Round Rock remodeler resolves member complaint

Round Rock remodeler resolves member complaint

Member complaint

I hired Signature Home Improvements of Round Rock, Texas, for an extensive kitchen remodel. They guaranteed the work would be done within four to six weeks, but several months later, it still wasn’t completed. Their communication was very poor.

Since I’m new to Texas, I trusted Signature to know what was required, and they told me permits weren’t needed. But I later learned the city of Round Rock requires permits for the extensive plumbing, electrical and gas work. They made numerous mistakes and damaged my home in the course of the job. They couldn’t schedule enough people or keep the details straight.

I would like them to refund $7,500, plus a further amount to be determined by other professionals helping me figure out the cost of the work being done without permits.

Stephanie McLain, Round Rock, Texas

Company response

We regret that this customer now states she is dissatisfied with the project, especially as she states she is satisfied with the workers and the end result, a beautiful custom kitchen. We substantially completed the project a few months ago, and the kitchen has been functional, but she still owes about 25 percent of the project price. The work took longer than she expected because she did not provide us with appliance selections and locations until several weeks after our first meeting, and the scope expanded to include additional cabinetry. We did not promise a start date, nor did we indicate that the project would take four to six weeks. We reviewed our project with a Round Rock city employee, who assured us no permits were necessary for this job. We are confident we have provided a beautiful custom kitchen to this customer.

Emily Domashk, owner

Status

Resolved

Editor’s note: The member and company reached a mutually acceptable agreement for a final payment and completion of the work.

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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