to our contract. Lastly we were told we were applying for a loan and our credit would be soft pulled. This turned out to be incorrect. We were mislead into applying for a line of credit versus a closed end loan. Our credit was hard pulled. This company has completely misrepresented themselves and their ability to accomplish the task at hand.

  Business response

  03/22/2022

  Business Response /* (1000, 7, 2022/03/16) */ Capital and Mr./Mrs. ******** contracted to replace 17 windows and frame out for a new style kitchen window after it was converted to a larger opening by the client. Mr./Mrs. ******** was never charged to enlarge any opening. Our measure techs tested for lead as was signed off by Mr./Mrs. ******** after the testing. The kitchen sill was tested, the dining room window, bedroom 1, bedroom 2, master bedroom, master bath, second bath using lead check swab lot number -*******. Our tech will be more than happy to come out to show Mr./Mrs. ******** the testing sights on the sills. Mr./Mrs. ******** signed up for a digital credit approval through *********** and also signed a credit application. Both clients signed these documents. The terms and conditions are clearly explained in all digital and docusign documents signed. We will more than willing to try and resolve any issues and provide further explanation by either discussing with Mr./Mrs. ******** verbally or by going to the home as our goal is to have satisfied, happy clients. We have been in business for decades performing thousands and thousands of amazing installations. We understand there are sometimes questions that come up and we would like the chance to help answer any and all questions. Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩